Talk to us first
If something goes wrong on the day, call the operations number on your voucher immediately. A driver who has not arrived can be found. A guide at the wrong hotel can be redirected. A boat you missed can sometimes be swapped for a later departure. None of that is possible once you are home.
For anything after the fact, write to us. We would genuinely rather refund a guest than defend a chargeback: it is cheaper for us, faster for you, and it does not put your card account through a formal process.
How to raise a complaint
Email disputes@accesstransitexpress.com with:
- your booking reference (ATE-YYMMDD-XXXX);
- the date and the experience;
- what happened, and what you would like us to do about it;
- any photographs, messages or receipts that help.
Please raise complaints within 30 days of the travel date, while the supplier's records and staff memory are current.
Our timescales
| Stage | We will |
|---|---|
| Within 1 business day | Acknowledge your complaint and give it a case number |
| Within 5 business days | Investigate with the supplier and give a reasoned decision |
| Within 1 business day of agreeing a refund | Issue it to the original payment method |
| If we need longer | Tell you why, and when to expect an answer |
If we cannot agree
Ask for the case to go to a manager review. A different person re-examines the file, including anything you want to add, and responds within five further business days. That review is the end of our internal process, and we will say so plainly rather than leave you circling.
Chargebacks
You have the right to dispute a charge with your card issuer. We would ask you to contact us first — not to discourage you, but because we can usually resolve it in days rather than the weeks a scheme process takes, and because a chargeback filed while we are already refunding creates a duplicate that has to be unwound.
We will defend a chargeback where we hold evidence that the service was delivered as described, or that a cancellation fell outside the window that was disclosed at the time of booking and repeated on the voucher. We will not defend one where we got it wrong.
Filing a chargeback does not affect your right to travel on any other booking you hold with us.
What we submit as evidence
Where we defend a dispute, our submission typically includes:
- the booking record, with the timestamp and IP address of the booking;
- the terms, refund policy and cancellation deadline shown at the point of purchase;
- the voucher issued, and the delivery timestamp of the email;
- the pick-up confirmation message and any WhatsApp correspondence;
- the supplier's manifest or driver log showing the service performed;
- the 3-D Secure authentication result for the transaction.
An unrecognised charge
Our descriptor is ACCESSTRANSIT BANGKOK TH. If you see it and cannot place it, email disputes@accesstransitexpress.com with the amount and date and we will identify the booking within one business day.
If the charge is genuinely fraudulent — you did not make it and nobody in your party did — tell us and your bank immediately. We will refund it in full without argument and cooperate with your issuer's investigation.
External redress
If you remain dissatisfied after our internal process, you may take the matter to the Office of the Consumer Protection Board of Thailand, or to the Tourism Authority of Thailand where a licensed tour operator's conduct is in question. Consumers in the EEA and the UK may also have redress through their national consumer body, and nothing in our terms removes a right you hold under mandatory local consumer law.