FAQ

Frequency Answers and Questions

If you cannot find your preferred question and answer, kindly contact us at;

Popular questions

★ Can I make booking for someone else?

Yes, you can. When you add an item to cart and proceed with your booking, we will ask you whether you are booking your own flight or booking on behalf of someone else. Simply check the appropriate box. We will ask for your contact information and the information of the traveller.

★ I just got married and plan on changing my last name. Do I book my reservation with my maiden name or my new name?

You can make a reservation with your maiden name or your new name as long as the name you provide is the same as your passport. The name you provide us MUST be the same as the name on your passport at departure. If you intend to change your name on your passport before you leave for your trip, please provide us with your new name.

★ Are there different items online and at the store? If an item is sold out online, can I purchase it at the store?

There is occasionally different items online and at the store. For packages, look at the top left corner of the Package Details page. It will show whether this item is available on our PC, Mobile websites or at our store. If an item is sold out online, it may be available at our store. Contact our Bangkok office to find out more.

★ I’m having trouble with processing my payment. What do I do?

If you are having trouble with your credit card transaction, you can try the following payment methods instead:
1) Try another credit card
2) Pay by another method (Payment methods vary depending on the item. Return to the payment page in your cart to see what payment methods are available.)
3) Contact our store. (If you are having trouble online, you can always call us or visit our store to book your reservation.)

★ Where are H.I.S. stores located in Thailand?

We have several stores located throughout Thailand including Bangkok, Pattaya, Sriracha, Phuket and Chiangmai. For a list of our stores in Thailand, please click here
*Note: we sell flights, package tours, activities and hotels except for our Phuket store which only sells optional tours

Booking in general


What kind of information do I need to prepare before I make a booking?

To book a reservation you need at least the following information :
- Your contact information
- Your name as it appears on your passport
- Number of travelers
- Passport number for all travelers (only needed for flights)
- For hotels/flight+hotel/packages: who will room with whom (we will ask you for the number of room and room assignment per room)

Can I change my name after I had made booking?

It depends on the item. If you are booking a flight/package/flight+hotel item or any other item that involves reserving a flight, you will not be able to change your name after you made a reservation. In the case that you must change your name, you may have to cancel your reservation and make a new one with your new name. You may make changes to your name after booking for hotels and activities. Contact us for details on how and when you can change your name.

I live outside Thailand but I can’t enter another country when entering my contact information. How do I purchase items on hisgo?

Unfortunately, hisgo Thailand is reserved for Thailand residents and residents of other countries cannot book items on this website. However, we have websites in 39 countries, and you can book through our website in your country. To find out more about our websites and what languages are offered, check our global website: hisgo.com

Payment


What kind of payment methods are there?

Payment methods depend on the item and the number of days before the departure date. Depending on the item, if you are booking the item at a date close to the departure date, credit cards may be the only payment method available. Other payment methods offered on the website are as follows:

1) Pay at any of our H.I.S. store
You may pay by cash or by credit card. For cash payments, you may pay in Thai Baht, US Dollar, or Japanese Yen. If you prefer to pay by credit card, we accept the following cards: VISA, Master, JCB, American Express, Diners Club. Please note that there is a credit card fee charged to any credit card payment. Please ask the staff for the charge amount.

2) Bank wire transfer
Please wire transfer to the following account:

The Bangkok Bangkapi Branch, Bangkok, Thailand
Account name: H.I.S.TOURS CO., LTD.
Account type: Savings account
Account No.: 105 420 9000

Siam Commercial Bank Times Square Branch
Account name: H.I.S.TOURS CO., LTD.
Account type: Savings account
Account No.: 188 200 6333

When transaction is complete, please inform us of your payment by phone or e-mail along with your reservation number. If payment deadline is on Saturday, Sunday or a holiday, please make your payment on a weekday before the deadline.

3) Pay by messenger (Only in Bangkok)
You may pay the delivery messenger when we send you the air tickets for your flight reservation. This service is only available in Bangkok. Please note that delivery on the same day is not guaranteed. Delivery service is available 9:30-5:30.

Can I use a credit card that is not mine?

No, the credit card holder must be the same as the contact’s name.

If I choose wire transfer, can I use a bank account that is not under my name?

No, the bank account holder from which you make the payment must be the contact person.

What kind of credit cards do you accept?

We accept Master Card, Visa, and JCB.

If I choose to pay by bank wire transfer, when is my payment deadline?

You have to make payment within 3 days after you had made booking through hisgo

How do I get a receipt for my online purchase?

At check out steps, click on the “Request receipt” box at the payment page. Once you have completed the booking, you will receive the receipt through your email.

How do I pay for additional options like rental items for my travel? These additional options don’t seem to be available on the website ?

Additional options may be paid online on your My Page. Login to your My Page and select “Payment Details” from the menu. You will find all payment records on this page and if you have any due payments, the amount will appear under “Unpaid Amount.” To make a payment, click on the “Pay Now” button.

I just made a payment for my travel fees. How do I confirm that H.I.S. received my payment?

To confirm your payment records, login to your My Page and select “Payment Details” from the menu. On the page, you will find how much you are billed and how much is still unpaid.

I made a reservation online but how do I check how much I have to pay?

Login to your My Page and select “Payment Details” from the menu. You will find all payment records on this page and if you have any due payments, the amount will appear under “Unpaid Amount.” To make a payment, click on the “Pay Now” button.

Changes/Cancellation


What if I want to add another traveler to accompany me?

If you would like to a new accompanying traveler, please contact us to make a reservation.

How do I cancel my reservation?

You can cancel your reservation on your My Page account. To access your My Page, go to the hisgo website and click on the button to the top right hand corner named “My Page.” Enter your reservation number, lead traveller name, and birth date to log in. Once you have logged in, click “Reservation Cancel” in the right hand menu. Follow instructions from there.

If I cancel, how will the refund be made?

The refund will be made in the same manner you paid.

[If you paid by credit card]
A refund will be made through your credit card company. Please inquire your credit card company for how and when refund will be processed.

[If you paid by bank wire]
The refund will be made to your bank account. Please send us an e-mail informing us of your bank account information:
- Name of bank
- Branch name (Branch number)
- Account number
- Account type (Saving account/Checking account)
- Account holder

As a general rule, account holder name and passenger name must be the same. If different, please contact us. For any other payment methods, please contact our office for refund details.

Will I be charged if I cancel? If so, how much will I be charged?

For flights, cancellation charges usually occur when your tickets are issued. For hotels, an activity, and package tours, cancellation charges depend on the item. Check your "My Page" for details.

Flights


How do I change flight if I have open tickets?

If you have open or fix open tickets, please contact the airline regarding changing flights.

I just realized I used the wrong name and is not the same as my passport. Can I change my name?

No. Unfortunately, for flights, you cannot change your name once you purchased your flight. Either change the name on your passport or cancel your flight reservation and repurchase using your correct name.

When will I receive my tickets?

Your tickets are usually issued a week before your departure and then sent to you. However, ticket issuance may vary depending on airline or peak seasons. Contact us for details.

How do I use my mileage for an upgrade or book a free ticket?

Unfortunately, we cannot handle mileage upgrades or free tickets. Please contact your mileage airline to use your mileage.

I have an official passport (usually issued for government officials). Do I need to make special arrangements?

If you have an official passport, please contact our store and let the staff know that you have an official passport. We need to make necessary arrangements for your reservation.

Why is it that I need to register my name exactly as it appears on my passport?

Ans. When booking your flight, we need to register your passport name with the airline such that when you are checking in on your departure date, the airline staff will check your passport with the name you registered for your reservation to make sure they match for identification. In the case that they do not match, you may not be able to board your flight. It is therefore crucial that you register your name exactly as it is spelled on your passport when booking a flight.

About us


Who runs hisgo.com Thailand website?

H.I.S. TOURS CO.,LTD. a subsidiary of H.I.S.Co.,Ltd runs this website. H.I.S. is a Japanese company with 147 branches in 107 cities abroad including 12 in Thailand. For more information about H.I.S. TOURS CO.,LTD. and H.I.S.Co.,Ltd, visit our corporate websites:

H.I.S. TOURS CO.,LTD.: http://www.his-bkk.com/en/company_profile.php
H.I.S.Co.,Ltd, (Japan): http://www.his.co.jp/english/

Does hisgo have websites in other countries?

Yes, hisgo has 41 websites in 39 countries. To find out more about our websites and what languages are offered, check our global website: http://his-booking.com/

Do you have stores in Thailand other than Bangkok?

Yes, H.I.S. has stores are in Bangkok, Pattaya, Sriracha, Phuket and Chiangmai. We sell flights, package tours, activities and hotels except for our Phuket store which only sells optional tours.