pelago.co Omdömen 

Rather incompetent service.
Booked two tickets in Hue, Vietnam for the citaldel and palace. Money taken immediately.

I booked three weeks in advance to allow ease of organising other events around it. So after a week, heard nothing. Website said that the ticket order received but tickets no issued by vendor.

One week later, messaged staff. They said that the tickets not yet released and they will try, should be here today.

Nothing happened.

Three days before leaving, they say that they can only be released the day before the event. I say getting on plane that day.

Day before, they said still waiting for tickets from vendor. Not here.

I got on the plane and later than day got an email with attachment for the ticket. First time, it could not be opened (usual link issues) and chased them again. So I got the tickets the morning was going there. A few mins later I'd have had to buy them as the entrance which would have wasted the order. It finally worked but I could not get into all the venues supposedly included as a bought a combo ticket.

Next time, I'll just buy at the gate.

Horrible. I could not use the esim because it wasnt working
Very difficult to install
Instructions not clear at all
Troubleshooting instructions were even worse

I contacted them and they didnt help me to issue a new esim instead constantly told me nothing is wrong with my esim. Then i had to spend the entire holiday hunting for wifi because i didnt have the esim active!!

SCAM ALERT!!⚠️🚨
Very disappointing experience with Pelago

The pass did not work at most of the attractions as advertised. At multiple locations, I was told the pass could not be accepted, which left me scrambling to figure out alternatives. I consistently reached out to customer support,but the problems were not properly addressed as they only have AI agents and live agents after waiting for 24 hrs.

I ended up paying full prize at the attractions again. Pelago won't allow refund or cancellation either even if you have a medical emergency. Please do thorough research and be cautious before purchasing, as the pass did not deliver the value or access that was promised. I lost 270 $ for buying the pass and had to spend more at other attractions . Hope this dsnt happen to anyone else.

Grand Egyptian Museum: Entry Ticket + Transfers

I purchased the ticket two weeks in advance, however there was no communication from Pelago or the local tour operator the day before the tour. I eventually had to contact Pelago myself, and only later that evening did the local operator respond.

We were then informed of a 10:30am pickup with 11:00am entry, even though our ticket clearly stated an 8:00am start.

Key issues:

Very poor communication. No proactive contact at all — I had to chase for confirmation the day before.

Poor planning and coordination. We had planned our entire day around a morning museum entry (around 9am) but were instead forced into an 11am slot. It felt like the booking had been overlooked and by the time they responded, only a late entry was available.

The tour was advertised as a full-day experience (8–9 hours). When the driver dropped us at the museum, we mutually agreed on a 6:45–7:00pm return, as we also intended to have dinner there. At that point there were no objections.

At just before 5pm, the driver messaged saying he was already waiting for us. I explained it was not yet the agreed time, we were still inside the museum, and had not had dinner. He then replied on WhatsApp that he was booked for only 4 hours, followed by “4 extra hours,” implying additional charges. This created unnecessary stress and made us feel rushed for the remainder of our visit.

The museum closes at 6pm, so we left then. Fortunately the driver was still there, but he made it clear he was unhappy, which made the experience uncomfortable.

I have written proof of all communications, including references to 4 hours vs 8–9 hours, the ticket showing an 8am start, timestamps of when I contacted Pelago, and the operator’s responses.

Despite making full payment, I did not receive the full number of hours promised. To make matters worse, I had also used ShopBack for cashback, which Pelago later declined without providing any reason. This felt like the final nail — full payment taken, reduced service delivered, and the advertised cashback denied.

I reported the incident to Pelago and provided evidence. Despite this, Pelago maintained that neither their communication nor the local operator’s actions were wrong. The driver’s behaviour, which caused us significant stress and frustration, was apparently considered acceptable. No refund or even partial compensation was offered.

As a long-time KrisFlyer member, this was my first time using Pelago and it was a major disappointment. I will not be booking through Pelago again. The association with a reputable brand like KrisFlyer did not reflect the quality of service received.

Pelago by Singapore Airlines — When a Premium Brand Goes Full Budget (and Loses Its Soul)

There seems to be an ongoing, deliberate shift in the business philosophy of Singapore Airlines—one that began quietly around COVID and has now become impossible to ignore.

It started onboard.

Economy-class meals turned into a single, overstacked bowl: everything dumped together, sealed, overheated, and served as if dignity were optional. We even took a portion home to see if our dogs would eat it. They wouldn’t. That should have been my warning sign.

Then came the densification: extra rows squeezed into both economy and business class. Less space, less comfort, less grace—yet somehow at the same or higher prices. A “negative experience” would be the polite phrasing.

Now enters Pelago, Singapore Airlines’ attempt at becoming a budget travel agency.

The promise? Convenience. Trust. Brand assurance.
The reality? A masterclass in false economy.

Bangkok Airport Pickup: Chaos as a Service

Arriving in Bangkok, finding your driver is like searching for a needle in a haystack—except the haystack is made of hundreds of handwritten name cards, no signage, no coordination, no staff who take ownership. For a brand that once defined precision, this is embarrassing.

Despite booking specific vehicles both ways, neither booking delivered the promised car.
• Arrival: an 18-passenger bus instead of a private car
• The only word shouted at me? “Upgrade! Upgrade!”

Departure: Vintage Vehicle, Modern Excuses

The return pickup was somehow worse. The car looked 20+ years old, visibly worn, tired, and utterly inconsistent with anything remotely “premium.”

Then came the final insult:
An extra charge for highway tolls, demanded on the spot—despite tolls supposedly being included. This is not a mistake; it’s a strategy. They know passengers are on a deadline, heading to the airport, and have no leverage.

The Math That Doesn’t Add Up

Pelago saved me a couple of dollars compared to Grab Premium or a Bangkok airport limousine.

Those “savings” bought:
• Inferior vehicles
• Zero accountability
• Bait-and-switch tactics
• Stress, delays, and irritation

Conclusion

Pelago: never again.
And more importantly—this is not what Singapore Airlines used to stand for.

If you’re going to run a budget airline, at least be honest about it. But don’t trade on a premium legacy while delivering cut-rate execution.

Advice to travelers:
Don’t optimize for saving two dollars. Use Grab Premium or a proper airport limousine service. You’ll arrive calmer, cleaner, and without feeling conned.

Singapore Airlines once set the gold standard.
Now it’s quietly racing to the bottom—one bowl, one seat row, and one shoddy transfer at a time.

I bought a 4G sim card during my trip to Malaysia and the process of booking up to the pick up of the sim from the airport is quick and easy.

Site looks nice but INCAPABLE OPERATION. I paid $100 for a ticket, but got an email back saying "FAILED BUT DON'T WORRY YOU WEREN'T CHARGED." That sucks, but ok, I just book elsewhere. Then LATER I get a charge to my credit card from Pelago, and then when I contact Customer Support, they say they will NOT Refund!?!
Only use this site if you want Singapore Airlines to STEAL YOUR MONEY

Horrible customer service. Krisflyer miles may seem to be attractive hook to use this, but pray hard there's no issue with your booking. Because customer service is horrible - they do not understand your questions, give unhelpful or vague replies, and when they sense your frustration, they stopped replying completely.

Terrible.
This company is a scam.
Avoid at all costs.
Before booking confirmed with a representative if I will be chared in my home currency or SGD and was assured it will be in AUD/ home country currency.
Later got slapped with huge international transaction fees. Their bot seemed to understand and empathise better than the good for nothing customer service reprrsntatioves who take hours to reply after persistent follow up and then close chat since they are good for nothing- and wont accept the misleading information given by their colleagues. My bookings are now non refundable and I am not sure if any of them will even work- might just have to report them as fraud to my bank.
Avoid at all costs

Very difficult to book. Often would get to checkout and suddenly there is no availability even though there was 30seconds ago. Very frustrating.
Also beware - I got charged huge currency conversion fees with my credit card even though the booking was made in AUD. This is obviously an international site that is not charging in local currency as I never get charged currency conversion fees with anything else I buy online.

Absolutely useless. The Travelex agent at Changi was so disinterested that she ignored that I had purchased 2 physical $15 sims in my prepaid package, insisting that there was one physical sim and one esim. Frustrated, I left Changi for my accommodation. It was Christmas after all. I had to take the time to go to Singtel at Bugis, where I waited 30 minutes before seeing an agent, who did not speak to me at all, but I got issued with the 2nd physical sim; but my passport was not registered by the agent there. All attempts to self-register failed, despite success with the frustrating process of photographing passport and face! So, I ended up with 1 phone that works and one that does not. Singtel Customer Service was unable to help, and local Singtel shops are unable to help. There comes a point at which you want to get on with you holiday, doesn’t there? Yes, and I’ve reached that. Singtel/Pelago - never again!

Misold a trip from Seville by the company who knew that the main expereince of Jerez horse show was not available on a sunday.
Tickets clearly said horse show, wine tasting and cadiz trip.
Emailed less than 24 gours before to say horse show unavailable. Too late to cancel without loosing full payme t of £94.
Choas aboutvmeeti g point and time.
Requested redund and eventually got £32 each back but not good enough when I only booked the trip for the horse show. All other reputable conpanies onlynhave availabiloty for tues a d thirsday for this trip as that is when show is available every week.
It is a scam . Do not use this company

Cancelled a product on 4 Nov 2025. Was promised a refund. 1 month later, no refund. Got in touch with them, they said they would respond in 2-3 business days, after 6 days, still no respond. Messaged them, no one replied. Got in touch with another agent who said there is a delay in refund and to wait another 6 days!

Esim is a dangerous install glitch. After installed, it might hang the mobile app & unable to remove. Now I hav to send for mobile service centre RESET!

Think again. rather get real sim card used than who knows wat was installed. Call pelago, it jus paid more $ on data jus the chat & they try to understand more abt ur travel fail & misery. Never again? $19, 12hrs wasted on them.

Not to mentioned they admitted their mistake by sending WRONG bus limousine ticket which was refunded after few days. Not worth over some cheap small miles gain to risk ur planned holiday...

Paid day tour which was big chaos, with only meeting location as big as stadium. More than 20guide, u hav to go around hunting ur name on the list like fish market with hundredsss travelers around the world.

Tis platform does not kno when their things goes wrong. Travelers dun hav time to chat for repeat. It's a ripped off sellers computer keyboard warriors... try KL00K, much better in coordinating.. SQ gold elite quoted abv is the truth!

Bought eSIM but it didn’t work and customer service so slow, I had to give up. All a con and huge waste of time and money. Would not recommend or use again.

We booked a tour with Pelago for Port Adventura in Spain, confirmation tickets were issued and double confirmation were given by Pelago via their online customer service as well. But to our horror, there were no such tour on the day of our booking when we arrived at the expected location and verified with the local tour agency that they booked the tickets with. The tour agency said they have already informed Pelago they do not run such tour on Fridays. This is obviously a scam, Pelago is a disappointment. They should not operate as a Singapore brand if they can’t live up to the name. We have asked for refund and the joke is they said we had to provide communications with the local tour to prove we have spoken to them (in which thankfully we asked for it) but come on!!!! Don’t you even have contact with your own partners that you work with? Why do you need us to provide such things when the obvious is that there is no such tour at all!

I will never book with them again. The app is terrible. We arrived in Singapore on 4/11. We went onto the app to book Wings of Fire for that night. I choose 4/11, it then takes you to the payment page. It does not show you BEFORE YOU PAY, a confirmation of what you are booking. This is a serious fault. I paid in good faith and on the next page in VERY SMALL PRINT, was
“Important information “. I clicked in that to be told that Wings of Fire were closed from 3/11-16/11 and the ticket I had purchased was OPEN DATED. We tried to contact the company, but could only get a Chat Bot and we left several messages, but no response.

A few days later we were asked to leave a review on how we liked the show. Finally we had an email and contacted them explaining that we would not be in Singapore when the show reopened and we had specified 4/11. We were told it was a no cancellation ticket, even though we had paid for something that did not even exist. I asked for a Manager to contact me on 12/11 and still have not been contacted.
This puts Singapore Airlines in a very bad light and we will never use Pelago again.

Do not use them. Poor customer service. Slow responses.

Booking disney cruise through them was indeed a nightmare and it took forever for them and ended up with them unable to solve any issues

Poor customer service. No way to contact them other than their chat app which is via bot and they open ticket which takes ages for them to respond. My booking was free cancellation and i am still chasing for my refund sending them reminders and they dont respond or care

Pelago partner of Singapore Airlines big let-down. Will not respond to refund request!
Tried to book transfer using expiring Singapore Kris Miles, but operator did not confirm, so cancelled. Now been waiting a few weeks and Kris Miles still not refunded.
At this rate these Kris Miles will expire before Pelago responds.
Be careful, book using the direct apps ie GetYourGuide or Viator, at least you can interact with agents, instantly, rather than Pelago ***ing stupid Bots !!
Dragging Singalore Airlines reputation down the drain.