pelago.co Avis 111

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.

I regretted using this stupid app! Don’t use it if you don’t want to face the frustrations that experienced. Made booking for a JR Pass. Says will send me within 4 business hours. 4 days later still nothing! Tried to get to them but can only use their chat bots which only send you an email to say they will response within 24hrs. Another 2 days wait and still nothing. Tried to get a live agent as I’m an elite gold which their app say is a priority service! Sent to chat bot again! This app is a scam! Don’t join or use!!!!!!!

The 5 attraction Pelago pass was good value and covered all the main attractions. However, I did have trouble booking attractions once I had purchased my voucher and there is no live chat or phone number and it took 3-5 days for customer services to return my various queries. The App did not work for me for booking attractions for my voucher but it did work for some when I went via the website. Some attractions allowed you to book but I did not receive any email confirmation or separate booking for this so it was a bit worrying not knowing if we would be turned away or not. This was for the Marina Bay Sands and the Zoo. I was unable to book via the website for the Oceanarium in Singapore and my ticket query was answered after 5 days. I actually reached out to Singapore Airlines live chat who did say they would follow up and 5 mins later my Pelago ticket was answered. They then booked this for me but this would not be good for those leaving it 2/3 days before to book attractions. Overall, it is not a scam and is good value but beware that you may have trouble booking attractions and will need to allow time for customer services to come back to you. Until Pelago have a live chat similar to the service for Singapore airlines I could not recommend the multi attraction pass.

Booked and received two electronic tickets to Gardens by the Bay attractions in Singapore (October 2025). At the entry to the Cloud Forest, only one ticket in the .pdf had a QR code and the customer service reps wouldn't let us both in despite showing the receipt. We tried the venue wifi and other methods to no avail. We ended up having to leave.

Pelago ignored one service ticket, cancelled the other and then refused the last attempt at a refund, despite being provided with screen shots showing the faulty .pdf. Waste of $A90 and so much emotional effort dealing with these clowns. Happily deleting the app once this review is submitted.

Ridiculous, they won’t let me change my tickets that I accidentally booked for the wrong month or allow me to pay the price difference.
Money hungry company who is notorious for scamming people out of pocket!

An absolute scam! Their system made a mistake and they refuse to admit nor refund me. When making a booking, there was a calendar to filter to my preferred date. There was no mention whether my date selected was a peak or non-peak date. But the option given to me was non-peak. Logically, anyone would assume that it is valid. It even showed up on my booking confirmation. Yet when the ticket is sent to me, my booking date is not the same as the ticket date. I had to submit multiple tickets and even took an unconventional method to get hold of their Head of Customer Experience to even get a reply from them. Yet, all of them keep telling me to go on the date specified on the ticket not my booked date?!?! No refund. No resolution. They tried to give me 10% voucher to my accout for the next booking out of "goodwill". That does not even cover my loss. The Head of Customer Experince has also since been uncontactble. Highly suggest everyone to avoid booking through Pelago. There are a lot of other providers who offer it at same or better prices.

Disappointing Experience with Pelago Singapore Pass – Not Recommended
We had booked the Pelago Singapore Pass for our family (2 adults and 1 child), opting for the 5-attraction pass including Universal Studios Singapore. While the booking process seemed smooth initially, the actual experience post-purchase was frustrating and fell well below expectations—especially disappointing given Pelago’s association with Singapore Airlines.
Our first issue began when we rescheduled and redeemed the pass for certain dates. Despite confirming the changes, the system issued tickets for entirely different dates. While the Universal Studios Singapore ticket was eventually corrected, it still required back and forth with the help centre which is purely live chat or email.
However, the Adventure Cove Waterpark ticket issue was a much larger hassle. Despite having clear screenshot evidence, it took an enormous effort to even get a partial resolution. In the end, we were forced to purchase a discounted ticket separately—resulting in an additional cost over the original pass. Pelago stated they were unable to do anything more, which was unacceptable given the situation.
The most disappointing moment came when we visited the Singapore Flyer, only to be told at the counter that Pelago was not recognized as a ticket partner, and our pass could not be redeemed. We reached out to Pelago immediately, but only received a response after more than 24 hours—by which time our trip was almost over and we were departing singapore.
Considering we were in Singapore for just 4 days, dealing with delays, uncertainty, and poor customer support took away precious time and peace of mind. It’s frustrating and unacceptable that ticket or date issues take 4–5 days to resolve—especially for travelers on a tight itinerary.
On a positive note, Honey from the support team did make an effort to help us, and we do appreciate her assistance. However, the overall experience with Pelago was highly disappointing. Pelago operates like a disconnected third-party app with poor user interface, unhelpful customer support, and almost no booking management options within the app itself.
It’s incredibly frustrating that once a booking is made, there’s no clear or reliable way to make changes, request support, or even get proper updates. The app lacks basic functionality you'd expect, and any attempt to resolve issues is met with delayed, copy-paste responses or outright denial, even when the customer is clearly in the right.
What's worse is that customers are left bearing the cost of Pelago's shortcomings. It’s very sad and surprising to see a platform connected to Singapore Airlines make people lose money due to rigid, unfair policies and a complete lack of accountability.
Final verdict: We strongly do NOT recommend using Pelago’s for sightseeing pass or any. It’s unreliable, poorly supported, and any issues—however small—will disrupt your travel plans significantly. Between we used Klook for a few attractions as the tickets were not turning up in time for us from pelago during our visit - Feels more favourable.

Pelago still scamming us?

You take our tickets without our consent and now reselling it???!!?? You call and say we can’t have our tickets after you scam us after we paid our dues well in advance !!??????? Terrible!!!!!!!

I wish I could attach the photo!

Brought tickets for the Cable Car over to sentosa.

Got to the Cable car - Scheduled yearly maintenance for the whole month, therefore closed. Told Pelago and said it's unacceptable that you can buy tickets for a day that the cable cars not even in operation. Told me they won't refund, they mention in their description about the closure. Despite the fact they know it's closed, they still allow you to buy tickets for the dates it isn't open. A clear trick to catch you out. Going by the rest of the reviews on here, this company is as awful as they seem.

Don't use.

the worst provider i ever used. booked for Ocenarium on the day itself and only got the voucher 6 hours later when the Ocenarium is closing in an hour. i decided to purchase another ticket on site due to the long wait for the voucher from Pelago.

worse of all, asked for a refund, it will take you forever. i m still waiting for my refund ...never will use Pelago again, i will stick to their competitor, K or B or T ... no more Pelago for me .. disgusted by the experience and customer service .

I received email from Pelago 2.5 months ago stating they had an error on their system and sold us F1 tickets at wrong price and asked us to top up over $400 to retain the tickets. I reply back to them that i did not accept the arrangement and they need to honor. They replied with a very generically written email stating that the error was on their side and they are taking "full responsibility" on the matter and gavee a $15 discount on ticket price (equal to less than 5%). This was more of an insult.

How is that taking full responsibility by pushing customer to top up 95% of the diff to cover Pelago error? In other words they are willing to accept only 5% of the error they created themselves.

Similarly if situation was reversed and there was no error yet i overlooked the prepaid non refundable clause for these F1 tickets, i doubt pelago would charge me just a 5% penalty and refund 95% back to me

What routes do we have in SG to raise this dispute and fight this matter?

Bought F1 tickets on Pelago months ago, and they just reached out to say there was a technical glitch on their website thus the price was much cheaper. Currently they are asking to top up the pice difference?!?! How is that a reasonable resolution to place the burden of technical error on the consumer?!?!

Horrible experience.
Can't even purchase anything for it to not work!
Gets stuck at "process payment" and the error message is: "."
Extremely helpful. Hopefully I can buy a Sim when I arrive at Changi.