pelago.co Avis 

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.

Purchased a family pass (2 adult + 2 child) to the Cairns Kurunda Scenic Railway, when I arrived, was informed my ticket was for a single adult and they were sold out, this meant not only my return tickets via the sky rail was also useless and I also have a 4 year old and 2 year old in tears as they watch the train leave without them. As this is a busy holiday season it also meant I wasn't able to get alternative seats during our stay here.

Whilst i was offered a refund and a discount voucher for my next trip, i don't think that quite compensates the negligence of a supposedly reputable business. My experience was sorely disappointing, and won't be trusting them with my travels in future.

Bought a Pelago pass, had problems making reservations to the attractions. The dates are wrong and Pelago would not allow a change in the dates and tells us the tickets are only valid on that date. Waste money to pay for an unused tickets for whole family to a water park!
Worst service ever!!!!

Was initially sceptical booking an activity in Australia through an overseas company, but had no issues at all. Booked 4 tickets to Sea World on the Gold Coast and the admission tickets were sent to me immediately. Used them at Sea World a couple of days later and no issues at all. Pelago provided chat support for any questions. Knowing they are part of Singapore Airlines, was also reassuring. I gather Pelago purchase tickets from local travel agents in bulk and therefore are able to sell them at cheaper prices than what you get going direct through the provider. Would use again.

I purchased 5 of these Esims Singapore Airlines Deal (1GB with 7-Days Validity) and only 1 worked ! The other 4 said they were invalid even though I installed them the same way as the first one, using Frewie instructions.
A terrible experience while on holiday, I had to spend so much time looking for another provider to get another eSIM.

I run a tour in York UK. We sell on various ticket platforms such as Get your guide and Trip Advisor as well as through our website. We have written agreements and receive payments from them.

However, until today I had never heard of Pelago. And yet they are advertising my business and selling tickets without my knowledge or consent. This will explain why I have had extra guests on tour with tickets but no bookings received at my end. Absolute fraud! I'm so angry and yet can't get hold of these people. Avoid at all costs. They are robbing businesss and robbing you!

Booked a trip for Malaysian citizens by accident, contacted Pelago to assist with cancellation, they refused. Will never book with Pelago again, customer service is very poor

I will give a 0 if I can. First, tries to use SQ promo code, but first agent (Idayu) didnt know why it didn’t work. She said she will get back to me but she didnt. Decided to go ahead to book the 5 attractions pass, so hard to make a booking on the attractions, agent (Cynthia) didnt know too, ended up doing it via email but took a while as we co-ordinate timing. Lastly, when I thought all was ok, went to the attraction only to be told by them that agent booked wrong date and I was not allowed in. Ended up having to pay extra, what an useless company, back to Klook I go

I regret not reading reviews before I book ferry tickets to Bintan. Same story with the rest, the tickets were pending for confirmation and we are 2 days away from travel and still no news. The virtual chat and live agent are non-existent. I was always queue no.2 for hours. And finally I decided to book direct. The refund was quick as lightning though. Pelago should not keep customer hanging like this.

Don't use website. i booked ticket for Bintan ferries. After i booked, they wrote that my tickets will only be confirmed after 24h, if my chosen timing is not available, my tickets are not cancellable. Worse is that they never confirmed them. I send an urgent request to their customer service. They only responded 14 days later. That's 2 days before my trip. Luckily i cancelled and booked another trip. So don't plan vacation with them. What is sold on the website might not be available and you will never know or too late. It is a shame that Singapore airlines sell this. They have great planes but worst customer service.

Booked my Bintan Ferry tickets from Pelago 5 days ago and didn’t get any confirmation back from them..Email stated 24 hours for them to revert but I did not hear from them at all. When I contacted them, they simply mentioned that the departure time for my tickets are not available and threw me a couple of other timings.. The platform does not have the responsibility to get back to customers when there is a booking issue (full or not available) and expect the customer to escalate to them. Extremely disappointed with the service. Just a shame to know that they are affiliated to Singapore Airlines/Scoot/Krisflyer.