pelago.co Avis 

Doing real damage to a premium brand like singapore airlines. No focus on the customer.

Complete waste of time. Never confirms or cancel the tour customer service whatsoever and the Virtual Assistant won't even open. Wish I had read the reviews before trying it.

Avoid at all costs

I have not received any confirmation or booking information for 5 x Kecak Fire Dance tickets in Bali. There is no way to contact them. SCAM!

Bought USS Express from Pelago. I thought they were decent as they are part of Singapore Airlines group. Turning out, I was totally stupid.

No confirmation has been sent. No way you can contact Customer Service which completely does not exist. Several emails were sent but none of them was replied.

I had to dispute a transaction with my credit card. NEVER AGAIN!

Dreadful non-existent customer service. Waited more than 2 weeks (and still waiting despite chasing) for a response to an on-line query as there is no real way to contact Pelago. I would strongly recommend that they are avoided. Don’t buy into their promotional hyperbole.

SCAMMER!!
I booked 2 lounge passes for 3 hours for my brother when he was travelling from Australia to Thailand.
When they arrived at the lounge, the receptionist did not allow them in to get in and use the service because they were connecting from Bangkok to Phuket they said.
They proved the receptionist that they have not left the airport as they had only 4 hours between flights (why would else will you book a lounge obviously just to make time).
I contacted the customer support immediately and requested a credit or refund, which they declined. If you have declined service, the company should be obligated to compensate, why charging for something they did not allow to use??
Guys this is a FULL SCAM! Don’t book nothing from their website.

I had a very bad experience with Pelago.
I bought 2 tickets in the same booking for Reina Sofia museum. After that I decided to go to Prat museum and leave my wife to Reina Sofia.
I could not cancel 1 of the 2 tikets because they come from the same booking.
So I asked the cancelation tickets for the 2 tickets and rebought 1 tiket for Reina Sofia and another one for Prat.

Conclusion: the didn't refund me the 2 tickets of Reina Sofia also if I explained the situation, also if I asked for the refund 24 hours before.
After 3 days they communicated me that the company won't approve the refund.

I truly suggest to everyone not to use this company for buy tickets!!!

It's not a scam like what others said but service is slow and bad. Waited for almost 30mins at the station to receive the voucher. All this while waiting for a chat agent. Are they even serious about ecommerce? I think the SIA CEO should divest of this business!

Useless booking site. Spent days trying to book things in Singapore, which you'd think would be easy as their home city. Nope. Lots of the tours are minimum of 5 participants??? The one tour I booked was cancelled the following day. Also most of their sneaky promotions don't work. They promised 30% off if you flew with Singapore Airlines. I'm flying Singapore to Rome return which apparently disqualified me from Singapore bookings. So much time, zero success. Give these guys a miss, they don't know what they're doing, Klook is better.

Very disappointing experience. Bought a travel ticket online (on mobile) and it wasn't clear that it would be a voucher that had to be physically redeemed.

As soon as I saw this on the purchase confirmation I contacted them to say that I wouldn't be able to get to a redeem point and asked for a refund (as it's reasonable to assume in 2023 that a travel ticket bought online is digital) but they absolutely refused.

Clearly they are essentially a scam business - happy to take money even when a product is mis-sold, unwanted and not delivered.

Avoid.

Fraudulent company. Issued me with an invalid ticket for Kuala Lumpur Aquarium and have refused a refund after first acknowledging the mistake and stating a refund would be issued. Very slow customer service too, which has dragged this whole issue out. Do not book through this company.

They took a booking and my money for an airport lounge that was not open for the time I was there. They then refused to refund me because their “cancellation policy” required 24 hours notice.
They hide behind the fact that buried deep on the webpage somewhere was apparently a link to the hours of operation. And I assume they rely on the fact that the amount involved means pursuing them legally is not with it.
Like anything to do with Singapore airlines these days they shouldn’t be trusted.

Buyer be aware, make sure you research all options and pricing from other vendors or direct from seller before purchasing. There lowest price guarantee promotion will not be honoured, will be paid out in a different currency, or in Pelago credits.

Poor customer support that always provide with the same answer, “will have to verify with the vendor, cannot guarantee”.

I purchased train tickets to travel from Seoul to Busan a week before travelling. The next day I noticed that I was charged adults fare for 2 children and 1 youth. After looking at the rail site (KORail), they had the same package with youth pricing and children pricing. I contacted them through via email (only option, phone number very difficult to find when it comes to help) and told them of the issue. I got an automated response that their team will look into it. Two days passed with no response, so I had to email them back and ask for a status update.

Got a response back the very day and sent a couple emails over the next few days about my situation and was told “they will have to check with the vendor”, I sent them screenshots and links to the rail site with their pricing. And told them I’m travelling in 5 days and if they can just refund the difference OR just cancel the vouchers and I will just rebook directly with the rail company.

I then received no response for the next 2 days and after sending a few messages and going on their live chat I was able to get a response (the day before travelling). They kept telling me that what I purchased was different from what the rail company is offering and that they did nothing wrong, CLEARLY they over charged me. They claimed they escalated the situation with their management and came up with a solution:

1. They can request a cancellation with the vendor but it will take 10 business days and it’s not guaranteed.
2. Use the vouchers as is.

The fact that I was leaving the next day left me with no choice. I believe they delayed their response and put me in a no win situation.

I will do my best to share this experience as much as I can and report to a business bureau review if exists for Pelago/Singapore Airline.

I would score them zero but there is no option. I booked a horse riding tour a week in advance, got my voucher, turned up at the operators venue and got turned away. Upon checking with Pelago, they said they failed to pass the reservation onto the operator. They said there was nothing they could do and this ruined our trip. Totally unprofessional. I will never use them again

I bought two tickets for Singapore GP. It was hassle-free and the confirmation e-mail was sent immediately. Also, there's no other fees issued, like the e-ticket delivery unlike the other site that I visited. Anyway, I'll update this review when the event is near and how early or late they will be sending the e-ticket.