pelago.co Reviews 111

Not a good experience and not advisable to engage as they are not trustworthy. The transport booking was confirmed but the transporter did not show up. The trip was to be from Hanoi to Sapa which was a good six to seven hours of travel hence you can imagine the distress of not having the prepaid transport service show up. Trying to get a full refund from Pelago involved paperwork that would be put to shame the filing to be done for a divorce settlement. The amount of bureaucratic BS is shameful for a company associated with Singapore Airlines. And to top it all, the refund of less than $200 dollars is still in limbo and not refunded. More than two months already. Beware. Better to go to Klook or others.

I had a very disappointing experience booking this attraction through Pelago.

I purchased tickets and brought my parents, who were visiting Singapore, all the way to the venue under the hot weather—only to find that the attraction was closed for scheduled maintenance. This was extremely frustrating, especially since we had planned our day around this visit.

What made things worse, the staff at the venue told us we could contact Pelago to request a refund. However, when I reached out, I was informed that the tickets are non-refundable because the maintenance schedule was already stated in the description.

I understand policies are in place, but realistically, most customers do not carefully check every detail or attachment before purchasing. If the attraction is not available during certain dates, the system should prevent bookings or at least clearly warn customers before payment is made.

Accepting bookings for unavailable dates feels misleading. This experience resulted in wasted time, money, and effort—not just for me, but also for my parents.

I hope Pelago improves its system to better protect customers and avoid situations like this in the future.

Absolutely do not use Pelago! The worst service you could possibly imagine. Since they are affiliated with Singapore Airlines, I thought I could trust them. However, Pelago is a scam! I booked tickets to Universal Studios with car service through Pelago. The car service never showed up and I only found out through text messages that the tickets and car service was never arranged! Pelago does not even have a telephone number or email address to send complaints because they are a scam and they do not want to deal with the customers they scam. I was lucky enough to get a refund through my credit card. Pelago did not offer a refund or any sort of compensation. COMPLETE AND UTTER SCAM!!!

Ghost town.
I would put 0 star if possible. 1 star for them is already over rated. Alot of false advertising, and writing to their support mean no reply ever. Then you have to cancel, and re-book again at a higher price with no valid reason, just so after pelago booking is done, their re-direct to the local vendor who say they cannot fulfill and force you to either cancel and re-book and select a premium price or they just simply going to ignore and not fulfill your order which is even worse. Lose lose situation.

SCAM AND CHEATERS

I am going ahead and reporting this website to authorities for the scam they run

I booked Legoland multiple park tickets but when checked tickets on Legoland app found to be single park where there listed item clearly states multiple park

Instead of providing correct ticket they cancelled order with audacity to tell that you need to wait 30 days for refund

They are still selling the same online.

Anyone wants to report combine for their experience can do as already have started group with customers facing same scam by Pelago

Disapointing!

Do not Buy this pass unless you travel within this month. Pelago Pass Singapore pass is waste of money. They calculate first redeam date as first boing date. but if we book early, lets say 2 months, some tikests can not able to redeam e tikets and they ask us to use Pelago Pass QR it self for those. but when you go to location after 2 months, those Pelago Pass QR are expired. Hilarious

So form 6 Attractions you can only use 3. Hilarious. 3 wated due to unable to redeam

I have order the adult ticket for disneyland , but the platform ( pelago ) put me a trap , so i got the wrong ticket, the platform doesnt want to refund me at all

after my complain about this ,
suddenly the platform change the UI ,for the disneyland that have been trapping me before....

Unclear , and uncomplete information , on a ticket , is a fkd up , and your platform don't want to give any responsible for it its under SIA ,but the service is ULTIMATELY POOR !

I HAVE ALL THE PROOF

DONT TRUST THIS SCUM COMPANY

Have a confirmed upcoming long-haul booking with Singapore Airlines and trying to redeem my 'free 2Gb eSIM unsuccessfully for the past week. Each time I've waited for the OTP from the Krisflyer login (I am a member) but no luck. So now, instead of using Pelago while away (yup, probably several top-ups) I have signed up with another - less frustrating - provider.

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