Disappointing experience—way below the standard expected of a Singapore Airlines brand
Having high expectations since Pelago is backed by Singapore Airlines, I have to say the experience was honestly pretty lousy. It doesn't even hit 10% of the standard you get from established platforms like Klook, KKday, or Trip.com. There are so many areas the team urgently needs to work on: 1. Activity Details & Formatting: The page layouts for activities are a mess and completely inconsistent. The team needs to standardize the format for all listings. I had to search high and low just to find basic timelines, clear inclusions/exclusions, and pickup/drop-off points. 2. Search Engine, Pricing & Product Curation: The search engine desperately needs basic filters like destination, departing city, and price. Also, some of the activity prices are ridiculously expensive. Staff probably should review the actual possibility of getting an item sold on the platform before blindly listing it. People looking for high-end luxury tours will just hire a private agent anyway. Pelago should be focusing on the best deals, exclusive activities, and catering to regular working adults looking for a good value. 3. Voucher Bug (Major Issue): I booked a Let’s Relax massage voucher which explicitly stated the date selected was for reference only, valid until 31 Oct 2026, and just couldn't be used on the actual purchase date. But when I showed up at the spa, they told me it could ONLY be used on the selected reference date. It caused a huge hoo-ha at the shop, and I ended up having to pay cash out of pocket just to get my massage. This redemption bug needs to be fixed immediately before it ruins anyone else's trip. I honestly thought Pelago looked promising when it was featured during the Kris+ Fest, but the app, website, details, and redemption process all have a long way to go to live up to the "By Singapore Airlines" name. I really hope Pelago can sort these issues out and actually compete with the dominating platforms by next year. Looking forward to seeing real improvements.