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Paid in Full, Received Less – Pelago Tour Complaint

Grand Egyptian Museum: Entry Ticket + TransfersI 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.

Date of experience: Dec 08, 2025