We take payment security seriously. If you notice a charge or deduction from Pelago that you didn’t make, we’re here to help.
Depending on how the payment was made, please follow the instructions below.
If the unauthorised charge was made to your credit or debit card
Step 1: Check with family or friends
Sometimes, someone you know may have used your card to book on Pelago without informing you. Please check with them first.
Step 2: Contact your bank to raise a dispute
Please contact your bank to report the unrecognised charge and raise a formal dispute. You may also ask them to block your card to help prevent any further unauthorised transactions.Pelago will work directly with your bank as part of the investigation. For any updates on the disputed charge, please check with your bank.
If the unauthorised charge was made using KrisFlyer miles
If you believe your KrisFlyer miles were used without your permission, please reach out to the KrisFlyer team as soon as possible. We will work closely with them to:
Review the booking where the miles were used
Support the investigation into any unauthorised activity
Please note that KrisFlyer miles are strictly personal and may only be used by the account holder.