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: Gather details
If no one recognises the charge, prepare the following information so we can investigate:Date of transaction
Amount charged (and currency)
Last 4 digits of your card (please do not send the full card number
Name of your card-issuing bank
Let us know if you have you already contacted your bank about this transaction
Step 3: Contact your bank
If you haven’t already, we recommend contacting your bank immediately to block your card first.
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.