Getting in touch with your provider
Waiting to hear from your provider can be frustrating. In most cases, this is often expected, as providers typically contact customers closer to the activity date, whether you're waiting for a driver for a transfer or a guide for a tour or experience.
This guide explains:
When to expect your provider to contact you
Where to find their contact details
What to do if you haven't heard from them
Before You Contact Your Provider
When will my provider contact me?
Most providers will contact you:
1 day before your activity, or
Up to 12 hours before your scheduled time.
They may contact you via:
WhatsApp
SMS
Email
Note: The phone number may not use a Singapore or local country code. This is normal as long as the message or the provider is able to reference your Pelago Booking ID.
Where can I find my provider's contact details?
The location of your provider's contact details depends on the type of confirmation voucher you received.
Pelago Confirmation voucher
How to identify it:
The Pelago logo appears in the top-left corner of the voucher
The voucher includes a QR code
Where to find the provider's contact details on the Pelago Confirmation voucher
Scroll to the bottom of the voucher
Look for the Local Operator section (bottom right of the voucher)
The provider's phone number and contact details will be listed there
Viator Confirmation voucher
How to identify it
The voucher displays "Powered by Viator"
Where to find the contact details
Open your confirmation voucher
Scroll down to the Help & Support section
Under Activity provider, you'll find the provider's contact details next to the word "Call"
When to expect contact based on when your activity is
My activity is 2 or more days away
It's normal not to have heard yet. Your provider will be in touch closer to the date
If you prefer, you can contact them first:
Find their contact details in the Local Operator section of your voucher
Include your Pelago Booking ID and the name on your booking
My activity is tomorrow or tonight
If you haven't heard from the provider, check your:
WhatsApp
SMS
Email (including the spam/junk folder)
Look for messages from unfamiliar phone numbers or country codes
Contact your provider using the details in your voucher
Include your Pelago Booking ID and the name on your booking
My activity is today and I haven't heard from my provider
If your provider still hasn't contacted you:
Check your WhatsApp, SMS, email, and Spam/Junk folder.
Contact your provider directly using the details in your voucher.
If you cannot reach them, contact Pelago Support immediately.
In urgent situations where your provider does not arrive, you may wish to arrange alternative transport. Our team will review and assist with any additional costs where applicable.
What if there are no contact details on my voucher?
If you:
Cannot find the provider's contact details,
Do not see any contact details on your voucher, or
The contact details are not working,
please follow these steps:
Check your voucher for the meeting point, pick-up location, and any special instructions. These tell you where to go, even if you haven't spoken to the provider.
If the listed phone number is not responding, try other contact methods in your voucher — such as WhatsApp, email, or WeChat — before reaching out to Pelago Support.
If your activity is starting soon and you still need help, contact Pelago Support and provide your Booking ID.
Already reached out but getting no response? See What to do if my driver is unresponsive for next steps.