Managing Changes to Your Booking
We understand that plans can change, and we’re here to help!
Whether you need to update your activity date, number of participants, participant names, or booking options, this guide explains how changes work on Pelago, and helps you understand whether a change is needed, or if you can proceed using your voucher as it is. Once a Pelago booking is confirmed, it cannot be directly modified. This includes changes to the number of travelers, adding additional services, or altering other booking details.
Change Activity Date
Step 1: Check if your voucher is open dated or fixed dated?
Once your booking is confirmed, you may receive one of two types of vouchers: open-dated or date-specific (also known as fixed-dated). The type of voucher you receive determines whether you need to make any changes to your booking.
Open-Dated Vouchers (also known as flexible-date tickets)
What an open-dated voucher means
There is no specific visit date tied to the voucher
Any date selected during booking is for reference only
You may redeem the voucher directly with the experience provider within the voucher’s validity period
If you are looking to change your visit date, no rescheduling is needed as long as the voucher is used within its validity period
How to recognise an open-dated voucher
Your voucher may show:
“Valid for 1 month from the date of selection”
“Valid for 60 days from purchase”
“Valid from 1 January to 1 June 2024”
“Valid until 31 December 2024”
These vouchers usually show a validity period or expiry date, rather than a single visit date
Important note for open-dated vouchers
Some open-dated vouchers still require you to reserve a date or timeslot separately with the provider.This requirement will be stated on the product page or your confirmation voucher
Once a timeslot is reserved, any request to change it is subject to the provider’s review and approval
Date-specific Vouchers (also known as fixed-date tickets)
What a date-specific voucher means
Your booking is confirmed for a specific date and/or time selected during booking
Any change to the date or time is treated as a reschedule request
Changes are subject to to the service provider's approval or cancellation policy
How to recognise a date-specific voucher
Your voucher may show:“Valid on 1 June 2024”
“Valid on the date of selection only”
A clearly stated Visit Date or Visit Date/Time
Important: Some vouchers may look open-dated
Some vouchers may appear to be open-dated because they show a validity period.
However, if your voucher includes a specific “Visit Date” or “Visit Date/Time,” it is considered a date-specific voucher.
Examples of validity dates on vouchers
Open-Dated Vouchers:
Tickets can be used between the specified dates: “Valid between [date] to [date]”
Voucher shows a ticket expiry date, indicating it can be used any day until that date (open-dated)
Fixed-Dated Vouchers
Voucher shows a “Visit Date/Time” based on your booking request
Voucher shows only one valid date: “Valid on [date]"
Step 2: Check if a change is needed
Compare your voucher details with your intended activity date.
Confirm whether your voucher is open-dated or fixed-dated
Check the date shown on your voucher
If you have an open-dated voucher
✅ If your planned visit falls within the validity period shown on your voucher, no further action is needed. You can use your voucher as it is, with no need to change the voucher details.
Simply show your voucher at the venue on the day you visit. The date you selected when booking was for reference only and does not affect your voucher’s validity.
If you have a fixed-dated voucher
If your planned visit date differs from the date on the voucher, a change request is required
Please note that change requests are subject to the service provider’s approval. The time available before your activity date determines whether there is enough time for the provider to review your request:
If your activity date is 2 days away or less
All change requests are subject to the service provider’s approval and processing time
As your request was received too close to the activity date, there is not enough time for the service provider to review and process the change before your activity.
You may consider the following options:
Proceed with your original booking: Your voucher remains valid for the confirmed date.
Transfer your ticket: You may be able to transfer your ticket to a friend or family member if it is a general admission ticket that does not require a name match.
Check your cancellation policy: If your booking is eligible for free cancellation and the cancellation window has not passed, you may be able to cancel and make a new booking for your preferred date.
If your activity date is 3 or more days away
We'll assist to forward your change request to the service provider for review. Please share the type of change you’d like to make and the specific details of your request.
Please note that all change requests are subject to the service provider’s approval.
Step 3: Next Steps
If a change is needed and your activity date is 3 or more days away, please reach out to us with the following:
Type of change: Let us know what you'd like to change (e.g date, timeslot, pick-up location, or option selected)
Details of the change: Provide the specific new date, timeslot, location, or option you are requesting.
Please note that all change requests are subject to the service provider's approval. We will process your request based on the date we receive and review it.
What to expect after submitting your request
We'll forward your request to the experience provider for review.
Typical response time: 1–3 business days, depending on the provider.
If approved: You'll may a new confirmation voucher by email.
If you don't hear back before your original activity date: Proceed with your original booking as planned as no response means the change was not approved in time.
Change the Number of Participants
Confirmed bookings cannot be directly modified to change the number of travelers.
To make changes, you must cancel the existing booking and create a new one with the updated details. Note that the new booking will be subject to the current fare displayed on the website.
Bookings under a no-cancellation policy cannot be partially canceled for a refund. For example, reducing the number of participants in such bookings is not refundable.
A handling or cancellation fee may apply when canceling a booking. For instance, a 5% fee is applicable for certain bookings.
Change the Package or Option Selected
To make changes to options, you must cancel the existing booking and rebook with the updated details. Note that the new booking will be subject to the current fare displayed on the website.
Refund eligibility and fees depend on the activity’s cancellation policy.
Change the Participant Name
For products requiring exact name matches and ID checks (e.g. cruises, ferry tickets, JR Passes), changes are subject to review and may incur a fee. Contact Customer Support for assistance
Otherwise, the name on most vouchers is for reference and can be used by anyone in the party