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.
Change of Activity Date
Step 1: Understand your voucher type
There are two types of vouchers, open-dated or fixed-dated, and knowing which one you have will determine if a change is needed.
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
Fixed-Dated Vouchers
What a fixed-dated 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 the product’s change or cancellation policy
How to recognise a fixed-dated 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 clarification: Vouchers that may appear open-dated
Some vouchers may look open-dated at first because they include a validity range
However, if your voucher shows a specific “Visit Date” or “Visit Date/Time,” it is treated as a fixed-dated 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 stated in the voucher, no change is needed
Simply present your voucher at the venue
If you have a fixed-dated voucher
If your planned visit date differs from the date on the voucher, a change request is required
In most cases, we need an alternative date at least 3 working days in advance, as last-minute changes may not be accommodated
Step 3: Next Steps
If a change is necessary, or if your provider requires assistance, please reach out to us.
Change of Number of Participants
Adding participants: A new booking may be needed, subject to provider review and availability.
Removing participants: Subject to the provider’s cancellation policy; partial refunds may be possible if stated
Change of Option Selected
Subject to the cancellation policy of the booking
Change of Participant Name
For activities requiring exact name matches (e.g. cruises, ferry tickets), changes are subject to review and may incur a fee. Contact Customer Support for assistance
Otherwise, the name on the voucher is for reference and can be used by anyone in the party