I enjoyed the trip and we got to go see many sights.

I signed up for a day trip to Blue mountain on 3/7, though price is higher than Viator and Klook because it is a partnership with singapore airlines. First time user. However I was very disappointed with services. (1) the voucher said the pickup at my hotel is 7am. When I received a notification from Pelago 2 days ago that my pickup is 755 am. I seek for clarification if timing is 7 am or 7.55 am. But there wasnt any contact #. I CAN ONLY chat with Pelago AI assistant. The reply is 7 am and it apolgised for the confusing message. I waited at the lobby at 6.45 am but there was no pickup. I sent a message again to Pelago AI Assistant. Reply again is 755 am pickup. I told AI II NEED to speak to a human, the reply is customer service only works 2 hrs later. Sent email and reply from Pelago replied they are investigating and will call few days later. I was left in the lurch if the sydney partner will pick up. I wanted to cancel as I was frustrated as a 1st time user. with the Pelago service for the incorrrct message sent by AI assistant and lack of accesibility to my immediate need for support. Decided to contact the local operator, FJTours that appeared on my voucher, though there was no instruction communicated to me earlier that I need confirm with FJ. Fj Staff told the pickup was 8 am and they have already communicated to Pelago of this revised pickup time since they dont have my email or comtact #. Unfortunately pelago didnt notify me of this change. I STARTED THE MORNING WITH EXCITMEMT FOR THE BLUE MOUNTAIN TRIP BUT MY EXPERIENCE OF POOR SERVICE FROM PELAGO caused me to have a lousy start for the day. (2) Pelago voucher indicated that my day trip package includes a ferry cruise and ferry ticket. I was told by tour guide that I have to call FJ tours office to clarify. I had to made an international call to australian office via roaming charges using my Singapore hp. Fj tours told me that t I have to pay first and submit to them for refund. I was not informed earlier by Pelago or its partner of this arrangement. At least this info should be indicated on Pelago wesite for this trip to Blue Mountain so that customer can make informed decision or choose another vendor. For a first timer, my experience with Pelago is very very bad and causing me a lot of anxiety and unnecessary inconvenience. I never have this bad experience with its competitors like Viator or Klook. THIS WILL BE MY LAST TIME USING PELAGO SERVIXES AND WONT BE RECOMMENDING MY FRIENDS TO USE IT EITHER. I feel sad that my favourite airlines like Singapore Airlines and Scoots, which I am proud of and regular traveller as Kris flyer member and Singaporean is using Pelago to support its travellers.