Purchased the ticket 2 weeks in advance. No contact from Pelago/local tour operator a day before. Ended up contacting Pelago and eventually in early evening (night before), received response from local tour operator. We were told tickets 10.30am pickup with 11am entry BUT our ticket stated 8am start. Issues: 1. Seriously lacking communication. 2. Bad planning by Pelago/Local Tour operator since we were expecting 9am entry in museum to spend whole day but we are forced to have 11am entry instead. My opinion based on for me to chase a day before what's happening, they all forgot about booking and by this time, only the 11.30am entry was available. 3. Supposed to be a full day (8 hours but someone else said 9 hours). Agreed with the driver when we were dropped off to the museum that we will come back around 6.45pm-7pm as we also wanted to have dinner at the museum. No issues at this point. 4. The driver from local tour operator contacted just before 5pm stating he is waiting for us. I responded saying it's not time and we are not finished at the museum plus have not had dinner. Driver then wrote in WhatsApp he was booked for 4 hours only followed by stating '4 extra hours' implying extra charges. We continue with our visit but felt rushed/stressed that the driver may or may not be around waiting for us. 5. Museum part closes at 6pm, so we left at 6pm and luckily driver was there but he made it clear he was not happy. I have everything above in writing (4 hours, 8 hours, 9 hours, I made the contact with Pelago, tour operator response date/time, ticket stating 8am start, etc.,) I reported this incident to Pelago and provided proof of above. Despite all of this, Pelago felt their communication and especially the local tour operator did nothing wrong. This behaviour from the local driver causing us undue stress/frustration seemed acceptable by Pelago. Outcome from Pelago, no refund or even 1 cent compensation. I am a long time KrisFlyer member and tried Pelago for the first time. I will not be booking with Pelago again. It is not worth it even if it's linked with reputable KrisFlyer. Massive let down.