I booked with this company twice. The drivers were very professional, but the customer service team was not up to standard. I booked an airport transfer at 11pm 2 months in advance, and a week before my booking, they emailed me trying to charge an additional $10USD "night service hours" fee. When I questioned why this charge was not communicated to me earlier and that it was not mentioned anywhere on Pelago, they backed down. Furthermore, when I tried to change the pickup location on the day, they told me that this was not possible DESPITE notifying them a month in advance that I would not know the pickup location until the day of, and that they had told me that this was okay. Luckily it wasn't too far, but it was immediately clear that several miscommunications had occurred that impacted my booking.

I booked a sedan/car, but what I got was a van. This is misrepresentation. I am disappointed. This is the second time that Pelago has pictures of car pickup which is so different from what has been delivered. The first time was a "corporate-looking" car pickup which I booked through, but which turned out to be a taxi. Both are for the same trip in Auckland.