PYO TravelUnsatisfactory Service

This review was posted by
a verified customer
Verified customer

To say I am disappointed with my travel experience with PYO Travel Malaysia is putting it mildly.

I am writing in not to just express my utmost disappointment with what is supposedly a premier travel agent but also to highlight their level of incompetence and complete disregard for customer service so future customers would not have to undergo the same disappointment that I have fared.

My husband and I booked a travel package 6 Days Sydney Free & Easy ex KUL with PYO Travel. To put it simply, my entire experience with the package was a complete nightmare from beginning to end.

Firstly, incompetent personnel from PYO Travel provided inaccurate information on the departure airport for Jetstar flight to Sydney and directed us to board the flight from Subang Airport instead of KLIA. Fortunately I had the presence of mind to reconfirm this information with Jetstar. Imagine what would have happened if I had gone to Subang airport as advised by PYO travel. I would very likely have missed my flight!

Unfortunately for me, my troubles and mishaps with PYO Travel did not end there. Upon checking in, imagine my dismay when i found that PYO travel had booked us on a travel LITE ticket, which excludes any form of check in luggage. And any form of check in luggage would incur me a sum of RM480 per bag.
Thankfully due to my quick thinking that my husband and I manage to repack our luggage in such a way that wasn't required.

My dissatisfaction was compounded when, upon chatting with one of my fellow travelers, I found that they too had been booked with a travel LITE ticket by PYO travel but the Melaka agent who did the booking actually had the courtesy to inform that one day that their tickets had been booked under Travel Lite. Furthermore the agent had paid for one check in luggage for them and admitted that it was a mistake on the agent's part.

Upon my return, I followed up with PYO Travel (KS Ong) to explain and indicate my dissatisfaction with their competent service and requested a measure of compensation for the trouble faced. Unfortunately, all I got from them was a very lukewarm sorry (after following thru with numerous calls and emails).To add salt to wound, no action was taken against their incompetent staff.

Kudos PYO Travel for being so professional !

All being said and done, I guess I now know in the future which travel agency in Malaysia is good at offering below par service and even more excellent at not owing up to their mistakes.



  • Da
    dannaarissa Aug 23, 2016
    This comment was posted by
    a verified customer
    Verified customer

    I have booked 2 tickets to Japan about last 2 months and unfortunately I have to cancel the ticket due to unforeseen circumstances. At first I ask them on how much that I will be charged if there's a case I need to postponed my trip and they did replied quite promptly within 24 hours. Then, after certain further discussion with spouse, we finally decided to cancel the trip since we couldn't manage to set up the exact date for the ticket changing and that's what every hanky panky comes in! Politely, I have sent another email, with appropriate details on our flight details and requested for the flight cancel and refund. No reply. On next day, I have sent another request just in case they might overlooked our email asking for update if they has received our cancellation request. Still No Reply. Again, in the late afternoon, I ask them again very nicely if they managed to received our email and what's the update of our cancellation. Again NO REPLY! Several and too many phone calls has been made but the line always busy and sometimes the line has been cut before we could speak! Again, on the next day, I send another email and even with slightly red fonts and bold in certain words, I still managed to provide a politely request hopes that PYO TRAVEL will answer. At the same time, my spouse has tried to call them and luckily managed to speak to one of their customer service, but the answer was she just managed to see our emails and will reply very soon. The cancellation refund also being granted within 3 to 6 months period which we think quite long but well, as long as we can get back half of our money. We still waiting for their email to correspond to our EMAILS but still NOTHING. I just curious, are they trying to delay our request and pretending not to see or read our emails or they just get too busy to reply, "YES THEY WILL PROCEED WITH THE CANCELLATION REQUEST". Call them again, BUSY..LINE BUSY..Until, at last I sent out one final email quite harsh and threaten them to lodge the complaint to the tribunal, then only FINALLY THEY REPLIED OUR EMAILS! ONLY AFTER THE CUSTOMER LOSS THEIR PATIENCE AND GET MAD! THEY FINALLY REPLIED BUT WARNED US ON THE WORDS THAT WE'RE USING!!WHAT!!!WE JUST REMIND THEM TO RESPONSE TO OUR EMAILS & ASKING ON THE FEEDBACK AND IF WE FOUND ANY HANKY PANKY OF COURSE WE WILL ESCALATE TO THE TRIBUNAL. We did remind nicely and politely, but NO REPLY and only after WE GET MAD AND THREATEN TO REPORT TO THE TRIBUNAL, only then they replied and asked us to watch out our words. What are such unprofessional travel agent! So for others, please choose other reliable travel agent such Mayflower & Sedunia Travel.

    0 Votes
  • Ra
    Rahmat N.A Wijaya Dec 18, 2015
    This comment was posted by
    a verified customer
    Verified customer

    PYO Travel Malaysia is really disappointing. The customer support respond is slow and their phone number always be busy even you call them morning, afternoon or evening time. No body will pick up the phone and wasting your time and phone credit. I have this bad experience for 2 times.
    So...i recommend to avoid this travel agent since they are not a real travel unprofessional.

    0 Votes
  • So
    Socadess Dec 08, 2015

    My friend is still having problem asking for a refund for which their staff booked flights wrongly and charged him for it. I am helping him to get his money back. They have been toying him with all excuses and it has been more than a year now. So, we went to PYO office in Southgate last two days and told the Manager that I will bring the issue to Consumer Tribunal if my friend has not gotten his refunds by next week. His reply was.. No need to resort to Tribunal la, , we will come up with settlement. We will update you. But surely I will drag him to Tribunal for sure if he does not refund this week. So unprofessional .

    0 Votes
  • Tr
    Traveller2011 Nov 16, 2011

    So difficult to call. Izziit this company exist?.. Or just ### company

    0 Votes
  • Re
    Renato Aravena Sep 02, 2011

    I booked a hotel when I was in bali, Indonesia for 3 nights. Then I made a misstake about the dates so i cancelled the booking after talking to them on the phone. So I made a new reservation at another Hotel in the same area. After 3 days when we checked out I see that they had charged my VISA card for 351 USD. I email them and they said I would get refund. Its been now over a Month and I have still not received a penny. And they just dont answer my emails anymore. Worst ripp of company. I RECOMMEND NEVER TO BOOK ANY HOTEL AT THIS SITE. theres a lot bokingssites out there, so dont use this company.

    0 Votes
  • Am
    amazing09 Aug 21, 2011

    oh no is it true? im thinking if i should book in pyo.. i'm so curious about there great hotel deals.. its very cheap compare to other agency or even agoda. i am so confused if i should continue booking with them.. anyone could help me?

    0 Votes
  • Fo
    fourleafcloverss Mar 29, 2011

    The personnel promised to pay me a compensation, which I have been waiting for 3 months. I will not get any package from them. NO MORE!

    0 Votes
  • Su
    Sum yee Mar 22, 2011

    Same goes to me, payment made for Flight ticket, but no ticket issued.

    0 Votes
  • Ma
    mari_gold Mar 19, 2011
    This comment was posted by
    a verified customer
    Verified customer

    I booked my room through them in Hong Kong which turned out fine. But I did check with the hotel upon booking, and had to email the agent a few times. Somehow it was difficult to get them on the phone, either no one answered or it's engaged.

    0 Votes
  • Ba
    Babeh Sep 07, 2010

    I made payment for hotel reservations. No room but payment went through. NIghtmare!

    0 Votes
  • It
    i_travel Sep 07, 2009

    Ya agreed service is below par.

    0 Votes

Post your comment

    By clicking Submit you are agreeing to the Complaints Board’s Terms and Conditions



    Unhappy consumers gather online at and have already logged thousands of complaints.
    If you see dozens of complaints about a certain company on ComplaintsBoard, walk away.
    One of the largest consumer sites online. Posting here your concerns means good exposure for your issues.
    A consumer site aimed at exposing unethical companies and business practices.
    ComplaintsBoard is a good source for product and company gripes from especially dissatisfied people.
    You'll definitely get some directions on how customer service can best solve your problem.
    Do a little research on the seller. Visit consumer complaint websites like ComplaintsBoard.