I made a booking since the 2nd of April 2026 and still hasn’t received any confirmation till today the 10th of April. And we wi be travelling in the next few days.. Hope we are going to receive confir... See more
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Review summary
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Reviews shaping this summary
It was difficult, but it worked out. After completing the purchase, I didn’t receive a confirmation email. The AI that handles customer support requests is not user-friendly at all (it makes... See more
Company replied
the combination of flights were difficult to alive, it was during the night, the children were sleeping when we have changed the flight, I asked for assistance, but they told me that it is impossible,... See more
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customer support is good but process and policies are not on point for customer protection.
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Company details
Written by the company
WAYA helps you book connected flights with different airlines in one simple search. Whether it’s a last-minute trip or a work journey, you’ll find flexible and affordable options with ease. Add ConnectSure powered by Dohop, for connection protection and full support if your journey is disrupted. It’s the best way to access our dedicated support team when you need it most. Powered by Dohop, WAYA makes planning feel simple and full of possibilities
Contact info
Katrinartun 4, 105, Reykjavik, Iceland
- service@waya.travel
- waya.travel
2.9
Average
163 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 92% of negative reviews
Typically replies within 1 week
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Everything was smooth and easy.
4 July 2026
Reply from WAYA
Dear Ms. Johannsdottir,
Thank you for your review and for sharing your experience with us.
We are very pleased to hear that everything was smooth and easy for you, as this is exactly the type of journey we aim to provide for our customers. Your positive feedback is greatly appreciated and helps us confirm that our processes are working well.
If you have any suggestions on how we could make the experience even better in the future, we would be happy to hear from you at service@dohop.com.
Kind regards,
Dohop Support
Waya / Dohop
I hesitate to rate this even one star, but that is the minimum possible. Waya and Dohop are the same company!
I made a booking but the payment only charged the Dohop fee. This was approved by my bank. The fees for the actual tickets were charged separately and were not authorised.
I am now hanging in the air. Customer service on WhatsApp was very unhelpful and there was no answer on the telephne (despite saying that the wait time was two minutes I waited for ten and hung up).
Disgraceful service, I don't know the status of my booking. But I do know that Dohop has 110 Euros for nothing and there seems no way of my getting it back.
10 July 2026
Unprompted review
Reply from WAYA
Dear Mr. Firth,
Thank you for sharing your feedback with us, and I am very sorry for the experience you describe with your recent booking and our customer service.
I understand how worrying it is not to know the status of your tickets, especially after seeing only the Dohop fee charged and being unable to get clear help via WhatsApp or phone. This is not the level of support we aim to provide.
Having our technical team checked the information on your booking, we can confirmt that the fee charge was canceled within the 1 hour from the booking process. Therefore you might not see it as a new incoming transaction. In case your banking institution confirms no canceled transactions within the aforementioned time period, please, send us an email at service@dohop.com, and we will do our best to assist you with your request.
We genuinely appreciate your feedback and will use it to improve our service and support channels.
Kind regards,
Dohop Support
Reply from WAYA
Dear Customer,
Thank you for your review and for letting us know about your concern regarding a missing refund.
Having reviewed the information in our system, we can confirm we have received your compensation claim requests.
Please, note that it can take up to 30 days for our finance team to review it.
Should we have any questions regarding the claim, we will immediately contact you via email.
Kind regards,
Dohop Support
Reply from WAYA
Dear Nazra,
Thank you for your kind words and for sharing your experience with us. We are very pleased to hear that your experience with Dohop was good and that you felt satisfied with the service.
Your feedback is valuable and helps us understand what is working well so we can continue to improve our products and support for future trips.
If you have any suggestions for how we could make your next experience even better, please feel free to contact us at service@dohop.com.
Kind regards,
Dohop Support
They booked me the wrong way I couldn’t…
They booked me the wrong way I couldn’t get in the flight
7 July 2026
Unprompted review
Reply from WAYA
Dear Customer,
We sincerely appreciate your feedback and are extremely sorry you have faced difficulties getting on a flight.
Please, note that all the flights sold on our platforms are self-connected, i.e. 2 separate flights combined into 1 route. The information is present on our booking page, and our Terms&Conditions.
We are very sorry that you could not use your flights.
Kind regards,
Dohop Team.
Absolute scammers
Absolute scammers! Avoid Dohop and Waya at all costs. I booked a connected trip with their 'ConnectSure' guarantee (Ref: LMB64C7G). Due to airline cancellations, the travel chain collapsed and it was impossible to continue. Customer service, specifically an agent named Yulia, completely stone-walled me, acted with zero professionalism, and unlawfully withheld €244.36 of my money, forcing me to suffer. However, justice prevailed! I escalated the case to my bank and launched a formal Mastercard Chargeback. Mastercard ruled in my favor, proved them wrong, and forced them to return every single cent. Do not fall for their fake insurance; they will abandon you when things go wrong. Fight for your rights via your bank if they steal from you!
22 March 2026
Unprompted review
Reply from WAYA
Dear Customer,
Thank you for taking the time to share your feedback.
We regret to hear that you were dissatisfied with your experience. Following a thorough review of your booking and the support provided, we remain confident that your case was handled in accordance with the ConnectSure Terms and Conditions.
We appreciate your comments, as customer feedback helps us continuously review and improve our services.
Kind regards,
Dohop team.
Never ever again this shit agency
Never ever again this shit agency.
I wish I could give the -starts and that would be -100. They have the worst customer service. I booked flight with them and my flight was rescheduled by the airline not me. Because of the rescheduling I would miss my connecting flight. I called them and requested to change the flight and they told me that they are not gonna help because I don’t have their protection. Do we really need protection because they themself rescheduled the flight without me knowing??
When I called the airline about same issue they told me that I have the right to reschedule or cancel my ticket and get a refund free of change. So never ever again this shit agency.
3 July 2026
Unprompted review
Reply from WAYA
Dear Jamila,
Thank you for your review.
We kindly ask you to share your details, so we could review your case and provide you a proper feedback.
Kind regards,
Waya Support
This company is awful
This company is awful. All positive reviews are clearly fake.
The reply below is pointless. This company is terrible. AVOID AT ALL COSTS.
Trustpilot needs to do something about the clearly fake positive reviews for this company.
1 July 2026
Unprompted review
Reply from WAYA
Dear Rian,
Thank you for your review.
We kindly ask you to share your details, so we could review your case and provide you a proper feedback.
Kind regards,
Waya Support
__________
Dear Rian,
Thank you for providing your details!
Please be informed that as per our system, one of our Supervisors has already provided you with a reply regarding your case. Note, that the possible coverage is possible only up to our policy and Terms&Conditions, that were accepted by Booker during the booking process. Regarding your claim, please note that it is in the queue and will be paid after the departure time.
Hope this information was useful
Best regards,
Dohop Team
Transparency Issues with Unpleasant Surprise
For some context, I booked a Fresno → Bellingham itinerary through WAYA with a transfer in Las Vegas. The booking confirmation email from WAYA presented it as one trip, but it was actually issued as two separate Allegiant reservations. Both reservations showed one personal item and one cabin bag included.
After booking, I discovered that the two reservations had different fare products. One reservation allowed me to exchange the included carry-on bags for checked bags by paying only a $6 per bag difference. The other reservation had been booked as an Allegiant bundle, which meant the carry-on bags could not be exchanged or modified, and I had to pay the full checked bag fee in addition to the bundled carry-on.
My concern is not that baggage fees exist, but that there was no clear indication during booking that the two flight segments had different baggage modification rules. As a customer, I had no reason to expect one segment would allow carry-on-to-checked exchanges while the other would permanently lock the carry-on as part of a bundle.
I recommend that WAYA clearly disclose when different fare products are being used on different segments of the same itinerary so customers understand the consequences before purchasing.
2 July 2026
Unprompted review
Reply from WAYA
Dear Nathaniel,
Thank you for leaving your review!
Please be informed that all details regarding bookings and its fares are visible during the booking process.
However, we will share your suggestion about clearer disclosure of differing fare products and baggage rules across segments with our product and partner teams for review.
Kind regards,
Waya Support
Reply from WAYA
Hi Adnan,
Thank you so much for your fantastic review!
We’re delighted you had such a great experience with us. If you feel inclined, please do share your experience with friends and family. Looking forward to serving you again!
Warm regards,
The Waya Customer Care Team
They refused to refund me flight after they cancelled it
They refuse to refund my flight after got cancelled by them, they said due to war. The plane is not even reach the middle east.
I don't recommend this third party at all.
8 March 2026
Unprompted review
Reply from WAYA
Dear Ghaith,
Thank you for contacting Dohop!
We are sorry that you have faced with cancellation of your flight, so your trip is disrupted now.
Please note that we have not refused to refund your flights, but we have informed you, that in order to request full refund for cancelled flight, you have to fill an official form with airline. Also, we have informed you that other valid flight is not cancellable (as per airline's policy, which one we cannot influence on) and that no coverage for this flight is possible due to FM (1st flight is cancelled due to the Middle East conflict, which is officially confirmed by the airline).
We hope that this information was useful for you.
Warm regards,
The Waya Customer Care Team
Reply from WAYA
Hi Nathalie,
Thank you so much for your fantastic review!
We’re delighted you had such a great experience with us. If you feel inclined, please do share your experience with friends and family. Looking forward to serving you again!
Warm regards,
The Waya Customer Care Team
Reply from WAYA
Hi Djazia,
Thank you so much for your fantastic review!
We’re delighted you had such a great experience with us. If you feel inclined, please do share your experience with friends and family. Looking forward to serving you again!
Warm regards,
The Waya Customer Care Team
Professional service
Professional customer service and prompt response. The compensation claim was submitted just before the deadline.We are grateful for travelinsurance because of delayed flight we missed connection and had extra expenses
17 June 2026
Reply from WAYA
Hi Carin,
Thank you so much for your fantastic review!
We’re delighted you had such a great experience with us. If you feel inclined, please do share your experience with friends and family. Looking forward to serving you again!
Warm regards,
The Waya Customer Care Team
I booked a flight with them and price…
I booked a flight with them and price changed but they still charged my bank for the original flight price
Then said they’ll refund it in 5 days I have no money left in the bank to pay for another flight
26 June 2026
Unprompted review
Reply from WAYA
Hi Archie,
We’re truly sorry to hear about your experience.
We take your feedback seriously and would like to inform you that we processed a partial refund of your charges on Jun 26 and our Financial Department will refund the remaining charges as of Jun 29. Please accept our apologies.
Your feedback helps us improve, and we’re committed to ensuring this doesn’t happen again.
Kind regards,
The Waya Customer Care Team
Very bad customer service
I made a booking in the 1st of April 2026. however, the flight canceled by the airline itself (AJet). I submit a refund request but unfortunately with no action or response since two month. Very bad customer service. I don't recommend dealing with this agante.
1 April 2026
Unprompted review
Reply from WAYA
Hi Marwan,
We’re truly sorry to hear about your experience.
We take your feedback seriously and would like to inform you that we have requested a full refund from Ajet and we will refund it back to the payment card used for the booking as soon as our payment provider refunds us back. Please note that the refund processing time may take up to 30 days.
As for Pegasus, we called them on Jun 25 and were informed that they stand ready to assist a passenger directly therefore, would you be so kind to call Pegasus at +90 850 250 6789 to process an unused airport tax refund. It is also possible to contact them via chat: https://www.flypgs.com/en/help-center
Please note that both of your compensation claims were rejected due to Force Majeure: the current situation in the Middle East.
Your feedback helps us improve.
Kind regards,
The Waya Customer Care Team
the good services
it made my experience great, that they response and help me quickly.
they are efficient and have a good reputation.
Dohop company was perfect. I would like to thank them for their efforts.
20 June 2026
Reply from WAYA
Dear Mr. Mawaldi,
Thank you very much for your kind words and for sharing your experience with us.
We are delighted to hear that our quick responses and assistance helped make your journey smoother, and that you found our service efficient and reliable. Knowing that our support contributed to a great experience and that you see Dohop as “perfect” truly means a lot to our team.
Feedback like yours encourages us to keep improving and maintaining a high standard of service for all our customers.
We look forward to assisting you again in the future.
Kind regards,
WAYA Support
Great experience with the service…
Great experience with the insurance process, worth the price especially in this climate of air transportation. I have used other services nothing compared. Waya will be my go to going forward
19 June 2026
Reply from WAYA
Dear Ms. Kebe,
Thank you for your wonderful feedback and for sharing your experience with us.
We are delighted to hear that you found the protection process smooth and good value, especially in the current air travel climate. It means a lot that you consider our service better than others you have tried and that Waya will be your go-to choice in the future.
We truly appreciate your trust and will continue working to keep your future experiences just as positive. Your feedback helps us maintain and improve our service standards.
Kind regards,
WAYA Support
Awesome every process was very easy and…
Awesome every process was very easy and the response time was great Thank you so much
17 June 2026
Reply from WAYA
Dear Mastan,
Thank you very much for your kind feedback and for sharing your experience with us.
We are delighted to hear that you found every step of the process very easy and that our response time met your expectations. Providing a smooth and efficient experience is very important to us, and it is encouraging to know this matched what you encountered.
We truly appreciate you taking the time to leave this review, as feedback like yours helps us maintain and improve our service.
If you ever need any assistance in the future, please do not hesitate to contact us at service@dohop.com.
Kind regards,
WAYA Support
Unprofessional and Fraudulent
Unprofessional and Fraudulent! Claim #35044 Ignored!
I purchased the "ConnectSure" protection from Dohop/Waya to secure my flight connection. My flight was disrupted, and I legally submitted my claim (#35044) weeks ago. Since then, I have received zero helpful human responses—only automated AI emails telling me to take legal action or go to the ODR platform (which is currently closed!).
AJet even kept sending me check-in reminders because you failed to process the disruption correctly! This is an absolute scam. You take customers' money for "protection guarantees" and then vanish when a disruption happens.
Official Booking & Claim Details:
Waya/Dohop Claim Number: AJet Reservation Code (PNR): 46DU8Q
Pegasus Reservation Code (PNR): 21B73T
15 June 2026
Unprompted review
Reply from WAYA
Dear Customer,
Thank you for your review.
For your reference and for other readers, this is a duplicate of your previous post, which we have already replied to. We confirm that our Customer Service team has already shared an update regarding your claim via email, and we kindly ask you to refer to that communication for the latest information.
Kind regards,
WAYA Support
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