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
Created with AI, based on recent reviews
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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
Company replied
customer support is good but process and policies are not on point for customer protection.
Company replied
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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I would never recommend booking through…
I would never recommend booking through this company.
My flight from Aleppo to Istanbul (VF341) was cancelled by the airline, which caused my entire trip to be disrupted. I had to make alternative travel arrangements myself and pay additional costs to reach my destination.
Trying to get help was extremely frustrating. Every attempt to contact support led me into an endless loop of automated responses, with no clear way to speak to a real person. Instead of receiving proper assistance, I kept being redirected from one step to another.
In the end, after submitting claims and providing the requested information, all I received was a rejection without any meaningful explanation.
The whole purpose of booking a protected connection is to have support when something goes wrong. Unfortunately, that was not my experience at all.
Based on my experience, I would not recommend booking through this company.
30 March 2026
Unprompted review
Reply from WAYA
Dear Mr. Almadani,
Thank you for sharing your experience with us, and I am very sorry for the disruption and frustration you describe with your cancelled flight VF341 from Aleppo to Istanbul and the knock-on effects on your trip.
What you describe regarding difficulty reaching support, being led through automated steps, and then receiving a rejection without a clear explanation is not the experience we want for our customers, especially when booking a protected connection.
Having reviewed your reservation more clearly, we can now see that the reason why you did not receive an immediate reply regarding your claim status is a certain time gap between the moment our finance team has finished your claim review, and the moment our customer service team got your case in queue to provide a more detailed information on the claim rejection.
We appreciate your feedback and use it to improve our service and support processes.
Kind regards,
Dohop Support
Dont book a long haul with this conpany
I booked a flight from london to brazil with a layover in Madrid. Selected luggage and paid. Arrived in Madrid with my case and couldnt recheck it in as it had only been paid to get here. Spoken to the bot who said "it happens by default" no warning, no information. Fuming.
•Update• reply to the company
Ive flown to Brazil from the UK every month for the last 7 months and never had this issue. It didn't state the luggage was separate. The flight was found on Skyscanner where I selected a suitcase and chose the best flight option and price. Never again will I use WAYA and for the frustration I leave my review.
5 June 2026
Unprompted review
Reply from WAYA
Dear Kelly,
Thank you for contacting Waya!
Please be kindly informed that we were not able to find your reservation in our system, therefore we kindly ask you to provide us with your details, so we assist you regarding your query.
Looking forward to your reply!
Warm regards,
Waya Customer Care Team
________________
UPD on 10 June:
Dear Kelly,
Thank you for providing your details!
We understand the frustration caused by the luggage issue during your layover in Madrid.
Please be informed that during booking on our website, it is clearly stated that flights are separate (self-connected) and the system offers to book luggage per each flight separately.
The reply from AI bit was regarding checked-in baggage - that it is not included by default. Means, you are to add in additionally.
Respectfully,
Waya Support Team
Fast response accurate instructions
25 May 2026
Reply from WAYA
Dear Pavlos,
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,
Waya Customer Care Team
Reply from WAYA
Hi Manivannan,
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,
Waya Customer Care Team
what a garbage customer service and…
what a garbage customer service and insurance
30 March 2026
Unprompted review
Reply from WAYA
Dear Ahmad,
Thank you for contacting Waya!
We are really sorry that you are unsatisfied with the service provided!
Please note that as per our information, you were not able to use one of your flights due to the transit visa, which is not the issue we can resolved and the lack of visa it is out of our coverage policy. All travel documents is only passenger's responsibility.
Best regards,
Waya Team
Reply from WAYA
Hi Hernan,
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,
Waya Customer Care Team
Reply from WAYA
Hi Kjartan,
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 Dohop Customer Care Team
DO NOT BOOK WITHT WAYA
Don't ever use this terrible company to book your trips or try to plan any business related trips. If there are any issues they will respond to you 4 hours later while you're stuck stranded. you can't even talk to a real agent and only communicate with WhatsApp. It takes them forever to approve refunds and don't cover any of the additional charges that you had to pay for because of their mess up. Terrible company, terrible service, would never want to ever purchase from them again. Hope this company goes under.
14 February 2026
Unprompted review
Reply from WAYA
Dear Steve,
Thank you for your feedback.
We want to clarify how our service works, as there appears to be some misunderstanding, and this may also help other readers:
For unprotected bookings (without ConnectSure), we act solely as a booking facilitator, connecting you with the airline. Tickets are issued directly by the airline, not by us. If one flight in your journey is disrupted and you need to make changes to any remaining active flights, any rebooking or related expenses would need to be arranged and covered directly by you, in line with the airline’s policies.
For bookings with ConnectSure protection, customers receive added support during disruptions affecting their journey, specifically in relation to their remaining active flights. This includes assistance with alternative travel options and coverage for eligible additional costs linked to those onward flights. This is an optional service clearly presented during the booking process.
We prioritize support for bookings with ConnectSure, as this includes dedicated disruption assistance and potential coverage for eligible costs. For bookings without this protection, we are not responsible for additional expenses, and reimbursements do not apply.
Where ConnectSure applies, customers may proceed with alternative arrangements based on guidance provided by our support team; however, any reimbursement is assessed case by case in line with the applicable terms. Our Claims team reviews submissions carefully, and a decision, including payment or rejection, is issued within the standard timeframe of up to 30 days from the date the claim is filed. If your claim has exceeded this timeframe, you may contact us at service@dohop.com for further review.
Kind regards,
WAYA Support
Reply from WAYA
Dear Sharmin,
Thank you for taking the time to share your feedback with us. We are delighted to hear that you found our service quick, efficient, and engaging. Providing a smooth and straightforward experience is very important to us, and it is great to know this matched your experience.
If you have any suggestions on how we can make your future bookings even better, we would be happy to hear them. You can always reach us at service@dohop.com for any questions or additional feedback.
Kind regards,
WAYA Support
SCAMMMMMM!!
SCAMMMMMM!!! The 💩 service that i have ever experienced. No refund send, customer service???they dont have it! I booked flight to amman and they cancelled one of them. They refuse to send refund or change flights. I have appeald for bank and court to give a refund and compensation. They try to avoid any responsibility even though i have purchased fully refundable tickets and it wasn’t even cancelled because i asked. Im also loosing hotel and my trip because of this trash scammer company!
19 May 2026
Unprompted review
Reply from WAYA
Dear Justin,
Thank you for your feedback. We are very sorry to hear how strongly you feel about your experience, and we understand how stressful travel disruptions can be. Allow us to clarify this for you and for other readers.
Self-transfer connections are set up as separate itineraries, meaning each flight is booked under its own ticket with the respective airline. As a result, each airline manages its own booking independently, and any changes, cancellations, refunds, or alternatives are handled according to that airline’s specific fare rules and conditions.
Regarding “fully refundable” tickets, this depends on the exact fare rules selected for each individual flight and the circumstances surrounding the cancellation. Refund eligibility is not universal and may vary depending on the airline’s policy and how the disruption occurred.
We want to be clear that we do not avoid responsibility. All cases are reviewed carefully based on the booking details, airline policies, and our Terms and Conditions. If any refund or change applies under those conditions, it is processed accordingly.
We understand the impact this situation may have had on your travel plans, including your hotel and overall trip, and we are truly sorry for the inconvenience caused. We have initiated a “Request Information” via Trustpilot so we can review your case in detail once we receive your booking information.
For more information about how self-transfer bookings work and the scope of our role, please refer to:
https://support.dohop.com/hc/en-us/articles/18807707828242-Dohop-Terms-and-conditions
Kind regards,
WAYA Support
customer support is good but process…
customer support is good but process and policies are not on point for customer protection.
8 May 2026
Reply from WAYA
Dear Muhammad,
Thank you for your feedback and for sharing your experience with us.
We’re glad to hear that you found our customer support helpful. At the same time, we truly appreciate your comments regarding our processes and policies. Your feedback is important, and we will take this into account as we continue to review and improve our services to better support our customers.
Thank you again for taking the time to share your thoughts.
Kind regards,
WAYA Support
Very setisfied from the support
9 May 2026
Reply from WAYA
Dear Customer,
Thank you for your feedback and for sharing your experience with us.
We are very pleased to hear that you are satisfied with the support you received. Our team works hard to provide timely and helpful assistance, and it is encouraging to know this matched your expectations.
If you have any further questions, need assistance in the future, or would like to share more details about your experience, please feel free to contact us at service@dohop.com. Your feedback helps us continue to improve our service.
Kind regards,
Dohop Support
It was a bit time consuming but they…
It was a bit time consuming but they reimbursed amount and responded positively .
9 May 2026
Reply from WAYA
Dear Customer,
Thank you for sharing your experience with us. We are pleased to hear that your reimbursement was successfully processed and that our team responded positively. At the same time, we understand your comment that the process felt a bit time-consuming, and we appreciate you highlighting this.
We are continuously working on improving our procedures to make them faster and more straightforward for our customers, and your feedback helps us focus on what matters most.
If you have any additional suggestions or need further assistance, please feel free to contact us at service@dohop.com.
Kind regards,
Dohop Support
Bad service /no refund flight cancellation
I booked a connecting flight with waya (powered by dohop) one of my flights was changed to a different flight leaving me stuck in the connecting airport for a ridiculous amount of time and forcing me to arrive at my destination early hours of the morning of my event. One of my return connecting flights has also been cancelled completely. I contacted to request a cancellation of the entire booking and to request a refund. They offered no help whatsoever. Do not book with them, if the airline or you have any issues they’ll leave you stuck.
12 May 2026
Unprompted review
Reply from WAYA
Dear Customer,
Thank you for sharing your experience with us, and we are very sorry to hear about the schedule change and the long layover you were left with before your event.
Having reviewed your case once again, we can confirm our agents did provide the information on your request correctly.
Our Protection service is activated in cases the schedule change makes your connection impossible. As the change of your flight has resulted in an increased connection time, we would not be able to provide any coverage of extra expenses (that may occur due to a potential rebooking).
We can also see that you have updated your review after the reply with a comment on a canceled flight. We can confirm our agent has emailed you back advising on a further investigation of an issue. Therefore, you will be receving a reply concerning the cancellation handling shortly.
We are very sorry for the frustration this schedule change resulted in.
We will make sure to use your feedback for potential improvements in future.
Kind regards,
Waya Support
the flights were on time and check in…
the flights were on time and check in was no problems the booking process was easy and straight forward i would recommend WAYA AND EASY JET
26 April 2026
Reply from WAYA
Dear Arthur,
Thank you for sharing your experience with us and for your recommendation.
We are pleased to hear that your flights were on time, check-in went smoothly, and that you found the booking process easy and straightforward. This is exactly the type of experience we aim to support when customers book their journeys.
Your positive feedback is very valuable and helps us continue improving our services and partnerships. Should you have any suggestions or need assistance with a future trip, you are always welcome to contact us at service@dohop.com.
Kind regards,
Waya Support
It’s not efficient it’s a waste of time
Bad refund experience.Not professional and productive customer service
22 April 2026
Reply from WAYA
Hello Lynn,
Thank you for bringing this to our attention.
Please be kindly informed that we received your claim 34535 submission dated Apr 22, 2026 and would like to let you know that a price difference refund will be processed after the alternative flight departure, as per the provisions of the Dohop Terms and Conditions.
Kind regards,
The Waya Customer Care Team
AVOID
AVOID, for all our sakes. Raised prices while you book, by 20%+! I think they're there to just create artificial demand by forcing you to re-ping the airline for flights.
29 April 2026
Unprompted review
Reply from WAYA
Dear Customer,
Thank you for your feedback.
We would like to clarify, for both you and other readers, that flight prices displayed on WAYA are provided directly by the airlines and our partners, and can change in real time based on availability and demand. It is not uncommon for fares to increase during the booking process, especially when seats are being purchased by other travelers at the same time.
WAYA does not adjust or inflate prices, nor do we create artificial demand. We simply reflect the live pricing available at the time of search and booking.
We understand that these changes can be frustrating, and we appreciate you taking the time to share your concerns.
Kind regards,
WAYA Support
Absolute trash
Absolute trash
I made a booking and didn't receive a confirmation email.
I contacted customer support on their website and I have never faced such a horrible chatbot. I explain the issue and the answer is "Can I help you with something else?". Well maybe, start by solving my issue and before asking that? After one hour back and forth with a chatbot that doesn't work and requesting to speak to an assistant (that 4 hours after still didn't jump on the chat).
After I gave up on waiting, I contacted them on the phone and the service was beyond bad too for the whole 20 minutes of the call that i had to keep repeating myself, and she suggested that I should make a new booking. I said that in order to do that I want the refund from the first one as I paid it and the amount was charged from my account. She said it was not possible and then started to get exalted and rude saying "I am explaining" when she wasn't even addressing the issue. Horrible communication. If you claim to have customer support, please support the customer. Plus, putting someone on the phone doing customer service should imply that the person fully understands the language and that the person can actually interpret the issues from the client. One of the two, or both didnt occur. Additionally, just give up on the chatbot if it doesn't work either way.
FOR FELLOW CUSTOMERS THAT COME HERE FOR REASSURANCE ABOUT THE PLATFORM: just save yourself the trouble and don't book with them. I would've rather paid 40 euros extra by booking from a competitor (which was the case for my booking) and save myself the horrible experience.
28 April 2026
Unprompted review
Reply from WAYA
Hi Joana,
We’re truly sorry to hear about your experience.
We take your feedback seriously and would like to iterate what we communicated to you via email 1300671: we will make sure to use your feedback to improve the chat bot servicing levels as well as quicker agent escalation procedures.
Meanwhile, we wish you a pleasant journey with Dohop.
Kind regards,
The Dohop Customer Care Team
Booking confirmation not available.
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 confirmation before the travelling date. The confirmation was just confirmed today the 11th April, I was told I misspelled my email. All sorted for now.
10 April 2026
Unprompted review
Reply from WAYA
Hi Gabriel Femi,
Thanks for your review.
Please expect an email from service@dohop.com (handling Waya bookings as well) on Ap 11, 2026 regarding your review and the instructions on how to correct your email address.
Kind regards,
The Waya Customer Care Team
It was difficult
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 you waste a lot of time).
After hours of trying, I managed to retrieve the PNRs.
I would only consider buying again if the price is significantly better.
7 April 2026
Reply from WAYA
Hi Agenor,
Thanks for your review.
We are happy to have been of help for you via email 1262468.
Your feedback is invaluable to us.
Kind regards,
The Waya Customer Care Team
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