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
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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
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Replied to 92% of negative reviews
Typically replies within 1 week
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Reply from WAYA
Hi Paul,
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
Tried booking self transfer flights
Tried booking self transfer flights. Waya confirmed the second non-refundable flight, then tried to change the price of the first flight by $120 after I had confirmed and was waiting for payment.
Price was not actually changed because I booked the same flight for the same price on another website after the fact. Scammed me out of the service fee even though the booked flight was now useless to me.
5 April 2026
Unprompted review
Reply from WAYA
Hi Matthew,
We’re truly sorry to hear about your experience.
We take your feedback seriously and would like to iterate what was communicated to you in our email 1262877: we processed a service fee refund and provided you with a link to the Dohop Terms and Conditions, specifically Section 9: Price and Payment, clause 7.
Kind regards,
The Waya Customer Care Team
Payment taken but no tickets
Although the full payment was taken from my credit card, there was a payment issue according to WAYA and I did not receive the tickets. Made the exact same booking again with Kiwi without any issue. I did receive a refund.
26 March 2026
Unprompted review
Reply from WAYA
Hi Dirk,
We’re truly sorry to hear about your experience.
We take your feedback seriously and would like to apologize for the fully failed booking if that was the case. Your feedback helps us improve, and we’re committed to ensuring this doesn’t happen again.
Kind regards,
The Waya Customer Care Team
Reply from WAYA
Hi Zuzanna,
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 Delievre Musuamba,
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 Naif,
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
Booked a flight with connection
Booked a flight with connection, the second flight got canceled by the airline, now I am trying to cancel the first flight and they say I have to talk to the airline, yet the airline says I have to talk to them and nobody does anything.
30 March 2026
Unprompted review
Reply from WAYA
Hi Natalia,
We’re truly sorry to hear about your experience.
Please be kindly informed that we will notify you via email as soon as possible about a refund possibility of your valid flight, once we obtain this information from the respective airline.
Please allow us around 1-2 working days and we will get back to you.
Kind regards,
The Waya Customer Care Team
A Nightmare
Payment was processed three times but flight booking failed to materialise. Bank froze my card suspecting fraud. No support from WAYA. In fact the first I heard of WAYA was when being sent this customer survey. Indicative of how little they are aware of the poor service they have performed. I have no idea who they are. They have not formally identified or introduced themselves or got in touch but I guess they must be somewhere in the middle of this payment processing debacle. No coordination between the airlines, booking platform, payment gateway and WAYA. Spent many hours, phone calls, and emails having to provide supporting evidence of product payment between bank, two airlines, and DoHop who popped their head up only after the booking failed to materialise. Who are DoHop? Presumably they are also somewhere in the middle processing payments. A partial refund eventually happened from DoHop but not the airlines, two flights, tow sets of payments, one disaster, no booking. Do not contact me again WAYA unless you intend to offer me compensation for what was a throughly distressing affair especially as I was forced to book the flight three times before I realised there was a fault in the system. I have no idea what it was as no WAYA representative or any other participant have explained or bothered to communicate. In fact when contact the two airlines they had no record of the booking. DoHop eventually reversed the payment booking.
29 March 2026
Reply from WAYA
Dear Customer,
We understand how frustrating this situation was, especially with payment uncertainty and no confirmed reservation, and we assure you that our aim is to clearly explain what occurred and how such cases are handled.
WAYA is a travel booking platform powered by Dohop. Neither WAYA nor Dohop is a bank. If a bank does not authorize a payment, a reservation cannot be confirmed. Authorization decisions, fraud flags, and card restrictions are made solely by the issuing bank and are outside the control of WAYA or Dohop.
No payment was successfully captured. Any amounts seen on the account were temporary authorizations only, which expire or are released by the bank when a transaction does not complete.
Airlines are only paid once a reservation is fully confirmed and ticketed. In this case, no tickets were issued, which is why the airlines had no record of any booking. These processes are standard across airline booking and payment systems.
For any future attempt, the booker needs to clear their browsing history and contact their bank to resolve any card-related issues before starting a new booking from scratch.
We hope this clarifies the situation for you and for others reading this review.
Kind regards,
WAYA Support
They are extremely unprofessional
They are extremely unprofessional, completely non serving your purpose, made only to take your money, better to book through the airline
22 March 2026
Unprompted review
Reply from WAYA
Dear Mutasim,
We understand that you’re disappointed with the refund outcome and recognize how stressful it is when travel plans are disrupted due to circumstances beyond your control. We want to assure you that your booking was reviewed carefully and handled strictly in line with airline rules.
To clearly explain what applied in your case:
• We assisted with refunding the flights that were canceled due to force majeure affecting travel to and from Amman. These refunds were processed solely under the airline’s cancellation policy.
• As the disruption was classified as force majeure, ConnectSure did not provide coverage for the remaining flights that were still active.
• Any cancellation request for the remaining active flights was considered voluntary and subject to the airline’s fare rules, which for low-cost carriers such as Ryanair generally means no refund because the airline’s administrative fee is higher than the refundable taxes.
While we regret that the outcome did not meet your expectations, the case was handled correctly and strictly in accordance with airline fare rules, and ConnectSure was assessed in line with its terms and conditions. Booking directly with the airline would be subject to the same conditions for active, non‑refundable tickets.
Kind regards,
WAYA Support
Exceptional personal service
I did purchse a transfer conntction insurance. One of my connecting flights was shedule changed which broke my connection. Waya gave me great assistance in resolving the matter.
2 March 2026
Reply from WAYA
Thank you for highlighting the support you received when your flight schedule changed and affected your connection. We are glad WAYA was able to assist you effectively during this situation. Our goal is to ensure smooth travel experiences even when unexpected changes occur. If you have any further questions about your insurance coverage, feel free to ask.
The WAYA Team
Booked flights but no confirmation and…
Booked flights but no confirmation and site didn't recognise my reference. Spoke to unhelpful AI.
3 days later the money left my bank account and I recieved a response to my email "booking failed, it msy take a few days to recieve your refund"
I then booked tickets on exactly the sxme flights/airline through somebody else... so why?
28 February 2026
Unprompted review
Reply from WAYA
We understand how frustrating it is to book flights without confirmation and then face issues when the booking reference isn't recognised.
The delay in refund processing can be confusing, especially when you had to rebook the same flights elsewhere. Our system sometimes takes a few days to process refunds after a failed booking, which explains the delay you experienced. We appreciate your patience during this process and hope your new booking goes smoothly.
The WAYA Team
Reply from WAYA
We are glad to hear that you had a very good experience and that you are happy with our service. Positive feedback like yours motivates us to keep providing quality support and solutions. If you have any questions or need assistance in the future, we are here to help.
The WAYA Team
Reply from WAYA
We are glad to hear that you found the steps easy to follow. Our goal is to make the booking process as straightforward as possible for our users. If you have any suggestions on how we could make it even simpler, we would be interested to hear them. Thank you for your positive comment.
The WAYA Team
Be really careful with this website
Be really careful with this website. I booked a flight with stop. The first flight has a delay so I missed the second flight. No guarantee no refund no responsibility… nothing. I might have booked two separate tickets myself instead of paying them 50£ as a middle man!
20 February 2026
Unprompted review
The Worst Site
The worst website. We booked a flight, had no confirmation number sent to us via email or text. The flight was still booked and ticketed, we have to pay expensive check in fees and bag fees because we couldn’t check in online through Ryanair. Tried contacting Waya, and never got passed the AI chat even though they said they would get back to me. Would avoid this SCAM site at all costs. Lost over 600 dollars and lost business opportunities due to going through Waya.
14 February 2026
Unprompted review
I had booked a flight LGW to Cairo with…
I had booked a flight LGW to Cairo with a connection in Barcelona. I purchased connectSure insurance due to being sold that it will cover and assist with any issues. There was a delay on the first leg which led to missing the connecting flight. I had to purchase on an ongoing flight via Dubai as the earliest flight they could rebook was 2 days later. This delay was on 18th December and still no refund or compensation. In my opinion the ConnectSure is a scam and is not worth the money. Customer service is just fibbing me off. To put into context I was deleted back by BA as flight was oversubscribed and they gave me letter the airport and refunded me within 3 days.
11 February 2026
Unprompted review
The website wasn't clear about the…
The website wasn't clear about the agency's commission, which I found excessive. I wrote requesting a price reduction because the flights ended up being ridiculously expensive with this fee, and my request wasn't taken into account.
2 February 2026
Scammy website
Scammy website
I was about to book a flight via WAYA and made it to the final payment page. I put in my credit card details and clicked to proceed to the next step. However, I then saw that there was a 20 Euro booking fee. I had NOT proceeded to the final confirmation page - the page said click here to confirm your booking. At this point I closed my browser, and assumed that the flight would not be booked. Turns out I was charged and when I tried contacting customer service they refused to refund me.
Why on earth would you have a page that says "click to confirm" when you've already taken my money? Very strange and scammy. Also, adding on a sneaky booking fee right at the end feels misleading.
6 February 2026
Unprompted review
I'm sorry to share my experience with…
I'm sorry to share my experience with you that I just only give you nothing because I have a really awful experience with you as I booked a transit flight through WAYA powered by DOHOP and sadly they double charged me- pegasus airline and they didn't recognise it although bank itself admitted the same that the same amount of money taken twice in different days by the same number account of the same airline and with guided me to take procedures with the airline who said simply 'No double charges' all of these was through WAYA powered by DOHOP who was neutral and and surprisingly be gases cancelled my flight without letting me know and caused a
lot of trouble for me with Air Arabia the connecting flight to Egypt.
31 January 2026
Reply from WAYA
Hi Mr. Hekal,
Thank you for sharing your experience. We’re very sorry to hear about the difficulties you faced. We understand how stressful and upsetting this situation must have been, especially involving duplicate charges and a cancelled flight affecting your onward travel.
Regarding the payment, what may appear as a double charge is sometimes one completed transaction and one delayed authorisation from the bank or airline, but we agree this should always be clearly explained and properly reviewed. We also understand your frustration with the flight cancellation and its impact on your connecting journey.
We would like to investigate this matter thoroughly and review the payment and booking details to determine how we can assist and clarify what happened. Please contact our support team at service@waya.travel with your booking reference and any relevant payment documentation, and we’ll make sure your case is reviewed carefully.
Thank you for bringing this to our attention. Your feedback is important to us, and we’re committed to handling such cases transparently and fairly.
– The WAYA Team
Got sold a very difficult layover in…
Got sold a very difficult layover in London, and WAYA is not doing anything. They offer a connect sure service but they don't allow an upgrade. Their solution? Cancel the booking you already have and make a new booking. Very expensive mistake, never booking with Waya again
27 January 2026
Unprompted review
Reply from WAYA
Hi Juan,
Thank you for sharing your feedback. We’re sorry to hear about your experience and understand how frustrating it can be to discover that a layover is more challenging than expected.
At WAYA, we aim to offer a wide range of connection options, including self-transfer itineraries that can provide better prices but may require more responsibility from the traveler. The ConnecSure service is designed to offer protection in case of missed connections, but upgrades or changes are subject to availability and airline fare rules, which can sometimes limit what adjustments are possible after booking.
We regret that the available options did not meet your expectations, and we appreciate you taking the time to share your experience. Your feedback helps us continue improving how we present connection details and available services. We have requested additional information to look into the matter.
– The WAYA Team
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