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I purchased a discover + esim to use in Australia and New Zealand, whilst the data package worked, the call & text facility never worked. Support is awful, spent 2 days messaging back and forth, new person everytime asking for the same screenshot of settings over and over again
DON'T BUY THIS PRODUCT, ITS A TOTAL RIPOFF !
This was my first time using an eSIM for my travels.I found this process simple and easy. Selected my plan, and activated once in the country of choice. No issues, quality reception on calls and internet. No more purchasing SIM cards from the airport kiosks..
WORST E-SIM APP EVER
STICK TO HOLAFLY.
I have been trying for 3 days to activate this sim, and the customer service is a stupid automated service that is of no help.
DO NOT DOWNLOAD THIS E-SIM unless you want to waste your money.
They will offer you credit for this garbage service instead of a refund to force you to use them again.
USELESS WASTE OF MONEY
RUBBISH CUSTOMER SERVICE
AUTOMATED MESSAGES
Should be zero stars in my opinion.
We were in dire need of an international sim whilst abroad as we had to contact our airline as one of the flight members had a serious medical emergency. We bought a global esim which had "50 mins" of calls advertised. Mid way through a very important call regarding our emergency, the call suddenly cut after ~12 mins. It would not make any further calls only a dial tone. I then spent another 3-4 hours on their online chat being passed from AI bot to person to person only to be told that I have used up my minutes. They THEN told me that the 50 minute plan I bought only includes 13 international minutes.
No where on the app or information regarding the sim does it specify that the plan I bought only included 13 international mins specifically. Nor does it say this online and I do have the screenshots to prove this. Claiming to be something it isn't during a time when I was at my lowest and most vulnerable. To say I am horrified is an understatement
When I reach home and have the ability to make calls with stable internet, I will not hesitate to escalate this issue to trading standards/other authority as soon as I possibly can.
Airalo is the world's first eSIM store. Giving you access to eSIMs in 200+ countries & regions globally at affordable prices.
was a good experience in japan everything worked perfectly and as planned, overall good signal.
Date of experience: 14 December 2024
DOES NOT WORK.
CUSTOMER SERVICE IS BOTS.
THUS YOU ARE UP SHIT CREEK WITHOUT A PADDLE WHEN TRAVELING.
DO NOT USE
Date of experience: 25 December 2024
Should be zero stars in my opinion.
We were in dire need of an international sim whilst abroad as we had to contact our airline as one of the flight members had a serious medical emergency. We bought a global esim which had "50 mins" of calls advertised. Mid way through a very important call regarding our emergency, the call suddenly cut after ~12 mins. It would not make any further calls only a dial tone. I then spent another 3-4 hours on their online chat being passed from AI bot to person to person only to be told that I have used up my minutes. They THEN told me that the 50 minute plan I bought only includes 13 international minutes.
No where on the app or information regarding the sim does it specify that the plan I bought only included 13 international mins specifically. Nor does it say this online and I do have the screenshots to prove this. Claiming to be something it isn't during a time when I was at my lowest and most vulnerable. To say I am horrified is an understatement
When I reach home and have the ability to make calls with stable internet, I will not hesitate to escalate this issue to trading standards/other authority as soon as I possibly can.
Date of experience: 23 December 2024
Reply from Airalo
Hi there,
Thank you for sharing your experience.
We sincerely apologize for the emergency you encountered during your trip and for the issues with your eSIM calling credit.
We truly understand the frustration of having this issue, especially during an emergency.
We are dedicated to enhancing our service quality and ensuring that calling information is accessible to all users. We know that this does not excuse the inconvenience and distress this has caused you. We value your feedback and appreciate you bringing this matter to our attention.
We would love the opportunity to turn this experience around for you. We've asked Trustpilot to contact you for more information. We look forward to helping you.
Reply from Airalo
Hi there,
Thank you for sharing your feedback. We're sorry to hear that your experience with our app fell short of expectations.
We want to assure you that this is not the experience we aim to provide, and we are committed to resolving this matter. We have already requested Trustpilot to contact you for more information, so we can investigate the situation thoroughly and assist you further.
In the meantime, if you can provide any additional details or reach out to our customer support team directly, we’ll be happy to look into this right away and ensure that you receive the support you need.
Your insights are important to us, and we’re ready to help.
Having never used an eSIM before I didn’t know what to expect with this but I was very pleasantly surprised! Bought the Asialink regional sim while in South Africa but only activated when I got to Vietnam. This was the only one that included both Vietnam and Cambodia in the regional package and I have to say, it’s fantastic! Worked perfectly in Vietnam and I waited until I got to Cambodia to see how it worked before reviewing it and it’s worked perfectly here too. I did have a slight issue activating the top up package I bought before I ran out of data on the initial package but after a quick chat with the Airalo AI bot, following it’s instructions everything works brilliantly! Have even told my friends about it for when they do their trip next year!
Date of experience: 07 December 2024
Reply from Airalo
Thank you so much for your detailed review, Ebrahim! We're thrilled to hear that the Asialink eSIM worked perfectly in both Vietnam and Cambodia, making your trip hassle-free. We're glad you resolved the top-up activation. We hope your friends will find our service useful for their upcoming trips. For any assistance, our team can be reached through the Airalo website or app by logging in with the Airalo account's credentials!
On a recent trip to Thailand, my family of 4 all selected the eSIM from Airalo for our carrier requirements. We were delighted with the easy to activate service, that worked perfectly upon landing, and gave us 5G DATA connectivity and local calls.
Date of experience: 24 November 2024
Reply from Airalo
Thank you for the great feedback, Robert! We're happy to hear that your family had a smooth experience with our eSIM during your trip to Thailand. It's great that the easy activation and reliable 5G data connection kept you all in touch. For support, our team can be contacted through the Airalo website or app by logging in with the Airalo account's credentials!
WORST E-SIM APP EVER
STICK TO HOLAFLY.
I have been trying for 3 days to activate this sim, and the customer service is a stupid automated service that is of no help.
DO NOT DOWNLOAD THIS E-SIM unless you want to waste your money.
They will offer you credit for this garbage service instead of a refund to force you to use them again.
USELESS WASTE OF MONEY
RUBBISH CUSTOMER SERVICE
AUTOMATED MESSAGES
Date of experience: 23 December 2024
Reply from Airalo
Hello, Shaz.
Thank you for updating us with your information.
We have located your conversation with our support team and sent you further steps.
Could you please check your inbox and let us know how it goes? If you need further assistance, our team will be ready to help. Looking forward to hearing from you.
We strive to provide you with a 5-star experience. If there is anything else we can do to improve, please don’t hesitate to reach out to us and let us know. Your satisfaction is our priority, and we’re committed to addressing any concerns and making things right.
Bought and installed an eSim for Brazil that does not work. No data, nothing. Scam.
Date of experience: 22 December 2024
Reply from Airalo
Hi Alessandro,
Thank you for taking the time to share your feedback. We're truly sorry to hear about your experience with the eSIM for Brazil.
We understand how important it is to have reliable connectivity, especially while traveling, and we’d like to make things right. Please reach out to our chat support through our website or app so we can assist you further. Unfortunately, we're unable to trace your case using the name provided here, but our team is ready to help resolve this for you promptly.
I purchased a discover + esim to use in Australia and New Zealand, whilst the data package worked, the call & text facility never worked. Support is awful, spent 2 days messaging back and forth, new person everytime asking for the same screenshot of settings over and over again
DON'T BUY THIS PRODUCT, ITS A TOTAL RIPOFF !
Date of experience: 28 November 2024
Reply from Airalo
Hi Nigel,
Thank you for sharing your feedback with us. We’re sorry to hear about the difficulties you experienced and truly understand how frustrating this situation must have been.
It looks like our support team is still actively working on your case and is ready to assist you further. If there’s anything more we can do to help, please don’t hesitate to continue the conversation with us via chat on our website or app. We’re here to ensure everything gets resolved smoothly for you.
This was my first time using an eSIM for my travels.I found this process simple and easy. Selected my plan, and activated once in the country of choice. No issues, quality reception on calls and internet. No more purchasing SIM cards from the airport kiosks..
Date of experience: 19 December 2024
Reply from Airalo
Hi Paul,
Thank you for sharing your experience! It’s fantastic to hear that your first eSIM adventure was seamless and hassle-free. Skipping the airport SIM card hunt is such a game-changer, isn’t it? We're thrilled you enjoyed quality reception and an easy activation process. Here’s to many more stress-free travels with eSIMs!
This was for a Costa Rica eSIM.
The good bit - easy to set up the account, good written & YouTube instructions on installing the eSim. Activated OK in Costa Rica.
But then, a couple of days into the 2 week holiday, 2 of our party of 3 get text messages to say that they have used all of their 5GB package. Checking on the phones it appears that only approx 2GB has been used. Airalo tell you to ring *256hash to see what your data usage is; the problem being that the eSIM is data only, so the connection doesn't work; so then you try Airalo customer service to get confirmation of whether the data has really run out, or not, but they just ask for lots of irrelevant screenshots & don't actually appear to want to solve the issue; this is made worse by the fact that the chat interaction is so slow that you have to keep breaking off to continue with your holiday. Eventually the 2 just gave up trying to solve it with them & used Wifi only, not wanting to run up additional charges.
Coming back to the UK I follow this up, now having the benefit of stable internet & not moving around. 36 hours after starting the chat, I've still got no further with customer services - the delays mean you keep having to start again with a new person (or bot) who start again from the same crib sheet. Incredibly annoying, & you still don't get an answer. Very apologetic, but as much use as a chocolate fireguard.
Date of experience: 27 November 2024
Reply from Airalo
Hi Dave,
Thank you for sharing your detailed feedback. We’re sorry for the difficulties you faced, especially during your holiday.
While it’s great to hear the setup process worked smoothly in Costa Rica, the challenges with data usage and support are concerning. We understand how frustrating it must have been to experience delays and repetitive steps when all you needed was clarity.
Our support agent is currently waiting for your reply and is ready to assist you further with checking your data usage and resolving any outstanding issues. Your experience matters to us, and we’re here to help.
Great value and easy to use. Signal strength has been better in Thailand than in Uk
Date of experience: 22 December 2024
Reply from Airalo
Thank you for your feedback! We're thrilled to hear you found our service great value and that it was easy to use. It's also fantastic that the signal strength exceeded your expectations in Thailand! We hope you can continue traveling using Airalo. Regards!
I had the worst experience with Airalo's eSIM. I purchased and installed the eSIM, followed all the instructions carefully, and saw it was activated. However, the app and my phone displayed a different network provider, and I couldn’t use the eSIM at all.
I reached out to their customer service, but the automated chatbot was completely useless. I requested help from a human agent, but no one ever responded. After wasting an entire day trying to make it work, I finally gave up and bought a different SIM.
In the end, I lost $7.50 and precious time. Airalo turned out to be a complete scam in my experience—stay away!
Date of experience: 15 December 2024
Reply from Airalo
Hi Muhammad,
Thank you for taking the time to share your experience with us. We’re deeply sorry to hear about the trouble you faced and the frustration it caused.
It’s clear that things didn’t work as they should, and we understand how disappointing it must have been to lose both time and money. The challenges you mentioned with activation and support are concerning, and your feedback is valuable in helping us identify areas that need improvement.
Our support agent is currently waiting for your reply and is ready to assist you further. Please reach out to our chat support on the website or app, and we’ll do our best to resolve this for you.
The worst service ever! New line initially didn’t work. It took 3 h to reach a representative who was kinda useless and took them an hour to figure it out and replace my eSIM. Then it worked fine for 2 days and afterwards my connection stopped out of the blue even though I still have 1.7 GB.
Now trying to reach back to them is a nightmare..
Date of experience: 20 December 2024
Reply from Airalo
Hi, Leena.
Thank you for updating us with your information.
We have located your conversation with our support team and sent you further steps.
Could you please check your inbox and let us know how it goes? If you need further assistance, our team will be ready to help. Looking forward to hearing from you.
We strive to provide you with a 5-star experience. If there is anything else we can do to improve, please don’t hesitate to reach out to us and let us know. Your satisfaction is our priority, and we’re committed to addressing any concerns and making things right.
This was the first time I installed an eSIM
Airalo that was recommended by a colleague and worked really well in Japan. I am a globe trotter and hope will have the same experience in other countries too.
Would recommend Airalo to others…..
Date of experience: 07 December 2024
Reply from Airalo
Thank you for sharing your experience! We're delighted that your first time using an Airalo eSIM worked so well in Japan. It's great to know that a recommendation led to a positive experience, and we’re honored to support your globe-trotting adventures.
We hope to continue providing seamless connectivity in all your future destinations. Safe travels, and thank you for recommending Airalo!
V good so far! couldn’t get either Maya mobile or Holafly to work reliably and were a real faff to install needing lots of communication with customer service (I couldn’t get maya to work at all, holafly very intermittent). Airalo was by far the quickest and easiest to install and so far no issue at all. Well done and thanks for making the install so straightforward.
Date of experience: 20 December 2024
Reply from Airalo
Hi Olivia!
Thank you so much for sharing your feedback!
We are thrilled that our eSIM was a reliable companion during your trip and that you found it easy to install. Our eSIMs offer connectivity and convenience so you can enjoy your trip without worries.
We look forward to helping you stay connected on many trips to come!
sim paid and never used. terrible customer service.
Date of experience: 19 December 2024
Reply from Airalo
Hi Danilo,
Thank you for sharing your feedback with us. We’re truly sorry to hear about the challenges you faced and understand how frustrating and disappointing this experience must have been.
We want to assure you that your concerns matter to us. Our support agent has already processed your request, but if you need any further assistance, we’re here and ready to help. Please don’t hesitate to reach out through our chat support on our website or app—we’d love to ensure everything is fully resolved for you. Your time and trust are important to us, and we’re committed to turning this around.
Recently ourchased 1. A month long package in Africa. Ok in Madagascar Botswana and South Africa. Shame it wasn’t available for neighbouring countries
2. A Latam Package which was fine in Argentine Paraguay and Uruguay.Central Chile was ok however I don’t think they know that Rapa Nui is in Chile!
I was subsequently contacted by Airalo who wanted to know if I had any additional coment….Well - had to make an important call whilst at Rapa Nui airport. I had to ask to use someone else’s phone, they were using Holafly
Date of experience: 17 November 2024
Reply from Airalo
HI GM,
Thank you so much for sharing your experience with us.
We sincerely apologize for the inconvenience you encountered while using our eSIM during your trips. Nonetheless, we are glad to know that you enjoy the service in some of your destinations.
We have located your conversation with our support team and sent you further steps. Can you please check your inbox and let us know how it goes? If you need further assistance, our team will be ready to help. Looking forward to hearing from you.
I've used Airalo esims before with no issues, but I had an issue using their Asia regional esim (the connection was very poor and practically could not be used) which required me to contact customer support. That was a truly terrible experience. Responsiveness was very slow and the matter dragged out across two days. Initially, I was told due to the slow responsiveness that I could opt for a refund instead of going through the troubleshooting, which I accepted only to be told that I had to go through the troubleshooting before being issued a refund - bizarre! The troubleshooting did not resolve the issue. I was left in limbo overnight and told that the problem was being escalated to Airalo's provider. I requested a cash refund given it was clearly an Airalo side issue. I was offered a partial refund and a small "goodwill" credit. Given the product didn't work properly, a full cash refund would have been the appropriate outcome but I was not in the mood to quibble over a small sum of money. But then Airalo proceeded to "refund" me the amount, not just the "goodwill" amount, in Airalo credit, despite the clear agreement to issue me a cash refund. This required more back and forth until a cash refund was forthcoming. The experience was so painful, dysfunctional and unfriendly. I purchased an esim from a different provider, which works fine.
Date of experience: 20 December 2024
Reply from Airalo
Hi there!
Thank you so much for sharing your experience with us and for providing the information we requested.
We deeply apologize for the unpleasant experience you had while using our eSIM and for contacting our support team. We truly understand the importance of having a reliable connection and getting quick help whenever needed.
We will do our best to improve our eSIM service and the work of our support team to ensure our users get the best experience they deserve.
If you still need assistance, please feel free to contact us. We would be very happy to help.
Bought a 5GB SIM for 30 days for a trip to the states.
Within a few days data stopped working. Airalo app reported data was all used up but phone only reported less than 2 GB looking at data usage. Reading online it seems many other customers have experienced issues like this. Airalo support does nothing to help.
Date of experience: 08 December 2024
Reply from Airalo
Hi Oscar,
Thank you for sharing your experience. We are deeply sorry for the data usage issue you had and for your dissatisfaction with our support team. It is definitely not the experience we would like you to have.
We saw your email, and one of our support agents already responded. Can you please check your inbox so we can assist you further?
We look forward to helping you.
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