Pilbeo - Camino de Santiago

Unkindness by Pilbeo on the Camino Frances - middle-aged pilgrims needing help with backpacks be warned! Unkind, hostile, inpatient and aggressive phone contact with this service was so upsetting to me as a first-time pilgrim. I came to Spain with an open heart to walk The Way but need help with my bag (59 years old). Pilbeo’s failure to provide clear instructions as to when and exactly where to leave the backpacks led to confusion on the first two mornings of my pilgrimage (Roncesvalles and Pamplona) that could easily have been smoothed over with kindness and patience on the part of their telephone dispatcher. Instead, I felt wrongly accused and verbally abused. The second day was even worse than the first! I stood outside in the cold on the street in Pamplona for 1 hour and 15 minutes past the time they said they would pick up only to call to inquire when they would be there and again was subjected to a storm of verbal abuse by the phone dispatcher. I am a pilgrim on a spiritual journey in Spain who is a kind, polite, and thoughtful person who needed help. I also paid for a service offered exclusively to pilgrims, so I find the lack of specific details about pickups particularly troubling. I suggest Pilbeo work on their instructions. In the meantime, your dispatcher should be ashamed of this lack of courtesy. Whoever was on the phone on Saturday, April 19, 2025 and Sunday, April 20, 2025, you made me cry, you gave me a bad impression of Spain, and your lack of human kindness, flexibility and customer service disappointed me deeply. Not acceptable! For fellow pilgrims, consider other options.

The app is just an overlay to what is FANTASTIC SERVICE - anyone doing to the Camino and wanting flexibility should USE PILBEO! The app is easy to use, but is always used in conjunction with direct communication with the team at Pilbeo… and they are FANTASTIC COMMUNICATORS. Via email, phone, or WhatsApp, set up and changes are quickly captured, then tracked through the app, providing notifications for pickup and drop off of baggage. SEAMLESS service and we will use them again!

Pilbeo transferred my luggage over 40 days while walking the Camino Frances with zero errors! Pilbeo app is far superior to other luggage services. It confirms pick up and drop off online - worry free! They are very flexible with last minute changes. Very timely communications. Just an overall exceptional company!