Atlys
Transparency Hub
Atlys
Transparency Hub
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1
Reviews and What We’ve Fixed
Reviews and What We’ve Fixed
Reviews and What We’ve Fixed
Atlys users love us, but let’s be real —we’ve screwed up a few times. Here’s how we’re making it right.
Atlys users love us, but let’s be real —we’ve screwed up a few times. Here’s how we’re making it right.
SS
Sandeep Singh
April
Atlys Nightmare for me
I applied my Japan visa for business purposes turned into a nightmare. Their incompetence not only delayed my travel plans but also disrupted my business commitments, causing financial losses. It's appalling that they fail to take responsibility for their mistakes. Avoid Atlys if you value your time, money, and business prospects.
Where we screwed up
The user applied for a Japan business visa, but the service is limited to tourist visas only.
What did we do to fix it
Communications are now clear on the website that we provide only one type of visa (tourist visa). The visa fees were refunded to the user.
UB
Umang S Bhatnagar
July
Sharing my personal experience getting visas for my wife and daughter.
What started as an awesome UI experience while entering data for the visa ended as a catastrophe, with no response and no visa after more than 10 days. To add insult to injury, the vaunted '100% refund guarantee' is impossible to claim - try it yourself. There is no email ID, no phone number, and even the address on Google is a Plot number. I live in Gurgaon so I plan to go there and see if I can find somebody. I applied over the website. When I gave my phone number, they were able to pull together my details (name, address, etc) from some database of their own, apparently from earlier applications. Pretty awesome, except that I wasn't applying for myself, I was doing so for my family, and that this may be possible doesn't seem to have struck the geniuses at Atlys. So I changed all the data, and I'm pretty sure the next time I try to apply I'll find my wife's data turning up. The power of databases! Anyway, I go through the process, I make the payment, I am promised the visa in two days, with an exact date and time by when I will get it. Again, pretty awesome, right? Except I find that days have passed, I don't have the visa, and the webpage (which I fortunately hadn't closed) is still saying I'll get it in two days, with a date and time still in the future. I take some screenshots, and it turns out that the date and time keeps getting changed for further in the future. So I write to them asking for help, and I get a response 3 days later, congratulating me on a successful visa application and informing me that I can get it from the app. Which is a new mess, because now it would appear I have no choice but to install the app. And the joke is still on me; because there is no visa on the app. So I write back on the support mail with screenshots from the app showing I don't have the visa, and there is now a stone-cold silence, despite another 3 days having passed. We are now past 10 days from the date of application, there is no visa (and obviously no refund), and I find that there is no phone number or email ID, either. There is an address, though, and fortunately it's in my city, so I'll try to get there and see if there is somebody I can ask for help. Wouldn't be surprised if the office doesn't exist and it's nothing more than an elaborate fraud scheme. Thought I'd share the experience, maybe some others can avoid falling into this trap. Live and learn; I've done the living, and I'll leave it to you to decide whether you've learnt anything from my experience. :-) Edit 2: Got a Whatsapp text and then a call from somebody at 11:30 in the night, so somebody cares. They were able to find the visas and send them to me, with some story related to technical glitches being the root cause of not having received the visas in 2 days. Still no response on why the matter was not resolved by customer care in more than 5 days, but resolved in 30 mins post a bad review. ;-) So the good news is that it's not a fraud; the bad news is that the systems are in a very sad state of affairs. Starting from missing email IDs (which apparently they didn't capture during the application), to forcing the applicant to install the Atlys app to get the visas (which they only tell you after you've paid them on the website), to not being able to deliver the visas even via the app due to aforesaid technical glitches leading to a missing email ID. I'd guess if you fit into the process they've envisaged, things will go well. And if you don't, God save you (because their customer care certainly wouldn't!) :-) Anyway, not a fraud, but your mileage may vary. Best wishes!
Where we screwed up
We require both a phone number and an email ID during account creation, but unfortunately, the email ID was not registered. As a result, a new account was created on subsequent logins, preventing the user from accessing their visa.
What did we do to fix it
Our authentication system has been updated to ensure proper mapping of both email IDs and phone numbers, preventing the creation of duplicate accounts in the future.
AG
Abhinav Gupta
August
Here’s a summary of my experience with Atlys:
Application Delay: My visa application has not been submitted to the embassy. Each time I inquire, Shahin and Roziya claim new documents are needed, which often do not match the embassy's requirements. I have had a complete document set one day and then, a week later, am told documents are missing or incorrect. Repeated Document Requests: I am continually asked for additional documents with no clear explanation of their necessity, causing frustration and confusion. The requested documents frequently do not align with the embassy’s actual requirements, adding to the delays. Financial Issues: Despite having paid for their services in full, there has been no progress. The delay of over two weeks has put me at risk of losing my flight money as my travel plans are now jeopardized. They seem to be making excuses to avoid completing the application process. Unreturned Passport: Shahin and Roziya, who were assigned to handle my case, have been holding onto my passport for an extended period without returning it, despite multiple requests. Demand for Resolution: I am demanding that my application be submitted to the embassy immediately or that my money and passport be returned. This situation is harassment and has caused significant stress. Shahin and Roziya have been unhelpful and unresponsive, and their actions are unacceptable. Post 14 days they have refused to refund my applicaiton fees I strongly advise against using their services. My experience has been extremely disappointing, and I hope this review helps others avoid similar issues..
Where we screwed up
The user sent their documents to the wrong address and declined to resend them to the correct AFC address when requested.
What did we do to fix it
We repeatedly requested the user to provide the necessary documents, but the user declined. Consequently, the user was issued a refund.
AG
Arpita Gupta
July
Beware before paying Visa fee!!!
Very unprofessional. They promised Visa to be delivered hassle free but after payment, said the visa will be processed only after a month. They claim that Singapore visas can be processed only 1 month prior to travel date. No such mention was made while applying online through website. Very dissatisfied. No choice but to agree to whatever they are saying, becoz fee is nonrefundable
Where we screwed up
Singapore visas can only be applied for 30 days before travel, this wasn’t communicated to users at checkout, causing confusion.
What did we do to fix it
When a user selects a travel date, the system now provides an alert if the chosen date falls outside the visa application window for the selected country. An updated ETA and a clear explanation are provided to ensure users understand the visa application requirements before proceeding.
BB
Bagdat Bagytov
September
They used such words just for marketing
When I start the process everything was smooth & easy till payment stage. Then they come up with the requirement. And if you say refund my money they say sorry we can’t!!! I mean like how can you say the required after collecting payment!??? Here I feel it’s so risky to go with such company have so many hidden tricks However I provide all required and I decided to risk it Till this moment the application late 2 days from the promised date Based on what you mentioned Guaranteed visa on time Based on what you make me pay for quick process Requested a Call back no one even see the request The agent on watsapp saying sorry it’s in process The email they replied sorry we will escalate etc Not to mention how they tell you add co traveler & get discount…. Fools noting
Where we screwed up
We failed to identify the ineligibility of one traveler for an e-visa, resulting in complications during the application process.
What did we do to fix it
The visa fees were fully refunded to the user. We have reconfigured our system to automatically detect and flag applications from nationals who are ineligible for specific visa types, preventing such issues in the future.
KY
Kavita Yadav
September
Worst app
That’s the worst app ever and big scam they take ur money fist and then no rep I lots my money but u guys be careful they are big scammers
Where we screwed up
Users were not informed before checkout that UAE visas for minors require parents application, causing confusion and delays.
What did we do to fix it
The user has been refunded for both the travellers. We now automatically detect if an application is for a minor and will prevent submission unless a parent’s application is filed simultaneously.
DA
Dania Abboud
September
If I could give 0 stars I would.
This site charges you double the price for a visa. They don't outline clearly that they charge you 2 different fees. Visa for Indonesia costs 50$ aud, i applied for 2 Indonesian visas from them and they charged 102$ and then they asked for 78$ for their fee which is ridiculous amount. I highly recommend booking from legitimate sites that won't rip you off.
Where we screwed up
We charge service fees only after timely visa delivery, but this detail was not clearly noticed by the user, leading to confusion.
What did we do to fix it
We have updated our webpage to make it explicitly clear that service fees are charged only upon on-time visa delivery. Additionally, we now provide a detailed breakdown of both visa and service fees to enhance transparency and user understanding.
ST
Sagar Thakkar
September
Unreliable and Unprofessional Visa Services – Multiple Issues Faced
I have had a highly disappointing experience with **Atlys** regarding their visa processing services on more than one occasion. Despite paying a premium for their services, both times the service has been below acceptable standards. ### France Visa Processing Issue: Recently, I paid approximately ₹43,600 for premium visa processing for myself, my wife, and my two daughters to travel to France. Initially, I was forced into using a WhatsApp group for all communication related to the service—a highly informal and unprofessional method for a process as important as visa application. Despite my reluctance, the service providers insisted on using this medium and were extremely unresponsive to phone calls, which delayed the entire process. I was supposed to receive all necessary documents well in advance of my visa appointment scheduled for 25th September 2024. However, after several reminders, I was told that my documents would be delivered only one day before the appointment. This last-minute approach, especially after paying for a premium service, is unacceptable. I had to insist on getting the documents earlier to avoid any potential errors that couldn’t be fixed in time. Adding to the frustration, I contacted their emergency helpline (1800 102 8597), but the person who reached out to me after registering my complaint only made me repeat the issue multiple times without offering any meaningful solution. This experience has been nothing but harassment, and despite paying a significant amount for their so-called premium services, I am still waiting for a satisfactory resolution. ### Earlier Dubai Visa Processing Issue: Unfortunately, this isn't the first time I've faced issues with Atlys. During a previous Dubai visa processing recently, I Paid for visa for four people, but only received for three people that was erroneous, Lead leading to cancellation of my long planned trip. I encountered similar delays and lack of communication Again, despite reaching out multiple times for clarification and assistance, the customer service team was highly unresponsive and seemed reluctant to assist even on the helpline numbers, I was being blocked, and my call was not answered purposely, When I tried from a different number, it was answered once, then, even that was Blocked. ### Conclusion: Atlys promises premium visa services, but my experiences have been far from satisfactory. Both times, I’ve dealt with delayed responses, unprofessional communication, and last-minute document deliveries, all while paying significant fees upfront. The lack of transparency and support, combined with the informal communication channels, makes their service unreliable and stressful for the customer. I would not recommend Atlys to anyone seeking a smooth and professional visa processing experience, especially for critical international trips.
Where we screwed up
Twice here - for Dubai and Schengen A delay in processing one of the four UAE visas by UAE Immigration resulted in one traveler missing their flight.
What did we do to fix it
We have implemented a centralised communication system to replace informal channels. We've also made internal tools that specifically highlight multi-visa trips. A refund was provided to the user for the UAE visa delay.
RK
Ram Kumar
September
Delayed Shipment
ship it on time despite my several requests. Their call center never did anything to address my issue. They charge 1200 for shipping fee but havent yet delivered my passport. I am travelling day after and i dont have my passport. Imagine my stress level. I have spoken to them 10 times yesterday but they have done nothing. Plan to visit their mehrauli office tomorrow.
Where we screwed up
The user, based in Bangalore, applied for a visa under the Delhi jurisdiction without providing the required address proof. As a result, the passport was initially sent to Delhi before being redirected to Bangalore, leading to delays.
What did we do to fix it
The passport was successfully shipped from Delhi to Bangalore, and the visa was processed ahead of the ETA. The passport was then delivered back to the user without further delays.
SJ
Sujan JK
September
Terrible service. It’s a scam.
I went through all the reviews to make sure that it was good and i did give it a go but they were always slacking from their end. Giving hopes of visa but it never got approved. They said it got rejected but i had all the documentation right. I applied for a visa to bali and they couldn’t provide me a proof of any reason for rejection of my visa.
Where we screwed up
A Nepalese citizen applied for an Indonesian visa from Australia. However, 15 days after submission, authorities requested additional bank statements, which caused delays in processing the application.
What did we do to fix it
The user was issued a full refund as we were unable to deliver the visa within the promised ETA.
KS
KS Rana
September
Don't waste your money
Don't waste your money by taking the service of Atlas. They neither have any good service nor support. Once you make the payment, you will not get any proper response from them, so don't waste your money here. I am facing problem since last 6 days. I have made many support requests. I have sent emails. I am calling on infection number but there is no response from their side.
Where we screwed up
The user did not receive a timely refund after their visa was rejected.
What did we do to fix it
The visa fees have been refunded to the user. To prevent such delays in the future, we have implemented an auto-refund system for cases of visa rejection or cancellation.
RJ
Rahul Jha
September
Terrible experience
I had a terrible experience with this app and its service. The logistics were completely disorganized, leading to significant delays. My passport, which was supposed to be delivered well in advance, arrived late, causing me to miss my flight and ultimately cancel my entire trip. The so-called "expert" I dealt with was highly unprofessional and unresponsive throughout the process. This app failed to meet even the most basic expectations, and I would not recommend it to anyone. Avoid at all costs if you value your time and travel plans. Not compensated.
Where we screwed up
The user applied for a Singapore visa with an estimated processing completion date of September 12, even though their travel to Malaysia was scheduled for September 5.
What did we do to fix it
We expedited the process to ensure the visa and passport were successfully delivered to the user in time for their travel to Malaysia.
SS
Saheli Saha
October
Delay in passport pickup
I have an upcoming conference in Singapore, and booked visa application with Atlys after seeing shiny reviews. All was fine till we paid the fees. After that, we are still trying to get clear information about passport pick-up, the only anwers from the customer service agent are ridiculous talks like 'you have quite some time, don't worry about the delay'. It is extremely stressful to work with this service provider.
Where we screwed up
The user’s passport was not picked up on the scheduled date.
What did we do to fix it
The passport was collected the next day, and the visa was successfully issued within the promised ETA. To further improve our service, we have onboarded three additional logistics partners, ensuring coverage across all pin codes and reducing the average transit time to just two days.
LT
Lukas Tucker
October
Wrong dates on visa
Company got my dates wrong on my visa application and tried to make me reapply and pay again for their mistake. Terrible customer service, had to listen to some AI bot when I tried to call and took a week to speak to an actual human just to get no where. DO NOT USE!!
Where we screwed up
The user applied for the visa two months in advance and chose a tentative date for the application. However, their travel plans were scheduled for a later date, causing the visa to expire before their actual travel.
What did we do to fix it
We reissued the visa for free with the actual travel dates. We now process visa applications closer to the travel date to ensure travelers have sufficient visa validity for their journey.
SJ
Shubham Jain
October
Worst app
don't apply visa from this app i apply for japan visa from there app and firstly they informed us they will us dummy tickets for visa but next day they denied use dummy tickets and asking to provide them original tickets , i request them to use dummy tickets for visa but they clearly denied after that i request refund my money they told will process refund and they refund 30% money only they even not collect our passport. Fraud company not even have contact no. They not have phone no.
Where we screwed up
The requirement for confirmed flight tickets was not clarified upfront, and the refund process deducted service fees.
What did we do to fix it
The list of required documents for a Japan visa has been added to the webpage for better clarity. Additionally, we have updated our FAQs to provide detailed information about the entire visa process, including the required documents, eligibility criteria, and visa validity.
KM
Ketul Mehta
October
Very poor service
Would have given a negative rating but that's not an option. Very poor service. I had an extremely frustrating experience with Atlys India Pvt Ltd. They are more focused on rushing to close complaints than actually resolving them. Emails go unanswered, and the only form of communication is through WhatsApp messages from a single representative who takes ages to reply.
Where we screwed up
The iOS app inaccurately displayed the estimated time of arrival (ETA) for a UAE Express visa as 8 hours, instead of the correct ETA of 1 day. Additionally, the user encountered challenges in reaching customer support to address their concerns.
What did we do to fix it
The ETA has now been synchronized across all platforms to ensure consistency. The user was refunded as the visa was not delivered within the originally stated ETA. Additionally, we have introduced a live chat feature, allowing users to connect with our support team within 5 minutes.
HP
Hariprasad
October
Wrong details on the visa
Dumb guys they don't listen to customer, they wrongly mentioned my name in the visa. Not as per passport. no customer support option for editing also. I don't recommend this app for foreign travel. Better go with travel agents, atleast they lift the call for communication.
Where we screwed up
Our OCR system incorrectly interpreted the spelling of the user’s father’s name, leading to inaccuracies. Additionally, the user faced difficulties in connecting with customer support to resolve their concerns.
What did we do to fix it
The user was promptly issued a corrected visa with accurate details. To prevent similar issues, we have implemented a new OCR model that authenticates data using MRZ (Machine-Readable Zone) technology and government portals.
SK
Shahnaz Khan
October
Terrible Experience with Atlys
Avoid at all costs! I had the most frustrating and disappointing experience with Atlys. I applied for a visa for South Africa, specifically requesting a month-long visa. Instead, they applied for a visa from Sep 10 to Sep 16 2024 just SIX days! This completely mismatched my travel dates, which were from Sep 27 to Oct 2024. When I contacted Atlys to address this massive mistake, they stopped responding altogether. I got my visa on 20 Sep, didn't have any choice left.
Where we screwed up
The visa approved by South African authorities had a shorter validity than the customer’s planned trip.
What did we do to fix it
We have made changes in the product to reflect the minimum duration your visa can be approved for. The user received a full refund despite getting the visa before their travel dates and on-time.
GS
Govind Shah
October
Frustrating experience
I had a bad experience with Atlys while applying for my Australian visa. They mishandled my application, including getting my date of birth wrong, and provided no support despite multiple attempts to reach out. When they finally responded, they denied any mistakes. Their lack of accountability and care for customers is evident in their many negative reviews (check them on GMaps) I strongly advise against using Atlys for visa processing—save yourself the headache! Use other providers!
Where we screwed up
The user’s Australian visa was denied due to authorities' concerns regarding the traveler’s intent to return.
What did we do to fix it
We have implemented a parser to assess the likelihood of visa approval in advance, helping to minimize such issues in the future. Additionally, we ensure that all necessary documents are attached to strengthen the chances of visa approval.
PA
Pavan
October
Delay and costs me more than listed for UK
I am trying 1st time here and didn’t had good experience over all. @Trupti @Atlys -Did good! Two things I had issues: 1. Took 1month to submit my application, after I provided all docs. 2. atlys app says $350 include everything but I end up paying again for shipping. Hope I get better experience next time
Where we screwed up
This was our first UK visa case originating from the US. We underestimated the timeline, setting an ETA of 45 days, which turned out to be inadequate. Additionally, we failed to include two-way passport pickup and delivery charges in the initial fee structure.
What did we do to fix it
We fixed our ETA for the Visa as per actuals. We also have clearer product communication to convey that now the passport pick-up and drop fees is included. Introduced real-time updates for passport pick up and delivery. The user was refunded the $50 he paid for passport delivery.
AA
ABDUL AZEEZ
October
Worst experience with Atlys
I applied for a UAE visa through the "Atlys - Visa on Time" service, but my experience was far from satisfactory. After submitting my application, I received numerous emails, WhatsApp messages, and app notifications informing me that my visa was ready. However, when I tried to download the visa from the app or check my email for the necessary information, I found that it was not available. I then attempted to contact the support team but was met with only automated responses that created tickets automatically. I created several tickets, and in one of the responses, I was asked to make an additional payment to address some technical issues supposedly preventing the visa from being issued. Despite paying the extra fees, I still have not received my visa. My previous ticket was automatically closed, and I have now raised two more tickets, awaiting a response. Given this experience, I believe the service should reconsider using the name "Visa on Time," as it misleadingly sets customer expectations.
Where we screwed up
Our Customer Support team misunderstood the problem statement, the customer was having issues downloading the visa
What did we do to fix it
Standard operating procedures (SOPs) are in place to effectively resolve such issues. To further enhance customer support, we have transitioned our support team in-house, ensuring more efficient assistance. Additionally, we have implemented an AI-powered call assistant and chatbot to offer users instant support and facilitate seamless communication.
SS
Sandeep Singh
April
Atlys Nightmare for me
I applied my Japan visa for business purposes turned into a nightmare. Their incompetence not only delayed my travel plans but also disrupted my business commitments, causing financial losses. It's appalling that they fail to take responsibility for their mistakes. Avoid Atlys if you value your time, money, and business prospects.
Where we screwed up
The user applied for a Japan business visa, but the service is limited to tourist visas only.
What did we do to fix it
Communications are now clear on the website that we provide only one type of visa (tourist visa). The visa fees were refunded to the user.
UB
Umang S Bhatnagar
July
Sharing my personal experience getting visas for my wife and daughter.
What started as an awesome UI experience while entering data for the visa ended as a catastrophe, with no response and no visa after more than 10 days. To add insult to injury, the vaunted '100% refund guarantee' is impossible to claim - try it yourself. There is no email ID, no phone number, and even the address on Google is a Plot number. I live in Gurgaon so I plan to go there and see if I can find somebody. I applied over the website. When I gave my phone number, they were able to pull together my details (name, address, etc) from some database of their own, apparently from earlier applications. Pretty awesome, except that I wasn't applying for myself, I was doing so for my family, and that this may be possible doesn't seem to have struck the geniuses at Atlys. So I changed all the data, and I'm pretty sure the next time I try to apply I'll find my wife's data turning up. The power of databases! Anyway, I go through the process, I make the payment, I am promised the visa in two days, with an exact date and time by when I will get it. Again, pretty awesome, right? Except I find that days have passed, I don't have the visa, and the webpage (which I fortunately hadn't closed) is still saying I'll get it in two days, with a date and time still in the future. I take some screenshots, and it turns out that the date and time keeps getting changed for further in the future. So I write to them asking for help, and I get a response 3 days later, congratulating me on a successful visa application and informing me that I can get it from the app. Which is a new mess, because now it would appear I have no choice but to install the app. And the joke is still on me; because there is no visa on the app. So I write back on the support mail with screenshots from the app showing I don't have the visa, and there is now a stone-cold silence, despite another 3 days having passed. We are now past 10 days from the date of application, there is no visa (and obviously no refund), and I find that there is no phone number or email ID, either. There is an address, though, and fortunately it's in my city, so I'll try to get there and see if there is somebody I can ask for help. Wouldn't be surprised if the office doesn't exist and it's nothing more than an elaborate fraud scheme. Thought I'd share the experience, maybe some others can avoid falling into this trap. Live and learn; I've done the living, and I'll leave it to you to decide whether you've learnt anything from my experience. :-) Edit 2: Got a Whatsapp text and then a call from somebody at 11:30 in the night, so somebody cares. They were able to find the visas and send them to me, with some story related to technical glitches being the root cause of not having received the visas in 2 days. Still no response on why the matter was not resolved by customer care in more than 5 days, but resolved in 30 mins post a bad review. ;-) So the good news is that it's not a fraud; the bad news is that the systems are in a very sad state of affairs. Starting from missing email IDs (which apparently they didn't capture during the application), to forcing the applicant to install the Atlys app to get the visas (which they only tell you after you've paid them on the website), to not being able to deliver the visas even via the app due to aforesaid technical glitches leading to a missing email ID. I'd guess if you fit into the process they've envisaged, things will go well. And if you don't, God save you (because their customer care certainly wouldn't!) :-) Anyway, not a fraud, but your mileage may vary. Best wishes!
Where we screwed up
We require both a phone number and an email ID during account creation, but unfortunately, the email ID was not registered. As a result, a new account was created on subsequent logins, preventing the user from accessing their visa.
What did we do to fix it
Our authentication system has been updated to ensure proper mapping of both email IDs and phone numbers, preventing the creation of duplicate accounts in the future.
AG
Abhinav Gupta
August
Here’s a summary of my experience with Atlys:
Application Delay: My visa application has not been submitted to the embassy. Each time I inquire, Shahin and Roziya claim new documents are needed, which often do not match the embassy's requirements. I have had a complete document set one day and then, a week later, am told documents are missing or incorrect. Repeated Document Requests: I am continually asked for additional documents with no clear explanation of their necessity, causing frustration and confusion. The requested documents frequently do not align with the embassy’s actual requirements, adding to the delays. Financial Issues: Despite having paid for their services in full, there has been no progress. The delay of over two weeks has put me at risk of losing my flight money as my travel plans are now jeopardized. They seem to be making excuses to avoid completing the application process. Unreturned Passport: Shahin and Roziya, who were assigned to handle my case, have been holding onto my passport for an extended period without returning it, despite multiple requests. Demand for Resolution: I am demanding that my application be submitted to the embassy immediately or that my money and passport be returned. This situation is harassment and has caused significant stress. Shahin and Roziya have been unhelpful and unresponsive, and their actions are unacceptable. Post 14 days they have refused to refund my applicaiton fees I strongly advise against using their services. My experience has been extremely disappointing, and I hope this review helps others avoid similar issues..
Where we screwed up
The user sent their documents to the wrong address and declined to resend them to the correct AFC address when requested.
What did we do to fix it
We repeatedly requested the user to provide the necessary documents, but the user declined. Consequently, the user was issued a refund.
AG
Arpita Gupta
July
Beware before paying Visa fee!!!
Very unprofessional. They promised Visa to be delivered hassle free but after payment, said the visa will be processed only after a month. They claim that Singapore visas can be processed only 1 month prior to travel date. No such mention was made while applying online through website. Very dissatisfied. No choice but to agree to whatever they are saying, becoz fee is nonrefundable
Where we screwed up
Singapore visas can only be applied for 30 days before travel, this wasn’t communicated to users at checkout, causing confusion.
What did we do to fix it
When a user selects a travel date, the system now provides an alert if the chosen date falls outside the visa application window for the selected country. An updated ETA and a clear explanation are provided to ensure users understand the visa application requirements before proceeding.
BB
Bagdat Bagytov
September
They used such words just for marketing
When I start the process everything was smooth & easy till payment stage. Then they come up with the requirement. And if you say refund my money they say sorry we can’t!!! I mean like how can you say the required after collecting payment!??? Here I feel it’s so risky to go with such company have so many hidden tricks However I provide all required and I decided to risk it Till this moment the application late 2 days from the promised date Based on what you mentioned Guaranteed visa on time Based on what you make me pay for quick process Requested a Call back no one even see the request The agent on watsapp saying sorry it’s in process The email they replied sorry we will escalate etc Not to mention how they tell you add co traveler & get discount…. Fools noting
Where we screwed up
We failed to identify the ineligibility of one traveler for an e-visa, resulting in complications during the application process.
What did we do to fix it
The visa fees were fully refunded to the user. We have reconfigured our system to automatically detect and flag applications from nationals who are ineligible for specific visa types, preventing such issues in the future.
KY
Kavita Yadav
September
Worst app
That’s the worst app ever and big scam they take ur money fist and then no rep I lots my money but u guys be careful they are big scammers
Where we screwed up
Users were not informed before checkout that UAE visas for minors require parents application, causing confusion and delays.
What did we do to fix it
The user has been refunded for both the travellers. We now automatically detect if an application is for a minor and will prevent submission unless a parent’s application is filed simultaneously.
DA
Dania Abboud
September
If I could give 0 stars I would.
This site charges you double the price for a visa. They don't outline clearly that they charge you 2 different fees. Visa for Indonesia costs 50$ aud, i applied for 2 Indonesian visas from them and they charged 102$ and then they asked for 78$ for their fee which is ridiculous amount. I highly recommend booking from legitimate sites that won't rip you off.
Where we screwed up
We charge service fees only after timely visa delivery, but this detail was not clearly noticed by the user, leading to confusion.
What did we do to fix it
We have updated our webpage to make it explicitly clear that service fees are charged only upon on-time visa delivery. Additionally, we now provide a detailed breakdown of both visa and service fees to enhance transparency and user understanding.
ST
Sagar Thakkar
September
Unreliable and Unprofessional Visa Services – Multiple Issues Faced
I have had a highly disappointing experience with **Atlys** regarding their visa processing services on more than one occasion. Despite paying a premium for their services, both times the service has been below acceptable standards. ### France Visa Processing Issue: Recently, I paid approximately ₹43,600 for premium visa processing for myself, my wife, and my two daughters to travel to France. Initially, I was forced into using a WhatsApp group for all communication related to the service—a highly informal and unprofessional method for a process as important as visa application. Despite my reluctance, the service providers insisted on using this medium and were extremely unresponsive to phone calls, which delayed the entire process. I was supposed to receive all necessary documents well in advance of my visa appointment scheduled for 25th September 2024. However, after several reminders, I was told that my documents would be delivered only one day before the appointment. This last-minute approach, especially after paying for a premium service, is unacceptable. I had to insist on getting the documents earlier to avoid any potential errors that couldn’t be fixed in time. Adding to the frustration, I contacted their emergency helpline (1800 102 8597), but the person who reached out to me after registering my complaint only made me repeat the issue multiple times without offering any meaningful solution. This experience has been nothing but harassment, and despite paying a significant amount for their so-called premium services, I am still waiting for a satisfactory resolution. ### Earlier Dubai Visa Processing Issue: Unfortunately, this isn't the first time I've faced issues with Atlys. During a previous Dubai visa processing recently, I Paid for visa for four people, but only received for three people that was erroneous, Lead leading to cancellation of my long planned trip. I encountered similar delays and lack of communication Again, despite reaching out multiple times for clarification and assistance, the customer service team was highly unresponsive and seemed reluctant to assist even on the helpline numbers, I was being blocked, and my call was not answered purposely, When I tried from a different number, it was answered once, then, even that was Blocked. ### Conclusion: Atlys promises premium visa services, but my experiences have been far from satisfactory. Both times, I’ve dealt with delayed responses, unprofessional communication, and last-minute document deliveries, all while paying significant fees upfront. The lack of transparency and support, combined with the informal communication channels, makes their service unreliable and stressful for the customer. I would not recommend Atlys to anyone seeking a smooth and professional visa processing experience, especially for critical international trips.
Where we screwed up
Twice here - for Dubai and Schengen A delay in processing one of the four UAE visas by UAE Immigration resulted in one traveler missing their flight.
What did we do to fix it
We have implemented a centralised communication system to replace informal channels. We've also made internal tools that specifically highlight multi-visa trips. A refund was provided to the user for the UAE visa delay.
RK
Ram Kumar
September
Delayed Shipment
ship it on time despite my several requests. Their call center never did anything to address my issue. They charge 1200 for shipping fee but havent yet delivered my passport. I am travelling day after and i dont have my passport. Imagine my stress level. I have spoken to them 10 times yesterday but they have done nothing. Plan to visit their mehrauli office tomorrow.
Where we screwed up
The user, based in Bangalore, applied for a visa under the Delhi jurisdiction without providing the required address proof. As a result, the passport was initially sent to Delhi before being redirected to Bangalore, leading to delays.
What did we do to fix it
The passport was successfully shipped from Delhi to Bangalore, and the visa was processed ahead of the ETA. The passport was then delivered back to the user without further delays.
SJ
Sujan JK
September
Terrible service. It’s a scam.
I went through all the reviews to make sure that it was good and i did give it a go but they were always slacking from their end. Giving hopes of visa but it never got approved. They said it got rejected but i had all the documentation right. I applied for a visa to bali and they couldn’t provide me a proof of any reason for rejection of my visa.
Where we screwed up
A Nepalese citizen applied for an Indonesian visa from Australia. However, 15 days after submission, authorities requested additional bank statements, which caused delays in processing the application.
What did we do to fix it
The user was issued a full refund as we were unable to deliver the visa within the promised ETA.
KS
KS Rana
September
Don't waste your money
Don't waste your money by taking the service of Atlas. They neither have any good service nor support. Once you make the payment, you will not get any proper response from them, so don't waste your money here. I am facing problem since last 6 days. I have made many support requests. I have sent emails. I am calling on infection number but there is no response from their side.
Where we screwed up
The user did not receive a timely refund after their visa was rejected.
What did we do to fix it
The visa fees have been refunded to the user. To prevent such delays in the future, we have implemented an auto-refund system for cases of visa rejection or cancellation.
RJ
Rahul Jha
September
Terrible experience
I had a terrible experience with this app and its service. The logistics were completely disorganized, leading to significant delays. My passport, which was supposed to be delivered well in advance, arrived late, causing me to miss my flight and ultimately cancel my entire trip. The so-called "expert" I dealt with was highly unprofessional and unresponsive throughout the process. This app failed to meet even the most basic expectations, and I would not recommend it to anyone. Avoid at all costs if you value your time and travel plans. Not compensated.
Where we screwed up
The user applied for a Singapore visa with an estimated processing completion date of September 12, even though their travel to Malaysia was scheduled for September 5.
What did we do to fix it
We expedited the process to ensure the visa and passport were successfully delivered to the user in time for their travel to Malaysia.
SS
Saheli Saha
October
Delay in passport pickup
I have an upcoming conference in Singapore, and booked visa application with Atlys after seeing shiny reviews. All was fine till we paid the fees. After that, we are still trying to get clear information about passport pick-up, the only anwers from the customer service agent are ridiculous talks like 'you have quite some time, don't worry about the delay'. It is extremely stressful to work with this service provider.
Where we screwed up
The user’s passport was not picked up on the scheduled date.
What did we do to fix it
The passport was collected the next day, and the visa was successfully issued within the promised ETA. To further improve our service, we have onboarded three additional logistics partners, ensuring coverage across all pin codes and reducing the average transit time to just two days.
LT
Lukas Tucker
October
Wrong dates on visa
Company got my dates wrong on my visa application and tried to make me reapply and pay again for their mistake. Terrible customer service, had to listen to some AI bot when I tried to call and took a week to speak to an actual human just to get no where. DO NOT USE!!
Where we screwed up
The user applied for the visa two months in advance and chose a tentative date for the application. However, their travel plans were scheduled for a later date, causing the visa to expire before their actual travel.
What did we do to fix it
We reissued the visa for free with the actual travel dates. We now process visa applications closer to the travel date to ensure travelers have sufficient visa validity for their journey.
SJ
Shubham Jain
October
Worst app
don't apply visa from this app i apply for japan visa from there app and firstly they informed us they will us dummy tickets for visa but next day they denied use dummy tickets and asking to provide them original tickets , i request them to use dummy tickets for visa but they clearly denied after that i request refund my money they told will process refund and they refund 30% money only they even not collect our passport. Fraud company not even have contact no. They not have phone no.
Where we screwed up
The requirement for confirmed flight tickets was not clarified upfront, and the refund process deducted service fees.
What did we do to fix it
The list of required documents for a Japan visa has been added to the webpage for better clarity. Additionally, we have updated our FAQs to provide detailed information about the entire visa process, including the required documents, eligibility criteria, and visa validity.
KM
Ketul Mehta
October
Very poor service
Would have given a negative rating but that's not an option. Very poor service. I had an extremely frustrating experience with Atlys India Pvt Ltd. They are more focused on rushing to close complaints than actually resolving them. Emails go unanswered, and the only form of communication is through WhatsApp messages from a single representative who takes ages to reply.
Where we screwed up
The iOS app inaccurately displayed the estimated time of arrival (ETA) for a UAE Express visa as 8 hours, instead of the correct ETA of 1 day. Additionally, the user encountered challenges in reaching customer support to address their concerns.
What did we do to fix it
The ETA has now been synchronized across all platforms to ensure consistency. The user was refunded as the visa was not delivered within the originally stated ETA. Additionally, we have introduced a live chat feature, allowing users to connect with our support team within 5 minutes.
HP
Hariprasad
October
Wrong details on the visa
Dumb guys they don't listen to customer, they wrongly mentioned my name in the visa. Not as per passport. no customer support option for editing also. I don't recommend this app for foreign travel. Better go with travel agents, atleast they lift the call for communication.
Where we screwed up
Our OCR system incorrectly interpreted the spelling of the user’s father’s name, leading to inaccuracies. Additionally, the user faced difficulties in connecting with customer support to resolve their concerns.
What did we do to fix it
The user was promptly issued a corrected visa with accurate details. To prevent similar issues, we have implemented a new OCR model that authenticates data using MRZ (Machine-Readable Zone) technology and government portals.
SK
Shahnaz Khan
October
Terrible Experience with Atlys
Avoid at all costs! I had the most frustrating and disappointing experience with Atlys. I applied for a visa for South Africa, specifically requesting a month-long visa. Instead, they applied for a visa from Sep 10 to Sep 16 2024 just SIX days! This completely mismatched my travel dates, which were from Sep 27 to Oct 2024. When I contacted Atlys to address this massive mistake, they stopped responding altogether. I got my visa on 20 Sep, didn't have any choice left.
Where we screwed up
The visa approved by South African authorities had a shorter validity than the customer’s planned trip.
What did we do to fix it
We have made changes in the product to reflect the minimum duration your visa can be approved for. The user received a full refund despite getting the visa before their travel dates and on-time.
GS
Govind Shah
October
Frustrating experience
I had a bad experience with Atlys while applying for my Australian visa. They mishandled my application, including getting my date of birth wrong, and provided no support despite multiple attempts to reach out. When they finally responded, they denied any mistakes. Their lack of accountability and care for customers is evident in their many negative reviews (check them on GMaps) I strongly advise against using Atlys for visa processing—save yourself the headache! Use other providers!
Where we screwed up
The user’s Australian visa was denied due to authorities' concerns regarding the traveler’s intent to return.
What did we do to fix it
We have implemented a parser to assess the likelihood of visa approval in advance, helping to minimize such issues in the future. Additionally, we ensure that all necessary documents are attached to strengthen the chances of visa approval.
PA
Pavan
October
Delay and costs me more than listed for UK
I am trying 1st time here and didn’t had good experience over all. @Trupti @Atlys -Did good! Two things I had issues: 1. Took 1month to submit my application, after I provided all docs. 2. atlys app says $350 include everything but I end up paying again for shipping. Hope I get better experience next time
Where we screwed up
This was our first UK visa case originating from the US. We underestimated the timeline, setting an ETA of 45 days, which turned out to be inadequate. Additionally, we failed to include two-way passport pickup and delivery charges in the initial fee structure.
What did we do to fix it
We fixed our ETA for the Visa as per actuals. We also have clearer product communication to convey that now the passport pick-up and drop fees is included. Introduced real-time updates for passport pick up and delivery. The user was refunded the $50 he paid for passport delivery.
AA
ABDUL AZEEZ
October
Worst experience with Atlys
I applied for a UAE visa through the "Atlys - Visa on Time" service, but my experience was far from satisfactory. After submitting my application, I received numerous emails, WhatsApp messages, and app notifications informing me that my visa was ready. However, when I tried to download the visa from the app or check my email for the necessary information, I found that it was not available. I then attempted to contact the support team but was met with only automated responses that created tickets automatically. I created several tickets, and in one of the responses, I was asked to make an additional payment to address some technical issues supposedly preventing the visa from being issued. Despite paying the extra fees, I still have not received my visa. My previous ticket was automatically closed, and I have now raised two more tickets, awaiting a response. Given this experience, I believe the service should reconsider using the name "Visa on Time," as it misleadingly sets customer expectations.
Where we screwed up
Our Customer Support team misunderstood the problem statement, the customer was having issues downloading the visa
What did we do to fix it
Standard operating procedures (SOPs) are in place to effectively resolve such issues. To further enhance customer support, we have transitioned our support team in-house, ensuring more efficient assistance. Additionally, we have implemented an AI-powered call assistant and chatbot to offer users instant support and facilitate seamless communication.
SS
Saheli Saha
October
Delay in passport pickup
I have an upcoming conference in Singapore, and booked visa application with Atlys after seeing shiny reviews. All was fine till we paid the fees. After that, we are still trying to get clear information about passport pick-up, the only anwers from the customer service agent are ridiculous talks like 'you have quite some time, don't worry about the delay'. It is extremely stressful to work with this service provider.
Where we screwed up
The user’s passport was not picked up on the scheduled date.
What did we do to fix it
The passport was collected the next day, and the visa was successfully issued within the promised ETA. To further improve our service, we have onboarded three additional logistics partners, ensuring coverage across all pin codes and reducing the average transit time to just two days.
LT
Lukas Tucker
October
Wrong dates on visa
Company got my dates wrong on my visa application and tried to make me reapply and pay again for their mistake. Terrible customer service, had to listen to some AI bot when I tried to call and took a week to speak to an actual human just to get no where. DO NOT USE!!
Where we screwed up
The user applied for the visa two months in advance and chose a tentative date for the application. However, their travel plans were scheduled for a later date, causing the visa to expire before their actual travel.
What did we do to fix it
We reissued the visa for free with the actual travel dates. We now process visa applications closer to the travel date to ensure travelers have sufficient visa validity for their journey.
SJ
Shubham Jain
October
Worst app
don't apply visa from this app i apply for japan visa from there app and firstly they informed us they will us dummy tickets for visa but next day they denied use dummy tickets and asking to provide them original tickets , i request them to use dummy tickets for visa but they clearly denied after that i request refund my money they told will process refund and they refund 30% money only they even not collect our passport. Fraud company not even have contact no. They not have phone no.
Where we screwed up
The requirement for confirmed flight tickets was not clarified upfront, and the refund process deducted service fees.
What did we do to fix it
The list of required documents for a Japan visa has been added to the webpage for better clarity. Additionally, we have updated our FAQs to provide detailed information about the entire visa process, including the required documents, eligibility criteria, and visa validity.
KM
Ketul Mehta
October
Very poor service
Would have given a negative rating but that's not an option. Very poor service. I had an extremely frustrating experience with Atlys India Pvt Ltd. They are more focused on rushing to close complaints than actually resolving them. Emails go unanswered, and the only form of communication is through WhatsApp messages from a single representative who takes ages to reply.
Where we screwed up
The iOS app inaccurately displayed the estimated time of arrival (ETA) for a UAE Express visa as 8 hours, instead of the correct ETA of 1 day. Additionally, the user encountered challenges in reaching customer support to address their concerns.
What did we do to fix it
The ETA has now been synchronized across all platforms to ensure consistency. The user was refunded as the visa was not delivered within the originally stated ETA. Additionally, we have introduced a live chat feature, allowing users to connect with our support team within 5 minutes.
HP
Hariprasad
October
Wrong details on the visa
Dumb guys they don't listen to customer, they wrongly mentioned my name in the visa. Not as per passport. no customer support option for editing also. I don't recommend this app for foreign travel. Better go with travel agents, atleast they lift the call for communication.
Where we screwed up
Our OCR system incorrectly interpreted the spelling of the user’s father’s name, leading to inaccuracies. Additionally, the user faced difficulties in connecting with customer support to resolve their concerns.
What did we do to fix it
The user was promptly issued a corrected visa with accurate details. To prevent similar issues, we have implemented a new OCR model that authenticates data using MRZ (Machine-Readable Zone) technology and government portals.
SK
Shahnaz Khan
October
Terrible Experience with Atlys
Avoid at all costs! I had the most frustrating and disappointing experience with Atlys. I applied for a visa for South Africa, specifically requesting a month-long visa. Instead, they applied for a visa from Sep 10 to Sep 16 2024 just SIX days! This completely mismatched my travel dates, which were from Sep 27 to Oct 2024. When I contacted Atlys to address this massive mistake, they stopped responding altogether. I got my visa on 20 Sep, didn't have any choice left.
Where we screwed up
The visa approved by South African authorities had a shorter validity than the customer’s planned trip.
What did we do to fix it
We have made changes in the product to reflect the minimum duration your visa can be approved for. The user received a full refund despite getting the visa before their travel dates and on-time.
GS
Govind Shah
October
Frustrating experience
I had a bad experience with Atlys while applying for my Australian visa. They mishandled my application, including getting my date of birth wrong, and provided no support despite multiple attempts to reach out. When they finally responded, they denied any mistakes. Their lack of accountability and care for customers is evident in their many negative reviews (check them on GMaps) I strongly advise against using Atlys for visa processing—save yourself the headache! Use other providers!
Where we screwed up
The user’s Australian visa was denied due to authorities' concerns regarding the traveler’s intent to return.
What did we do to fix it
We have implemented a parser to assess the likelihood of visa approval in advance, helping to minimize such issues in the future. Additionally, we ensure that all necessary documents are attached to strengthen the chances of visa approval.
PA
Pavan
October
Delay and costs me more than listed for UK
I am trying 1st time here and didn’t had good experience over all. @Trupti @Atlys -Did good! Two things I had issues: 1. Took 1month to submit my application, after I provided all docs. 2. atlys app says $350 include everything but I end up paying again for shipping. Hope I get better experience next time
Where we screwed up
This was our first UK visa case originating from the US. We underestimated the timeline, setting an ETA of 45 days, which turned out to be inadequate. Additionally, we failed to include two-way passport pickup and delivery charges in the initial fee structure.
What did we do to fix it
We fixed our ETA for the Visa as per actuals. We also have clearer product communication to convey that now the passport pick-up and drop fees is included. Introduced real-time updates for passport pick up and delivery. The user was refunded the $50 he paid for passport delivery.
AA
ABDUL AZEEZ
October
Worst experience with Atlys
I applied for a UAE visa through the "Atlys - Visa on Time" service, but my experience was far from satisfactory. After submitting my application, I received numerous emails, WhatsApp messages, and app notifications informing me that my visa was ready. However, when I tried to download the visa from the app or check my email for the necessary information, I found that it was not available. I then attempted to contact the support team but was met with only automated responses that created tickets automatically. I created several tickets, and in one of the responses, I was asked to make an additional payment to address some technical issues supposedly preventing the visa from being issued. Despite paying the extra fees, I still have not received my visa. My previous ticket was automatically closed, and I have now raised two more tickets, awaiting a response. Given this experience, I believe the service should reconsider using the name "Visa on Time," as it misleadingly sets customer expectations.
Where we screwed up
Our Customer Support team misunderstood the problem statement, the customer was having issues downloading the visa
What did we do to fix it
Standard operating procedures (SOPs) are in place to effectively resolve such issues. To further enhance customer support, we have transitioned our support team in-house, ensuring more efficient assistance. Additionally, we have implemented an AI-powered call assistant and chatbot to offer users instant support and facilitate seamless communication.
BB
Bagdat Bagytov
September
They used such words just for marketing
When I start the process everything was smooth & easy till payment stage. Then they come up with the requirement. And if you say refund my money they say sorry we can’t!!! I mean like how can you say the required after collecting payment!??? Here I feel it’s so risky to go with such company have so many hidden tricks However I provide all required and I decided to risk it Till this moment the application late 2 days from the promised date Based on what you mentioned Guaranteed visa on time Based on what you make me pay for quick process Requested a Call back no one even see the request The agent on watsapp saying sorry it’s in process The email they replied sorry we will escalate etc Not to mention how they tell you add co traveler & get discount…. Fools noting
Where we screwed up
We failed to identify the ineligibility of one traveler for an e-visa, resulting in complications during the application process.
What did we do to fix it
The visa fees were fully refunded to the user. We have reconfigured our system to automatically detect and flag applications from nationals who are ineligible for specific visa types, preventing such issues in the future.
KY
Kavita Yadav
September
Worst app
That’s the worst app ever and big scam they take ur money fist and then no rep I lots my money but u guys be careful they are big scammers
Where we screwed up
Users were not informed before checkout that UAE visas for minors require parents application, causing confusion and delays.
What did we do to fix it
The user has been refunded for both the travellers. We now automatically detect if an application is for a minor and will prevent submission unless a parent’s application is filed simultaneously.
DA
Dania Abboud
September
If I could give 0 stars I would.
This site charges you double the price for a visa. They don't outline clearly that they charge you 2 different fees. Visa for Indonesia costs 50$ aud, i applied for 2 Indonesian visas from them and they charged 102$ and then they asked for 78$ for their fee which is ridiculous amount. I highly recommend booking from legitimate sites that won't rip you off.
Where we screwed up
We charge service fees only after timely visa delivery, but this detail was not clearly noticed by the user, leading to confusion.
What did we do to fix it
We have updated our webpage to make it explicitly clear that service fees are charged only upon on-time visa delivery. Additionally, we now provide a detailed breakdown of both visa and service fees to enhance transparency and user understanding.
ST
Sagar Thakkar
September
Unreliable and Unprofessional Visa Services – Multiple Issues Faced
I have had a highly disappointing experience with **Atlys** regarding their visa processing services on more than one occasion. Despite paying a premium for their services, both times the service has been below acceptable standards. ### France Visa Processing Issue: Recently, I paid approximately ₹43,600 for premium visa processing for myself, my wife, and my two daughters to travel to France. Initially, I was forced into using a WhatsApp group for all communication related to the service—a highly informal and unprofessional method for a process as important as visa application. Despite my reluctance, the service providers insisted on using this medium and were extremely unresponsive to phone calls, which delayed the entire process. I was supposed to receive all necessary documents well in advance of my visa appointment scheduled for 25th September 2024. However, after several reminders, I was told that my documents would be delivered only one day before the appointment. This last-minute approach, especially after paying for a premium service, is unacceptable. I had to insist on getting the documents earlier to avoid any potential errors that couldn’t be fixed in time. Adding to the frustration, I contacted their emergency helpline (1800 102 8597), but the person who reached out to me after registering my complaint only made me repeat the issue multiple times without offering any meaningful solution. This experience has been nothing but harassment, and despite paying a significant amount for their so-called premium services, I am still waiting for a satisfactory resolution. ### Earlier Dubai Visa Processing Issue: Unfortunately, this isn't the first time I've faced issues with Atlys. During a previous Dubai visa processing recently, I Paid for visa for four people, but only received for three people that was erroneous, Lead leading to cancellation of my long planned trip. I encountered similar delays and lack of communication Again, despite reaching out multiple times for clarification and assistance, the customer service team was highly unresponsive and seemed reluctant to assist even on the helpline numbers, I was being blocked, and my call was not answered purposely, When I tried from a different number, it was answered once, then, even that was Blocked. ### Conclusion: Atlys promises premium visa services, but my experiences have been far from satisfactory. Both times, I’ve dealt with delayed responses, unprofessional communication, and last-minute document deliveries, all while paying significant fees upfront. The lack of transparency and support, combined with the informal communication channels, makes their service unreliable and stressful for the customer. I would not recommend Atlys to anyone seeking a smooth and professional visa processing experience, especially for critical international trips.
Where we screwed up
Twice here - for Dubai and Schengen A delay in processing one of the four UAE visas by UAE Immigration resulted in one traveler missing their flight.
What did we do to fix it
We have implemented a centralised communication system to replace informal channels. We've also made internal tools that specifically highlight multi-visa trips. A refund was provided to the user for the UAE visa delay.
RK
Ram Kumar
September
Delayed Shipment
ship it on time despite my several requests. Their call center never did anything to address my issue. They charge 1200 for shipping fee but havent yet delivered my passport. I am travelling day after and i dont have my passport. Imagine my stress level. I have spoken to them 10 times yesterday but they have done nothing. Plan to visit their mehrauli office tomorrow.
Where we screwed up
The user, based in Bangalore, applied for a visa under the Delhi jurisdiction without providing the required address proof. As a result, the passport was initially sent to Delhi before being redirected to Bangalore, leading to delays.
What did we do to fix it
The passport was successfully shipped from Delhi to Bangalore, and the visa was processed ahead of the ETA. The passport was then delivered back to the user without further delays.
SJ
Sujan JK
September
Terrible service. It’s a scam.
I went through all the reviews to make sure that it was good and i did give it a go but they were always slacking from their end. Giving hopes of visa but it never got approved. They said it got rejected but i had all the documentation right. I applied for a visa to bali and they couldn’t provide me a proof of any reason for rejection of my visa.
Where we screwed up
A Nepalese citizen applied for an Indonesian visa from Australia. However, 15 days after submission, authorities requested additional bank statements, which caused delays in processing the application.
What did we do to fix it
The user was issued a full refund as we were unable to deliver the visa within the promised ETA.
KS
KS Rana
September
Don't waste your money
Don't waste your money by taking the service of Atlas. They neither have any good service nor support. Once you make the payment, you will not get any proper response from them, so don't waste your money here. I am facing problem since last 6 days. I have made many support requests. I have sent emails. I am calling on infection number but there is no response from their side.
Where we screwed up
The user did not receive a timely refund after their visa was rejected.
What did we do to fix it
The visa fees have been refunded to the user. To prevent such delays in the future, we have implemented an auto-refund system for cases of visa rejection or cancellation.
RJ
Rahul Jha
September
Terrible experience
I had a terrible experience with this app and its service. The logistics were completely disorganized, leading to significant delays. My passport, which was supposed to be delivered well in advance, arrived late, causing me to miss my flight and ultimately cancel my entire trip. The so-called "expert" I dealt with was highly unprofessional and unresponsive throughout the process. This app failed to meet even the most basic expectations, and I would not recommend it to anyone. Avoid at all costs if you value your time and travel plans. Not compensated.
Where we screwed up
The user applied for a Singapore visa with an estimated processing completion date of September 12, even though their travel to Malaysia was scheduled for September 5.
What did we do to fix it
We expedited the process to ensure the visa and passport were successfully delivered to the user in time for their travel to Malaysia.
AG
Arpita Gupta
July
Beware before paying Visa fee!!!
Very unprofessional. They promised Visa to be delivered hassle free but after payment, said the visa will be processed only after a month. They claim that Singapore visas can be processed only 1 month prior to travel date. No such mention was made while applying online through website. Very dissatisfied. No choice but to agree to whatever they are saying, becoz fee is nonrefundable
Where we screwed up
Singapore visas can only be applied for 30 days before travel, this wasn’t communicated to users at checkout, causing confusion.
What did we do to fix it
When a user selects a travel date, the system now provides an alert if the chosen date falls outside the visa application window for the selected country. An updated ETA and a clear explanation are provided to ensure users understand the visa application requirements before proceeding.
AG
Abhinav Gupta
August
Here’s a summary of my experience with Atlys:
Application Delay: My visa application has not been submitted to the embassy. Each time I inquire, Shahin and Roziya claim new documents are needed, which often do not match the embassy's requirements. I have had a complete document set one day and then, a week later, am told documents are missing or incorrect. Repeated Document Requests: I am continually asked for additional documents with no clear explanation of their necessity, causing frustration and confusion. The requested documents frequently do not align with the embassy’s actual requirements, adding to the delays. Financial Issues: Despite having paid for their services in full, there has been no progress. The delay of over two weeks has put me at risk of losing my flight money as my travel plans are now jeopardized. They seem to be making excuses to avoid completing the application process. Unreturned Passport: Shahin and Roziya, who were assigned to handle my case, have been holding onto my passport for an extended period without returning it, despite multiple requests. Demand for Resolution: I am demanding that my application be submitted to the embassy immediately or that my money and passport be returned. This situation is harassment and has caused significant stress. Shahin and Roziya have been unhelpful and unresponsive, and their actions are unacceptable. Post 14 days they have refused to refund my applicaiton fees I strongly advise against using their services. My experience has been extremely disappointing, and I hope this review helps others avoid similar issues..
Where we screwed up
The user sent their documents to the wrong address and declined to resend them to the correct AFC address when requested.
What did we do to fix it
We repeatedly requested the user to provide the necessary documents, but the user declined. Consequently, the user was issued a refund.
UB
Umang S Bhatnagar
July
Sharing my personal experience getting visas for my wife and daughter.
What started as an awesome UI experience while entering data for the visa ended as a catastrophe, with no response and no visa after more than 10 days. To add insult to injury, the vaunted '100% refund guarantee' is impossible to claim - try it yourself. There is no email ID, no phone number, and even the address on Google is a Plot number. I live in Gurgaon so I plan to go there and see if I can find somebody. I applied over the website. When I gave my phone number, they were able to pull together my details (name, address, etc) from some database of their own, apparently from earlier applications. Pretty awesome, except that I wasn't applying for myself, I was doing so for my family, and that this may be possible doesn't seem to have struck the geniuses at Atlys. So I changed all the data, and I'm pretty sure the next time I try to apply I'll find my wife's data turning up. The power of databases! Anyway, I go through the process, I make the payment, I am promised the visa in two days, with an exact date and time by when I will get it. Again, pretty awesome, right? Except I find that days have passed, I don't have the visa, and the webpage (which I fortunately hadn't closed) is still saying I'll get it in two days, with a date and time still in the future. I take some screenshots, and it turns out that the date and time keeps getting changed for further in the future. So I write to them asking for help, and I get a response 3 days later, congratulating me on a successful visa application and informing me that I can get it from the app. Which is a new mess, because now it would appear I have no choice but to install the app. And the joke is still on me; because there is no visa on the app. So I write back on the support mail with screenshots from the app showing I don't have the visa, and there is now a stone-cold silence, despite another 3 days having passed. We are now past 10 days from the date of application, there is no visa (and obviously no refund), and I find that there is no phone number or email ID, either. There is an address, though, and fortunately it's in my city, so I'll try to get there and see if there is somebody I can ask for help. Wouldn't be surprised if the office doesn't exist and it's nothing more than an elaborate fraud scheme. Thought I'd share the experience, maybe some others can avoid falling into this trap. Live and learn; I've done the living, and I'll leave it to you to decide whether you've learnt anything from my experience. :-) Edit 2: Got a Whatsapp text and then a call from somebody at 11:30 in the night, so somebody cares. They were able to find the visas and send them to me, with some story related to technical glitches being the root cause of not having received the visas in 2 days. Still no response on why the matter was not resolved by customer care in more than 5 days, but resolved in 30 mins post a bad review. ;-) So the good news is that it's not a fraud; the bad news is that the systems are in a very sad state of affairs. Starting from missing email IDs (which apparently they didn't capture during the application), to forcing the applicant to install the Atlys app to get the visas (which they only tell you after you've paid them on the website), to not being able to deliver the visas even via the app due to aforesaid technical glitches leading to a missing email ID. I'd guess if you fit into the process they've envisaged, things will go well. And if you don't, God save you (because their customer care certainly wouldn't!) :-) Anyway, not a fraud, but your mileage may vary. Best wishes!
Where we screwed up
We require both a phone number and an email ID during account creation, but unfortunately, the email ID was not registered. As a result, a new account was created on subsequent logins, preventing the user from accessing their visa.
What did we do to fix it
Our authentication system has been updated to ensure proper mapping of both email IDs and phone numbers, preventing the creation of duplicate accounts in the future.
SS
Sandeep Singh
April
Atlys Nightmare for me
I applied my Japan visa for business purposes turned into a nightmare. Their incompetence not only delayed my travel plans but also disrupted my business commitments, causing financial losses. It's appalling that they fail to take responsibility for their mistakes. Avoid Atlys if you value your time, money, and business prospects.
Where we screwed up
The user applied for a Japan business visa, but the service is limited to tourist visas only.
What did we do to fix it
Communications are now clear on the website that we provide only one type of visa (tourist visa). The visa fees were refunded to the user.
