Opodo
reviews and complaints

Hi,

In February, myself and my wife booked seperate flights (on different dates) from London to Montreal, for us and our daughters, 4 flights in total, through Opodo. The carrier was Air Transat, with the flights taking place in late July.

My flight was scheduled for July 23rd, and my booking reference number was [protected]. My wife and daughter's flight was scheduled for 18th July, and their booking reference number was [protected].

Both flights were cancelled due to the Covid-19 pandemic, and we received an email on the 26th of June to inform of this, and to offer refund vouchers. We were happy to accept these, and followed the instructions to request these through the supplied link.

Since then, we have heard nothing. I have attempted to contact Opodo on several occasions though their website, but have received no response to my messages. They do not supply an email address. I managed to find a phone number for customer service, but after being on hold for an hour, I was disconnected.

We are not asking for a full refund, merely the vouchers they have already offered, plus some communication from Opodo as to the current status of this.

Kind regards,

Matt and Mathilde Simmons

I booked and paid for a flight to Dublin on 4/8/20 through Opodo which cost £100.49. I paid this at the time of booking however on 19/8/20 Opodo took another payment of £115.52 from my account without my authorization. I would like to know why this sum was taken from my debit card.

The flight booking ref. is D76EWj

The return flight was from Glasgow to Dublin on 5/9/20 to return on 12/9/20 (I think Ryanair was the airline)

I would appreciate if you could contact me regarding this issue at your earliest convenience at: [protected]@hotmail.com

Opodo booking reference ;[protected] Booked January 18 2020

Easy Jet booking K19L65W Bristol to Pula Croatia 235.85 euros
Easy Jet booking K19L66P Pula to Bristol 441.19 euros

Easy Jet refunded opodo 21 August 2020 and 20 August 2020
This repayment was confirmed by telephone on September 7th by easyJet

Numerous attempts by telephone and email have proved ineffective as opodo have blocked attempts to contact them.

I booked business class return flights with Emirates for me and my wife to Lusaka via Opodo on 18 December 2019. The outward flight was from Stansted on 5 September 2020 via Dubai to Lusaka, and the return was on 19 September 2029 from Lusaka to Stansted via Dubai. On 13 July 2020 I received the first of several emails from Emirates. It stated that my departure airport had been changed to Heathrow, instead of Stansted. I then received an email from Emirates on 22 July 2020 stating the flights back from Lusaka via Dubai to Stansted had been cancelled. I tried to call Opodo on several occasions to ask what my options were, but never managed to get through. On 24 July 2020 I received an email from Opodo also informing me that my flights on booking reference [protected] had been cancelled due to Covid-19, but the mail was not specific about which flights had been cancelled, so I presume it was all of them. The mail advised me to click the Manage My Booking link, where I would be able to review my options. I did this several times, and was not able gain access to the section where I could review my options, but eventually I was successful, and chose the voucher option. The pop up, after I selected the voucher option, informed me that this could take up to 14 days to be executed, so I was not too surprised when I kept receiving flight updates from Emirates, even though the flights had been supposedly cancelled. I allowed the 14 days to expire plus slightly longer, then decided to call Opodo on the evening of 17 August 2020 at 22.26 and eventually got through to an operative. I explained that I had opted for the voucher option on line, but had received nothing. He then accessed my booking and informed me that he had requested the voucher option, which would be sent via email, but could take up to 48 hours to be sent, which expired yesterday evening. As the initial flight is du to take off on 5 September 2020, and I have still not received either confirmation that a voucher has been issued in lieu of the flight, or any other alternatives, such as a refund, I am concerned that I will lose my money, which I cannot afford as a pensioner. Can you please help, as I am getting nowhere with Opodo. Regards, Roy Creed, [protected]@talk21.com

Flight to Warsaw (10th April 20) cancelled we spoke to the airline who confirmed that they were providing refunds but that this would need to be done through our travel agent Opodo. We contacted Opodo numerous times and eventually the refund was put through on the 15th May. We were sent wrong forms to fill out, told we were ineligible, that our flight wasn't cancelled, even though we could prove that it had been. Refund request has now exceeded 90 days and still no evidence of the refund, despite airline saying that it is processing refunds.
We believe Opodo is holding on to our money and not returning it to customers.

Following issues with covid we were not able to take our holiday as planned to hawaii in the middle of april. Flights were cancelled by the airlines. Following this I called three days before we were due to fly and was told that I would get a refund, and it could take up to 90 days to be paid back into the account I used to book and pay for the flights. This was on the 17 of april 2020 and the agents name was advia, when I suggested that it didn't take them 90 days to take my money she told me that she would prioritise it and I should get it in ten days. Well its now the 25th of august 2020 and I am still waiting for my money to be returned. This is my last ditch attempt to get this resolved before I seek legal advice and take legal action against opodo. I am appalled at the lack of response from opodo they clearly have the money and should have paid it back by now.

My flight was cancelled by odopo and turkish airlines.
I want a refund. booking reference is 5025104182
Date of refund claim was april 25, date of flight cancellation was MARCH 29
first they needed 3 months after refund claim, now they want 6 months .
I want my money back as this was a substantial amount.

Vertrekken
29 mrt. 10:00
Landen
30 mrt. 04:40
Duur van vlucht
11 uur, 40 min
Naam van passagier
Johannes Stevens
Stoel
-
Bevestigingsnummer
5025104182
Bekijken en bewerken in Reizen
Van İstanbul naar Amsterdam - TK 1951
30 mrt. 07:15-09:50

Booking ref, [protected] made in February 2020, and cancelled by Ryanair in March due to covid virus. Asked Opodo for refund but as yet received nothing but Run round. ALL Opodo phone line are now disconnected, and website will only let me use 'Chatbot' which also goes round in circles. My booking was made as a package trip therefore Opodo are responsible for refund, not airline. I would like Opodo to refund everything I paid to them on this reference No. under their ATOL agreement.

I booked flights from Manchester to Ft. Lauderdale on Virgin for June through Opodo Ref # [protected] also took out the"cancellation for no reason" this was booked in January.
I cancelled my flight March 30th and Virgin cancelled in May as I could not enter the US. I checked daily my refund status which on July 7th said it was processed and would be refunded into my bank account. I called Aug 14th after hours on hold finally got to speak with an agent who said the cancellation for no reason does not apply for Covid I took this policy out in January & I cancelled before the airline. I now have to wait 7-10 days for Opodo to ask the airline for the refund Why was this not already in process? The guardian have published an article about Opodo and how many people are left with no refunds totally devastated I was flying to Florida to spend my 60th with my children who live there that was bad enough not been able to go now dealing with this hassle.
This pandemic has shown which companies step up to the plate & the ones who don't "KARMA OPODO"

The following emails will explain my utter concern with Opodo:

John Osborne
Attachments
Sun, Jul 12, 2:00 PM
to David

Dear David de la Roz,

On June 16th I requested that you pass on a letter (see below) to Mr Dana Philip Dunne. I assume that as a result of this letter I did elicit a response from "Sara M" of the Travel Experience team on June 23rd and she promised a resolution within seven days. I have since followed up to the Travel Experience team on two separate occasions yet no word has been received from her in 20 days. Not even an apology or explanation for the delay!

I would appreciate your kind assistance by having someone of authority ascertain the status of my claim for reimbursement of £289.92 as I have spent hours and hours since May 2020 on this matter. It has been utterly frustrating.

Kind regards,

John E Osborne

Tel: 27 (0) 44.3841.431 Mail Address:
Mobile: 27 (0) 72.4444.083 P.O. Box 1060,
E-mail: [protected]@gmail.com Knysna 6570,
South Africa.

Residence:
51, Cearn Drive,
Leisure Isle,
Knysna 6571,
South Africa.

June 17, 2020

Mr Dana Dunne,
CEO & Executive Officer,
eDreams Odigeo S.A.,
4, rue du Fort Wallis,
L-2714 Luxembourg.

Dear Mr. Dunne, Re: Opodo Travel Agency

Firstly, I wish to state that I have successfully used Opodo many times for flight and hotel reservations each without the need to modify or change the reservation. However, on August 30, 2019 I reserved a hotel room at Hotel Mozart, Rome, Italy for May 5 through 7 to celebrate my 80th birthday with family joining me from several other countries.

Sadly, due to Covid 19 Italy announced an embargo on travel to Rome which necessitated the cancellation of the visit. I contacted Hotel Mozart and was informed that they were happy to issue a voucher to be used over the following two years but in our case they had not received the funds from Opodo so I needed to contact Opodo directly.

Since May 2020 I have sent numerous emails, telephoned the customer help line and appealed via the web to Opodo but to no avail. I have not had the decency of a human response.

I would sincerely appreciate your intervention in this matter by having the appropriate official handle my request. I prefer to have a refund of £ 289.92, alternatively a voucher for use at Hotel Mozart over the next 2 years. The absence of any response to date is totally irritating and unprofessional by Opodo.

I have set out below a copy of the original booking which even using the booking number of 8075667265119 provided by Opodo is not recognized when using the Opodo website.

Again, I apologise for contacting you directly, but I have no other alternative.

Sincerely yours

John E. Osborne

I have made Hotel Booking. Arrived to hotel and they have informed me that OPODO has booked 2 rooms for me and I have been charged for these 2 rooms. I have only one booking confirmation for 1 room as requested.
My booking confirmation number from OPODO is [protected] (Booking made on 09/08/20).
I have tried contact OPODO numerous times through their customer service since I was told by Hotel reception that there is 2 bookings on my name but no luck.
On the phone at the moment on their customer service line which is totally dead, hear only person typing but not answering my call. I do not know if I get served or not. Waited now 1hr and 12 min. (10/08/20 01:47 am). I want to have refund for the charged extra room.

Booking GB508449040 from Opodo. I made an online reservation on 31 Jul 20 for a two week car reservation starting on 3 Aug 2020. I brought all the appropriate information and when I arrived the credit card I used for the reservation was not accepted. This was a US credit card and I am currently a US citizen with a UK residence permit. I brought my UK drivers license, my UK Residence Card, BRP, a photo of my passport and a UK issued Visa Debit. I was told that I could not be released a vehicle because my UK license was less than two years old. I asked if I could return with my valid US license and another credit card and was told that I could not be released a vehicle. No where in the information provided by Opodo Cars does it say what kind of credit card I have to provide other than what I made the reservation with. I was not given the option of returning the next day either. I was robbed. I realise that I could get a full refund but I feel that I am entitled to a partial refund. That car can still be rented by another party essentially making more money by not refunding any of the monies I paid and the money spent on a new rental.

I have had my flight canceled and opodo have had the funds from my carrier. Having provided my bank details as asked for on the 14th of July and chased the funds by email on the 23rd of July I still haven't had the money transferred. They say that the bank details are not correct, however having checked with my bank they have confirm the details are correct and that they can see no attempt at payment. I have spent 3 hours on the phone so far, and been promised a call back twice within 24 hours. No call has come back to me ! I can only assume that Opodo is withholding my funds deliberately - is it a policy ?. Is this illegal none at opodo seems to care. I was also promised an email with your complaints form and procedure this has not been sent.

On Feb 3rd I booked 2 return flights plus hotel in St Petersburg, departiing 23 May 2020. When obvious that travel would not be happening I contacted Opodo for update. No reply. I had to check status of flight myself up to morning of departure. Flight was cancelled by airline. Many emails and calls (all numbers not operational) plus letter to head office in London and an address in Spain on their T&Cs. Some weeks after departure I got an email from them but appearing to come from WizzAir saying flight was cancelled. Not a surprise as it was weeks before! I contacted the hotel who said Expedia cancelled on May 13th. I didn't use Expedia. I contacted them and they said my hotel cost was refunded to a credit card on May 13th. Nothing from Opodo more than 8 weeks after departure date. I booked a package (have Atol number) so am requesting my full refund of £1186.60. Their booking reference is [protected]. I have been very patient but will take this to the highest level. I have copies of all correspondence I sent them.

I booked a flight through Opodo. Air Greenland from Copenhagen to Iluluissat - for June 25 2020 with a return flight on June 30, 2020. The flight was cancelled. Opodo informed me that they sent me a refund on June 13 2020 - to the credit card by which I made my booking. To date (July 20 2020) I have NOT received the funds.
I would like to know the status of the refund.
Booking reference - [protected]
Thank you
Judith Amara
amara. [protected]@gmail.com

am really frustrated with Opodo - virgin and BA left me stranded with no communication in Namibia in April

i had tried several times to ask for my refund and Opodo just ignore my requests - its mnot oftern i can get past the stupid bot customer service

the excuse i get is that as i flew outbound and not the inbound to the UK -'its very difficult' for the airlines to refund part trip

this just isn't good enough

not only have i missed out on the money i spent on a return ticket - but was left stranded with no way home

i had to get a foreigh office flight for £1400

Hello!
The Lufthansa flight from 10.02.2020 from Mexico City to Milano was cancelled due to the storm that was in Germany. The 12.02.2020 I did the refund request via Opodo Messenger service, the only disponibile. Today we are the 25.06.2020 and still no refund! Please, help.
The Lufthansa company said that they have refund to Opodo since February:
" Ticket number 220 [protected]
I would like to inform you that refund has already been processed of above mentioned ticket. As originally ticket was issued by travel agent with form of payment cash hence we have processed refund to travel agent.
Request you to contact travel agent and collect your amount."
What to do next? Thank you

I wonder if you are looking into the problems with opodo refunds? We understand that covid-19 is exceptional but they have now cut all telephone communication and it is impossible to get any satisfaction. We are owing a flight cancellation refund. The airline says we have to go through opodo. Their website says to click on voucher refund but there is no explanation at all of what this means. We do not want to use the same routing again (hong kong-france). We need to know that a refund can be used on any routing. Maybe you can get an answer? We managed to get another flight from air new zealand who accepted that we could not get in touch with opodo but they could not refund the taxes paid for an auckland-hong kong cancelled flight. There is nothing on line to enable us to ask for them to obtain this refund.
Also we took out cancellation insurance with opodo but they say this is a force majeure and the insurance isn't valid. We wondered whether this has been proved in court as a force majeure in the eyes of the law (normally earthquakes etc.) and shouldn't our insurance money be refunded if they cannot honour it.
Hoping you can help us and thousands who are in the same position. Thank you.
David and penelope lloyd

We had a flight booked from Lanzarote to gran Canaria which was cancelled, and limo ground transfer to hotel and back .
Must add we were supposed to fly to Lanzarote for a week then onto Gran Canaria and return home from Gran Canaria for our honeymoon.
Been trying for weeks to contact Opodo, phones down, no e-mail to contact . I managed to cancel ground transfer after i was told our flight was cancelled. Reading small print i could get a full refund if i cancelled 48hrs before we were due, which was done, i then recieved vouchers, i dont want vochers as im never using Opodo again. Still have not been able to get hold of them to request refund for flight.