Travelgenio
reviews and complaints

I bought a ticket for my 74 year old father, Due to his health he is unable to travel from Karachi to Accra due to this reason I would like to refund this ticket, I call air line to find out if this ticket is refundable or not Airline(kenya Airways) confirmed Booking refrence : U8ZLJT can be refundable with a fee of 132 euros or US$150, I am wiliing to pay all the feeses but I get a reply from Travel Genio customer service agent CLAUDIA
"Dear Mr./Ms. Khan,

Thank you for contacting Travelgenio.

In reply to your request, we are sorry to inform you that based on the airline's fare rules your ticket is nonrefundable.

Kind regards,

--
Claudia
Customer Service Representative

I booked flights to Mexico on November 17th 2018. Reservation number WLGBFY in the name of Joanne Taylor.
December 21st 2018 Travelgenio contacted me saying there had been a change in flight schedule. The new schedule meant that we would miss a flight connection by 4 hours.
I was offered the option to cancel and have a full refund. I agreed to cancel and receive a full refund.
The advisor told me that as the airline had changed the flight, my refund would usually be processed within 10 days.
I cannot get a response from Travelgenio. I have called them many times and also emailed them. They don't respond.

Hello,
Two days ago, I bought a round trip ticket for 1030 EUR and I was charged 4720 SAR Saudi Reyals on my credit card. The exchane rate was too costly for me as Travelgenio did not inform me of the exchange rate. The difference in normal exchange is about EUR 85. I requested that Travelgenio charge the amount in EUR but they refused. I think that I was mistreated and cheated by Travelgenio.

Regards,
Nabil Rousan

I had booked the ticket from Travelgenio with the booking number: KQ2XXM
It is the outgoing and return flight from Munich to Beijing. But because of the weather reason my outgoing flight at 03. Feb was cancelled and the airline arranged me another outgoing flight at 04. Feb.
the 2nd bookingreference is: R4DQR5, but with this new travel document, my return flight from Beijing to Munich is also changed with a transfer time of -5 minutes, the departure time in Amsterdam was originally should be 20Feb 17:45! there is no info from Travelgenio and I trying to call travelgenio but got no solution. they (at least 2 telephone operators) committed to give me feed back but nothing received.

the KLM check in staff can not change it, and they say there is no flight at 17:45, I still need to go through Travel genio.
now, I my return flight and schedule was totally a miss und unclear, if I want to take the suitable flight, the airlines even ask me to pay for the flight as "I want to change this -5 minutes transfer time flight" I am still trying to find a method how to go back urgently!

I also send these days several emails to customer. service@travelgenio.com but no response till now!

I have seen there is not only me have this trouble to contact with this travel agency. and I really double this company book us the no existing ticket with a cheep price and then just left it to airlines or customer alone to change it, if my return flight trouble is still not solved, I have reserved everything and the evidence, I have prepared to ask for the help of the law and my right as a consumer to get my lost and compensation. and joint with other customers contact other flight searching engin company to put this company in the blacklist.

I bought tickets to Japan last January 9, 2019 and had to cancel due to personal reasons and I wanted to get a refund for my ticket. I have already emailed them and have been trying to contact them for a refund but I have not received any reply and I cannot get through their customer service. The calls get ended spontaneously and I have not received any updates as well through email.

Hi

I cancelled my booking on travelgenio (X4WC3I) in 1st week of November 2018 and it has been almost 3 months and I am still waiting for the refund. I tried calling your office multiple times but no one gave me a satisfactory answer.

Your team first told me that i will get the money back in 2-4 weeks and then they told me that i will get the money back in 1-2 months and now they are saying that I will get the money back when airlines give us the money back. I asked for a deadline on that because I have to return this money to someone but I did not get any.

Honestly I am very frustrated. Can someone tell me when will I get my money back?

Regards,
Adil Shaikh

I have booked a ticket from Dublin to Sao Paulo trough Sky scanner which has directed me to Travelgenio.
I would travel to Aer Lingus from Dublin to Madrid and then with Iberia from Madrid to Rio and then Latam from Rio to Sao Paulo.
The first flight got over an hour delayed due to weather conditions which was fine. I thought when I arrived in Madrid I would have someone to look after me and put me into another flight, as this was a connection. However when I got into the Iberia customer desk they told me I had to contact my travel agency as they couldn't have sold me a ticket with only one hour connection in Madrid, as such a connection would take 2.5 hours. I contacted Travelgenio, which took me very long to manage to get someone answering my call. The person who ive spoken with told me it was Iberia's fault since they should have had this option available on their website, the person wich whom I was on the phone with told me to pass on my own mobile to the person I was speaking with in Iberia, and obliviously she refused to chat to him on my mobile, what makes sense, as he would have to go trough the right channel, not doing it using my own mobile. The travelgenio customer service agent told me he woul
d look into it and call me later. I told him I was in the airport and had no time to wait. however he guaranteed he would call me back, which he didnt. After 4 hours waiting, not knowing what to do since a new ticjet would cost me €950 euro, and besides it my lugged got lost. I then went to travelgenio website and sent an email, after 1 hour I got a call, expecting to be a return call from that call made 4 hours earlier, but it was not, the person told me I was speaking with the wrong department and they were going to start look into my case from that moment on. Is this my fault, that the call hasn't been transferred to the right department? And this is justify my 4 hours waiting? he also told me he would return my call and never did! And I emphasized I was in the airport for over 5 hours at that stage. But nobody cared, either Travelgenio nor Iberia. The current legislation hasn't been applied, since I meant to receive assistance after 3 hours waiting, as well as food an
d a place to stay whilst the issue wasn't addressed, which didn't happened. I've tried to contact Travelgenio over the phone, but no success, at this stage I was in the airport for 10 hours, when finally they found my luggage. The person from Iberia offered me to pay for a stand by ticket, which I paid €180 euro, as it would be an option to not pay €950 for a full ticket, and also the next available flight if I would have bought in full would be the next day at 23:45. So I paid for it and waited for the flight witch was also at 23:45, which means I was at the airport from 12pm to 23:45 with no assistance. I finally did departure but now I really want Travelgenio to take responsibility for my financial losses and stress caused by their lack of support.

Hi .. I booked a flight then cancelled on the 31st December 2018.. Telephoned on the 9th January 2019 to ask where my refund was and was told by your customer service assistant named Adrian, that you had received my money from the airline and I would be receiving my refund in the next few days. Checking my bank account today, I still haven't received it. Can you tell me what is happening please. Booking reference NJVEHK ..

Trying to contact them over phone, to multiple country phone numbers nothing works. Tried chat service, "THE WORST" chat service in the world. I have waited more that 10 minutes, the chat person asked me to wait for a moment and went 5 minutes. I again asked if they even in the line, chat person asked me wait for a moment no msg after 5 minutes. I gave my email and booking reference, no return or nothing. All went dark.

Booked with Travelgenio for one-way ticket from Perth West Australia to DarwinN T on Virgin 1433 at 8.55am.
Ticket for Zachary Nemaric, advertised cost $327. Bank details show another $80 added to agreed cost.
Unfortunately Zachary's dad got seriously I'll with brain tumour. Stress was high due to start of new job in Darwin and airline ticket.
Don't want refund wanting change of flight date... Monday 4February.
Tried phoning various numbers, disconnected, tried emailing get inquiry tickets but no response, got 4 just from today (only got one more day before flight). Sent details to everything with agency name, either bounces back or lacks a response.
Never again
I am a pensioner buying ticket for grandson who is hoping to get his life on track. We do not need this stress.

I have sent 3 emails about changing my flight to the 5/1 from the 9/1 as I am I'll and need to get back to Australia and I have called your customer service line twice and went through the 5 minutes of pressing buttons about why I was calling only to be hung up on ; on both occasions:
Great service you lot provide not. I would strongly advise people not to book with travelgenio because once they take your money it's impossible to change anything.
Lawrence

On 28/12/2018 I was trying to reach customer service more than 4 hours because I want to change my departure flight, no answer at all.

My original departure flight is on 02/01/2019 and I want to change it for 03/01/2019

try to call International phone number and also USA customer service, both with no answer.

My booking number is: VGU9E9

any suggestions? what can I do?

Well it was such worst and bad customer service by travelgenio.com as they use to say do whatever we never bother, Let me narrate what happened. I booked the ticket AMS to BOM due to technical sabotage its has been declined later amount 2043, 52INR debited to my amount they told within 72 hours it will have done, Now they are saying amount has been credited to your account but the amount is not credited to my account plus I sent last transaction history to travelgenio, Customer service rude and unprofessional I called them twice to connect to team lead or manager but they are hesitant to do that such a worst company, I will not recommend booking this company any flight or bus, They simply routing to customer in a different way, I needed money back any cost nor let go like this.

shivayogi.[protected]@yahoo.com
RZI3SS(bookingID)

I made a booking for me my partner and the two kids with this agency for the 22nd of november from newcastle to auckland and a return flight from auckland back to newcastle on the 27th of november and it was said to enter first (name) and surname. I put my first (NAMES) including my middle names then i proceed with the following questions. All info was correct and then when i press next, it wouldnt let me go through to the next page. I tried again entering my info to the questions and press next and it still wouldnt let me through till i realised that there was a notice highlighted red saying that theres something wrong with the (names) i thought that yes ok i think the names i entered was to long so i tried just putting my first name cause it said enter (name) not (names) and when i pressed the next button it let me proceed to the next page so i carried on with payments and the booking was confirmed and was received the payment receipt and booking info on my email from (TRAVEL2BE) few days later i rang up to make sure if the booking with just our first name and last name was ok and they told me that they will send me and email asking to send a copy of our passports. Two days before my flight i relised seen a email from travelgenio asking for photos of our passport so i sent it. Nextday i rang up to see if everything was all good and the ladie said that i sent it within the 48hour period b4 the flight and they cant do anything about it and ill have to contact virgin so i did. Virgin asked me to contact you guys and you guys told me no sorry nothing we can do and hung up?! I had a word with the virgin senior representative and they manage to add in my middle names charging us $144 per person. Comunication with the travelgenio customer service was slack and sounded like they didnt want to be part of the situation.. paid another $144 per person again for adding the middle name for the flight back.. after all when we went to the virgin australia check in, i asked the lady over the counter if it was ok to fly with just your first and last name and she said (its completely fine cause i do it and you should make a complaint cause the just rigged you) a few passangers traveling in the same plane said they didnt have to put there middle names and you guys from trvelgenio made it like it was mandatory! Some [censored]!

Our Travelgenio booking code: [protected]
Booking code: HKEKTP
Ticket numbers: [protected], [protected], [protected], [protected].
Itinerary: DEPARTURE: London/Heathrow to Doha/Doha Intl. :30 November 2018 with British Airways 123, Class: Premium Economy.
1) The Flight does Not Exist!
2) No information from Travelgenio of the change of Itinerary either by email or phone.
As no prior information was given by Travelgenio and as we could not find the relevant flight number on the British Airways website, we purposely had to make our way to London Heathrow airport, British Airways counter 12 hours before departure to enquire about the flight. BA informed us the flight does Not exist. We were lucky enough to be transferred to the Qatar Airways flight, but however, as there are no Premium Economy class we were downgraded to economy.
British Airways phoned Travelgenio and the staff were very rude, unaccommodating, and refused to talk to us. Eventually, they sent us a change of itinerary once the BA staff informed them they had not done so. We have all the correspondence from Travelgenio and they have blatantly refused to answer to our email queries on money refund of the change of airline and class. We would like a refund on our ticket class and an acknowledgement/apology of their inefficiency.
I have written to them, but they have not acknowledged my complaint.

I bought a ticket on friday 14th of december from travelgenio to fly from Dublin to Sao Paulo Brazil on Wednesday 19th December. Departure at 6am. I rang them the next day, Saturday the 16th December trying to cancel and get a refund. The guy who answered the call was very rude. He told me I couldnt cancel or get a refund. He sarcastically told me to take the flight. He refused to give me his full name. He said his first name was Nicholas. He then hung up the phone on me. Then they wouldnt answer the phone when i tried to ring back.This has to be against consumers rights. They are stealing €800 from me. This is 2 months rent. Im so angry at this company. How can they get away with treating people like this? Can youplease help me get my money back, please? This is a lot of money for me. Any help is very much appreciated.

I take this opportunity to bring this to your attention that students from Central America Health Sciences University were to travel on board on 11th December, 2018. The students did arrive at the airport as per scheduled check-in at 9:00 PM but later they were denied boarding by the security officials by Air France citing the cause as Security Alert by Mr. Brijesh Pratap Singh who was the officer on-duty. He has also indicated the issue of refunding 100% amount towards the tickets as the students had all the required documents and it was denied by airline. He has informed it as a security alert.
Further the same would be reflected as the cause and we request you to work and process as soon as possible on 100% refund. We cannot really afford a fare amount for the round trip again sir. We are very much in distraught and traumatized as we are students travelling with remitted budgets.

1. PYLA CARL ISRAEL, Passport no. Z 4668446 TICKET : [protected].
2. SAI PRAVEEN DASARI, Passport no. S 1607932 TICKET : [protected].
3. VARUN TIWARI, Passport no. N 2439975 TICKET : [protected]
4. KUMAR MANISH, Passport no. S 5410321 TICKET : [protected]
Kindly do the needful.

For any further information or queries you us reach us directly at [protected]@gmail.com or +91 [protected].

Hi,

my booking code is SXAZOA and telephone number is [protected]. I want to change the return flight from 12/29/2018 to 01/30/2019, still Air China-CA963 from PEK to DUS. My booking includes flexible ticket fee. I have sent several requests and complaint to Travelgenio but till now got ZERO response. So I called the hotline and got noticed that if the ticket is partly used. it can't be rescheduled for return flight because according to Travelgenio General Terms, no modifications are permitted for partially used tickets. I am quite astonished and sad about such situation, since it is against common sense of this Flexible term, and not normal flexible ticket option should be. If not, I have to pay extra 900 EUR for new ticket booking!

Then I go to read through whole Legal Terms and Conditions about Travelgenio Flexible Ticket, on Paragraph 1.Time of Purchasing Additional Services: Any changes to your booking must be made within the office hours of our customer services, and a minimum of 48 hours before the scheduled departure. And on Paragraph 3. Conditions, I am still taking the same flight line Air China CA963, the same supplier Air China and the same passenger Ning Fan. Almost all conditions are fulfilled to Travelgenio Flexible Ticket option. I added this flexible ticket option for this ticket, because I trusted Travelgenio and thought Travelgenio shall offer the return date change option with all same flight info but different date. I would not buy any tickets from Travelgenio without flexible option. I think I was cheated.

some updated at 17:00 on 12/10/2018: I called Air China Germany and find out that the ticket I bought [protected] totally has no chance to modify for return flight because of the Class level. Which means even I submit my change before several day of the 1st flight, this ticket still has no chance to change the date. that is totally unfair and totally disaster for the consumer!

I need an answer from Travelgenio what is going on and what should deal with such situation!

Please help me to align and find a better solution. Otherwise I have to feedback to Consumers Association in Germany that Travelgenio provides fault information for flight booking. I might also consult with lawyer for such issue if there is no solution.

Ning Fan

All we want to do is get home for Christmas. So much so that we booked our flights in January! Regrettably we did so through Travelgenio which was evidently a massive mistake in retrospect. Here follows a warning to avoid using Travelgenio at all costs. It's really not worth it.

_

The journey:

So, we booked flights from Manchester to Cape Town (via Lisbon and Luanda), departing 22 December 2018 and returning from Cape Town on 4 January 2019.

In August we received notification of a schedule change for the airlines from Travelgenio, which resulted in a very short connection time in Lisbon. I contacted Travelgenio to resolve the schedule and was told to contact the airline, which I did. The airline said they weren't able to help as the booking was made by an agent and that Travelgenio would have to modify our flight into Lisbon to an earlier one in the day.

I contacted Travelgenio again to request their assistance in moving us to an earlier flight. Eventually in September Travelgenio emailed to say they couldn't confirm another connection and offered an alternative flight, which we accepted.

Then a few days later they emailed to say that flight was no longer available. They offered another alternative leaving Cape Town a day earlier which we accepted. We didn't hear anything and emailed many times through September and October requesting updates, with no response, other than "We are waiting for the Airline to confirm the flights".

We called the Madrid contact centre a number of times too. Most of the attempts to get through failed, as when waiting on hold the calls were often just cut off, or even when getting through to someone were cut as soon as they put us on hold to "bring up the booking details". At this point we started to get worried.

Finally in early November, following another email from us with an ever-more desperate tone, we heard back from Travelgenio, "We regret to inform you that the Airline could not confirm the flights."

They offered another alternative schedule, and because we were desperate at this stage to get things finalised, we confirmed immediately.

We followed up a number of times of the next few weeks asking for confirmation, until on 3 December Travelgenio emailed saying we could either take a refund or pay a whole bunch of money to change our flight. How has it come to this? We booked and paid for our flights in January!

We've phoned them a number of times, getting cut off numerous times, and even asked a Spanish friend to help us overcome any communication difficulties by explaining everything to them on the phone.in that call the person was extremely patronising and not at all helpful.

We are desperate to find a solution. We even offered to find another way to Lisbon (and pay for it) as long as we could still use our connections to Luanda and Cape Town, but they are not even telling us which flights we actually have confirmed.

I phoned the first connection airline, TAP, who were extremely helpful and understanding, but as much as they wanted to help, because it was booked by Travelgenio on another system there was nothing they could do.

_

We are at a complete loss. Clearly someone at Travelgenio has made a mistake somewhere and now they're not willing to accept any culpability, even when we're offering to work with them to find a solution. It's disgraceful. We are so upset and frustrated. Flights would now cost over £3500 so we literally cannot afford to take the refund and rebook. Travelgenio just seem to be a sea of incompetence and an unwillingness to help.

In conclusion, I would warn anybody considering booking with Travelgenio not to do so.

I hope we can still make it home for Christmas somehow, but I'm losing hope.

Hi
I bought a ticket on your website but untill now i don't receive my e-ticket. When i check my booking number on your website, it shows that my booking status is cancelled.
Can you tell me what happened?
I book successfully or not?
I need a explanation, i just wanna know my booking is successful or not. If no, tell me, i must to book another flight, i need to go homeeeeee, please!
Thanks you!