Travelgenio
reviews and complaints

Graham Rebecca is my name with ticket number [protected]. From india to Ghana my flight was cancelled and so I demand a refund I have placed a complaint for 5 months now since no response... I have been calling too no one answers... I really need my refund please contact me as I have already spoken wid the airline but the refund need to be issued by you. My email [protected]@ymail.com do contact me Asap

Hi,
I booked a ticket trough Travelgenio.in the airport at the check in they said "you are not allowed luggage" you have to pay 60 € each way. I was in a shock. I never got the opputunity to choose if I wanted luggage or not when I booked the ticket. When I called them to complain they said "yes madame, you get the information when you have booked"? Seriously after paying 10 E for using credit card too!
The ticket was booked for a trip 30.09.2017 -06.10.2017 in Europe.
I of course want a refund of my 120 € spend on extra payment for luggage. I do understand there is trips without luggage, but here I never got the choice which is the main issue here.

My name is Tadashi Momma.(Japanese) but Live in Bangkok now
I tried make reservation through Internet around 22:00 PM 12th of Oct 2017 in Bangkok.But, your approve time was so long time for credit card and I did cancel for this reservation.
Following is my record for transaction of reservation.
When I input data for Credit card, I made mistake for the card holder name .I should use my name TADASHI MOMMA but insert traveled name.[YU-CHUAN TSAI] on my credit card. Thus, I tried to change my name in order to get approval from credit card company. But can't change name.
That's why I thought my reservation was not valid and cancelled my reservation.
However, this morning 13th Oct 2017, I found out that my original reservation was approved by your company and VISA card company .

Since last night, it takes a long time to get approval/confirmation for my reservation, YU-CHUAN TSAI made reservation with her own credit card for the same flight [from Bangkok to TOKYO return flight].and she got confirmation immediately.

Now, Please see below confirmation of reservation .

お支払い方法

お支払い方法： カード
クレジットカード名義人名： YU-CHUAN TSAI (CREDIT CARD NAME)
カード： Visa Electron 番号： xxxxxxxx2017 (CARD NUMBER)
有効期限： 10/2018 合計金額： 65681.74 JPY (TOTAL AMOUNT)

予約番号:AJNPLM 日付:2017/10/12 (RESERVATION NUMBER)

Please note that credit card name is wrong in above card information.

お客様のフライトスケジュール：(FLIGHT SCHEDULE)
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出発便：(DEPARTURE)

航空便 JL 718 - Japan Airlines 2017/11/28
出発: バンコク, TH (Suvarnabhumi) 2017/11/28 23:25
到着: 東京, JP (Narita) 2017/11/29 07:15
航空会社コード:JL/WDAPF2
確認済予約, エコノミー 飛行時間: 05:50

手荷物制限: 2 ピース
経由: -
オペレーター： Japan Airlines, JL
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帰着便:(RETURN FLIGHT)

航空便 JL 707 - Japan Airlines 2017/12/11
出発: 東京, JP (Narita) 2017/12/11 18:15
到着: バンコク, TH (Suvarnabhumi) 2017/12/11 23:35
航空会社コード:JL/WDAPF2
確認済予約, エコノミー 飛行時間:07:20

手荷物制限: 2 ピース
経由: -
オペレーター： Japan Airlines, JL

フライトチケット
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TICKET:[protected] - TSAI YU-CHUAN

一般情報
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旅程を確認する: (CONFIRMATION OF TRAVEL) https://www.viewtrip.com/ETR.aspx?CRS=1G&RecLoc=AJNPLM&LName=TSAI&FName=YU-CHUAN&LNN=1&PN=1&ANN=1

http://checkmyflight.travelgenio.com/Home/Index/ja-JP/263/AJNPLM/TSAI

RESOLUTION: Please cancel this reservation and please don't charge to my credit card.

I hope you can understand my point and please accept my apology.
I really hope your company will cancel this reservation.

Best regards

I booked flight ticket from Moscow to delhi, in the next 2 days i receive the email that 'your flight ticket was cancelled by your airlines'. I called them and ask to put ticket in flexible with 1 week, they said that ticket is not available.then I requested them to refund the amount I called them much more time no correct response, nearly 5 months passed i still didn't receive my money.and also they are not responding well.

I purchased an international round trip ticket and a month later I received an email stating that a change had been made and my failing to contact them would mean I was ok with the change. That's when the issue started: can't communicate by email or their portal with Travelgenio (they don't give you that option), and their tel. no's don't work... go figure. Now what? I have my nephew stranded in NY with a flight removed from his trip to my home town in US. Very disappointed and concerned.

El día 18 de mayo de este año compre un pasaje con destino París (Charles de Gaulle) - San Francisco( Estados Unidos).
A lo largo de este tiempo, mi pasaje sufrió distintas variaciones, desde escalas de 25 horas, hasta cambio de día.
El pasaje final que travelgenio había determinado era desde París a Berlín luego Dusseldorf para finalizar en San Francisco y de retorno la misma ruta

El día de hoy (10/5/2017)al ver mi pasaje en la página me entero que mi vuelo se había visto nuevamente modificado con una ruta de París a Berlín y luego Dusseldorf ( osea el destino final que era San Francisco no existía ). NO he recibido ninguna comunicacion por parte de TRAVELGENIO indicando los cambios. Me comuniqué con ustedes vía mail, vía telefónica, me recomendaron enviar mails a airberlin - solucion que es inaceptable al ser Ustedes los compradores de los productos con AirBerlin. Hasta el dia de hoy no hay solucion por parte de ellos ni por parte de ustedes. Su respuesta simplemente fue que debo esperar. Respuesta que es INACEPTABLE. Necsito se de solución inmediata al problema. Lo contratado fue Francia - San Francisco USA- Ida y Regreso. De no ser asi comenzare por medio de American Express Legal el proceso de transacción fraudulenta por el no cumplimiento del contrato.
Espero en un plazo de 48 hrs - PLazo mas que suficiente para tener una solución de mi viaje de Paris a San Francisco.
Esperando una positiva solución para ambas partes sin requerir procedimientos legales . PAOLA OYARZUN MUÑOZ

Hi,

My name is Naomi Balfe and I recently booked a flight home through this travel agency and I had honestly the worst experience I have ever had travelling. I was due to fly home Havana on the 30th of September to Paris. My flight was cancelled I received no email, NOTHING, from this company, NOTHING even about my flight even if it wasn't cancelled. I went into the Cuban airport and they had no idea what I was talking about. I had no flight home, they were telling me I needed to get in touch with ny travel agency but of course how could I when I received no correspondence from you. I have stranded in Cuba for 2 days and I have no idea how I am going to get home. I also missed my connecting flight home becauee of this. You can be sure that this travel agency, if you can even call yourself that, will be paying compensating me for this, they will be paying for my new flights and the accomodation I will of course have to pay for in Paris while I sort getting home from with money I don't have.

Naomi

I had cancelled a Brussels Airlines booking through the booking agent Travelgenio 3 weeks before flight with
PNR- KXSY85
Ticket No.- [protected]
Travelgenio Booking Code- PQWR68
Travelgenio claim that flight is not cancellable since base fare is less than cancellation penalty. On being asked for refund of taxes which are more than 400 euros they claim Brussels airlines claim taxes are also not refundable.
Brussels airlines claim only penalty of 190 euros plus service charge and YR tax would be deducted and balance 320 euros has been refunded to Travelgenio. On being asked for email certificate they sent an email with all details and amount to be refunded.
After forwarding this email not once but twice to Travelgenio still have not received a response or refund or proof saying airline has refused to refund taxes.
On numerous occasion calls were made to customer care. They make you wait 20-30 mins each time (sometimes even cut the calls) and say they will take 3-5 days to contact the airline.
Its been 2 weeks and still no proof of what Travelgenio claims. The airline has repeatedly given email certificates to prove their claim

Hello, our family bought tickets from Travelgenio turn-return from Helsinki, Finland DEC 15th to Lagos, Nigeria and back from Lagos JAN 15th, using Turkish Airlines.

Unfortunately, I have to go to court on 19-20.12 so I have to change date of departure for myself and our daughter (my husband can fly as planned). So I called Travelgenio to please change my ticket. Unfortunately a lady told me that there are no flights left by Turkish airlines and that my only option would be to buy NEW TICKETS BY ANOTHER AIRLINE from Helsinki to Nigeria. So I bought new tickets for myself and my daughter AGAIN THROUGH TRAVELGENIO using SAS this time, departuring from Helsinki on 30.12 as that date was still a bit reasonable price.

Today I called TRAVELGENIO to check everything was in order and to my amazement a lady told me that I can't use the ticket BACK FROM NIGERIA JAN 15th as Turkish Airlines will automatically cancel my ticket back as I am not able to use the ticket from Helsinki on the 15th.

So first I was told to buy NEW TICKETS from another airline when going and now today I am told I can't use the tickets back. We would like to travel back as a family, like we had planned.

Another complaint is that today I talked to three different ppl as phone was cut and one of them still unseated everything is okay and I can use my Turkish Airline tickets with my daughter (then 1 year old when we are flying). So please how is it?

Another major complaint would be that today one of the customer service ppl named George told me that actually there are available Turkish Airline tickets but there is something wrong with the system so he can't change tickets but I can call back in one month (?) to change the ticket.

Now I feel the easiest thing would be that I fly with SAS on the 30.12 with my daughter and that Turkish Airlines is asked to make an exception and NOT CANCEL TICKETS BECAUSE CUSTOMER'S COURT. Anyways I am not even asking for ANY REFUND from either TRAVELGENIO or Turkish Airlines and we have already used much money because of what this. I was only FOLLOWING WHAT I WAS ASKED TO DO and customer service did not give me correct information. Then it should not be clients fault. Thank you. Our booking nr are 6906879 and 475RZA
My lawyer said I would have the legal right to change tickets because of court issue where I am the victim

Mrs Mette Folarin
+[protected]
Finland, Europe

Warning: do not use travelgino
I booked a return trip with them from shannon ireland to denver colorado. On my choices was shown shannon to new york, a 4 hour stop over and then new york to denver. On the way back there was a 2 hour stopover in new york. I knew exactly when I was flying out but wasn’t sure of my return date, I was going for 8 to 10 weeks. When booking I was given the option of paying an extra €90/$99 for a flexi ticket encase I needed to change my dates. I chose to pay this extra so I would be able to change my return date if I needed to.
When I made the booking and paid my money I received an itinerary which showed that on the return journey there was a change of airport in new york, I was landing in jfk airport and flying out from la guardia airport. This gave me only 2 hours to collect my bags in jfk, find my way to la guardia and check in and go through security! Not possible and that’s assuming the flight from denver is not delayed, which was a very strong possibility.
When I discovered this I rang travelgino and asked for this to be changed. I spoke with a very ignorant agent who told me I had booked the trip now and there was nothing she could do about it. I decided to live with it as there was a strong possibility I would be changing my return dates anyway.
As it turned out I did need to change my return date and thought since I had payed the extra €90/$99 it would be straight forward. I rang travelgenio went through all the security questions etc. And was put on hold for 15 minutes after which I was disconnected. I rang back, got a different agent and went through the whole story again and again I was disconnected after a lengthy hold. The next time I rang back I explained to the new agent I was being disconnected by their agent and asked if I was disconnected that he would call me back, he said he would but of course he didn’t. The next day I called again and was promised a call back in 5 minutes, of course no call back. The following day when I spoke with another agent I was told agents cannot call back as they have no outgoing lines available to them. I was then told there would be an extra charge of €540 to change the return date. When I explained I had paid extra for a flexi ticket I was told that it was not valid after I had left ireland. So the flexi ticked turned out not to be flexi.
In this one trip I have 4 issues with travelgino
1. I paid for a trip from shannon to denver and back again, however that is not what I got as I had to pay $60 taxi fare from jfk to la giardia.
2. I was not given enough time to make my connection from one flight to another (Luckily my changed date gave me two and a half hours to get from one flight to another), I got to the gate just as it was closing.
3. I was scammed by false advertising out of €90 for a flexi ticket which turned out not to be flexi.
4. The representatives at travelgino are ignorant and very unhelpful.
My advice is do not use travelgino, they are con artists, scammers and so very unhelpful. Don’t put yourself under severe stress by using them. Avoid at all costs.

I booked a flight from Russia to India with TravelGenio in the beginning of June. My flight was canceled, they could not give me another option to change the flight so they told me that I would be refunded.

Almost 3 months have passed, I sent a couple emails to them they keep telling me "they are working on my refund". But no deadline, no updated status, nothing.

I`m really disappointed with whats happening.

I had issues at the airport and could not board my lufthansa flight headed to Dusseldof. I kept calling travelgenio for assistance and they could do nothing to help. I lost a booking of 818 euro because of the incompetence of this travel agent. I would not advise anyone to use them.

I asked for a refund but i was only advised that I can get 86 euro out of 818 euro.
my booking code is KDRHWE

I made a booking to travel to germany through travelgenio, but the sequence of name is different from the passport, i.e first name is last name and last name is first name. Everything is right including the spelling, except the order. I contacted the airline and they asked me to contact the agent and ask them to drop an email to the airline. I have tried to contact customer service but i was not able to reach them, get in touch with on giri.[protected]@gmail.com.

On the 12th August morning 2017, a passenger with booking code: LS3PE4 missed his flight from Dar es Salaam, over Nairobi and Amsterdam to Austria- due to an accident on his way to the airport.
His flight was being suspended.

Try 1:
two different ladys answered my first calls, whereby one sayd that the airline does not allow changes of the dismissed flight, another was ready to change it. The connection broke.
It took me about 10 tries to finally reach somebody in the call center who was verbally assuring me, that the flight can still be changed and the passenger can leave the following morning at the exact time. I was promised to get the ticket after one hour. I informed the passenger about the change and he stayed at the airport. After almost 2 hours I got this answer by the person who promised me different: -- Dear Ms Schleichir,

We regret to inform you that Kenya Airways has refused to accept the
reschedule.

In a first contact with Kenya Airways we were informed that the ticket allowed
changes even in the event of a no show.

Unfortunately, when we tried to confirm the change with them, the system didn't
allow the change. We contacted them several times just to be informed that the
fare doesn't allow changes.

We have given the order to refund you the 585EUR paid for trying to make the
change. You should receive your money back on the same card used for the
payment on Monday morning.

We are truly sorry about this situation and apologize for any inconvinience
caused.

Kind regards,

Me again: here you see that different people in the service saw different in formation in the system within one hour. How is that possible? One believes he can help me, the others can not?

Try 2:
On monday the 14th it was proven by police report, that the passenger really had an accident. On Tuesday 15th finally the KQ changed the status of the flight to open and after calling about 3 times and being told off two times, one person again saw the open status which the others saw not-and she started to change my flight, again with the words "you flight has been changed and is being processed now, you will get the ticket today"- the email i got the same day was following:

Dear Ms Tuyangine,

In response to your request we have indicated that the course of today, you
will have your plane ticket:

KQ 489 18AUG DARNBO 0345 0505 KQ 116 18AUG NBOAMS 0755 1540 KQ1847 18AUG AMSVIE
1715 1905 KQ1838 09NOV VIEAMS 0655 0900 KQ1571 09NOV AMSDAR 1015 2245

Regards

Daniela
Customer Service Representative
Travelgenio.com & Travel2be.com

me again: What she sent me here is not a ticket and not anything what I could understand. When I asked for explanation I got no answer. i was not sent any payment confirmation eighter. Today, the 16th I called again, being hold for over 20 minutes in the line after every question. I was told that finally the KQ did not agree and the flight is dismissed.
I DID NOT GET ANY "CHANGE NOT AUTHORIZED" MAIL, nothing! Also no promise for the paid amount to be refunded. I HAD TO FIND OUT MYSELF.

Try 3:
Clarification: As I asked the lady for clarification and to talk to her supervisor, I was told "Yes" and kicked out of the line- not surprising after all...

Until now i dont know what happend to the money i transferred last for the second change, i spent a lot of money hanging in lines of the call-service, every question needed 10 minutes listening to waiting-music, to be answered and every person answered differently-also contradictionary!

I was never treated like this before at any flight and i am flying since 20 years- I also never wrote an complaint before.

How can a customer-oriented company work like this? It is inhumane and absolutely disrespectful.

Overall-summery:
- I was kept waiting for hours all together for simpel questions like looking at the booking code
- I was told contradictionary information
- I was kicked out of the line several times
- i was promised information which was 100% wrong
- i was not sent the information about the second refusal of changing the flight
- I was not refunded my money for changing the flight which was not authorized after all
- I was not answered high priority emails to this matter

I would not recommend this travel agency to anyone and will continuously warn people about it!

if you care at all about your customers, I request a fair answer!

Hi there,
My name is ali aldaffaie passport no: pa4510369. I have booked my return ticket on the 27th of july and my booking code is (M8su6m) dubai-paris-bermingham my full name in the passport is ali al-daffaie
My ticket shows my name as follow
Ali aldaffaie without the underscore (-) between al and daffaie in my last name.
Kindly your advice if that can be an issue at the airport prior to my flight. If yes you are kindly requested to fix it and add the (-) and male it as
Al-daffaie if unnecessary just leave it as its.
Please keep me posted weather it need to be changed or not.

Email: [protected]@hotmail.com

Your assistance in this matter are highly appreciated,

Regards,

Ali aldaffaie

To whom it may concern.

My name is Keren Leiman and I am writing this complaint concerning a booking that I made on July 23rd. The booking was for the following flights-
Madrid - Düsseldorf, July 29 15.55, Air Berlin 5333
Düsseldorf - Berlin, July 29 19.30, Air Berlin 6452
I bought the ticket through sky-scanner and it went through without a problem, or so I thought. I received my booking codes (SIDWCV - 8151147) the same as any other flight I had ever booked. When I tried to check in online it did not work but I was informed that there was a problem with the airlines website and that I would have to check in at the airport.
Upon arrival in the airport the stewardess informed me that my ticket had in fact been cancelled and that I was unable to board the flight home. When I called travel genio they had no answers for me. They could not tell me why the ticket was cancelled and suggested it was a problem with my credit card. I later checked the credit card that I had used to buy the flight and it proved to work fine. So if there was no problem with my credit card I cannot understand why you would cancel my flight. I find this unacceptable. This left me stranded in Madrid without any means to get home. The lady at the ticket desk offered that I buy another ticket to Berlin the same evening but that ticket was 4 times the amount of the original ticket and therefore completely out of my price range! In order to get home i had to borrow money from family members and it in the end it cost me 3 times the amount than it would have, had my ticket not been cancelled. In addition, two extra days plus the accommodation I had booked in Berlin were lost. I have received no compensation for
this mess up and am deeply disappointed in travelgenio. I don't believe I will ever book through this company again and will recommend to everyone I know to follow my example.

Regards
Keren leiman.

2 days ago i booked a Ticket from Tokyo to Bangkok via your websites and I have accidentally keyed my first name under the last name column.

Yesterday I called to your customer service and they said that they will send an e-mail to update the situation within 24 hours BUT finally they did not send anything to me at all.

Would you please answer my e-mail.

As a company like this can continue working?! It's a fraud, I bought a ticket for my dad back on his first trip out of the country, from Moscow to Havana, He was alone at the airport coming back and when he comes to check he is told he has no ticket, and I was charged the card, And they sent me confirmation and everything, as it is possible that later He had no ticket. How can you do things like this to people?! I hope to have my money back, and I will have it. But the bad time that make one happen and this fraud is inhuman. Do not make reservations with this company, hopefully do not go true all this like me and my family. They should close this company. Is the worst.

DO NOT USE!
Absolutely no help. We booked tickets 2 months ago and there was a mistake in one of the first name and we called 15 mins after booking to have this changed but it is still not changed!
The flight companies have agreed that the change can be made but that Travelgenio needs to call them directly which they don't do.
My flight is tomorrow morning and nothing has been done yet. I might miss my flight because of them!