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4.0 1315 Reviews

Travelgenio Complaints Summary

967 Resolved
338 Unresolved
Our verdict: You can expect a very good level of service from Travelgenio. To navigate their system effectively, thoroughly understand their service scope. Check online forums and review sites for others' experiences. When contacting customer service, clear and concise communication can help resolve your issues faster.
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10:58 pm EST

Travelgenio flight booking reference number lbv980

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

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1:42 am EST
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Travelgenio customer service

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?

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Nemaric
, AU
Jan 14, 2019 12:16 am EST
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Same for myself. Terrible customer service.
I wonder if this company is a scam

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11:12 pm EST
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Travelgenio flight tickets

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)

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11:32 pm EST
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Travelgenio middle names

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]!

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3:04 pm EST
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Travelgenio change of flight and downgraded class without any information

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.

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10:08 am EST
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Travelgenio service

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.

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9:34 am EST
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Travelgenio refund related

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].

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3:51 am EST

Travelgenio date of return flight can not be changed

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

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8:31 am EST
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Travelgenio incompetence on an incredible scale and a warning never to use them

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.

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4:38 pm EST

Travelgenio [ don't receive e-ticket ]

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!

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4:07 am EST
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Travelgenio flight ticket booking service

I have made a ticket booking for the flight from delhi to singapore in the name of ramesh babu settypalli... The payment has been successfully processed but I haven't got my tickets confirmed... Booking code is xjmzds... So I request u to check this issue and resolve it as early as possible... Or atleast send me the mail regarding the problem in booking the tickets.

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Update by vamsi krishna09
Dec 04, 2018 4:02 am EST

I have booked a flight ticket from delhi to singapore... The booking code is xjmzds... The payment for this ticket was successful but when I check the status on internet it shows cancelled... I haven't got any refund... I need this problem to be resolved nowwwwwww...the payment was successfully processed... Plz resolve this problem...

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11:48 am EST
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Travelgenio found out my payment was canceled 1 day before the flight

I made a reservation in the 14 of november, from Amsterdam to Prague, and typed in all my bank card information. I received immediately the confirmation of my reservation. And 2 hours later, an e-email, that i ignored, which subject was Reservation Payment. I ignored it because I thought it was just a confirmation of the payment. At first glanced, the e-mail does't explain that i have to do the payment again, it has a huge introduction, and in the bottom states "For a save payment click here".
I noticed that my payment was cancelled, when I wasn't able to do my check-in with the company i was flying with. Then, I went back to my travelgenio account, and found it out.
I am hugely disappointed, as i wished the second email would have a subject that stated the problem, or at least i would had received another reminding of the occurrence.
I today I had to buy another ticket, since i had already arranged everything for my travel, overpaying more 100 €, which i would like to be refunded.

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11:34 am EST
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Travelgenio not be able to change my flight

I booked a return flight from Zurich to Guangzhou and back, and now I want to change the itinerary because of some changes in my work. I called the phone service and a lady helped me solved it, and charged me 350 euros. But in that evening I got a call again from that lady and she told me the change failed and she would give me the money back. But I don't want the money! I just want to change the flight! The lady told it's not possible...
Probably this is how this company survives.

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9:43 pm EST
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Travelgenio overcharged

It is terrible for my purchasing experience with travelgenio.

I was shocked to receive notice that your website had deducted s$657.65 from my credit card account. I had made no purchases with the amount of s$657.65. Instead, I made a booking for two airtickets scheduled on 12/1/2019 on 18th november 2018 but the amount chargeable was s$596.07 (I can produce the payment method page displaying the actual amount payable was s$596.07). A special discount was shown available on the payment method page, which reduces the actual amount payable to s$597.07.

After contacting with travelgenio, they told me that the special discount is only applyed to maestro spain card.

I produce to you the following evidence to show, unequivocally, that I was not shown the s$657 you claimed I was shown and consented to before payment. I did not see any disclaimer stating that the discount would only apply to maestro spanish. Though, I believe at this stage the burden of proof would have shifted to your side and it is your responsibility to show, with evidence instead of baseless claims, that I have been shown and consented to such onerous and uncommon condition.

[travelgenio sl #2097393] overcharged

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Update by LucyXu
Nov 19, 2018 9:12 pm EST

Travelgenio是一家骗子中介。我在Tripadvisor网站上通过Travelgenio订了两张东航的机票,[protected]从新加坡飞往上海,选用信用卡付款。付款页上显示原价S$657.65,折扣S$61.58 实付S$596.07。我确定的成交价是S$596.07。为防纠纷,我还把付款页面截屏。谁知按下《付款》键后,Travelgenio从我信用卡上扣除的却是S$657.65。
我连发几个Email,根本没人理我。后来我在Live Chat找到他们,并显示付款截屏,他们硬是不认账,硬说我同意了原价。后几经交涉,又胡说折扣是给西班牙什么卡用的,见鬼啊,之前从未显示折扣适用条款,最重要的是信用卡付款检验后都显示最终成交价是S$596.07
无语,流氓销售!
[Travelgenio SL #2097393]

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5:10 pm EST
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Travelgenio won't send me an invoice

I booked my flight ticket using travelgenio newzealand website. The travel was from welling to sydney and vice versa. I have paid 800$ for the tickets. I booked on 16th of november 2018. And today is 20th of november and they cannot send me an invoice till date.
On call customer support says they dont know jow many days it takes.
I have to claim this money with my company and without the invoice i cannot. So i want to complain this please send me the invoice as early as possible.

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Joe jaba
, US
Oct 27, 2022 5:23 am EDT

I have problem getting my invoice. I have sent many emails to customer service and they don’t respond. This is terrible

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MCExpress
Port Elizabeth, ZA
Oct 05, 2022 5:16 am EDT

Good day

I booked a ticket with Travelginio last week for a trip from P.E. to JHB, i have no place to request the invoice as it is needed for month end. Can someone please help me get this invoice as the airline can only give me the amount i have paid for the ticket but i need the full amount.

Please help as soon as possible

Kind regards

Cindy

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Hemantmahajan
, US
Sep 05, 2022 1:48 pm EDT

They haven't sent an invoice for days, following them everyday, sending emails and waiting on calls for 40 min everyday. Worst service ever!

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7:47 pm EST
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Travelgenio flight refund

Travelgenio booking Code: IKQNIU; Flight DI7016; Date:30/8/18; Departure from New York to London. Airline Code:DI/KKZH9A. This was a business class flight which airline Norwegian Air have stated is eligible for refund but needs to be done through our booking agent (Travelgenio). Travelgenio states that they need to be informed by airline (Norwegian Air) before refund can be done. Norwegian Air emailed giving instructions to Travelgenio on how do this in the system, we forwarded this to travelgenio. We constantly contact travegenio with no response.

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lyan105
, AU
Nov 21, 2018 8:32 pm EST

This agency is the worst ever! They try to profit from their scam!

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9:45 am EST
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Travelgenio lack of help to change flight

Booking Ref. J6XJ6Z. I booked flights to Sydney from Dublin on 28th Dec . BA Changed the 1st flight time leaving us only an hour from when 1st plane should set down in Heathrow till next plane leaves. We are both pensioners and know this time is too short for us to make the connection.
BA have confirmed, often, that we are entitled to change the flight from Dublin free of charge, though Travelgenio have to request it. I have phoned Travelgenio many, many times and am told it would cost over 200euros each to change. The last email from them said BA would not change free. However BA have repeatedly confirmed that we are entitled to the change free of charge.
I am making this formal complaint because I have been so stressed by trying to get Travelgenio to make this easy change, free as the airline has stated.

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Travelgenio failure to take responsibility as the agent

travelgenio failed to take responsibility for an administrative error between them and the airline (South African Airways) unfortunately as the client I have paid the price as they have failed to acknowledge that they have a responsibility. They make it impossible to get answers through their customer service line then continually state they are processing the claim when in fact they are doing nothing. Travelgenio are a disgraceful organization that show no regard for customers. do not use this company.

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Update by klynm
Nov 07, 2018 10:35 pm EST

Pls be aware not to use Travelgenio under any circumstances, they will find any way possible to rip you off, they are a farce set up to take money from unsuspecting travelers. I have never come across some corrupt practices

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Travelgenio unable to contact customer service

I booked a return flight from Doha to Mumbai from Nov 4-14th but could not take it because of a death in the family and could not take the flight. I have been trying to call customer service from the UK-I get made to stay on the call for 20mins each time and then it gets cut, I never get to speak to a representative.
I urgently need advice from someone if I can get a refund from my ticket and can show a death certificate if required. My booking code is TUIGKZ

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Travelgenio never inform about reschedule of flight

Hi
Murali here, I have booked flight from Singapore to Chennai through your agency online, I suppose to travel morning 9 am from changi airport by air India flight to Chennai but when I have reached airport came to know that flight time has been rescheduled and that information I haven't receive through message or any email and I approach airport information service counter( air India ), they clearly explained that it's not the fault from air India because the ticket has been bought through travelgenio and contact information was them including contact number, so agency responsibility to inform me ...
Because of this issue today all my work schedule in home town collapsed, I am in complete stress and also I have wasted time and money for taxi too ..
please let me know what's the issue..
Thanks
Murali

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Travelgenio Customer Reviews Overview

Travelgenio is a popular online travel agency that offers a wide range of travel services to customers around the world. The company has received a lot of positive reviews from customers who have used their services, with many praising their competitive prices, user-friendly website, and excellent customer service.

One of the main advantages of using Travelgenio is their ability to offer affordable travel options to customers. Many reviewers have noted that the company's prices are often lower than those of their competitors, making it a great choice for budget-conscious travelers.

In addition to their competitive prices, Travelgenio has also received praise for their user-friendly website. Customers have noted that the site is easy to navigate and provides a wealth of information about travel options, including flights, hotels, and car rentals.

Finally, Travelgenio has also been commended for their excellent customer service. Many reviewers have noted that the company's representatives are knowledgeable, helpful, and responsive, making it easy to resolve any issues that may arise during the booking process.

Overall, Travelgenio is a highly recommended travel agency that offers affordable prices, a user-friendly website, and excellent customer service. Whether you're planning a business trip or a family vacation, Travelgenio is a great choice for all your travel needs.

Travelgenio In-depth Review

Website Design and User Experience: The website design of Travelgenio is clean and user-friendly, making it easy to navigate and find the necessary information. The layout is intuitive, with clear menus and search options, ensuring a smooth user experience.

Booking Process and Ease of Use: The booking process on Travelgenio is straightforward and hassle-free. The website provides step-by-step instructions, allowing users to easily select their travel dates, destinations, and preferences. The overall booking experience is efficient and user-friendly.

Range of Travel Services Offered: Travelgenio offers a wide range of travel services, including flights, hotels, car rentals, and vacation packages. Whether you're planning a business trip or a family vacation, the website provides various options to cater to different travel needs.

Pricing and Competitive Advantage: Travelgenio offers competitive prices for flights and other travel services. The website compares prices from different airlines and providers, ensuring that users can find the best deals available. The pricing is transparent, allowing users to make informed decisions.

Customer Support and Communication: Travelgenio provides excellent customer support and communication. The website offers multiple contact options, including phone, email, and live chat. The customer support team is responsive and helpful, addressing any queries or concerns promptly.

Booking Flexibility and Options: Travelgenio offers flexible booking options, allowing users to customize their travel plans. The website provides options to choose different flight classes, add extra services, and select preferred airlines. This flexibility ensures that users can tailor their travel experience to their specific needs.

Transparency and Hidden Fees: Travelgenio maintains transparency in its pricing and fees. The website clearly displays any additional charges or fees during the booking process, ensuring that users are aware of the total cost upfront. There are no hidden fees, providing users with peace of mind.

Travel Insurance Options: Travelgenio offers travel insurance options to protect users' trips. The website provides information about different insurance plans, allowing users to choose the coverage that suits their needs. Having travel insurance provides added security and peace of mind.

Loyalty Programs and Rewards: Travelgenio offers loyalty programs and rewards for frequent travelers. Users can earn points or discounts on future bookings, enhancing their travel experience and providing additional value for their loyalty to the website.

Trustworthiness and Security Measures: Travelgenio is a trustworthy website that prioritizes user security. The website implements robust security measures to protect users' personal and payment information. Users can trust that their data is handled securely during the booking process.

Mobile App Functionality: Travelgenio's mobile app offers convenient functionality for users on the go. The app allows users to search and book flights, hotels, and other travel services easily. It provides a seamless mobile experience, ensuring that users can access their travel plans anytime, anywhere.

Overall Customer Satisfaction and Reviews: Travelgenio has received positive reviews from customers, indicating high levels of satisfaction. Users appreciate the website's user-friendly interface, competitive pricing, and excellent customer support. The overall customer satisfaction reflects the website's commitment to providing a reliable and enjoyable travel booking experience.

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Contact Travelgenio customer service

Phone numbers

+34 911 160 765 +1 (646) 568-7507 More phone numbers

Website

www.travelgenio.com

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