Opodo
reviews and complaints

I bought a ticket for a flight from Lima-Cancun through the website Opodo on 26 November 2021. The price quoted was £249.43. When I clicked authorise I received an email from Opodo saying "The total cost of your reservation is: £490.33" -almost DOUBLE the price they were meant to charge me.
Naturally I am not at all happy about this.
There is no mention in Opodo's Terms and Conditions stating that the price may suddenly increase without warning during the booking process and I was not given the chance to cancel the booking once I saw I had been overcharged.

Opodo have a "best price guarantee" advertised on their website which states "If you find a cheaper price within 24 hours after booking your flight with Opodo, we'll refund you the difference." This has not been honoured.
The cheaper price was still advertised after my booking had completed and there is no clear reason as to why I was overcharged in the first place.

I spoke to a customer representative the same day named Tushar to complain, he told me to fill in a form on the website Odigeo.freshdesk and said I would receive a reply within a few days. This was 10 days ago. 
I sent the form and provided screenshots proving the price discrepancy.
I have not received a reply from them or a refund of the difference, which is £240.90. I received an acknowledgment giving me a case number which is 2522439.
I sent another complaint through Opodo's website on 2 December and have not received a response to either this or the previous webform complaint, although I received another case number which is 2529235.
This is quite simply appalling customer service. I demand a proper investigation and refund of the money that was taken out of my bank account without my consent.
Regards
William Softmore

Dear opodo team,
I have tried to call your service team and to reach out via the app and chat to change my booking, as I cannot change it online, however for three days all I hear is that there is a technical issue and I should call back/ write again in 5 to 6 hours. Nothing has changed the last three times I was asked to wait for 5 to 6 hours and my flight is next week. I need to be able to change my booking or reach someone who actually talks to me and does not only repeat: "We are currently experiencing a technical issue, please reach out to us in 5 to 6 hours, and we will be happy to assist!"
This is getting really frustrating.

I booked with Opodo and 10 days before the actual trip, I raised the request for postponing the travel. I filled the request online and was given a price. I was tracking the status of it online and it was saying 'Agreed/Approved with airline'. 2 Days after that I received a call from Opodo that they were able to find the prices but now because of some technical issues they can't find it, so asked me to wait for 72 hrs. When I asked why 72 hrs as that would be too close to the actual date of original travel, I was told that 72hrs is max time usually it gets resolved in 4hrs. I even asked for the option of how much I would get back if I go with cancellation. I was told that they will send the details in email. Didn't got any email after that. Tried contacting them through chatbot and phone. On Chat bot got connected to one agent and he simply said our systems are down contacts us after 2-3 hours. Tried contacting again next day, but can't connect to any agent. On phone they ask you for your booking reference and after that it goes nowhere, just kept waiting.

Either Opodo is waiting for the last day when they can quote me higher prices or expecting me to myself say that I don't want to postpone.

Worst service I ever had for any agent.

Hello,
I have asked for an invoice for my flights for me and my partner two months ago, but opodo won't send any invoice. I've asked repeatedly for the last two months and they also answer that they will send it by e-mail, but they never send it. We really need an invoice in order to get a refund from our company. Please help us, thank you.
I will give you all the flight details when you contact me.

I was charged twice for the same booking. The trick they used is that they showed my credit card as declined the first time and asked me to retry it and when I re-tried my card to make the booking, again the second time as-well the card got declined. The reality is that, after few mins, I got charged twice for the same reservations under two (2) different booking numbers. Now the issue is, since I was charged twice, I've been asking for refunding my duplicate payment and that is leading nowhere.

This happened approximately a month ago and after repeated chats and multiple calls with customer service reps who apparently are somewhere in India ( Mandeep and few other reps) all I got was fake promises saying that the extra charge was a glitch and it will be refunded in 48 hrs or we've put high priority on you case you'll receive in 24 hrs. The extra charge is roughy $1, 500 and I don't see light at the end of the tunnel.

I'm raising this complaint so that I can get my refund back and also most importantly to warn others from using this website as they are bunch of crooks as try to extort money anyway possible. PLEASE DO NOT USE THIS WEBSITE. I've learned my lesson that, albeit going directly through airline website maybe be slightly expensive, but at least I don't have to go through the hassle that I'm going through right now.

Hi team, after numerous attempts to seek a refund from this company, the below letter was sent to Opodo head office UK address along with evidence as a last resort, however the letter was returned as their premises don't even exist! Below letter provides you with all the details;

Attn: Opodo Complaints / Refund Department
Booking Ref: [protected]
2020 Flight Refs:
Cancelled Outbound Flight Ref: W94552 LTN-BOJ / PNR 5THKX6 - 24/08/2020 (BH Air via Opodo)
Cancelled Inbound Flight Ref: W94551 BOJ-LTN / PNR QCNMVM - 04/09/2020 (Wizz Air via Opodo)
2021 Flight Refs:
Outbound Flight Ref: W94552 LTN-BOJ / PNR HI1EHX - 16/08/2021 (Wizz Air direct booking)
Transferred Inbound Flight Ref: W94551 BOJ-LTN / PNR QCNMVM - 27/08/2021(Wizz Air via Opodo)
I am writing to make a formal complaint in relation to flights booked through Opodo travelling with Wizz
Airline and an outstanding refund that your company has failed to process despite numerous attempts
to contact you and the airline directly.
In August 2020 my original flights (referenced above) booked with Opodo were cancelled due to the
Coronavirus pandemic; your company failed to advise me that the outbound flight on Aug 24th 2020 was
cancelled, consequently I travelled from Bournemouth to London Luton airport on the day, only to be
advised that the flight "didn't exist" (Booking Ref: 5THKX6 / Flight Ref: W94552 LTN-BOJ). After various
back and forth correspondence with your company, you eventually accepted liability I had not been duly
informed of the cancellation and so refunded my outbound flight + expenses incurred + transfer fee of my
inbound flight and any difference in ticket cost (a total of £208.83).
I subsequently re-booked my outbound flight directly with Wizz Air (not through Opodo) for the following
year August 2021 (referenced above) and Opodo transferred my inbound flight to 27/08/2021
(referenced above).
Around July 2021 the country I was travelling to (Bulgaria) was ‘red' listed and therefore not accepting
UK entrants - despite this, Wizz Air continued to operate their flights and encouraged me to continue
travelling despite being at the height of the pandemic. I was advised any flights cancelled by myself would
incur a charge - this was heavily disputed at the time, but similar to the appalling customer service
experienced with both your companies, I cut my losses and did what any conscientious citizen would do
given the situation to prevent putting myself and others at risk and cancelled my flights, incurring charges.
Wizz Air refunded my outbound flight W94552 LTN-BOJ 16/08/2021 - Ticket Price 100.49+
Administration fee 8.00 + Wizz Bundle 66.00 minus cancellation fee EUR/53.00 = 120.99 I was eventually
refunded.
However - Wizz Air advised via phone that my inbound (return) flight W94551 BOJ-LTN 27/08/2021 had
also be refunded BUT back to OPODO (on or around 27/07/2021) as this flight was transferred andbooked through your company (Ticket Price 211.46 + Administration fee 8.00 minus cancellation fee
EUR/60.00 = 159.46). But guess what - I have still not been refunded by Opodo.
Your company seems incapable of reviewing my case end to end, and continues to focus on the refund I
received in 2020 which was as a result of your own negligence, and NOT the refund I AM STLL YET TO
RECEIVE in respect of the cancelled transferred flight.
In one of the many conversations I had with your company, I actually managed to reach an operator who
took the time to review the history of my case (kudos to Sagar wherever he may be), and instead of being
shouted at (and I quote one of your representatives: "What more do you want from us" followed by being
hung up on), he actually confirmed that Opodo had indeed received a refund from Wizz Air for my
cancelled return flight of THIS YEAR but there was now a new problem - Opodo required my SWIFT and
IBAN in order for your company to refund me, which was provided, but just to be sure let me provide you
with it again.
Despite contacting both your companies numerous times - which by the way is more difficult than trying to
reach Houdini himself - via the only methods you allow: non-reply emails or extortionate call centers,
‘online' case/complaints portals which are constantly rejected because your mailbox is either full or no
longer active, I have now reached an impasse and have had to resort to writing this formal letter to your
UK head office!
The communication / customer service received by both your companies is abhorrent. Never in my life
have I experienced such deplorable behavior. Your delay tactics, false promises and elusive attitude are
shameful. No Customer should need to be the go-between for two companies who supposedly operate in
conjunction with one another. You are offering a travel service, it is your job and you should be contacting
Wizz air on my behalf if you need any clarifications.
Your company has caused me endless sleepless nights, anxiety and been extremely detrimental to my
mental health. Whilst the refund amount may seem insignificant to you, I had saved for years to afford the
holiday and flights I paid for, and I have already lost a significant amount to charges. I have referred my
case to the relevant governing bodies, as this type of behavior cannot continue and should be addressed
accordingly.
I request once again - PLEASE REFUND MY ACCOUNT FOR THE AMOUNT OWED - 159.46.
I have attached the correspondence received from both Opodo and Wizz Air (what little I did receive) as
evidence - good luck figuring it out.
Sincerely, a very frustrated, tired and penniless customer…

I followed all the procedure that you clearly stated on your website, app etc. I cancelled within a hour of booking because Opodo was experiencing technical issues - I tried to call Opodo customer service before and after cancellation and they could not help me. I was told to wait 48 hours and someone will be intouch. I waited and contacted Opodo again and told that i will need to cancel the booking. I explained that I did within an hour of booking - I told that i couldnt get through because Opodo automated system told me it was cancelled but then they told me to wait 72 hours and someone will be intouch - I told them that i was alread told to wait 48 hours and they responded that i needed to be patient. A week's gone by and ive been told to cancel the booking and i will get a third back and again - as above.

Request for refund due to flight covid cancellation :

In February 2020 we booked three return tickets on TAP for August 2020 from Paris to Sao Paulo through OPODO. Due to COVID TAP cancelled the flightin August 2020.
Opodo asked for refund in November 2020 and was refunded by TAP end of August 2021.
Despiste many calls to Opodo, at least every two weeks, i have not been reimbursed yet. Opodo acknowledged being reimbursed by TAP, saying they will reimburse soon but never make it since september 2021. I even asked to be called by a manager and they also have given me a meeting appointment but they never call me. On top of that their promise voiced through their official server is to reimburse customers between 3 to 7 days.

Tickets number are
OPODO [protected] et
Auriane TAP [protected]
Jean Claude TAP [protected]
Catherine TAP [protected]

Good evening, I had a cancellation of my flight on 27 of July 2021 with Wizz air booked through Opodo .booking id [protected].i ve spoke with Wizzair about refund of it and they told me they sent money to Opodo on 30 of july 2021.After 3 months i ve contacted opodo to ask what happening with this matter but they told me they are waiting for money from Wizz air. When i ve told them i have an e mail from wizzair confirmed they paid on 30 of July Opodo told me to be patient to wait few more days.This was on 1 of Nov .I am now frustrated and if this matter is not solving I am going to take it further .
Best regards, Cristina Bindar

I have now been attempting to complete a file for claiming my money back for a flight and car hire to austria on dec 26th. Everytime I get to the end of the form it says that there is an error, despite me checking the information with the opodo online team. Really not impressed. I would appreciate some assistance with this please
My familys holiday has been cancelled due to austria announcing a lock down and children requiring both vaccinations. This is no fault of mine and I would like to sort asap to enable me to book something else

I bought the Flexible Travel Dates insurance and paid over 20 GBP. When I called to change my flight to a later time. They said the flight is not changeable. And they said it's not their business even though I paid Opodo directly for the insurance. They are rude and told me to call the insurance company directly.

I booked a flight to South Africa using Opodo. Due to Covid the flight was cancelled. I have been waiting 19months for a refund and each time I call I am told that the matter has been escalated and that they are still waiting for the money from the airline.
Booking reference number [protected]

I would like a full refund and then 10% of this amount added to the total for each month I've had to wait for the refund to happen. I feel this is a reasonable request as a full refund plus compensation for the poor service and inconvenience

In August 23rd I bought a return flight to Poland for which I paid £103.36. The returned flight to London was on 21st September.
On my October bank statement I found that on 23rd September I had been charged £59.99 by Opodo Prime Barcelona ES. This is incorrect as I did not purchase another ticket through Opodo and have never authorised such a transaction.
Please resolve the issue as soon as possible.
Your sincerely,
Ewa Turner

Dear Sir / Madam,

I am writing to you to raise an issue about: Travel Agents

The issue that I have experienced was: I had been trying to book my return ticket for a while. When the travel restrictions were lifted I decided to book my return ticket. When I called opodo I was told they needed an authorisation from turkish airlines to rebook the ticket. I accepted their request and never got a call back from them. I called the next day only to be told the same. I was then promised a call back which never happened again.
I called the following day and the agent advised me there was availability for the 29th october 2021 but still they required an authorisation. The agent advised me he would hold on to the seat while we waited for authorisation. Taking the information in to account, I paid another travel agent £2500.00 for my up coming holiday to turkey on the 1st of November 2021.
Today being the 20th October I called opodo to find out if they had any update for me as they still never called me back.
When I got connected to the agent, he tells me authorisation is available but seats are not available for the 29th october!
Only availability is after the 5th November.
I advised the man that his colleague provided me with confirmation on availability on the 29th that led me to pay for my holiday to turkey scheduled for the 1st November. I paid £2500 for a full package. He says he could not assist me further but I had to fill in some sort of complaints form even though it was their error.
I have been on the phone to opodo for more than 1 hour 30 minutes and they still cannot get a resolution for me. The so called supervisor then cut the phone as he was not able to resolve the matter for me.
I have called them again and I am online waiting again for someone to assist me for 18 minutes more!
This has left me immensely stressed mentally, physically and financially as I fear I may miss out on my holiday trip and loose my money.
I would never make a fuss if the correct information was provided, but because of their incompetent advisors I am left in this mess.
Please if someone can help me on this.

It occurred on: 2021-10-20

This meant that Financially mentally I am so so upset!
Is this how one is treated?
Shame on opodo, turkish airlines

Get me a booking for the 29 october 2021 or refund my money or pay for the damages and losses that have occurred!

I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply to this email address.

Yours faithfully,

Aqsa mandvia

Booking Reference [protected]

19 Edgefield Close,
Hamilton Leicester
Le51ud

Hi there,
I had two flights cancelled due to the pandemic at the end of March last year. They were from Sri Lanka to Dubai and Dubai to Uganda. and
In August last year I finally spoke to someone who confirmed my refund had been approved but it may take 3-6 months to receive the refund as they had to wait for the airline FlyDubai to pay them. I accepted this but now it is Oct 2021 and when I last spoke with someone there a couple of months ago they promised I was still getting the refund 'soon' but still nothing.
My two booking references are [protected] and [protected]. I have attached some screen shots from the two separate times I have been able to get through to someone. I have had no updates or contact from Opodo so I thought I would try a different approach.
Can you help please?
Kind regards
Paul

I had booked flights with Opodo for outward London Luton - NICE France with EasyJet (no problem) then return flight was booked from NICE with Blue Air (OB 4131) to London LHR at 14:15 on 7 October 2021. Blue Air flight was not listed and I was told by BA check-in that no Blue Air flights were scheduled that day. I tried contacting Opodo and Blue Air customer help numbers but nobody answers. There was no help at airport and no ticket sales so I had to buy online ticket to London LHR with BA at considerable extra cost to get me home. Opodo is not reliable and does not give support to its customers.

Hello

Regarding our flight from Nis to Malta:
FR5582
Date of flight: Monday, 13th of September 2021
Airport: Constantine the Great Niš

We checked-in online as usual one day in advance of the flight. We entered all necessary data.

We received the email with one boarding pass on 12.9. at 12:43. The email stated that "we have successfully checked you in for one or more of the following flights. Please find your boarding pass (es) attached."
Nonetheless, in that email there was only one boarding pass attached (my husband's). My boarding pass was missing.

Next to my name, there was a line "Check-in with airline".

First, there was no reason not to attach my boarding pass after I properly checked-in. If there was any, Opodo did not offer any explanation or reason for not generating my boarding pass.

Second, the only direction as to how to proceed was "check-in with airline". Therefore, at the airport we proceeded to Ryanair counter. There, to our shock, they charged us 20 euros "for printing the boarding pass".

Since:
1) Opodo as an intermediary did not fulfill its main purpose - sending boarding pass
and
2) we followed the exact direction stated in the email, checked in with airline, and had to pay extra 20 euros

let me know please when the extra charge 20 euros will be refunded to my account.
Let me know what the exact procedure for the refund is and I will provide the receipt as well.

Date of incident: Monday 4, October 2021.

Client no: Booking ID: [protected]

Full Description of Incident:

I, my son and his girlfriend booked a flight to travel to Lagos, Nigeria, from the UK by connecting a Lufthansa flight from Frankfurt on 09/10/2021. Our booking and tickets were confirmed until a few days ago (literally 5 days until we are due to travel) I received a text via the Opodo App informing me our flight from Frankfurt is cancelled by the Airline. Opdod did not provide any further explanation why it was cancelled or offer me any assistance. I was simply left in LIMBO.

The worst part about the experience is, I tried every means to contact Opodo e.g. via Customer Service Email and the phone number I found on the internet. I had no success. Today is Wednesday 06/10/2021, still no word from Opodo with an explanation why the flight is cancelled.

The strange thing is, I have found out through my own research that flight LH-566 from Frankfurt was NEVER Cancelled, because I had the idea to look for alternative flights since I am completely frustrated at this point with Opodo and their lack of communication.

Other than British Airways and Virgin Airline, all flight operators kept suggesting to me was flight LH-566 (this being the VERY Same flight that I was informed by Opodo was cancelled).

One of the flight operators informed me there is nothing wrong with flight LH-566 from Frankfurt and that it is on Schedule to leave Frankfurt on 09/10/2021 as planned. It is now very clear to me at this point that the problem I am experiencing is DIRECTLY LINKED WITH OPODO and their inability to be Professionals by being Open, Honest and Transparent.

To add insult to injury, as I have had enough, I selected the option to have a refund from Opodo. I received a text via Opodo App informing me that it will take up to 3 MONTHS to process my request for a refund. Now let's imagine for a second what the PENALTY will be, if it was me, the customer, who cancelled my trip without any explanation.

Opodo need to be exposed for their lack of honesty, professionalism, and lack of empathy for customers (I have been stressed out of my mind). The trauma I have been through these last few days could easily have been avoided if there were some form of communication on the part of OPODO.

On 5 th sept 2021, i was making online reservation and booking a 2ways ticket for
20.12.2021 Helsinki-Paris-Nice and return
02.01.2022 Nice-Paris Helsinki. then i added 1 luggage 23kg each way and paid the requested amount with Debit MC 213, 04 €.
Once paiement completed i received online booking confirmation for travel dates 05.10.2021 and return 12.10.2021 which are totally different what i had purchased.

5.9 I tryed coples hours to reach Opodo unsuccesfully and the airline cie ( Air France) which ofcourse redirected me to Opodo.
6.9 i reached anOpodo agent and made my claim either to change the flight to right dates or to cancel the booking if they would not able to provide me the booking i was intented to make.. The agent called me back shortly after and offered a 350 € extra fees to process the booking with correct dates which i refused and requested a full refund.

Notice on several occasion the agent was asking me to wait 24h prior departure to make the refund claim ( so 30 days ahead...) which i denied and insisted to cancell right away the ticket and asked for refund.
After an hour or so on phone with opodo, the agent finally confirmed that refund claim was in process and i would get refund with in 14 day and opodo would eventually reach to me.

20 sept after receiving almost daily adds from opodo / air france concerning extra services offers related to my trip i contacted again opodo to inquire about my refund, again i got same answer, refund in process and they are waiting confirmation from airline cie before refunding me.
Again the agent affirmed that i would be contacted within days to finalize the refund.
2. October i contacted local office of Air France which informed me that my booking was still in process/ valid.
After that i contacted Opodo agent and put me on hold for ab 15 min then call ended...
so in total about 3h international phone calls and nothing happened.

Hi, Opeodo, today I was talking with opodo hotline service employee Hasan Osman. Was presenting high price for changing the tickets and did not answer why I need to pay extra money: 103Euro per nose (this was his expression) for changing of each ticket, Reservation [protected].
I also got from him a very rude expression at the end of the talk: while you have your sweet coffee, you will be getting email from opodo ith conditions of my booking. The email did not contain ticket exchange booking, but spoilt my mood because of the type of conversation I had to have with your rude operator.
Very disappointing, this spoils all impression about opodo.