Opodo
reviews and complaints

I had booked a flight through Opodo to fly from Birmingham, UK to Delhi, India on Sunday 31st January 2021 (booking reference - [protected]). This flight was of course during the height of the worldwide COVID pandemic, where the UK forbid UK citizens to leave the country for non work related matters and other countries refused entry to travellers and as such this flight was cancelled by the airline. In the lead up to the 31st January I was ringing Opodo to ascertain whether the flight was going ahead and they refused to say and kept referring me to speak to Air India. Eventually I found out from Air India that the flight was indeed cancelled and that I will have to process a refund through Opodo as I booked with them as opposed to booking directly with Air India. After ringing Opodo back again that day to start a refund they initially refused and stated that I would have to arrange a refund with Air India instead. It was after a while of me explaining that a refund could simply not happen through Air India because they had no knowledge (apart from my details as a passenger) who I was. Opodo eventually submitted for a refund. On the 1st February I received an email from Opodo saying as such (albeit the email refers to a "Mr Copeland" - something they kept saying despite me telling them I was female). On the 3rd May I then receive an email from Opodo asking for me to give them a call where I am then told on the phone that my refund is starting being processed. I was told by the operator that my refund will take a few months (no exact amount of time specified). I also changed my bank details for the refund and the initial payment card doesn't exist. The operator then reassured me that this new payment details has been put in the system, I was also told by the operator that I would be kept updated on the progress of the refund by Opodo. On the 29th July I have then rang Opodo, after receiving no contact, enquiring as to the progress of the refund. I was told by this operator that I would received my refund within 120 days from the start of the refund process and that if there were any issues then I would receive a call from Opodo explaining why there was an issue. I also clarified with the operator that they had my new and updated card details that I gave back in May. I was told that they had not received any new card details and I again had to give them my bank details. After this phone call I worked out that the 120 days wait time told by the operator ended on the 30th August 2021. This date then arrived and I waited a further two weeks for contact from Opodo and received nothing. On the 14th September I have then called Opodo again asking for an update to which I was told it was still being processed. I made a complaint (one which I have raised several times on previous phone calls to Opodo) about the lack of communication from Opodo and how the customer has to repeatedly ring them for updates despite being told that they will contact the customer. I stated how I understand that there will be a wait on the money getting back to me due the fact that there are many other people also waiting for a refund but the lack of communication and accountability from Opodo was unacceptable. I was told by this operator that I would receive a phone call from a manager/supervisor that week, definitely by the 18th September. No such phone call was received from Opodo and as such on the 22nd September another phone call was made to Opodo. The operator explained that the refund was being processed still and I will have to wait 180 days. I informed him that I was told 120 days and he said this was no correct and it has been 180 days. I have then tried to clarify if they have the correct bank details to which he gave me the old bank details still. I have then explained how I have given my bank details over twice and for some reason they are not being kept on the system. I have then asked to speak to a manager/supervisor as I wasn't feeling that my quite reasonable requests as a customer to ensure the company have my correct bank details were being met. The operator then questioned why I was wanted to speak to a manager and said they were all busy to which I said I was happy to wait. The operator then got defensive and was asking why I was repeatedly ringing up Opodo to which when I was trying to explain he kept talking over me. I was trying to explain how I am being promised communication from Opodo and receiving nothing from them and as such I am repeatedly having to ring them to find out what is happening.

OPODO Complaint - sent on 10/09/21 at 13:15 hours

Total failure to deliver our flights

We booked flights with Eastern Airways through Opodo.com on 10th August from Cardiff (UK) to Belfast (UK) departing on 10th September and returning on 12th September 2021. We received confirmation of our booking the same day, but did not receive a travel document from yourselves until 23rd August 2021. This said that we could not get tickets our original flight T3 830 departing at 17:55 but instead had been allocated to the earlier flight T3 826 departing at 15:15 which was acceptable to us. I have attached the document sent, with the E ticket numbers clearly identified.

On going to access our boarding passes on 9th September at 09:00, it appeared that we were unable to access them via the Opodo app, so we went to the Eastern Airways website as directed by the website. Again, we were unable to access our booking.

I then phoned the Opodo Prime number to get help with this. I have spent a total of 3 hours over 9 phone calls, with promises from people that they would call back but they never did. I spoke to some very pleasant people, who were all unable to help me and escalated up to another team who would deal with Eastern Airways direct to get to the bottom of the voided flights and to ensure that we were reinstated on this flight.

When I phoned at 16:10 last night (9th Sept), I was told I would have to wait for Eastern Airways offices to open at 10am today (10th Sept). I asked repeatedly for reassurance that the problem could be solved and I would have my flights reinstated. I was repeatedly told that it would not be a problem and that someone would call me back at 10.30am. Surprisingly, again, no one called back so I called at 10:45am and was once again given the run around. I was again told to call back in 20 minutes as the supervisor would speak to me and it would all be sorted out.

However, it was once again unresolved. The supervisor reported that the tickets had been voided and there was nothing she could do to get us on the flight. I checked on my laptop at that time, and your company was still selling tickets on this flight at almost double the price I had paid a month earlier. Again, I asked to be put on the flight and was told that they were just a call centre in India, and did not have authority to do this. I asked for a contact number for your Barcelona head office, or the managing director's number but was denied both of these.

This means that we have missed our flights - which were to see my sister for her 60th birthday as we have not seen her in over 2 years. Nobody cares about the hurt and distress you have caused us, and I reflected this in my evaluation of your company and the service I received in the post telephone call review.

Please send me a full refund for the flights that you failed to secure for me, at a cost of £395.16. I have had to make alternative arrangements at very short notice to allow us to get to Belfast. I have booked flights from Bristol Airport instead with Easyjet, which are at a cost of £467.40. I would also like the £72.24 difference that I had to pay due to the failure of your company to provide me with the service I had paid for. I have not added in any additional cost for the further travel, car park cost, or substantial inconvenience and stress that my wife and I have experienced.

I look forwards to a speedy resolution in this matter

Having sent this email to OPODO's complaints line, I received the following email from them:

Dear customer

With regard to your booking reference with Opodo [protected]

We have tried to contact you without success regarding your recent request.

We need to inform you that according to Eastern Airways you have been no show for your flight from CWL-BHD on 10th Sep and return on 12th Sep. So ticket is non refundable.

For any further assistance you can contact us at any time.

Thank you.

Help centre

We look forward to hearing from you soon.

Kind regards,

Your Opodo Customer Services Team

At no point has anyone contacted me, despite having 2 telephone numbers and my email address. I have now issued the following email to OPODO, via their compensation link as it is impossible to get someone to speak to or an email address to have a formal conversation with.

The following was sent today:

You clearly have not read my previous complaint to you (attached) or investigated it in any way. I was informed by your Indian call centre agents that our booking on this flight had been voided and we would not be able to fly. They subsequently gave me this form to claim compensation for my flights which I have done (in attached complaint).

I called your Indian call centre on the following days and times:
9th September: 09:22 (15 minute call), 09:38 (7 minute call), 09:46 (42 minute call), 16:05 (48 minute call)
10th September: 10:30 (28 minute call), 11:40 (12 minute call), 11:53 (28 minute call)

In the 3 hours of conversation and calls I had with YOUR staff, I was repeatedly told that the flights had been voided, and I could not fly on these Eastern Airway flights. The call centre staff escalated my problem to the supervisors, who told me they had directly contacted Eastern Airways and that we were not on the flight, and could not get booked onto the flight despite my repeated pleading with them to do so. As these calls are recorded for training purposes, you will be able to access them and to listen to what was discussed.

Please give me an email address I can directly communicate with, and please escalate my complaint up to your superiors so that I can get my refund as requested in my original complaint.

Regards

Graham Wardell

Please can you help me to get some resolution and a much needed refund

Cancellation of this booking processed on 6th July, refund would be part voucher and part cash. Opodo status on App shows request sent to airline on 15th April and still awaits feedback.
I contacted Air Canada myself in past month and they have issued the voucher directly to me but advise that they refunded Opodo with the cash on 7th April 2021.

Booking ID : [protected]

Cancelled 06 April 2021

Status as of now - Request sent to Airline 15 April 2021 - Pending Authorisation.

August 2021 - I started contact directly with Air Canada who have resolved voucher bit for me and advise Opodo refunded on 7th April 2021.

Dougie Craig
[protected]@vabs.biz

On Wednesday 21st July 2021 at 11:39am I booked and paid for an indirect flight on Opodo going from Lagos to London Heathrow via Frankfurt. The flight was booked for 22.55 on 7th September 2012 and due to arrive at 6.40am in Frankfurt with a connecting flight From Frankfurt to London departing at 10am. The operating airline were Lufthansa and Brussels Airlines.

I travelled from Delta State to Lagos state in Nigeria on 6th September, which is a 8 hour journey by car. I booked and paid for a hotel in Lagos where I spent a night. On the 7th I booked a taxi to the airport carrying my luggage and arrived at Lagos Airport only to be told by customer services that Lufthansa does not operate on a Tuesday. I was shocked and showed my tickets, but customer services explained that I would have to get in touch with the company I booked with- Opodo. I had no option but to return to the hotel via taxi and pay to stay another night.

I called and informed Opodo and Opodo asked me to 'check in' online. I explained that there was no need to check in as there was no scheduled flight from Lagos. Despite this the customer services representative checked me in on the connecting flight, which was due to depart Frankfurt for London on 8th September at 10am. After this I received an email stating that my flight had been scheduled for the following day, 8th September 2021. On a closer look at the email, I noticed that the first flight had been rescheduled. HOWEVER, the second flight had remained the same as the original time and date (8.9.2021 at 10am). This would leave me stranded in Frankfurt with no connecting flight. I called Opodo who informed me that they would contact Lufthansa and Brussels airlines but that it would take 48 hours to get a response. Meanwhile, I had been checked in online for the second flight (Frankfurt to London) by Opodo. I contacted Lufthansa directly. They informed me that I would need to contact Opodo and Brussels airline regarding the second flight. I contacted Brussels airlines and spoke to a manager for an hour, only to be told that there was nothing that he could do apart from direct me back to Opodo. I went back to Opodo, who insisted that it would take 48 hours to rectify. No consideration was taken for the preparation needed prior to flying including booking departure and arrival (day 2, 5 and 8) tests which would no longer be valid. No consideration was taken regarding having to return to a hotel in Lagos, which is an 8hour journey from my home. The expenses incurred have been excessive. Opodo finally suggested cancelling the flight and stated that the refund would take 5 working days. Opodo did not consider that this booking was made 47 days ago (21.7.21) only to be disappointed and cancelled at the very last minute. This subjected me to booking a flight with British Airways on the 8th September at a cost of £2, 500 for economy class.
This entire experience was highly stressful and frustrating. The customer services at Opodo were awful. I am in disbelief that customers can be dealt with so poorly.
I am writing to request a full refund for my flight which cost £490.32.
Please see the details below of the original flight.

Booking confirmed

Tue, 7 Sep
Lagos London
Confirmed

Opodo booking reference: [protected]

With Prime, you're saving every time you book.
£ 515.15
Full Price £ 490.32
Opodo Prime price

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Departure 11 hours 45 min

Lagos to London
Brussels Airlines SN 7261 Operated by Lufthansa
Airline reference VL39MF

22:55 Tue, 7 SepLagos (Nigeria), Murtala Muhammed (LOS)
Duration: 6 hours 25 min

06:20 Wed, 8 SepFrankfurt (Germany), Frankfurt International (FRA)
Class: Economy

Connection: Change plane
Transfer duration: 3 hours 40 min. Check with airline for boarding time and gate.

Lufthansa LH 904
Airline reference VL39MF

10:00 Wed, 8 SepFrankfurt (Germany), Frankfurt International (FRA)
Duration: 1 hour 40 min

10:40 Wed, 8 SepLondon (United Kingdom), Heathrow (LHR)
Class: Economy

Please see the confirmation below for the new flight I had to book for British Airways which cost £2, 499 as a last minute flight on the 8th September.

E-Ticket for TU77125
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You forwarded this message on Wed 08/09/2021 17:32
This message was identified as junk. We'll delete it after 6 days. You forwarded this message on Wed 08/09/2021 17:32
D
dean
Wed 08/09/2021 16:43




To:
• oge.[protected]@outlook.com
E-Ticket

Rear Ground Floor Hygeia Building
66-68 College Road, Harrow Middlesex HA1 1BE
☎ [protected], [protected] Contact Information
Mrs SARAH AZIKIWE
52 Rattray Road
London SW2 1BD Booking Date Wed 08, 09 2021
Reference TU77125
Contact Dean

Flight Details
Itinerary
Departure: Lagos → Lagos
British Airways BA-74
Operated By- BA-74 Murtala Muhammed Intl. (LOS) Terminal - I
Sep, 08 2021, 22:55 Heathrow (LHR) Terminal - 5
Sep, 09 2021, 05:25 ECONOMY
British Airways BA-75
Operated By- BA-75 Heathrow (LHR) Terminal - 5
Mar, 01 2022, 09:40 Murtala Muhammed Intl. (LOS) Terminal - I
Mar, 01 2022, 17:15 ECONOMY

Traveler Details
Name Date Of Birth Airline Reference Ticket No
1. MR OGECHUKWU DAMIAN AZIKIWE Oct, 07 1983 OVCDAG [protected]

Flight Conditions
Change Before Depart GBP 180 plus fare and tax difference if applicable.
Change After Depart GBP 180 plus fare and tax difference if applicable.
Cancel Before Depart Not Permitted
Cancel After Depart Not Permitted

Baggage Allowance
Baggage : 2 Piece Plan // UPTO50LB/23KG AND UPTO81LI/208LCM
Cabin Baggage 1 Piece Plan // UPTO50LB/23KG AND UPTO50LB/127LCM

Booking Ref: [protected]

Hi Complaints Department,

Can you please arrange an urgent refund for the overcharge made from my account for the above booking.

The amount at the time of booking should have been £582 and I was incorrectly charged £1172, which is a £590 overcharge.

I have attached screenshots which prove the amount at the time did not exceed £600 via any provider, and there was a clear error on the Opodo online payment system.

I am unable to unsubscribe from my Opodo Prime account and the automated help keeps sending me round in circles with no option to unsubscribe, except from emails.
I've tried using both the website and the app and on both occasions the advice takes me into an information loop.
I'm unable to talk to a human and also unable to find an email address.
The money is due to be taken out of my account shortly.
Thank you

I bought a ticket through Opodo stating I would be leaving the airport SXM at *:** pm on ********* where the flight left at * pm that day. When I called the airline company they told me that Opodo had made an error on my ticket which resulted in me missing my flight. Because of that error, I spent an entire day at the airport waiting for a flight that would never arrive. I called Opodo and was told by an agent that a request had been made for me, it has now been ** hours and I have yet to receive an email from them. I called again today and waited for about ** minutes on hold to be hung up on before getting a chance to speak. I have had to spend over ***$ on hotels waiting for the next available flight. I demand that Opodo takes responsibility for their error and reimburse me for the flight that I was not able to get on because of them, as well as what I had to pay for hotels while waiting to be rebooked.
This was especially difficult because it all happened at night, as a young lady being outside at such times was very terrifying. I was very vulnerable and left alone outside an airport on an Island that I did not know, all because Opodo did not do their job properly. To top things off, they were nowhere to be found when trying to handle the situation.
I demand that Opodo takes responsibility for their error and reimburse me for the flight that I was not able to get on because of them, as well as what I had to pay for hotels while waiting to be rebooked. I demand that Opodo takes responsibility for their error and reimburse me for the flight that I was not able to get on because of them, as well as what I had to pay for hotels while waiting to be rebooked.
I contacted customer service over the phone, I reached out to Opodo's service via Facebook, I submitted a claim, and send emails. It has been 3 weeks and I have still yet to receive an response for anyone.

I purchased a Ticket for a return from Accra but due to covid and Turkey being on the UK Red list. I sent a cancelation to Opodo via email but no response I tried to cancel it online it was not allowing me. I went to the Airline office in Accra to cancel my ticket which they did for me. A paper was printed for me as proof by the Airline office at the Airport on 29/08/2021.
Opodo booking Ref.[protected]
Turkish Airlines TK 630. 19;30 Sun, 29 Aug Accra (Ghana)
Airline Ref. V55SWL
Turkish Airlines TK 1979. 07;50 Mon, Aug Istanbul (Turkey) to Heathrow.
Airline Ref. V55SWL
Passenger
Nuru Ahmed
# [protected]

I booked a ticket from Opodo via Qatar Airways a few months ago.
I contacted Opodo call center the 1st time 1 month ago to enquire about the cancellation policy of my ticket. The agent told me that he would charge me 150$ if I'd like to cancel the ticket, and told me that this is the airline's policy. I went on Qatar Airways' website, and they mentioned: "Get the unused value of your ticket refunded through your original form of payment, with no penalties or refund fees. Valid for any Qatar Airways' tickets purchased either directly from Qatar Airways or through travel agents".
I asked the agent to check with the Airline and get back to me. He told me he would get back to me within 72hours, and he didn't. I waited a week and called back the 2nd time, same thing happened, and told me he'd get back to me within 48hours, and he didn't. I waited another week and called again the 3rd time, the agent told me the same thing, and that he'd get back to me with 24h. Of course he did not. I called again a few days later for the 4th time, and they told me that the system is down, and she'll get back to me in 3-4 hours when they system will be back, and no one did. I called again a week later for the 5th time, and the manager Vikash told me that he will oversee the case and place the request as urgent and get back to me with a few days. It's been 10 days and he still did not get back to me.
The agents also mentioned that since my trip is not urgent in the next 2 weeks, that I have to wait to get closer to the date for the agents to resolve my issue, since they have more urgent cases to solve. I also told the agent that I was very understanding, I waited a lot, it's been a month already, I urgently need my money I cannot wait more than this.
The story had been going on for a month now, every time I have to call via international call and wait 30 minutes on the line to get to an agent. I have spent more than 70$ on international calls, and still never heard back from any agent.
I wanted to cancel my ticket because I need my money URGENTLY; they are not the ones who should determine the urgency of my case. I waited 1 month and still have no reply or action from their side.

Contact centre is not supportive to correct a spelling mistake of the booked flight. No chance to get a human support at all.

Company cancelled a flight and I was trying to contact customer support for refund. 600 euro lost, 1h lost on phone listening an idiotic music... Opodo web site is a kind of scam moving customer in round loops without any rational solution...

Opodo and probably the parent edream are a kind of scams I believe, the only job they love to do is to extract the money from your credit card...

Stay away...

I booked return flight with opodo to fly from London to Dundee. These flights had a total cost of £720.

As the money was taken from my account i assumed my flights were booked however on the day my daugter and I were due to fly my flight status kept saying "pending". I phoned Opodo and it transpired that due to a "service error" those flights were not booked. They agreed to refund my money in full.

One month later no money has come back to me putting me under severe financial strain. I phoned Opodo again and it transpired that due to another "service error" my refund was declined. The call handler ASMI told me due she would open the refund request again. I asked to speak to her supervisor to why my refund request keeps getting declined as a service error is not an answer.

On 13th March 2020 I booked a flight with Opodo to fly from London Gatwick to Tbilisi with Georgia Airways on 8th April 2020. The flight was subsequently cancelled and I initiated a request for a refund via Opodo's online platform. I received confirmation from Opodo on 22nd Dec 2020 that the refund request had been received.

I have been in touch with the airline who said on 17/6/2021 that no refund request had been received by them so I called Opodo to make another refund request.

The airline will no longer respond to my requests and as I bought the ticket from Opodo, it is up to them to sort this out.

Electronic ticket number 606 - [protected]. Airline booking reference JGLZSD

Booked two return Emirates Business Class flights to NZ in May. Emirates cancelled flights in late August and informed Opodo. It is impossible to request a refund as the chatbot does not allow access to a human agent as the flights are too far in the future. Opodo therefore is keeping the £9000+ as long as possible. I cannot re-book alternatives as they have my money. The 'Manage booking' tab does not allow access to refund information.

I have requested invoice multiple times. It always says that it will be sent in 24 hours but I have never received it. It is not in the spam folder. The company is simply lying to you. I thought I won't have a problem with opodo since I knew I won't need a refund ar to change my flight but they failed to deliver in such a simple thing. Truly untrustworthy company, will never buy from here again.

I have discovered the following problem with the work you have done for me: Flights from London to Cape Town via Portugal with Tap Air Portugal were cancelled in December. This refund has been agreed by the airline and the monies were paid to Opodo months ago. I have contacted Opodo 16 times to get my money back as it is well past 6 months now. Opodo consultants confirmed on the phone that the money would be loaded for payment, yet it never came and has still not come.

The return trip with British Airways via Johannesburg is supposedly still not approved by the airline. I find this hard to believe as I know BA are efficient at turning around refunds. I have called Opodo multiple times asking what the situation with this item is. They tell me the same thing repeatedly, that they will raise this with the airline and that a supervisor will call me back within 3 days. I have been promised a call back 4 times - I have not received one.

I am writing to raise a complaint regarding my booking with Opodo, which was cancelled and refunded by Turkish Airlines, but these funds which are legally mine, are being illegally held by Opodo.
On 15th December 2020, I booked my return flight home from Dalaman (turkey) airport with Opoda for the sum of £315.41 - flying with Turkish Airlines on 31st May 2021.
On 11th May 2021 I received an email from you stating that the airline had changed the flight and requested that I take further action. I clicked through to 'manage my booking' it stated that the flight had been cancelled and a full refund would be issued (no alternative option offered). I had several flights booked direct with Turkish Airline (five flights) for that trip (only the return flight from Turkey to UK was booked with Opodo), as I was travelling around Turkey. All my flights were cancelled by Turkish Airlines and I received a full refund within days of the cancellations without any further input from myself.
I have periodically checked in on my Opodo Account, during the intervening time, noting each time, that the status of my refund as 'awaiting refund'. Today I have again logged on to my account information and note that the refund due is now £75.27! I requested a copy of the original invoice and note that they have changed the amount paid (£315.41) to £75.27. This is surely fraud?! I've still not received any refund.

Hi, I booked the following 4 star hotel in Paris through you for one night 20-21 August 2021

Le Rocroy Hotel Paris Gare du Nord - Paris

13, Rue de Rocroy, Paris, 75010, FR

Confirmation number [protected]

To my surprise when I arrived to the hotel I found it closed and deserted and some indications of maintenance is going on! No not been informed about the hotel current condition! I had to ask nearby bar about the hotel and I been guided to another hotel nearby which the barman indicated it is a sister hotel and that was Hotel Avalon Paris, which marked as 3 star. The late hotel had my name and I had to check in! I had to walk some distance with my luggage's to reach to the second hotel! To my surprise why I not been informed in advance!? Neither directly through the hotel nor by Opodo!? I am demanding a clear justification about this irresponsible act and a compensation to what happened.

I am awaiting a refund from a cancelled flight Jan 2021 to Australia . I can't get through to anyone at the company it keeps putting me to a robochat . Very frustrating as it says refund requested and authorised but I have waited over 6 months now . I don't know how to contact the company .Due to the fact they said on app refund authorised I waited and it is now to late for chargeback on credit card . I tried to resolve with company direct with no luck

Opodo booking reference: [protected]

I booked on flight on Tuesday 10th August for a flight from London Heathrow to Edinburgh on the evening of 22nd August. I made a mistake and it should have been in the evening of Wednesday 25th August. I immediately called you at 08.45 on the 10th August to rectify the situation. I was told I would receive a response within 72 hours. I received no response. I left it until Monday 16th August and called you at 09.41 and was told I would receive a response within 24 hours, again no response. I called at 11.09 on Tuesday 17th August and was told I would receive a response within 48 hours, again no response. I called yesterday at 14.06 and after spending most of the call on hold the call was disconnected. I immediately called back at 14.26 and was told I would receive a response within 24 hours. Guess what, no response. I called today at 15.40 and after a lengthy call was offered a flight leaving Heathrow early afternoon on the 25th August, this is of little value as I will not be finished my meeting in Wokingham until at least 15.30 on the 25th August.

I think it is very disappointing that after being promised 5 responses I received none and if I had the response I received this afternoon earlier you would have been able to move me to the evening flight as I have been checking with ba.com on availability since making the booking. I then asked for a refund which your operator refused to look into and refused to transfer me to a manager. I now have the unenviable task of travelling into London to get a train to Edinburgh or travelling across London to Gatwick or London City.

Given all the broken promises, the lack of response and the amount of time I have wasted calling you I think a refund is appropriate.