Opodo
reviews and complaints

On the 17 August I booked/paid for flights booking [protected], two hours later on the same day I cancelled the booking on-line (following the instructions of the chatbot).
- Next morning, there was no cancellation email so:
- I called the support and explain that I wanted to cancel, Nisha instructed me to claim from the insurance.
- I called my credit card company who confirm the transaction was pending and advised me to call Opodo and instruct them to not withdraw the transaction.
- I called before lunch and cancelled on the telephone (Option 3 on the key pad) then spoke with Ahmal and explained the situation where the Opodo promise needed to be up-held as I cancelled within a few hours from the booking and this was not an insurance claim but a strait booking cancellation. I also instructed Ahmal that they should not take the money from my account. Ahmal ensured me a supervisor will work on this refund and call me back in the afternoon. I never received a call...
Today 19th August, my credit card company informed me Opodo withdrew the money from my credit card yesterday evening.
I am disputing the transaction and opened a case with my credit card company.
It is clear from this sequence of events Opodo and the staff had no intention to cancel my booking within 12 hours of the payment. I expect a full refund immediately.

Philippe Chaput.

Booking reference [protected]

I booked a return flight from Larnaca Cyprus to the UK last year. It was flying out on the 4th June and returning on the 14th June. When my flight was cancelled, I followed procedure and applied for a refund. The refund for the outgoing flight was received in August 2020. In September 2020, I enquired about my refund for the return flight. It was obvious at that point it had not been submitted to the airline. I have now been waiting since then with still not refund received. This is in spite of their own website advising refunds are taking 3 to 6 months. It has been 14 months since my flights would have occurred.

I have been told on numerous occasions by opodo agents that to wait another 30 days. They are just fobbing me off without ever looking in to the issue.

The total cost of my booking was £416.99. I have still yet to receive the remaining £228.93.

Regards
Stella Phokou
[protected]@yahoo.com

allo,

My return flight from Munich Germany to Tel-Aviv Israel (LH 684 VVDJXR) was cancelled by Luftansa airline. This affects my return flight from Split Croatia to Tel-Aviv.
I booked the flight at Opodo site order [protected].
I was told by Opodo that they would come back to me with options within 24-48 hours. This was on the 3th of August.
More than 10 days had passed and I didn't hear anything for Opodo, although I had approached them several times.with no results.

Our flight from the Netherlands (AMS) to Madagascar (TNR) on 5 July 2020 has been cancelled. I have asked for a refund, and it has been granted on 16 July 2020. The website says it has been repaid on 2 September 2020. However, until now I did not receive anything. This is more than 11 months!

I have called with the helpdesk in the UK, but they only say they will escalate the case. I have called with another helpdesk number. This time someone from India and he gave me the same answer. I have been typing and waiting for ages behind my laptop only to get the chatbot to answer that I have to wait.

Reference number [protected]
jurgen.[protected]@gmail.com

Booking reference [protected].
First flight cancelled from Lyon to Exeter in March 2020, voucher issued for next flight which was also cancelled. Had an email on Dec 25 to say that refund was being dealt with but that we should allow 3-6 months for this to be processed. That was 7.5 months ago! I am becoming increasingly frustrated with the lack of communication! I would be grateful if this refund could be dealt with immediately. We have sent numerous emails to Air France and Opodo - Air France have said that the refund is the responsibility of Opodo.
Many thanks, Sue Morgan [protected]@btinternet.com

I have been debited but have not had flights confirmed and there is no way to contact someone to assist

Our flight from AMS to TNR on 5 July 2020 has been cancelled.
I have asked for a refund, and it has been granted on 16 July 2020.
The website says it has been repaid on 2 September 2020.
However, until now I did not receive anything. This is more than 11 months!

Reference number [protected]
jurgen. [protected]@gmail.com

I requested for a refund from Opodo on a flight booked with British Airways that was cancelled due to Covid19.

Booking Reference is [protected]
I called opodo severally for a refund and was promised by one of the agents that he would ensure the refund was processed. On one occasion September 2020, one of the agents in Opodo directed me to contact British Airways for the refund, which I did. British Airways claimed they had done all the refunds they had with Travel Agents, and could not provide any information to me because my contract was with Opodo, because money was paid to Opodo directly. BA further informed that Opodo knows what to do and how to contact them, as they have a dedicated telephone line for travel agents that it was just a matter of phone call from Opodo to BA.

I narrated my contact with BA to Opodo the next time I called in October, the agent I spoke with promised to act on it immediately. Only to find out when I called again to chase up on 3rd of December 2020 that nothing was done about the request.

Finally, the agent I spoke with on 3/12/2021 promised to truly process the refund request. I called again on that on 5th of December 2020, and was told it will take 3 to 6 months to receive the refund.

I called 3 months later but was advised to call again. I called again on 2/06/2021 and was advised by Sumnat that the matter will be escalated to her "TEAM" and an email will be sent to me to confirm.

I called again today on 3/08/2021 - and was told the same story by an agent called Tshani. As it's now 8 months after Opodo truly claimed to process the refund, I asked Tshani to put my call through her manager but she simply placed down the phone for a moment and returned to say her manager was not around. She refused to provide her surname, her manager's name or contact details.

I then asked for the last time Opodo contacted British Airways for my refund and there was a long silence after saying the day but held back on the month. After pressing on, she reluctantly provided the information and confirmed the last time Opodo contacted British Airways for the refund was on 9/03/2021.

I then asked Tshani what the agent I last spoke with on the 2/6/2021 did after promising to escalate the refund request, but she could not provide any response. Tshani simply answered by reciting their usual sentence of false updates they'd been providing for several months. . . She will let her TEAM know and they'll contact me.

I then asked for their regulators and who to lodge a complaint with, but Tishani said there were several regulators and kept silence on how to register a complaint with Opodo. After stressing that she was obliged to provide details on who to contact for complaints, then she reluctantly provided the following email address:- [protected]@opodo.contact.com.

This case has been going on for too long and I have been given several updates by Opodo that are not adding up.

Kindly assist.

I booked a flight to Jersey through Opodo for the 12th July, booking number: [protected]. Up to, and including that date I received emails confirming the flight and telling me how much you were looking forward to flying us. On 12th July, my partner and myself turned up at the airport to find that the flight did not exist. Unable to get hold of anyone by phone we booked another flight for the following day. We also booked the return as we did not know if the return flight existed. I managed to get hold of an operator on that day when I got home who promised to get back to me about a refund (we lost out on a night in a hotel, petrol and the flight). I heard nothing. I phoned again when I returned from Jersey on 20th July. I was assured that this time I would hear back within 72 hours. I am still waiting.

Mein Name ist Richard Karg - mein Wohnort ist Thailand

16.07.21 - 14:36 - betrügerischer Einzug von 2953.65 Bath

Die Bankverbindung ist Bangkok Bank - Debit Karte No *1312 at Opodo Prime

Ich habe weder an diesem Tag noch Wochen vorher eine Bestellung aufgegeben. Bei einer Order muss direkt bezahlt werden - es ist nichts vorhanden.

Die Bank ist informiert, ebenso die Polizei - welchen eine Bericht erstellt hat.

Ich werde mein Geld irgendwann wieder bekommen - betrügerische Aktivitäten zahlen sich nicht aus - ist Nur eine Info für Sie ---- Alle in meinem Umkreis - ob Freunde oder Internet werden Opodo meiden.

I booked a ticket with Opodo on 15th July 2021 (booking reference: [protected]). The information provided was that the "Final price" for the ticket was $727.27 (see screenshot attached). when I entered my card details I was angered to receive notification from my bank that Opodo had proceeded to take $763.74 & $349.06 from my account?!

I called them straight away and after waiting an inordinate amount of time was told that this was the price and they couldn't refund me even though I have proof that I was told the final price would be $727.27.

All they did was give me an email address to send my grievance to which I did but no response.

I would like to file a formal complaint with Opodo. They initiate a refund of a ticket the same day i purchased it on July 6th. However, the refund claim is expected to take between 3-6 months. This alleged processing time to refund a ticket consistitues an embezzlement. I'd like to file a formal complaint against Opodo for not processing my refund in a reasonable time.

On 14/01/2021 my girlfriend and I had a flight booked (PC4WMF). When attempting to check in we were denied on the grounds that we did not have the correct documentation. This is incorrect, we had all the necessary documentation and can prove it.

We had to stay in a hotel, and book new flights for the following day. The next day we went through check in and immigration control without any hold ups, despite having the exact same documentation.

When trying to contact Opodo for a refund, we found out that the member of staff had marked us as a no show, and due to this, Opodo considered us eligible only for a refund of £82.76.

Our flights had originally cost us £651.31, replacement flights £881.58 (JAMAW4), hotel room £115, food £33, COVID-19 tests (which we had documented that we didn't need) £100. Total: £1780.89
I have been chasing this for 6 months now, being palmed off between Opodo and SAS.

SAS have refunded me £652 but refuse to go any further, citing that it is now Opodo's responsibility. Opodo refuse to pay any more than the £82.76 already received, citing that we were no shows, despite us having evidence to the contrary.

SAS also refuse to claim it back for us through their agent refund form, they never actually respond to the applications I have made. I assume that they ask Opodo for details, who then tell them that we were no shows.

Both companies have since stopped responding to my emails.

Hello,

I have case number 5156350. I made a booking (number [protected] ) to fly to Amman on the 9th of April 2020 that got cancelled due to COVID.

We got vouchers to rebook and we used them on the 6th of June to book (they expired on the 8th of June) a new flight for April 2022. However, we have been given NO answer and all that has been told is that an email has been sent to Royal Jordanian and are waiting for an answer.

I don't think over a month is needed just to receive an initial reply and Opodo is not doing enough to finalize the process and we are just being told to wait and will be answered ASAP (even though originally was told it was within 3 working days).

So I want to place the complaint as I am done waiting as don't think the company is doing anything to resolve it and we did apply the vouchers as we were told to do and that is almost 700 GBP that we paid for those tickets and would like either the money back or to book the new tickets we requestedt.

Thank you

VIctor

We booked flights from the UK to Kenya to travel in April 2020 on Kenya Airways, however due to the pandemic, all flights to Kenya were cancelled. We were given vouchers that lasted 12 months and were promised a refund, however Opodo are asking us to receive the refund from Kenya Airways and Kenya Airways has informed us that we must get the refund from Opodo as we booked the flights and paid for them through Opodo.

The phone number provided for Opodo is out of service and they are not returning any of our email messages - we believe they have fraudulently kept our fare and making it increasing difficult to get a refund - please assist.

I booked with opodo a business class flight with Iberia, departure date on the 24 or March from Paris Orly to Gran Canaria and a return in economy via Vueling on the 28 of March. Ahead of the booking I did not receive any sort of information and travel advice from France to Spain from neither the airline company nor Opodo. At check in desk I arrived 2 hours ahead of departure and I had a negative covid test, however the personnel did not informed me to register on the Spanish government in order to get the QR code and was very rude. I went to the check in desk anyhow with my boarding pass on my iphone and in the meantime I managed to get the QR code online on the Spanish Health site.
At the gate, the personnel asked me to wait because business class passengers are boarded at the end. Once I arrived, despite my QR code and negative test, they started to claim various reasons to deny my boarding. As I did not want to complain and the personnel assured me that I could have changed my flight to the day after with absolutely no problem being a business class passenger via Opodo. Once arrived home, I started calling the airline company and Opodo an infinite amount of time. The airline company told me that it was the duty of opodo to change my booking and the ticket was open and available to change but opodo was trying to find excuses not to change my flight. After an entire day spent, no solution was found and therefore I had to book a brand new ticket on Iberia (still business class) for the 25th of March.
At the airport the personnel at Iberia desk insisted that the booking change for a business class flight was duty of opodo, I believe they were both playing with the lack of informations and standard passenger rights practice due to covid: However, because I bought on Opodo also an insurance on the flight cancellation and denied boarding and all potential issues COVID related, I then tried to contact Opodo again to have access to the insurance contract. No information or service was given and therefore I am left with no other option to issue a compliant and ask for the flight refund plus moral and psycological damages for the stress caused by their barriers to post sales customer relationships.

Kind regards

Luciana

A couple of weeks ago I bought a multi-city ticket:

12th August: Frankfurt to Cagliari
19th August: Cagliari to Rome
23rd August: Rome to Frankfurt

I bought the flexible rate as well, just in case something happened during these Corona times.

A couple of weeks ago, 25th June 2021, I wanted to change the first tranche of the flight, not the date;

Instead of doing 12th August 2021 Frankfurt -> Cagliari, I wanted to travel from Frankfurt to Florence, on the same day (12th August 2021)

I tried to do this online, but it was not possible.

Then I tried to rang all the customer services possible, but only the one in Germany (where I live) was available.

I call the first time, and after waiting in line for 35minutes, a lady told me that she was going to change my flight, as I requested, to go to Florence. I paid 35€ as a fee (not sure where this comes from but anyway I paid it). She told me that I will be receiving an email, within 48hs, with the confirmation.

That email never arrived, and when entering to Opodo, my details are still unchanged.

I rang again and waited another 40 minutes, just waiting for someone to call me back. After I got the chance to talk to someone, who spoke no English at all and didn´t even try, he reassured me that the flight is going to be changed and that I should be receiving an email in the next 48hs.

Again, this email didn´t arrive.

I rang again, and after waiting for 2 HOURS a guy actually picked up the phone. He did speak english, and said he was sorry that I was still waiting for the confirmation, that there must be a problem on Opodo´s side. He reassured me that this time was going to be different, and that I should be receiving an email in 24hs.

Of course, this email didn´t arrive either, so I rang AGAIN, and an super unexperienced woman picked up the phone, and she was hesitating everything she was doing. She told me that I would have the €35 back due to the problems I was facing. Obviously no English was spoken. She reassured me ONE MORE TIME that I will be receiving a call on Monday 5th July with the confirmation, and that she will escalate this issue.

You may guess, that I haven´t received any call nor email...

I rang ONE MORE TIME and the guy told me that he will be escalating the issue ONE MORE TIME, and that I should receive the email within 48hs...

Of course, this didn´t happen and that´s why I am now sending this email, and saying that I am about to sue Opodo due to Non-fulfilment of the contract.

I need an answer STRAIGHT AWAY.

Rodrigo Di Giannantonio
Attorney at Law

Date booked 2/2/21 - return flights to Casablanca from London for 24/2/21-28/2/21. Ref: reference: [protected]. These flights were cancelled by the airline (Air Maroc) and I have yet to receive the refund even though the airline has stated directly to me that they have refunded the agent (Opodo). I have complained numerous times (over 10 times at least) to Opodo and yet to receive a refund. Opodo state that they haven't received the refund yet from the airline. My email address is [protected]@mail.com.

My name is Yawa Adanlete, Email- [protected]@gmail.com, address - 32 Havelock Road DE23 8tj,
Booking ID 1 - [protected] - I've been waiting a year for a refund
Booking ID 2 - [protected] - I've been waiting 7 months for a refund and the refund is even incorrect as to the amount I paid according to the numerous agents I spoke to, one told me I'm entitled to 430, another 413 and another 548 which is the correct amount, I feel helpless as I can't even speak to anyone other than those agents that have no clue as to what they are speaking about
I booked 2 flights I've been waiting for the cash reimbursement, I'm fed up with calling so many times and be spoken to rudely by many of your agents, misinformed time after time, told one thing by one and another by another agent, so many contradictions and I am tired, I will forward these complaints on to the ombudsman's as I've been treated very unfairly, especially being an opodo prime customer, I want the recording of all the calls I placed if possible as I want them investigated I want my refund asap and if not I will be taking opodo to small claims court.

Opodo Reference: [protected]. Airline reference: QILQ52

On 12 April, I purchased a Lufthansa ticket on Opodo website with the following details:
20 May, 2021: Flight: LH921. London (LHR) - Frankfurt at 6:30 am
20 May 2021: Flight: LH568. FRANFURT - LAGOS at 11.15 am
17 June 2021: Flight: LH569. Lagos - Frankfurt at 22.55pm
18 June 2021: Flight: LH900. Frankfurt- London(LHR) at 8.40am
Cost: £415.06, using a credit card. Ticket no [protected].

When I purchansed the tikcet, I noticed that they automatically put me on a program called Prime, which will make Opodo to charge me around £60.00 over a period of time. I have paid the received the ticket before I noticed this deception. I would not have purchased the ticket if I knew about this Prime. I was tricked into it and realised after I made payment.

The following day after purchasing the ticket, Opodo sent me an email that the airline (Lufthansa) has cancelled one of the flights (20 May 2021: Flight: LH568. FRANFURT - Lagos at 11.15 am) and that they have requested for a refund! I was shocked as I believed the needed my consent before making such a request. Also, how can part of a flight be cancelled leaving the remaining connection? I quickly contacted the airline directly.

Contrary to Opodo's claims however, the airline said that the flight was NOT cancelled but that they merely changed the time from 11.15am to 13.15pm. That is; 20 May 2021: Flight: LH568. Frankfurt - Lagos at 13.15 am). I came back to Opodo and told them what has happened according to the airline. The Opodo agent who attended to me contacted the airline and confirmed that it was only the flight time that changed and not the entire journey! He said he has rectified the problem. I later travelled on 20 May, as scheduled whilst remainining intinerary remained confirmed (pls, see attached passes).

I received the shock of my life when on 17 May 2021 the airline refused me to travel because my agent (Opodo) has requested for cancellation and sought refund! This was around 7.30pm in Lagos, Nigeria. Lufthansa told me to contact Opodo on the problem. I did for over 1 hr, there was no response from Opodo. There was no line of communication. They send emal from a 'no-reply' email address. One does not know the custormer service number. They make things very difficult to come-by. I never requested for any cancellation. How would I travel on a returned ticket and cancel the returned part? There was no time I requested for cancellation and refund from Lufthansa.

However, given the huge costs I woud have sustained in terms of (i) non-refundable PCR test in Nigeria (£149) in £ equivalent, (ii) loss of non-refundable coach ticket from London to Nottingham (£56.00), and (iii) Non-refundable returning PCR test (£199) for returning to the UK, etc; I have no option that to purchase a one way ticket back to the UK that very night despite the tripple costs at NGN580, 345.00 (or £840.00) ( Lufthansa Ticket No. [protected] attached). Pls see receipt of purchace at the Murtala Mohammad International Airport, Lagos. I did not have this money, I have to take an emergency loan from relatives that night to be able to travel.

I neither requested for a cancellation of my booking, nor requested for any refund. I bought my ticket for the purpose of the travelling. Opodo acted ultra vires to have sought cancellation and refund where I the customer never made any such request. Opodo did so so that they can charge me £25 on the cancellation and on the refund. Since I arrived back to the UK, I have made several attempts to contacted Opodo on the matter. I spend almost 1 hour on the phone sometimes with no response and when there was ny response at all, it was always a recorded message. After clarification from the airline, the question is why did Opodo go ahead to cancel the booking? The airline did not cancel the booking.

My desired solution is (i) I want a refund of the £800 I paid to buy the one-way ticket from Lufthansa that night and for the avoidable costs they put me to unnecessarily; (ii) Compensation for a violation of my right of consent to acting on my behave when I did not authorise any such request, and (iii) since they have sought refund from Luthansa, the refunded amount should be paid to me without any deduction.
Please find attached documents.