Opodo

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.

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