Opodo
Reviews and Complaints

I have been requesting an Invoice for flights paid (more than two weeks ago) from Opodo since Tuesday 09 April 2019. On all three occasions I am informed that it has been requested and that I should wait another 24 hours. Still nothing. I also find it unethical that flights can be cancelled by the airline operator (without reason) and that the client must then REQUEST a refund of the money paid from the airline operator...

I arrived at the airport for my flight. The airline informed me they had changed my flights and I had missed it. I log into Opodo and the original flights are still there even though they are wrong. I was not notified of the flight changes and they are still wrong when I log in. I managed to sort alternative flights with the airline but had had to stay overnight in Houston and pay for a hotel (and lost a day of my holiday). When I rung opodo they said they could not help at the time but advised me to fill out a complaint form because they understood the situation, they were very apologetic.
Opodo is still showing me the wrong flights even when I log in now and they did not inform me of the changes. The airline said Opodo should have informed me and also should pay for the lost day of holiday and overnight stay in Houston.
Dan Woods

my complaint is not with Ryan Air

Its with Opodo

I called your Opodo call centre on three different occasions -twice before the flight and once after the travel dates and was given the wrong advice and information...
and despite being put on hold for what seems hours I got nowhere

1... So the call was to the first representative told me I could not get any compensation for cancelled my booking
[protected] despite I took out the OPODO Travel insurance which clearly states
..charges for cancellation of travel prior to commencement up to 500 euros

So why was it not possible to get a refund ... what was I paying for then?

This is very misleading and misrepresented sold insurance and I am taking legal advice on this

So how did I stand to cancel this booking and gain some sort of refund ?

Because I was told I was getting no refund it seemed pointless to call Ryan Air to cancel
and I did not go on the flights due to illness

2) 2nd call to your Opodo call centre

Concerned the hotel would charge me a cancellation fee I called Opodo
to cancel the hotel and was told to call Booking.com but
Booking . com said the reference I had been given was incorrect and to contact the hotel
The Hotel told me to contact Expedia who told me to ring Opodo as they are the
CONTACT PROVIDER of the booking
Again just went round in circles
and it was therefore virtually impossible to cancel the hotel booking
The hotel were most helpful but could do nothing but assured me there would be no further charge as it was pre paid by an affiliate company

WHAT A DISASTER ...

3) 3rd call to the Opodo call centre

After taking legal advice and reading carefully the travel insurance policy taken out with Opodo

I decided to call yet again to clarify the refund status
This time was given different advice ..
Your representative said of course I could get a refund as I had taken out the insurance

BUT BY THEN IT WAS TOO LATE as I was unable to cancel the hotel despite previously and before the 13th March being on the phone all morning
being referred to 4 companies to cancel
...and I never called Ryan air as your 1st call centre representative
told me no refund

So I ask you know as a loyal customer of yours for many years why was this handled so badly and what was the real truth with the refund status on the travel insurance I took out with you in good faith stating on the terms and conditions I was clearly covered for cancellation

FINALLY
What are you intending to do to compensate me for this complete mess up as its too late now to go to the travel insurance company as neither flight or hotel was cancelled due to the advice I was given from your call centre!

Its been a dreadful experience and all the years Ive used your company never experienced anything like this

I await your reply

Lisa Burton
0034 [protected]

I booked a flight on the 4/2/19 and then cancelled it well within the times offered for a cancellation and full refund. I got the email from you saying it had been cancelled and a full refund will be made ASAP. Just checking through my card statements a month later... I can see the money has gone out... but not come back in.
The cancellation request number was [protected]. Passengers name was Paul larsen... flight from london to Antigua.
Can you please confirm that it has been refunded.
Cheers, Paul

Dear Madam, Dear Sir,
I have tried to settle this matter by phone but have not been successful,
therefore I am contacting you be email (on your premium service number).

We had to cancel the flight booked for Hannelore Zach (address above)
Munich-Montreal-Munich from 28 May to 8 June 2019 Air Canada/Lufthansa. Payment to you
was 416, 72 Euro.

Opodo booking number [protected].We also booked your Opodo Premium Service.

I was told on the phone that the flight charge of 48 euros could not be reimbursed
but that taxes etc. amounting to more than 350 euros would be resent to our
mastercard. In addition we also booked luggage and paid 2x50 euros.

In your message which I received you said that 129 euros were paid on 15 December
into our account, which was the case but this is a much lower sum than the one
we should have received.

Please look into this matter and I trust that you will settle it satisfactorily, especially
as I have often booked my flights with you.

Hoping to hear from you soon,
yours sincerely,
Prof. Dr. Wolfgang Zach

On 23rd Sept 2018 bought tickets ref number [protected] for 604.58 at 11:27
On 11th Dec 2018 bought tickets ref number [protected] for 654.54 at 13:41
On both occasions charged double price
On first occasion could not access my money in the bank and could not travel and take child to school.
Phoned my bank Nationwide. They said they contacted Opodo to return my funds and unblocked my account.

On second occasion could not take out money again for the same reason. Needed to take child to school in the cab.
Could not have my debit card to work as Oyster as account blocked. Called my bank. They said they emailed you as we spoke.
Called Opodo gave details still unable to go to work said to your customer service person to note down my complaint and pass it on.
Opened the case through resolver on 24 the December RES 6188813
Could not attend Christmas dinner with work

Absolutely the pits. I have just booked a return flight and had a query about that flight, their website provides at least 2 contact phone numbers and 2 email addresses, none of which are valid/in use. INCREDIBLY frustrating. I have literally spent 2 hours trying to figure out how to check in. Thank god for the customer service at Fly Be, all clarified and made clear within a few minutes.

Never again.

Worse experience ever. Never again. Tried booking flights online. System had problems. Call the operator. She helped me buying the flights but "forgot" to tell me they bloody take almost 30% of fee for doing nothing. When I try call them to cancel and rebook on airline directly, as it was only after 2 hours, they told me it was no possible with them but to call the company directly (in colombia) which refuses to cancel because is a basic fare, although opodo told me I was entitled to within the 24hours bracket. Atm o answer from complaint and been robbed of 20£ for nothing!

On December 29th I booked two flights from Manchester - Palma : Booking ref:[protected], the flights were available and allowed me to enter the passenger names and book a 22kg bag each so I had no reason to suspect that the flights didn't exist so I then booked a hotel to suit, both bookings were done by OPODO and I did not book direct, the total cost was £1870.24.

Soon afterwards I received an email to say the flights would not be direct from Manchester as booked but would be from Birmingham via Barcelona, as we could not get to Birmingham I then cancelled the booking and was told I would receive a refund, this refund was £936 which is totally unacceptable, I have now been told that the hotel was non refundable but if OPODO had accepted the booking for the flights I would never have carried on and looked for a hotel.

This seems like a total scam and I do not think the flights were ever available, OPODO have totally mislead me and I fully expect a further refund and I will take this matter to the small claims court and ATOL if it is not received with 14 days.

I await you response.

[protected]@gallagherltd.co.uk

A ticket with Arkia airline which i use the booking with Opodo.
Go on 10.1.2019 TLV to BCN.
Retern on 17.1.2019 BCN-TLV.
I booked a ticket and from some reason i recive the mail confirmation with a worng misspelling, Orri instead Orry.
This ticket is not valid, cant be used.
Sense i received this Email i am trying to solve it, its going on 2 weeks like this, they toñd me that tjey called me and its never happened.
Every day they are telling me stories why they still didnt send me the ticket with the name correction, every day another lie.
They want to charge me for a name correction (a mistake they did) for 160$, i spoke with the ariline and they told me that a name correction cost 80$ only, so they want to charge me twice from some reason.
Until now they didn't send a mail with a name correction and soon if the situation stay like this i am losing my money and the ticket. I expect the site Opodo fix this situation as soon as possible!
So bad service and keep telling me.lies!
Shame on u!

I had booked flights for myself and my husband to India, I opted for the cancel for any reason insurance policy. On the 29th October 2018 I emailed and phoned Opodo to cancel these flights, I had an email confirmation to say that I am entitled to a refund this is the copy of the email received on the 29th October:
Dear customer,

We are pleased to inform you that your flight cancellation request has been received.

Our objective is to process all refunds within 10 days.

However, please note that in exceptional circumstances we may require additional authorisation from the airline, which could delay the planned timeline.

Once the payment is processed, the amount will be refunded back to the same payment method as in the original booking.

Despite sending numerous emails since receiving this the only reply I have received is to say that the refund is being process.

It is now the 11th December. I would advise any one thinking of making a booking with Opodo, to think again.

I travel a lot and book many flights every year, both short haul and long haul, I will never use this company ever again.

All I want is to have my money refunded, why is it taking so very long, totally unacceptable.

I paid in full for airline tickets and received an email saying the carrier had altered my flights. The new flights were backwards so the journey was impossible. I telephoned Opodo 5 times from Thailand at my own cost as they refused to call me back. Each time they said they would sort it out and call me back, and I am still waiting and my flight is in one week. When I asked why they promised to call and never did I was fobbed off. When I asked why the airline had made an impossible journey they repeated phrases that made no sense. They then had the cheek to ask me for a positive review - terrible customer service, and I still do not have flights.
There is no email address to write to on the website, nor a complaints line. They have not even offered me a refund so I can buy my flights through a quality broker.

I booked my flight through Opodo with the Lufthansa airline from FRA to DTW. My returning flight would be in one month. However, during my time here I got married and will not return to FRA. I asked for a name change or a partial refund but both is impossible. The ticket was 1000 Euros and I would know another person who would like to take my flight but the customer service told me that there is no way I could change the name on the ticket and no way that I could get a partial refund. I am devastated because my flight was SO MUCH MONEY and I would even have someone to take it but due to the policies I will not get a refund and cannot pass on my ticket to someone else. The seat will be empty, no one will be sitting in this seat. Opodo could sell this ticket again, I do not understand at all what is going on. I apparently can't do anything and am crying my eyes out for not being able to do anything about it.

Does anyone know if there is ANYTHING I could do?

Dear Customer Service,

I have file a complaint since April 2018, with no success and answer what so ever from Opodo.

I am writing to complain about an issue with Travel Agents.

I have already raised my issue within your organisation, but my issue is still unresolved.

Here is what happened: The hotel advertised false information about the rooms, it shows pictures with nice rooms, friendly people and it's not true ... the place is awful... strange people leaving in there, there was no sign of other guests been in holiday the place was horrible, the breakfast they provided it's horrible it's so disrespectful to charge that amount of money then they don't have what they ofer. Just two minutes away from there there is place where they ofer Thai massages but it truly is a place were they ofer other services to men... it took is a couple of days to find another hotel. I planed this holiday as a surprise for my husband and we both were shocked .. this has caused me emotional problems.
I would please like to have a full refund on this plus compensation on the money from the hotel we had to pay as this was obviously a scam ... they just try to get people's attention and take our money without caring ... my experience was not what I was expecting I was crying all the time. i had a nervous breakdown. This happened on March 22nd, 2018

I have pictures that I would like to send you so you can see the horrible conditions and the ones they advertised

Please reply back via this email address, as I would like to keep all my communications in one place.

Yours sincerely,

Lina Torres

Flat 12
Thistle Court
London

N17 9BP

Booking Reference: [protected]

Your booking is confirmed! (reference: [protected])

I have had only booking confirmation received from the company and when I turn to airport the airline has informed that the booking is cancelled. I have called from the airport the customer service says sorry the booking payment didn't pass the security check so ticket is cancelled but the card has been already charged. See the attached pic below. I don't know how to get refund and the customer service can't resolve the issue. What on Earth they cancelled ticket and don't inform customers absolutely don't trust this web to book the ticket. I have to ring the customer service for refund not sure how they will proceed with the refund. Reading others complaints it looks will take months

ast name: NCUBE
First name: BRIAN
Service booked: Flight
The flight booked had to be cancelled due to opodo agent error but attempts
to resolve this is proving difficult I've been promised call backs but none
have come I called and was told no error had occurred. I was told spelling
of names was correct but error was inputting one of my son's middle names
in the surnames column. My family is stranded overseas but no one seems to
care I need this matter resolved ASAP
I BOOKED AND PAID FLIGHT VIA AGENT NOT ONLINE. I HAVE LOST £1400 AND ITS NO
FAULT OF MINE. YOUR COMPANY APPEARS TO BE TREATING MY CASE AS TRIVIAL. MY
FAMILY ARRIVED FOR CHECK IN AND COULDN'T BOARD. I CALLED YOUR COMPANY
BEFORE THE FLIGHT WITH NO RESOLUTION. I FEEL THIS IS A GENUINE HUMAN ERROR
AND NIT MY ERROR. ALL I WANT IS FOR MY FAMILY TO MAKE THE JOURNEY TO THE
UK. THE TRAUMA AND COSTS ARE ESCALATING DAILY THE LONGER THIS MATTER IS NOT
RESOLVED.
Passengers
Tiny Constance Ncube.
Zion Masegoanele Kealeboga Theo Ncube.
Airline reference P7ZZRS
flight on 19th September 2018 from Gaborone to London via Johannesburg with
return 21st November 2018.
Brian Ncube
[protected]
[protected]@gmail.com
've been promised feedback with no success. And I have been told a blatant lie that my family did not turn up at the airport. This is not right they were denied to board band this is unacceptable. My family is stranded because of your error and your response is not fair I have spoken to ombudsmen service and my solicitor and they would like a letter of deadlock from you to say you cant resolve the matter then the matter can go further have spoken to the Airline office in Botswana, they are clear my family was not able to board because of opodo agent error. I have attached picture of screenshot from the airport check in were they were stopped from boarding
SAA (SA express) Botswana check in office...Agent Vicky denied ever getting a call from Opodo...she checked our tickets and confirmed that the reason we were denied boarding is the error in the child's name. The travel agency has to correct that before we can be allowed to board

Booked a Xmas hotel and flight package with opodo from exeter to Jersey. The confirmation showed a hotel booking in Jersey but a flight to Guernsey. We contacted opodo immediately but were told to contact the airline direct. We then contacted the airline and discovered that the flights booked were non refundable. The airline feel this is a grave error by opodo and their problem. We agree. The package is NOT F IT FOR PURPOSE! We now have to book flights to Jersey independently at additional cost. We should have the flights to and from Guernsey refunded.

I am writing to complain about the customer service helpline. I called earlier today (20/09/2018) to rectify a booking and was told that the modification service was down and that I should call back in three hours. When I called back waiting times were very long and i had to make several phone top ups to cover the cost of the call (45 eur at least). When I finally got through to someone, I was told that they could not do anything because the leg I wanted to modify was using a low cost carrier. The connection was lost before I could get any further information. I then tried to call again to simply cancel the whole booking thinking that this would be cheaper than modifying my ryanair flight. Unfortunately I again spent a long time waiting without ever being able to get through to anyone. I have had no help or useful information from your customer service team today and have spent a lot of money trying to make these calls. Furhter more, the message in the phone menu said clearly that I would be transferred to an automated cancellation service but then I was put in another queue and kept waiting for more than 15minutes.

None of these changes would have been needed had your booking form clearly stated that the flight was goingt o Brussels charleroi airport (I wanted to book a flight to brussels international airport). Please contact me should you wish to remedy the situation or failing this be informed that I have no intetion of booking a flight with you again.

I booked a flight with you on the 14th July for a flight with Icelandair from Manchester to Edmonton departing 17th October and returning 2nd November. You contacted me a few days to say that icelandair had cancelled my return flight and you were in discussion with Icelandair about the options. Today you contacted me again and offered me a refund ( which I didn't want) or a flight back from Canada but from a completely different airport. Neither of these options are an acceptable option but in the absence of a. Redouble alternative I accepted the refund request. On reflection I wish to complain about how you have resolved this issue and to point out that you ( or Icelandair) are breaking EU regulations that say that passenger must be offered an alternative flight as an option. You didn't do this and I intend to take this further as you are breaking the law. The customer advisor in your call centre offered me return flights from either Vancouver or Toronto but you told me I had to get myself to these airport at my own cost (which are both a few hours flight away from Edmonton). The issues I have are
- your advisors do not seem to know the law
- you didn't offer me an alternative flight from the same destination airport
- I am now significantly out of pocket as I am having to source an alternative flight at double the price.
- your advisor initially wasn't going to offer to pay back the full cost loading for the flight.

I want my refund as soon as possible, and I want compensation (£500 would be appropriate) as you have broken the law and you have left me out of pocket.

I intend to take legal advice to progress this further.

My booking reference is [protected]

I look forward to an urgent response and escalation of this complaint

Regards

Pamela Firth

To whom it may concern;

Re: Urgent complaint for booking [protected]

Please take the time to read the notes on file. We cooperated with everything requested by yourselves and nothing was done to rectify the simple situation. Despite spending endless hours on the phone between yourselves and Atlas Global and providing all the evidence relating to my travel to Istanbul for a medical procedure including the details of my surgeon.

Ultimately, I ended up having to purchase another ticket for my replacement medical chaperone which cost £315

In light of this situation, kindly arrange for an upgrade to business class for both passengers (myself and Miss Maryam Khorassani) for our return journey to London on the 12th of September and offer some further compensation for the additional expenses we have incurred in relation to additional flights, telephone calls and time.

I thank you for your consideration and eagerly await confirmation of this.

Yours faithfully,

Ann Marie McKeen