Opodo
reviews and complaints

Dear Opodo, I recently travelled Ireland, and having set up Prime membership I found that it has more expedient to log on personally to the carrier to check in for the outbound flight. In order to give my Prime membership the benefit of the doubt, I let it run for the check-in for the return trip. Again, I had to check in with the carrier directly.

I also found cheaper car insurance personally.

I'm not at all convinced about the benefits of Prime membership and see that you have charged me £59.99 already.

While many may have benefitted from membership, I have not.

I would be grateful if you could cancel and refund the fee.

Thank you for your service in the meantime and I do not rule out a return to Opodo prime in the future.

Thank you for your service.

Ronald Barron

I have tried to sort out our difficulties with Opodo but cannot.We live in Cyprus and have been booking flights to Bristol on 11th June and back from Scotland on 26th June.

Our grandchildrens' homes are near Bristol and near Glasgow. When trying to book a flight from Bristol to Glasgow on 18th June we used Opodo.

I received an email on 9th May from Opodo saying they could not confirm my booking (reference [protected]). A few days later I booked the flight with Opodo and received confirmation (reference [protected]).

I also received emails from Easyjet confirming that I was booked on the flight and, when I checked with Easyjet, I found they had received two bookings from Opodo for my wife and myself.

I have cancelled one of the bookings but was charged a cancellation fee of 49 Pounds.

When I checked my with my bank they had also paid Opodo 232.11 GBP on 15th May. The reference number was [protected]. Neither of us received any contact from Opodo about this, so unsure what it is.

Paul Smith ([protected]@yahoo.co.uk)

Jean Smith (jean.[protected]@yahoo.com)

Dear Sir/Madam,

Reference Numbers: [protected] (Opodo) and K3FHGZM (Easyjet).

With reference to the above booking details, I would like to draw your attention to the experience I had on my trip from London (Gatwick) to Belfast (City Airport), scheduled for the 6th of May, 2022 at 6:35am.

I booked this trip but never got a confirmation email neither did I get my boarding pass even though it was clearly stated that my boarding pass had been emailed to me nor any correspondences at all (for that matter). On this fateful day, I left the house at 4:20am with a booked cab and got to Gatwick airport at precisely 5:05am (see Appendix 1 as attached). I approached one of Easyjet’s Customers’ Services Representative at Gate 4 and explained to her that I hadn’t received the email with my boarding pass even though the app stated otherwise. This Customers’ Services Representative directed me to another queue on Gate 5.

On getting to the front of the queue, I explained to another Customers’ Services about my predicament and specifically stated that I only need my Boarding Pass. She was more warm and helpful and advised that I go back to Gate 4 and speak to the first Customers’ Services Representative I had initially spoken to.

I went back to the first Customers’ Services Representative again and informed her what the other one had told me. But she was obviously oblivious of what was going on and completely didn’t know what she was doing. She wanted to direct me again to Gate 5 but I pushed back and insisted I wasn’t going back. She advised me to go to the Departure Gate upstairs. This directive I thought was weird given I didn’t have a Boarding Pass but I still obliged just to satisfy all righteousness. Only for me to get there and the Security Guards advised me that I couldn’t go through for the obvious reason - No Boarding pass.

I went back to the Customer Services’ Representative (again). She asked me to wait while she conferred with her manager only to come back to say, ‘My manager said she had spoken to you and had advised that you come back tomorrow’. I was befuddled and asked her what she thought she was talking about and if she actually understood my request/query. She obviously wasn’t. In the course of a somewhat heated conversation, another Customers’ Services Representative, Candacy Bryant, intervened and I explained what the issue was. She apologised and explained that the woman was new and still learning the ropes.

Candacy took me to the desk and explained to the woman at the desk. This woman was quite unhelpful, belligerent and completely out of depth. She was requesting for my passport. Given that this was a supposed to be a local flight, I was taken aback by that request when all she needed to do was to take my details and check her system and print out my boarding pass. Candacy intervened again and beckoned at the Duty Manager at the time.

The Duty Manager came to the Desk and checked the system and found my name, by this time, she told me the gate had closed and the flight had left. And she was blaming me for coming late for the trip and in her words, ‘you should be here 2:30hrs before your scheduled flight’. That was how helpful she was.

So I spent over 1hour 30mins been posted back and forth by a bunch of somewhat ill-trained Customers’ Services Representatives who couldn’t understand a request as mundane and simple as printing out a Boarding Pass thereby missing my flight? The said Duty Manager was so quick to recommend that I buy a new ticket for a later flight - 18:10Hrs/6:30pm. I obviously didn’t have a choice but to begrudgingly oblige.

I had to go back home and came back later in the day to catch my flight.

I guess my questions are:

1. Why are your Customers’ Services Representative so ill-trained and lacking in manners?

2. Is it compulsory to have your Passport on a local flight? If so, I would appreciate if you could furnish me with that law/rule/statute.

3. How is getting to the airport over 1hr 30mins before your trip considered late? It is worth stating that I travelled to Murcia (international flight) a few weeks ago and got to the airport less than 1hr before my scheduled flight, checked in my bag and still caught my train.

4. Is it commonplace for Easyjet to delay passengers, frustrate them to miss their flights and re-book them in order to maintain your revenue streams and healthy balance bank account? Because the immediate alacrity with which the Duty Manager was quick to glibly say, ‘You have missed your flight..’ and to recommend that I buy a new ticket was quite sherlock in nature at best and suspiciously dubious and disingenuous. She even wrote on the receipt as ‘RESCUE FEE’, what does that mean?

It is on the note that I request that my booking for the 6th of May 2022 be refunded - Booking Reference (See Appendix 2): K3FHGZM and Flight Reference: EZY837 (Seat No: 26A) to the tune of £110:00.

I count on your honourable office to investigate this and come to an amicable but a sensible resolution at the earliest possible time in order to avert any escalation of any sort.

Thank you.

Regards,

Iniyerekiteki Robert Wills (Mr.)

OPODO Booking reference: [protected]

23/1/2020: We booked and paid through Opodo a ticket to Mexico with Aeromexico (£3184,02)

15/07/2020: Opodo writes an email saying that Flight is cancelled

Since then I’ve been calling Opodo on regular basis (in more than 20 occasions) and they are not progressing the refund

I have received conflicting information constantly.

For more detail see attachment

Flight booking ref: [protected]. I cancelled my PRIME booking for this trip to Bangkok ,for myself and a friend in FEB.2022. I have been waiting for a refund for ages now ; so we can use monies paid, to book a replacement holiday this year. I am very disapointed with no response to my requests. Please can you inform me of any movement of refund. Thank you, David Martin.

My E-MAIL ; [protected]@hotmail.com

My name is Edward Preyzner, and I am a 75 year old English pensioner.

Last year I flew with a reputable company called KLM Airlines from Sofia, Bulgaria to Entebbe, Uganda, arriving, as my visa shows on 11.03.2021. As it transpired, I had some business to attend to at the Bulgarian Embassy in Pretoria. South Africa, and so I had the extreme misfortune of choosing Opodo from the internet, to book a return flight from Entebbe, to Johannesburg departing on 19.04.2021 for myself and my wife, with the return flight leaving Johannesburg on 02.05.2021. I paid for this journey with my Starling Bank debit card and the cost was £568.89. As coincidence, (OR NOT) I made this booking with my phone on 09.04.2021. NINTH of April! Nine must be the favourite number for this company! As I now have found, Opodo, Travelink, Edreams,GoVoyages, and Liligo are ONE AND THE SAME COMPANY! More coincidence to be seen!



We departed Entebbe on 19.04.2021, and after completing my task at the Bulgarian Embassy, flew back to Entebbe on 02.05.2021 as my visa stamps can show. All was well until I noticed on my online banking that there was a pending payment to Opodo for the sum of £59.99. This took me completely by surprise as I had not had any further dealing with this company after the initial booking, and I believed that this was a reputable company and that a quick email to their customer services would clear up the matter. I found the company website and found to my utter dismay that they did not have a customer service section, and instead operated a self help system where the customer is given a set of option, none of which cover money taken from a previous customers debit card without their express permission. I therefore contacted my bank, who told me that because the payment was PENDING, nothing could be done, and that the merchant would refund the money to my account once they realised a mistake had been made. WRONG! On the NINTH (coincidence) of May 2021, the payment was taken by Opodo, never to be seen again. Once I returned to my home in Bulgaria, I once again tried to contact Opodo, to no avail, and eventually, put it down to experience and noted never to use this company again. I sent an email to them but was returned with some sort of error message. However, I am not a millionaire, I am just a 75 year old Englishman endeavouring to live a peaceful retirement in Bulgaria, and so, the sum of £59.99 represents 30% of my weekly pension. I am so annoyed!

I noticed yesterday, 09.05.2022 that ONCE AGAIN there is a payment pending to EDREAMS this time for the sum of…...wait for it…... £59.99. What a strange coincidence! Edreams, by the way, have a similar customer service department. NON EXISTENT! I again contacted my bank who again told me that there was nothing they could do about it! How good is that? I will of course be closing my account with Starling Bank as obviously, someone at Opodo/Edreams is fraudulently getting money by way of debit card records which should have been destroyed after each successful transaction! I will be posting this on Trustpilot, GetHuman, and Complain.biz. I will also send it to their LEGAL DEPARTMENT, if indeed it exists away from the printed page or is perhaps a hypothetical reassurance of integrity! Let us see if [protected]@contact.edreams.com is indeed a service or just a figment of my imagination!

We purchased two tickets to Australia for December 2021 from London UK, the airline Lufthansa cancelled these tickets due to Australia not allowing tourists in! I have patiently waited the 6 months that are in the terms and conditions for refunds although this is a long time I was patient due to the pressures of the pandemic! However I am no longer feeling patient it has been 7 months now and still no sign of this refund, I have called only to be fobbed off! I’ve now had enough I want my money back please Opodo!

I have asked for an invoices, but no response from Opodo. We are firm and i need invoices for accounting ! Please solve this problem!

Opodo booking reference: [protected]

and

Opodo booking reference: [protected]

Thank you.

Jan Mutnansky ([protected]@oldent.cz

I have being waiting for the said 18 days for my refund but haven't got it. I have also tried to speak to someone via the chat option on the website and can't see any sent or received messages in the chat box. I cannot get through to anybody on the phone because my car hire reference number isn't accepted! Absolute joke. Pathetic customer service. 26/04/22

Dear sir/madam,

OPODO REFERENCE [protected]

Jordanian Airline Reference 4QV 6H9

In my 2021, I booked a flight from Jeddah to Baghdad on your website on Jordanian Airlines leaving on the 13th Nov. 2021.

In July 2021, the airline changed the flight times resulting in a seven hour weight in Amman and I therefore declined to accept the changes.

I was told that I will get a full refund.

Since then I have contacted you several times and on each occasion I am told that 'we will contact the airline and you will get your refund in 3-5 days.'

It is now almost a year since I booked the flight and I still have not received my full refund.

I have contacted today (19th April 2022), and I gave the details. (please listen to the recorded call) I was transferred from one person to another. The third person today simply repeated what the previous 12 people told me "we will get this sorted for you in 3 - 5 days."

Please advise me on how to take my complaint further.

Regards,

DR N SHARIEF

164 INGRAVE ROAD

BRENTWOOD

CM13 2AG.

[protected]@hotmail.com

[protected]

[protected]

My spouse and I booked flights from Toronto to Alicante via London and return flights Alicante to Toronto

Air Lines involved Air Transat, Ryan Air and Air Portugal. Travel June 2020 .

Since the Air Lines cancelled the flights , we immediately asked Opodo to refund the fares. That was done in Feb or Mar 2020..

Total paid was GBP 1195.99

To date we have not received a single penny. Through my OPODO App, I see that the airlines have approved my refunds. This was more than six months ago.

Cannot even contact a human there to talk to.

1) When we had a first positive PCR test we contacted Opodo to ask for advice and cancel/ change the ticket. My husband and I spoke to them first on March 17th 2022 and later on the same day I contacted them. We were both told different booking fees and that would be a cancellation fee. We had purchased Covid cancellation insurance through the portal and were told that we could only be refunded if we canceled but that there was a cancellation charge (which was high) so we opted to change the booking dates hoping that the next PCR would be negative. We were charged 66 pounds to change and found out subsequently that the airline's direct policy was to allow changes for free (ANA and Fiji airlines.)

2) After a second PCR test was positive we contacted them 24 hours before the flight and were told they would get back to us (Monday, March 28th) flight was on Tuesday March 29th. I was told on Monday 28th that there would be a cancellation fee of "$200 Australian dollars" but that they could try and change the booking for us "with no guarantees and get back to you within 48 -72 hours". We also contacted both of the airlines directly (Fiji airlines said they would hold the ticket) ANA said they had to deal with the agency.

My husband then contacted them again on Thursday, March 31st (2 days after the flight)   (72 hours + after we had heard nothing) He was told it was being processed and they would get back to us within a further 48/72 hours. We have heard nothing still by Monday, April 4th.

Our current situation is that we have 2 tickets on hold (organized this 2nd time by ourselves as Opodo wasn`t helping). As of today March 5th the 3rd PCR test is negative. I contacted Opodo to ask if the ANA ticket could be changed to the March 7th to match the flights that we changed with Fiji airlines.

We could not get Opodo to give us any information yet again, I was asked to wait a further 24 hours. This I explained was impossible as out Fiji departure tickets were schedules for tomorrow at 6.15am and we needed the ANA flights to make a connection. We also had a specific time window due to the Fiji booking dates and the PCR test results only being valid for 72 hours. The operator said that they had called us back during the week and even though I had registered my Japanese phone number and my husbands phone in Fiji neither of our phones showed any record of missed calls from Opodo.

We do not know why we were charged to make flight booking changes when the airline's policies are different (no fees) and despite trying to resolve the PCR issue directly with ANA we could not due to the lack of help from Opodo. This situation has not only been financially stressful dealing with promises from the airline regarding COVID policies of ticket changes and then finding that Opodo is essentially seeling covid cancelation insurance but then charging people high fees to cancel and/ or not dealing with the situation so that despite our effors to contact ANA over 4 times we were not able to because of Opodo.

1. We were (I believe) wrongly charged for flight changes on March 17th even though I explained the situation was Covid related

2. We have not had sufficient information from Opodo

3. We had to make a whole new booking directly with ANA for the return flight due to Opodo`s lack of help at this time which was costly.

On the 28/02/22 i booked two flights ref [protected], price paid £235.67 out bound 27/05/22 in bound 30/05/22. On the 04/03/22 Charged at extra cost of £218.00 we changed these flights to out bound 03/06/22 in bound 06/06/22, We have had no notification.Total cost £453.67 why has it cost this amount?

Today I called approximately 11.30 am. A woman named Ravina form India was answering the call. After an hour of conversation she said she will asked one of her superior to sent us the updated schedule of our flight that we asked to change on the 4th of March 2022 but until now we still have not received any email of confirmation from Opodo yet. we would like our money back in full.ASAP

I booked rent a car on 30/11/2021 from opodo website booking was confirm but supplier(thrifty) not provide the car because not provided proper reference number to supplier. after call to customer care I requested to refund full amount.

Below mail sending for your reference

opodo

Dear Rakesh RAMACHANDRAN,

Thank you for choosing Opodo for your car rental. We are happy to confirm that your booking was successful.

To pick up your car, please present this email to the supplier at the rental desk. Please also make sure to read this email along with your car hire voucher to familiarise yourself with important information about your rental.

Your booking reference number has changed from AE769562390 to AE769915590

Confirmation no.

01

Dec

Abu Dhabi Airport Counter Sky Park Plaza – T3, opp to Terminal 3. , Abu Dhabi

08:00

Desk telephone no.

[protected] /[protected]

03

Dec

Abu Dhabi Airport Counter Sky Park Plaza – T3, opp to Terminal 3. , Abu Dhabi

08:00

Desk telephone no.

[protected] /[protected]

Toyota Yaris or similar

ECONOMY CAR

Toyota Yaris

Supplier:

THRIFTY



5 Passengers



2 Bags



5 Doors



Automatic transmission



Air conditioning



Pick-up Location:

Counter located in Terminal 1 parking area



Fuel: Return with same as Pick-up.

Your vehicle will be supplied with fuel. To avoid incurring fuel charges you will need to return it with the same amount of fuel as it had when you collected it. You may be required to leave a fuel deposit reserved on your credit card that will be released when you return your car with the required amount of fuel. Missing fuel will be charged on your return. The price per litre charged by the rental agent may be significantly higher than the price at the local service station. A refuelling charge may also be applicable.

Without these mandatory documents, you cannot collect your car

-

Credit card in the name of the lead driver, with a large enough limit to cover the excess (AED3000.00)

-

Driving licence in the name of the lead driver

-

Valid photo ID (i.e. passport)

-

Present this email at the desk when picking up your car

Please see your voucher for the full list of mandatory documents

Add flight number

Your voucher

Manage booking

Access your payment receipt for this car rental

Payment Transaction Summary

Transaction Information

The charge will appear on your bank statement as: CAR HIRE

Sale Location/Country: Online

Booking Ref: AE769915590

Partner Name: Opodo Cars

Transaction Currency: AED

Transaction Amount: 287.21

Form of Payment: MasterCard

Credit Card Last 4 Digits: 0265

Transaction / Res Date: [protected]:18:24.0

Billing Information

Customer Name : Rakesh RAMACHANDRAN

Customer Email: [protected]@GMAIL.COM

Rental details

Pick-up Location: Abu Dhabi - International Airport

Pick-up date: [protected]:00:00

Drop-off location: Abu Dhabi - International Airport

Drop-off date: [protected]:00:00

The car hire supplier may ask you to purchase excess insurance at the desk. You should not need this insurance as you are covered if you add our Damage Refund Insurance.

MONDIAL

Insurance Policy

Case Details

Company: Opodo

Customer Care Case Reference: 2386831

Booking Reference: [protected]

When it happened: August 16th, 2021

What happened:

1. On 2 July 2021 - we booked the following return flight tickets with Lufthansa to Munich through Opodo with reference [protected].

London to Munich - Lufthansa LH 2479 Operated by Lufthansa Cityline, Airline reference VBB6NV, 13:50 Thu, 29 Jul London (United Kingdom), Heathrow (LHR)

Munich to London - Lufthansa LH 2486 Operated by Lufthansa Cityline, Airline reference VBB6NV, 17:30 Tue, 17 Aug Munich (Germany), Franz Josef Strauss (MUC)

2. Prior to our departure I called Opodo to bring the return flight forward by one day, to 16 Aug 2021. Opodo confirmed this to me and charged me a fee of £128 for the service.

3. When we got to Munich airport on 16 August for our return flight, Lufthansa informed us that Opodo had not informed them of the change. They also said that this happens quite a lot with Opodo.

4. We had no choice but to pay for new tickets with Lufthansa in order to catch the flight in question.

5. I contacted Opodo on 24 August to ask for a refund of the additional costs incurred. That being the additional flights tickets, baggage add-on as well as the fees for the change that Opodo took from my bank account.

6. For the past 7 months (!) I have been in a constant but very frustrating e-mail exchange with the customer care department of Opodo. The tone is rude, the case officer does not understand the mechanics and duties of their industry. They kept asking me to submit more and more documents in a clear effort to drag this out in the hope that I would drop it.

7. On 4 February I received the following message:

_

Dear Customer, we have escalated your request to the financial-department and it informed us that the passanger didnot have right to have the new-ticket refund as our agent offered you a rebooking on 17/07/2021 as before yor departure.date and you have refused.

So the new.ticket -amount isnot allowed . Regards,

Customercare

8. This reply is factually incorrect, does not address the issue or actually take into account all the evidence presented.

9. It is a very clear cut case where Opodo is at fault for having charged a fee to amend the return date of a flight but failed to pass this in to the airline.

10. The refund I am seeking is: £526.13 for the new tickets, baggage and the fee of £128 charged by Opodo.

11. I have also tried to get through to Opodo by using the web service 'Resolver" but have had no reply to my e-mails and have escalated it to the highest level possible but received no response at all.

Timeline

Day 1 - 08/02/22

email sent 18:02 GMT:

"Ticket problems"

Day 15 - 22/02/22

email sent 16:02 GMT:

"Re: Ticket problems"

Day 23 - 02/03/22

email sent 12:03 GMT:

"Re: Ticket problems"

Day 29 - 08/03/22

email sent 14:03 GMT:

"My complaint"

Anna-Maria Pilati complaint against Opodo Travel Agents case [protected]

Anna-Maria Pilati complaint against Opodo Travel Agents case [protected]

back to complaint details back to timeline

EMAIL

sent on 08/02/22 at 18:02 GMT

attachments:

4993056-Opodo_Claim_LH_Aug_21.pdf [application/pdf]

If you are unable to open any of the above links then you can open the file directly from the files/sent folder contained within this zip.

Ticket problems

Dear Sir / Madam,

I am writing to you to raise an issue about a refund request.

The issue that I have experienced was: 1. On 2 July 2021 - our family of two adults and two small children booked the following return flight tickets with Lufthansa to Munich through Opodo with reference [protected].

London to Munich - Lufthansa LH 2479 Operated by Lufthansa Cityline, Airline reference VBB6NV, 13:50 Thu, 29 Jul London (United Kingdom), Heathrow (LHR)

Munich to London - Lufthansa LH 2486 Operated by Lufthansa Cityline, Airline reference VBB6NV, 17:30 Tue, 17 Aug Munich (Germany), Franz Josef Strauss (MUC)

2. Prior to our departure I called Opodo to bring the return flight forward by one day, to 16 Aug 2021. Opodo confirmed this to me and charged me a fee of £128 for the service which it duly deducted from my account.

3. When we got to Munich airport on 16 August for our return flight, Lufthansa informed us that Opodo had not informed them of the change. The Lufthansa ticket desk told us that they experience this quite a lot with Opodo.

4. We had no choice but to pay for new tickets with Lufthansa in order to catch the flight in question.

5. I contacted Opodo on 24 August to ask for a refund of the additional costs incurred. That being the flights tickets, baggage add-on as well as the fees for the change that Opodo took from my bank account.

6. For the past 5 months (!) I have been in a constant but very frustrating e-mail exchange with the customer care department of Opodo. The tone is rude, the case officer does not understand the mechanics and duties of their industry. They kept asking me to submit more and more documents in a clear effort to drag this out in the hope that I would drop it.

7. On 4 February I received the following message:

5 / 10

Anna-Maria Pilati complaint against Opodo Travel Agents case [protected]

_

Dear Customer, we have escalated your request to the financial-department and it informed us that the passanger didnot have right to have the new-ticket refund as our agent offered you a rebooking on 17/07/2021 as before yor departure.date and you have refused.

So the new.ticket -amount isnot allowed . Regards,

Customercare

8. This reply is factually incorrect, does not address the issue or actually take into account all the evidence presented. I was not offered an alternative flight as I did not ask for one. I made a change for the booking, paid for it but it was not enacted.

9. It is a very clear cut case where Opodo is at fault for having charged a fee to amend the return date of a flight but failed to pass this on to the airline.

10. The refund I am seeking is: £526.13 for the new tickets, baggage and the fee of £128 charged by Opodo.

It occurred on: 16/08/2021

This meant that due to Opodo's failure to communicate the change in return departure date to the airline, we had to spend a fortune on new tickets and had to waste hours in communicating with a totally inept and unqualified customer care team.

An apology and a full refund.

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

Yours faithfully, Anna-Maria Pilati

Booking Reference [protected] Customer Care Case Reference: 2386831

Flat 89,

York Mansions Prince of Wales Drive SW114BN

6 / 10

Anna-Maria Pilati complaint against Opodo Travel Agents case [protected]

back to complaint details back to timeline

EMAIL

sent on 22/02/22 at 16:02 GMT

attachments:

5021013-Opodo_Claim_LH_Aug_21.pdf [application/pdf]

If you are unable to open any of the above links then you can open the file directly from the files/sent folder contained within this zip.

Re: Ticket problems

Dear Sir or Madam,

I have contacted your customer services team with my complaint, but have not yet received any form of response.

Therefore I am following up my original communication in the hope that we can achieve a resolution. As I am sure you understand, the situation as it stands is very frustrating and I would be really grateful if we could move forwards towards a solution.

Yours sincerely,

Anna-Maria Pilati

Flat 89, , York Mansions, Prince of Wales Drive, SW114BN

7 / 10

Anna-Maria Pilati complaint against Opodo Travel Agents case [protected]

back to complaint details back to timeline

EMAIL

sent on 02/03/22 at 12:03 GMT

Re: Ticket problems

Dear Sir or Madam,

I have contacted your customer services team with my complaint, but have not yet received any form of response.

Therefore I am following up my original communication in the hope that we can achieve a resolution. As I am sure you understand, the situation as it stands is very frustrating and I would be really grateful if we could move forwards towards a solution.

Yours sincerely,

Anna-Maria Pilati

Flat 89, , York Mansions, Prince of Wales Drive, SW114BN

8 / 10

Anna-Maria Pilati complaint against Opodo Travel Agents case [protected]

back to complaint details back to timeline

EMAIL

sent on 08/03/22 at 14:03 GMT

My complaint

Dear Mrs Dunne,

I am writing to you in your capacity as Chief Executive Officer at Opodo to complain about a grave issue with your customer services team.

I have been working on an equity trading floor for 20 years and I can fully sympathise with the stresses and the task overload in times such as the travel industry has experienced.

However, I would expect an issue that occurred in August of last year to be resolved by now.

I have already raised my issue within your organisation directly and through 'Resolver', but I feel that my issue is still unresolved, hence my need to involve you in helping to resolve this problem.

As I am sure you understand, this is now becoming very frustrating as I do not feel that the responses I have received match the expectations I had from your organisation.

Yours sincerely Anna-Maria Pilati

Ref: [protected]

Address: Flat 89, , York Mansions, Prince of Wales Drive, SW114BN

9 / 10

Anna-Maria Pilati complaint against Opodo Travel Agents case [protected]

10 / 10

opodo original booking ref [protected] no email from opodo about change in flight new detail now

Airasia PNR:P2L7VP

PAX: johnson/robert//quimpo/janet

Original:

KLO-MNL

Z2714

2022/03/28 22:25:00-2022/03/28 23:30:00

Rescheduled to:

KLO-MNL

Z2716

2022/3/28 16:30-2022/3/28 17:35

this flight is no good for me i try to request cancel flight and put money into Airasia travel fund neither Airasia or Opodo will let me do this. Impossible to contact either companies by email only by those stupid useless robot bots

regards Robert Johnson email [protected]@hotmail.com

I paid $684 for flights. I have was told I would get a credit as the flight was unable to be made due to covid I have been calling for nearly a year to rebook flights. I continually am told they will get back to me, either transferred and hung up on or put on hold and left on hold for hours. Qantas confirms I have an open ticket to rebook yet Opodo do not do it so they have taken my money with no service.

I have made a request to change some passenger details on a flight. You cannot call and agent as the message is that your call is not close enough to the departure date, yet I have 6 days to go. Their chat/message line replies with the same message, please wait 24-72 hours and we will email you. No email ever comes. Worst customer service. I will NEVER book with Opodo again.

PLANE PARIS TO PUNTA CANA

Saturday dec 11 2021 - Thursday dec 23 2021

Reference reservation Opodo : [protected]

Reference company plane : Q55SJ6

INCLUDED HOTEL

Be Live Collection Punta Cana - All inclusive

Cabeza de Toro 23000 PUNTA CANA

Reference reservation : [protected]

Room 1 : Superior Deluxe Swim Out

Why this platform still exists? How can you proceed with a transaction without offering an invoice? This is so illegal!

I purchased flight tickets using my company's credit card. It was my first time using Opodo, and I was "delighted" to save a few euros. I had no idea that once the confirmation was received and the money was deducted from my credit card, I would not receive an invoice... Despite the fact that I made numerous demands for evidence of payment, no one responded.

This should not be normal . Every service you receive in our world comes with an invoice or receipt.

This platform should not exist, and I can't believe no one has taken legal action against Opodo to correct this.