Opodo
reviews and complaints

Opodo Error in Flight transfer
Booking Reference [protected]

The flights I originally for 6th February to 10th February 2020 included 1 Extra 25kg Bag plus I selected my seats.
The email dated 13/01/2020 at 17.53 pm confirmed, this and I then realised that these dates were incorrect.
I telephoned OPODO and was told that it would cost £150.00 to change the flight dates to 6th March to 10th March, which I agreed and paid.
I was told that the accommodation I booked for the 6th February to 10th February could not be cancelled. However I phone the Maritim Hotel in Nuremberg who told me that the accommodation can be cancelled and the date change would be acceptable, but this had to be done by Expedia who actually booked the accommodation so te accommodation was booked with OPODO, who passed it to E Dreams, who then passed it to Expedia Reference Number [protected]?
I decided not to change these dates for the accommodation.
I then received an email with my flight Travel Document on Tuesday 14th January at 05.46am:
"Travel Document" itinerary@amadeus.com
After checking this on the 15th January, I realised that the Travel Document did not show the extra bag of the seats I had chosen, which should have been transferred by the assistant, and he never mentioned that this would not be included.

I telephoned OPODO on the 15th January and the assistant (a different one) told me that this could not be done?

Therefore OPODO are in breach of contract and the 2 options are:-
1. OPODO add the 1 extra bag to the new flight details which must be for all flights and re-instate the seats I had chosen and paid for originally.
2. I void the payments for the Flight's and Accommodation with my Credit Card Company as OPODO are in breach of contract.

I will also send this information to RIP OFF BRITAIN at the BBC and enter this on Trade Pilot https://www.trustpilot.com

[protected] ( booking reference )
Emma Margaret toplak
Flight from Hong Kong to Zurich Wednesday 14 august

Please update me immediately on the status of my refund for this leg of the journey . I have been back and fourth with your company since august and nothing has been done!
I was unable to board my flight due to the airport being closed down because of the riots in Hong Kong, although the flight left, I was not allowed to check in or go through security .. you will find those who got one the flight were already in transit .

I have been reimbursed for my hotel and food etc from Cathay Pacific, this was done last august.. I don't see how it could take your company so long to do a simple refund for my flights!

I was. informed by opodo that my case was being treated as urgent and that my refund would be made, id hate to know how long people have to wait when it isn't considered as urgent..

your company is absolutely disgraceful ! I have been so patient and understanding, and yet your company has taken advantage of my kind approach to the situation which should have never been an issue to solve .
your company was extremely happy to take my money, and yet your having trouble parting ways with money which is rightfully owed to me!

Cathay Pacific reimbursed me almost immediately for hotels, taxis and food, yet you can't have the decency to refund me for my flight which I was unable to take due to the airport closing down

I booked flights in March 2019 from Townsville (TSV) to London Heathrow (LHR) via Brisbane (BNE) and Dubai (DBX) on Tues Dec 10 2019 with my wife and 2 children to visit family and friends over Christmas. For easy reference, the flight timings are as follows:
Tues 10 Dec - TSV to BNE 1640 : 1830hrs
BNE to DBX 2055 : 0530hrs +1 (Wed 11 Dec)
Wed 11 Dec - DBX to LHR 0940 : 1350

I received an email on 14 November 2019 stating there had been a major schedule change and that I had to contact Opodo within the next 48 hours. I obviously contacted Opodo via telephone immediately and asked for an update. I spoke with an operator who told me that the flight out of TSV had been cancelled and as a result, we were being put on a later flight at 1915hrs. I quickly explained that a later flight was not an option as we would not make the connecting flight in BNE to DBX. The operator then said I would have to be transferred to the Cancellation/Amendment dept. I then spoke with an operator in this department who said exactly the same thing to me about the later flight of 1915hrs to which I explained the exact same thing about the connecting flight to DBX. The operator seemed to understand and said it would take 48 hours to resolve and that someone would phone me back.
I waited a few days and because I had not received any correspondence, I phoned Opodo for another update. The operator said that the flight from TSV had been cancelled and we had been put on the later flight at 1915, to which I tried to explain the later flight was not an option as we would miss the connecting flight. Basically nothing had changed and I was having the same conversation but with somebody else. I was then passed onto the Cancellation/Amendment dept again and had the same conversation with somebody completely different! I was then told it would be resolved and take 48 hours. I waited another 48 hours and heard nothing back so I phoned again. At this stage I will save the time and effort of typing and reading but in short, I spoke with 2 different operators and had the EXACT same conversation. Later Flight which would result in us missing the connecting flight!
I waited until the following Monday and phoned Opodo AGAIN and had the same excruciating and frustrating experience. 2 different operators from 2 different departments telling me the EXACT same story.
The final straw was the following morning I received an email from Opodo saying that a full refund would be offered as they were removing us from all flights! We had booked these flights 8 months previously and the whole family was so excited for the trip and we were facing utter disappointment just 3 weeks prior to us flying. I immediately phoned Opodo and expressed my utter displeasure at the latest development and that I was not prepared to accept any kind of refund and that we needed to travel home. I finally spoke with someone who seemed to understand the situation and after another marathon phone call lasting upwards of 1 hour, I was assured it would be resolved. I was still unconvinced but that evening when checking my emails, I received an email from Opodo saying the flights had been confirmed. Unbelievably when I checked the details, they were ALL EXACTLY how they had been in the first place! I had spent over 7 hours on the telephone, spoke with at least 8 different operators who kept saying it was the airlines fault for cancelling and that they would resolve it and let me know within 48 hours. None of whom ever did. No-one ever contacted me back and nothing was ever resolved. I had several sleepless nights about if we were ever going to make it back to the UK, We had hotels and hire cars booked and I was potentially going to lose hundreds of pounds. All for my flights to be the original ones that had been booked in March, some 8 months prior. On one hand I was extremely relieved to get resolution but on the other hand so annoyed and frustrated that I had to endure so much stress over something so simple to rectify. I have never used Opodo before and after this experience, I doubt very much that I will again in the future.
I eagerly await your reply.
Malcolm O'Keefe

FTAO OPODO, EXPEDIA and BOOKING.COM

I would like to report on an episode with OPODO.

on 25th November 2019 I booked a hotel in Saigon from 7th to 20th January. I got a confirmation email to say that it was booked and paid for.

Around New Year I realised that I wouldnt arrive in Saigon until the 8th and set about changing the booking. I tried OPODO on an ongoing basis for several days. I communicated online, with a bot and even a couple of times with people. It was impossible to deal with the bot and the online booking couldn't be used. This was because they insisted that I should input a 10 digit number and also a pin which they said was on the booking confirmation. But I didn't have either; I had a 13 digit confirmation number. This hurdle was insurmountable for the online application, the bot and the supposedly real agents. The agents did resort to telling me that I was through to the wrong number and would give me other numbers. One number was in Spanish and had no English version while another guy I called after being given his number told me that he couldn't deal with this as it was nothing to do with him. I got the impression some of these numbers were for booking.com especially the Spanish one.
In parallel with this I was trying to get through to the hotel but the number wasn't right. The first time a man asked what hotel I wanted but couldn't understand when I spelled it out and was talking away in poor English. I rang that number again and another man gave me a similar story if wanting the name of the hotel and then not recognising it.
I checked if the money had been removed from my account and discovered it had. It had gone to VDP-TRAVEL EXPEDIA which is possibly based in Mumbai, India. I do believe Expedia puts up to be a reputable company.
I also sent varioius messages, texts and emails to any numbers/emails I could find connected with OPODO and indeed sent one to EXPEDIA. I also tried Booking.com but they denied knowledge.
In the end I was unable to have the issue dealt with. I arrived today in Saigon a day late but not too unconcerned as I had prepaid.
The biggest bombshell was yet to come. There is no hotel at the address given and the premises there is locked up. I had to go book another hotel. That added insult to injury.
I think I should be entitled to my money back and indeed some compensation for this disaster.
The supposed Hotel was
MY XUAN HOTEL,
11, DINH BO LINH STREET, WARD 24, BINH THANH DISTRICT, SAIGON/HCMC

I had the worst experience ever!
It's hard to find the right words to describe how disappointed I am with Opodo company and services.
On 28th October whilst check in at Gatwick airport I was forced to purchase a ticket proven I will leave Indonesia within 30 days, so I purchased a return ticket Denpasar - Kuala Lumpur from Opodo, I've selected the option cancel any time for any reason with a £18(eighteen pounds surcharge), after 18 hours when I landed in Denpasar I contacted your company to cancel the flight considering I was going to extend my visa on arrival, a member of staff informed You could refund £88 which was almost half of what I paid (167, 80).The stress was just at the beginning, on the 28th November I faced the biggest nightmare, I couldn't check in online, at the airport Citylink airline staff was refusing to check my luggage in ( I paid to your company for 50kg allowance) after long time waiting for the airline manager to come to resolve the situation considering 4 member of staff weren't able to help me out, insisting on their system I had just 10kg allowance and to check in 25kg I should pay 1, 600, 000(onemilionsixhundredrupies) which was extremely expensive. They kept saying the manager was coming, but after 40minuted no manager presentes at the desk.I was getting so stressed and having panic attack without finding a solution I grabbed my passport and boarding pass with just 10kg luggage label and walked to the customer service, explained the situation they called the airline domestic flight help desk to seek for a manager, nothing changed, so I passed immigration and when got to the line a crew staff recognised me and shouted there she is! A male staff promptly was facing me and shouting at me "you! Get out of the queue! You didn't pay! We cancelled your flight! Started to push me, passengers were pushing me and screemed call the police officer( was all I wished) to resolve the situation. I told nobody was allowed to touch
me or push me away. I felt worse than a criminal as I was being treated as such. The time was passing, just few minutes before the airplane departure a gently lady was passing by and asked me what was going all, because at this point I lost control I was crying and shaking, I explained to her, she tried to enquire why they were causing me to much distress and inconvenience and they replied she didn't pay, the emails I've showed to them wasn't satisfying as prove of my luggage allowance, 5 minutes before the departure a man "manager" was in front of me with my luggages he took pictures from my emails and followed me to the airplane, I was feeling so embarrassed, everybody in the cabin were looking at me as I was a criminal. Awful!
Day after I landed in KL, I had headache, fever and day after I spent most of the time at the toilet(diahorrea)
I am having trouble to sleep and have nice rest.
Today I should fly to Denpasar, but I didn't recovered from the stress yet.
I am looking forward to hearing from you.
Gisele

I booked flights to New York for Christmas via Opodo. I thought I might have to move my flights so I purchased the "Flexible Travel Dates Guarantee" insurance for an additional 46 euros.

https://www.opodo.com/customer-service/#/change/flight/book-flexible-flight-ticket

It was supposed to be 'easy' but it is in fact impossible, and a scam. They make it seem like you just call up and change, but in fact, you're paying for an insurance policy with a third company.

I called Opodo and they told me that the airline does not accept changes and so I would have to contact the 'insurance company' earefunds.com to rebook my flights. The insurance company, meanwhile, told me that they are an insurance company and cannot book flights and I cannot book my flights until I had a new booking.

I called Opodo back and told them this. They insisted that the insurance company would have to deal with it, even though it is clearly absurd that an insurance company would book the flights.

I asked to speak with a manager and the representative told me that it wouldn't do any good. I insisted and he said the wait would be two hours.

I had to book flights with a different company because of this.

I would like a full refund for the flights and scam insurance policy.

EMAIL FROM INSURANCE

Dear customer,

Since you bought your flight tickets directly through the Opodo website, you will have to contact Opodo again for them to modify your flights.

This is unfortunately not the correct E-mail address. We cannot modify your flight details, which you booked through Opodo.

To see the full conditions of your insurance policy with us, please enter our Eclaims website with your policy number: https://earefund-uk.eclaims.europ-assistance.com

If you need to file a claim please don´t hesitate to contact us here in Europ Assisance.

Kind regards,

Europ Assistance Customer Service

BOOKING REFERENCE [protected]

Hello, am going to sue Opodo if my refund is not paid right now.

I ranged Opodo the morning before my flight departed atall for cancellation and been expecting my airport tax before then because I know my right and was told by my lawyer that my tax would be refunded.
If you want to check them play the recorded conversation on the day of my departure before the flight departure, it was 5.16 and we talked for 38minutes when I told the lady to cancel and refund immediately.
Lastly, if my money is not refunded in 24hours, you will realise the power of a true citizen.

Dopamu Tokunboh
[protected]-Reference

I called Opodo customer service to request confirmation that they would refund me for the Thomas Cook Airlines flights booked via them so that I can provide this to my credit card company to consider refunding the flights instead.

They refused to comply and fobbed me off with 'call back in a couple of days for an update' as they're waiting for news to pass on!? As TCA went out of business 2 months ago, I'm not sure what news they are expecting in 2 days' time.

I have logged a complaint with them directly online. And while I appreciate that these are unusual circumstances, withholding confirmation that would allow me to pursue a refunded elsewhere is very poor customer service.

This was advertised as premium economy seats. I booked. I received confirmation stating premium economy. I tried to reserve seats on the delta website. This showed I had been booked into economy delight on a virgin flight and NOT. Premium economy. I phoned Delta they confirmed this

I spent well over an hour on the phone to your call centre. The first person I spoke to said I was definitely in premium economy. Another told me that economy delight was premium economy. I asked for my money back as it was stated when I booked. I have still not recieved a refund.

Bart TAYLOR-Harris

Opodo Booking reference number: [protected]

Opodo booking made by Hayley Smith - [protected]@yahoo.co.uk

Booking date: 30/09/2018

Booking details: London SEN to Cagliari, Sardinia - Air Malta Flight QTQNE7 - 26/05/19 return Cagliair to London SEN 02.06/19.

Booking cost £759.05

Flight cancelled by Air Malta

Opodo confirmed cancellation and agreed to make refund 08/05/19 (see attachment)

Opodo stated that refund of £759.05 was made on 08/06/19 to card in name of Mr Richard Comerford card number ending 1823 expiry 05/06/19

The card that the refund was made to was EXPIRED and we didn't receive the refund.

Please see attached email from e-dreams/Opodo customer service asking for bank statements to provde that the refund didn't enter our account. We provided this on the 21/06/19. No response.

We re sent bank statements on 10/08/19. No response.

We re sent bank statements on 21/09/19. No response.

We have made numerous calls to the Opodo customer services team who have not been able to give any answers nor are they able to let us speak to a manager to discuss further. Everytime we speak to them they tell us that they have refunded us and ignore the fact that we are telling them that it has not ever been recieved. The India based customer services team do not have the chance to pass us on to a manager to discuss further.

To say we are frustrated is an understatement. The worst customer support we have ever experienced. This company have had £759.05 of ours for 15 months now and we get no where each time we call.

We will have to take legal action as a next step.

Hayley Smith [protected]

I had a flight from DPS BALI to PERTH AUSTRALIA and up until I arrived at the airport - it said my flight was on time... it wasn't until I got to the airport where I was advised there WAS NO flight at that time to PERTH. My flight was actually in another 5 HOURS. I received no email - no update, and I wasn't able to check in online with the airlines so I was totally unawares. Thankfully my flight was later, and not earlier or I would have missed it, however I had to sit in an airport for 5 HOURS for a flight when I could have enjoyed my holiday some more first.

I booked return flights out of Belo Horizonte, a city in Brazil, to another city in Brazil. The total charge was £340 for two tickets, I have screen shots to prove this, but when I received the confirmation email it showed that I was being charged £586.
I called customer services to dispute but unfortunately the young guy I spoke to was struggling to understand what the problem was and after I asked to speak to his supervisor/manager he hung up on me, after lots of "uhmmms" and "ahhhhs" - I recorded the call from my end. Just before customer service hung up the phone, I was told I would have to pay additional costs in order to get a full refund.

As far as I am concerned this is fraudulent behaviour, likely down to incompetence in an I.T. error but it was followed up strongly with human error.

I have spent almost 3 hours dealing with this matter and I personally will not be using this company again, regardless of whatever minor savings they might offer over one of their competitors.

The issue that I have experienced is that I booked flights from London Heathrow to East London, South Africa in February this year, including 'Cancel for any reason' insurance of £44.00. Total cost of flights £982.06.

In April, the airline, Virgin Atlantic, changed all their flight numbers as part of their new financial year reshuffle (I presume). I was given a new flight number for the outward flight, plus a time change of 5 mins. There were no other changes to the actual flights at all. Everything stayed the same except for the flight number of the outward bound plane.  I received an email asking me to phone Opodo urgently when Virgin Atlantic changed the flight number, which I did.  I was given the new flight number BUT at no time was I advised that the flight change now made my cancellation insurance null and void.  This seems to me to be a very dodgy way of conducting your business.

Today 04/11/2019 I have tried to cancel my flight as my health has deteriorated since February and I have been told that it would be inadvisable for me to fly to South Africa.  I was told I couldn't cancel as there was a change to my flight booking. I was horrified. I originally spoke to Vivek at about 14.45pm.  I asked to speak to a Manager but was put on hold for over 30 minutes. I was eventually put through to Vinku at 15.26pm who told me that as there had been a schedule change the 'cancel for any reason' was no longer valid.  There was absolutely no 'wriggle' room in her script.

I am absolutely stunned by this.  How can something that has nothing to do with me initiating anything, cancel out the insurance with no one drawing my attention to this.  If it had been drawn to my attention I would have paid another £44.00 willingly.  But to leave me, from April to now, thinking that I was still covered is criminal.  I specifically took the 'cancel for any reason' especially as I have fluctuating health problems and this offered me a 'safety net' in case of unexpected cirsumstances.  I don't understand how I can be penalised for a change I had no control over.  It never occured to me that Opodo would class this as a flight change when the difference was a changed flight number and 5 minutes.  I feel that Opodo should have drawn this to my attention when they sent the urgent email asking me to contact them.  This did not happen. 

I am so unhappy about this that I am also sending a complaint through Resolver, in association with Money Expert.com.  If no satisfactory response is received I will be contacting the media and review sites about the totally misleading way Opodo is extracting money from its clients without advising them of all circumstances when the insurance won't be paid out.  The phrase 'cancel for any reason' is not the descriptor it seems to be and is exceedingly misleading.  I wonder if anyone ever gets refunded after taking this out.

I would be exceedingly grateful if this could be looked at and the refund that I am entitled to, as sold to me by Opodo originally, be agreed and processed. I look forward to your prompt and positive response on this matter. 

I booked flights online with Opodo on the 11th August flying on the 13th June 2020 from London Gatwick to Calgary returning from Vancouver to Gatwick on the 27th June 2020
Which I paid in full. Then the 24th October I received an E-Mail from Opodo saying there had been a modification of an airline change and to contact them which I did, after numerous phone calls they told me they would send an email to Air Transit Canada for alternative flights and I would hear within 48 hours to which I have not heard nothing back & after numerous telephone calls I am still none the wiser can someone please help me resolve this. Email Address is noreen.[protected]@sky.com

I purchased a flight with Opodo with the cancel for any reason guarantee which cost an additional 18 euros per person. When I did try to cancel I was waiting on the phone for hours at a time and no one called me back. In the meanwhile the flight company, Thomas Cook went into administration and i lost all my money. I want Opodo to honour the service I paid for and refund the money. Seeing as I can only get a percentage of the flight money back and taking into consideration the 36 euro I paid for the guarantee, this will actually be a very small amount for Opodo (less than 250 euro) but a lot for me

So I've purchased "flexible dates" product from Opodo. Here's some proof (it's a translation to English from Deutsch).

Here is a page that describes the 'Flexible Reisedaten' product and how to avail.
https://www.opodo.de/blog/flexible-reisedaten/

Despite paying for this service, there is no option online to make this change. The only way to make a change according to Opodo is to call their Indian 'bodyshops' which only train their agents in scamming and legally upholding their scams. I have been on call with these guys over the last 4 days and they refuse to acknowledge my Order (I have a valid booking number).

My issue, despite the purchase and the invoice, these customer service thugs, consistently deny that I have purchased any flexible ticket. Refuse to acknowledge my invoice and quite frankly only know how to talk points from a script without the ability to 'listen' to a customer.

So I paid but will be unable to change my tickets, each day I delay in getting this resolved, the flights get more expensive. I need to get in touch with Customer Support but there seems to be no functionality to. Denying a customer service when they paid for a product in 2019 is just disgusting!

I booked a flight to malaga with opodo. My flight came with a free 23kg baggage. I rang opodo and spoke to one of their colleagues who confirmed that my flight did come with a free 23kg bag. She stated this twice to me over the phone.
I did not think anymore about this until my return to london on the 5th
october 2019. As i checked in my 23kg bag i was informed that i did not have any baggage booked on my ticket!
i reluctantly paid 150.00 euros in order to enable my luggage to go in the hold.
I was devastated, especially after opodo confirmed that i had a free 23kg bag.

As soon as i came back i submitted a complaints form to ba, im yet to recieve a response, i then called opodo, in order for them to trace the recording of their staff confirming the free luggage.

I called yesterday and it was verified by one of opodos colleagues that it was an error by their staff, which i paid 150 euros for, when it was an error on opodos behalf.

I therefore request a full refund of the costs incurred to me.
Thank you.

Regards
bina devi jeetoo

I tried to change the date of my flight which I booked with Opodo. For 9 days I contacted Opodo every day, via phone and Facebook. Every day I spent around 2-3 h waiting for someone to help. I was promised that Opodo will contact me within 72 h, then 48 h, then 24 h. I was promised the airline will contact me within 2 days. I was charged for flight change 3 times. I spoke to around 12 different customer agents. I spoke to supervisor, then to manager. I was ignored many times, and agents hung off when i was waiting for reply. I was advised to contact the airline, though Opodo was my travel agent. And all nothing. Opodo was not able to change the date of flight for 9 days. At the end I made one more effort and contacted the airline, only to learn that Opodo never contacted them regards my flight change. I feel disgusted by this practice, especially that I didn't expect this service to be free, and I wanted pay for it. My flight was never changed just because ... i wish to know the answer. Never will book with Opodo again, I don't event want to remember this name.

We called several times the international hotline and talked to many different people who were REALLY hard to understand due to hteir accent and the line. We spent a massive amount on several phone calls, just to be hung up on.

We had these simple questions which your call center agents could NOT answer:

1: What is the amount to change the date of flight?
2: How much is covered by insurance?
3: What other fees/penalties are due?
4: Up to how long before the flight (which is THIS THURSDAY!) do we need to cancel/rebook/change flight dates?

all prices in EUR and booking ref is: [protected] email: [protected]@gmail.com

We expect IMMEDIATE SOLUTION AND RESPONSE TO OUR QUESTIONS!

I bought a flight ticket from Opodo in May 2019 heading from Cairo to London and back on the 4th of july with booking number [protected] This was a refundable ticket, it was expensive because it guarantees a 80% money refund under any reason in case I cancelled the ticket at least 24 hours before the flight.
Unfortunately, I got rejected from the British embassy and I couldn't have my visa, I contacted the customer service for a full refund as it's a visa issue and they asked for the refusal documents which I sent immediately and they replied with an email that after contacting the British airways, I'm eligible of a refund. And that I just have to call them to confirm the way of refund. This email is dated June 17th, 2019.
Prior to the flight with more than 48 hours, I called Opodo and I got into a one hour and a half talk with an agent that asked for every single document that confirm my visa refusal and I provided them immediately, he sent me an email confirming that the ticket is successfully cancelled and another one stated my refund amount and that it shall appear in my account within 30 to 90 days. This was on July 2nd, 2019.
Through these 90 days, I contacted the customer service several times to check there's no problem in the process, I even called them and they told me there are no problems, I just need to wait. It happened I also sent an email and Opodo replied that I just need to wait for the 90 days. This email was dated September 19th, 2019.
After the 90 days passed, I contacted another agent from the customer service who arranged a call with Opodo customer service, and the agent who called me started everything from the beginning, He told me nobody did anything and that he needs the visa refusal documents. I provided him everything from the beginning when he suddenly told me" Ma'am you'll not have any refund, the documents are not enough". I tried telling him that my ticket is refundable anyways and that I have a confirmation email of the amount of refund I shall receive but he was very rude and told me you'll receive nothing. This was on October 3rd, 2019.
Then I asked him that I need to escalate my case, So he put me on hold and came back with an offer than he will only refund less than 80% from the ticket. Desperately, and after he told me that I cannot have the full refund, I agreed. He confirmed with me that he processed the refund and that I will find the money in my account within 10 working days and sent me an email from Opodo with the same content. And He added that I should not call again.
Another 10 days passed, nothing happened. So I tried contacting the customer service through the messenger again, the agent was so surprised and told me that the refund was never processed. I asked him what I should do, he told me I arranged a call for you with top priority, they will come back to you within 48 hours. And as usual, 48 hours passed and no one called.
I have all the supporting documents