Travelgenio
reviews and complaints

Flight cancelled by Virgin Atlantic in July 2020 due to Covid. Wrote to the travel agent Travelgenio Madrid ES on 3rd July and requested refund. Asked to be patient by Travelgenio. I made further written requests in August, September, October, November, December 2020 and January 2021. Each time ive been asked to wait. I have been patient due to Covid and not taken immediate action as i wanted to help the travel agent. It is 6 months now since my first request and i feel it is far too long and in breach of the law, particularly the EU Boarding Regs which i have quoted extensively.
I therefore request that the money is charged back to my card

I bought 2 fly tickets from Travelgenio website in Feb 2020.
The flight (May 10, 2020) was canceled by the flight company (Air India) due to the covid-19 virus.
Until now (March 2021!) I didn't receive the refund! Although they confirmed that i'm entitled to a refund.
20 days ago they finally told me that within 15 days I'll see the money in my bank account.
Today they told to wait another 15 days.
I'm speechless.
Don't use their services! I'm begging you!
Shame on you travelgenio!

I've tried to phone up their customer support and send emails to their inbox and I keep getting hung up while I am on hold and I receive no replies to my emails

We were scheduled to go to Malta, Europe on a holiday back in June 2020 and due to the restrictions due to the Covert virus our flights were cancelled, We were to depart from Manila, Philippines to Malta. As soon as I was notified by Travelgenio that our flights were cancelled, I requested to get a refund on the airfares and that was in June 2020. For the past 4 months, I have been sending the Travel agency ( Travelgenio ) several e-mails to check on the airfares refund and not a single reply received from them. I ran out of other options to contact Travelgenio because I also sent a register mail to the corporate office and also called and still did not hear from anyone.

Customer service is horrible, there's never a manager you can speak to, they dont refund customers in case something happens. Customer service agents will hang up the phone on you as it pleases them.I am currently expecting a refund from them and never will i ever recommend this agency to anymore.

Travelgenio keeps charging more and more for asking for ticket confirmation. They have on escalation team or manager you can reach out to. They are a scam and they don't help you get the changes done. They keep changing the reason for additional fee and never send you the updated ticket. Please help us get the updated ticket as they keep asking for more money every time and never send us the ticket?
Thankyou

I booked a return flight from Dublin to Calgary Canada with Westjet airlines, I have emailed westjet airlines and they confirmed that they refunded my flight directly to Travelgenio, but they have not refunded me.

Airline booking reference WS/ZQALZN
Flight; WS 5 Westjet 15/06/2020
Depart; Dublin @ 13.00
Arrive; Calgary intl @ 14.28
Return

Flight; WS 6 - Westjet
Depart; Calgary intl @ 19.50 on 28/06/2020
Arrive; Dublin 10.55

1/22/2021, [protected]
I called to change the dates of my ticket, which I was told would cost 50 Euros plus any flight difference in cost, but the first representative told me she could not make the changes and I must call back in ten minutes to speak to a supervisor. I called back in 10 minutes and spoke to another agent who told me that supervisors were not available by phone and can only be reached by email. I told her about my need to change the dates and she told me, like the first agent, it could not be done by their system and I had to call the airline directly. I called the airline directly who told me it was not possible for them to make the changes and the agent is entirely responsible to make the changes since they booked the ticket. I called Travelgenio back to tell them the airline cannot make the changes and they were solely responsible per the airline. The agent, David, told me he could make the changes with fees and penalties amounting to over $500! He proceeded to send me the link to pay the penalties and told me call back to make the change and ASSURED me it would be approved for the flights I wanted. I called back after paying the new additional penalties and they are now not answering and I have been on hold for hours on an international call. I am disgusted at their blatant disregard of honesty and unprofessional service.

Hi, I got a refund confirmation email from you. You asked me for an EU account, but I don't have an EU account. I want a refund with the credit card I paid for. But I can't tell you this to customer service. Please convey this to the customer service center. I hope to receive a reply to this by email. Thanks.

[Booking # KVAPR6]
e-mail : [protected]@hanmail.net

I was overcharged on my purchase against the displayed value in the payment page and actual amount that was charged in the transaction was higher. I have no way of contacting customer care.

Displayed on payment page INR51203
Charged on card INR59375

[Booking # KVAPR6]
[customer# [protected]]
Reservation cancellation date: 12/09/2019

- Hi, I have not refunded the cost of the canceled ticket.
- In your last reply, you said that if you send the documents, you will get a refund.
- I sent the papers and waited. But there was no refund.
- I send the documents again, so give me a refund

[ Last e-mail Content ] Creation time : 3/16/2020
------------------------------------------------------------
Dear Mr./Ms. Meang,
Thank you for contacting our Advanced Support Department and sharing your comments with us. The feedback of our customers helps us to improve our products every day as well as the customer care provided.
We are writing to you regarding your booking KVAPR6.
In reference to your query regarding the status of your refund, we would like to inform you that the refund timing depends on the airline.
At Travelgenio we proceeded to cancel the booking and manage the refund request to the airline right after we received your request. From this moment on it is the airline that must authorize the reimbursement. Therefore, the refund of the amount will be made when it is authorized by the airline.
Being quite a long process, the refund can often take some time.
However, the refund has been already made by the airline, but we can see that you have made a complaing through your bank and so, we can not proceed with the reimbursement until the closure of this issue will be officially made.
In order to proceed we kindly ask you to provide an official statement signed and stamped by your bank informing about the closure of this matter to process the reimbursement into the same payment method used during the booking process.
Waiting for your instructions.

Regards.
--
Javier
Advance Support Agent

I booked a flight to London - Prague through Travelgenio on 26.12.20. The flight is supposed to take place 15.02.21

Travelgenio booking number: [protected]
Booking code: VB3VX3
Date of incident: 6.01.21 - ongoing

Following the national lockdown in the UK and some personal circumstances I will not be able to travel. Thus, I wished to cancel my ticket and get a refund due to the COVID impact. I had also purchased the relevant protection policies, including COVID-related ones.

I tried to do it through their website to which they responded I need to do it via the airline operator, British Airways (BA). BA said since I booked it through a travel agent and not with BA directly, the agency is responsible for the refund. I've tried to correspond with their customer services (which are very difficult to access since there are very little means to contact them and even more difficult to get through).

They first responded to me in French, although all previous communication has been in English. When I asked for a legible response in English, they sent me an email which was confusing, did not clarify my situation and frankly had very little to nothing to do with my request. After I replied explaining my situation in great detail and asking for clarification, they sent the very same response to me again (the one that was irrelevant and made no sense). I have attached screenshots of the emails (my personal email blacked out for privacy purposes; I can also forward them or send them as .pdf).

Given the difficulty to engage with their support services and their incapability to understand and appropriately respond to my request, I am concerned that I may be a victim of scam or fraud via Travelgenio.

I had a reservation for a flight from Korea to Japan on the 29th of December, 2020. Unfortunately, two days before my trip the government of Japan banned entry of foreign nationals due to the rise of Covid cases. Since I was not going to be allowed to board I asked for a refund, losing more than half of my money in penalty fees. Quite unfair since I didn't cancel on a whim, but they replied that since the flight wasn't cancelled per se it was none of their business. Buying directly from the airline is slightly more expensive but they all accept changes free of charge and provide total refunds. In these uncertain times I recommend everyone to avoid this cheap ticketing companies. In case of any changes you end up paying more than if you had booked directly with the airline. Beware

On July 20, 2019, on the Travelgenio website, I have purchased a multi-city ticket for the schedule from April 29, 2020 to May 8, 2020 (Booking code: R7FHGW).
On March 24, 2020, I have received an email from Travelgenio about cancellation and refund of COVID-19-related tickets.
When I checked directly on the airline website in April, all tickets had been automatically cancelled without prior notice.
Since July 18, 2020, I have exchanged e-mails with Travelgenio several times, but there is still no refund, and there is no answer as to when to give the refund.
I think I've been scammed, so I'm preparing for a lawsuit.

My bookings with Travelgenio codes 33istl [protected] was booked, then confirmed
then a few hours later charged to my credit card and tickets issued, now
Travelgenio is asking for 258 dollars more. I want to cancel this.
I keep calling Travelgenio with no success. Unable to get through. I tried
to cancell reservation via web..it crashes.. worst night with this company.

I had problem with the payment method and I sent several emails to the customer service email but I did not get a response which makes me so anxious. I reserved a flight that departs on next Wednesday, 30 of december. I was about to pay for my tickets, but I had problem with my credit card so I decided to try with another one. However, the website did not let me to pay with another credit card because the card was already been registered. So I contacted to customer service but I have not got a response still.
I am truly disappointed about this payment method and how this company does not respond to the complaints and emails. So I am asking to cancel my reservation.

My reservation code is: [protected]

I have with them 5 phones each call almost 1 hour leave me on hold and all of this for changing my ticket time and i have five days now without any change and they charged me for $150 each passenger although the tickets are same price at the new date and suddenly each time the line cut out it is such a fraud don't book any ticket from them

I have not received my refund for a trip cancelled due to Covid from back in the spring. I was told in an email I would receive a refund 6-8 weeks back to method of payment. It is now 7+ months and NOTHING. Spoke to rep and he wanted my bank account information for deposit of refund. NOT happening as I did not pay for trip this way. I got cut off and called back 4x to which I got cut off every time.

My bookings with Travelgenio codes L5WV57 & L7QNGL were booked last year and canceled due to COVID-19.

I have contacted the Middle East Airlines and raised a dispute against them, and was able to get a release of the full amounts paid for these bookings through Travelgenio 2 months ago, however, Travelgenio didn't transfer back my money to my Credit Card, and also my bookings have stopped appearing in their website, I'm receiving this email when I try to access My Trips: We have not found any reservations with this email address.

I have also tries to call Travelgenio on their US phone more than 13 times but was unable to reach any customer service agent.

I reserved five tickets on French Bee through Travelgenio on May 8, 2020 from San Francisco to Paris. (Purchase Request: 179826683; Booking ref. AQERJO) On August 12, I was informed by French Bee that the flights were cancelled and I could apply for vouchers before Aug. 31. I did apply before that date (I saved screenshots of the applications). French Bee sent me a note on Sept. 17 telling me to apply to Travelgenio. I called TG's U.S. number and they told me French Bee is responsible for the claim. I filed a claim with the DOT against French Bee because I could find no other way to reach them. They just sent me a reply again denying the claim. I tried in Nov. and again today to reach Travelgenio in the U.S. and Spain. Their U.S. no. has been discontinued. Their Spain number requires me to enter my booking ref. When I do, it refuses to recognize it and hangs up after three tries. Their customer service link requires me to provide an email. It sends a message to that email saying "We don't recognize your email" with no link (this is the same email I used to make the original reservation). I am losing over $2500 on these tickets and don't know what to do but possibly file another DOT complaint against Travelgenio this time? Any recommendation you have would be most appreciated. I have copies of emails, complaints, ticket confirmations, etc.