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4.0 1315 Reviews

Travelgenio Complaints Summary

967 Resolved
338 Unresolved
Our verdict: You can expect a very good level of service from Travelgenio. To navigate their system effectively, thoroughly understand their service scope. Check online forums and review sites for others' experiences. When contacting customer service, clear and concise communication can help resolve your issues faster.
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3:23 pm EDT
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Travelgenio unethical behaviour

Warning: do not use travelgino
I booked a return trip with them from shannon ireland to denver colorado. On my choices was shown shannon to new york, a 4 hour stop over and then new york to denver. On the way back there was a 2 hour stopover in new york. I knew exactly when I was flying out but wasn’t sure of my return date, I was going for 8 to 10 weeks. When booking I was given the option of paying an extra €90/$99 for a flexi ticket encase I needed to change my dates. I chose to pay this extra so I would be able to change my return date if I needed to.
When I made the booking and paid my money I received an itinerary which showed that on the return journey there was a change of airport in new york, I was landing in jfk airport and flying out from la guardia airport. This gave me only 2 hours to collect my bags in jfk, find my way to la guardia and check in and go through security! Not possible and that’s assuming the flight from denver is not delayed, which was a very strong possibility.
When I discovered this I rang travelgino and asked for this to be changed. I spoke with a very ignorant agent who told me I had booked the trip now and there was nothing she could do about it. I decided to live with it as there was a strong possibility I would be changing my return dates anyway.
As it turned out I did need to change my return date and thought since I had payed the extra €90/$99 it would be straight forward. I rang travelgenio went through all the security questions etc. And was put on hold for 15 minutes after which I was disconnected. I rang back, got a different agent and went through the whole story again and again I was disconnected after a lengthy hold. The next time I rang back I explained to the new agent I was being disconnected by their agent and asked if I was disconnected that he would call me back, he said he would but of course he didn’t. The next day I called again and was promised a call back in 5 minutes, of course no call back. The following day when I spoke with another agent I was told agents cannot call back as they have no outgoing lines available to them. I was then told there would be an extra charge of €540 to change the return date. When I explained I had paid extra for a flexi ticket I was told that it was not valid after I had left ireland. So the flexi ticked turned out not to be flexi.
In this one trip I have 4 issues with travelgino
1. I paid for a trip from shannon to denver and back again, however that is not what I got as I had to pay $60 taxi fare from jfk to la giardia.
2. I was not given enough time to make my connection from one flight to another (Luckily my changed date gave me two and a half hours to get from one flight to another), I got to the gate just as it was closing.
3. I was scammed by false advertising out of €90 for a flexi ticket which turned out not to be flexi.
4. The representatives at travelgino are ignorant and very unhelpful.
My advice is do not use travelgino, they are con artists, scammers and so very unhelpful. Don’t put yourself under severe stress by using them. Avoid at all costs.

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3:19 am EDT
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Travelgenio flight cancelled, no refund received - it has been almost 3 months

I booked a flight from Russia to India with TravelGenio in the beginning of June. My flight was canceled, they could not give me another option to change the flight so they told me that I would be refunded.

Almost 3 months have passed, I sent a couple emails to them they keep telling me "they are working on my refund". But no deadline, no updated status, nothing.

I`m really disappointed with whats happening.

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Babett
, GB
Jul 16, 2019 7:39 am EDT
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I booked a flight from Cusco to Lima on 26th April. Avianca canceled this flight. I asked for a refund, but nothing happened so far. :-(

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Ozoda Ruzieva
, GB
Jul 08, 2019 3:29 am EDT

customer.[protected]@travelgenio.com the address does not exist and the phone number makes you wait and cuts off.
FRAUD!AVOID
Opening hours:

24/7 customer support by phone.

On 24, 25, 31 December and 1 January our customer service is available via phone from 10 am to 10 pm (CET/GMT+1).

[protected] (£0.04 price per minute)

(+[protected] (international calls)

(+[protected] Fax

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1:54 am EDT
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Travelgenio flight ticket from abv to dus on 21/08/2017

I had issues at the airport and could not board my lufthansa flight headed to Dusseldof. I kept calling travelgenio for assistance and they could do nothing to help. I lost a booking of 818 euro because of the incompetence of this travel agent. I would not advise anyone to use them.

I asked for a refund but i was only advised that I can get 86 euro out of 818 euro.
my booking code is KDRHWE

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4:20 pm EDT
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Travelgenio I have made a booking through travelgenio but the sequence of name is different

I made a booking to travel to germany through travelgenio, but the sequence of name is different from the passport, i.e first name is last name and last name is first name. Everything is right including the spelling, except the order. I contacted the airline and they asked me to contact the agent and ask them to drop an email to the airline. I have tried to contact customer service but i was not able to reach them, get in touch with on giri.[protected]@gmail.com.

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5:11 pm EDT
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Travelgenio flight change

On the 12th August morning 2017, a passenger with booking code: LS3PE4 missed his flight from Dar es Salaam, over Nairobi and Amsterdam to Austria- due to an accident on his way to the airport.
His flight was being suspended.

Try 1:
two different ladys answered my first calls, whereby one sayd that the airline does not allow changes of the dismissed flight, another was ready to change it. The connection broke.
It took me about 10 tries to finally reach somebody in the call center who was verbally assuring me, that the flight can still be changed and the passenger can leave the following morning at the exact time. I was promised to get the ticket after one hour. I informed the passenger about the change and he stayed at the airport. After almost 2 hours I got this answer by the person who promised me different: -- Dear Ms Schleichir,

We regret to inform you that Kenya Airways has refused to accept the
reschedule.

In a first contact with Kenya Airways we were informed that the ticket allowed
changes even in the event of a no show.

Unfortunately, when we tried to confirm the change with them, the system didn't
allow the change. We contacted them several times just to be informed that the
fare doesn't allow changes.

We have given the order to refund you the 585EUR paid for trying to make the
change. You should receive your money back on the same card used for the
payment on Monday morning.

We are truly sorry about this situation and apologize for any inconvinience
caused.

Kind regards,

Me again: here you see that different people in the service saw different in formation in the system within one hour. How is that possible? One believes he can help me, the others can not?

Try 2:
On monday the 14th it was proven by police report, that the passenger really had an accident. On Tuesday 15th finally the KQ changed the status of the flight to open and after calling about 3 times and being told off two times, one person again saw the open status which the others saw not-and she started to change my flight, again with the words "you flight has been changed and is being processed now, you will get the ticket today"- the email i got the same day was following:

Dear Ms Tuyangine,

In response to your request we have indicated that the course of today, you
will have your plane ticket:

KQ 489 18AUG DARNBO 0345 0505 KQ 116 18AUG NBOAMS 0755 1540 KQ1847 18AUG AMSVIE
1715 1905 KQ1838 09NOV VIEAMS 0655 0900 KQ1571 09NOV AMSDAR 1015 2245

Regards

Daniela
Customer Service Representative
Travelgenio.com & Travel2be.com

me again: What she sent me here is not a ticket and not anything what I could understand. When I asked for explanation I got no answer. i was not sent any payment confirmation eighter. Today, the 16th I called again, being hold for over 20 minutes in the line after every question. I was told that finally the KQ did not agree and the flight is dismissed.
I DID NOT GET ANY "CHANGE NOT AUTHORIZED" MAIL, nothing! Also no promise for the paid amount to be refunded. I HAD TO FIND OUT MYSELF.

Try 3:
Clarification: As I asked the lady for clarification and to talk to her supervisor, I was told "Yes" and kicked out of the line- not surprising after all...

Until now i dont know what happend to the money i transferred last for the second change, i spent a lot of money hanging in lines of the call-service, every question needed 10 minutes listening to waiting-music, to be answered and every person answered differently-also contradictionary!

I was never treated like this before at any flight and i am flying since 20 years- I also never wrote an complaint before.

How can a customer-oriented company work like this? It is inhumane and absolutely disrespectful.

Overall-summery:
- I was kept waiting for hours all together for simpel questions like looking at the booking code
- I was told contradictionary information
- I was kicked out of the line several times
- i was promised information which was 100% wrong
- i was not sent the information about the second refusal of changing the flight
- I was not refunded my money for changing the flight which was not authorized after all
- I was not answered high priority emails to this matter

I would not recommend this travel agency to anyone and will continuously warn people about it!

if you care at all about your customers, I request a fair answer!

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9:25 am EDT
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Travelgenio flight ticket (m8su6m)

Hi there,
My name is ali aldaffaie passport no: pa4510369. I have booked my return ticket on the 27th of july and my booking code is (M8su6m) dubai-paris-bermingham my full name in the passport is ali al-daffaie
My ticket shows my name as follow
Ali aldaffaie without the underscore (-) between al and daffaie in my last name.
Kindly your advice if that can be an issue at the airport prior to my flight. If yes you are kindly requested to fix it and add the (-) and male it as
Al-daffaie if unnecessary just leave it as its.
Please keep me posted weather it need to be changed or not.

Email: [protected]@hotmail.com

Your assistance in this matter are highly appreciated,

Regards,

Ali aldaffaie

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7:43 am EDT
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Travelgenio travelgenio online booking

To whom it may concern.

My name is Keren Leiman and I am writing this complaint concerning a booking that I made on July 23rd. The booking was for the following flights-
Madrid - Düsseldorf, July 29 15.55, Air Berlin 5333
Düsseldorf - Berlin, July 29 19.30, Air Berlin 6452
I bought the ticket through sky-scanner and it went through without a problem, or so I thought. I received my booking codes (SIDWCV - 8151147) the same as any other flight I had ever booked. When I tried to check in online it did not work but I was informed that there was a problem with the airlines website and that I would have to check in at the airport.
Upon arrival in the airport the stewardess informed me that my ticket had in fact been cancelled and that I was unable to board the flight home. When I called travel genio they had no answers for me. They could not tell me why the ticket was cancelled and suggested it was a problem with my credit card. I later checked the credit card that I had used to buy the flight and it proved to work fine. So if there was no problem with my credit card I cannot understand why you would cancel my flight. I find this unacceptable. This left me stranded in Madrid without any means to get home. The lady at the ticket desk offered that I buy another ticket to Berlin the same evening but that ticket was 4 times the amount of the original ticket and therefore completely out of my price range! In order to get home i had to borrow money from family members and it in the end it cost me 3 times the amount than it would have, had my ticket not been cancelled. In addition, two extra days plus the accommodation I had booked in Berlin were lost. I have received no compensation for
this mess up and am deeply disappointed in travelgenio. I don't believe I will ever book through this company again and will recommend to everyone I know to follow my example.

Regards
Keren leiman.

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10:57 pm EDT
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Travelgenio modify name

2 days ago i booked a Ticket from Tokyo to Bangkok via your websites and I have accidentally keyed my first name under the last name column.

Yesterday I called to your customer service and they said that they will send an e-mail to update the situation within 24 hours BUT finally they did not send anything to me at all.

Would you please answer my e-mail.

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12:21 am EDT
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Travelgenio this company is a fraud. don't book with them

As a company like this can continue working?! It's a fraud, I bought a ticket for my dad back on his first trip out of the country, from Moscow to Havana, He was alone at the airport coming back and when he comes to check he is told he has no ticket, and I was charged the card, And they sent me confirmation and everything, as it is possible that later He had no ticket. How can you do things like this to people?! I hope to have my money back, and I will have it. But the bad time that make one happen and this fraud is inhuman. Do not make reservations with this company, hopefully do not go true all this like me and my family. They should close this company. Is the worst.

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TAMK10
, US
Jan 18, 2019 2:02 pm EST
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Someone compromised my credit card and booked travel on Travelgenio. A coincidence? or they make it too easy to book online?

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10:23 am EDT
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Travelgenio modification of a first name and customer care!

DO NOT USE!
Absolutely no help. We booked tickets 2 months ago and there was a mistake in one of the first name and we called 15 mins after booking to have this changed but it is still not changed!
The flight companies have agreed that the change can be made but that Travelgenio needs to call them directly which they don't do.
My flight is tomorrow morning and nothing has been done yet. I might miss my flight because of them!

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7:12 am EDT
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Travelgenio refund for cancelled qatar flight

I have been asking for a refund for over a month now calling nearly every day. I am put on hold for over 20 minutes at times and when the call is answered the person either cannot understand English or asks me to call back tomorrow as the booking is no longer open. I don't need excuses anymore. Emirates have refunded the money to travelgenio; travelgenio now need to refund the money back to me. If this is not resolved within the next week I will be opening a civil law dispute with a small claims court.

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Aura Carp
, US
Oct 12, 2017 3:19 pm EDT

Hey, has this been resolved? Have you received your refund? I'm dealing with the same problem, sent them a lot of emails and called them but I still haven't received my refund. Just wanted to know if I'll ever get it back or it's just a lost case. Thanks Aura

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Travelgenio flights updated information

Dear Customer service
Warm greeting!

Kindly advice the update for my flights. My BOOKING REFERENCE Z26WWY, My name is Yasmin Nasser. I booked through online a two way flight ticket from Qatar to Egypt but Incase if you don't know Qatar and Egypt stopped all the direct flights between them! which mean my flights has been cancelled or postponed, coz it's summer so it's high season and I would like to arrange for my options from now. Kindly advice the update for the flights and what's my options. I sent several emails to the customer service department with no answer!

hope to hear from someone. thanks for your assistance in advance.

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1:11 am EDT
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Travelgenio where are my paid flights

Please respond asap. This needs immediate attention as our flight is suppose to be in about 18 hours. Money has been taken from my account of $1620.67 for flights to Almaty from Bangkok for 1 July at 10.30 am it hasnt given me a follow up info but the money has been removed from my account. Flights are for Kristine Florentino Rosaroso and Ezra Alexander Hocquard please respond ASAP.

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Travelgenio connection flight

Hi my name is jordan clayton I have booked a return flight from mexico city to perth australia. My flights have been changed on my return with out me knowing and im schedualed to fly from mex city to la with aero mexico 730pm 29 th of june and arrives 930pm lax. My next flight after that is from lax to sydney at 10 42 pm with virgin airlines australia. Which only gives me 1 hour 10 minutes to go through customs collect my bag and check in my bag and go back through customs. This is impossible. I will need for my flight from mex city to la to be changed to an earlier time so I can catch my virgen flight to australia. My reservation code is 6G6ZT8

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4:02 am EDT
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Travelgenio call center stuff and payment system

I tried to book a ticket from your website on 08.06.2017 and your system showed me the please check card info and try again. I was just received my card and I thought maybe that's because your system gave error. After 2 days later when I active my card I book ticket via your website and this time its completed. But for return ticket system give error about card limit and I called your call center, call center guys told me they cant help and hang up my phone twice! But I called in 24 hours after I book the second ticket. They didnt inform me about 24 hours rule which is you can cancel the ticket in 24 hours for 30 euro! Right now I have 2 ticket. T6CW5W and MECG9I. I called agency in 24 hours and they just inform me about first ticket I thought didnt completed they should of inform me like ' its okay you have two ticket maybe we can not see this two ticket like double ticket because two ticket have a different departure but you called in 24 hours so you have a right to cancel second ticket for 30 euro'. They should inform me like that but they didnt please help me!

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Travelgenio fraudulent business practice

Thank God I didn't actually book the flight... the sudden and unexplained markup at the final payment screen was unmistakeable. 30 extra euros on the fare for no explained reason (without including insurance and things I actually did want... the price was just, quite simply and dishonestly, higher than what I had agreed to thus far).
Sometimes the cheaper prices are just a ruse... Be a smart consumer and stay safe y'all!

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Travelgenio hidden cost

They charged $54 extra.
my total amount was $584, when I clicked on pay that amount became $641. How can they do that?
So tried to understand the game they are playing, they show you $584 ($54 special discount) and if you choose VISA (its $0 fee, no extra charge), then special discount go to 0, while processing your transaction it becomes $641 with no extra charge for VISA. So if you would have chosen mastero something card, then it was -$54 discount. How can they puzzle a customer like that. Just be straight forward man.
I STRONGLY ADVISE TO STAY AWAY FROM THIS SITE, WILL INFORM EVERYONE TO NEVER USE THIS SITE.

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Travelgenio payment method unavailable

Hello,
since last Friday June 16 I'm trying to buy a flight ticket from Milan to New York from 17/8/2017 to 28/8/2017 without success.

Apparently your system of payment, at the very last page where you have to insert your card's information, doesn't allow me to pay.

The error message reports (in synthesis): "Some information are not correct, check the data you have inserted".

I have tried with different cards, debit or even credit, in different days (last time today), from different browsers.

I would like to let you know this issue.

I hope in a quick answer (since prices are getting higher and higher every day).

Best regards,

Marco P.

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After few exchange of emails to find a suitable flight the company booked it for me and I concluded the payment on a separate page with my card.

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3:34 am EDT
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Travelgenio booking misconception

Hello,
I just wanted to bring to your attention that as I arrived at the airport today and checked in, I was denied my flight. Upon calling (and getting disconnected and then eventually being connected to an employee who's english was impeding what I was trying to convey) I learned that I apparently never "paid" for the flight. I want to fully acknowledge that I did not indeed pay for the flight, but it was due to a highly misleading "confirmation email" that I had received from travelgenio.
In all of my flight booking experience, when I receive an email such as this which clearly stated my full information, the price of the ticket, itinerary, my credit card information that I did give (thinking the site was obviously booking at that point)... then I have always just had to go to the airport, check in, and be on my way. The fact that this email did not tell me at all that there was an additional step to book, but rather put my mind to ease that I had taken care of everything, frankly is frustrating. After speaking to your employees, they sent me this email:
"We are sorry to inform you that your payment was not confirm, as a result your booking has been cancelled. As we inform you before we send you a email on April 14th inform you make the payment by a secure link but we never received the payment."
I just want to bring to your attention that there is not a secure link within that email, nor is there any talk of me needing to still pay. I have the email saved if you would like it in the future.
Unfortunately though I explained this situation respectfully I was not received well by customer service. The first person was very apathetic towards the situation entirely and the next simply did not understand me. It seems as though this issue is going to go unresolved, but I figured I'll still write this just incase.in an ideal world, for the simple fact of the "confirmation email" causing the customer to make a very (in my opinion, that is) honest mistake due to a system flaw, I would ask for compensation for the €500 flight I was forced to pay last minute. Again, due to the lack of customer service that received me earlier I understand it probably won't happen, but I just wished to try, and can forward you all of the emails I have received over the course of this ordeal. Thank you for your time.
Anthony Spears
Booking Code 7409679

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Travelgenio booking #slpfqe - baggage

We booked a flight on booking number SLPFQE for two passengers and paid additional $62 for the service pack to include 23kg checked in luggage per passenger. On our confirmation email it confirmed that we did purchase the service pack however this has not been provided to KLM airlines nd therefore they will not honour the additional baggage that we paid for through your agency. We have now had to pay KLM directly to purchase additional baggage due to your agency not processing the booking correctly. We request that the amount of $62AUD be refunded back onto the card that we used to make the payment. Please contact me via email on [protected]@gmail.com

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Travelgenio Customer Reviews Overview

Travelgenio is a popular online travel agency that offers a wide range of travel services to customers around the world. The company has received a lot of positive reviews from customers who have used their services, with many praising their competitive prices, user-friendly website, and excellent customer service.

One of the main advantages of using Travelgenio is their ability to offer affordable travel options to customers. Many reviewers have noted that the company's prices are often lower than those of their competitors, making it a great choice for budget-conscious travelers.

In addition to their competitive prices, Travelgenio has also received praise for their user-friendly website. Customers have noted that the site is easy to navigate and provides a wealth of information about travel options, including flights, hotels, and car rentals.

Finally, Travelgenio has also been commended for their excellent customer service. Many reviewers have noted that the company's representatives are knowledgeable, helpful, and responsive, making it easy to resolve any issues that may arise during the booking process.

Overall, Travelgenio is a highly recommended travel agency that offers affordable prices, a user-friendly website, and excellent customer service. Whether you're planning a business trip or a family vacation, Travelgenio is a great choice for all your travel needs.

Travelgenio In-depth Review

Website Design and User Experience: The website design of Travelgenio is clean and user-friendly, making it easy to navigate and find the necessary information. The layout is intuitive, with clear menus and search options, ensuring a smooth user experience.

Booking Process and Ease of Use: The booking process on Travelgenio is straightforward and hassle-free. The website provides step-by-step instructions, allowing users to easily select their travel dates, destinations, and preferences. The overall booking experience is efficient and user-friendly.

Range of Travel Services Offered: Travelgenio offers a wide range of travel services, including flights, hotels, car rentals, and vacation packages. Whether you're planning a business trip or a family vacation, the website provides various options to cater to different travel needs.

Pricing and Competitive Advantage: Travelgenio offers competitive prices for flights and other travel services. The website compares prices from different airlines and providers, ensuring that users can find the best deals available. The pricing is transparent, allowing users to make informed decisions.

Customer Support and Communication: Travelgenio provides excellent customer support and communication. The website offers multiple contact options, including phone, email, and live chat. The customer support team is responsive and helpful, addressing any queries or concerns promptly.

Booking Flexibility and Options: Travelgenio offers flexible booking options, allowing users to customize their travel plans. The website provides options to choose different flight classes, add extra services, and select preferred airlines. This flexibility ensures that users can tailor their travel experience to their specific needs.

Transparency and Hidden Fees: Travelgenio maintains transparency in its pricing and fees. The website clearly displays any additional charges or fees during the booking process, ensuring that users are aware of the total cost upfront. There are no hidden fees, providing users with peace of mind.

Travel Insurance Options: Travelgenio offers travel insurance options to protect users' trips. The website provides information about different insurance plans, allowing users to choose the coverage that suits their needs. Having travel insurance provides added security and peace of mind.

Loyalty Programs and Rewards: Travelgenio offers loyalty programs and rewards for frequent travelers. Users can earn points or discounts on future bookings, enhancing their travel experience and providing additional value for their loyalty to the website.

Trustworthiness and Security Measures: Travelgenio is a trustworthy website that prioritizes user security. The website implements robust security measures to protect users' personal and payment information. Users can trust that their data is handled securely during the booking process.

Mobile App Functionality: Travelgenio's mobile app offers convenient functionality for users on the go. The app allows users to search and book flights, hotels, and other travel services easily. It provides a seamless mobile experience, ensuring that users can access their travel plans anytime, anywhere.

Overall Customer Satisfaction and Reviews: Travelgenio has received positive reviews from customers, indicating high levels of satisfaction. Users appreciate the website's user-friendly interface, competitive pricing, and excellent customer support. The overall customer satisfaction reflects the website's commitment to providing a reliable and enjoyable travel booking experience.

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Contact Travelgenio customer service

Phone numbers

+34 911 160 765 +1 (646) 568-7507 More phone numbers

Website

www.travelgenio.com

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