Travelgenio

I have been in contact with your company since the cancellation of my flight from dubai to singapore on march 28th, 2019 and I have not yet received a reply to my 8 emails.

I booked a return flight with jet airways through skyscanner, from dubai to singapore. The flight was originally booked and paid for on january 31st.

The original flight was 9w537 with a stopover in mumbai, to arrive into singapore in time for a business meeting and another connecting flight.

On the morning of the scheduled flight (march 28th, today), I began to worry when I couldn't check in online. So I rang the airline desk in dubai airport to inquire about the flight status, to be told that the flight was cancelled and I "should have read the papers" to realise they were not flying in march or april.

I have been told that my refund for the full amount of the flight is in process. However, I have not been given any indication of the refund process. How long does it take? Can I have proof of the pending refund? When can I expect the refund?

I have had such a terrible experience with your company to date, I really hope that this refund process doesn't prove to be a similar situation. I have already had to follow up on this refund in many previous emails.

The reason for sending this email outside of the original thread is that I fear my original thread is being completely ignored by your customer service team. I hope that this is not the case.

I truly hope that someone from your company replies to this email with some information for me, if not I will have to pursue legal advice on the matter.

I have booked flights through skyscanner for the 11/05/19 - 14/05/19, that I had then selected travelgenio's flights as it was the times I preferred.
11/05/19 I had tried to check in online with air New Zealand the system did not allow it, soI had then looked at my itinery which then I saw it was booked for the 01/06/19-04/06/19. At this point seeked assistants from airnz to see if they can change the date to that day at 7:20am, airnz told me i had to pay $250 to change this date and as i could not contact skyscanner i paid to take that flight on the 11/05/19 at 7:20am. The next thing i had done is called travelgenio at least 5 or 6 times and had been told to call back as they only speak spanish. I had finally been in contact with an agent that could half understand english to organise my flight back with virgin austalia, after repeating my self and putting me on hold he had finally told me i had to pay $197 extra to come back and that even though it was a system error they could not change it because of the contract they have with the airlines and I would have to speak to them, which I had then been directed to call travelgenio again. At this point i was running late for my flight, so i could not organise my flight back until i had landed in new zealand. When I had landed in New Zealand had tried to get in contact with a person that speak english and not spanish a few times, once again when I had then finally got in contact with an half English speaking agent they told me again the contract is with the airlines and that I had to pay the extra $197 to come back on the 14/05/19. By the 13/05/19 after trying to get help with the error countless amount of times I then paid the extra to return on the 14/05/19.

When I had come back I have tried to contact travelgenio countless amount of times but no one would answer until today the 15/05/19 to see if I can be refunded for the extra money I had paid for the correct dates I have selected online. I spoke with an agent Sara which continuesly repeated her self and even asking her to speak to a manager 4-5times again repeated her self that the manager cant talk to me because shes is going to tell me the same thing, although i wanted to speak to the manger about the agents behavour and also the issue ive had as sara was not helping me or listening to me. Christan the manager told me to provide proof a screenshot of the dates that I've selected, I told her I don't have that and asked when she books online does she do the same her response was no, so I asked do you have proof that I've selected the 01/06/19-04/06/19 and she said after you put your payment details we have an email to confirm, so I then asked do you have proof before payment details that I selected those days and she said no. I told the manager it is a system error because I definitely selected the 11/05/18-14/05/19 as I had to see a family member that is in palitive care and is in her last days with us, so I know I wouldn't make that mistake and also whilst I was putting the payment details the system froze then refreshed itself but you can't see the dates selected whilst you are on the payment stage, which I had booked on the 10/05/19. The manager said we can't refund you anyway because you have used the flights already and I explained why I had to use them and pay extra to fly on the dates and she just continued to tell me the same thing then added you should've done it with in the 48 hours, which I had done but nobody could speak english to understand what had happened to help me!

I want a refund of the extra money I had paid to change my flights to the original dates I have selected online.

I had booked 2 tickets from Frankfurt to Bangalore in Jetairways via Travelgenio (Booking code SM99BE) .

At the first place I had to contact the Travelgenio on my cancelled flight and ask them for the update. Rather than I get an update from them about the cancelled flight

Every time I have contacted, they only mentioned in the email that they have contacted the jet airways and waiting for the response. Every time I speak travelgenio customer care, they say they are still awaiting for a response and jet airways is in no picture . But i have no update on refund or the status about the refund so far. I have even not been told if they have claimed the refund and what's the status of the refund. I have 1300 euros with Travelgenio

Booking reference: J7WSJP from the date: 25/11/2018 ( Tel - Aviv - Tbilisi )
was done via Internet site .
TICKET: [protected] - [protected] - Koifman Genadi
TICKET: [protected] - [protected] - Koifman Alla

We were informed by TravelGenio on 14.12.19 that outbound flight ( > LY5109 18DEC TLVTBS 2000 from Tel Avia to Tbilisi ), was cancelled by airline company .
We had to buy new tickets for another direct flight to Tbilisi .
Contact person Isabel ( Customer Service Representative, Involuntary Change department Travelgenio.com & Travel2be.com ) promised, that refund time takes about 30 - 90 days .
We are almost 5 months after, but we still didn't receive refund .
Nobody responds now our emails .
I don't have an option to attach all correspondence, so I copy it on below .

Alla Koifman [protected]@keter.co.il

From: Ala Koifman
Sent: Sunday, April 07, 2019 10:47 AM
To: Genadi Koifman ; Travelgenio
Subject: RE: [Travelgenio.com - Contact #2147169] Re: SCHEDULE CHANGE

Hello Travelgenio,

Please come back to us and advise urgently when you"ll refund an amount for a cancelled flight LY5109 18DEC TLVTBS 2000 .

90 days for the process, that you mentioned on below, already passed .

Kofman Genadi

---------- Forwarded message ---------
From: Travelgenio
Date: пт, 18 янв. 2019 г., 12:40 PM
Subject: [Travelgenio.com - Contact #2147169] Re: SCHEDULE CHANGE
To:

Dear Mr. Koifman

Thank you for contacting Travelgenio/Travel2Be.

In reply to your request, we would like to inform you that the airline is working on your refund petition. As soon as we are authorized, we will refund the amount to the original form of payment.

Bear in mind that this process use to take about 30-90days

Kind regards,
--
Isabel
Customer Service Representative
Involuntary Change Department
Travelgenio.com & Travel2be.com

El Sáb Ene 12 11:26:23 2019, genadi2912@gmail.com escribió:
> Hello Isabel, Customer Service Representative !
>
> We are almost a month after previous correspondence where you have
> informed
> us about a flight cancellation
> LY5109 18DEC TLVTBS 2000,
> and we would like to receive confirmation when you"ll refund money
> for
> the cancelled flight .
> I remind our booking number J7WSJP .
>
> Please respond urgently .
>
> Genadi Koifman
>
>
>
>
> пт, 14 дек. 2018 г. в 13:54, Travelgenio
> :
>
> > Dear M Koifman
> >
> > Following your instructions the following flight remain as booked
> >
> >
> > H1 1282 23DEC TBSTLV 1900 1945
> >
> >
> > Best Regards
> >
> >
> >
> > Isabel
> > Customer Service Representative
> > Involuntary Change Department
> > Travelgenio.com & Travel2be.com
> >
> > El Vie Dic 14 12:22:24 2018, Ala.[protected]@keter.com escribió:
> > >
> > > Travelgenio Staff !
> > >
> > > Just to clarify additionally my below email :
> > >
> > > DON'T cancel our order for the back flight .
> > > H1 1282 23DEC TBSTLV 1900 1945
> > >
> > > We are looking for other solution to fly to Tbilisi on 18/12/18 .
> > > Please confirm .
> > >
> > >
> > > Alla Koifman .
> > >
> > >
> > > From: Ala Koifman
> > > Sent: Friday, 14 December 2018 12:55
> > > To: 'Travelgenio'
> > > Cc: genadi2912@gmail.com
> > > Subject: FW: [Travelgenio.com - Contact #2147169] Re: SCHEDULE
> CHANGE
> > >
> > > Travelgenio Staff !
> > >
> > > It's really unacceptable behavior of your company .
> > >
> > > First you sent totally unclear email that we had to request
> > > clarifications .
> > > Now you are informing that a direct flight is cancelled .
> > > Don't you have any responsibility to propose us any other solution
> ?
> > > Just to inform us that a flight is cancelled ?!
> > > How can we use a return fly, if we can't fly to destination at
> all ?
> > >
> > > Yes, I confirm you to request refund for the cancelled flight .
> > >
> > > It's a first time we booked flights via your company . And it's
> very
> > > bad experience .
> > > We will not use more your services, as your customer service is
> very
> > > bad !
> > >
> > >
> > > Please inform in a back email when we'll receive back a refund .
> > >
> > > Alla Koifman .
> > >
> > >
> > >
> > > From: Genadi Koifman
> > >
> > > Sent: Friday, 14 December 2018 12:28
> > > To: Ala Koifman
>
> > > Subject: Fwd: [Travelgenio.com - Contact #2147169] Re: SCHEDULE
> CHANGE
> > >
> > >
> > > ---------- Forwarded message ---------
> > > From: Travelgenio
> > >
>
> > > Date: чт, 13 дек. 2018 г., 5:23 ПП
> > > Subject: [Travelgenio.com - Contact #2147169] Re: SCHEDULE CHANGE
> > > To:
> > >
> > >
> > > Dear M Koifman
> > >
> > > We would like to inform you that the airline has cancelled the
> > > following flight
> > >
> > > LY5109 18DEC TLVTBS 2000 035
> > >
> > >
> > > Only this one remain as booked
> > > H1 1282 23DEC TBSTLV 1900 1945
> > >
> > >
> > >
> > > Could you please confirm that we can request the cancelled flight
> > > refund.
> > >
> > > Unfortunatelly the return can not be refund it as has not been
> > > affected
> > >
> > >
> > > Isabel
> > > Customer Service Representative
> > > Involuntary Change Department
> > > Travelgenio.com & Travel2be.com
> > >
> > > El Jue Dic 13 13:34:05 2018,
> > > genadi2912@gmail.com escribió:
> > > > It is unclear what change you are writing about.
> > > > Could you be more specific, because I did not notice any change.
> > > > Thanks in advance
> > > > sincerely
> > > > Mr. Genadi Koifman
> > > >
> > > > чт, 13 дек. 2018 г. в 12:33, Travelgenio.com
> > > :
> > > >
> > > > > ***********************************************************
> > > > > THE AIRLINE COMPANY MADE A SCHEDULE CHANGES IN YOUR ITINERARY.
> > > > > PLEASE VERIFY THAT THE NEW FLIGHTS MEET YOUR REQUIREMENTS.
> > > > > WE INFORM YOU THAT IF YOU ACCEPT THE ALTERNATIVE, THIS ONE
> WILL BE
> > > > > CONFIRMED ACCORDING TO THE DEPARTURE DATE OF YOUR FLIGHTS.
> > > > > IF YOU NEED AN URGENT RECOLATION PLEASE CONTACT DIRECTLY THE
> > > AIRLINE.
> > > > > THANK YOU
> > > > > ************************************************************
> > > > >
> > > > > YOUR ITINERARY/ITINERARIO DETALLADO/VOTRE ITINERAIRE/IHRE
> > > REISEROUTE/SEU
> > > > > ITINERARIO/DETTAGLI ITINERARIO:
> > > > >
> > > > >
> > >
> >
> https://www.viewtrip.com/?rloc=J7WSJP&lastname=KOIFMAN&action=ITIN&lang=EN
> > > >
> https://emea01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.viewtrip.com%2F%3Frloc%3DJ7WSJP%26lastname%3DKOIFMAN%26action%3DITIN%26lang%3DEN&data=02%7C01%7CAla.Koifman%40keter.com%7C3cc31a93715149a932c308d661aecc3b%7C0172d1a1611141968021910f6155c0b8%7C0%7C0%7C636803800711413302&sdata=ODpGfPBogleeAQ4ddMuEA55TG%2Fzs1xQCRQFUDuqgq7g%3D&reserved=0
> > >
> > > > >
> >
> >

Hello
I am highly disturbed to know that Jet Airways has suddenly announced shut down of their airlines.
I requested a full refund of my ticket, from Toronto to Delhi booked via Travelgenio.
Since it is none of my fault and the airlines is completely at fault here, it is mentioned at the airlines website that contact your travel portal for refunds.
Website link : https://www.jetairways.com/information/disruption-assistance.aspx

No one is able to address this situation and the Travelgenio people are not interested in refund of the ticket.

Regards.

Travelgenio Booking ref QTAQMI
Jet Airways has confirmed that flight has been cancelled and fund refund will be available through Travel Agent (TravelGenio). Jet Airways also confirmed that they haven't received any refund request for my Jet Airways booking reference BVYNVE. Jet Airways person also confirmed that they have provided all the instructions including wavier code to claim refund to Travelgenio. But Travelgenio is declining that they have received any communication from Jet Airways for claiming refund and not processing any refund. Jet Airways customer support person also mentioned that Travelgenio can contact them to resend instructions and waiver code.

I called Travelgenio several times, but as per Travelgenio customer support person, it seems they are not interested to process any of my refund.

Good Afternoon,

I would like to lodge a complaint about a rescheduled flight. The booking code is: JBOPPD

I am seeking $37.40 compensation for the phone billing costs I have had to pay for calling Travelgenio to resolve a matter regarding a flight that was rescheduled.

Rather than re issuing me a new connecting flight, I had to call Travelgenio to arrange this. When I did so the operator told me I would receive a new flight within 2-4 business days.

I never received any new flight & was forced to call Travelgenio another 4 times, each of which resulted in nobody to speak to after going through the call prompts. I had to then write an email to get the matter resolved.

I find this really disappointing service. I also got a phone bill that shows a total cost of $37.40 to the Travelgenio phone line.

I am requesting a refund of the above amount to the bank account details below:

ACCOUNT NAME: Jesse Hartman
BSB: 484799
ACCOUNT NUMBER: [protected]
BANK: Suncorp Bank Australia

Regards,

Jesse Hartman

This company needs to tell its employees to actually ANSWER customer service calls. I've been calling back over and over to make changes to my flight. I get put on hold. Told a service agent will talk to me shortly. Then they hang up as soon as it goes through. What kind of messed up scam business is this? Why are these people getting paid for customer service when they wont even pick up the call and do their job? Figure it out. This company should be shut down for fraudulency. If I'm unable to get a home of someone to change my flights I'm talking to a lawyer and taking this to court. It's one thing to miss a flight. Its another thing to get completely ignored when trying to make adjustments.

Jetairways have cancelled flights from Indonesia to the UK. Travelgenio said I would be entitled to a refund.

Travel Genio tell me I need to go directly to airline for refund, Airline says I need to go to Travelagent to get refund (it actually states this on the airlines website, which I have screenshotted numerous occasions to travelgenio). I keep being sent back and forth. All I want is a refund.

Keep getting useless responses by email telling me to go to the airline everytime, and then I reply stating airline told me I need to go to travelgenio. Its getting ridiculous, its like travelgenio cannot understand simple english and copy and paste the same reply to me each time!

Please dont tell me I will get an emailled response cause itll be the same old lies again!

I have asked for this to be escalated to a complaint and to speak with the manager...again...ignored and told to go directly to the airline.

Rest assured I will continue to write bad reviews and complaints about this useless company all over the internet until I get my refund.

I booked a flight in North America from your website. The last quoted price was $683. The next click took me to payments and the price was $732.33. I went back and checked what the increase was for, and found nothing. The page said there was no credit card fee. I rang your NZ number and spoke to someone in India. She said the price was lower only if you used a Visa debit or MasterCard. This information appears nowhere during the booking process. The customer service lady said it was found behind a link for more information. If this is true explanation this is ridiculous. Such important information should be part of the main booking pages, not in some link. I have a MasterCard so I would have used that instead of the Visa credit card. Please fix your website to make it clear, and refund the $50NZ that I have been overcharged. My credit card number is [protected] under name NA SIMMONS.
The booking reference is IDHL5O.
Yours sincerely
Nicholas Simmons

I booked a Jet Airways flight via TravelGenio on 26/02/2019 departing Bangkok on 30th May to Heathrow.
Jet Airways have since suspended operations and TravelGenio said they would contact me when they knew more about my flight.
The fact is, my flight has been cancelled!
There really is nothing more to know.
I'm annoyed at the fact that TravelGenio have given me no advice about appropriate steps to be taken, nor have they offered any alternative.
I would be quite willing to accept alternative travel arrangements, rather than a refund, providing layover times are acceptable. My return journey to the U.K. is in a few weeks, so I would like this to be settled as soon as possible, rather than be left high and dry in Bangkok

Many thanks for your considerations.
David Battison

I have been contacting Travelgenio regarding the refund of my Jet airways cancelled flight (booking code TNCC42 and TWE7VN) from Dublin to New Delhi. The staff is extremely rude and unhelpful particularly Fedricca (if that's her name). They asked me to contact Jet Airways and Jet airways has already processed the refund according to the mail attached and travelgenio is obliged to pay the full return.
This is causing so much inconvenience and frustration. Quick resolution is needed.

Booking number : RXTW9I, e-ticket number: [protected].
Jet airways cancelled my flight and since then, I have raised two tickets (2448304, 2424746) with the travelgenio team requesting for a refund. in both cases, the team has said that I should contact the airline (Jet airways). I also contacted Jet airways and they communicated that I should contact the travel portal to process the refund. I also called the Travelgenio team today on 05-May-2019 and they say they do not speak English.

This is the response I receive for my ticket from Travelgenio:
Dear Mr. / Mrs.

Thank you for contacting us

We inform you that as reported by the airline, they have temporarily ceased operations of their flights until further notice.

We attach the link to the airline's statement. https://www.jetairways.com/information/important-update.html

We are working to have more information and as soon as we have it we will let you know.

We thank you in advance for the attention and patience provided.

Best Regards

Isabel

​Customer Service Representative
Involuntary Change Department

Here is the response I received from Jet airways:
Dear Guest,

Please accept our sincere apologies for the inconvenience caused to you due to the flight cancellation.

With regards to your email, please note cancellation or refund have to be processed through the source through where the ticket is booked.

We have updated necessary remarks for your agent to honour a full refund. Also please note this mail can be considered as a waiver authority and request you to kindly get in touch with your travel portal team or your travel agent for the refund.

Yours Sincerely,

Jet Airways Team

I have been trying to get my refund from travelgenio for my jet airways cancelled flight tickets (booking code 5JVH2I and 71CKKG). Jet airways mentioned in the email that they have processed the refund. Every time I speak to a travelgenio customer care, they say they are still awaiting for a refund. I was assured that I will receive a full refund if Jet airways cancels even a single flight out of my whole journey but nothing has come my way. I have almost $2000 stuck with them.
Very disappointing!

We had booked tickets from TravelGenio website for Jet Airways (Booking Ref Code [protected]). Jet Airways cancelled all the flights and sent email to contact Travel Agent TravelGenio for refund.

Despite of sending several email and filling online form, there is no response.

I called TravelGenio today (01-May-2019) and lady told me that Jet Airways has not refunded any money for cancelled flight, which is not believable as Jet Airways had sent email for cancellation my booking reference number and mentioned that they have instructed Travel Agency to get refund. Refund will be processed in 7-10 days.

It seems TreavelGenio is holding refund that it has received from Jet Airways and not transferring to customer.

Due to the recent terror attacks in Sri Lanka and subsequent declaration from the UK government that all unnecessary travel to the country should be avoided, my partner and I have requested a cancellation and refund. The flight in question is an Air India service, flight number AI 281 Delhi - Colombo 17/05/19. We have requested this refund 3 separate times via customer services, and each time have received a generic response, which we replied to with details as instructed, but then received no cancellation confirmation on any of the 3 occasions. We paid for the Cancellation Plus service and therefore should receive 85% refund (although under the circumstances we believe we should receive 100%). I am happy to provide passenger details and booking reference to cancel this flight, but I am sick of automated responses and no confirmation. If this isn't resolved soon I will be taking this further.

Ref. Booking no. : [protected] / XZLF9E

We have booked a flight from Mumbai to Paris in 2018 for travel date 22-09-2019.
Flight booked was Jet Airways. Since Jet Airways has been shut down in April 2019, we ask for refund of booking.
We have contacted Jet Airways, and they have shared the refund procedures to all travel agents including Travelgenio. Request you to please credit the refund to my account on above mentioned Booking details. Looking forward for cooperation from your side.

Mahek Shah

We booked tickets from Amsterdam to Toronto at Travelgenio for 18 July. The flight would be executed by jet airways. Recently we have read the public information from jet airways about cancellation of all international flights, but Travelgenio did not informed us about this. Neither about the information about refunding. Please provide us accurate information about the situation.

I have a flight booked to Sri Lanka booked in a few weeks time. First of all the amount charged to my account was significantly more than te price at payment, whoch itself is totally unacceptable. Heres where it gets worse. After the terrorist attacks in sri lanka the foreign office has told all foreigners it is too unsafe to travel, yet I have been told that I will not be refunded and I cannot change my destination, due to the airlines policy. I have called the airline and they have informed me they are refunding everyone. So travelginio is refusing to refund me, or change my flight beacause they dont want their commisioon lost. At this time this is absolutely disgusting, I honestly cant believe what they are saying. I have called them a number of times to discuss this matter, but every time after holding for more than 5 minutes on an extortionate charge call they take me off hold and hang up the phone without saying a word. This company is a scam. Do not trust them, do not use them! I am at a loss for words. Travelginio you should be ashamed of yourselves.

I took the booking from travelgenio of my flights during December 2018, and then I called them to ask for an invoice. It took me around 20 minutes before I could get my call answered. Then the lady from travelgenio on the phone said she would send the invoice to me by email. But it never arrived!
I have again asked for the invoice by writing to urgent@travelgenio.com, but never got any reply.
I have asked for my invoice through the travelgenio website, and still no answers!

How can I get my flight invoice? I need it for my working unit to reimburse me, urgently! It is going to be the deadline...