Travelgenio
reviews and complaints

Good Morning,

Apparently, there is a typhoon in the Philippines - what is going to happen with flights?

To ensure safety we would like to change the flight to the 19th August

Yeda

GM International Services Limited
147/1, St. Lucia Street,
Valletta VLT 1185, Malta.
Tel: (+[protected] Ext. 156
Fax: (+[protected]
e-mail: [protected]@gmint.com
Website: www.gmint.com

CONFIDENTIALITY NOTE:

This e-mail is intended only for the person to whom it is addressed and may contain information that is privileged, confidential or otherwise protected from disclosure. Dissemination, distribution or copying of this e-mail or the information herein by anyone other than the intended recipient is prohibited. If you have received this e-mail in error, please notify the sender immediately (by telephone +35621235341 extension 138 or by e-mail yedast@gmint.com) and destroy the original message and all copies thereof.

From: Gabija Norvaišaitė
Sent: 09 July 2019 10:36
To: urgent@travelgenio.com
Cc: Customer Service
Subject: RE: [Ticket #2546130] Booking QNP3FY. Change request

Dear Sir/Madam,

Could you please advise us on the conditions/penalty fees in case we need to cancel the flight? Is the cost we've paid will be refunded?
We have already changed the date of the booking (please see email below), however, it might be that we need to cancel it at all.

Please see the details below:

https://www.viewtrip.com/
Booking number QNP3FY.
Surname: Paran

Thank you in advance,

Kind Regards,

Gabija Norvaisaite
Digital Marketing & HR assistant

GM International Services Ltd
147/1, St. Lucia Street,
Valletta VLT 1185, Malta.
Tel: (+[protected] Ext. 128
Fax: (+[protected]
e-mail: gabija.norvaisaite@gmint.com
Website: www.gmint.com

CONFIDENTIALITY NOTE:
This e-mail is intended only for the person to whom it is addressed and may contain information that is privileged, confidential or otherwise protected from disclosure. Dissemination, distribution or copying of this e-mail or the information herein by anyone other than the intended recipient is prohibited. If you have received this e-mail in error, please notify the sender immediately (by telephone +35621235341 extension 125 or by e-mail gabija.norvaisaite@gmint.com) and destroy the original message and all copies thereof.

From: Customer Service [mailto:urgent@travelgenio.com]
Sent: Wednesday, 19 June 2019 17:58
To: Gabija Norvaišaitė; Marketing
Subject: [Ticket #2546130] Booking QNP3FY. Change request

Dear Ms. Norvaišaitė,
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 QNP3FY.

We can see that you have called our customer service in order to change your flights to the 10th August. Following your request, our agents have made the change and sent you an email with the details of the new itinerary (email address [protected]@GMINT.COM).

If you have not received this email, please, check your spam box or contact us again.

We remain at your disposal for any further information you may require.

Kind regards,

Ana
Advance Support Agent

My husband bought a ticket through Travelgenio to fly to Moscow via Aeroflot airlines for April 11th, booking reference J254I13.
We have cancelled the ticket since my husband got sick and could not fly having a medical certificate indicating the reason for cancellation of the ticket.
From April until now we are in constant communication with Travelgenio, who refuse a refund stating that Aeroflot did not authorize the refund.
We contacted Aeroflot and opened a claim with them. After a month, we got a correspondence from the Aeroflot that a refund was sent to Travelgenio's bank account.
However, this Travel Agency is refusing to refund the money for unused ticket. They put us on hold for hours at a time, pretend that they don't speak English, and promise to send the money "in two days".
This is the worst company to deal with.
PLEASE, DON'[T BUY TICKETS FROM THEM! YOU WILL BE DISAPPOINTED!
We are still fighting with them to get our refund. They don't want to talk to us. If, by chance, we are able to reach them and talk to somebody, they promise to send the refund "in 48 hours", but five months have passed, and we still did not get the refund!
This a fraud company - don't deal with them!

Hi Team,
Myself Zeeshan Mohammed,
On 18th June 2019, i had booked one Air ticket on travelgenio Website from Prague to Dubrovnik, Czech Airlines-OK4824, 08 October 2019, Prague/Ruzyne :12:15hs to Dubrovnik/Dubrovnik :13:55hs, Booking code Travelgenio:[protected], Booking code Amadeus: SEFCLB, Surname LIYAQAT ALI, Ticket: 064-[protected], on 16th July i got an Email from Czech Airlines informing flight has been cancelled and ticked has been pre poned to 6th Oct 2019 from Prague. wrote an email to Airline informing to cancel the ticket and process refund as on 6th October 2019 i wouldn't be in Prague to board the flight, i got an Prompt revert from Czech Airlines to only contact the travel agency (travelgenio) as only they can process the refund of the ticket which was issued by them, Czech Airlines have already given the authorization for full refund.
since then i have been checking with travelgenio-
Your inquiry ticket is 2680697 -
Your inquiry ticket is 2680709-

My booking JDK1CL with Travelgenio was canceled 3 months ago, and I am still waiting for my refund, after contacting them multiple times by email and phone.
They are lying and holding my money with the explanation that they are waiting for the airline, which is not true as I talked to the airline . Now I am reading all the reviews for this agency online, all negative, and see that they are a scam.
They are saying the refund is in process, and is very complicated as an excuse, that's why it takes so long. Unbelievable.
Awful customer service, very rude and unprofessional. Do not use them, very disappointing.

Fwd: [Ticket #2445374] Booking 8DTJ5G and 8SFPKA // Jet Airways

asif rahman
Tue, Jun 18, 12:32 PM
Sent from my iPhone Begin forwarded message: From: Customer Service Date: 17 June 2019 at 11:44:07 AM GMT+3 Cc: [protected]@gmail.

asif rahman
Thu, Jun 20, 2:29 PM
Dear Maryana, Thank you for your email Still, I am waiting for your solution I just want to follow up. Could you please refund my money how long will you take y

Customer Service
Thu, Jun 20, 2:34 PM
Dear Maryana, Thank you for your email Still, I am waiting for your solution I just want to follow up. Could you please refund my money how long will you take y

Customer Service
Thu, Jun 20, 4:50 PM
Dear Asif Rahman, Thanks a lot for your time and your response. In reference to your query, we would like to inform you that we understand your concern regardin

asif rahman
Wed, Jun 26, 12:54 AM
Dear Maryana, Sent from my iPhone

Customer Service
Wed, Jun 26, 12:55 AM
Dear Maryana, Still, I am waiting for your solution I just want to follow up. Could you please refund my money how long will you take you have already taken 2 m

Customer Service
AttachmentsWed, Jun 26, 5:46 PM
Dear Asif Rahman, In reference to your query, we would like to inform you that the airline decision to cessate their operations was taken unilaterally by them .

Customer Service
AttachmentsWed, Jun 26, 5:46 PM
Dear Asif Rahman, We hope we have addressed your concern. However, we remain at your disposal for any further information you may require. Kind regards,

asif rahman
Wed, Jun 26, 6:33 PM
Dear Travelgenio Team, I would like to thank you for the valuable support you provided to me, it is highly appreciated.I will send the agreement document with s

Customer Service
Wed, Jun 26, 6:37 PM
Dear Travelgenio Team, I would like to thank you for the valuable support you provided to me, it is highly appreciated.I will send the agreement document with s

asif rahman
AttachmentsThu, Jun 27, 8:17 PM
Dear Travelgenio Team, Please see the attached agreement for your kind perusal and give me the update for the booking 8DTJ5G It would be grateful if you release

Customer Service
AttachmentsThu, Jun 27, 8:19 PM
Dear Travelgenio Team, Please see the attached agreement for your kind perusal and give me the update for the booking 8DTJ5G It would be grateful if you release

asif rahman
Mon, Jul 1, 3:02 PM
Dear Travelgenio Team, I Just want to follow up regard my refund and please give me the update for the booking 8DTJ5G. It would be a grateful if you release ref

Customer Service
Mon, Jul 1, 3:07 PM
Dear Travelgenio Team, I Just want to follow up regard my refund and please give me the update for the booking 8DTJ5G. It would be a grateful if you release ref

Customer Service
Mon, Jul 1, 3:50 PM
Dear Asif Rahman, Thanks a lot for your time and your response. We have received correctly the document signed for the booking 8SFPKA and it's being processed.

asif rahman
Wed, Jul 3, 5:46 PM
Dear Travelgenio Team, I Just want to follow up regard my refund and please give me the update for the booking 8DTJ5G. It would be a grateful if you release ref

Customer Service
Wed, Jul 3, 5:51 PM
D ear Travelgenio Team,

asif rahman
Mon, Jul 8, 2:39 PM
Dear Travelgenio Team, Still, I am looking forward to hearing from you.I have already forwarded to you signed settlement agreement before 10 days ago. Could you

Customer Service
Mon, Jul 8, 2:42 PM
Dear Travelgenio Team, I would like to thank you for the valuable support you provided to me, it is highly appreci ated.I will send the agreement document with

asif rahman
Thu, Jul 11, 6:53 PM
Dear Travelgenio Team, Reminder

Customer Service
Thu, Jul 11, 6:56 PM
Dear Travelgenio Team, Reminder On Mon, Jul 8, 2019 at 2:45 PM asif rahman wrote: Dear Travelgenio Team, Still, I am looking forward t

Customer Service
Fri, Jul 12, 6:48 PM
We are glad to inform you that the refund of the booking 8SFPKA has been correctly processed to the original payment method used. The time of the refund will de

Customer Service
Fri, Jul 12, 6:48 PM
Dear Asif Rahman, Thanks a lot for your time and your response. We are glad to inform you that the refund of the booking 8SFPKA has been correctly processed to

Sultan Khan
Sat, Jul 13, 1:51 AM
To:

asif rahman
Mon, Jul 15, 8:33 PM
Dear Travelgenio Team, May i request your good office to refund my money for the booking 8DTJ5G. Its almost 3 months going to be finished still I did not get an

Customer Service
Mon, Jul 15, 8:36 PM
Dear Travelgenio Team, May i request your good office to refund my money for the booking 8DTJ5G. Its almost 3 months going to be finished still I did not get an

Customer Service
Tue, Jul 16, 10:15 AM
Dear Asif Rahman, Unfortunately for the booking 8DTJ5G none response or authorization has been received from the airline so it's not possible to proceed any fur

Customer Service
11:55 AM (4 hours ago)
Dear SULTAN, Thank you for contacting our Advanced Support Department and sharing your comments with us. The feedback of our customers helps us to improve our p

Sultan Khan
3:39 PM (1 hour ago)
Dear Trvelgenio Please check my comment in blue front and it not matter of insolvency of Jet Airways or whatever reason I paid my money to travelgenio not jet a

Customer Service
3:39 PM (1 hour ago)
Dear Mr. Sultan, Thanks a lot for your response and your time. In this case, for the booking 8DTJ5G, none authorization or response has been given to our refund

Sultan Khan
4:01 PM (44 minutes ago)
Dear Trvelgenio What do you mean by not possible to process any further then it mean my money goes like that and please don't remind me the suspension of operat

Customer Service
4:13 PM (32 minutes ago)
Dear Mr. Sultan, We understand your concern, however, the refund of this booking has not been authorized by the airline. It's not possible to proceed with the r

Sultan Khan
4:31 PM (13 minutes ago)
to request

Dear Trvelgeno

Please find the solution and why it happened one lesser amount ticket got authorization and higher still pending as mode of payment and date of payment was same through my credit card .

We had booked with Travelgenio to fly with Jet Airways from Kathmandu to Colombo on 24 April which was cancelled due to insolvency of the airline. We have tried to contact Travelgenio MORE THAN 15 TIMES IN THE PAST 4 MONTHS AND HAVE BEEN UNABLE TO GET A STRAIGHT ANSWER AS TO THE STATUS OF OUR REFUND! They will never provide anything in writing and it's always the promise of 'we'll call you back' or 'we're looking into it'...but of course, we never hear back. What is even more hilarious is that when we select the option on the phone to 'discuss our refund' we wait for 30 minutes, ultimately to be cut off...but lo and behold when we call back and select 'make a new booking' we're answered within 5 minutes

I finally spoke to someone this evening, who advised the legal team are working on it and we would have to wait longer. He also suggested we contact Jet Airways administrators (UK) to ask them to expedite our refund...after all the advice over the past 4 months that would handle it on our behalf.

We've had zero proactive communications from Travelgenio and I'd imagine their call centre is overflowing with complaints about this. This is the most disrespectful and deceitful customer service we've ever experienced!

We look forward to your reply of 'Thanks. We'll respond to you via email'...only to receive another templated email that takes 4 paragraphs to tell us absolutely nothing. Rather, please reply with a date by which we will receive our refund and how you will keep us updated as this progresses (proactively...say fortnightly?) until this is resolved.

Travelgenio... We're YOUR customers (not Jet Airways' customers) and surely we deserve so much better than this.

It probably won't help, but we're going to share our experience as much as possible with media and investigate what kinds of legal recourse we have. If nothing else, just to ensure others aren't exposed to the same treatment.

Booking: M0RHTI

Reference : 37XG6K
Dear,
I tried to buy an online ticket which ended up unsuccessfully apparently due to credit card payment issues. and I however I purchased my ticket from other sources .
I noticed you have charged my credit card $41.98 ? And I'm wondering what is this charge for? I did not purchase the ticket from your system and finding it unfair to be charge for the service I did not use ?
Please return the money into my card or advise how you are able to do the refund.
Thank you
Daryoush m Ghaleh
[protected]@icloud.com
[protected]

Hi,

I booked a flight ticket from DXB to FCO (Dubai to Rome) to travel on 9th August 2019.
I want to cancel the booking with :
-ID: PT7LHL
-Passenger Name: Namrata Singh Chauhan

I have sent multiple requests via e-mail/call but have not got any response. It has been more than 20 days since my first request.

Pathetic customer service from them. Its annoying to see such back customer service even after paying for their advance cancellation protection plus policy.

My ticket was cancelled by Jet Airways and i booked it through travel genio. Jet airways has claimed they have refunded and i should reach out to Travelgenio and travel genio will not give me anything in writing nor will they provide me any sort of conformation on filling a refund claim on my ticket and if they will issue a refund. They onl my flight Booking code Travelgenio:13586274.
My ask me to wait for the past 4 months and i have got nothing from them.

This is a cheating website, try your best to avoid this agency completely! They charge 20 pounds only to try to help you book a check-in luggage, then you still need to pay the airline company for the check-in luggage if successful, otherwise you lost your 20 pounds for nothing! They never written explicitly on their website that this is just the fee for them to try to do you a favor! Their service fee for any potential favor is surprisingly high. If you complain, they sent combative emails and think they really somebody! Worst experience ever! Please learn this lesson - avoid this company completely!

Name: Musamba Jephter
Nationality: Ugandan
Current Location: United Arab Emirates (Abudhabi )
Passport Number: B1442264
Email Address: [protected]@gmail.com
Booking Date: 26/07/2019
Travel Date: 15/11/2019 & 27/12/2019
COMPLAINT:
I booked my Emirates Travel ticket to Entebbe Airport (Uganda) through Dubai Airport DXB but I didn't get my Emirates bus travel ticket from Abudhabi to Dubai yet its supposed to be attached to my air ticket. May I please receive my bus ticket through my email.
Thanks.
Note: My booking reference is N8V3YN and travel Agency booking Reference is AFWP26

Hey there. I've been ringing and emailing you guys my flights in two weeks I want a veggie meal as I couldn't book through sky scanner! And I only have 23 kilos want 30 kilos going back home to New Zealand I've tried calling on this number to sort it all out 0870 175 61 04 but it rings does it all then hangs up I'm so so angry and annoyed now I shall not be booking with you guys in the near future I think your contact system is rubbish.
I hope you at back to me soon as.

I tried to buy a flight ticket with my PAYPAL and then
the double amount of money was charged to me.
(One is in EUR and the other is in USD.)

Please cancel one of my payment(in EUR).
I already opened a dispute in PAYPAL
so you should check it.

Also, I send you a mail to 'customer.service' email address
but there is no response.

Please reply regarding my payment issue.

Hello,

My ticket was cancelled by Jet Airways and i booked it through travel genio. Jet airways has claimed they have refunded and i should reach out to Travelgenio and travel genio will not give me anything in writing nor will they provide me any sort of conformation on filling a refund claim on my ticket and if they will issue a refund. They only ask me to wait for the past 4 months and i have got nothing from them.

booking code: [protected]

We booked a flight (5 tickets) from Tlv to Tenerife with Travelgenio (smartwings flight on 27.7.19, BOOKING REF: JFCMXS). The flight was cancelled due to the Boeing 737 Max 8 grounding all over the world.
The flight was cancelled on March and we spoke several times with Travelgenio and were told that the refund will arrive within 1 to 3 months.
Well, 4 months have passed and we are still chasing Travelgenio for the refund.
We are not receiving any information from Travelgenio when will the refund arrive and what is the amount of the refund.

Galit Herman

My booking reference is [protected]. My account has been charged for the whole amount, yet the ticket has been cancelled. My husband has booked his separate ticket going together but returning separately. His booking is still there. The agent we spoke to Sophia was extremely unhelpful and she hung up on us! We have never experienced such pathetic customer service. Definitely our worst experience. What do we do about my husbands ticket now? We wont get a refund on that because of your mistake. Will never book from you again but please resolve this. We are supposed to travel on 20th july!

Hi,

We traveled Pakistan and booked the flights through travelgenio on Saudi Airline, we bought the return ticket from (London Heathrow to Islamabad via Jeddah).

pessenger travel (3 (1 adult, 2 children))

we went to Pakistan but came back on another airline because of a medical emergency my son got sick and we had to come back earlier than expected.

contacted the Saudi Airline for the refund as there were still 3+ weeks remaining for the return tickets, they said refund can be done you have to contact the agent through which you booked the flight.

Contacted TravelGenio on (07/04/2019), they responded on (21/04/2019)
"we have managed the refund request to the airline. Once the airline authorizes the refund, the amount will be reimbursed to the original payment method. In some cases the refund will be made directly by the airline. The time of the refund will depend on the liquidation period of the card and this can sometimes delay the refund".

after that no response from them even after several emails and calls, then got a reply on (31/05/2019)
"Dear Ms. Younus,
Please be informed the Airline has indicated that ticket [protected] (ABDULLAH BIN ABBAS) has been boarded and used by the passenger.
Bear in mind that partial cancellations are not permitted. For this reason, please indicate if the passenger has taken this flight or contact the Airline directly for furtner information.
We are awaiting your response."

where as when i made the request after couple of days i check online our booking and tickets were cancelled and after this reply i contacted the saudi airline again because the ticket they are mentioning is of my Son who is 1.5 year old, how come he can travel ? any how saudi airline confirmed they could't see anyone traveled back.

Contacted the TravelGenio again that it is strange but ok give us the refund for the reset of the ticket.. till now no reply.

Anyone can help in this regard?

Regards,

Asma Younus

I am trying to change my flight and when the phone rings I am told that there is a waiting time of 4 minutes. After 4 minutes I am back to the beginning and I have to go through the whole process again. I want to change my flight from 12 August to 5 August . My booking reference is MBRUWV and the flight number is LX8070.
The airline says that I have to change it through the travel agent.

PLEASE HELP

I had a minor spelling mistakes on my name and i asked for name correction but they advised me after 2 months since i made my request to change that the airlines does not offer this service so i had to cancel, y ticket, I spoke to the (rude) customer service and they cancelled my booking and advised me that i will get a refund but there's no time specified, however its been nearly 50 days yet i haven't heared or received anything from travelgenio.

Dear member of Travelgenio,

I have send this email already on the 1 th July to info@travelgenio.us but still no response

I found myself in a uncomfortable situation 2 days ago (30 june 2019)

I booked my flight last week through your platform and received the confirmation with my booking reference/code in an email right after it

The day before the flight I tried to do the online checkin but the system coudn't find me so I went to the email and found a link that directed me to pay another amount while my card was already charged right after the booking

I tought the problem was solved but arriving at the airport the next day only few hours before the flight I got an email telling me the fare has changed, and so that I had to pay an extra amount which I was fine with
I was trying the next 3 hours and half to make the payment using diffrent cards but the link wasn't working
So I went to the counter asking if they could check on my situation but the only thing they could see was the reservation but not the confirmation

I send another email 2 hours and half before the flight informing about the situation but I didn't get any reply

So I kept on trying making this payment, but there was a bug on the website so 40 minutes before the flight i made a call to your custumer service but nobody answered so I decided to make the decision to buy the ticket from the counter which cost me £213

So I would like to ask a refund of the ticket I had to buy, I did all the possible to sort this issue but there was a no communication nor assistance at all, through phonecalls or emails.

Sincerly, Youri Dedeurwaerder