Travelgenio
reviews and complaints

Flying from Bogota to Miami to Phoenix on Nov 30. Flight times were changed and I agreed to them. Another notification of flight change, but when I called Travelgenio, I was told my reservation from Bogota to Miami was cancelled and my flight from Miami to Phoenix would be much later. The agent said she rebooked me on a slightly later flight out of Bogota, but I've never received a confirmation. When I used my original booking code, the automated system says no such reservation exists. I need to know the status of my reservation, but all I get when I try to call are dead ends!

I am trying to complete a name change for a flight and have called Travelgenio several times on their standard customer services number. I am always placed in a queue where it tells me that the waiting time is 1min40seconds, and after 5 minutes, the call is hung up from their end. This is so frustrating! I just want to get this done. I'm also aware that the telephone number is a premium line and I'm starting to think it's a scam that you are held on the line and continually cut off.

I booked onto a two-leg flight from London to Melbourne via Changsha for December and received an email from Hainan Airlines saying the second leg had been cancelled and that I'd need to contact Travelgenio to reschedule it, except the only problem is every time I call I'm told that I'll be on hold for 3 minutes 21 seconds and then after this time has passed it simply hangs up! I've tried three different contact numbers, all with the same result, and also emailed over three weeks ago to no avail. As it stands, I'm not sure if I can even get as far as Changsha as nobody has issues me with a new booking confirmation. What a colossal waste of £400+.

Purchased a flight and cancellation insurance.  Unfortunately, my father became ill (which is already enough to deal with) and I had to sadly cancel our trip.  It has been almost 2 months since I contacted Travelgenio with all the required documents to process the cancellation.  I have received no responses to 12 e-mail now that were sent to the customer service department.  I have spent the last 3 hours on the phone on hold trying to get to someone who could help me on the phone only to be told to e-mail them.  At this point, I am convinced that they are using e-mails and departments and administrative BS to steal my $900.  Which is incredibly frustrating considering all the medical bills I now have for my father.  Not only did they lie and steal my hard-earned money but they are taking away from my sick and dying father.  My only option at this point seems to be a chargeback claim and contacting a lawyer.  You should avoid doing business with Travelgenio AT ALL COSTS! 1000% SCAM!

We have been notified that our flight has been changed to the next day and we are unable to go on this day. So we need a refund. Having gone through the procedure on the phone and having waited over 15 minutes each time in the queue it then hangs up! Terrible customer service please could someone contact me. This is terrible customer service not being able to talk to someone and being on hold only for the phone to be cut is extremely frustrating

I purchased the flight from the website and it didn't show any clear information said when you don't buy the cancellation protection then you can not get any refund when you cancel this flight because of some reason. and when I called their number it take 10 minutes waiting the ring for the to pick up the phone and every few seconds they just let listen to the music and did not answer your question at all...will never use it any more.

My Jet Airways flight was cancelled on 17 April 2019 and same day I requested Travelgenio for refund. Travelgenio person told me to wait for 3 months. Now it has been more than 4 months, still no refund. There is answer when I will receive refund back. Other travel agencies has refunded Jet Airways cancelled flights long time ago, only finding Travelgenio is holding refund.

Travelgenio Booking ref # QTAQMI

Travegenio response is:

"Dear Mr.

Thank you for contacting us.

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.

Kind regards, "

I had booked a ticket from Bali to Manchester. (via Singapore) (flying on the 15th of August.)

My booking codes were: [protected] and J81979

But I could not get to Bali, so Travelgenio said they would make a change to my flight so I could board in Singapore and get to Manchester... they charged me for this, and told me it was ALL DONE.

I bought a flight to Singapore. - But... I got no receipt from travelgenio.
I rang again and again, emailed again and again.

One week before my flight they told me the change had not been made!- and that they wanted more money to make the change they said they had made (280gpp!)

I was worried that they would lie to me again... they would not change it again... and I would not be able to board my flight.

They offered me a refund with a 68 pound charge. I took it. They did not tell me I would be also charged 250 in taxes!

They then never even game me any of the refund. And will not respond to email.
They are the worst travel agent I have ever booked with. I wasted days of my holiday trying to contact them, and so much money on hold. And never got any money back, and had to book a new very expensive flight with another agency.

I had booked a flight ticket with Travelgenio's online portal, for travel from Mumbai (India) to Newark, NJ (USA). The ticket was of Jet airways for travel on 23rd May'19 and return on 18th Sep'19. Jet airways changed the schedule of the flight, such that the connecting flight was getting missed and hence I cancelled the whole ticket through Travelgenio on 27th Mar'19. Travelgenio informed me on email that the refund will take up to 1 to 3 months to process. After that I followed up multiple times with Travelgenio for refund and they kep replying that they are still waiting for refund from airline. It's been more than 5 months now and I have still not received any refund yet ! It was a big amount of $1600 and has impacted me financially. I am highly disappointed and frustrated with Travelgenio not sorting the matter and refunding back my money still. It has been a disastrous experience for me and I want to strongly complain about Travelgenio for not refunding back the money, if anyone can please help me with this complaint and I can provide more details for the same.

I booked a flight via Travelgenio to fly from Dar es Salam to Kilimanjaro in Tanzania. The flight was suppse to taking off at 10am on the 14th of August - on the 13th at 8pm I recevied an Email that the flight was moved to 6pm and that I had the option to accept the new flight time or cancel my flight and apply for a refund.

The Email was send by Travelgenio who told me that in any case I needed to contact the airline directly (Airtanzania) and inform them about my decision. I did. They confirmed me that the refund would take place - which never happen.

After a lot of hustle and bussle I found out that it was not Airtanzania who was suppsed to refund me the money but Travelgenio as I did the booking through them.
I contacted them several time - whenever I reached somsone on the phone (if I actually did and not waited 40plus minutes on the line) they usually hung up on me after I explained my incident.

Emails were never replied. Never got any response from them.

I will never book through them again, they steal your money.

Hello, my name is burak yalcin. I bought a return flight from paris to sao paulo from travelgenio. (13th feb-29nd feb-2020) I have a ticket number: [protected] - yalcin burak. My pnr:2z3348

My all flights had cancelled by the aigle azur airways. You may check this website: all the flights are cancelled from 7th of september by the aigle azur airlines. https://www.aigle-azur.com/index-en.html

I called so many times your customer services but I couldnt reach the office of travelgenio. I sent an e-mail to aigle azur airlines customer services and they told me that I have to contact with you. But I sent over 10 times e-mail, over 10 times calls but I couldnt reach anyone or you didnt get me answer about my questions. I have to make a plan. Please call me or write me.

Regards

Tel:+[protected]
E-mail:[protected]@gmail.com

The airline Czech Airlines has cancelled the flight OK 711 - flight date 09/08/2019, from Lisbon to Prague. I was noticed by Travelgenio (where the ticket were purchased) on 31/05/2019 that the flight is cancelled by airline, althought I called to Travelgenio customer service on day 3/06/2019 and were confirmed that the flight is cancelled. Travelgenio has explained the conditions, which is - the refund of paid amount for the ticket will be transfered to my account between 15 to 90 days. It´s already 90 days passed and no refund so far. The explanation Travelgenio gives is they are not authorised by airline company to process the refund. Many emails already sent and receive always the same answer -, , as soon as we authorized, we will refund the amount..´´ or, , your booking is being processed by refunds department´´..
90 days already passed - no refund, no clear information when will be processed..
Poor customer care service!

My booking reference L2VDZL is not able to be changed with the airline after 72hrs as per your website policy. I've tried to call you about 10 times tonight and each time I'm on hold you hang up on me so I've missed the opportunity to change the flight and had to buy a new ticket from emirates directly.

I called Emirates to change the flight and they said they can't do anything as the travel agency holds all the ticket rights until the ticket is used.

Please refund this booking as I was not able to speak with any of your customer care 24/7 as indicated on your website. Nobody picks ups the phone

Marketa

Look its simple i booked flights from delhi to kathmandu and back now the airline JET AIRWAYS has collapsed and the airlines website says to follow up with whoever i booked with (simple right) ? NOT, try getting customer service with travelgenio well about 30 phone calls later i get onto some fool that starts speaking to me in english and then asks me what language i wanted to speak, he gave me 3 options and guess what YEP english it was anyway the fool puts me on hold for another 23 minutes and comes back to me with what can he do for me, so i proceed with my booking number which was like having root canal surgery done he suddenly acquired the thickest spanish accent i have ever heard and it took me another 10 minutes for stupid to put those 5 numbers and 1 numeral into his computer, then he said to me yeah i will put you on hold as i am begging him not to for another 12 minutes, then the IDIOT says to me yep you cancelled those flights nothing we can do about that, I wish i could have reached down the bloody phone i would have choked him lol, anyway so i proceed to to brainchild the airline has collapsed definitely through no fault of mine, by this time i had more than enough of speaking to EINSTEIN so i asked for a supervisor and the rude little (C_ _ _ ) please excuse my language but he was nothing more than that, I asked for his name 10-15 times as he is speaking over the top of me telling me he could not help me at all, i also asked for a supervisor on several occasions and he just kept talking over me repeating the same thing i cannot help you ( YEAH NO [censored] EINSTEIN ) that's why i was asking for someone with an IQ larger than there foot size. I would not recommend TRAVELGENIO to my enemies let alone people i like. Still nothing solved, if this is how this company does business like this thank god i have only ever used them this once. Cheers

I purchased a 2nd September ticket on the 8th August, 2019 and purchased the cancellation protection plus. Five days later, I cancelled by the online form and requested a refund. After the 15 days stipulated days fir refund the money did not show in my account, only for me to call and be told I have not cancelled the flight... Luckily enough there was still time for a cancellation. The operator confirmed the ticket has been cancelled and the refund is being processed. I checked the flight code online and its still open, the airline has also been sending me messages reminding me of the flight date. I have therefore concluded that the ticket has not been cancelled and that I may not get my refund. After what I have read here about the complains of others, if I don't get my money after the 15 days, I will make Travelgenio very unpopular online... And that is a promise. Ticket code: YZ8PDA.

I have made cancellation requests and complaints to the customer care department of travel genio to cancel my flight tickets as I have changed my plans. The trip is in the next month . I have made my cancellation request before 20 days and I expected a response from them regarding this.
However, no replies from them were received and no one even picked up my calls.
Here are my ticket numbers for the cancellations and complaints made.
ticket 1: 2762976
ticket 2: 2759376

I had made flight booking on 22 nd June 2019 for Mumbai to Frankfurt .

I request you once to again to help me in this matter

I had cancelled a xiamen airlines booking through the booking agent travelgenio 8 months ago.

Ticket no.- [[protected]&1550]
Travelgenio booking code - tpqlkm

I am still waiting for my refund, after contacting them multiple times by email (nobody reply my email from aug 19. I only received autoreply) and phone.
They are lying and holding my money with the explanation that the refund are waiting for the airline, which is not true as I talked to the airline. The airline told me the fund of refund has been claimed by the agency long ago. When I called the agency by phone to ask for refund. They are saying the refund is in process, unbelievable, they even couldn't give me a reason why until now more than 8 months the refund is still in process. Very disappointing.

I submitted the following complaint and haven't received a response:

"I tried to purchase the flight associated with the booking reference above, however, I was unable to complete the payment due to being unable to meet the verified by Visa payment requirements. Despite this, there is a charge for 22.96GBP from Travelgenio showing on my credit card statement. I have opened a dispute with my credit card company, Barclaycard as I wasn't able to pass the verified by Visa security check because my mobile number was out of date. As part of the dispute procedure, Barclaycard has requested that I contact you to resolve the issue. Please return the payment taken of 22.96GBP, I have no idea why you took this payment and you have not provided any receipt or invoice for it."

To which I received the following response:

" Dear Mr/Ms. Baillie,

Thank you for contacting us.

We inform you that we were not able to charge the total amount of your booking as it was denied by your credit card company but we charged 25EUR to keep your reservation.

As you have not finalized the total payment and the tickets have not been issued the 25EUR will be refunded.

You will receive this amount in the next days.

Kind regards,

--
Customer Care Team"

This is totally unacceptable, you didn't even inform me that you had taken the money in the email that you sent telling me that the transaction had been declined. You then left it to me to open a dispute with my credit card provider to get the money returned!

I have spent hours on the phone, filling in forms and contacting various departments to get this resolved and I want to know what you are now going to do to compensate me for the hassle and additional expense you have caused me.

I have contacted my bank again to inform them of your fraudulent behavior and I want to be quite clear that my complaint is about the fraud you have committed.

I look forward to hearing back from you soon.

Fraser Baillie

This company must make money from failed transactions when people like me are charged without their knowledge and the money is never returned due to the credit card holder not noticing the transaction on their statement.

These practices are very unethical and actions should be taken to strip them of their travel agency license.

I bought Tashkent-Bangkok-Seoul ticket from this website. Payment process was completed successfully but I didn't receive my ticket. And I missed my plane. How can I take my money back. I'm in South Korea now and I couldn't find their call center in Korea. What should I do now? Is there any chance to retake the ticket or take money back? How can I take my money back?

I cancelled my flight on 24/6/2019 while I got an acknowledgement and was informed that there will be a refund with some administrative deductions to this day I haven't received any refund. I contacted them on 20/7/2019 and was told the refund was pending authorisation when they replied on 27/7/2019. I contacted them again on 18/8/2919 and 22/8/2019 but no reply as yet. I had nothing but appalling service from travelgenio.
Booking ref: O25NKS