Opodo
Reviews and Complaints

On Wednesday 21st July 2021 at 11:39am I booked and paid for an indirect flight on Opodo going from Lagos to London Heathrow via Frankfurt. The flight was booked for 22.55 on 7th September 2012 and due to arrive at 6.40am in Frankfurt with a connecting flight From Frankfurt to London departing at 10am. The operating airline were Lufthansa and Brussels Airlines.

I travelled from Delta State to Lagos state in Nigeria on 6th September, which is a 8 hour journey by car. I booked and paid for a hotel in Lagos where I spent a night. On the 7th I booked a taxi to the airport carrying my luggage and arrived at Lagos Airport only to be told by customer services that Lufthansa does not operate on a Tuesday. I was shocked and showed my tickets, but customer services explained that I would have to get in touch with the company I booked with- Opodo. I had no option but to return to the hotel via taxi and pay to stay another night.

I called and informed Opodo and Opodo asked me to 'check in' online. I explained that there was no need to check in as there was no scheduled flight from Lagos. Despite this the customer services representative checked me in on the connecting flight, which was due to depart Frankfurt for London on 8th September at 10am. After this I received an email stating that my flight had been scheduled for the following day, 8th September 2021. On a closer look at the email, I noticed that the first flight had been rescheduled. HOWEVER, the second flight had remained the same as the original time and date (8.9.2021 at 10am). This would leave me stranded in Frankfurt with no connecting flight. I called Opodo who informed me that they would contact Lufthansa and Brussels airlines but that it would take 48 hours to get a response. Meanwhile, I had been checked in online for the second flight (Frankfurt to London) by Opodo. I contacted Lufthansa directly. They informed me that I would need to contact Opodo and Brussels airline regarding the second flight. I contacted Brussels airlines and spoke to a manager for an hour, only to be told that there was nothing that he could do apart from direct me back to Opodo. I went back to Opodo, who insisted that it would take 48 hours to rectify. No consideration was taken for the preparation needed prior to flying including booking departure and arrival (day 2, 5 and 8) tests which would no longer be valid. No consideration was taken regarding having to return to a hotel in Lagos, which is an 8hour journey from my home. The expenses incurred have been excessive. Opodo finally suggested cancelling the flight and stated that the refund would take 5 working days. Opodo did not consider that this booking was made 47 days ago (21.7.21) only to be disappointed and cancelled at the very last minute. This subjected me to booking a flight with British Airways on the 8th September at a cost of £2, 500 for economy class.
This entire experience was highly stressful and frustrating. The customer services at Opodo were awful. I am in disbelief that customers can be dealt with so poorly.
I am writing to request a full refund for my flight which cost £490.32.
Please see the details below of the original flight.

Booking confirmed

Tue, 7 Sep
Lagos London
Confirmed

Opodo booking reference: [protected]

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Full Price £ 490.32
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Departure 11 hours 45 min

Lagos to London
Brussels Airlines SN 7261 Operated by Lufthansa
Airline reference VL39MF

22:55 Tue, 7 SepLagos (Nigeria), Murtala Muhammed (LOS)
Duration: 6 hours 25 min

06:20 Wed, 8 SepFrankfurt (Germany), Frankfurt International (FRA)
Class: Economy

Connection: Change plane
Transfer duration: 3 hours 40 min. Check with airline for boarding time and gate.

Lufthansa LH 904
Airline reference VL39MF

10:00 Wed, 8 SepFrankfurt (Germany), Frankfurt International (FRA)
Duration: 1 hour 40 min

10:40 Wed, 8 SepLondon (United Kingdom), Heathrow (LHR)
Class: Economy

Please see the confirmation below for the new flight I had to book for British Airways which cost £2, 499 as a last minute flight on the 8th September.

E-Ticket for TU77125
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You forwarded this message on Wed 08/09/2021 17:32
This message was identified as junk. We'll delete it after 6 days. You forwarded this message on Wed 08/09/2021 17:32
D
dean
Wed 08/09/2021 16:43
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

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To:
• oge.[protected]@outlook.com
E-Ticket

Rear Ground Floor Hygeia Building
66-68 College Road, Harrow Middlesex HA1 1BE
☎ [protected], [protected] Contact Information
Mrs SARAH AZIKIWE
52 Rattray Road
London SW2 1BD Booking Date Wed 08, 09 2021
Reference TU77125
Contact Dean

Flight Details
Itinerary
Departure: Lagos → Lagos
British Airways BA-74
Operated By- BA-74 Murtala Muhammed Intl. (LOS) Terminal - I
Sep, 08 2021, 22:55 Heathrow (LHR) Terminal - 5
Sep, 09 2021, 05:25 ECONOMY
British Airways BA-75
Operated By- BA-75 Heathrow (LHR) Terminal - 5
Mar, 01 2022, 09:40 Murtala Muhammed Intl. (LOS) Terminal - I
Mar, 01 2022, 17:15 ECONOMY

Traveler Details
Name Date Of Birth Airline Reference Ticket No
1. MR OGECHUKWU DAMIAN AZIKIWE Oct, 07 1983 OVCDAG [protected]

Flight Conditions
Change Before Depart GBP 180 plus fare and tax difference if applicable.
Change After Depart GBP 180 plus fare and tax difference if applicable.
Cancel Before Depart Not Permitted
Cancel After Depart Not Permitted

Baggage Allowance
Baggage : 2 Piece Plan // UPTO50LB/23KG AND UPTO81LI/208LCM
Cabin Baggage 1 Piece Plan // UPTO50LB/23KG AND UPTO50LB/127LCM

Booking Ref: [protected]

Hi Complaints Department,

Can you please arrange an urgent refund for the overcharge made from my account for the above booking.

The amount at the time of booking should have been £582 and I was incorrectly charged £1172, which is a £590 overcharge.

I have attached screenshots which prove the amount at the time did not exceed £600 via any provider, and there was a clear error on the Opodo online payment system.

I am unable to unsubscribe from my Opodo Prime account and the automated help keeps sending me round in circles with no option to unsubscribe, except from emails.
I've tried using both the website and the app and on both occasions the advice takes me into an information loop.
I'm unable to talk to a human and also unable to find an email address.
The money is due to be taken out of my account shortly.
Thank you

I bought a ticket through Opodo stating I would be leaving the airport SXM at *:** pm on ********* where the flight left at * pm that day. When I called the airline company they told me that Opodo had made an error on my ticket which resulted in me missing my flight. Because of that error, I spent an entire day at the airport waiting for a flight that would never arrive. I called Opodo and was told by an agent that a request had been made for me, it has now been ** hours and I have yet to receive an email from them. I called again today and waited for about ** minutes on hold to be hung up on before getting a chance to speak. I have had to spend over ***$ on hotels waiting for the next available flight. I demand that Opodo takes responsibility for their error and reimburse me for the flight that I was not able to get on because of them, as well as what I had to pay for hotels while waiting to be rebooked.
This was especially difficult because it all happened at night, as a young lady being outside at such times was very terrifying. I was very vulnerable and left alone outside an airport on an Island that I did not know, all because Opodo did not do their job properly. To top things off, they were nowhere to be found when trying to handle the situation.
I demand that Opodo takes responsibility for their error and reimburse me for the flight that I was not able to get on because of them, as well as what I had to pay for hotels while waiting to be rebooked. I demand that Opodo takes responsibility for their error and reimburse me for the flight that I was not able to get on because of them, as well as what I had to pay for hotels while waiting to be rebooked.
I contacted customer service over the phone, I reached out to Opodo's service via Facebook, I submitted a claim, and send emails. It has been 3 weeks and I have still yet to receive an response for anyone.

I purchased a Ticket for a return from Accra but due to covid and Turkey being on the UK Red list. I sent a cancelation to Opodo via email but no response I tried to cancel it online it was not allowing me. I went to the Airline office in Accra to cancel my ticket which they did for me. A paper was printed for me as proof by the Airline office at the Airport on 29/08/2021.
Opodo booking Ref.[protected]
Turkish Airlines TK 630. 19;30 Sun, 29 Aug Accra (Ghana)
Airline Ref. V55SWL
Turkish Airlines TK 1979. 07;50 Mon, Aug Istanbul (Turkey) to Heathrow.
Airline Ref. V55SWL
Passenger
Nuru Ahmed
# [protected]

I booked a ticket from Opodo via Qatar Airways a few months ago.
I contacted Opodo call center the 1st time 1 month ago to enquire about the cancellation policy of my ticket. The agent told me that he would charge me 150$ if I'd like to cancel the ticket, and told me that this is the airline's policy. I went on Qatar Airways' website, and they mentioned: "Get the unused value of your ticket refunded through your original form of payment, with no penalties or refund fees. Valid for any Qatar Airways' tickets purchased either directly from Qatar Airways or through travel agents".
I asked the agent to check with the Airline and get back to me. He told me he would get back to me within 72hours, and he didn't. I waited a week and called back the 2nd time, same thing happened, and told me he'd get back to me within 48hours, and he didn't. I waited another week and called again the 3rd time, the agent told me the same thing, and that he'd get back to me with 24h. Of course he did not. I called again a few days later for the 4th time, and they told me that the system is down, and she'll get back to me in 3-4 hours when they system will be back, and no one did. I called again a week later for the 5th time, and the manager Vikash told me that he will oversee the case and place the request as urgent and get back to me with a few days. It's been 10 days and he still did not get back to me.
The agents also mentioned that since my trip is not urgent in the next 2 weeks, that I have to wait to get closer to the date for the agents to resolve my issue, since they have more urgent cases to solve. I also told the agent that I was very understanding, I waited a lot, it's been a month already, I urgently need my money I cannot wait more than this.
The story had been going on for a month now, every time I have to call via international call and wait 30 minutes on the line to get to an agent. I have spent more than 70$ on international calls, and still never heard back from any agent.
I wanted to cancel my ticket because I need my money URGENTLY; they are not the ones who should determine the urgency of my case. I waited 1 month and still have no reply or action from their side.

Contact centre is not supportive to correct a spelling mistake of the booked flight. No chance to get a human support at all.

Company cancelled a flight and I was trying to contact customer support for refund. 600 euro lost, 1h lost on phone listening an idiotic music... Opodo web site is a kind of scam moving customer in round loops without any rational solution...

Opodo and probably the parent edream are a kind of scams I believe, the only job they love to do is to extract the money from your credit card...

Stay away...

I booked return flight with opodo to fly from London to Dundee. These flights had a total cost of £720.

As the money was taken from my account i assumed my flights were booked however on the day my daugter and I were due to fly my flight status kept saying "pending". I phoned Opodo and it transpired that due to a "service error" those flights were not booked. They agreed to refund my money in full.

One month later no money has come back to me putting me under severe financial strain. I phoned Opodo again and it transpired that due to another "service error" my refund was declined. The call handler ASMI told me due she would open the refund request again. I asked to speak to her supervisor to why my refund request keeps getting declined as a service error is not an answer.

On 13th March 2020 I booked a flight with Opodo to fly from London Gatwick to Tbilisi with Georgia Airways on 8th April 2020. The flight was subsequently cancelled and I initiated a request for a refund via Opodo's online platform. I received confirmation from Opodo on 22nd Dec 2020 that the refund request had been received.

I have been in touch with the airline who said on 17/6/2021 that no refund request had been received by them so I called Opodo to make another refund request.

The airline will no longer respond to my requests and as I bought the ticket from Opodo, it is up to them to sort this out.

Electronic ticket number 606 - [protected]. Airline booking reference JGLZSD

Booked two return Emirates Business Class flights to NZ in May. Emirates cancelled flights in late August and informed Opodo. It is impossible to request a refund as the chatbot does not allow access to a human agent as the flights are too far in the future. Opodo therefore is keeping the £9000+ as long as possible. I cannot re-book alternatives as they have my money. The 'Manage booking' tab does not allow access to refund information.

I have requested invoice multiple times. It always says that it will be sent in 24 hours but I have never received it. It is not in the spam folder. The company is simply lying to you. I thought I won't have a problem with opodo since I knew I won't need a refund ar to change my flight but they failed to deliver in such a simple thing. Truly untrustworthy company, will never buy from here again.

I have discovered the following problem with the work you have done for me: Flights from London to Cape Town via Portugal with Tap Air Portugal were cancelled in December. This refund has been agreed by the airline and the monies were paid to Opodo months ago. I have contacted Opodo 16 times to get my money back as it is well past 6 months now. Opodo consultants confirmed on the phone that the money would be loaded for payment, yet it never came and has still not come.

The return trip with British Airways via Johannesburg is supposedly still not approved by the airline. I find this hard to believe as I know BA are efficient at turning around refunds. I have called Opodo multiple times asking what the situation with this item is. They tell me the same thing repeatedly, that they will raise this with the airline and that a supervisor will call me back within 3 days. I have been promised a call back 4 times - I have not received one.

I am writing to raise a complaint regarding my booking with Opodo, which was cancelled and refunded by Turkish Airlines, but these funds which are legally mine, are being illegally held by Opodo.
On 15th December 2020, I booked my return flight home from Dalaman (turkey) airport with Opoda for the sum of £315.41 - flying with Turkish Airlines on 31st May 2021.
On 11th May 2021 I received an email from you stating that the airline had changed the flight and requested that I take further action. I clicked through to 'manage my booking' it stated that the flight had been cancelled and a full refund would be issued (no alternative option offered). I had several flights booked direct with Turkish Airline (five flights) for that trip (only the return flight from Turkey to UK was booked with Opodo), as I was travelling around Turkey. All my flights were cancelled by Turkish Airlines and I received a full refund within days of the cancellations without any further input from myself.
I have periodically checked in on my Opodo Account, during the intervening time, noting each time, that the status of my refund as 'awaiting refund'. Today I have again logged on to my account information and note that the refund due is now £75.27! I requested a copy of the original invoice and note that they have changed the amount paid (£315.41) to £75.27. This is surely fraud?! I've still not received any refund.

Hi, I booked the following 4 star hotel in Paris through you for one night 20-21 August 2021

Le Rocroy Hotel Paris Gare du Nord - Paris

13, Rue de Rocroy, Paris, 75010, FR

Confirmation number [protected]

To my surprise when I arrived to the hotel I found it closed and deserted and some indications of maintenance is going on! No not been informed about the hotel current condition! I had to ask nearby bar about the hotel and I been guided to another hotel nearby which the barman indicated it is a sister hotel and that was Hotel Avalon Paris, which marked as 3 star. The late hotel had my name and I had to check in! I had to walk some distance with my luggage's to reach to the second hotel! To my surprise why I not been informed in advance!? Neither directly through the hotel nor by Opodo!? I am demanding a clear justification about this irresponsible act and a compensation to what happened.

I am awaiting a refund from a cancelled flight Jan 2021 to Australia . I can't get through to anyone at the company it keeps putting me to a robochat . Very frustrating as it says refund requested and authorised but I have waited over 6 months now . I don't know how to contact the company .Due to the fact they said on app refund authorised I waited and it is now to late for chargeback on credit card . I tried to resolve with company direct with no luck

Opodo booking reference: [protected]

I booked on flight on Tuesday 10th August for a flight from London Heathrow to Edinburgh on the evening of 22nd August. I made a mistake and it should have been in the evening of Wednesday 25th August. I immediately called you at 08.45 on the 10th August to rectify the situation. I was told I would receive a response within 72 hours. I received no response. I left it until Monday 16th August and called you at 09.41 and was told I would receive a response within 24 hours, again no response. I called at 11.09 on Tuesday 17th August and was told I would receive a response within 48 hours, again no response. I called yesterday at 14.06 and after spending most of the call on hold the call was disconnected. I immediately called back at 14.26 and was told I would receive a response within 24 hours. Guess what, no response. I called today at 15.40 and after a lengthy call was offered a flight leaving Heathrow early afternoon on the 25th August, this is of little value as I will not be finished my meeting in Wokingham until at least 15.30 on the 25th August.

I think it is very disappointing that after being promised 5 responses I received none and if I had the response I received this afternoon earlier you would have been able to move me to the evening flight as I have been checking with ba.com on availability since making the booking. I then asked for a refund which your operator refused to look into and refused to transfer me to a manager. I now have the unenviable task of travelling into London to get a train to Edinburgh or travelling across London to Gatwick or London City.

Given all the broken promises, the lack of response and the amount of time I have wasted calling you I think a refund is appropriate.

On the 17 August I booked/paid for flights booking [protected], two hours later on the same day I cancelled the booking on-line (following the instructions of the chatbot).
- Next morning, there was no cancellation email so:
- I called the support and explain that I wanted to cancel, Nisha instructed me to claim from the insurance.
- I called my credit card company who confirm the transaction was pending and advised me to call Opodo and instruct them to not withdraw the transaction.
- I called before lunch and cancelled on the telephone (Option 3 on the key pad) then spoke with Ahmal and explained the situation where the Opodo promise needed to be up-held as I cancelled within a few hours from the booking and this was not an insurance claim but a strait booking cancellation. I also instructed Ahmal that they should not take the money from my account. Ahmal ensured me a supervisor will work on this refund and call me back in the afternoon. I never received a call...
Today 19th August, my credit card company informed me Opodo withdrew the money from my credit card yesterday evening.
I am disputing the transaction and opened a case with my credit card company.
It is clear from this sequence of events Opodo and the staff had no intention to cancel my booking within 12 hours of the payment. I expect a full refund immediately.

Philippe Chaput.

Booking reference [protected]

I booked a return flight from Larnaca Cyprus to the UK last year. It was flying out on the 4th June and returning on the 14th June. When my flight was cancelled, I followed procedure and applied for a refund. The refund for the outgoing flight was received in August 2020. In September 2020, I enquired about my refund for the return flight. It was obvious at that point it had not been submitted to the airline. I have now been waiting since then with still not refund received. This is in spite of their own website advising refunds are taking 3 to 6 months. It has been 14 months since my flights would have occurred.

I have been told on numerous occasions by opodo agents that to wait another 30 days. They are just fobbing me off without ever looking in to the issue.

The total cost of my booking was £416.99. I have still yet to receive the remaining £228.93.

Regards
Stella Phokou
[protected]@yahoo.com

allo,

My return flight from Munich Germany to Tel-Aviv Israel (LH 684 VVDJXR) was cancelled by Luftansa airline. This affects my return flight from Split Croatia to Tel-Aviv.
I booked the flight at Opodo site order [protected].
I was told by Opodo that they would come back to me with options within 24-48 hours. This was on the 3th of August.
More than 10 days had passed and I didn't hear anything for Opodo, although I had approached them several times.with no results.