Opodo
Reviews and Complaints

ast name: NCUBE
First name: BRIAN
Service booked: Flight
The flight booked had to be cancelled due to opodo agent error but attempts
to resolve this is proving difficult I've been promised call backs but none
have come I called and was told no error had occurred. I was told spelling
of names was correct but error was inputting one of my son's middle names
in the surnames column. My family is stranded overseas but no one seems to
care I need this matter resolved ASAP
I BOOKED AND PAID FLIGHT VIA AGENT NOT ONLINE. I HAVE LOST £1400 AND ITS NO
FAULT OF MINE. YOUR COMPANY APPEARS TO BE TREATING MY CASE AS TRIVIAL. MY
FAMILY ARRIVED FOR CHECK IN AND COULDN'T BOARD. I CALLED YOUR COMPANY
BEFORE THE FLIGHT WITH NO RESOLUTION. I FEEL THIS IS A GENUINE HUMAN ERROR
AND NIT MY ERROR. ALL I WANT IS FOR MY FAMILY TO MAKE THE JOURNEY TO THE
UK. THE TRAUMA AND COSTS ARE ESCALATING DAILY THE LONGER THIS MATTER IS NOT
RESOLVED.
Passengers
Tiny Constance Ncube.
Zion Masegoanele Kealeboga Theo Ncube.
Airline reference P7ZZRS
flight on 19th September 2018 from Gaborone to London via Johannesburg with
return 21st November 2018.
Brian Ncube
[protected]
[protected]@gmail.com
've been promised feedback with no success. And I have been told a blatant lie that my family did not turn up at the airport. This is not right they were denied to board band this is unacceptable. My family is stranded because of your error and your response is not fair I have spoken to ombudsmen service and my solicitor and they would like a letter of deadlock from you to say you cant resolve the matter then the matter can go further have spoken to the Airline office in Botswana, they are clear my family was not able to board because of opodo agent error. I have attached picture of screenshot from the airport check in were they were stopped from boarding
SAA (SA express) Botswana check in office...Agent Vicky denied ever getting a call from Opodo...she checked our tickets and confirmed that the reason we were denied boarding is the error in the child's name. The travel agency has to correct that before we can be allowed to board

Booked a Xmas hotel and flight package with opodo from exeter to Jersey. The confirmation showed a hotel booking in Jersey but a flight to Guernsey. We contacted opodo immediately but were told to contact the airline direct. We then contacted the airline and discovered that the flights booked were non refundable. The airline feel this is a grave error by opodo and their problem. We agree. The package is NOT F IT FOR PURPOSE! We now have to book flights to Jersey independently at additional cost. We should have the flights to and from Guernsey refunded.

I am writing to complain about the customer service helpline. I called earlier today (20/09/2018) to rectify a booking and was told that the modification service was down and that I should call back in three hours. When I called back waiting times were very long and i had to make several phone top ups to cover the cost of the call (45 eur at least). When I finally got through to someone, I was told that they could not do anything because the leg I wanted to modify was using a low cost carrier. The connection was lost before I could get any further information. I then tried to call again to simply cancel the whole booking thinking that this would be cheaper than modifying my ryanair flight. Unfortunately I again spent a long time waiting without ever being able to get through to anyone. I have had no help or useful information from your customer service team today and have spent a lot of money trying to make these calls. Furhter more, the message in the phone menu said clearly that I would be transferred to an automated cancellation service but then I was put in another queue and kept waiting for more than 15minutes.

None of these changes would have been needed had your booking form clearly stated that the flight was goingt o Brussels charleroi airport (I wanted to book a flight to brussels international airport). Please contact me should you wish to remedy the situation or failing this be informed that I have no intetion of booking a flight with you again.

I booked a flight with you on the 14th July for a flight with Icelandair from Manchester to Edmonton departing 17th October and returning 2nd November. You contacted me a few days to say that icelandair had cancelled my return flight and you were in discussion with Icelandair about the options. Today you contacted me again and offered me a refund ( which I didn't want) or a flight back from Canada but from a completely different airport. Neither of these options are an acceptable option but in the absence of a. Redouble alternative I accepted the refund request. On reflection I wish to complain about how you have resolved this issue and to point out that you ( or Icelandair) are breaking EU regulations that say that passenger must be offered an alternative flight as an option. You didn't do this and I intend to take this further as you are breaking the law. The customer advisor in your call centre offered me return flights from either Vancouver or Toronto but you told me I had to get myself to these airport at my own cost (which are both a few hours flight away from Edmonton). The issues I have are
- your advisors do not seem to know the law
- you didn't offer me an alternative flight from the same destination airport
- I am now significantly out of pocket as I am having to source an alternative flight at double the price.
- your advisor initially wasn't going to offer to pay back the full cost loading for the flight.

I want my refund as soon as possible, and I want compensation (£500 would be appropriate) as you have broken the law and you have left me out of pocket.

I intend to take legal advice to progress this further.

My booking reference is [protected]

I look forward to an urgent response and escalation of this complaint

Regards

Pamela Firth

To whom it may concern;

Re: Urgent complaint for booking [protected]

Please take the time to read the notes on file. We cooperated with everything requested by yourselves and nothing was done to rectify the simple situation. Despite spending endless hours on the phone between yourselves and Atlas Global and providing all the evidence relating to my travel to Istanbul for a medical procedure including the details of my surgeon.

Ultimately, I ended up having to purchase another ticket for my replacement medical chaperone which cost £315

In light of this situation, kindly arrange for an upgrade to business class for both passengers (myself and Miss Maryam Khorassani) for our return journey to London on the 12th of September and offer some further compensation for the additional expenses we have incurred in relation to additional flights, telephone calls and time.

I thank you for your consideration and eagerly await confirmation of this.

Yours faithfully,

Ann Marie McKeen

One of your customer service advised me wrong about my allowance luggage she said that have luggage in my return ticket no need to buy so I bought just going ticket but in my return the carrier company said no you have 0 luggage so they make pay 128 EUR I was very upset. The customer service who advised in the phone was pretty sure that I have asked her twice pls solve this problem asap because still want use this company in future.

I booked fights from London to South Africa in January 2018 (to fly in August). I do not live in England but I would be flying from there so that I could travel with a friend.
I purchased travel insurance when I booked my flight as it seemed convenient to do so.
I was not made aware or at all informed that I had to be a British resident in order to be eligible for the insurance. It wasn't until a week before I left that I double checked all the finer details and I discovered this information in the fine print.
I then tried to cancel the insurance as it was now obviously useless to me.
I phoned over 15times over a two day span with absolutely no help whatsoever.
I was told that the normal help line cannot help me and was given a number to phone the insurance brokers. Every time I phoned I was put straight through to the "overflow line" as all the operators were busy. I was told that they would phone me back.", which obviously never happened.
I feel that the phone line is a scam. Firstly I wouldn't have been able to claim if something had happened because I don't live in England and secondly I would just eventually give up if I phoned over 20 times and never got through to anyone.

I then also got the Opodo app which has an online check in option. This was also a compleat waste of time. I didn't get my boarding pass until I had already landed at my destination. I had to go and check in separately with the airline directly. If the app can't do want you promise then don't bother having that option. It just adds stress to travel which is completely unnecessary.

I have been so disappointed with my all around experience with Opodo and I will never use them again and plan on sharing my terrible experience with everyone I meet.

Opodo does not provide complaint reference.
I recived the email on 26 july that refund will be payed in 1 weeks time and it 24 August and not payment was received.

As per opodo staff my refund has been payed but they would not provide anything which I can go to bank with to check . Instead, they are asking me to prove the payment is made.

I was on call with opodo staff for more than 1.5 hour but they dont send out email, or provide a complaint reference or there no email on which you can complain.

I requested for an email on which I can complain and I was advised none exists and no complaint reference will be provided and I should believe that complaint has been received. I asked how can reference this call I had for 1.5hour and i was told to ask for transfer to the department but no department name was given and I was told this is the policy and the representative dropped the call.

I boughy / flights through opodo on 6th march. At the beginning of May i cancelled one of the flights as the airline wizz air had changed the flight times twice. I checked before with wizz air that i would get a full refund. They confirmed this and said i would be refunded through opodo. I received an email confirmation of this on the 9th may. I phoned opodo when i didnt receive a refund. They told me that they hadnt received anything and put me on hold while they ttied to contact wizz air. When they couldnt get through they told me to phone wizz air. Which i did and of course wizz air assured me that they had refunded me on 4th may. So i phone opodo again and again they deny having a refund. I compalined to both opodo and wizz air and only wizz air have ever replied. Opodo has not responded once! I have the refund confirmation from wizz air and reply to my complaints sent to my email address. I am still waiting to hear from opodo who wizz air say have my money. Opodo Booking ref. [protected]

There were tickets were purchased using my family details and paid by my debit card without my knowledge. I called opodo to rectify the problem instead they were blaming me that I have purchased the tickets and confirmed by email, while they don't have my mobile not my email.
I am very disappointed and asked my bank to file fraud case and retrieve my money.

Dear sir or madam,
My ex wife has used my account to purchase tickets from opodo without my permission. I have made many contacts but each time I was given not satisfactory answer.
I HAVE NOT AUTHORIASED AND MY BANK ADVISED ME TO CONTACT OPODO TO MAKE THE REFUND WITHOUT ANY DELAY. If opodo refuse my bank will take action and recover my money as I did not authorised the payments.
Please find Above the confirmation number and make the refund.
If you find my mobile number or email number in the booking I will be responsible for the booking. None of my details used to be come to know about this booking until I went to bank to withdraw money I was told I haven't got enough.
Looking forward to hear from you soon.

Opodo booking - Ref: [protected]
Contract number: [protected]
Client number: 7374760
I hired a car through Opodo and paid £241.21. Opodo informed me that there would be an extra charge of £100 (approximately) for the additional drivers. On hiring the car 398.82 euros (£368.07) was charged to my account. The breakdown on the invoice was not very clear and a tax was mentioned that we would have to pay but there was no reference to this on the invoice. We were not told that we would be charged extra for having a diesel vehicle and had to pay an airport surcharge. None of this was made clear when booking the vehicle.
I was refunded £127.19 by Gold car. With the additional payment of 91.98 euros for the additional drivers this leaves approximately £150 unexplained for that was not refunded to me. I had taken out full protection so I do not know why I have been charged for a bail bond and super coverage and mega relax cover. I expect a refund for the amount not accounted for

I used opodo to book my flights.The price didn't not include suitcase and I had a transit.The route was London -lisbon and then Lisbon -Sao Paulo.
Tap air portugal employees mentioned that the last 2 months is a common thing that opodo does.my question is how is it possible to have no bag allowance from London to Lisbon and have a transit flight from Lisbon to Sao Paulo at the same day with only 30 minutes difference.could you please advise how are you going to compensate for this as I paid 75 pounds extra therefore the ticket was not the price that opodo sold it to me.how can I claim this amount back?

I had very bad experience with opodo (www.opodo.co.uk). booked a flight on 20th july 2018 and after a couple of hours, I got message saying ' booking unsuccesfull'. Accordingly I have called their customer service and rebooked the flight while on the phone. After waiting 4 hours, called opodo' s customer service and asking the reason of delay as weekend is imminent and acting with tight schedule.. The customer service team member told me that they could not get the money from my bank account. This time I had called my bank asking if there is any blockage. However bank confirmed that there is no blockage at all. Again called opodo's team member (4th time in total) and being kept almost 2 hours on the line.. Giving all rubbish excuses... After all my insistences their supervisor admitted that they had sold the ticket to someone else (whereas they told me that they were unable to get the money from my bank account). Finally I have booked the flight via other channel at higher price wasting my all day...

Recently I have started searching various comparison sites for a return flight to Larnaca and I was excited to see Opodo was showing me the cheapest option at £226.21 per person (Closest I could find previously was around £334 pp).
So I went ahead and started filling in the details of myself along with a friends details who was also travelling with me.
After I typed in all the details which also included the credit card details I was presented with the summary page and at this stage I was being little cautions (see attached screenshot).
Next thing I clicked on screen to move to the payment screen where I noticed the cost has jumped to £1065.76 (for two people travelling)!
I have not authorised the payment at this stage and attempted to just close the screen, but somehow still I got charged.
Same day I contacted Opodo to explain the situation and cancel these tickets, only to be told that they can only refund some of the money - £704.40.
I am absolutely fuming that they can do this and will try anything and everything to deal with them right to the end.

[protected]

Complaint re unlawful miss selling insurance .
Ref [protected] ..
Flights x2 Bristol to Dublin 4/9/18 return 11/9/18 ..
Flights were £51 98 taken from my card (flight itinerary )
£21 00 taken on confirmation email bringing total £73 28 ..(insurance cancellation )
I did not knowingly agree to this and in bold it stated flight increase so I continued with booking ..
I am disgusted with this practice and it has been impossible to get anyone to address this to date ..
I have sent complaint form but no reply ..phone calls never answered for ages costing me a fortune !
Never use this company ever again !

Dear Customer Services
I have been waiting since May for a refund from Opodo for a flight that was cancelled by the airline.
Please treat this email as a formal complaint
The following is a chronology of what has happened.
18/02/18 I booked a return flight for 2 people to Cluj from Luton Airport with Opodo. Going out on with Blue Air on 07/08/18 and returning on with Wizz Air. I paid with my Barclay card. The booking was confirmed by Opodo the same day.
17/05/18 I received an email from Blue Air to say that the outward journey was cancelled and the total amount refunded via the same payment method.
18/05/18 I agreed to a refund from Blue Air. Waited 10 days but no reply.
22/05/18 I contacted Blue Air and was advised that the refund was made to Opodo, the agency who booked the flight. They wrote:
"We started the procedure for repayment of 179.98 EUR, representing the sum you have paid for the ticket with the confirmation code Z1U9TB. In the agency account (where you bought the ticket). Repayment will be made in the same account, respectively, on the same credit card used when the tickets were purchased. Since more transactions are to take place between different banks, the period in which the money will actually go into your account may take from one day to two weeks."
16/06/18 I had not received a refund from Opodo so I telephoned Opodo Customer Services.
I was asked to send a copy of the cancellation email. The sent me this email:
"Dear Customer,
In order to process your request, we would need you to provide us with cancellation email by replying to this message.
Once we have received the document above, we will continue with the necessary arrangements in order to fulfill your request as soon as possible.
We remain at your complete disposal should you require any further assistance.
Kind regards,
Your Opodo Customer Services Team"

16/06/18 I sent the requested cancellation email and same day received an email back confirming receipt.
17/06/18 I received an email from Opodo saying everything satisfactory and the refund is being processed and would be refunded £162.53 to my Barclaycard Account in 10-15 days. They wrote:
"Your Opodo booking reference: [protected]
Thank you for contacting Opodo.
With regards to your booking (reference: Z1U9TB) we are pleased to advise you that your refund has been processed and credited to the same payment method used during the booking.
The exact amount of the refund has been processed is GBP 162.53 on 16 june 2018 and should appear in your account within 10 working days.
Moreover, we have checked your reservation and found that your return flight is confirmed."
04/07/18 I waited 15 days but no refund. I contacted Opodo again by email and wrote:
"Hi, I have gone through the refund process and was told that I would receive a refund in 10 working days, these 10 days are long gone and I still have not got my refund. WHY? Vera"
09/07/18 I received a reply from Customer Services:
"Your Opodo booking reference: [protected]

We sincerely apologize for the inconvenience caused to you.
In reply to your refund request, please find below all necessary steps to be followed in order to apply for your refund from Blue Air.
1. Contact the airline and request a refund confirmation stating:
The amount refunded
The date and time of refund

2. Forward us the email from Blue Air in which your refund is confirmed.
Once we receive this document, we will proceed to refund the corresponding amount to the same card used during the booking process.
We remain at your complete disposal should you require any further assistance.
Kind regards,
Your Opodo Customer Services Team"

11/07/18 I resent all the information as requested.
12/07/18 I received an email from Opodo saying my flight was confirmed!
17/07/18 I still have not been refunded

Vera O'Shea
17/07/18
[protected]@hotmail.com

Hi, booking reference [protected], confirmation of cancellation on May 17 yet today (July 01) still no refund.
This is exacerbated by no communication plus the difficulty of making contact with Opodo.

Basic internet research regarding Opodo are just compounding my concerns. Please review & set clear expectations.

Regards, Jenny Waite [protected] / [protected]@yahoo.co, uk

Dear Customer Services

I am writing to you to raise an issue about: Travel Agents

The issue that I have experienced was: I booked a ticket on your site and got a confirmation mail. Then I called the Air line and they told me that the booking was cancelled. However, Opodo that the booking is on progress. I need explanation becayse I was charged the value of the ticket

It occurred on: June 26th, 2018

I need my money back

I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply back via this email account.

Yours faithfully,

Ahmed Ismail

Booking Reference: [protected]

I purchased my tickets with flight cancellation insurance and cancel for any reason guarantee. Something very important came up so I called customer service to cancel my flight but to my surprise the representative said it was not possible. So what happened to the cancel for any reason guarantee that I paid for?! And to make matters even worst, the customer service representative would not give me his name. I tried asking for his supervisor but he would not transfer the call either. I called 5 times but the same customer representative kept on hanging up. This has been a horrible experience for me. I lost money because of the lies and false information on their site. I will never do business with opodo again!