Opodo
Reviews and Complaints

Do not book with this company. This is the most unprofessional service provider i have ever dealt with in a decade of using online travel agents to book flights. I booked flights to usa with opodo for summer 2017, having been directed to them through skycanner (This company should think twice before being affiliated with such a disgraceful and corrupt company) in the beginning of february 2017 to find another £370 debited out of my account another two weeks later for the same paid flight. Therefore double charging me for a thomas cook flight i had already paid for (I booked through their sales team on the phone!) and effectively making an unauthorised payment from my account which by definition is fraud.

After several days on the phone to their customer service team trying to get the problem sorted, i managed to get through to the refunds team to explain the situation. After back and forth emails, sending my bank statement as proof, i was finally assured by their finance department that i will get this refund, it was a mistake on their part and that the refund has now been processed. I should expect to receive it the following week but they cannot promise me this. I asked "why will it take so long?", the adviser paused "due to a backlog of payments". Clearly, this is something they do on a regular basis, make unauthorised transactions, double charge, cancel flights...The complaints list is endless! A month has passed and i am still £370 down on my account and they have blocked my calls through their call centre and are ignoring all my emails. Absolutely disgusting and unprofessional. It is pathetic to say the least, i am astounded at their level of service and i would advise anyone thinking of booking through this company to seriously question such a decision. The cheaper cost is not worth the insurmountable problems you will have with your booking. I have launched an investigation through my bank and will definitely be procuring some legal assistance to help resolve this. I will also be taking this to the press. Despicable.

Opodo booking reference: [protected]

I booked a flight with Opodo for a return flight to Stockholm and a Stockholm hotel flying out with Scandanavian airlines and back with Lufhansa.

There was no where on any documentation I received from Opodo to say any of this was not-refundable. I spent half an hour on the phone to find, from a very unhelpful customer services rep that the flight was not refundable. and for some reason that I would get £30 back (less than 10% of ticket price). I was passed around several times before I got his info, I was then told that they did not deal with hotel cancellation and he would pass me on to a colleague. after waiting for 40 minutes, I gave this up as a bad job. It has taught never to use Opodo again (I have used them frequently in past, but never again). Possibly the worst customer service from any organisation I have ever dealt with.

Hi,
I'd like to speak with someone with regards to our flights we booked through Opodo. I have just spoken to your India call centre and must say were no help what so ever. We have booked flights through yourself to ibiza in August. We had the use of a villa for a week and now the person who owns the villa has now accepted an offer for the villa and has sold. This means we can no longer go, due to a once in a life time trip to Florida we can't afford the expensive costs of a hotel or a villa at that time of year. I'm looking for some compassion as I'm now £650 out of pocket. What are my options? After talking to your Indian call centre I want to say your company is very unhelpful and put it all over social media. But I'm happy to give someone from your UK office to respond.

Date of the incident - March 4, 2017

I bought the plane tickets from Opodo in December 2016.

On Mrach 4, 2017, I got a letter from Opodo saying one of my flights got cancelled. The booking confirmation is [protected]. I'm trying to contact them for 5 days now... writing to customer support on their web site, calling them... they don't reply...nobody's picking up the phone, it's just impossible to contact them.

I want to find out what I should do with one of my flights cancelled? Are they going to change my flight? Are they going to buy me different flight tickets? Or what should I do?

How can I contact them? I need to know about my flights!

It all started with failure to honour the “best price guarantee” (Which met opodo’s conditions!) by a customer service rep - and after waiting 30 mins on the phone! How much easier it would have been for opodo to keep my custom and offer the minimal difference - instead a refund was offered, confirmed with an email.

30 days later and counting .. Opodo still has my money, in the meanwhile sending automated emails about check-in to the flight I cancelled!

As a result, another hour of my time wasted trying to get through to customer service again, being put on hold, passed around and then finally escalated to a supervisor - giving his name as “karan” and whose promised email on action has yet to materialise…

I have lost all trust with opodo from the appalling service and incompetence I have experienced with them and can only hope that they eventually return my money…i am left with the impression of being cheated by a cowboy set-up.

I need to cancel my refundable flight with British Air ways. Tried calling your customer service number more than 5 times. Each time the call gets disconnected after 30 min. I cannot call to a direct number and Its not possible to leave my number so you could call me back. This is ridiculous. You are wasting your costumer's time. Please call me back to this number [protected] or write me to my booking email otherwise I will be forced to issue a complaint to the relevant customer protection services in the UK and to dispute the payment.

I am writing in connection to a booking place on the evening of 24/02/17.

I booked flights to bangkok from Manchester for 21/04/2017 returning 01/05/2017.

But recieved confirmation for 17/04/2017 returning 27/04/2017.

I called this morning once the contact centre number was available and spent a hour speaking to 5 different departments on a premium rate telephone number to be told no one could help me. 

At this point I was promised a callback, which didn't happen.

4 hours later I called again and spent another 30 mins on the premium rate number speaking to 3 different departments.none of which would allow me to speak to a supervisor or manager. 

I was eventually promised a cancellation and full refund. However I was informed this would take 3 weeks even though the payment was still only showing as pending.

This is unacceptable as I still need to book my flights before the prices increase further.

Furthermore I was informed that my time and inconvenience and cost for attempting to correct your error could not be reviewed. Again I was told I could not speak to a supervisor or manager.

I was informed to contact your customer service team via the website. A facility that does not exist.

I refuse to spend any further time on the telephone at my own cost, so have written this email to the only email address I can find.

I have had so many problems with this travel agency. I have been away from homr for 9 months and was just trying to book my flight home. The design of the mobile interface is lacking in information and misleading whixh led to me having booked my flight with a doubled surname. There is no passenger overview to show the information I have entered just as every other booking site has, instead, the mobile site directs you straight to the checkout. I booked my flight on the 13th of jan 2017 and after getting my booking confirmation email realised that my name was incorrext. After more than 5 attempts to resolve the issue, with Opodo in contact with my airline discussing my name change, and countless hours on hold, I called again for the last time on the 7th of february 2017 to find that my request for a name change was denied as thr change required more than 3 characters to be altered. It was suggested that I cancel my flight. Had I been informed my name change was denied or had Opodo discussed my name change with the airlines propperly I could have booked a different flight further in advance and saved money rather than the 10 days I now have. Not only has this been stressful and mentally draining on myself I have lost hundreds of pounds due to this companys poor oragisation and lack of proffesionalism. This experience has left me stressed and in debt with only hald a refund being given back. I will never use opodo again and implore my friends and family to do the same.

Incident date: Dec 2016
Booking reference: [protected]

I cancelled my trip in Dec 2016 and was told by an agent a refund would be coming from 30-60 days. Today would be Day 53 with zero update.

Now, the biggest issue is contact and communication. The website provides many places to send an email, however the email will be returned over and over again as "undeliverable". When I did call several times, costing me $.20 a min for a total of $100 on my cell bill) I informed the agent of the technical issue with the email system and process. As of today, still unable to email the company. I have even contacted them on Facebook without success. Please help! Beware! As of now its a black hole.

This company is the worst! I booked with opodo (big mistake). On arival at the airport I was held at security with united airlines and asked many person questions that have absolutely no relevance to them and after 45 minutes they decided I was not allowed on my flight as I did not have a visa to enter America (it is not required as I was only passing threw transit). After showing this to them they still would not let me on my flight or allow me to cancel my flight. I called opodo to cancel and they told me I was marked as no show so are not able to refund my ticket! I have proof of being at the airport, I even had to book another flight from the airport for 2 hours later with a different airline as I already out of my home country. This is pathetic. I advise anyone booking with this company to re think the idea. This will be taken to the press.

It was the morning of 14th December and everything was set. My wife and I had planned for our trip to New Zealand for over a year. The moment was finally upon us. Christchurch to Auckland, 3 weeks in our self-contained campervan, nature, lakes, glaciers, caves - you name it and our itinerary had it. This was going to be perfect. We had used all the tips and recommendations from friends and Lonely Planet to build the trip of our lives - this was going to be epic. My father-in-law's passing away in November made it more 'medicinal' than 'recreational' - my wife and I needed this time together, away from civilization and everything else. But sadly Opodo and China Airlines did not let it happen!

Back to the morning of 14th December. With our tickets in our hands, we got to the check-in counter. Inspite of the long journey ahead (Frankfurt-Taipei-Christchurch) we were excited. "Can I please see your visas?" asked the lady at the China Airlines desk. I smiled back and opened our passports which carried the New Zealand visas and added "We also have the print-out for visas for Taipei, where our stop over is.". She quickly retorted, "Yes but what about your transit visa for Australia?". For a moment I did not register this - "what's wrong with her? what's she talking about?" I thought to myself. We were told that our flight had a 1 hour 20 minute re-fuelling stop in Sydney and being Indian passport holders, we needed a transit visa for it. Without the transit visa we were not allowed to fly. We tried to explain multiple times, showing our tickets, that Australia was NOT MENTIONED anywhere on the tickets. All the tickets said was, Frankfurt-Taipei-Christchurch and Auckland-Taipei-Frankfurt. Soon the main airline representative was called. She, in a hurried 'I don't really care about it' attitude said boarding won't be possible without a visa. She made no effort to help solve the problem at hand. We asked for help, for alternatives and for solutions - nothing seemed to work. Except for the lady from Frankfurt Airport ground staff who went out of her way to find information and help out, no one seemed to care. We saw our New Zealand dream crumble in front of us as our flight departed and stopped showing on the information monitor.

My wife and I were in a state of total disbelief. We called Opodo - the travel booking agent through which we booked our tickets. In total this was a 4 hour call made to their UK customer service center which refused to call us back instead. At first they tried to convince us that the airline staff at the check-in counter had made a mistake and no such stop-over in Australia reflected in Opodo's system. They confirmed that in case the airline had made a change to their schedule, it was possible that they had not informed Opodo and thus we were also not informed. I immediately asked for a written confirmation on the same, which was promptly sent to me. However a few hours later they confirmed that all China Airlines flights have a second stop over in Australia - but why did the booking confirmation from Opodo reflect only 1 stop in Taipei? Why did the same confirmation not mention Sydney or any other place in Australia? And whose fault was it anyway? And who would pay for all the monetary losses we made on our flights and bookings in NZ? We have no answers yet from either Opodo or China Airlines. Neither of them has stepped forward to solve this issue and help us get a fair resolution.

I booked a flight on Opodo website from Simferopol Ukraine to Larnaca Cyprus with Ural airlines for the 15th and 16th November 2016. It was a two legged flight. Opodo misled me when paying for the flight they stated I will get a discount and no service charge will be charged, but when the final total came they charged me for the service charge. They also charged for me using a debit card, 10 euros, a very excessive amount.
They also did not give me a chance to include check in baggage with my ticket when I was first purchasing teh ticket on their website.
So when I got to the airport Ural airline charged me 35 euros for checking in my bag from Simferopol to Moscow on 15th November 2016 and then anther 50 euros to check my baggage in from Moscow to Larnaca on 16th November 2016. Even though it was just one ticket I had bought.

I booked a flight via Opodo service and they messed everything up and booked me a completely different flight! When I noticed there was a mistake it was already too late and their rep said that nothing can be done.
It took me weeks to get my money back and I got nothing but headache.
I will not use these guys again and would not recommend them to anyone. They are highly unprofessional and unreliable.

Made a booking via www.opodo.co.uk and after I paid for the reservation they added some extra charges. This was the second time I used Opodo and as I remember there were no extra fees when I used this service for the first time. I checked their website very carefully and there was no information about extra fees. Wanted to ask their support what for did they charge me but they did not reply to my question. Well, Opodo is not a bad company, but there is terrible lack of customer support and it is really difficult to reach these guys.

I have booked a flight and later they contacted me and told that they were not able to process my payment so they cancelled my booking. They claimed that they did not charge my card. When I checked my bank statement I saw that they actually did take my money so I immediately contacted Opodo support and asked for a refund. These liars refused to refund my money and kept telling me they did not have my money! Opodo is a total scam, save your money and book elsewhere!

Booked two flights for BA for Gran Canaria to Heathrow plus two bags in the hold. They confirmed this in an e mail. Went on to the BA website and they knew nothing about bags in the hold. e mailed Opodo and they told me to pay the £80 to BA, send them the receipt and they would refund me. They have done no such thing. All they do is play for time telling me I will get the refund "in a few days". They are a disgrace. I have initiated a Visa chargeback via my bank. And I will try very hard to get them on the BBC Watchdog program for sharp practices

Booked a flight through Opodo and needed to make a change to the booking. I accepted there was an administration fee to change the booking, I wanted to know what the total price, including the new flight is. All Opodo could tell me was there was an administration fee. After over a week of emails and phone calls, they cannot get passed telling me there is an administration fee. They have now not responded to follow up emails in over a week, and so far I've spent just under 2 hours on hold on their phone system. Absurd customer service.

My recent experience with Opodo is one of extreme customer service failure, failure to respond to numerous queries about my flights and lack of concern by staff on the telephone in relation to baggage I had paid for as to whether they had booked this with the relevant airline. I fly tomorrow and Opodo has still not confirmed that the hold baggage I paid them for has been booked by them with the airline.

The company has just ignored my numerous contacts with it.

I am a totally dis-satisfied customer of Opodo.

was overcharged in March after I cancelled my flight and I have been waiting for my refund for over 2 months now. I have rang up numerous times to be told the refund had been processed but were unable to give me anymore information as it was being handled by the accounts department. When I asked to be transferred to the department they said they could not transfer me but last week I managed to get hold of the supervisor of Opodo who he promised me that I should get my refund of £244.91 in the card which I had originally used to make the payment. When asked if they could email me confirmation that the refund was being processed this was not done. But I was given the name of the customer agent I had spook too. But I have been ringing up the day after day. The money has not been refunded since March.It's not as if I was asking for a full refund. It's that they told me a refund amount, I agreed to it. They irreversibly cancelled my flights and then told me they would give me a much lower amount.which I have been waiting but today the agent just told me he do not know what is happening to my situation and my money.am so upset right now don't know what to do but I will just let my solicitors to do this for me.

I booked a number of flights starting in Japan, through Beijing and arriving in Bangkok for early August this year. I received a confirmation email, but then received a notification that one of my flight times had changed and to call them. Unfortunately I am not currently in the UK, I am living in Japan and could not use the telephone number I was given. I sent an email to let them know that the change was not a problem, but they said that if I didn't call them my flights could be cancelled.

Over the course of the next couple of months, I have attempted to contact Opodo through email, through the international number (which does not connect) and through the 0333 number I have been given multiple times (it goes through to a Japanese home number), and I'm out of options. I was then told yesterday that another of my flights has been cancelled, and I'm now on another flight which would leave me in a very difficult position of having 25 minutes to transfer. I have emailed them to ask if they can contact me on my telephone number, or discuss this through email, but I just keep receiving the same message over and over with the number I cannot use.

I am hoping someone from Opodo sees this as they are clearly not reading my emails.