Travelgenio
Reviews and Complaints

I booked flight to Egypt from Korea via UAE one month ago, choosing one of the Travelgenio's suggested options.

But one of Etihad Air that flies to UAE from Korea staffs called me to inform that the duration time of stopover in Abu Dhabi airport, UAE should be less than 5 hours according to COVID 19 UAE policy, so my booking from Korea to UAE was automatically cancelled because stopover duration at Abu Dhabi airport would be over in my flight booking.

Thus, I sent email for canceling my booking and getting refund right after being informed.

I called Travelgenio(Spain) many times to tell this, but calls were disconnected automatically all the time.

I want get refund within a week.

The Qantas airplane can't fly due to covid-19
I want to get a refund. They do not answer to my refund. I have been waiting for a refund for 6 months..
My name is Jin Lee.
I have booked flights through Travelgenio.
My ticket is a one-way ticket and
My booking number is [protected]
My fright is Qantas-QF368
departing from Seoul(Incheon) to Sydney(Kingsford smith)
on May 30, 2020.

Please answer me and my e-mail is [protected]@gmail.com

My flight had been cancelled already on last March for 2 times!

But they didn't refund any 2 tickets for all plus they never picked up the

phone calls or emails. I never saw this kind of company before.

They only excused Covid pandemic! It had happened 8 months ago already!

I recommend NOT to use this company ever!

You will use your money for sure and no feedback at all even if something

uncontrolled situation had...

Request a full refund of the 100% card
Request a full refund of the 100% card

[Ticket #4109128] Booking L6T5ZQ

* my friend also did not refund still
so I write my story.

I made a reservation for Ethiopian Airlines departing from johannesburg SA on October 15th.

I was planning to take the cat with me, so I've already been able to get the cat through the airline staff
I was informed that I could take them, and I made a reservation after checking the weight of the possible animals on the website.

When I made a reservation through Travelgenio, I specifically chose the pet-related optics.

I also received an email late in the afternoon saying that I would help with the pets reservation.

I called the Ethiopia Johannesburg office to reserve a cat seat in the morning, and they said they could not allow animals.

Ethiopian Airlines to Hand over Responsibility to Agent and Travelgenio to Airline.
Despite my choice of pet-related options.

The amount I paid for is R8, 058, including the seat reservation service.
But when I asked for a refund, they said they would refund R3, 416 only.
The system shows that I can't allow it.

I don't understand why I can't get a refund on the total amount for their fault that neither the travel agent nor the agent has provided proper guidance.

I'm angry at how the wrong information from travel agencies and airlines is about to cost customers their precious money.

I would like you to remit the total amount of R8, 058 I paid to my credit card.

Travelgenio Company offers travelers around the world at a lower price than anywhere else.

I hope you don't disappoint me.

Clearly, it's not my fault, it's your fault.

You have to apologize to me and give me a 100% refund.

Otherwise, people all over the world will see your company again.

My stories will be up here and there.

Again, I want a full refund by 15th Oct.

*

DO NOT SEND THE AUTOREPLY EMAILS.

Hi Travelgenio,

I would like to receive my refund for two tickets that got canceled due to pandemic. I contacted the airline, and they agreed to reimburse. I contacted your customer service, and you agreed to refund as well.
However, 90 days later, I still didn't receive any money back.

I send an email to your customer service a few days ago - no one replied. I cannot reach you over the phone.

What should I do?

I had made a booking on Sep 18th at 4:18PM EST and requested a cancellation at 7:12PM EST. Their site said 24 hour free cancellation as is the law in the USA on all flights. They claim that since this booking was done in Spain time 10:18PM Sep 18th and the cancellation was request 1:12PM Sep 19th the booking does not qualify for a cancellation as it went into the next day in Spain time zone. For me it has only been 3 hours. They are not honoring the 24hour cancellation policy want to charge over 200 Euro for each ticket. This is such a rip off.
Second i asked them fine if you cannot cancel it at least change the name of my wife as his Madien name is differen then the name on her passport. They wanted to charge for that as well. The worse customer service i have dealt with.
Lastest i had the Emirite airline conferenced in with the agency and they told they currently have a waiver policy in place if tickets are booked prior to September 30th for a full refund but they refused to honor that as well. When Emirite representative asked them to use the waiver the customer reprsentative simple hung up on us.
They do not even advertise their phone numbers anywhere i had to really hunt for them as they want you to just use e-mail. There email support replies sometimes in 2-3 days later if at all sometimes. I do not understand how such a agency is allowed to do business. On Kayak they offered the best rate but by the time they were ready to purchase the ticket they increase the ticket price. Your classic bait and switch scheme. They are the worse and should be banned from doing business in the USA. Booking confirmation BVCDES. I have the following support tickets with them Ticket 4086051 and ticket 4092681.

To customer service,

I supposed to trip from Seoul to London, London to Madrid. However I regret to be informed that my flight (from Seoul to London) has been canceled. And there is no way for me to take the other flight from London to Madrid without the trip from Seoul to London. I tried to contact to Travelgenio customer service and send a email to them. However, I couldn't receive any respond.

Anyone else can help me to process the cancellation and make a full refund for my ticket?

FULL NAME: JEONGSOOK LEE

Thanks,

I have tried to solve this situation since early March 2020 due to worldwide COVID 19 situation. Communication on the phone has been frustrating particularly since August 2020 when no answer at all has been obtained. After long periods of waiting timing on the phone, the call is ended by the system.
I have also tried to contact you via email and the system says that my email address is not recognized which is completely wrong because at the same time, I am receiving emails from you notifying about changes on my reservation. This does not make any sense.
Emirates is claiming that they cannot help me and that the any option to solve my situation is with you.

Schedule change - Action required ODN9XE

Jul 25 at 4:16 PM
PrintRaw message

Travelgenio

To: [protected]@yahoo.com

This message has been generated automatically. Please, do not respond directly to this e-mail address.

Dear LAURA

We would like to inform you that the airline has modified some of the flights in your booking. These modifications might imply an insufficient connection time or even the cancellation of some of the flights without any other flight option. This is why we kindly as you to contact either our company or the airline immediately. Please bear in mind that you might lose your flights and the amount paid for them if you don't contact either of us.

Booking Code ODN9XE

Original flight:
-------------------------------------------------------------------------------------------------------------------
Original Itinerary data is NOT available.

New flight scheduled:
-------------------------------------------------------------------------------------------------------------------

FLIGHT: EK 142 - Emirates 03-10-2020
DEPARTURE: Spain, (Adolfo Suarez Barajas Arpt) [protected]:20
ARRIVAL: United Arab Emirates, (Dubai Intl Arpt) [protected]:45
----------------------------------------------------------------------------------
FLIGHT: EK 141 - Emirates 07-10-2020
DEPARTURE: United Arab Emirates, (Dubai Intl Arpt) [protected]:40
ARRIVAL: Spain, (Adolfo Suarez Barajas Arpt) [protected]:25

I urgently need to get a live communication with you to close this loop.

Phone number is +[protected];
email address is [protected]@yahoo.com

Laura Rivera

To: Travelgenio
- Request to " Refund "
- Ticket: [protected]
- Booking code: " MSCVMB"
- Airline Booking Ref: MS/M8JQ78
- Gulf Air GF70
- Date: 13Sep.2020 From: Cairo To: Bahrain
- It was cancelled by airline Gulf air.
- Passenger name: Amani Nasr Hamed.
- Card type: Master Credit Card.
- Please, Do the Refund.

- NB: My booking email ([protected]@hotmail.com) is Not working.

- Contact me on:
- 1- The mobiles written in booking form:
[protected] or [protected]
- 2- Use this email:
[protected]@gmail.com

Thanks.

I have cancelled my flight to canada because of coronavirus in march.
Finally trevelgenio issued email in june that I can get a refund in 8 weeks
Anyhow I did check "my trip" everyday but no results there. Until now trevelgenio still didn't make any refund.
I even received that confirmation email from trevelgenio that I am guaranteed to get a refund in 8 weeks already passed.
Please give me a quick reply and refund.
The names of the passengers
Booking code lbm2sz
1. Yoo jungwon — ticket:014-[protected]
2. Hwang hyeonjeong-ticket:014-[protected]
3. Hwang dagyeong — ticket:014-[protected]

An insincere attitude to contact me directly to Qatar Airways without accepting a refund request for a ticket that was issued through this company, but became unavailable due to voluntary change
The Qatar Airways side even communicated that the travel agency should request a refund, but continues to maintain a consistent attitude to contact me as a customer directly to Qatar Airways.

[Ticket #3122136]

On the 8th of January 2020 I booked a flight from Cape Town to Houston with Travelgenio. At checkout the price was listed as approx. R14500.00, however an amount of R17693.96 was charged. The flight was still available online at the price I thought I had booked at. +/-R3000 was charged above the price I agreed to at checkout.

On the 10th of January 2020 I lodged a support ticket to get a refund of the overcharged amount. They requested I provide proof of payment first.

At the time I was getting married and then covid came along. So on the 16th of August 2020 I provided the statement. Travelgenio then wrote back 3 times that I needed to provide the correct document, and each time I pointed out where to find the information they wanted in the document. Finally on the 23rd of August I underlined the transaction in red, explicitly showing the transaction with all relevant information.

At this point Travelgenio went silent and would not respond when asked for an update. Their action constitutes fraud, and all I ask for is my money back.

Finnair cancelled our August flight to Paris because of Covid. Travelgenio issued email that a refund would be forthcoming; but still no refund. There is no one taking calls; been trying for two months. Have emailed but customer service is a joke here. I understand these are difficult times but there is literally noone you can reach by phone. I tried every available prompt.

Hello Sir,

This is Jinhee, Hwang (Nationality is South Korea), one of Travelgenio's consumer and this complainer.

I complained too many times directly your website and customer service center for solving my issue during 6 months.

But yesterday, that issues was back to the first step of refund process suddenly. Even your staff was hanged up the phone when I explained again my issue on yesterday. It was non professional and why nobody had any data for my complain history. Why should I have to keep explain to your all staffs again and again?

So, Today I leave my issue in here and I hope to solve this issue soon.

Complain details
- Requirement: Refund these ticket as cash (I do not want to get any voucher or any open-valued ticket.)
- Booking reference: Q03GKM
- Ticket No.: [protected] (Mr. Yoon Hyun Chul), [protected] (Mr. Nam Sangtae)
- Flight No. MS914 (Cairo-Abu dhabi by Egypt Air) & MS8088 (Abu Dhabi-Seoul operated by Etihad)
- Airline: Egypt Air
- Booking and paid to Travelgenio
- Paid price: US$2, 452.29
- Remarks: paid by Credit card (the card holder is Ms Hwang Jin Hee)

Mr. Yoon and Mr. Nam are volunteers of KOICA (Korea International Cooperation Agency) which is ODA agency from Republic of Korea (South Korea) and Ms Hwang Jin hee is the Manager of KOICA. As COVID19 Pandemic, these volunteers should back to Korea from Egypt. Therefore, the manager was used the personal card when bought the ticket.

I (Ms. Hwang Jin Hee) bought 6 people ticket through Egypt Air and Travelgenio. Until August 4 people's ticket which was paid directly to Egypt air was refunded as cash. But 2 peoples's ticket which was paid to Travelgenio was not refunded. Travelgenio kept ask for to contact with Egypt Air but Egypt Air told me the agency, Travelgenio still not start any process for the refund by Egypt Air. That means might be Travelgenio issue was not registe or Egypt Air still not received Travelgenio's refunding requirement.

I really do not understand what happen to Travelgenio because the direct payment through Egypt Air was already refunded to me on August. Only Travelgenio's amount was still not refunded. Travelgenio is still non clear to explain for my ticket refund issue and hanged up my phone when I try to explain again to solve my issue. That situation gave offense to me.

And also I want to ask Travelenio how will compensate my time as one of your consumers to waiting your service for 6 months.

I will wait your feedback again. Please send your email through [protected]@koica. go. kr.

Best regards,
JINHEE, HWANG

I have booked my ticket on September 20th through skyscanner, Travelgenio.
The ticket was one way, non-stop ticket departing on October 7th, to Budapest, Hungary from Seoul, South Korea.
There were no regulations at that time, but on September 29th, Hungary was planning on closing its borders to foreigners from October.
As a result, millions of consumers are now banned from travelling to the destinations where they have booked accommodation including myself.
If you are traveling for certain purpose (business) you may enter the country but I wasn't and neither I am Hungarian.
I have sent on email to Travelgenio asking about full refund.
All they have sent back was telling me not to contact them until they contact me first because of mass cancellation due to corona virus.
They said they are giving priority to those with upcoming reservations.
But I never not another email related to my question.
I tried to wait patiently as possible to give them time until I was prioritised as 'upcoming reservation'.
But I had to contact skyscanner on Septmeber 2nd to ask Travelgenio for a refund.
I finally got an email today which was the date of my departure date.
It was even after the departing time.
They told me that the flight wasn't cancelled by the airline so I have to penalty by the airline of 140euros and 50euros as cancellation feee.
What I don't understand is the cancellation was not due to my personal problems, but because the country won't let me. I was NOT qualified to enter the country.
And they also mentioned in the email that the rule is applicable before the departure, but they have sent me the email after the tie of departure.
My friends contacted the airline because of the same problem but she wasn't charged with any cancellation fee. NOT a single penny. But why do I have to pay the penalty fee of 190euros?

Reservation code: BRHPXM
Reservation number: [protected]
I made a reservation through Travel2be and applied for cancellation on June 25th, and I was informed that a fee would be charged, but I would like to receive the exact amount once again. Please give me a quick answer.

Hello,

I booked flight to the Chile from Uruguay by Latam airline.
I went to Chile and made a self-transfer to return to my country.
However, recently, the Chilean government declared that due to the coronavirus, foreigners can only transfer in Chile and not self-transfer without exception.
So I asked Latam Airlines and American Airlines if they could link the tickets or luggage, but I was told that it was impossible because I purchased them separately.
If I go to Chile on this ticket, I will become an international lost child.
So, other travel agency and hotel gave me full refund.

I trid to contact Travelgenio by website, mail, facebook, but there was no answer.

Has anyone else had a similar experience with TravelGenio?
So could you please kindly help me cancel my travel and full refund to me?

Reservation/ticket number 3872217
travel stockholm/edinburgh/stockholm march 2020
traveller kris leask

i received an e.Mail from travel egenio 16 july stating they had received the refund from sas and would forward the funds to me in 6-8 weeks once it had been "authorised".

Still no refund. Automated response to querying e.Mails. Telephone number carries a premium, high cost fee

This Company should be put out of business by government regulators. They have yet to refund 5/22-5/24/20 flights on Porter Airlines from IAD to Ottawa that were cancelled due to COVID travel restrictions. After calling three times and being assured a refund was coming in 60-90 days, it is now September and nothing has been done. Their phone system is meant to confuse consumers and then cuts you off before you can speak with anyone. This scam must be stopped.

Reservation code: BRHPXM
Reservation number: [protected]

I made a reservation through Travel2be. It was the day of departure on September 30th, but it was considered dangerous because of Corona, so I called the German branch and canceled it on June 25th, but after checking the progress, it still shows that the refund is being processed after 60 days and it is not going on anymore. And I tried to contact him, but I couldn't even reach him. I'm so worried that I can't get a refund, so I'm writing here because I haven't been able to get in touch with you. Please process the refund as soon as possible. If you look at this article, please take quick action.