Travelgenio
Reviews and Complaints

We booked a flight from Bangkok to Phnom Penh for 4/1/20. The flight was 'changed or cancelled' on 10/12/19 I.e. pre-coronavirus outbreak. When I went on-line to check to see what the status was, bizarrely my booking now showed that we had booked a car in Madrid for 28 April to 30 June! I phoned Travelgenio on that day to find that the airline had cancelled the flight (but they would not explain why my booking was now showing a car reservation). I was only offered a flight with the same airline but on a different day, which was no good as we had a connecting flight from London. I asked for my money back.

The airline contacted me on 27 December to say that I had to ask Travelgenio to get my money back.

On 2 March Travelgenio emailed me to ask how my flight booked with them went! I immediately wrote back to ask for the status on my refund. Silence. It is now 91 days since my flight was cancelled. Our reservation on the system is still showing the Madrid car booking presumably to use my refund to pay for a non-existent service so that they do not have to pay me.

Fortunately we used a credit card to pay for the flights and I will now be contacting AmEx to report Travelgenio for fraudulent activity to get my money back from them.

If Travelgenio cannot refund a flight cancelled pre-coronavirus, then there is no hope for any bookings made for the coronavirus period. It also looks very likely as though the company is acting fraudulently by not passing back our refund.

I bought 2 tickets to South Korea using Travelgenio but those were cancelled by Corona virus. So I contacted to them email, and calling many times, but they didn't answer yet. I heard that even though they refund, It will be tooken about 60-90 days but i have to close my account last day of this month. So I have to get refund as soon as possible. And this issue is not my back. So I'd like to refund full of the tickets' prices

Because of the Corona situation, Singapore restrict entry from Korea. So, I'd like to cancel my reservation with fully refund.
According to Singapore Airlines, they will waive all cancellation and change fees for customers with tickets issued on or before 3 March 2020 for travel on any Singapore Airlines.
Please confirm this and cancel my reservation with fully refund.

My reservation information is as follows.
Reservation code : [protected] (travelgenio), KLPHOV (Amadeus)
Passenger Name : Injung Kim, Gayound Lee
Last 4 digits of the card : 2494

I sent this information many times to Travelgenio, but I didn't receive any response yet.
I understand Travelgenio very busy at this moment due to Corona situation, but It's very important to response to your customer as soon as possible.
Please proceed reservation cancellation and full refund.

Thank you.

Hi, my name is TAEHUI KIM. I want cancel my flight because of the Coranavirus
I booked a tickets from your company, but I cannot go Australia
departure: Incheon
arrival: Sydney
email: [protected]@naver.com
Tickes number is 081-[protected]
Reservatiom code: M9RWBG
please help me

I tried to change the return date from entebbe uganda
on the customer line I was holding many times no answer..I left messages..I ve send emails..no aswer..I paid service so I can change the date withOUT paying extra..I had to go to the arline and pay the extra charge to change the date...and I got also telephone bill what Ive spend on the phonecall trying to reach somebody from customer service!

they promised that I will get back my budget within 3 moths but now! I've waiting for 5 months about my refund. I several emailed them but they didn't reply back to me as well. I dicied to never use this company ever and I will make my friends stop to use this company even if travelgenio have reasonable price ticket.

My flight changes were changed involuntarily (the changed schedule does NOT make sense at all). The airline has publicly announced their full refund policy without penalty for all flights to the U.S., for all reservation including those booked through travel sites like TravelGenio. I submitted an online request for a full refund a week ago, but then no answer. So I submitted the request multiple times - still no answer. I've been calling them almost everyday, too - no answer. They just hang up after 5 minutes of playing some music. I'm seriously considering taking a legal action towards them. This sounds almost close to a scam.

Booking code : KVAPR6
Hi,
I made a request to cancel my ticket by email.( 2019.12.09)
And you replyed to me about a penalty of 115 euros. [protected])
I called you and checked the contents again, and after four calls, I requested cancel. And I received a cancellation confirmation mail. However, no refund has been made. 4 months ago! Refund it soon. When I went to your country, people were so kind and nice, but I'm disappointed. I hope you have a positive answer.
I sent you mail many times, but there was no reply. So I asked the card company for help. You must solve the problem. If you keep doing this, only your company image is bad.

I refer to the preceding email to your customer service(ticket#3221828, #3264600, #3282568, # 3307620, #3318574) on 11.2.2020, 24.2.2020, 27.2.2020, 1.3.2020 and 4.3.2020. I had further contacted the China Eastern airline on 27.2.2020， 1.3, 2020, 4.3.2020. They had informed me that my flight MU2591 on 9.4.2020 and MU728 on 13.4.2020 had been cancelled, so that it is free for me to refund the air ticket money. However, the application of money refund should apply via your company. Please refund all the money to me accordingly without any service charge and penalty.

I had contacted you several times via phone, but still in vain. Furthermore, I had email to your customer service section on 15.2.2020 and 24.2.2020, 27.3.2020, 1.3.2020 and 4.3.2020, and no further reply had been received from you.

Please reply me immediately and refund the money to me. For further information, please feel free to contact me at +852 [protected].

Best Regards,
Ms. YIP Man

My booking No. is J8JQ2V

The flight was canceled by airline due to Corona 19 Virus.
but there was not ANY NOTICE about it.
the point that I'm really amazing, first.

I tried to contact with international call
waited 30mins. but no respond.
and I sent email that I asked about cancellation of connecting flight and refund.
but there is NO FEEDBACK until now.

I kindly request about feed back
cancel the flight and refund as soon as possible
I'm very very stressful now about this issue.
I'm getting mad now.

I hope your prompt reply.
Thanks in advance.

Booked to go to Japan in April. Obviously now concerned regarding coronavirus and have waited on the phone multiple times having heard the message that the wait time is only a little over a minute, then cut off after 5 minutes waiting without even having spoken to anyone. Happens repeatedly. No answer.
Emailed to enquire about changing or cancelling my booking - again multiple times. Once received an automatic reply asking me to phone the number above instead (total waste of time!)
Should have spent my nearly £1000 elsewhere. Non existent customer service. Need to speak to someone to resolve this as a lot of money and can't be done through airlines directly.
Will have to wait (yet again!) for a response. A very unsatisfied (and Increasingly concerned) customer.

Airlines cancelled the flights we booked through Travelgenio, on Dec 5th I talked to Travelgenio agent and was told that I would get refund in 1-3 months. It's been 3 months and no refund.
Now I can't get through to Travelgenio on the phone, every time after being put on hold, the call gets disconnected. They do not reply to emails or messages sent through their customer service form online. Ticket #3271995 and #3312945.
Customer service is terrible!

Hi, I made a booking on 03/03/2020 and received a confirmation email but no E-Ticket. Then, I received another email saying my booking has been cancel despite i have already paid for the flight ticket
I called TraveGenio but I can't contact with customers services.
I have sent email and still haven't had a reply. I need my money to be released back to bank immediately or my original ticket confirmed at it's original price.
My email: [protected]@gmail.com
My phone number: +[protected]

Name : Minyoung Kim
Email : [protected]@naver.com
Reservation number : LJD2GA
Last number of credit card : 2308
Cancel my reservation as soon as possible
You guys even don't answer the phone

I'm going to cancel the flight because of Corona.
But they have no answer to the refund mail,
There is no action without answering the phone.
I want a refund as soon as possible.
I hope you will expedite the refund process.

The following information is required to cancel my reservation.

Name : JINSOL LEE, JIYEA NOH, JISEON PARK
Reservation code : FMRTW2
Flight date : 2020/3/5
Last number of card : 3142

Hi, I made a booking on 29/02/2020 and received a confirmation email but no E-Ticket. I then received another email saying my card was declined despite my statement showing the transaction had been successful and they were asking for me to pay again.
I called TraveGenio several times only to be hung up on and left on hold endlessly. When I finally did get to speak to someone I was told they didn't have record of the transaction and to call my bank and further advised that even if they had it i'd have to pay more as the flight price had changed since I booked?!
After calling my bank they have confirmed Travel Genio do have my money and have done since Saturday giving me an authorization code as proof: 037726.
I have sent 4 emails and still haven't had a reply. I need my money to be released back to bank immediately or my original ticket confirmed at it's original price. Very poor experience and I would not recommend using them.

Hello.
I am Huiju Bae. I and my 2 friends booked the flight from Vladivostok to Sapporo 2 weeks ago(10.02.20). Our reservation code is YQTQEO.
When we arrived at the airport, we just realized that our flight had been cancelled. It was so terrible. Because we have never got a email from your company. we couldn't get refund our hotel at all.
I have sent you email several times, but your company haven't reply that. I want to get back all of my money. I am waiting for your reply.

Regards,
Huiju BAE

PS. My E mail address is [protected]@naver.com

l bought 2 tickets form travelgenio.com in H.K. booking ref is (SLASHO), (F42GQS) for my daughter who is currently studying in the U.K. WONG TSZ LING, due to the coronavirus outbreak, The U.K. government has banned their return to H.K, therefore l would like to cancel my flight and get refunded back.
About a month ago, l sent to e mail to customer service ref is (Ticket#3211293, 3211329 3282729, 3276411, 3276389)of requiring a refund my tickets.
Yesterday l received to e mail by travelenio.com for schedule change-action required re: contact your company at once if not maybe l lost my flights and the amount paid.
On today l received to e mail by Emirates for important changes to my flight l call the Emirates Airline HK. He said l need contact my travel agent.
However, l still have not received and response at all, therefore l am here again and again and request, please contact me to slove the problem
my phone +44 [protected] e mail: [protected]@yahoo.com.hk
Kind Regards
Keith WONG

I have booked the flight from China to Australia through Travelgenio.Due to the Australia custom restrictions I need to cancel my tickets. I tried to contact Travelgenio since last Friday, through their website customer service page. I made the cancel request more than three times, but no one has ever replied to my request in one week.And no one answered the phone.there isn't any customer service at all!How can I solve my problem?

I am to travel with little children and travelgenio is not given me the new tickets they said they purchased and pay... the connection was only 15 minutes which it was impossible to be made, now my connection is 55 minutes but does not appear to exist in Virgin Atlantics database... I AM STRESSED OUT and I do not know what to do they do not respond to my requests or emails