Travelgenio
Reviews and Complaints

This morning when I arrived at BKK airport I was informed that my ticket had not been processed. After ringing TravelGenio I was told that the reason for this was 10 days earlier my payment hadn't been successful.

On searching through all my emails I did find one that loosely says that my payment hadn't been successful, but this wasn't clear and looks more like a confirmation email. Given the endless emails we get it certainly didn't clearly highlight "urgent - flight payment not received". Nor was there a follow up email to say the flight had been completely cancelled.

To that end I had to rebook and incur over £400 of additional costs, on top of what I thought I had paid for my original flight.

Given I have had over 60 flights this year alone, let alone the years of travel before, this is the first time this has happened. In today's world of advanced technology, this small but costly error (to me), is surely avoidable!

I cancelled my flight EBB - NBO with Kenya Airways in September 2019 to a change in departure time.
Kenya airways still shows the booking status SHSWWF as booking confirmed and not cancelled. I did not get any refund yet. In the meantime I doubt that travelgenio transmitted my cancellation to the airline.
I contacted travelgenio several times by phone as well as Kenya airways but without any result. Kenya Airways always tells me that I need to contact travelgenio and travelgenio tells that they wait for the money of Kenya Airways. But as Kenya Airways shows the booking status as confirmed not cancelled I doubt that travelgenio did transmit the cancellation to Kenya Airways.
I am considering to involve my lawyer.

Original booking Ref no. 1WMJKI
Passengers - Vasundhara Ramalingam & Vinay Ananthanarayanan
Itinerary - Air India 8th Aug 2019 Singapore to Delhi; 12th Aug 2019 Dehi to Singapore
Amount - SGD 1230.68
Reason for cancellation- Airlines cancelled the flight so I was told that I have an option of cancelling the trip with 100% refund.
After Cancellation- Been calling Travelgenio to follow up on my refund and initially they said Air India takes 90-120 days, then last month they said Air India sometimes takes 6months to process the refund. Yesterday, on the 10th of Dec 2019, I called Air India again and finally got to speak to their customer care executive who told me the refund has been processed in Aug 2019. On my request, they have provided me email confirmation of the fact that the refund has been already processed from their end and now it is upto the Travel Agent to resolve this. I was shocked and I called Travelgenio again today, on 11th Dec 2019, and they said they cannot find my reservation details and have contacted the Airlines for the details and told me to call them back in 24hours! I was further shocked because until now Travelgenio has been saying that they see Airlines has not processed the refund, but today when I told them I have proof that refund has been processed, Travelgenio is spinning a new story to make me call again after 24hours. This seems never ending! SGD 1230.68 is not a small amount and I have been really disturbed by this entire incident. Amidst a busy schedule, it is extremely infuriating for me to chase such things without a solution because Travelgenio crooks are manipulating me and keeping my money with them forever! It has been nearly 5months that I have waited patiently! I feel helpless now! Please help me.

Kind Regards,
Vasundhara Ramalingam
+[protected]

hello, i bought the flight ticket from travelgenio
i sent several mails already to customer service and through the site too. I really need to change the date of my flight. please send me answer of my mail as soon as possible
my flight ticket from paris to korea
aller - 22/12 / retour - 12/01
but i want to change it to
aller - 11/12 or 12/12 or 12/13 or 14/12
retour - 2/1 or 3/1 or 4/1
and i want to know the detail extre fee of change. i would consider it and decide which date i would like to change

[protected]@naver.com
it's my mail.

Hi, My name is Saeyeong Park from south Korea
I tried to book a flight [SU5434, VVO-ICN, 20:30-21:40] under my name on November 28th, about 6 : 30 p.m. (Seoul)
the ticket price was 165, 765 won (KRW) at the time.
to pay, I provided my debit card information
However, i kept having trouble with paying and i didn't know the reason
and then i found out the reason was because there was not enough money in my card.
Also i found out there was an unauthorized debit card charges from TRAVELGENIO and the amount was 18, 515 won (KRW) on November 28th, 21:15:30 (Seoul)
it is gone for no reason, I NEED TO GET IT BACK.

In short, I provided debit card information to pay, failed booking due to insufficient cash, and there was an unauthorized debit card charges and i want it back immediately.

I do not recommend to book anything over Travelgenio, due to the fact that I´ve been waiting for my refund for 8 months. My flights got cancelled because the airline cancelled the flights, but Travelgenio is refusing to refund. They are not responding to my e-mail anymore and I am still fighting to get approx. 500 USD back with a lawyer. Watch out, it´s a scam!

It's already been 9 months and I have not got any refund for the flight canceled. 
If there is any action taken, let me know about it. 
Most of the an affected person whom I know has already got there refund from the there concerned booking office. However, in my case, there is no any action take by Travelgenio. 
 
I have sent several emails to the concerned department of Travelgenio however, the is not any action taken by them. 

Booking Code SLJ2GE

Original flight:
* 9W4153 (Jet Airways) NRT (Narita - Japan) / DEL (Delhi Indira Gandhi Intl - India) 21/04/2019 17h30
* 9W264 (Jet Airways) DEL (Delhi Indira Gandhi Intl - India) / KTM (Tribuvan Arpt - Nepal) 22/04/2019 06h45
* 9W249 (Jet Airways) KTM (Tribuvan Arpt - Nepal) / BOM (Chhatrapati Shivaji - India) 28/05/2019 15h50
* 9W4144 (Jet Airways) BOM (Chhatrapati Shivaji - India) / NRT (Narita - Japan) 28/05/2019 20h00

Anjan Bajgain
Ticket #2407201 Booking SLJ2GE

I bought a ticket in Travelgenio through Skyscanner, but there was a problem. The price was changed, I tried not to pay, but it didn't work. I found out that Travelgenio unexpectedly re-ordered my ticket was paid, even though I already bought another ticket, which has the same flight schedule. I try to cancel and get a refund yesterday, but you didn't reply to anything. I send an email to cancellationsrt@corp.travelgenio.com, Customer.service@travelgenio.com, contactrt@corp.travelgenio.com, and urgent@travelgenio.com. This is totally Travelgenio's fault. I heard that the refund fee is increasing as time goes by. Please cancel my reservation as soon as possible. Booking code Travelgenio: [protected] Booking code Galileo: H2DQ7C. ticket numbers are [protected] and [protected]. (two passengers: Anna Jo, Juhun Lee)

Amsterdam, November 18 2019

I would like to make a complain about Travelgenio. End of February 2019 I booked a return flight via Travelgenio with Jet Airways on dates April 12 2019 and April 21 2019 (for Itinerary and Booking reference: see attachment).

Less than 24 hours prior to my flight on April 21 the flight got cancelled. I Immediately called Travelgenio. Because I already checked in, Travelgenio referred me to Jet Airways for a refund. Jet Airways referred me back to Travelgenio (very frustrating!).

I received an e-mail from Jet Airways, saying I was eligible for a refund (see attachment) and I should contact the travel agency.

In may I called again with Travelgenio and referred to this e-mail. They said they started a claim to get the money back, but could not refund the money right now. Now we are six months later, and I still haven't heard back. While I am reading other customers still do receive refunds.

I want to hear from Travelgenio about the current status of the claim. Since my flight got canceled within 24 hours before departure, I have the right to receive back the full amount I paid. I am done receiving conflicting information from Jet and Travelgenio. Since I paid the money to Travelgenio I do expect them to take proper care of this complaint and give me a full refund of the money.

Kind Regards,

Heleen Gorris
Booking reference: YDERLN

Date Departs Arrives Flt # Route Terminal
Fri, Apr 12 12:10 14:30 9W 234 AMS To YYZ
Fri, Apr 12 16:00 17:27 WS 3530
Operated By
WESTJET ENCORE YYZ To YUL TERMINAL 3
Sat, Apr 13 15:20 16:50 KL 671 AMS To YUL
Sun, Apr 21 15:00 16:24 AC 417 YUL To YYZ
Sun, Apr 21 18:50 07:35 KL 672 YUL To AMS

[Ticket #2862357]

Refunding my money

LA to NADI Fiji.

I cancelled on October 6.

After canceling this business booking I received an email from Travelgenio setting out the costs of canceling including fees.

I have not received the agreed refund for this trip yet. It's been over 4 weeks. The airline refunded Travelgenio within 3 days. I know this because I called them and asked.

Why does Travelgenio delay in passing on my refund.

I booked a flight for me and a friend from Santiago, Chile to Vancouver, Canada on the 28th of January 2020. While travelling in Costa Rica I had my passport stolen. As a result of this I went to the British Embassy in San José and was told to get an emergency travel document (ETD). This document restricts my travels, meaning I had to change my entire itinerary and cancel the flights I had booked.

I was not looking to get a refund as I have travel insurance with which I can claim the cancelled flights back. I have requested multiple times to cancel the booking but am still currently waiting for a confirmation it's been cancelled. I did get a response asking me to confirm the names of persons on the booking to be cancelled and card used to make the booking. I responded immediately to this email and have been waiting for a confirmation since.

I am running out of time for my insurance claim and would rather not have to leave the £1, 191.68 payment go to waste. Myself and my friend moreso can not afford this. Not pleased and has added a constant stress to our travelling.

I booked a flight from Entebbe to Nairobi with Kenya Airways via travelgenio. As departure time was changed I cancelled the flight on 24 th of September and asked for refund.
Despite of several phone calls and emails to the service center of travelgenio I did not get any refund yet. They are telling me that they wait for the money from the airline. Then I contacted Kenya Airways and got the response at 15 th October that they already refunded and I need to contact the agent ( travelgenio) to be refunded.
My booking code at Kenya Airways is SHSWWF
My booking number at travelgenio is KWMHXG
Hope for help
Isolde

I cancel led my flights that I bought through TravelGenio. I was told I would be receiving a refund less their fees of €200. I have still not received a refund despite various attempts to contact them through their website and via email. Contrast this to other booking agencies who provided an immediate refund to my booked flights. An absolutely terrible company. Avoid at all costs

Porter Airlines have refunded the partial cost of my ticket that I have purchased through Travelgenio. I called Travelgenio to get a refund and they have this game going on sending me back to Porter. I have been calling back and forth 8 times until Porter's agent told me that they are playing a game with me like with an idiot. Trying calling this morning and calls been dropped a few times after holding for 10 min. After a few times, Manuel Garcia, the one that was previously sending me back and forth to Porter airlines, told me that they finally put a request for a refund, refused to give me the details of the refund, unaware of the amount to be refunded and said it will be refunded after a month. The department that processes the refunds is not taking calls and he didn't want to provide an email or names where to call to check the refund. I asked for the call reference number but he hung up on me. I am visually impaired and have health issues, and I have to pay a credit fee percentage for the second month on this ticket purchase hoping that one day they will refund my credit back, not knowing the amount they will be crediting and when it would happen is unclear but sometime after a month.

After calling them over a dozen times, it is clear that all phone options are answered by the same person, it is a small company and can do better than abusing the customers and taking advantage of the weakest.

The lady that was flying with me has the same situation, the only difference is that her husband, who is an English native speaker, made a call and they got their ticket situated in no time! Talk about discrimination and a hassle they give you and cherry-pick customers, who they don't dare to give a run-around monkey business.

To the Complaints Board

I write in connection with the above with a company called Travelgenio. (TG)

On 24th September 2019, I attempted to purchase tickets for a single return flight from Vietnam for £467. 48p. Booking ref: RQJVZS; Qatar Airways; On purchasing through the website, it was flagged up that TG could not accept my payment 'as my card was not recognized'. On being unable to rectify this, I had no alternative but to purchase elsewhere online. After doing so, TG then came back to me and stated that the tickets have been processed and delivered. I e-mailed them back to explain what had occurred but they told me that I had to still pay. I contacted my bank, Lloyds, and they gave me a cancellation code No. 024505 I sent this onto TG who ignored it. Eventually, they offered to refund me 50% of my payment, which I accepted. They are now totally ignoring every request for them to send this money and I am stuck with what to do next. Can you help, please? Kristian Hampton, 65, Sydney Rd, Crewe CW1 4HG Phone: [protected]; email: [protected]@hotmail.co.uk

I write to complain about the service received from one of the employees of travel genial. During our request of information about a possible change of my flight I have requested that I was informed about a supervisor or someone in charge with more information about further complaints and procedures unfortunately The person who answered my calls name Sophia which also declined to give me her number details of full name have ignored my request by talking over me and eventually finishing the phone call and hanging up on me. I was left with no answer about my complaint or about possible supervisor communicationWhich I'm entitled

I booked a flight from Quito to Lagro Agrio on Travel Genio. It was for four people, roudtrip, for around $567. My card was charged and everything seemed fine. Sometime later I receive an email informing the cost of the flight "went up" even though I checked the actual airline, TAME, and it did not. TravelGenio sent me the invoice to pay the difference still owed with the increased price. I decided I did not want to do that but was left with NO OPTION as to where I can go to cancel the flight without a fee. The only option available was to call - an international call mind you as I live in the U.S. I make the call having no other choice. They had already charged my credit card for the flight, so it was either pay the increase in ticket, or don't pay and not have actual tickets and lose $567. I call and he resolves it and tells me he will refund the money. That part went well. What I am upset about is now I have a $57 phone bill from that call. A fee I would not have to have dealt with if Travel Genio gave me ANOTHER OPTION to resolve this situation without having to make an international call. There isn't even a customer service EMAIL ADDRESS. Absolutely ludicrous. I demand to be refunded the price of this ridiculous international phone call. So far the only want to resolve this is (hopefully) to write this complaint as I don't want to spend more MONEY on another international phone call over a canceled flight due to their sneaky tricks to raise the price. TravelGenio - please contact me WITHOUT ANY FEES so we can resolve this and you can improve your customer service because, right now, it's terrible.

I canceled my flight reservation a few days ago. I sent several e-mails to Travelgenio to request a refund, but I didn't get an answer. The first requested email was sent on October 19, 2019, and has been waiting for processing for the sixth day. Don't delay my request for a refund, please handle it quickly. My reservation number is M6RGF7 and my flight departure date is December 22, 2019.

Worst company every.
It has been almost half a year now and no one has contacted me regarding my refund. At this stage this is looking like fraud. Every representative tells me "oh I am sorry, you should've gotten you refund by now since it was the airlines that changed the flights on you, let me look into this" and no one gets back to me! This has been going on back and forth and it is getting ridiculous! I can't believe it is taking this long to return MY money for a service I didn't use and was cancelled by the airlines

Tickets opened so far ( other than the numerous phonecalls):
Ticket #2538769
Ticket #2505836
Ticket #2926449

And this was one of their replies in May:

We are writing to you regarding your booking
In reference to your query regarding the status of your refund, we would like to inform you that the refund timing depends on the airline.
At Travelgenio we proceeded to cancel the booking and manage the refund request to the airline right after we received your request.
Being quite a long process, the refund can often take some time.
After our conversation with the airline, we are currently waiting for a swift resolution. We will contact you again as soon as we have more information.

Avoid this broker!
I was left stranded in Rio de Janeiro after booking with Travelgenio. I did my booking on the 4th September 2019, on the 17th October, I arrived to the airline counter and I am told that I was not booked in the flight, neither in the connection flight. I was supposed to travel from Rio to Lisbon via Sao Paulo.
I called Travelgenio they said to be very sorry, but they couldn't do anything other than return my money. WOW! Thank you very much! Now I am at Rio Galeao airport and I have to return to Lisbon. I did pay 4300 reals with airfrance to return. Wonderful. My money? It's today the 21st of October and I haven't yet received it. I just wonder, if I didn't take that flight for any reason, like changing my mind, or been sick, or whatever, they will never return that money to me. I see it as a FRAUD!

Reservation: H56DWG