Travelgenio
Reviews and Complaints

I cancelled my flight but I still haven't received my refund back and it's been almost 3 months! It is unbelievable how Travelgenio handles customer complaints and making the refund back. I've read so many articles about them not refunding money back in reasonable time periods. I've called them up for several times to ask about my refund but all they said was wait and they can't tell me any exact dates. what the hell? So I have to wait forever if they tell me to wait forever? Refund my money back now!
My reservation number is HMFT4C and I cancelled it on July 27th.

Worst TravelGenio! I have selected a journey and filled all my personal details including my credit card and at the end step the webpage showed the total price for your trip including taxes was 835Euros. Then after I accepted the price and clicked on " Buy now" this gave a big shock to me, deducted 899Euros without any reason.
I raised a complaint but the reply from travelgenio is not relevant to my question. I called customer service and they are not even having patience to listen to my issue " They say it was 899 Euros only at the time I was booking and telling me to trust them". They don't even forwarding the call to their superiors. Till now no further reply to my emails.
TravelGenio is the bad agency don't ever book through TravelGenio. Hope Skyscanner should ban them from their list.

I was due to fly out tomorrow the 17th of October for my honeymoon/wedding celebration. I went to check in and was unable to find details of the flight. I called the travelgenio and received the rudest customer service. This is when i found out the flight had been cancelled months prior, i received no email or notification that the flight had been cancelled. I even spoke with an agent fro travelgenio in late July and they sent me a confirmation email of the flight details. They told me that "it was not there responsibility to let me know the flight was cancelled. They also told me i should have checked the flight prior. Now they say i have to wait 3 months for a refund!
Avoid booking through this website!

they said they cancel my flight but they are not . and i had to pay
full flight price.

i cancel my flight 3months ago.
my reservation number is : 1qnwni

this is unbelievable!
i searched and this company is very well known of
" not doing their refund job properly"
i am not going to sit here and watch this anymore.
i emailed them over 6 times. they never replied!

I booked a flight to Japan (with Japan Airlines - JAL) for October 11th 2019 through travelgenio (travel2be).
My flight got cancelled due to the typhoon. The airline (JAL) notified me of the cancellation by email one day ahead of my flight, on October 10th.
Since then I called travel2be about 10 times to either re-book or get a refund and every time I get the same answer: that the airline didn't provide them the procedures and there's nothing they can do about it!
I contacted JAL and they said: "Japan Airlines has procedures in place which are accessible by any Travel agent to handle your rebooking".
They keep telling me that JAL didn't provide them the procedures, but WHY CAN'T THEM CONTACT THE AIRLINE?!?
How hard is it for them to contact JAL and ask for the procedures if JAL didn't provide them to them (even though JAL says they DID provide the procedures!)
It's been 4.5 days since my flight got cancelled and these guys didn't do ANYTHING to help me with this situation. I also asked to speak with a supervisor and their call agents told me that there's no supervisor there and that I should call back in 3 hours?!?
Also, no email address to contact them, they say their hotline is 24/7 but it actually isn't, they hang up half of the times, etc.
Never using these crooks again!
Good at taking your money but if something happens you're on your own!

I booked flight through this service but our flight was cancelled 6 weeks ago and they did not tell us. The booking still been confirmed on their website. We had to book another flight elsewhere and forfeited a portion of our journey, which was a horrible experience. I have been trying for over 2 weeks to get a refund. They tried to shirk responsibility and said they have sent the cancellation email but they did not. I called up at least 8 times and havent received full refund let alone compensation. Customer service is useless and rude, and only say it is being processed. We cannot speak to a manager and the refund department said the request is being working. Worst experience ever. I think they just make a profit from people giving up. An extremely frustrating experience.

I made a booking with travelgenio to fly with Garuda Indonesia from the UK - Melbourne Australia.

Travelgenio emailed me to notify of a airline schedule change, meaning I would not make my connecting flight. They advised they would cancel my booking and refund the cost of my flight $1059. Advising this could take up to 3months.

I still have no refund! Since 13th July, I cannot get through to their contact centre as the line cuts off after waiting on hold.

Regards
Jenny lynch

I had booked a flight in July for xmax flight to Prague 20.12.2019 BOOKING REF: WOMQSP
as I received very dodgy email about confirming my flight to Barcelona ( which I haven't booked ) with the same ref number as per above I then contacted travelgenio - lady who I spoke to was rude, didn't apologise and was not able to explained what happened -she just said they can give me money back in 3 months.
If I wouldn't have called I would not know that flight is cancelled. I find this very unprofessional and I'm very disappointed with the whole situation and handling this situation had to know quickly purchased new flight ticket for a different date and much more expensive.

I bought the air tickets (2 passengers) in May, 2019 but I had to cancel it. I asked travelgenio and they said they will refund me half of the full price in one month. I waited one month they refunded me only for 1 passengers. Then I tried to keep on contacting them (by phone and email) asked for another passenger's refund. Sometimes they said it can be sorted in next week or they said contacted them again or wait. Until now, I did not get any update. I tried to contact you by text over 10 times and by phone more than 20 times (the call is not cheap). I found now they will not pick up any call and reply any message by email. The booking ref number is J8G6TL. Really have no idea what I can do next.

Do not buy any tickets from this agency, they have horrible service and lie through their teeth. If you ask for a supervisor they hang up on you. I spent over 4 hours trying to give them my payment and they kept refusing. My bank said they attempted to withdraw $0 four times and then didnt charge anything more. So after multiple calls back and forth I had the idea of changing my payment method to paypal, did everything they asked, payment went through - everything was confirmed except the tickets were not being issued. So i called and they said the payment we withdrew did not go through we are refunding it please try again. ?¿¿ how did it not go through if it did and they are refunding it? this place is horrible stay out!

Hello Travelgenio, I am Emma Robdale.

After making me sign a contract, saying I will not sue you for more money for your terrible treatment... You then tell me I would get my money back YESTERDAY, AFTER TWO MONTHS OF CONSTANT EMAILS.

You then send me recpeints, in Spanish which I do not understand! - AND... THERE IS NO MONEY IN MY ACCOUNT.

Not a penny not anything!

Why? - Have you scammed me? Or is Travelgenio so bad that you have refunded someone else instead of me? I want you to refund the money.

I can not believe I have to send another email to your company.

Where have you sent the money? - I paid on my card... my card is still vaild THE SAME CARD. Why is the money not there?

If you have made a mistake- then you will have to refund the money AGAIN. but correctly.

I do not understand why this is so hard. And how your company can make SO many mistakes.

Bonjour,

J'ai acheté un vol aller-retour de paris à Oran auprès de travelgenio. (05 Sep, 10 Sep)
J'ai un numéro de commande travelgenio avec la référence : FFBPJU | 26/08/19.

Tous mes vols retour avaient été annulés par la compagnie aérienne d'aigle azur. Vous pouvez consulter ce site: tous les vols sont annulés à partir du 7 septembre par les compagnies aériennes aigle azur. https://www.aigle-azur.com/index-en.html

J'ai souvent appelé votre service clientèle, mais je n'ai pas pu joindre le bureau de travelgenio. J'ai envoyé un courrier électronique au service clientèle d'Aigle Azur Airlines qui m'a dit que je devais prendre contact avec vous. Mais j'ai envoyé plus de 10 fois des courriels, plus de 10 fois des appels, mais je n'ai pu joindre personne ni vous ne m'avez pas répondu à mes questions. Je dois faire un plan. S'il vous plaît appelez-moi ou écrivez-moi.

Cordialement
HTA

Hello!

In response to your last email.
Please just refund the money into my account. Today or tomorrow. You told me the money would be back last week... But it is not!

Personally I think you should give me the whole amount back because of the complete disorganization of your company. You completely ruined my holiday because I had to spend days and days trying to call you. And if I did get through you just gave me wrong information. And I had to call again! It was an absolute nightmare. If I hadn't called you to confirm my flight change, I would have arrived to singapore and been refused from the plane on the day. And my visa would have expired the day after.

Just refund me the money as soon as you can, - please. And please don't make me send another email. I just want it to be over. I was told the money would be back within 30 days... It's now almost two months... I was told the money would be back last week... It's not! - please just put money into an account.

All the best,
Emma robdale.

[your last email to me is bellow]

Dear ms. Robdale,

Thank you very much for your response.

We completly understand your situation however we have proceeded to listen the phone records where one of our collegues did informed you that some taxes are not refundable by the airline.

Nevertheless, in our best interest to reach a solution for both parties, we can offer you a total refund of 554.62eur, wich engloves:

- the amout for the not confirmed change of 146.62eur
- the amount for the refund of the eticket 408eur

Please let us know as soon as possible if this resolution suits you in order to proceed with the refund process.

Waiting for your prompt response.

Best regards,

Claudia
Advanced support agent

Hi,

I have booked a flight using travelgenio with the booking code of: M4PPLI.

I would like to receive a receipt for the purchase as soon as possible. I need to submit it to my employer before I travel so I can get a travel permit. I'm flight on 29th of September, 2019.

I have already sent two invoice requests with the reference numbers of (2841258) and (2833576).
I also called customer service, but nobody answered.

I have already experienced such a delay in receiving it with a previous purchase.

Can someone please help me get the invoice quickly?

Regards

Dear Sir,

We have open numbers of tickets for asking the correct refund amount already. The newest ticket number is 2815262.
The regarding refund has been confused us around one month. Finally, we got the refund agreement with Air Canada and they have been refunded the total amount of Euro$853.24 to your account. The amount which has been double confirmed with Air Canada also.

By few times to explain with your customer care team, we finally got the refund from your company on 17 Sep, BUT the amount was not the same as the refunds from Air Canada.
Your Team is still insisting on the amount your company gave (HKD3, 392.54) which's correct, even we have provided the refund receipt & email from Air Canada to showing the total amount as Euro$853.24 (around HKD7380.52). Your team only keep asking us to contact Air Canada directly. We have been...and the information... the documents... all we have provided. Please tell me what can I do else?

It's unaccepted for your services, it's not supporting and feeling helpless.
As a customer, we have done a lot and all we can. Now, I'm asking for help here to settle our refund.

Also, we have submitted other tickets including complaining there's no reply / worse service and wrong information of reply we got.
The following ticket No. for your reference, there have many mistakes and worse service between those case. Please understand that I'm tired to explain more.
[Ticket #2820809], [Ticket #2713556], [Ticket #2711763]

For now, I'm wishing that we can get support on [Ticket #2815262], to get the amount which Air Canada refunded to your company. All information and documents have been emailed by the ticket.
Please understand that it's interfering with our insurance claim. The amount that we received would not same with the refund receipts from Air Canada. We can't explain it. That's why we cannot accept the refund arrangement here.

Thank you for your understanding of my experience here and your help in advance.
Look forward to hearing from you soon.

If you need any further information, please contact me by email: [protected]@hotmail.com or at +[protected] (Mr. Leung)

Best Regard
Mr Leung

At Jul 3 2019, I've received an answer from Customer Service of Travelgenio that my booking is being processed by the refunds department.
As I heard, I can get 102.95EUR with 50EUR of the service fee shortly.
Now, It's been almost THREE month and I STILL haven't get the refund.
I even send emails many times after that answer, but I couldn't get ANY reply.

This has been the worst customer service I have experienced. Do not use this company. I booked via Skyscanner and while the money was taken no tickets were issued. I sent an email to query - no response - I tried to contact UK number (it just cuts out as soon as it rings) and finally today got through to s Spanish number. The call lasted more than 30 minutes between getting through and waiting but they refused to give me a refund or explanation as to why I did not get my ticket and took no responsibility. They operate like a dodgy company - I would not be surprised if they were verging on insolvency. I intend following up with Skyscanner (whose own customer care to those who use the website needs upgrading) but also EU and UK Govt ombudsman. Wrong in every way and no customer care - this should not be tolerated. Boycott and spread the word.

I bought the tickets from travelgenio from Mumbai to Manchester via Dubai on 16th September, but after few hours of confirming the ticket, they say they dont accept cards which have no security payments and ask to make a payment again of extra 160 euros.
When i contacted, they say the booking cant be completed as i am undercharges and required 160 euros to complete and issue the tickets while the prices mostly same on other websites, there is no any increment.
Please help me with this on urgent basis, my flight is scheduled after 3days.

It has been 5 months - 150 days since the airline cancelled my flight and my refund request was processed by you. I still have not yet received the refund. Can you please check the status urgently? I will continue to seek resolution of this including any social media and tripadviser/google review until I get my refund. Thank you.

Booking reference: 3F0BS2
Last Name: LIU

Cancelled flight details:
FLIGHT: HU 7475 - Hainan 4/05/2019
DEPARTURE: Shanghai, CN (Pudong) 4/05/2019 16:10
ARRIVAL: Chongqing, CN (Chongqing) 4/05/2019 19:00
AIRLINE BOOKING REFERENCE: CA/MLZ23R
BOOKING CONFIRMED:, Economy DURATION:02:50

BAGGAGE ALLOWANCE: 2 Pieces
STOPS: -
OPERATED BY: Hainan, HU
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FLIGHT: GS 7945 - Tianjin Airlines 4/05/2019
DEPARTURE: Chongqing, CN (Chongqing) 4/05/2019 23:05
ARRIVAL: Melbourne, AU (Melbourne Intl.) 5/05/2019 11:40
AIRLINE BOOKING REFERENCE: CA/MLZ23R
BOOKING CONFIRMED:, Economy DURATION:10:35

BAGGAGE ALLOWANCE: 2 Pieces
STOPS: -
OPERATED BY: Tianjin Airlines, GS
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E-tickets
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TICKET:[protected]

We booked a flight through Skyscanner and opted to booked through travel2be with website under travelgenio. Our personal details were captured automatically by this company as we have received promotion discount code twice even during the process of our bookings. When we eventually opted for their service, and paid our tickets, we noticed a mistake in the main passenger's name although the booking person details which is supposed to be the same as the main passenger, were correct. We contacted them that very minute, submit a request on their website and also spoke to their customer service officer within that few minutes. They straight away told us to pay 50 euro despite telling them that we didn't omitted that detail and it was their system error. After so much arguments and a call to airline (emirates) who said they cannot help us on this, we agreed to pay the 50euro because they are telling us it will cost us more if we don't do so after midnight (the airline said it will only cost us 30 US$ anyway). We go ahead and paid the so called "fine" and they promised to send us the new tickets 2 hours later. That was around 10pm and it's already 8:30am now and no email of new tickets from them. We were charged of the mistakes we didn't made and worst didn't received the newly paid tickets as promised. This website is to be aware of and you can see from the reviews they are receiving from their customers. Obviously we've seen it late before we became their victim. They are luring the consumers of their cheapest service but charge them in different means possible they can.
I hope it will help others becoming their victims. Thank you for the attention, hopefully we will get from you.