Travelgenio
Reviews and Complaints

while checking my credit card details found a debit to travelgen for $3600 on 15/09/18 of which i have no idea what it is for.
i have contacted their Australian number and have been told they will investigate.
They said it was to do with a flight. Well if so i have not received any information of that flight

reading customer reviews does not give me confidence. I have had to cancel my credit card and will not contact my bank to investigate as fraud.

I have been browsing sites to arrange flights through easy jet and Ryanair but have not booked anything through travelgen

thank you

My partner and I just booked a flight an hour ago for the first and last time ever with travelgenio. Throughout the booking process one price was shown, we accepted the payment and once the credit card went through the price was 95 EUR higher! My card was charged a higher amount than what I accepted. This is FRAUD! I called the service center and after being on hold for 20 minutes and after 40 minutes on the phone the customer service rep kept saying that according to her system, I accepted the higher charge? Needless to say I do not recommend this company to anyone.

Hello,

I have sent the message below to your Facebook messenger service & was directed to send an email to your customer service email, which I did straight away. After calling & sending three messages, the matter still hasn't been resolved. Can somebody contact me immediately to fix this please.

I need to speak to somebody urgently re my booking ZDDR8K. Although I put spaces between my first, middle & last names when I booked, this hasn't been transferred to Emirates. My name (as on my passport) should be Ashlee Paige Ward. The name you gave Emirates is Ashleepaige, which is incorrect & not how it shows on my passport, & therefore they'd refuse me to fly. Can this be fixed immediately please as I'm due to fly in a couple of days. Also, can someone call me to confirm it's been done? My number is +44 [protected].
Thank you,
Ashlee.

1. On Saturday the 8th of September I booked a flight on Travelgenio.
Immediately I received a RESERVATION CONFIRMATION WITH THE FLGHT DETAILS.
2. I paid with Ideal, I checked my bank account and I Saw that the payment had been done to Worldpay Limited at 11.33. on the 8th of September.
I called my bank, they traced the payment and indeed the bankaccount received the money, it was on their account.
That was easy to check, since my account is with the same Bank in Holland.
3. I did not receive the tickets or the second email.
4. I received 3 times an email that there was a problem with the payment and that they didn't receive the money. With a link to pay again. I did not do this, since I already paid!
5. I called the customer service several times, and they told me to send an email to [protected]@travelgenio.com, with the payment proof. Or book and pay again !
6. I did send them several emails with the proof of the payment.
7. I received emails that the booking had been cancelled, because I did not pay.
8. I called again and they said that an IDEAL payment takes time, don't worry you will get the tickets. They promised to cancel the cancellation.
9. Once again I receive an email, from you, saying::
" Thank you for contacting Travelgenio.
We would like to inform you that your booking has been cancelled due to payment issues.
If you wish to make a new booking you can visit our website.--
10. WHAT CAN I DO NOW? I PAYED! THE BANK TELLS ME I DID AND TRVELGENIO/ worldpay limited HAS THE MONEY.
11. DID they STEAL MY MONEY? PLEASE CONFIRM ME THIS IS NOT HAPPENING. Please tell me they are not frauds….
12. The bank told me that an IDEAL payment can never be undone...European rules. So they cannot do anything for me!

WHAT CAN I DO?

The customer service is very impatient and rude, I booked it from Skyscanner and never be so regret that I should search for the reviews of this company first. I called them to cancel my flight, she was totally rude and hung up the phone after cancelling my flight, while I wanted to make sure how much the fine will be. I advise you guys don't buy the tickets from it just because it is cheaper, you will have to call their office in Spain, wait for thousands of years to be answered(or maybe not answered), and then piss off at their attitude ;)))))

You were made mistake during cancel my friend's ticket.

We had 8 flight tickets.
1. Seoul to Shanghai(for transfer) X 2 people
2. Shanghai to Vancouver X 2 People
3. Vancouver to Shanghai X 2 People
4. Shanghai to Seoul X 4 people

Person A
- Have 4 ticket for trip(Seoul to Shanghai/Shanghai to Vancouver and return ticket as well)
- Now Person A was canceled for Shanghai to Vancouver and Vancouver to Shanghai Ticket.

Person B
- Wanted to cancel booking.
- Now Person B was canceled half of the whole tickets.
- B's Ticket still alive on AirCanada system instead of A.

Travelgenio just tells there is A's ticket.
But AirCanada tells no ticket(Seat) for A on their system.

Who is a liar?

I'm not taking Travelgenio Airline, I will take AirCanada Airline.
Travelgenio Just claims they are not wrong.

But I checked 5 times through AirCanada.
AirCanada checked it with B's booking code.

I called travelgenio's customer service center, they never listen to me.
And I asked their FB > Travelgenio blocked me.
I send several e-mails. > ignore.

You should check my booking statement on AirCanada.
I don't have any booking on AirCanada booking system.

It means I CANT TAKE AIRCANADA AIRCRAFT.
I CANT GO TO VANCOUVER.

Yesterday I called this company to change my flight and the person who I was speaking to said I cannot make any change yet since I do not have the itinerary that was modified by the airlines. She said she is going to have the department send the email in a few hours so that I can have the itinerary and make a change by calling them again. Since then I got no email whatsoever.

I have been trying to call them yesterday all day. Although the answering machine said I only have to wait for 30 secs to 3-4 mins but it continues to hang up on me. Then I luckily got a hold of somebody and I just asked to send the newly updated itinerary and what she did was just basically to go through the whole process like the first staff did and put me on hold for another 15mins or so and hung up on me.

I was desperate since I only have so many days and according to a company policy they cannot make any change if the change is not made 3 days before the flying date. I kept on calling in the morning and I finally got a hold of somebody again after 10th trying and she said she asked the department to send my ticket and it will be send in about 1-2hrs. Foolishly enough I believed them and nothing happened, until now. I called them again and my husband did too. This time my husband wanted to get the name of the person(Nicole) and wanted to talk to a supervisor and Nicole just hung up on him.

This company is a joke. Finally I got a hold of other guy and he said that the department that sends the itinerary doesn't work on weekend so I just need to wait till Monday. So dumb. Don't know why other staffs didn't let me know from the beginning and I cannot even believe this time if this guy is telling me the truth or not. It does not even matter cuz I made the same request yesterday on Friday.

On June 8th, 2018 I purchased a round trip flight from Pittsburgh, PA (USA) to Luxembourg (LUX) for my father. I ordered this flight with premium insurance in the event that my father would not be able to travel. My father was not able to travel and I cancelled the flight on July 22nd, 2018 without confirmation and then I cancelled the flight July 24th, 2018. I received a confirmation email from Travel Genio on July 26th, 2018 indicating that the cancellation of the flight has been confirmed and that I would receive my refund when it is authorized by the airline. It is advertised on your website that this would take around 2 weeks but I have been waiting for nearly a month and still have not received my reimbursement.

I have called numerous times to the Spain and USA phone numbers to be able to speak to a customer service representative and have been waiting for nearly 30 minutes on hold before the line cuts off. I am calling on Skype so I have been paying to be put on hold without any representative picking up the line. Normally I am told that the wait should last under 5 minutes before I am put on hold but I have yet to speak to anyone regarding this claim.

I fully expect to be reimbursed the payment for this flight. I have tried to stay as professional as possible under these circumstances but there will be consequences if I continue to be ignored.

The contact number for my complaint is 1890243.

RESEND 2ND TIMES!

My daughter Booked return ticket from hamburg to Jakarta by online. She used my credit card BNI signature.

Then I received notification 2 times from Emirates Air and from Travel Genio and they debited my card by euro 791.36 ( Travelgenio ) and euro 798.76 ( emirates air ) for 1 passenger and 1 ticket only!

My daughter call Emirates and they cant refund ( its okay for me because emirates already issue eticket for my daughter )

But TRAVELGENIO also refused to refund ( WHY? You even didnt issue ticket for my daughter / and its impossible to isuue double ticket for same passenger same flight same destination same time of flight...)

It is happened June 26th 2018.

Buchungscode Travelgenio: [protected]
Buchungscode Sabre: OSFWGH

FLUGDETAILS
Hinflug
Abflug: Fuhlsbuttel (HAM), Hamburg, Deutschland
Datum: 25.07.2018 21:35H
Ankunft: Soekarno-Hatta Intl. (CGK), Jakarta, Indonesien
22:10H (+1 Tag)
Reisedauer 19H 35m
Emirates (EK62)
Zwischenlandung in Dubai, Vereinigte Arabische Emirate . Umsteigen notwendig
Rückflug
Abflug: Soekarno-Hatta Intl. (CGK), Jakarta, Indonesien
Datum: 08.09.2018 00:40H
Ankunft: Fuhlsbuttel (HAM), Hamburg, Deutschland
13:45H
Reisedauer 18H 05m
Emirates (EK359)
Zwischenlandung in Dubai, Vereinigte Arabische Emirate . Umsteigen notwendig

Please response AND refund to my BNI Signature CARD [protected] xxxx )

I paid already your double charge to my BNI Card and until now u didnt show any response

I saw many complaint about your company!

Thanks.
HENRICO

( henrico.[protected]@gmail.com)

I booked flights from amman to london. The next day i was emailed to say the flights were unavailable and alternative ones were offered but my booking would be cancelled if i didnt reply. I replied more than once however was emailed to be told my booking was cancelled. On the phone they reported i could still use my booking but now the flight available would include a 12 hour stopover. (Better flight times were still showing on skyscanner but they denied this). They would not allow me to change my flights to a day earlier to avoid this long wait.
I was sent a confirmed itinerary however the airline said my flights had not been paid for despite travelgenio having taken the money from my account. Travelgenio had put the incorrect name, not included date of birth and put the incorrect nationality in the information given to airline.
I had to send multiple emails and make 4 separate phone calls and i am still unsure my booking will be accepted at the airport on Saturday where the only other option would be a flight coming up at over £1000 which i cant afford. My choice would be to fly a day earlier and avoid a long stopover.
Skyscanner has never been a problem for me before, i do not think you should offer flights through this company as they havewasted my time, caused a lot of stress especially as i am travelling alone, and they have cost me more money.

Dear concern, I have booked a flight from TPE to LHR of Emirates at 21/9/2018, I wanted to change the date to 11/9/2018, I tried to call your office in Spain but no one answered! I also wrote you emails but didn't get any replies! It is annoying because I can't find a way to change my ticket at all.
If it really is the way your company deals with customers' problems, it disappointed me and I will never book flights from you again.
Please contact my email if you see my message and arrange to change my flight.
Thanks.

Dear sir,

My name is muhammed faisal i am contacting you regarding cancel my ticket and refund my money back to me for just inform you about it i have been trying to call your cellphone since more than a week ago but No one answered the phone and finally i found this website to inform to travelgenio about my cancellation my ticket and refund my money back to me, please find ticket information on below .

Booking Reference: PFBFLL
Email: [protected]@hotmail.com
Departure Date: 21 August, 2018
Country Code:+91
Phone:0091 [protected]
Passenger name : Muhammed Faisal
E-Ticket Number : [protected]

Please get back to me as soon as possible

Regards
Muhammed faisal

Hi,
we have recently returned from a trip to Santorini Greece, were both times on our departure flight from Dublin to Santorini and our return flight we had to pay 60 euro for our 1 bag of luggage thats 120 euro.
when booking through skyscanner [emails from yourselves] we had already booked on and paid for our 1 bag.
we are now looking for our refund re:this matter.
if you could let me know the details via email [[protected]@hotmail.com] of how to claim this all back asap that would be great.
kind regards,
Jennifer Allen.

Dear concern.
I bought ticket from OPO to MAD, air Europa.
When i booked ticket, i paid additional charge of KRW25, 802 for the service pack to include 23kg checked baggage in hold.
My confirmation email shows it confirmed additional charge so that i purchased 23kg checked baggage in hold.
however, on Air Europa website, my ticket is not provided it so that I directly bought the additional baggage by my self .
for this point, i sent several emails, but their reply is not make sense and definitely useless.
Even i paid additional charge, i can NOT upgrade my seat, get meal or cancel, change the flgiht schedule for free.
Also, their provided charge to add 23kg checked baggage is same as do directly via airline website, EUR 30. Then, why should i pay more?
I requested to refund the amount of KRW25, 802 .
my booking no. i s :C0SXHS

To whom this may concern,
I booked a flight through travelgenio. I have continuously been trying to contact the company to change the dates for the flights. I had contacted qantas who said this would not be an issue but Travelgenio would have to change it for me.
Each time I call Travelgenio I am on hold for approximately 16 minutes, then a recorded voice asks how I rate the service between 0-9 or somesone hangs up on me.
I haven't received any custimer service.
When booking the flight the price was $468 once I had confirmed my payment details I was charged $492. I'm not sure how a company can operate with such poor quality service.
I would like to cancel my flights with Travelgenio and the money to be returned.

I am very tired of keeping calling travelgenio! I read in the internet that this company is very bad and indeed it is ! I bought a ticket and i need to change it but impossible to contact by phone/ email their custom service. I would like to ask if it's possible to change a ticket for another date and how much does it cost. The flight is cataypacific CX505 (Narita/Amsterdam 21 august)and CX270(Amsterdam Narita 6 September) . Please help me

I bought a ticket from Travelgenio website with the reference of skyscanner and I think it is a fraudulent company and I must warn everybody for this company.
After I got my reservation, they blocked my money they did not send me my e-ticket. When I contacted them they refused that they got the money. However, my bank stated that the payment reached the company and the money seems on provision because of the company's responsibility. Thus, I sent my bank receipt which proves the payment, but there is no answer even though I provided detailed information to get my tickets before my flight. I am waiting for a refund or send my e-ticket but they do not answer me even though there is limited time for the flight. After I got this trouble, I read many complaints about travelgenio company. Therefore, I think that this company is making this kind of unethical behaviour intentionally or they have no capacity and responsibility to continue their business life. Skyscanner must stop working with this company because of so many complaints or must take the responsibility of showing this website to buy flight tickets.

I have booked a flight (RORZUU) to China some days ago.
Due to my job, I asked for a ticket change on the 3rd of August. On the 4th of August Ana - Advance Support Agent, replied to me explaining the penalties, fare differences etc [Travelgenio SL #1914972]. I agreed and explained my request of changing flight. Only 4 days later (8 August) I received a new mail, after one more pushing mail of mine (sent on the 6th of August), from Javier -Advance Support Agent, who wrote to me :
"In reply to your request we would like to inform you that based on the airline's fare rules, the requested change costs: 150 EUR penalty + 60 EUR fare difference + 30 EUR service fee. Total amount per passenger: 240 EUR"
This message was sent at 13:37 o'clock.
I have immediately (13:49 o'clock) replied:
"Many thanks, Please, proceed with these changes and thanks again. Let me know when the new tickets will be released."
Today I have been contacted by Mr Andrea - Advance Support Agent - That the change of yesterday was not available anymore and the new price for ticket change would be 455 Euro!
Well, in my opinion, this is unacceptable!

I ask to make the ticket change at the first offer (240 Euro). The company should provide of taking care of the price differences as I am sure that if the Support Agents were quicker and more efficient now the ticket change would have been done successfully with no problems at all.
---------------------------------------------------------------------------------------------------------
Find below all the e-mails:

Travelgenio
4 ago (5 giorni fa)
a me
Dear Alfonso,

Thank you for contacting our Advanced Support Department and sharing your comments with us.The feedback of our customers helps us to improve our products every day as well as the customer care provided.

We are writing to you regarding your booking RORZUU.

In reply to your request we would like to inform you that based on the airline's fare rules, the requested change costs 150 EUR penalty + Fare difference (according to the airline availability) + 30 EUR service fee.

Amount per passenger

If you provide us with the date you wish to fly, we will be happy to check the price of your change.

We remain at your disposal.

Kind regards,
----------

Caro Alfonso,

Grazie per aver contattato il nostro dipartimento di supporto avanzato e aver condiviso i vostri commenti con noi. Il feedback dei nostri clienti ci aiuta a migliorare i nostri prodotti ogni giorno e l'assistenza fornita.

Ti stiamo scrivendo in merito alla tua prenotazione RORZUU.

In risposta alla richiesta, desideriamo informarLa che, in base alle regole tariffarie della compagnia aerea, la modifica richiesta comporta una penale di 150 EUR + differenza tariffaria (in base alla disponibilità della compagnia aerea) + 30 EUR di costo di servizio.

Importo per passeggero

Se ci fornisci la data in cui desideri volare, saremo lieti di verificare il prezzo del tuo cambio.

Restiamo a Sua disposizione.

Cordiali saluti,

Ana
Advance Support Agent
Travelgenio.com

Alfonso Savastano
4 ago (5 giorni fa)
a urgent
Dear Ana,
thank you for getting back quickly.
I should leave from Rome on Monday the 10th of September 2018 (arrive in Hangzhou no later than the 11th September evening as I have to attend an important meeting on Wednesday morning (12 September).
The return from Hangzhou can be on Thursday the 14th of September 2018.

Many thanks for your interest.

Let me know if it is possible to make these changes and how I have to make the charging payment.

Regards.

*****************************************************************************

Alfonso Savastano
6 ago (3 giorni fa)
a urgent
Good afternoon,
I am sorry to push on you, but would you mind updating me on the status of ticket changes?

Many thanks.

Regards

***********************************************************************************

Travelgenio
8 ago (1 giorno fa), 13:37 o'clock.
a atencionalclie., me
Dear Mr. Savastano,

We apologize for the delay,

In reply to your request we would like to inform you that based on the airline's fare rules, the requested change costs

150 EUR penalty + 60 EUR fare difference + 30 EUR service fee.

Total amount per passenger: 240 EUR

For the following flights:

CZ7711Z 10SEP ROME AMSTERDAM 1240 1510

CZ 758K 10SEP AMSTERDAM HANGZHOUH 1715 0950

CZ3542K 14SEP HANGZHOUH WUHAN 1925 2100

CZ 645Q 15SEP WUHAN ROME 0110 0625

Bear in mind that the indicated amounts are only available at the moment and they could change depending on the flight's availability.

If you wish to confirm the change, please reply to this email before 18.30PM (Local Hour in Madrid) and we will charge the total amount to the card used to make the booking. As soon as the payment is accepted we will reissue your tickets with the new itinerary

Waiting for your instructions.

Kind regards,

--
Javier
Advance Support Agent
Travelgenio.com

******************************************************************************

Alfonso Savastano
8 ago (1 giorno fa), 13:49 o'clock.
a urgent, atencionalclie.
Many thanks,
Please, proceed with these changes and thanks again.
Let me know when the new tickets will be released.

**********************************************************************************

Travelgenio
14:32 (2 ore fa)
a me, atencionalclie.
Dear Mr. Savastano,

Thank you for your answer.

In reply to your request we would like to inform you that the availability in the flight requested was not longer available.

We have found the following alternative:

CZ 662Z 10SEP Rome- Guangzhou 11.30 05.20

CZ3521K 11SEP Guangzhou - Hangzhou 08.00 10.10

CZ3542K 14SEP 5 Hangzhou - Wuhan 19.25 21.00

CZ 645K 15SEP 6 Wuhan - Rome 01.10 06.25

It has a cost of 150 EUR penalty + 275 EUR fare difference + 30 EUR service fee.

Total amount per passenger: 455 EUR

Bear in mind that the indicated amounts are only available at the moment and they could change depending on the flight's availability.
If you wish to confirm the change, please contact us answering this email with the confirmation of the amount paid and the itinerary offered. Once we get your confirmation, we will charge this amount in the same card that you made the payment with.

Bear in mind, that It's possible to make this change today untill 17.00 Madrid local hour. After this time, in order to make the change you have to contact our costumer service telephone 24 hours avaialble.

We await for your response.

With kind regards,

Andrea
Advance Support Agent
Travelgenio.com

Alfonso Savastano
15:20 (1 ora fa)
a urgent, atencionalclie.
I am really disappointed!
I have replayed to you immediately yesterday as I am replying immediately today!
I am not spending more than the initial price of 240 Euro to make this ticket change!
If you charge me of 455 Euro I will make an official complaint to TRAVELGENIO as I have all the mails saved.

Travelgenio
16:34 (41 minuti fa)
a me, atencionalclie.
Dear Mr. Savastano,

Thank you for your answer.

We understand your concern, however, as we informed you " the indicated amounts are only available at the moment and they could change depending on the flight's availability ". In this case, we couldn't guarantee the same fare, since it depends on the availability that the airline offers.

From today, our department will remain closed so if you still want to proceed with this change today, please contact our costumer contact center 24 hours available.

With kind regards,

Alfonso Savastano
16:39 (36 minuti fa)
a urgent
No excuses!
I do no accept your apologize!
I replayed to you yesterday immediately. You cannot propose an offer that you cannot keep!
I will start an official complaint immediately!
I write it down again: no more than the initial price of 240€ for this change.
The rest of payment it will be on you as it is not a fault of mine!

Called 32 times for electronic ticket not being issued to me (my spam folder gets deleted daily and requested new one. I have talked to two customer service representative and got hung up, just like other 32 times before. This is beyond unacceptable and I am now a nerve reck since I am travelling tomorrow. If you don't answer your phone calls from costumer, please at least see it here and send me my electronic tickets (2nd email) within hours since this is an urgent matter. I have sent you an email from [protected]@odu.edu and hopefully you will answer me. If not, I will know not to do business with you ever again.

I wrote the email below on June 9th but havent heard back.

Dear Sir/Madam,

My son and two friends tried ordering tickets on May 24th for a flight from Tel Aviv to Prague, departing Tel Aviv on July 1, 2018.

They used your website to purchase 3 tickets for the following passengers:

Mr. Amichai Wolf
Mr. Alon Yechye
Mr. Daniel Hochstadt

Initially, your web site did not show them that the credit card payment was accepted. After approximately 15 minutes of this situation, they decided to leave your website and try to purchase the tickets through a different website.

There were no warnings at all about leaving the web site or any indication that something was occurring.

On this other website, the purchase was accepted right away.

The next morning when Mr. Hochstadt checked his email, he was shocked to learn that the original purchase they had had tried to make through your website was actually completed after they had left your website. The purchase occurred 5 hours after they had left your web site!

The flight code is QCTDMF

They are now in a situation whereby they have tickets that they no longer need. It is totally unacceptable that a purchase on your website happened 5 hours after they had already left your web site. As mentioned above, there was no indication at all that the purchase was in progress or any warning about leaving the web site.

I demand an immediate full refund for all three tickets as my clients cannot cancel the tickets that they purchased through the other website.