Travelgenio
Reviews and Complaints

This cowboy outfit refuses to refund me $380 AUD that they took from my credit card for a ticket I did not purchase. The transaction failed to go through on their website after I was redirected via Skyscanner. I entered my credit card details and went ahead and waited for authorisation. That never occurred as I was met with a browser page that said the page could not be accessed. Almost immediately I received an email asking me to pay via a secure link in the email. I absolutely did not make any attempt to pay via that link. Fact is I didn't even see that email until 1 week after they sent it. I checked the time they sent it and it was literally 1 minute after I attempted to book on the website. I phoned their disgraceful "customer service" line 5 times on the day of the alledged booking. I have, in writing, an email from them stating that had I contacted them on the same day of the booking then they could have reimbursed me. I told them I did. They asked for proof of the calls. So I immediately sent them a record of the calls. They came back saying they could find no record of the calls. I could go on and on about a mountain of lies and deceptions and pathetic cover ups related to my case. But I'm sure you get the picture. This company must be investigated and shut down. They haven't a care in the world that they are stealing from people.

Reservation code: ASCMOJ
Flights: BE3120 FlyBe (CDG Paris to Manchester Ringway Intl.)
DE5604-CONDOR (Manchester to Orlando)
BE 2433-JETBLUE (Orlando to Puerto Rico)

On May 28th I bought an airplane ticket from CDG Paris to SJU Puerto Rico. The ticket confirmation indicated my first flight (flybe) was From Paris to Manchester then a second flight from Manchester to Orlando, then Orlando to PR.

When I arrived to the CDG airport I wasn't not allowed to check in due to an incorrect issue plan ticket. FlyBe indicated to contact Condor Airlines and Condor Airlines said that the issue was with the agency (FlyBe). I contacted travelgenio and beg for help, they said they couldn't do nothing at the time, and that I needed to call them later. After many attempts with different customer reps, nobody did anything to help me and I was not allowed to complete my checkIn process causing me to lost all my flights . I had a health situation which I shared in the call, I was left without a ticket, alone and more than 3, 000 miles from my place of residence.

Via phone TravelGenio indicated that they would start an investigation (I'm asking for a full ticket refund 454.83 EUR). This situation also cost me an additional $1, 000 for new tickets. This happened on 11/6/2018, I waited a week and no communication from TravelGenio. Then on June 20th, I send an email to TravelGenio but no response was received in regards my complaint. On June 29th I send a complaint thru their website, still no response.

No customer should received this type of treatment, I bought a ticket, I was on the airport on time and their mistake, cost me more than $1, 500, it put in danger my health and was a traumatizing experienced.

Please assist to remove travelgenio.com & travel2be on your listing. I have called multiple times to travelgenio & travel2be for an error made on the flight ticket but their customer service refuse to help. Emailed was sent since 30 June multiple times, even when I said I would go to social media their customer service replied : please go ahead, we cannot help.

Such a bad experience with their services. They will try to fool you with their payment process. I clicked on 'Purchase' while it was said 620EUR. And surprised! I received an email with an invoice of 670EUR... I did a screenshot with the mentioned price of 620EUR but the customer service didn't want too hear anything. Such a bad conduct fro this company..

dear sir,
please i havd flight today at 0105 morning but i missed this flight because i had a mistake in reading my flight schedule, i called the airline office to make new change in my booking inorder to fligh but he said i have to call you to make this changes with penalty, so please help me to make new change to use my ticket to fligh.
thank you so much

jawad

We purchased two TPE-BKK tickets trough travelgenio. However, we received an email the next day stating the airline company is unable to confirm our reservation, and that we must pay an additional fee of 382 Euros.

We would therefore like to cancel this reservation, but the payment has already been deducted from our credit card, and we send many Email ask for refund, but travelgenio refuses to respond.

I think it's Fraud

I booked a flight with travel2be/travelgenio, at the price shown, and the payment went through, with this being displayed by the website, on June 12:
"Thank you for your booking with Travel2be.
Your booking is confirmed.
Travel2be code for this booking: [protected]
Booking code: BIOXIB
Payment processing: The payment has been successfully processed."

The price and the duration of the flight were the reasons for booking with them. I confirmed the price was correct and not only an estimation.

After more than a week, I wanted to take a look at the flight details and realized I do not have an email with the tickets. Called customer service on June 20th and...:
- 1st call - someone took the booking number and put me on hold. After two minutes, he hung up and I got the message to rate between 0 and 9 the quality of the help: rated 0.
- 2nd call - I said the first call didn't go too well and asked for the same not to happen. He took my booking number, found the flight, and told me the booking has been cancelled. Of course: "WHY!?". He said they sent an email on June 13th explaining that I should pay 120 EUR more to keep the booking. I said I have no email from them. I do not lose email, never delete, and I checked again, including the Spam folder.
I told the person to forward the email. He kept asking me if I want to keep the booking and I kept telling him to send me the email first. Before I could get the email he forwarded, he said "thank you for your call!" and hung up, so twice so far. The email arrived and it said:
We are contacting you to inform you that the airline was not able to confirm your booking.
"Alternatively, we made a new booking with the best fare available, with a total price of 581.00EUR (120.00EUR more than the amount paid)"
This email never made it to me before and they also had my phone number. There is no possible way I got that email on my @gmail.com. At best, it got stuck on their side.
- 3rd call - I started by asking for a manager, I was told there is no manager there. I then asked the name and was told Ricardo. I give the booking number, he puts me on hold, I get the option to rate the service from 0 to 9 again: 0 again, of course.
- 4th call - someone answered in Spanish and explained to me that his English is not too good, but will try to help me. It was after he recommended I call back in 5 minutes for some English. He seemed to understand me just fine.
He took the booking number, said he has to check the new prices, and put me on hold again, after I had explained what happened before and asking him not to put me on hold. He came back after a few minutes and gave me the exact current price I can find on flighthub.com.
After 35 minutes, still nothing. On hold again, after asking to pay the difference to keep the flight. I wanted to do that than going through a refund, because I can book exactly the same on flight.com. He came back with the flight details and the flight was longer than what I could book on flight.com for the same price.

I eventually cancelled with them and will hopefully get a full refund, while I booked the better flight on flighthub.com without any hassles.

travel2be/travelgenio do not have better prices. They only make it look so, while booking the same flights you can book yourself (or worse) and coming back with emails about the difference you are supposed to pay. These emails may can come or not, depending on their server. Gmail does not lose emails, I never delete emails, so what they sent never arrived. They cancelled my booking without calling, too.

To solve the problem and not knowing yet if my refund will go well, it took 1.5h and 4 calls. The last person helped to the end, but the previous ones simply decided not to even try.

The customer service is atrocious and the people answering the phones seem to find pleasure in avoiding solving the problem, delaying, and plainly treating the customers badly, with impunity.

There is no reason for this company to exist and the authorities should close it or, at the very least, fine it a lot for each offense. Is there any effect after such a complaint? Is anyone asking them to provide the trail of proof, recordings, the _email server_ log showing emails leaving and reaching the destination?

Thanks!

I have asked for a refund many times.
I sent you an e-mail saying that I would take the unfair penalty you offered me.
But you did not reply to my email.
Your email address I used is as follows.

[protected]@corp.travelgenio.com,
customer.[protected]@travelgenio.com,
[protected]@travelgenio.com

I suspect. Whether or not you keep your promise and I'm tired of sending you mail now because you don't read it.
If I am right, I know your head office is in Madrid. I am going to try to talk about your company with Consumer Protection in your country.

If you read this article, please reply to the refund you promised. You know my email address. My e-mail address is [protected]@nave.com, just in case.

Aren't you going to answer "Please send us a mail to customer.[protected]@travelgenio.com with all your doubts and we will answer you asap. Regards"

TRAVELGENIO IS A SHAM COMPANY.

It does not even deserve 1 star. It should get negative stars. Seeing other people's post about travelgenio just confirms I am not alone in this sham business.

I searched my flight on skyscanner and they led me to book on travelgenio for the flight timings I wanted. When I went to the webpage, there was NO information on luggage weight, seat selection etc. On top of that, I was charged a higher price from what was supposed to be the "final price" and only realised it when the bill came. Such FRAUDS and it is really audacious. Trying to call their call center, my line was persistently cut off and I had to call multiple times to reach the operator. After reaching the person, I was told they had NO POWER to assist such services and was asked to email instead. Why have a hotline when it is useless? Was also informed I had to pay for their service if they assisted me? WHY? When the fault is with how travelgenio operates and scams people their money. The price listed on the website I was suppose to pay is different from what was charged to my card! I was charged a much higher price!

In addition, after emailing travelgenio to ask about so many inquiries about the flight, they only replied ONE question and said "the discount is based on what card you use to pay". Firstly, I don't even know about the "discount". Secondly, I don't even know what card I am suppose to pay for the "discount". Thirdly, the "discounted" price is what was advertised on skyscanner website and the "final" price I was supposed to pay on travelgenio website. They conveniently ignored the other questions posed eg, baggage weight etc.

Travelgenio has very bad service and replies and they pretend to "solve" problems when reviews are brought to forums when they cannot be bothered to solve it in private email. It seems like many buyers are frustrated with their services. This company should be blacklisted and reported to the authorities.

BEWARE AND STAY AWAY FROM TRAVELGENIO.

Today I attempted to book flights from Tokyo to Dublin, flying out on September 14th and returning on September 24th. Flights are with Cathay Pacific and go through HK.

My booking references are [protected]

TKQZPO

I gave my card information and 92, 000 yen was taken from my account. Later today I received a mail informing me I had to pay another 142 euros. I tried to pay this amount but the payment wouldn't go through.

So... I don't have a flight and I paid 92, 000 yen. I'd like my money back please

On 20/2/18 I bought through Travelgenio 2 return tickets (London to Kathmandu) with Emirates for a cost of £1673.60. On 29/2/18 you advised me Emirates had changed the schedule which was most inconvenient as it interfered with an onward flight in Nepal. Refund was refused. In the event the London departure was delayed and the connection in Dubai became impossible. Tickets were re-routed via Muscat of Oman. Arrival in Kathmandu was not until 19.55, 4 hours and 50 mins later that initially advised and after our onward flight to Pokhara had departed. This required over night accommodation in an hotel at the cost of $us 40, three rooms were need for others of our party journeying on to Pokhara. Total cost $us 120.

I painstakingly made an application for redress to Emirates, but they redirected me to the Travel agent- yourselves for refund/compensation

Hi. My name is Puneet Nagar. I bought my flight ticket (Booking code: KNFLZA) yesterday on 15/06/2018 from Auckland to New Delhi through travelgenio. The flight detail is CX7402 which was supposed to be departing to Hong Kong first on 16/06/2018 at 23.55 according to the itinerary sent to me by Travelgenio. But when I arrived to the airport I came to know that the flight has been delayed to the next day with me nowhere left to go. Moreover, I came to know from other customers flying on same airline that this change happened few days ago and they received a call from airlines few days ago. This means any change supposed to occur was known to everyone, but nobody really cared to inform me. This is such an irresponsible behavior, in which everyone earns money and then don't care about the customer leaving them in pain and agony alone. How did travelgenio sell me a flight with wrong date and time, if there was a change known since last few days. I need an explanation and wish to see how you would compensate the sufferings caused by you to the customer. I want all of my money to be refunded, and the return tickets to New Zealand to be converted to First Class. If you have caused discomfort to someone, you need to pay them comfort.

Few days before i decided to book flight from istanbul to multan pakistan i found cheap ticket of flydubai on travelgenio website at the ladt point i declined proccessing coz i came to knoe negative views about that site as a result of all these 90tl has been deducted without any reason i wrote emails etc but they tell lie that we sent your amount but i didnt recieved any amount i asked for prove than no one reply me.
Please improve your service dnt rely on our money one day you will suffer. I already complaint to my bank they will do something against your website.

I purchased a ticket with TravelGenio for a TAME Airlines flight. Upon arrival I was told that it was the incorrect fare but that TAME would contact TravelGenio for the additional amount. Upon my return flight TAME refused to let us board until we paid another $579, on top of the $570 we already paid to TravelGenio -- DOUBLE the cost of our flight. This is a complaint for both TAME Airlines and TravelGenio. Of which I've contacted their customer services with no reply.

I booked a ticket in Feb via momondoo provide link of travel2be, which is believed as the other name of travelgenio in Australia. Three days before departure, I suddenly faced some unplanned coming extra works, so I have to make a change. Since I have never heard travelgenio before, and I decided to do as what I normally do-call the airlines directly and they helped me to change my ticket to be open. All the request had been done with the airlines. I kept working on my job and nothing special happened. Except I bought ticket from them, I have never contacted travelgenio during my life time.

However, a month later, when I finished all my work and decide to choose a new travel date, I called airlines. They told me, my ticket had been cancelled by travelgenio just 20 days after my original departure date, and they have applied a full refund from the airline, which had been settled in a day after travelgenio cancelled my ticket (actually, my ticket supposed to be open and valid for one year). So, I first time called travelgenio.

That was too shock that a displayed Melbourne phone number actually reached Spain... Of course, they even said " We have nothing about you...".
Funny, they checked my booking code and told me the date has past, but just excuse that they could not find my information.
Well, nothing to do, called airlines. Airlines double confirmed travelgenio done all the thing to me, and they have been fully refund use my ticket fare...
Again, called back the "Melbourne" number...40 minutes waiting..."Sorry, we could not find your information..."said the lady working at travelgenio call centre...
called back airlines, confirmed again...
called back travelgenio, denied first, then agreed to help me check what happened.
A week past, no response...
I complained via there website twice! Just received a funny email asked me contact the airline.
Then, called the airline, confirmed again, travelgenio hold my money.
Email travelgenio, got replied in two days said "we can only refund your tax, but we have to charge you 30EUR service fee..." I almost laughs out...I told them I request a fully refund, because the airline refund my money to travelgenio. But, they ask me to show the "evidence".
Again, called airlines, get the evidence of the cancellation operation of my ticket and clearly evidence show Travelgenio cancelled my ticket without my permission, after my ticket has been processed to be oped by the airlines. And travelgenio asked a fully refund from the airlines and that has been done.

I send those evidence back to travelgenio, they said they can only refund my tax and without charge my 30EUR service fee.

I denied, and replied the email by asking a full refund. Then, you must know what happened...never receive any reply and even nothing refund me back.

I have went through many forum, and I found I am not the only one faced such "fraud actions by travelgenio". I contact one of them and we decide to sue them. Unbelievable, how can such a "fraud company" still exist in the industry, god sick...

Booked tickets. They were involuntary downgraded and airline offered a fully refund. Which I agreed upon.

Travelgenio however thinks they can keep that money. They confirmed they got it back but somehow forget / refuse to sent it to me.

Several thousands of euro's. Already made a claim to the ECC. If nothing happens soon I'll have to make a legal claim and debt collect the money.

PS> I fly over 100 flights a year. Of course I had cancelled, involuntary stuff before but it was Always handled correct. This is the first time an agency wants to keep the money. I be using another trustworthy agency next time.

Stay away from them at all costs!

I tried to contact with your customer service to cancel my order
I tried by Phone . Email. Text on Facebook. Every possible ways. Even making a post on your fan page. However I never get any reply.

First I called several international calls. Most of the calls were dropped before being picked up. However I got 4 successful chance to get contact on your crew. But hang up twice. I make an international call waiting about 10min every call for your crew to pick up and what I got is hang up. Not once but two.

Second I make two post on the fan page on Travelgenio searching for help. However I didn't receive any help but get deleted post for "two times". I can't believe how you guys delete post that customers are looking for help.

Third I text by Facebook messenger. Your crew just read and didnt make any reply. Not even a single word.

I'm so tired of making contact on your customer service. Wasting time and energy even money.
Definitely the worst customer service ever experienced.

I don't know if I could get back my money.
But at least if someone saw this post. Please don't make order through this website. It's just a nightmare

To whom it may concern,

I was charged €77 by your company yet a service was not provided. This occoured after a failed attempted booking due to insufficient funds on my card. Can you please refund me the amount as soon as possible.

The amount was taken on the 22 of May for €77.04
My name is Vera O Reilly. If you need the card number please contact me.

I have booked two roundtrip tickets (Hong Kong Victoria, BC)
Yet due to some issues, I need to change my flight dates.
I have followed the instruction to fill in the form provided by the customer services. However, no matter what, it cannot be sent out.
It is hard for us to either make a call or sign in the customer form to contact the agency.
It is much harder to find its email as well!
I just want to ask the charge of changing my flight date. Please contact me as soon as possible !

I have booked a flight from Hong Kong to Melbourne on their website in April. The flight was canceled so I require a refund on 6 May. They have canceled the booking also they promise a full amount refund(they said refund take 30 to 45 days). 45 days have past and I send an email asking about the updates but no one replies a single email. I'm afraid this is a scam. Why Skyscanner still allows this agency appear on their searching result?
I'm not sure I can get my money back or not.