Travelgenio
Reviews and Complaints

Hello,

Basically I booked a flight months ago. I was sure I booked it but could find no record of it anywhere and wasn't sure of the exact date. I've had to end up booking another one at a cost of 500ish$. Then on the 1st march, 8 hours before I needed to be at the airport I received a check in email (first notice) for my flight. I called every financial institution to find out whether they could stop any of the payments. Obviously futile as I had made the payment ages before. They all told me if the payment existed only the merchant could release it. I had spent literally more than half the time i had been given notice on the phone trying to talk to someone to see what can be done. Literally fell asleep at about 5am waiting for over 2 hours for over to speak to the airline or travelingo. I had been on the phone waiting to speak to people various people or nearly 4 hours. I could have made this initial flight but I was given little to no warning about its existence and by the time I could do something about it I was essentially snowed in. Now westjet has just liberated another 500$ from me.

First of all, why are you sending me my checking info only hours before an international flight?
Why did you make it so difficult to find in the email? My friend thought I was just retarded and also tried searching the airport codes, destination, departure city to no avail.
Why when I had an issue did I not reach someone for over 3 hours of waiting?
Why if I had an issue would I only have been given same day notice?
What if it was something serious but non financial, how can you justify this policy? A reasonable expectation is 24 hours notice.
I needed to be contacted or get into contact with you people and it was just impossible. When I was on the phone waiting it also just randomly cut out and I had to call back at the end of the queue. This situation is pretty inappropriate. I had spent the entirety of my awake hours trying to sort this out and could have made this flight if I could have just spoken to someone or been given adequate notice but now it's too late.
I understand that to a degree it's my fault I missed this flight, but again if I had been given any sort of appropriate notice I could have done something about making my initial flight and cancelling my other one.

Currently in transit for my subsequent flight, but I await your response.

Regards
Taylor

I booked a return flight with Travelgenio from Dublin to New York. My outbound flight was cancelled by Norwegian Airlines as the weather was too bad to travel. When I contacted Norwegian they told me I have to contact Travelgenio for a refund as I booked through them. I have done this 3 times on the 05/03/18. I have spoken to Stephanie, Karina and Marcello. Each time I have explained all of the details of my flight. to which Karina told me there is no proof on travelgenio system that my flight is cancelled to contact Norwegian. I contacted Norwegian again to which they told me that Agents such as Travelgenio have a special line to contact them so tell travelgenio to ring that number to confirm cancellation. Stephanie in Travelgenio told me I am entitled to a refund for the cancelled flight of €165pp which is €660 but not my return flight. I asked how much it would cost to change my return flight to the 24/04/2018 to which I was once again cut off. Is this a ploy so that my return flights will run out tomorrow and I will lose the money for that too. I have not been contacted by Travelgenio to resolve my issue even though I have been in contact so many times today over a 2 hour period and have not got a satisfactory outcome. Totally unacceptable.

Serge SAVIN
26 rue des jardiniers
76370 ROUXMZSNIL BOUTEILLES FRANCE
33(0)[protected] [protected]@club-internet.fr

J'ai effectue une reservation paris bangkok le 18 juin 2018 sur swissair dep 15h05 de paris pour bangkok via zurich et retour le 29/06/2018 sur swissair dep bangkok pour paris via zurich.
J'ai regle par visa la somme de 510 euros, ai ete debite et n(ai rien recu confirmant cet achat.
Merci de m'envoyer a mon mail la confirmation
Cordialement Serge SAVIN

Just yesterday I book a flight from doha to Bangkok, they took the money from my credit card, and yesterday after my reservation, they sent me one email telling that couldn't make the reservation and sent me one option to fly to dEhli wait in the airport for 10hours and after fly to Bangkok arriving at night, a total hours around I even know 18 hours, when my flight will have maximum 9, stopinh in Oman just for around one hours, i told them that I dont want fhat ticket. On the first email they told that will send to me this new reservation. Till now after 10 hours without sleep, i still wainting for one reply to one the ten emails and calls that I send to them. Nobody answered email, phones, nothing. This is unbelievable never happen with me! Total desrespect for people! I will not fly because i evem dont have a ticket can you imagine, I paid for nothing! I sent email for three different departments and nothing. Just want to share it with guys, this is nightmare!

To who it may concern at TravelGenio,

I have purchased a ticket from Madrid to Montreal with a layover in Casablanca. I have purchased an insurance with the ticket.

The airline was very careless and has lost my luggage (Royal Air Maroc) I have been calling with no clear answer of where my bag is.
Claim number YULAT24811.

When I filed the claim at the airport immediately there were 7 people from the same flight who have lost their luggage.
Very disappointing. I urge you to reimburse me for my lost luggage and for the days I spent without proper clothes at the cold winter of Montreal! Ticket number 147-[protected]

This company is a fraud!

This company is a fraud! I will press for legal charges against them, thankfully I had my wits together recording my calls to the service desk so I have sufficient proof. I checked online for flight rates to Nairobi, they were somewhat cheaper than BA, except for the fact that when adding the credit card payment as the payment option, the cost of the flight increased by approx. 75€. So I did not finish the booking process and booked directly with BA. 10 minutes later I received an email from travelgenio that the booking was confirmed! I called the service desk 3 times, they spoke poor English but I speak Spanish as well, as soon as the word "cancellation" fell from my side, the connection was broken from their end. I then informed American Express immediately since I expected fraud, we agreed to wait for another day to see if there would be any addl confirmation of the eticket which I did not receive.in the end, I had two bookings - one non-authorized by Travelgenio, and the one I booked 10 minutes at the BA site since the TravekGenio price had the hidden credit card cost in the prelim listing of the total amount value. The way how TravelGenio responded to the complaint from American Express is simply obnoxious, with girls only listing their first name and provide "so called" customer service. I will keep you posted on how the legal process goes, but clearly, they use the cookies on their website to substract the credit card information, even though not confirmed. So watch out for these crooks!

BOOKING REF BGS7NQ
My (outbound) and return flights are on a through-ticket. My two return flights from RAR to LHR are via LAX. The second leg, LAX to LHR is causing me great concern, as the connecting flight from LAX has been brought forward 2 hours by that airline (not the same airline as the first leg, RAR to LAX). The time I have between flights may cause us to miss the connection, due to baggage reclaim, US immigration, and check-in of baggage again, not to mention the possibility of flight delays.
I have emailed TravelGenio four times and spoken to them three times, made an online chat to the airline once, (I have a transcript of that conversation), and a further (airline-recorded) phone call with them. They are holding the more suitable alternative flight for me and agree with me that I can use that option. The airline is waiting for TravelGenio to confirm my details and will authorise the new ticket immediately at no extra cost or admin fees... because it was the airline change of flight-time and not my choice to change that flight to an earlier one. TravelGenio refuse to accept that version and appear to refuse to have even contacted the airline. All I am being offered by TravelGenio is a new fare at a "penalty" of £150, plus admin fees 30 euros per person, and emails telling me the airline cannot only offer me the flight I seek. The evidence has been emailed to them, the screenshots of the airline's website showing the flights, the Travelport itinerary and TravelGenio's own site showing it.
This needs urgently reviewing and resolving to my satisfaction by someone who can see the error of their ways and issue a new and updated e-ticket without delay.

My bookingcode: SWR8B.

I am writing to you regarding the time change of my flight from. addis ababa (bole intl). to..- mahe island.
I have received an email stating that the air company has changed the flight's departure time. My concern is I might not be able to catch that flight as I will arrive at 15, 35 from Ethiopia but my connecting flight will leave for MAhe at 15, 45. It seems to me a bit short time to change flights. I would like to know whether the Mahe flight will wait for the passangers from the Ethiopian flights to be able to catch their connecting flight or if I need to change my flight for the next available one from Mahe to.17.05.? I am looking for your reply. Best regards, L. H

Dear Sir/Madam,

My wife, Narmeen Basharat, was shocked on January 9, 2018 when she was told by your staff at Karachi airport that she could not fly to Jeddah, Saudi Arabia, despite having a valid ticket [number 3L303M]. Refusing to issue her a boarding card, they told her that the ticket she was holding was only for Umrah (pilgrimage to Makkah) and not for common travellers, including those having an Iqama, or permit to reside there.

I also talked to your staff at the airport on the telephone and even on the helpline. They admitted that a ticket buyer was not explicitly informed that the ticket was for an Umrah passenger or for people travelling otherwise. They, however, argued that the Umrah ticket had so many digits and the other ticket had so many digits.

Sir/Madam, do you think it is justified? Is the distinction between the two kinds of tickets is clear enough? Or is it such common knowledge that your customer deserves to be penalized for their ignorance?

I hope you would agree that the penalty is unjustified, and would request you to REFUND me for the ticket as soon as possible.

Regards.

Taheer Ahmed

travelgenio charged me the full payment amount of my booking twice after that travelgenio cancelled my booking.i requested for my refund and they sent me this receipt? travelgenio told that i should ask my bank why till now i dont have my money back in my account...my bank asked me all the details and attached this receipt by travelgenio...why is it untill now i dont have my money back for my full refund.thank you.why i cant attached the two receipt travelgenio sent to me.

I have called multiple times today 08/01/2018 to change a booking and have been hung up on 3 times. I am absolutely disgusted! All I've requested is to change a flight date to an earlier date and the first consultant hung up on me without saying anything, second consultant did the same thing. Third consultant hung up during completing the change and the fourth consultant hung up on me when I asked to speak to someone higher. I have already wasted money calling you 4 or more times and have wasted so much time being placed on hold and all I want to do is to simply to change a flight.

travelgenio confirmed my booking last dec 30, 2017 and when they charged me twice in my card for my payment travelgenio cancelled my booking.now untill now i am asking for the refund i dont still receive any from travel genio they just kept email back at me that already processed and payment will be in my card for the following days.its almost 6days why untill now nothing even email.pls i am asking help to get my full money refund 78, 000+ pesos which i need it badly.thank you

Dear Sir,
Booking reference No. FNDYHS.
I wish to make a formal complaint regarding your customer service and supplying information to passengers, when booking flights with your agency.
I booked a flight from Cairo to Birmingham international return,
Flight No. KL2285KLM, I asked about having an Egyptian passport and would i need a visa to Paris, I was told NO.
When arriving at Cairo airport to check in for the above flight, i was told I was unable to travel due to the flight stopping at two European destinations before arriving at Birmingham airport, I would also like to point out that a further 2 other passengers were also declined from the flight due to the same reason having been giving the same information I had received. when speaking to your agency after several attempts, I was given the sharp response of ( sorry cannot refund or put you on another flight ).
I found this attitude of your agents disgraceful, and it would appear reading the reviews on your Web-page I am not the only one.
I am seeking full compensation with a full refund for this flight.
I will expect a replay to this complaint within 7 days.
Thank you
Walid Talaat Elashramk

I bought a ticket from Travelgenio months ago and my flight was delayed. The airline company emailed me saying that I can get the refund from my agency. I emailed them about the issue they said they will make the refund in a few weeks. It's been more than a month and refund is not made. I have been emailing them for more than 3 weeks and they totally ignore my emails. I so regret that I made the purchase from this agency for a few bucks cheaper price. Never again!

There was a charge of $101.78 to the U of I credit union card of David Seyler for a ticket for Noah Adamson on the dates of 11/22 (transaction date) and 11/23 (post date). We tried to purchase this tickets over a week prior and the website said this transaction did not go through so we paid for a different ticket on another website. The card account did not show any transaction for over a week until the 23rd, which was the date of traveling. Another transaction was done on the Capital One card of David Seyler for a ticket for Noah Adamson. This transaction was on 11/26 (the day of return) for $89.59. When we tried to check in with this ticket it said the ticket did not exist so we were forced to buy another ticket for nearly twice the price ($165.74). We are disputing these two charges and would like to have credit for the additional charges we were forced to pay.

This lady was very rude and couldn't even answer a simple question as how long does the refun process take! I booked flights to Auckland from Brisbane and payment came out of my account only to get a email 4hours later saying they couldn't confirm our ticket so we have to pay more for our flight! Which I was not happy about because when I went back to the website the airfare had dropped from $219 to $217 and said there were still 9seats remaining? But yet travelgenio advises they couldn't get me flights that they had taken money out of my account for, so I asked Luz if there's an issue why is the price dropping but yet there is nothing on website ect advising that there is an issue because customers should be aware before purchasing tickets and it would also save them time from doing so many refunds but she got very defensive told me they didn't take my money? But then why is it out of my account with your company's name all over it? and then she said "okay that's enough! We are giving you money back okay" I asked for her manager or supervisor or someone higher then her and she said "no ones here, have a good night" and then hung up the phone! By this time I was very angry! All she need to do was to advise me that they will do something about the glitch or atleast let their customers know about what's going on. I am very upset and angry at the way this lady handle the call she was very very rude and was not confident in what she was tell me which made me feel more unsettled. Please fix or atleast let customers know about what happening and remind luz that shes the face of the company she needs to listen to the customer thats why its called customer service cause her attitude was not very nice! Will not be using travelgenio every again

Passenger Information

Neda Moasser
Booking Code T53 EIJ

My return flight from Amsterdam to Switzerland was cancelled, I was rebooked by the Airline 3 times - the flights were all cancelled.

When trying to organise a 4th one I was informed Transport would not be possible until the 13th - which was too late - I could organise alternative Transport BUT a refund for my return flight would need to be processed on line.

When I tried to do this it was not possible. I have spent many HOURS on the phone being sent backwards and Forwards from Airline to travelgenio. All calls I will also be billed for!

I have been informed by the airlines, KLM and SWISS that Travelgenio - as the travel Agent - is responsible for administering my refund.

Please proceed to do so ASAP. I am very frustrated with the poor levels of customer Service. I have had to waste much of time on hold and honestly I AM SICK OF IT. Please help to bring the responsible People to Action.

Hi,
t took me lots of time and means to find the contact email for enquiries. Your webpage didn't allow me to check on customer service.

I just booked my ticket last night.
The final money I paid was different from the money I was suggested on the website at first. I learned the service was charged after I finished my payment. I think the service fee must have been indicated before the payment was made. I even went back where the money around $50 came from but couldn't find and I just proceeded to the payment thinking it must be something about tax.
Also, I didn't put any of my passport information. Although I have eticket with me now, I am slightly worried of its validity without my passport's information.

Hi,
I received a credit card bill for a charge on my credit card for a service I did not use. On the 29th of October last travelgenio took 15 euro out of my credit card. I did not use your service therefore this is theft. Should I not be refunded within 28 days I will be making a formal complaint. Please refund my account now.

Aine MC Mahon
Coolkeragh
Listowel
Kerry

Incident Date: 11Nov'17
Client No:[protected]
Yesterday evening around 4.18PM IST, an amount of Rs 11749 has been debited from my debit card through Travelgenio site, Madrid and for the same I got the message in my registered mobile number. But during all my transactions I used to get OTP in my registered mobile number but for this I have not received any OTP but amount of Rs 11749 has been debited. I checked my mini statement as well. But the transaction has not been done by us.

So we want to understand how this transaction happened along with the details of the user since the incident happened through Travelgenio website.

Hope we will get positive response and support us.

Resolution:
Provide the complete transaction details of this.