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Omio

Omio

www.omio.com
Claimed company
What is your customer experience with Omio?

Omio Overview

The aggregated data is based on reviews and questionnaires provided by PissedConsumer.com users.

  • Omio has 2.9 star rating based on 164 customer reviews. Consumers are mostly neutral.

  • 42% of users would likely recommend Omio to a friend or colleague.

  • Rating Distribution
  • Pros: Cheap tickets, Easy to book tickets, Issue train tickets efficiently.
    Cons: All, Impossible to change tickets, No customer service.

View full overview ›

Media from reviews

Omio - Did an alternative with filxbus so they us me but the tickets, but the tickets...
Omio - Please I need a copy of my tickets 116783****53, Baba musah the copy is 355.71Omio - 3 weeks wasted and yet no refundOmio - 3 weeks wasted and yet no refund - Image 2Omio - 3 weeks wasted and yet no refund - Image 3Omio - 3 weeks wasted and yet no refund - Image 4Omio - 3 weeks wasted and yet no refund - Image 5
View all media ›

Top Omio Reviews

Positive Review

"I need help with my seating Idk"

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I would like to have my seat changed to a window. When I made the reservation, it would let me do it, and the app gave me the seats. User's recommendation:...

Critical Review

"Terrible service"

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Incompetent, misleading and impossible to deal with. Their "support" is just empty apologies. Weeks of emails, no solution, out of pocket $400+. Avoid. User's...

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Company responded
Lola H Fza

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Philadelphia, Pennsylvania

Iryo policy of minors

I bought tickets for minors 14 and 15 years old ( Madrid to BCN) with Iryo. They couldn't travel.

Iryo mentioned that need to travel with adult and my money wasted.

Want my money back, they put as responsable to Omio. Please attend to this reclamation.

Reservations numbers: B6XM71 and 4FLDE4

View full review
1 comment
Omio T Jrk
Response

We’ve reviewed your bookings, and we can confirm that adult tickets were selected at the time of purchase. This means the system did not recognise the passengers as minors during the booking process.

Iryo’s policy requires that minors under 18 travel accompanied by an adult, and as this condition was not met, the passengers were unable to board.

However, since the tickets were issued correctly based on the information provided during booking, and the journey did not take place as a result of age policy enforcement, we are unable to issue a refund. We understand this is disappointing, but we recommend reviewing the carrier’s travel conditions carefully when booking for minors in the future.

Company responded
Khadeja Bem

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

3 weeks wasted and yet no refund

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Omio - 3 weeks wasted and yet no refund
Omio - 3 weeks wasted and yet no refund - Image 2
Omio - 3 weeks wasted and yet no refund - Image 3
Omio - 3 weeks wasted and yet no refund - Image 4
Omio - 3 weeks wasted and yet no refund - Image 5

I booked an air ticket and a train ticket via omio and due to change of plans I had to cancel it within a few days of booking. I paid 604 euros for the air ticket and theyve just old me ill only be refunded 209 euros???

Despite the ticket being advertised as fully refundable.

The airline rules say they will charge 70 euro per person (so 140 in my case) yet it doesnt justify 394 euro in cancellation charges?? Also in all this fiasco they fail to cancel my ticket so currently Im down 900 euros.

View full review
Loss:
$900
Cons:
  • Hidden charges and reluctant to refund
  • Terrible customer service

Preferred solution: Full refund

User's recommendation: Terrible customer service and way too many hidden charges. Do not make the mistake of booking with OMIO!

1 comment
Omio T Jrk
Response

Hello, Thank you for your feedback. After reviewing the case in our system, we can see that a full refund has been processed for your booking. If you need any further assistance, please don’t hesitate to contact us—we’ll be happy to help.

Company responded
Baba M Tdj

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Essen, North Rhine-Westphalia

Please I need a copy of my tickets 116783****53, Baba musah the copy is 355.71

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Omio - Please I need a copy of my tickets 116783****53, Baba musah the copy is 355.71

This is my booking number 116783****53 did an alternative with filxbus so they us me but the tickets, but the tickets that I have is 312,00, instead of 355.71is 312.00 , please can you help me have evidence of when I bought the tickets 355.71 and I will try and send you what I have is what IMO gave me as received tickets, please can you help me have the tickets so that I can have my refund back from Filxbus, thank you.

This is my number +49 1521****701

This is my email address Musahbabs76@***.com

View full review
1 comment
Omio T Jrk
Response

Hi, We’re happy to see that an agent has already taken care of your request. If you need anything else, feel free to reach out—we’re here to help! Kind regards, The Omio Team

Company responded
Baba M Tdj

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Essen, North Rhine-Westphalia

Did an alternative with filxbus so they us me but the tickets, but the tickets that I have is 312,00, instead of 355.71is 312.00 , please can you help me have evidence of when I bought the tickets 355

Omio - Did an alternative with filxbus so they us me but the tickets, but the tickets...

Did an alternative with FlixBus, so they sent me the tickets, but the tickets that I have is 312.00, instead of 355.71. Please, can you help me?

I have evidence of when I bought the tickets for 355.71, and I will try and send you what I have, which is what IMO gave me as received tickets.

Please, can you help me have the tickets so that I can have my refund back from FlixBus? Thank you.

This is my mail: musababs76@***.com

My phone number: +49 1521****701

View full review
1 comment
Omio T Jrk
Response

Hi, We’re happy to see that an agent has already taken care of your request. If you need anything else, feel free to reach out—we’re here to help! Kind regards, The Omio Team

Resolved
Kimberly D Avb

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Resolved: I need help with my seating Idk

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Omio - I need help with my seating Idk
Updated by user May 16, 2025

Company fixed the issue and I have been provided with apology.

Original review Apr 30, 2025

I would like to have my seat changed to a window. When I made the reservation, it would let me do it, and the app gave me the seats.

View full review

Preferred solution: Trying to get my seat change for a to a window seat please on both trains rides

User's recommendation: Change seats to a window when please on both train

Company responded
Natalie C Din

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Lisbon, Continental Portugal

Couldn't book pet ticket & couldn't get credit or refund

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Updated by user Jun 28, 2025

Customer service is non-existent. Just because the app seems nice, don't think that if something goes wrong that you will be able to get any resolution from anyone.

It's just AI bots doing the work, and it will ultimately be frustrating in the extreme. Instead, go directly to the train company site or app and buy the tickets directly.

Original review Jun 26, 2025
There is zero zilch nada customer service with Omio if something comes up. I will NEVER book with them again for this reason.

I couldn't book my dog's ticket through OMIO, so it said to go to the ticket counter to buy the dog's ticket. So I arrived an hour before the train to purchase the dog's ticket separately. Turns out he needed paperwork I didn't have with me - Omio didn't tell me I would need that and so talking with the train company about the situation and trying to figure out a solution took me until 13 minutes before the departure, and so too late to cancel. I tried to reach out to Omio about the situation and just got a bot who got stuck in recursive, unhelpful loops.

The train company (Comboios de Portugal) said if I had booked directly through them, they would have rescheduled me free on a later train, but because I booked with Omio I'd have to take it up with Omio. Well, there's no such thing as taking it up with Omio because there are only bots. There are no humans there. Horrible service.

(The app is good, and everything that's automated there works fine. But God forbid you need assistance.)
View full review
Loss:
$61
Pros:
  • App works great and easy to use
Cons:
  • Customer service is not contactable
  • Customer service seems to be totally non-existent

Preferred solution: Full refund

User's recommendation: Book through the company directly. Avoid Omio

1 comment
Omio T Jrk
Response

Thank you for sharing your experience. We’re truly sorry this caused so much stress on your trip.

While Omio does provide information about travelling with pets, including links to Comboios de Portugal’s pet policies, it’s ultimately the traveller’s responsibility to check the carrier’s specific requirements, such as documentation. We understand how frustrating the situation was and appreciate your feedback about the chatbot; we’ll share it with our team as we work to improve support options.

Company responded
Demarie Tqk
map-marker Brighton, Victoria County

Terrible service

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Incompetent, misleading and impossible to deal with. Their "support" is just empty apologies.

Weeks of emails, no solution, out of pocket $400+. Avoid.

View full review

User's recommendation: Book with Euro star direct

1 comment
Omio T Jrk
Response

Hello, Thank you for your feedback. We want to assure you that we’ve done our utmost to assist with your request.

However, as a third-party agent, we are bound by the policies set by Eurostar. Unfortunately, Eurostar does not permit changes to the itinerary, and we are unable to overrule the conditions set by the train company. However, we would like to explain to you why we can not provide the refund directly.

We, as booking platform, function as a bridge between the customer and the travel company, in this case Eurostar, and therefore once a purchase is completed the amount paid for the tickets is sent automatically to the travel company so that we can receive the tickets for you. We apologize for any inconvenience caused and remain available should you require any further clarification.

Company responded
Aziza K Gos

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Refund

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Omio - Refund

Yesterday, I booked a ticket from Vienna to Milan (7:00-8:25). When I paid, the app said that it was not successful, although I was already charged for this payment.

I have evidence for it from my bank. Can you please solve this problem and issue a refund?

View full review
Loss:
$39

Preferred solution: Full refund

1 comment
Omio T Jrk
Response

Hello there, Thank you for your review We are sorry to hear about the issues with your booking. According to our system, there were connectivity issues with the travel company at the moment of your booking attempt, and therefore no ticket was created for the route Milano to Vienna.

When using a credit or debit card as the payment method, the payment is automatically voided from our side when the booking fails. It can take between 3-5 days for the funds to be released back to you, excluding your bank’s processing time. You do not need to contact your bank for this to occur, as it is an automatic process. We sincerely apologise for any inconvenience caused, and suggest that you try to book again a little later on our site or directly with the travel company.

Please let us know if you have any further questions, we would be happy to help! Kind regards, The Omio Team

Company responded
Rejean A

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Seats reservation not honored

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I'm so upset.

I had reserved seats, 2 passengers, on a trip from Malaga to Ronda, Spain, on May 12th 2025.

Reference number 1fma0gd

Deck 1, seats 01 and 02.

When we boarded the bus, we were denied these seats and sent to other seats! Not even together!

The bus driver referred to the reservation confirmation which indicated 'Automa'!!!

Didn't even want to look at my tickets which had the seats numbers!

I want my money back.

This is totally wrong.

A VERY DISAPPOINTED CUSTOMER!

View full review
Loss:
$34
Cons:
  • See my comments

Preferred solution: Full refund

User's recommendation: Try to reserve directly with the bus or train company

1 comment
Omio T Jrk
Response

Hello, Thank you for your feedback. We’re very sorry to hear about the experience you had with your seat reservation on the bus, and we totally understand the frustration this can cause.

After reviewing our system, we found no record of our customer support team being contacted regarding this issue. We would like to clarify that the PDF tickets indicate "Automa," which means that the seats were assigned automatically and no specific seat numbers were allocated.

These conditions are set by the travel company, and as a third-party agent, we are unfortunately unable to override the policies established by the bus operator. If you need any further assistance, please don’t hesitate to reach out—we’re here to help.

Company responded
IK Odr

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Hamburg, Hamburg

Resolved: Train cancelation

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Updated by user Apr 10, 2025

Company fixed the issue and I have been provided with apology. I have got refund from Omio on train tickets , your service also much helped, thank you

Updated by user Mar 27, 2025

booking number 322484****

Updated by user Mar 26, 2025

Yet Omio just ignores the fact of bad service and tries to close the issue without refund ))

Original review Mar 26, 2025

I have bought tickets through Omio on FlixTrain from Hamburg to Berlin, but train did not come to departurr station. Flixtrain refused to give compensation, Omio also did not make refund. Bad service

View full review
Loss:
$50
Pros:
  • Omio said contact to flixtrain
Cons:
  • But it is responsibility of omio

Preferred solution: Full refund

User's recommendation: Better not to buy tickets in Omio, get tickets directly

1 comment
Omio T Jrk
Response

We're sorry to hear about your experience. We were unable to locate a booking under the email address provided.

Could you please update your review with your booking reference? This will allow us to investigate the issue further and assist you accordingly.

Company responded
Latice Fxn

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
|

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

No customer service

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Omio - No customer service
Contains 1 confidential file for company representatives
Updated by user Nov 16, 2024

No response from the company

Original review Nov 10, 2024

Booked train tickets from Seville to Valencia in Spain on 11/6/2024. Due to the flooding in Valencia, the Spanish train company Renfe cancelled all trains to/from Valencia and stated that the tickets would be refunded by the agency.

Omio just ignored the fact (global news of flooding) and had no response to our several emails. We only requested a refund from Madrid to Valencia (2 bookings).

View full review

Preferred solution: Full refund

User's recommendation: Easy to buy tickets, but not easy to communicate with customers service

1 comment
Omio T Jrk
Response

Hi Latice, Thank you for your review. We are so sorry to hear your train was cancelled.

An agent will contact you and will give you more information about your refund! Kind regards, The Omio Team

Company responded
Lucinda R Eqm

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
|

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Berlin, Berlin

Terrible customer service experience

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Contains 1 confidential file for company representatives

I had a terrible customer service experience with Omio. I booked a ticket and then tried to cancel it within the 2 hour window allowed by the ticket conditions, but Omio's A.I.

powered chatbot, which I contacted to try to request a cancellation, kept telling me that it had an error and couldn't lodge my request. Their app and website just had a message saying that they plan to build the capability to cancel a ticket sometime in the future, so it was useless in my attempt to cancel. They don't post their customer service phone number anywhere on their website, so you can't figure out how to call them.

I lodged a request using their webform and only heard back from them 4 business days later, with them refusing to cancel my ticket or issue a refund because they couldn't find a record of my request within the 2 hour window -- a problem caused because their system couldn't log my request. I will never book with Omio again

View full review
Loss:
$130
Pros:
  • Easy to understand website booking
Cons:
  • Customer service is not contactable

Preferred solution: Full refund

User's recommendation: Do not book with Omio if you want customer service

1 comment
Omio T Jrk
Response

Hi Lucinda, Thank you for your review. We are currently looking into your issue, and an agent will contact you privately. Kind regards, The Omio Team

Company responded
Tat T

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
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This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Resolved: Bus ticket cancellation - app is not working and no customer service!!!

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Contains 2 confidential files for company representatives
Updated by user Aug 28, 2024

Company fixed the issue and I have been provided with apology. Omio finally responded and issued me the refund for the unused ticket.

Original review Aug 15, 2024
I need to cancel my return bus ticket from Minsk to Vilnius for Aug 20, booking # aef6c569-87fa-4034-88be-89cb5bf8156e, as I need to leave a day earlier (already bought another ticket). The cancellation function through Omio app and the website keeps bringing an error message "something went wrong".

Between Aug 6 and 8, I sent several customer service requests for support, received standard automated replies and no clear status on the cancellation and the refund. The ticket policy states that it can be exchanged or refunded subject to a fee of 30% of the ticket price up to 24 hours before departure, therefore I'm entitled for a refund of 70% of the ticket price. I have followed up on Aug 14, no response. There is also no phone number to call.

I attempted to call the transit company Ecolines to cancel the ticket and issue refund but was advised that it must be done through Omio. Would appreciate if Omio responds promptly and issues refund accordingly.
View full review
Loss:
$44
Pros:
  • Convenient to purchase bus tickets
Cons:
  • No customer service

Preferred solution: Full refund

User's recommendation: Avoid Omio, there is no customer support at all, impossible to reach anyone for ticket changes or cancellation.

1 comment
Omio T Jrk
Response

Hi there. Thank you for your patience, and we sincerely apologise for the delay in responding to your request.

Due to high contact rates, our response times have been longer than usual, and we deeply regret any inconvenience this has caused. We have since addressed your concern, and your booking has been successfully cancelled. We understand how frustrating this experience has been, and we're working hard to improve our response times.

Thank you for bringing this to our attention, and we appreciate your understanding. Kind regards, The Omio Team

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Rejean A

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Seats reservation not honored

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I'm so upset.

I had reserved seats, 2 passengers, on a trip from Malaga to Ronda, Spain, on May 12th, 2025.

Reference number xxxxxsxx

Deck 1, seats 01 and 02.

When we boarded the bus, we were denied these seats and sent to other seats! Not even together!

The bus driver referred to the reservation confirmation which indicated 'Automa'!

Didn't even want to look at my tickets which had the seat numbers!

I want my money back.

This is totally wrong.

A very disappointed customer.

View full review
Loss:
$34
Cons:
  • See my complain

Preferred solution: Full refund

User's recommendation: Book directly with the company when possible.

Barbara O Sih

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Zwrot za anulowany bilet

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Wykupilam bilet na prom wersja flexi. Chcialam go anulowac, ale na Waszej stronie jest to niemozliwe.

Anuliwalam wiec na stronie stena line.

Nr mojej rezerwacji 9618****.

Jesli nie otrzymam zwrot moich pieniedzy w ciagu kilku dni, bede zmuszona poprosic o pomoc inne kompetente instancje. Poza tym poinformuje wszelkie media i moich znajomych o Waszych nieuczciwych procederach.

Barbara Ormseth

View full review
Pros:
  • Det er en lureri

Preferred solution: Full refund

User's recommendation: Hold deg unna langt mulig!!!

Company responded
Maaya Y

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
|

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Resolved: Where is my money going?

Contains 1 confidential file for company representatives
Updated by user Aug 27, 2024

Company fixed the issue and I have been provided with apology.

Original review Aug 12, 2024
I have never received a response or my refunds from Omio. Approximately 10 days ago, I found out that there was a message saying 'something went wrong' on my Omio app when I tried to cancel my bookings, which were reportedly refundable.

I reported my situation and requested Omio to manually cancel my booking through the customer service page, but all I received was an 'automated response'. They clearly did not read my message. What's worse, they have been sending the same “automated response” continuously. Eventually, I gave up trying to contact Omio and reached out to the bus company directly.

They kindly cancelled my booking with a refund and said they had sent my refund to Omio. So, I shared these details with Omio and told them that I want my refund, but they sent the same 'automated response' again. What?! The ticket cancellation fee is growing by the day.

Where is my money and how much have I lost?

All of it? I am completely disappointed.
View full review
Loss:
$19

Preferred solution: Apology

2 comments
Omio T Jrk
Response

Hi Maaya, thank you for your updated comment. We are happy to inform you, as already mentioned by my colleague yesterday, that a refund of 2835.00 JPY for your booking 8502754 was issued on 12 August 2024.

Please note that it can take up to 15 days from the issue date for the refund to show in your account. The voucher applied to this booking is not refundable as per Omio voucher policies. You will find the cancelation conditions of the carrier.

Please let us know if there is anything else I can help you with. Kind regards, The Omio Team

Omio T Jrk
Response

Hi Maaya, thank you for your comment an agent from our helpful customer service will answer to your email with in today. Sorry for the late reply and we hope we will be able to support you as soon as possible. Kind regards, The Omio Team

View more comments (1)

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