Omio
Omio Overview
The aggregated data is based on reviews and questionnaires provided by PissedConsumer.com users.
Omio has 3.1 star rating based on 176 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.
The aggregated data is based on reviews and questionnaires provided by PissedConsumer.com users.
Omio has 3.1 star rating based on 176 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.48% of users think that Omio should improve its Customer Service.
48% of users say that they might use Omio in the future for similar services or products if the company resolves their current issue.Recent recommendations regarding this business are as follows: "NEVER USE OMIO BOOK DIRECTLY BY THE TRAIN COMPANY", "Hire some MUSCLE MEN to visit that OMIO Company! I am 73yo and Disabled, or I WOULD PERSONALLY!", "Do Not Use.", "Caution! Omio", "This is not transparent. It feels like a trap, not a customer-first policy.".
Most users ask Omio for the refund as a solution to their issues.
Consumers are not pleased with Exchange, Refund and Cancellation Policy and Discounts and Special Offers. The price level of this organization is high according to consumer reviews.
Media from reviews
Top Omio Reviews
"I need help with my seating Idk"
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:...
"OMIO BAD BAD BAD BAD"
Booking 2K25F7 13 September Logroño to Bilbao. There was no train but instead a bus. No information from OMIO, nothing. I booked first class and paid for seat...
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
OMIO BAD BAD BAD BAD
NEGATIVE ONLY *** BY THE CHAT
No information from OMIO, nothing. I booked first class and paid for seat selection by OMIO. I asked for compensation, but OMIO refused, telling me I had to complete the RENFE form to complain. Legally, I don't have a contract with RENFE, but with OMIO.
OMIO had to compensate me, and afterwards they can ask for payback from RENFE.
OMIO knows well that they are responsible, but they refuse any compensation or help. I want to make a complaint to the railway control office because OMIO is a liar and a cheating firm.
- All
Preferred solution: Full refund
User's recommendation: NEVER USE OMIO BOOK DIRECTLY BY THE TRAIN COMPANY
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 ReviewerFully Refundable” Fare — Be Careful
Stop shifting responsibility to ÖBB — I did not buy this ticket from ÖBB, I bought it from Omio, under Omio’s branding and refund promises.As a customer, I already reviewed all terms presented on your website before making the payment. There were no warnings about losing refund rights if I downloaded the ticket.
If such a rule applies, it’s your duty to show it before payment, not bury it in a confirmation email after you’ve taken my money.Don’t tell customers to "read the confirmation email" — by then the transaction is already complete. That’s not how honest business works.If the download triggers a non-refundable status, then you have simple solutions:Delay ticket delivery until refunds are no longer possible.Add a bold warning before download: “By downloading, you waive your refund rights.”Other companies do this. Wizz Air, for example, doesn’t give boarding passes until 24 hours before departure. That protects both sides.But Omio?
You send tickets right away, no warnings, and then use that against customers. That’s not convenience — that’s a trap.You sell something under one label (“fully refundable”), and only after payment reveal the hidden strings.
That’s misleading and unethical.My advice to all travelers:Use Omio to search for routes — the UI is great. But do NOT buy tickets there.Once you find the trip you want, check the carrier name (ÖBB, DB, Trenitalia, etc.) and book directly from them.You’ll save money and avoid refund nightmares like this one.
My advice to all travelers:Use Omio to search for routes — the UI is great. But do NOT buy tickets there.Once you find the trip you want, check the carrier name (ÖBB, DB, Trenitalia, etc.) and book directly from them.You’ll save money and avoid refund nightmares like this one.
I was shocked to be told that the tickets were non-refundable because they had been downloaded.
This was never shown during checkout or before payment. The condition was buried in the confirmation email after I had already paid. When I asked for proof that this was presented before payment, no evidence was given. I was denied access to a manager or legal representative and told all other agents would say the same.
Here are the details:
Rome Munich (Aug 18, 2025) | Booking #: 078498****824487
Munich Venice (Aug 23, 2025) | Booking #: 013100****709858
Their system claims downloading voids the refund but that makes no sense.
Why would downloading a file count as "non-refundable," especially if the trip is canceled and the ticket is no longer usable? I live outside the EU and will not even be in Europe on the departure date. How could I possibly use this ticket?
If Omio is concerned about fraudulent cancellations, they could easily solve this without punishing honest travelers. For example, they could delay sending tickets and instead email a message like:
Thanks for your purchase!
Your tickets will be sent 24 hours before departure.
You may cancel at any time up to [cancellation deadline].
This would work for both customers and the company.
Instead, they sent the tickets immediately, I downloaded them as part of my travel prep and that became the reason for denying the refund.
This is not transparent. It feels like a trap, not a customer-first policy.
- I see only cons only
- No ticket usage possible but refund still denied
- System prioritizes restriction over fairness
Preferred solution: Full refund
User's recommendation: This is not transparent. It feels like a trap, not a customer-first policy.
Hi Narek, Thank you for your detailed message, we understand your disappointment and appreciate the opportunity to clarify our position. While we understand your expectation of flexibility, we must respectfully point out that it is the customer’s responsibility to carefully review all information provided in the confirmation email, which clearly stated that once ÖBB tickets are downloaded, they become non-refundable.
This condition is also publicly outlined on the official ÖBB website, as it is a rule directly set by the carrier, not Omio. In fact, ÖBB itself recommends downloading tickets only a few days before travel, precisely because plans may change and downloaded tickets cannot be canceled or refunded under their policy. In your case, the ticket was downloaded well in advance, and that action unfortunately triggered the non-refundable status. We acknowledge that this specific condition is not reiterated during the checkout process on our platform.
However, since the ticket type you selected was indeed a flexible fare, it was refundable up until the moment it was downloaded. This means that Omio did not sell a non-refundable ticket, it became non-refundable only after the download, in accordance with ÖBB's fare rules. As a booking platform, Omio must apply the carrier’s terms exactly as provided, and we are not permitted to override or alter these policies. That said, your feedback is valuable and will be passed along to the relevant teams to explore ways to improve clarity earlier in the booking journey.
We regret that we are unable to offer a refund in this case, but we thank you again for taking the time to raise your concerns. Kind regards, The Omio Team
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 Reviewer2nd time incorrect name on flight ticket
If things go wrong with Omio, there is ZERO SUPPORT! Only AI bots sending you around in circles.
No one answers emails and no one answers the phone. It's the 2nd time I've received my flight details through OMIO APP with my name incorrectly printed on my ticket even though my profile details are 100% correct.
I cannot get a single person to contact me directly and help me problem solve! It's cost me 2 flights already!
I have deleted the added passenger several times and it keeps coming back. I missed a flight because of this as the airline (Vueling) wanted to charge 650, and that was 4 times the price of my ticket! So Omio caused me a financial loss, never mind the additional fees I had to pay for extra travel. I deleted the extra passenger, and it's done it again!
I have just booked a ticket to Berlin, and my ticket has the wrong name on it again! Is this a technical error? Or is it a scam? Is Omio going to take responsibility for this?
I need to speak to a human being and not AI on this matter, and I have just been going around in circles. I have tried everything to have someone help me. It's costing me money I cannot afford to lose, and it's ruining my travel plans!
Ryanair now wants to charge me 115 just to fix this error, even though it states on their website that I have 48 hours to make a free name change, and I tried to fix the problem within an hour. Any suggestions for this issue?
- Theres a bug that has caused incorrect name on flight details
Preferred solution: Full refund
User's recommendation: Be very careful booking flights with Omio
Hi Monique, we are very sorry to hear you are having problems with our services. we strongly recommend that you use the following: If you would like to cancel your booking, you can do so according to the fare conditions, here: https://www.omio.com/ui/your-bookings If you would like to change your booking, and are travelling with UK Rail, National Express, SNCF, Italo, Trenitalia, Renfe, Iryo, or Movelia, you can do so according to the fare conditions, here: https://www.omio.com/ui/your-bookings Please note that if your departure is in less than 72 hours, we kindly advise that you contact us via phone. You can find our phone numbers in our contact form: https://www.omio.com/support/ Thank you, The Omio Team
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 Reviewer3 weeks wasted and yet no refund
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.
- Terrible customer service
- Hidden charges and reluctant to refund
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!
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.
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 ReviewerPlease 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
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
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 |
Stuttgart, Baden-Württemberg
Catastrophic Experience – Avoid Unless You Enjoy Stress & Extra Costs** My experience with OMIO was a nightmare from start to finish:
Don’t use Omio they double charged me and never returned the original charge
2. **Incorrect tickets issued**: Despite paying, the tickets arrived with **completely wrong dates and times**.
3. **AI 'support' *** Their chatbot wasted **5 hours of my time**, looping the same scripted replies before *finally* escalating to email support.
4. **Costly rebooking & zero accountability**: By the time support replied, my original bus was full. I was forced to: - Pay **$79 extra** for a new booking. - Book a hotel + taxi for the rescheduled trip. - Support refused to compensate or escalate, stating, *'There's nothing I can do.'*
**The result?**
I lost money, time, and trust. OMIO's system failures became *my* emergency. Their support is non-existent, and they take **zero responsibility** for errors that cost customers dearly.
- Website seemed easy
- Website glitching
- Poor support
- Added charges no real customer service
Preferred solution: Price reduction
User's recommendation: Specific Areas for Improvement:** 1. **Payment System Stability** *"Fix your payment gateway crashes immediately. Customers shouldn’t lose bookings (or doubt transaction success) due to technical failures. Implement real-time payment confirmation emails/texts."* 2. **Ticket Verification Process** *"Add automated date/time validation before issuing tickets. Sending incorrect itineraries creates costly domino effects for travelers. Double-check bookings against user inputs."* 3. **AI Support Overhaul** *"Scrap the current chatbot if it only loops scripted replies. Integrate these fixes instead: - **Live escalation:** Let users request a human agent within 3 chatbot replies. - **Status tracking:** Provide real-time updates on support ticket progress. - **Urgency tiers:** Prioritize cases involving wrong bookings/payment errors."* 4. **Empower Human Support** *"Train agents to SOLVE problems, not deflect them. They need: - Authority to refund/rebook without "higher approval." - Access to compensation funds for costs incurred by OMIO errors (e.g., my $79 rebooking + hotel fees). - Direct paths to escalate unresolved issues within 24 hours."* 5. **Error Accountability** *"Create a clear policy: When OMIO’s mistake costs customers time/money (e.g., wrong tickets, site crashes), you cover ALL related expenses—not just ticket reissues."*
Hi there, We're truly sorry for the frustration and inconvenience you experienced.. We’ve reviewed the case and, according to our system logs, the travel dates selected during the booking process matched the ones shown on the final ticket.
Before confirming payment, there is always a review step to double-check all details—however, we understand that if the website experienced a crash mid-payment, this may have caused confusion and concern. We’re also very sorry to hear about the difficulties with our chatbot and the delay in reaching human support. We know how valuable your time is, and it’s unacceptable for you to have felt unsupported during such a critical moment.
Your feedback on this is being shared with the team to help improve both response times and escalation paths. Kind regards, The Omio Team
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 |
Rankin, Texas
5 Charges on my Credit Card, Never HEARD of OMIO!
My Credit Card Bank sent me the Payments Tracking, 6 Fraudulent Charges were Credited to OMIO Travel Accounts. They were Fraudulent and they were FROM/TO YOUR COMPANY "OMIO Travel"!
I have today sent all the Bank Record (Credit Card Info) to the US Justice Department International Fraud Office, as well all of the Information was forwarded to President Trump's Oval Office Secretary.
When I looked up to find out just who Omio Travel was, I found that seven travel sites like 'Global Travel,' 'Tripadvisor,' etc., warned of issues with Omio! I have no plans to travel to Europe or anywhere over there.
And yet someone tried to hit my credit card six times in one day from this 'Omio' company! I have sent the information and evidence to the US Justice Department and to President Trump's Oval Office!
- Tried to steal 800 dollars from my credit cards on 6 charges
Preferred solution: Full refund
User's recommendation: Hire some MUSCLE MEN to visit that OMIO Company! I am 73yo and Disabled, or I WOULD PERSONALLY!
Hi Arthur, We’re very sorry to hear that you’ve noticed six suspected charges from Omio. We’ve checked your email address and name in our system, but unfortunately, we were not able to locate any bookings linked to them.
This could indicate that your card details may have been used fraudulently. We strongly advise you to contact your bank immediately and block all associated cards, as this may be a case of unauthorized use.
Please don’t hesitate to reach out if you receive any further information or need our support. Best regards, The Omio Team
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 ReviewerWhy am I not being fully reimbursed for a canceled trip?
I consider what happened to me basically theft. I used Omio to buy a ticket for train travel in Italy because I was having problems with the Trenitalia website.
I added the Omnio Flex plan, advertised as "Cancel at any time before departure/Get 100% of ticket price back/Cancel for any reason--no questions." Only when you cancel, as I had to, do you learn that the "flex fee" itself is not refundable--and was almost the same as what I would have risked by buying a ticket with no plan (and having to forfeit a 20% cancellation fee ). The Omio service fee is also not refundable.
Promising a refund of "100% of ticket price" is the sneakiest kind off misrepresentation, bordering on fraud. My subsequent, extended correspondence with Omio's "Jennifer" was so idiotic that it would have been comical if it hadn't taken up so much of my time.
User's recommendation: Do Not Use.
Hi there, We’re sorry to hear about your frustration and appreciate you taking the time to share your feedback. We’d like to clarify that the Omio Flex plan always clearly states that the Flex fee itself is non-refundable, as are Omio’s service fees.
This is communicated both during the booking process and in the confirmation email.
If you'd like us to take another look at your case, we’d be happy to help, just reach out at https://help.omio.com/hc/en-us . The Omio Team
Replying to
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 ReviewerDid 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
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
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
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 |
Valencia, Community Of Valencia
Omio refund reservation KDSDX5U and L9V8N8F
Hi,
I'm reaching out to request support with the refund of two reservations: KDSDX5U and L9V8N8F. I printed the tickets well in advance of the travel time, and unfortunately, I was unable to use reservation KDSDX5U today and will not be able to use L9V8N8F next Wednesday.
While I now understand the 2-hour ticket printing policy, I did not receive any warning or notification that printing tickets too early would invalidate the reservations. This has caused confusion, as I don't see the purpose of making a reservation if I still need to queue at a ticket machine and print the tickets within such a narrow time window.
Please assist me with processing the refund for both reservations. Let me know what information you need from my side to proceed.
I tried contacting through email and chat bot but could not progress to present my case.
Thank you in advance,
Preferred solution: Full refund
Hi Liviu, Thank you for your message. An agent from our customer service will contact you in the next few minutes. Kind regards, The Omio Team
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 ReviewerThe website was having technical difficulties, and the phone or support that it was having technical difficulties
While I was booking my bus, once I put in my credit card number the webpage refreshed. I was brought back to the same page to pay, and when I did, the tickets that they sent me were for the wrong times I interacted with the AI support for about two hours and finally I got the website of the bus company.
Where I could change my date and time and then it was too late in the bus was full. When I got my new ticket he charged me another $80 and I also had to reschedule for the next day which meant I had to get a hotel room for the night and pay for a taxi.
I had insurance on the trip at the exchange with the support person in with him telling me that there was nothing he could do!!! I am very disappointed in your service.
User's recommendation: have a support system that helps the customer, and response quickly. If I had had a quick response, this would’ve been taken care of. I will share this experience.
Hi there, We're truly sorry for the frustration and inconvenience you experienced.. We’ve reviewed the case and, according to our system logs, the travel dates selected during the booking process matched the ones shown on the final ticket.
Before confirming payment, there is always a review step to double-check all details—however, we understand that if the website experienced a crash mid-payment, this may have caused confusion and concern. We’re also very sorry to hear about the difficulties with our chatbot and the delay in reaching human support. We know how valuable your time is, and it’s unacceptable for you to have felt unsupported during such a critical moment.
Your feedback on this is being shared with the team to help improve both response times and escalation paths. Kind regards, The Omio Team
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 ReviewerResolved: I need help with my seating Idk
Company fixed the issue and I have been provided with apology.
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.
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
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 ReviewerCustomer complaint about unjustified billing
Still awaiting OMIO to contact me
Still awaiting a response from Omio regarding my compliant about an unjustifies charge to my Visa account
Hi William, we see an agent contacted you, please check your email! Kind regards, The Omio Team
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Verified ReviewerOmio have not responded to my compliant.
Omio charged me for a rail trip which I did not book and so far have not responded to my email asking for reimbursement of the monies incorrectly charged.
Hi, we are sorry to hear you have been charged for a trio you did not booked. An agent will contact you but we suggest you to immediately contact your bank. Kind regards, The Omio Team
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 |
Lisbon, Continental Portugal
Couldn't book pet ticket & couldn't get credit or refund
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.
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.)
- App works great and easy to use
- Customer service seems to be totally non-existent
- Customer service is not contactable
Preferred solution: Full refund
User's recommendation: Book through the company directly. Avoid Omio
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.
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 |
Cachoeiras De Macacu, Rio De Janeiro
Unresolved name error on flight ticket
This is the 3rd time I am trying to contact a representative at Omio about a name ertor on my flight details which vost me a flight to Lisbon as well as a name chamge fee with Ryanair. Twice, my ticket was sent with my forst name repeated and I have had to bear the cost of this.
Even though my profile details on the Omio app are correct, I was issued the i correct name through the app.
No responsibility has been taken and I am looking to ve compensated for these losses. 125 for the flight from Barcelona to Lisbon and 115 name change fee with Ryan Air.
Still, not one person from Omio has bothered to contact me to sort out the problem.
- Competitive pricing
- Technical issues on the app
Preferred solution: Full refund
User's recommendation: Caution! Omio
Hi there, We're truly sorry to hear about the trouble you've experienced with your Ryanair booking and the additional costs involved. Please note that all modifications, cancellations, and name changes for Ryanair flights must be handled directly with Ryanair.
As a third-party booking platform, Omio does not have access to Ryanair’s booking system to make changes or corrections once the ticket is issued. We understand how frustrating this situation is, and we're very sorry for the inconvenience it caused.
If you'd like us to double-check the details entered during the booking process, feel free to share your booking number, and we’ll review it right away. Thank you for your understanding, The Omio Team
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Hi Frank, Thank you for your feedback, we’re truly sorry for the inconvenience and lack of communication you experienced with your journey from Logroño to Bilbao on September 13. While we do our best to notify travelers of service disruptions, replacement buses or last-minute changes are managed and communicated by the train operator—in this case, RENFE.
Unfortunately, we do not always receive real-time updates from providers, and we completely understand how frustrating this can be, especially when First Class seating and seat reservations were purchased. As a booking platform, Omio facilitates the purchase of tickets under the terms and conditions set by the operator. In cases of train cancellations or replacement transport, the compensation or refund is handled by the carrier, who ultimately delivered (or failed to deliver) the service.
This is why we directed you to RENFE’s official complaint process, which is required for any compensation request in such scenarios. Kind regards, The Omio Team