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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 3.0 star rating based on 156 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 - Refund
Omio - No customer serviceOmio - Jag vill ha en svensk kontakt och göra en mailadressOmio - Jag vill ha en svensk kontakt och göra en mailadress - Image 2Omio - They don’t let me cancel my train bookingOmio - They don’t let me cancel my train booking - Image 2Omio - They don’t let me cancel my train booking - Image 3
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Top Omio Reviews

Positive Review

"Email mistake"

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Hello I already purchased my flight tickets to Paris but I mistakenly put a false email and I didnt notice it so I didnt received my tickets from mail so...

Critical Review

"Avoid!"

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I booked tickets with this company on my bank card. They cancelled all trains but Omio wont refund! They say my email doesnt match the booking! User's...

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Company responded
Anonymous
map-marker Syracuse, New York

Bad experience getting my refund

I purchased a protection plan with Omio. My train was cancelled.

I got confirmation from Amtrak to get a refund- I contacted Omio and they said I needed to contact Amtrak- Amtrak said Omio would refund me.

Almost a month going back and forth and they just closed my case. Im fighting because its $400

View full review
1 comment
Omio T Jrk
Response

Hi there, Thank you for your review! Oh no — that must be very disappointing.

Please share your booking reference number (PNR) with us, and we’ll be happy to take a closer look.

We’re here to help! Kind regards, The Omio Team

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
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

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
|

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

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 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

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

View more comments (1)
Company responded
Anonymous
map-marker Leeds, Leeds

Avoid!

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I booked tickets with this company on my bank card. They cancelled all trains but Omio wont refund! They say my email doesnt match the booking!

View full review

User's recommendation: Avoid!

2 comments
Omio T Jrk
Response

Here’s a polished, customer-friendly version of your message in English, with improved grammar and tone: Hi there, We’re sorry to hear you’re experiencing issues with our services. In order to assist you with your ticket, we kindly ask you to provide your email address, PNR, and some details about your trip.

We request this information for security reasons.

Once we have these details, we’ll be happy to look into the issue for you. Best regards, The Omio Team

Omio T Jrk
Response

Hi there, We’re sorry to hear you’re experiencing issues with our services. In order to assist you with your ticket, we kindly ask you to provide your email address, PNR, and some details about your trip.

We request this information for security reasons.

Once we have these details, we’ll be happy to look into the issue for you. Best regards, The Omio Team

View more comments (1)
Company responded
Michelle H Dpm

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 Toronto, Ontario

Sold us a first class ticket on OBB and there were no seats available

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I booked a first class ticket through Omio to travel on an OBB Railjet train. When I booked the ticket there was no option to book a specific seat.

When we boarded the train there were no seats available in first class. There were only 2 cars and 9 people didn't have seats. I was travelling with my 80 year old mother who has a cane. The train was moving for quite some time before we were able to find a seat in the dining car.

The conductor told us the we would be compensated for the difference between first and second class and that we were to try to find a seat in second class on our own. The only seats available were in the quiet car half way through our 4 hour journey. When I requested the refund I was told that they would offer me a $50 Euro voucher towards a future trip. They were not willing to refund the difference in the fares or the entire fare as requested.

They suggested I contact OBB for the refund but I had already contacted them and they told me that I had to get the refund from the company that I purchased the ticket from. As bad as the train ride was lugging 6 bags and trying to manage my elderly mother, the resolution response was even more upsetting.

I don't know how you can sell a first class ticket and expect that the customer knows it is just a free for all and if you are unlucky enough to not get a seat as purchased on first class, then tough luck. We can't do anything for you.

View full review

User's recommendation: Take a big pass. Book through anybody else.

1 comment
Omio T Jrk
Response

Hi Michelle, We are pleased to inform you that we have just sent you an email with a resolution we hope you will find satisfactory. We deeply regret the difficulties you faced during your trip, especially while traveling with your mother.

Your experience is valuable to us, and we trust this resolution reflects our commitment to addressing your concerns. Kind regards, The Omio Team

Company responded
Anonymous
map-marker Los Angeles, California

Need code for my ticket

I purchased two tickets from Salzburg to Budapest. One stop to Vienna where we will transfer trains to Budapest.

I have a QR code for the Vienna to Budapest, but need a QR code from Salzburg to Vienna. My booking number is 051681****564881.

Please send me a cider please. Thank you.

View full review
1 comment
Omio T Jrk
Response

Hi there. Regrettably your booking reference is not visible to us in your review.

Please contact our customer support via this link, we'll be happy to help! https://www.omio.com/app/support/

Company responded
Luis C Ulc

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

Incorrect booking, now I can't get customer service.

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Booked flights from Lisbon to Zurich. On booking, it's easy to make a mistake with the flight times as they are in a small font - AM and PM - and not on a 24-hour clock.

I made a mistake and booked a 6:15 PM flight when I needed a 6:15 AM one. I need to cancel or try to change the booking. I've been trying for over 24 hours to get hold of customer service, which is non-existent. I've left messages via the bot, on their message portion of the app, and even via email.

I even tried calling call centres in Spain, the UK, and Germany - the same voicemail leads back to the app. The customer service is useless.

My flight is soon, and this messes up my whole holiday. I'm hoping I get assistance as soon as possible.

View full review
Pros:
  • Quick easy to use app
Cons:
  • No customer service

Preferred solution: Change Flight if possible, else full refund.

User's recommendation: Unless you're 100% sure of your booking, don't book via Omio - use a site you can get customer service on.

1 comment
Omio T Jrk
Response

Hi Luis, Sorry for the late reply. We’re glad to see that an agent was able to assist you with your question about the change in your flight time.

Wishing you a very safe trip! Kind regards, The Omio Team

Company responded
Ahmed Y Vuk

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 Refund

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Contains 2 confidential files for company representatives

On October 27, I accidentally booked a train from Valencia to Madrid for October 28 instead of November 1. I paid 75 euros for the ticket and had to pay an additional 42 euros to change it, as the incorrect booking was for the following day.

This totaled 117 euros. On October 29, severe flooding occurred in Valencia, causing IRYO to cancel the trip.

IRYO informed me via email that they processed a refund through Omio, but Omio stated no refund could be issued. They said the 42 euros were a non-refundable change fee, and the initial 75 euros were also non-refundable.

View full review
Loss:
$107

Preferred solution: Full refund

1 comment
Omio T Jrk
Response

Hi there, Thank you for your review!. An agent will contact you within today, we are working on your request and we hope we will be able to support you as soon as possible! Kind regards, The Omio Team

Company responded
Nina K Dys

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 Valencia, Valencia

No answering for compensation request

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Contains 1 confidential file for company representatives

I have made 2 bookings , to Barcelona- Valencia and back. Due to weather conditions the tickets were cancelled.

I am trying to contact Omio service but there is no answer for a week ! Money are not returned, I am disappointed by service kazarina1980@***.ru

View full review

User's recommendation: Not to use

1 comment
Omio T Jrk
Response

Thank you for reaching out, and we apologise for the delay due to an exceptionally high volume of contacts. We’re pleased to confirm that our customer support team has since responded to your email and filed a compensation claim on your behalf.

Please don’t hesitate to reach out if you need further assistance, and thank you for your patience as we worked to resolve this for you. Kind regards, The Omio Team

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Mary Branum
Mary Branum

Mary Branum is a vacation rental expert, owner of Galveston Island and President of STROAG.

Travis T Osg

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

URGENT SUPPORT

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Omio - URGENT SUPPORT
Contains 1 confidential file for company representatives

Hi! I need to change the date and location of the ticket, but it keeps giving an error and asking me to try later. This is a trip I need to make on the 18th. This is urgent. I've used the chat option for support but no agent has gotten back to me and no one has responded.

Need to change it to:

18th

Milano Centrale

Venezia Santa Lucia

9:35 am

Can someone please get back to me urgently?

View full review
Loss:
$76
Pros:
  • Quick booking
Cons:
  • No customer support at all

Preferred solution: I need to change the booking!

1 comment
Guest

I am a customer facing the exact same issues as you. After seeing this website, I am convinced of the many troubles. Let's fight together.

Aarti V Dbx

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 Gothenburg, Västra Götaland County

Due to glitch/error in website it booked bus on wrong time

While booking bus at my desired time the page was getting refreshed again and again. I was selecting /filling all fields again and again.

But still while doing payment it booked bus for me on wrong timings (at 7:00 am on Friday, 28th Feb'25). They payment was done.

I could not done anything.

My booking reference number is 250213****36

I had to book another trip for me at time (same day i.e. 28th Feb'25 but at 2:40 am) what i was looking for.

But now could you please look into this matter and refund me for the first (wrong) booking.

Thanks & Regards

Arti Verma

View full review
Company responded
Cheikh W

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 Sutton, Sutton

Complaint Regarding Unauthorized Purchase of an Air Ticket

Dear Omio Customer Service,

I am writing to report an urgent issue regarding an unauthorized purchase made on your website.

On November 2, 2024, someone used my credit card details to purchase an air ticket through Omio Berlin, Germany, without my consent. My bank has been unable to trace further details of this transaction, and as a result, I am incurring a loss of 920.

I am certain that my card has been cloned, and for this reason, I kindly ask for your assistance in resolving this matter.

I would like to request the following:1.Provide me with all the details of the transaction (destination, passenger name, etc.).2.Conduct a thorough verification and, if possible, refund the amount deducted.

Thank you in advance for your cooperation. I look forward to your response at the earliest convenience.

Best regards,

Cheikh Wathie

Waathie@***.com

View full review

User's recommendation: Hi , I’m waiting your response.

1 comment
Omio T Jrk
Response

Hi there, Sorry for the late reply and to hear about your card being cloned. Were you able to contact the police?

Were they able to resolve the issue for you?

We wish you the best of luck! Kind regards, The Omio Team

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