Our Renfe train from Seville to Cadiz on Feb 6 was cancelled. I learned a refund had to come from Omio not Renfe and applied online to Omio for this. A ticket was opened. A refund was received... See more
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I booked tickets for the train from Malaga to Madrid vv. The train was canceled by the train-company and I had big problems to find out how to get our money back. After a very negative review I wrote... See more
Company replied
Transparent and very user‑friendly website I found Omio’s website very transparent and easy to use. I also needed assistance shortly before Easter, and the support team helped me very quickly, even... See more
Company replied
AI chatbot was pretty easy to get around by asking for human help (but would have been nicer to avoid this step entirely). I got in touch with Sandrine A. who was extremely helpful, resolving my issue... See more
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Company details
- #2 of 2 best companies in Train Ticket Agency
- #37 of 39 best companies in Airline Ticket Agency
- #2 of 2 best companies in Bus Ticket Agency
- #43 of 50 best companies in Flights Search Site
About Omio
Written by the company
Omio is a travel platform with a difference.
Fueled by a team from over 40 different countries, one search allows you to find the fastest, cheapest and best travel options by train, bus and flight to any city, town or village in Europe.
Find all the ideal options for your schedule and budget in one place.
*Coronavirus (COVID-19): for travel information and updates please visit:
https://www.omio.com/travel/service-disruptions
Customer Help Centre
Contact info
Berlin, Germany
- omio.com
4.1
Great
22K reviews
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RIP OFF!!!
Buy your tickets DIRECT from the train vendor!! It's a RIP OFF to buy from them! I booked iryo tickets from MADRID to BARCELONA. I simply wanted update my booking and add luggage which is 10Euros only when bought directly from IRYO, but to add luggage through omio they are charging me 107.99 Euros!!! This is not ethical to charge more than x10 the price, taking advantage of your clients!
April 23, 2026
Unprompted review
Reply from Omio
Hi Camille,
We’re sorry for the confusion, we understand how frustrating this can be.
With Iryo, adding luggage depends on the fare selected. Only certain fares (like Infinita) include larger baggage. Once a booking is completed, it’s not possible to add extra luggage to the existing ticket. To travel with additional baggage, the ticket must be upgraded to a fare that allows it, which is why the price can appear significantly higher.
These rules are set directly by Iryo, and we must follow their conditions.
Kind regards,
The Omio Team
Reply from Omio
Hi Hernando,
Thanks a lot for the awesome review!
We’re really glad everything went smoothly for you. It’s great to hear that you had a good experience with Omio—your support keeps us going!
Hope to join you on another trip soon!
All the best,
The Omio Team
Thank you for the outstanding support
Thank you for the outstanding support. Changing our reservation was quick and hassle-free, and your team was extremely helpful throughout the process. Great service!
March 11, 2026
Unprompted review
Reply from Omio
Hi Luiz,
Thank you, we greatly appreciate your positive feedback.
Your satisfaction is very important to us, and your message reaffirms the dedication we strive to maintain in everything we do.
We hope to have the opportunity to support you on many more travels to come.
Kind regards,
The Omio Team
Daniela was kind and helpful
April 22, 2026
Reply from Omio
Hi Jodi,
Thanks so much for your positive review and for highlighting our Customer Support team.
It’s great to know that one of our agents was able to assist you effectively and make a difference in your experience. Feedback like this means a lot to our team.
We look forward to helping you again on your next journey.
Kind regards,
The Omio Team
Warning: Fraudulent Date Changes & Misleading Listings - Order #3991634
Title: SCAM ALERT: Unauthorized Date Changes & Evidence Tampering Review Content:
Omio is engaging in deliberate consumer fraud. Here is the irrefutable evidence from Order #3991634:
1. The Trap (Ghost Listing): Omio sold me tickets for July 24th, even though the official operator (LNER) confirmed tickets for that date were NOT yet released.
2. The Hijack (Unauthorized Change): After taking my payment for July, Omio stealthily issued a ticket for April 24th. This wasn't a "user error" or "default reset"—if the system had reset, it would have defaulted to the current date (April 22nd). The fact it issued "April 24th" proves the system captured my "24th" input but maliciously altered the month to secure a sale for a non-existent July trip.
3. The Admission: Their agent Alexi admitted in chat: "I am sorry the system failed during checkout." Agent Melvin also promised a manual fix to the "correct date" but failed to act.
4. The Cover-up: Omio has now scrubbed the "Ghost Listings" for July 24th from their app to match LNER’s official status. This rapid "syncing" only occurred after my report, proving they were aware of the faulty data but chose to hide it rather than refund me.
Omio’s generic reply below is a blatant lie. They claim "no alterations" were made, yet their own staff admitted to a "System Failure." Most damningly, immediately after I reported the error, Omio scrubbed their "Ghost Listings" for July 24th to force-sync with LNER’s actual schedule, effectively tampering with the evidence of their faulty platform. I have submitted all screenshots—including the "before & after" calendar changes—to my bank for a Fraud Chargeback.
April 22, 2026
Unprompted review
Reply from Omio
Hi Qiang,
We’re sorry to hear about your experience and understand how serious your concerns are.
We want to clarify that Omio does not alter booking details after purchase. All tickets are issued based on the date and selection confirmed during checkout. Availability and schedules are provided by our partners, and tickets can only be sold once they are released by the operator.
That said, we take claims of technical issues very seriously, as mentioned by our customer service agent we are reviewing your case thoroughly to be able to provide a clear response.
Best regards,
The Omio Team
The worst customer service I’ve…
The worst customer service I’ve experienced.
Responses take ages, and you have to follow up multiple times just to get any update on your request. There is absolutely no empathy or understanding toward customers.
We booked tickets from Porto to Aveiro (normally around €3.95), but were charged €20 per person. While we acknowledge this was our mistake due to being unfamiliar with the area and train stations, we never used the tickets because we went to the wrong station.
We contacted customer service promptly and politely requested a partial refund as a goodwill gesture. Unfortunately, we received no meaningful response, no action, and no resolution.
Very disappointing experience — I would not use this service again. Don’t recommend to anyone. Prices are ridiculous.
April 9, 2026
Unprompted review
Reply from Omio
Hi Lyuda,
Thank you for your review.
We understand the situation, however refunds are based on the fare conditions set by the transport provider. Unfortunately, tickets can’t be refunded simply because they were not used or booked for the wrong station if the policy doesn’t allow it.
That said, if you share your booking number with us, we can review your case and see whether we can offer a goodwill gesture, such as a voucher.
Best regards,
The Omio Team
Easy to use…
They made it very easy to change the date because I had made a mistake and picked the wrong date of travel. The app made it very seamless and easy to fix.
April 22, 2026
Unprompted review
Reply from Omio
Hi Charles,
Thank you for your review!
We greatly appreciate that you took the time to leave a nice comment about your experience with us.
We look forward to accompanying you on your future travels!
Kind regards,
The Omio Team
It doesn’t work properly
It doesn’t work properly. Train routes are impossible to find. Only a fraction of the options are showed.
April 22, 2026
Unprompted review
Reply from Omio
Hi there,
We’re sorry to hear that the app didn’t meet your expectations. The routes shown depend on the data shared by transport operators, and in some cases not all options are available on third-party platforms.
If you share a specific route and date, we’ll be happy to check it for you.
Kind regards,
The Omio Team
Responsive and friendly in dealing with…
Responsive and friendly in dealing with my inquiry. Awesome!
April 22, 2026
Reply from Omio
Hi Anthony,
Thank you for your positive feedback, we really appreciate it.
We’re glad to hear everything worked well for you and that you had a pleasant experience using Omio. It’s always rewarding to receive comments like this.
We’d be happy to support you again on your future travels.
Kind regards,
The Omio Team
The customer service team was very helpful, answering my questions and finding the best options for me.
Good customer support after I bought my tickets.
April 21, 2026
Reply from Omio
Hi Carlos,
Thanks so much for your kind words!
We’re thrilled to hear you had a great experience with us. Your feedback truly means a lot to the team, and we’re happy to have been part of your journey.
Can’t wait to help you plan your next trip!
Warm wishes,
The Omio Team
Daniela is a excelente professional
Daniela is a excelente professional. She help me with all that I needed to do. Pacient and gratefull. Very, very good person. Well done!!!
April 21, 2026
Reply from Omio
Hi Petya,
Thank you very much for taking the time to leave such a positive review.
We’re happy to hear that your experience with Omio went smoothly and that everything met your expectations. Feedback like yours is always motivating for our team.
We look forward to accompanying you on your future travels.
Kind regards,
The Omio Team
Cancelled trip, NO FULL REFUND!
On 26 January 2026, my Brussels to Hanover train was cancelled by DB. I bought the ticket through Omio and paid 153 euros. I only received 117 euros back.
Now, almost 3 months later, the issue is still not solved.
I trusted their platform. I even paid extra for insurance, thinking I was protected if my travel plans changed. But in reality, this insurance did not help me at all. My journey never happened, and still I could not get a full refund.
What is hard to understand is this: why do I have to pay for a service I never received? No one can clearly explain this.
During this process, I received many standard customer service replies like “we understand how you feel” or “we are sorry for the inconvenience.” These answers feel very generic and do not really address the problem.
And then comes the most frustrating part.
They offered me a voucher and presented it as a goodwill gesture.
They did not refund my full money. They kept part of the payment. And then they offer a voucher to use their service again.
This does not feel like goodwill. It feels like they want me to come back and spend more money on the same platform.
So basically, I lose money on the first trip, and they expect me to take another risk with a second trip.
What happens if the next journey is cancelled again? Will I lose money again?
From a customer point of view, this creates no trust.
If you are okay with paying for a trip that might never happen, and not getting your full money back even with insurance, then you can choose Omio.
But for me, this experience feels unfair, unresolved, and very disappointing.
January 26, 2026
Unprompted review
Reply from Omio
Hi Emir,
We’re sorry to hear that this situation is still causing frustration — we understand why this experience has felt disappointing.
As previously explained, the train itself was cancelled by DB and the full ticket price for the transport was refunded accordingly. The remaining amount relates to separate services (such as Omio’s service fee, Flex option, and insurance), which are activated and considered fulfilled once the booking is completed, regardless of whether the journey ultimately takes place.
We understand that from your perspective this feels like a single purchase tied to the trip, and we recognize how this can be confusing and frustrating when plans are disrupted. While we’ve handled your case in line with these conditions, we do hear your concerns about clarity and overall experience.
Regarding the voucher, it was offered as a goodwill gesture, not as a replacement for a refund, but as an additional way to acknowledge your experience with us.
Best regards,
The Omio Team
Transparent and very user‑friendly…
Transparent and very user‑friendly website
I found Omio’s website very transparent and easy to use. I also needed assistance shortly before Easter, and the support team helped me very quickly, even over the phone.
My issue was resolved quickly, with constant updates on the status of my request. Overall, a very efficient service.
April 21, 2026
Reply from Omio
Hi Federica,
Thank you, we greatly appreciate your positive feedback.
Your satisfaction is very important to us, and your message reaffirms the dedication we strive to maintain in everything we do.
We hope to have the opportunity to support you on many more travels to come.
Kind regards,
The Omio Team
Unable to get hold of customer services…
Unable to get hold of customer services to be refunded for a mis- sold train ticket
April 21, 2026
Unprompted review
Reply from Omio
Hi Lee,
we’re really sorry to hear about the difficulty reaching customer service and the frustration around your ticket refund — that’s not the experience we want you to have.
An agent from our support team will reach out to you again shortly to assist you further and review your case.
Thank you for your patience, and we’ll do our best to resolve this for you as quickly as possible.
Best regards,
The Omio Team
Good experience with Omio
It took quite a while to sort out my refund after Ouigo cancelled my trains. But Omio have been very helpful & polite once I contacted them.
April 21, 2026
Reply from Omio
Hi Ms Smith,
Thank you very much for taking the time to leave such a positive review.
We’re happy to hear that your experience with Omio went smoothly and that everything met your expectations. Feedback like yours is always motivating for our team.
We look forward to accompanying you on your future travels.
Kind regards,
The Omio Team
So impressed we could change our…
So impressed we could change our tickets for next journey whilst we travelled to Granada.Malaga Airport advising extra time needed for check out so we are pleased Omio came up trumps!
April 21, 2026
Unprompted review
Reply from Omio
Hi Michael,
Thank you very much for your kind words and for sharing your experience with us.
It is always rewarding to know that our efforts have made a meaningful impact.
We look forward to accompanying you on your future travels!
Kind regards,
The Omio Team
Disappointed Support
While the support from Thandolwakhe was good, the assistance from Omio was poor, as no resolution or meaningful support was provided.
At no stage during the purchase process, nor in the confirmation email, was it clearly communicated that the PDF provided was not a valid ticket or that further steps were required to obtain or validate it prior to boarding. The information provided was neither clear nor sufficient to indicate that I did not yet have a valid ticket.
April 20, 2026
Reply from Omio
Hi Miriam,
We’re sorry to hear about your experience. We understand how frustrating this must have been.
We’d like to clarify that the PDF sent after booking always indicates whether it is a valid ticket or if additional steps are required (such as downloading or collecting the ticket).
This is determined by the transport provider, and we are required to follow their instructions.
We appreciate your feedback and will share it with our team to improve clarity. If you’d like us to review your booking, please share your booking number.
Kind regards,
The Omio Team
Good service
I have been waiting for a while, but the customer service specialist is very ploite and patient
April 20, 2026
Reply from Omio
Hi Zhao,
Thank you for your positive feedback, we really appreciate it.
We’re glad to hear everything worked well for you and that you had a pleasant experience using Omio. It’s always rewarding to receive comments like this.
We’d be happy to support you again on your future travels.
Kind regards,
The Omio Team
Reply from Omio
Hi Tapas,
Thanks a lot for the awesome review!
We’re really glad everything went smoothly for you. It’s great to hear that you had a good experience with Omio—your support keeps us going!
Hope to join you on another trip soon!
All the best,
The Omio Team
Cool to be exchange free
April 20, 2026
Unprompted review
Reply from Omio
Hi Valentin,
Thank you, we greatly appreciate your positive feedback.
Your satisfaction is very important to us, and your message reaffirms the dedication we strive to maintain in everything we do.
We hope to have the opportunity to support you on many more travels to come.
Kind regards,
The Omio Team
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