Omio: Viaje barato pela Europa +4

One of the best app I’ve used

I usually don’t write reviews except to complain how bad it is. This app is one of the few that I wrote for positive. It’s so easy to use and made my two months travel in Europe less stressful. It paid attentions to so many details which was amazing! For example, the app updates the platform info once it’s available in the train system, the feature of locating the train station was especially useful for foreigners cause sometimes google map shows a different translation. Show all of tickets along with timeline made managing many tickets so much easier. The whole experience so far was smooth. Keep up with the good work!

Horrible customer service

Used this company to book two train trips. 3 days before my first trip, Omio sent me an email informing of a strike that would effect my travel. Being on vacation, I quickly booked flights to avoid dealing with any hassle of trip interruptions. A day before the strike was supposed to start, I had learned the strike had been called off. Omio informed me I needed to contact the train company to receive a refund. They blocked my credit card company from reissuing me my money. Omio customer service through email told me multiple times that the process for a refund can be done online, however, after asking multiple times for screen shots on how to do it, another agent told me it was not possible to do online and everything had to be physically mailed in. I had mailed my information in June to the train company and still have not received any word on if I will be getting a refund. Because of Omio’s email, they should have refunded me my money.

The second trip I had booked through them went without a hitch. I would caution using Omio and book directly with the train company as much as possible.

Warning! You will lose money.

On two separate occasions, I encountered a troubling glitch in the booking process where the date displayed on the booking confirmation was different from the date initially selected. This inconsistency not only led to confusion but also raised concerns about the reliability of the booking system in accurately reflecting user preferences.

Furthermore, the challenges extended to the customer care support team, which proved to be exceptionally difficult to reach. In my attempts to address the discrepancies in my bookings, I faced significant delays and obstacles in communication. Of particular note is their unavailability during weekends, whereby urgent issues or queries remained unaddressed until the next week, causing unnecessary frustration, inconvenience for users with time-sensitive concerns and will cost you extra money.

Considering the recurrence of these issues and the difficulties in accessing timely assistance, I advise potential customers to NOT USE Omio for their bookings. The combination of a flawed booking system and inadequate customer support responsiveness raises valid concerns about the overall reliability, user-friendliness of the service and legitimacy.

Resposta do desenvolvedor ,

Thank you for your review. We appreciate your feedback and apologise for any inconvenience caused.

We would like to clarify that it is not possible for our system to change the dates midway through the booking process. We kindly encourage customers to double-check all details before finalising a booking to ensure accuracy.

We also apologise for any delayed replies from our customer care support team. We are currently experiencing very high contact volumes, which has unfortunately affected our response times. We are working diligently to improve our service and availability, especially during weekends.

Thank you for your understanding.