Omio Reviews 

Booked a ticket for DB through Omio. The cancellation policy stated that I can cancel my ticket before departure day for a DB voucher. Submitted a cancellation request 1 week before, and absolutely terrible service. There is NO contact form to talk to customer service except an AI support agent which keeps opening new tickets and saying they will get back. One day later I replied on the same ticket for an update and it says it's closed. Absolutely terrible service, never gonna book again from here.

Easy to use and accurate

Excellent young man who helped me so much and resolved my issue thereby saving my day🙏🏼🤗
Thank you Shehab

Easy to change ticket

Such a relief to be able to change my Eurostar booking, A simple process that took only a few minutes

Mixed experience. Easy with booking. However, if you wanted to change your booking don’t expect to be able to do it through the app or through a web browser. Don’t expect anyone to reply to you within 24 hours +. Overall feeling really dissatisfied as they say they have 24/7 with support. However, this is simply not the case.

Direct booking with services is likely cheaper and easier to change is needed.

Also don’t waste money on insurance, it’s really only for cancelled or missed, not the implied flexibility.

My problem was solved efficiently

Omnio is giving you so many option, but when you want to change your destination is not posible, only date and time of the same trip.

App is so smooth to use and customer service is exceptional!

You lots show 1 00 at night and pick 13 in afternoon check your website it's not the first time

The single star review is for the chat-bot I spoke with to try to change my ticket. I had booked an advance single ticket on an afternoon train. I was directed to a chat bot to change the ticket, but the chat bot informed me that I could return at any off-peak time on that ticket. This was false, as I learned from a helpful gate agent when I attempted to pass the barriers with my ticket for a morning train. The resulted in either a four-hour wait for my train or in a massive up charge to convert my ticket to open return. This would have been useful information to have before I checked out of my accommodation and dragged my bag across Manchester in the rain. All in-person xc employees were lovely and helpful; the online system needs work.

This company scams you out of money, We booked a ferry with a cancellation policy saying we could cancel within 30 hours of departure.

We are currently 42 hours prior to departure which is not the ferry we even booked (they changed our time) and the chatbot AI help centre is saying we are within 30 hours of departure and it can't be cancelled.
DO NOT BOOK WITH OMIO

non-existent customer support, utterly useless company please avoid.

Since this seems to be the only way I can get a proper response from Omio, I am posting another public complaint. I know that my refund was processed on July 1, but the problem is that I never received it. I have contacted customer service multiple times and provided all the information required to process the refund. HOWEVER I have now been waiting for two months to get my money back, and all I keep receiving are the same responses every week saying that my refund is still under investigation by the Payments Team.I need an actual resolution, not another request to wait.

I always book by Omio since unless 5 years. i t is the first time i had a problem and Omio has resolved it. I will be booking by omio tickets for train or for boat. I only be waiting my refund in my credit card.

The service is just super good!!!!👍🏻

The changeable ticket took about 30 seconds to change. All the time tables were immediately shown. Super easy!

I have spent at least 5 hours of my time trying to book bus tickets on the Avanza bus service (Spain), Malaga to Estepona for next week ( 08.09.26), via this platform.My payment was refused on six occasions on two separate credit cards. In desparation I contacted them, with difficulty, via a chatbox. Their only explanation was that sometimes their connections to bus companies do not function and 'try again later'. If this is the best they can do I will avoid them in future. In the meantime I have managed to book directly with Avanza directly, without difficulty and at a better price. I am deleting my Omio app now.

fast & efficient!! :)

Still no refund after 2 months — avoid if you might need to cancel

I booked two trips through Omio (a train journey and a bus journey) back in July. Both were cancelled by the carriers — not my fault — and I’m still waiting for a refund of €193.10.

The app shows both refunds as “failed” and tells you to contact support to “finalize” it. I did — repeatedly. Most of the time you get an AI chatbot with scripted replies. When I finally reached a human agent, I was asked to resend my bank details multiple times, told it was “being processed,” and then… silence. No follow-up, no payment.

I contacted the actual carriers (SNCF and Alsa) directly, and both confirmed the refund is Omio’s responsibility as the selling agency — not theirs.

It’s been almost two months with no resolution. I’ve now had to send a formal legal notice and am escalating to consumer protection authorities. If everything goes smoothly, Omio is fine, but if something gets cancelled and you need a refund, be prepared for a frustrating, unaccountable process.