Once I managed to speak to an OMIO customer service adviser in Berlin as this is where my original ticket had been changed to a different date. I managed to go through the process of getting a refun... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
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Changing a booking failed thru your app. Chatting with the support was disappointing. Had to repeat my questions & answers several times. Contact with an agent was promised but because of the time no... See more
Company replied
A human agent kindly helped me with the process how to change seats. But on the website there was few options to choose my own seat, They seem to be allicated at random, so I just stopped bothering to... 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
Company details
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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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
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
Reply from Omio
Hi there
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
Omio is stealing the money and refusing to support
I booked ticket from Orlando to Miami. It was canceled by the operator with no alternative provided or any support. I contacted the operator and said I must contact Omio. I did contact Omio and they have the worst customer service it takes hours to respond the agents are not professional they didn’t solve the issue and refused to refund me even though the operator gave me refund form as it was cancelled from their end. Showed the form to Omio’s agent and still refused to support and told me I should contact the operator for a refund even though I booked through Omio. I filed a complaint in US transportation and luckily will get support. i just wanted to warn everyone not to book any tickets through Omio
April 20, 2026
Unprompted review
Reply from Omio
Hi there,
We’re sorry to hear about your experience and understand how frustrating this situation has been.
As explained in our previous emails, for cancellations and service-related issues on this route, claims must be handled directly with the operator (Amtrak), as they are responsible for processing refunds and compensation.
This is why you were provided with their claim form — even when the booking is made via Omio, the operator manages these cases.
We can also confirm that our team has responded to your emails and provided the necessary guidance each time.
We understand this process may feel repetitive, but it follows the operator’s official policy.
Kind regards,
The Omio Team
It took a while but the team managed to…
It took a while but the team managed to succeed in getting my refund.
April 20, 2026
Reply from Omio
Hi Julieta,
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
Ticketing error and inability to resolve a simple issue
Ticketing went wrong (tech issue meant incorrect ticket was issued), and no one seems to be able to resolve it. There is no communication, it's now been 6 days since first speaking to the support team and I've followed up twice with no response. I finally got through to someone earlier and they've told me it will take as many as 30 days to escalate and solve. I've found the support team unhelpful and ineffective. I will never book through Omio again and recommend you do not.
April 14, 2026
Unprompted review
Reply from Omio
Hi Harry,
We’re very sorry to hear about your experience please rest assure that we are currently investigating your case to understand what went wrong and how to resolve it as quickly as possible.
Thank you for your patience while we look into this.
Kind regards,
The Omio Team
Reply from Omio
Hi Darren,
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
Great support from Omio helpdesk
Great support when I needed to cancel bookings due to medical issue
April 20, 2026
Reply from Omio
Hi Adrian,
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
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