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
Reviews shaping this summary
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
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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
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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
Asks customers to review
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Changing tickets in all days for 3…
Changing tickets in all days for 3 minutes
May 1, 2026
Unprompted review
Reply from Omio
Hi Pavel,
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 customer service agent
The customer service agent made the very stressful search for my lost booking quick and efficient.
May 1, 2026
Reply from Omio
Hi Deidre,
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
Haidy was a great customer service representative
Haidy was a great customer service representative. She was quick and friendly to resolve my problem.
April 30, 2026
Reply from Omio
Hi Alexander,
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
Reply from Omio
Hi Diego,
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
I made a mistake about the date and…
I made a mistake about the date and thought it is from my country in france I could easily change for the right date
thank you
but one problem : why it is said no extra for some trains but actually when I wanted to confirm the change I was asked to pay an extra ?
April 30, 2026
Unprompted review
Reply from Omio
Hi Caroline,
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
Very interesting changing the ticket is…
Very interesting changing the ticket is very easy thanks for Omio
April 30, 2026
Unprompted review
Reply from Omio
Hi SALAH,
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
I ordered a ticket for marseille to…
I ordered a ticket for marseille to nice gare theirs France on the app - it saids final destination is gare theirs but the actual destination is wrong when I receive the actual ticket a few days before. The bus only goes to the nice France airport. I tried the customer service but only received automated AI messages saying no changes can be made. You pay and Omio takes your money but sends you some where else
April 30, 2026
Unprompted review
Reply from Omio
Hi Taeeun,
We’re sorry to read about your experience and understand how frustrating this situation must have been.
We would like to review your case, however we are currently unable to locate your booking with the information provided. Please update your review with your booking number so we can find your reservation and assist you further.
Kind regards,
The Omio Team
I booked many train tickets through…
I booked many train tickets through Omio and most of my experience was good, the platform is easy to use and trust-worthy. My issue came when a train ride was cancelled, the customer service for the refund process was way too slow and complicated, it felt like my money was never going to be refunded. Eventually it came but I still lost a percentage of what I initially paid. I suggest you improve this, because it took me many many emails.
April 30, 2026
Reply from Omio
Hi Samanta,
We’re sorry to hear that the refund process felt slow and complicated, and we understand how frustrating that must have been.
We’re glad the refund was ultimately completed, though we recognise the experience itself could have been smoother. Refund timelines can sometimes be extended as they depend on confirmation and processing from the provider.
We appreciate you taking the time to share your feedback.
Kind regards,
The Omio Team
Booking process
April 30, 2026
Reply from Omio
Hi Urfan,
Thank you for taking the time to share your thoughts with us.
We’re pleased to hear that your experience with Omio was a good one and that your trip went as planned. Your feedback helps us keep improving.
We look forward to helping you with your next journey.
Kind regards,
The Omio Team
Reply from Omio
Hi Geraldine,
Thanks a lot for your great review!
We’re really glad that everything went smoothly and that you were satisfied with your experience. Hearing this is very encouraging for our team.
We hope to travel with you again soon.
Kind regards,
The Omio Team
the worst customer service ever
the worst customer service ever. I had to cancel a trip and followed the instructions of Omio to cancel directly with the operator (Amtark). Amtrak confirmed the cancellation and the refund of the tickets (to Omio). Reached out to customer service about refund to me. No response at all. Only bots answering to mails. They basically stole my money. Never use Omio, book with operators directly! It is a scam.
You requested me to update the review with a reference. The reference provided by your customer service bot is 3995589
April 29, 2026
Unprompted review
Reply from Omio
Hi JC,
We’re sorry to read about your experience and understand how frustrating this situation must have been.
We have contacted Amtrak regarding your refund and can confirm that the refund was only issued from their side yesterday. Depending on the banking provider, it can take up to 2 weeks for the amount to appear in your bank account.
We have also contacted you by email explaining this process. If the refund is still not visible after this timeframe, please reply directly to that email so our team can continue assisting you.
Warm wishes,
The Omio Team
The LIVE person I spoke with (Jennifer…
The LIVE person I spoke with (Jennifer A) was outstanding and took care of my issue very quickly and was so polite and knowledgeable and kind. I would tell anybody to NOT do the "Live Chat" with the computer generated person.....a huge waste of my time and energy and caused great frustration. Ask for the customer care LIVE person right up front.
April 29, 2026
Reply from Omio
Hi Penny,
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
Reply from Omio
Hi yingqi,
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
Easy to book. Hard to cancel
I’ve used Omio several times in the past with no problems. Very easy to book but almost impossible to cancel a booking or reach live customer service. I’ve been trying to cancel two bus tickets and cannot reach anyone on chat despite trying multiple times. My booking says I can get a refund minus 20% but I am unable to cancel in the app. Omio customer service via email response tells me to cancel booking in the app. Very frustrating. In future. I will look for other booking options.
Please note that Omio responded to this review and stated their customer service would contact me. It was been over 2 weeks and no one has reached out to me by email or other means.
April 23, 2026
Unprompted review
Reply from Omio
Hello Nancy,
You are absolutely right to be frustrated, and we are very sorry for the experience you have had.
We can see that you made repeated attempts to contact support and that, despite our previous response, you were still left without proper follow-up regarding the cancellation of your tickets.
An agent will contact you immediately by email to assist you directly with your booking and cancellation request.
We also truly appreciate your loyalty to Omio, and as a gesture of goodwill for the inconvenience and delay you experienced, we would be happy to offer you a goodwill gesture.
Thank you again for bringing this to our attention, and please accept our sincere apologies.
Best regards,
The Omio Team
Karen’s customer service was exceptional!
Karen’s customer service was astounding! Very helpful and answered all my questions.
April 29, 2026
Reply from Omio
Hi Christina,
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
Frankey the one who i was talking to is…
Frankey the one who i was talking to is very patient and he helped me so much thanks to you and frankey
April 29, 2026
Reply from Omio
Hi Nourhan,
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
Great customer service
Great customer service. Luthando handled my cancellation quickly and clearly, and the whole process was smooth. Really appreciate the support!
April 29, 2026
Reply from Omio
Hi XIAOYA,
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
I messed up the date
I messed up the date and correcting my mistake was super easy! Thank you.
April 29, 2026
Unprompted review
Reply from Omio
Hi,
Thank you for taking the time to share your thoughts with us.
We’re pleased to hear that your experience with Omio was a good one and that your trip went as planned. Your feedback helps us keep improving.
We look forward to helping you with your next journey.
Kind regards,
The Omio Team
Reply from Omio
您好，Chen，
非常感谢您的好评！
我们很高兴您在我们这里度过了愉快的时光。您的反馈对我们的团队来说意义重大，我们很高兴能成为您旅程的一部分。
我们迫不及待地想帮助您计划下一次旅行！
祝您生活愉快，
Omio团队
Denied boarding with valid tickets - Booking #3349926451 - Terrible experience
I am extremely disappointed with my experience. On April 29, 2026, my friend and I were denied boarding on FlixBus (Route N746, Bus Plate: FG-850-FJ) from Clermont-Ferrand to Lyon, even though we had valid tickets and QR codes purchased via Omio.
The driver claimed our tickets were not in his system and refused to let us in, leaving us stranded at 6:00 AM. This has caused us significant financial and emotional distress as we missed our important trip.
I contacted Omio support, but they are offering vouchers and long waiting times. Under EU Regulation No 181/2011, I am entitled to a full MONETARY REFUND (not a voucher) for both my outbound and return tickets, plus 50% compensation for denied boarding.
Omio, please resolve this urgently and refund my money to my original payment method.
April 29, 2026
Unprompted review
Reply from Omio
Hi Keto,
We’re sorry to read about your experience and understand how stressful and upsetting this situation must have been.
We can confirm that our Customer Support team has already submitted a claim to FlixBus regarding this incident. As it occurred today, April 29, we need to wait for the provider’s review and confirmation before we can proceed with the next steps.
We appreciate your patience while this is being handled.
Warm wishes,
The Omio Team
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