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
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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
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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
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Reply from Omio
Hi Maria,
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
Very helpful customer service and my…
Very helpful customer service and my issue was fixed quickly
April 28, 2026
Reply from Omio
Hi Katie,
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
I can change it whenever I want 10 / 10
April 28, 2026
Unprompted review
Reply from Omio
Hi Sofia,
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
The staff provided quick assistance.
April 27, 2026
Reply from Omio
Hi YOSHIHIKO,
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
Appreciate the change,that must have…
Appreciate the change,that must have been my error.wonderful
April 28, 2026
Unprompted review
Reply from Omio
Hi Stanley,
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
Avoid Omio if you need a receipt
Avoid Omio if you need to expense your travel. After completing my trip I found it impossible to get a proper VAT receipt for my company's accounting department. Their only support is an AI chatbot that cannot handle this kind of request, and there is no way to reach an actual person. A basic administrative task has become a dead end. Look for a booking platform that offers real customer support before you travel.
April 14, 2026
Unprompted review
Reply from Omio
Hi Rode,
We’re sorry to read about your experience and understand how frustrating this must have been.
We’d like to clarify that customers can now add their billing information directly on the final page of the booking process for all providers. This means that for any bookings made on or after October 14, 2025, invoice details must be entered at the time of purchase, and invoice modification requests are no longer possible afterward.
We appreciate you sharing your feedback.
Warm wishes,
The Omio Team
Do NOT use OMIO whatever you do
Do NOT use OMIO whatever you do! There are SO MANY other platforms that do not have their customer service problems. I booked train tickets and almost immediately realized I needed them refunded. The train tickets were refundable until 16 minutes up to train departure time; however the button to request a refund would not work no matter what I did. I finally tried contacting someone via chat and spent over 2 hours trying to reach someone because the chat would just disconnect after 30 minutes of waiting. I finally said into the chat prompt that I was just trying to change my ticket not cancel and MAGICALLY it didn’t disconnect. I was told my ticket would be refunded. That was 15 days before the train departed. Almost a full month later, I still have not received a refund, and no matter how many times I ask for an update, I only get one response: “your case has been escalated to the relevant team”. My case was escalated on APRIL 5. Still no refund. On April 17, I was told my case was in line to be reviewed that day. STILL NO REFUND AND STILL NO UPDATE ON WHY. Then I was actually asked to send a screenshot to PROVE that the customer service agent had told me I would be refunded. Thank god I had taken that screenshot!! Save yourself the headache. The customer service is awful, and worse, this company just doesn’t have any respect whatsoever for their customers. Telling someone over and over and over that “their case has been escalated” is just cruel. If you don’t want to handle refunds, just make your tickets non-refundable.
April 5, 2026
Unprompted review
Reply from Omio
Hi Kristen,
We’re sorry to read about your experience and understand how frustrating this situation must have been.
We can confirm that your refund has already been issued in line with the applicable conditions. You will receive a confirmation email with the details as soon as possible.
We appreciate your patience while this was being resolved.
All the best,
The Omio Team
The service was really fast and kind…
The service was really fast and kind when changing my booking.
April 27, 2026
Reply from Omio
Hi Yewon,
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
Worst experience
Worst experience. Worse policy. Not customer friendly
PTTTM615
That's not what I wanted. I wanted to cancel with a refund but didn't realise it's not possible cause I'm dyslexic so sometimes I don't always read what is there.
It did not make a difference which is why I paid the extra £5 thinking I would have been able to cancel it. I would still like it to be cancelled and refunded.
April 27, 2026
Unprompted review
Reply from Omio
Hi MSNikeishaPryce,
We’re sorry to hear this and understand your frustration.
As mentioned, the fare conditions for this ticket clearly state that it is non-refundable. The £5 fee applies only to changing the date or time, not to cancelling the ticket for a refund.
Since the ticket was already modified under these conditions, we’re unfortunately unable to cancel it with a refund.
We appreciate your understanding.
Kind regards,
The Omio Team
Thak you for your help!!!!!!
April 27, 2026
Reply from Omio
Hi Lívia,
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
Awful awful awful service
Omio is the worst company in travel that I have dealt with. Going from Hanoi to Ho Chi Minh City was such a nightmare and headache. I refuse to use them again and have deleted all their apps, etc. I paid in full for a ticket expecting a smooth situation. They did not give me the name of the company or anything pertaining to it. No bus number no schedule no anything. Absolutely avoid this plague.
April 27, 2026
Unprompted review
Reply from Omio
Hi etc.,
We’re sorry to read about your experience and understand how frustrating this situation must have been.
We would like to take a closer look at your booking and the ticket details. Please update your review with your booking number so we can locate your case and assist you further.
Kind regards,
The Omio Team
Excessive cancellation charge
I made a double booking for Eurostar on Omio. I realized the mistake within 30 seconds and canceled one of the tickets immediately. However, Omio charged a cancellation fee of €109 out of the total €278. Despite multiple emails and calls, Omio has not responded for weeks. I am requesting a full refund of the cancellation fee as this was a clear accidental duplicate booking recognized and acted upon instantly.
March 31, 2026
Unprompted review
Reply from Omio
Hi 임정욱,
We’re sorry to read about your experience and understand how frustrating this situation must have been.
During the booking process, our system includes a warning to help prevent duplicate bookings, which is shown before confirming the purchase. Once a booking is completed, any cancellations are processed according to the fare conditions set by the provider.
That said, we have forwarded your case to our Customer Support team for further review. They will get back to you as soon as possible to follow up on your request.
Kind regards,
The Omio Team
For a world with more professionals like Nelson C.
For the first time in a long long time, I called a customer service . I had so many bad experiences before with customer services but last night, in the middle of the night, I received a very friendly and professional service from a fantastic professional named Nelson C.
Thank you a Nelson C, I hope you can read this message . People like you make so much difference! All the best .
April 27, 2026
Unprompted review
Reply from Omio
Hi Andre,
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 Ralph,
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
A very good and reliable app
I have used the Omio app now for a few years and cannot fault it. Extremely easy to use and get copies of your bookings also sent to your email. Also keeps you up to date with any schedule changes which is a plus as trains can be unpredictable at times in Italy. I am yet to use the ferry option which I will be trying later on in the year. Thanks Omio to an a very reliable app
April 6, 2026
Unprompted review
Reply from Omio
Hi Mr David,
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
Reply from Omio
Hi Rifat,
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'm very pleased with the service
I'm very pleased with the service. They sorted out and resolved my issue very quickly
April 26, 2026
Reply from Omio
Hi Kateryna,
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
Great Customer Service from Zakithi.
Great Customer Service from Zakithi.. Patient and Helpful. Explained in detail what I needed to do. Thank you.
April 25, 2026
Reply from Omio
Hi Denise,
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
Very bad customer service!
Very bad customer service!
The bot is not work. There is a loop and it repeated and repeated.
I have a problem to cancel my booking since March to end of the April, still no answer and no refund.
March 25, 2026
Unprompted review
Reply from Omio
Hi Baharmalek,
We’re sorry to read about your experience and understand how frustrating this must have been.
After reviewing your case, we can confirm that your ticket has now been refunded. This was due to an issue on our side, and we sincerely apologise for the inconvenience caused.
You will receive a confirmation email with the refund details as soon as possible.
Warm wishes,
The Omio Team
The service I received from the various…
The service I received from the various representatives, especially, Sandrine.
April 25, 2026
Reply from Omio
Hi Milts,
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
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