Travelgenio 

I put a star only because I can't put 0 !!! On April 1st you received your refund from the Eurowings company! 16 days have passed and not only has the refund not been credited to my bank account but you are not able to reply to emails !!
SI5EKN

I bought my flight tickets last year in February and as of today there has been no effort in providing me with a refund. My flight was cancelled by Air Malta in April 2020 and they refunded all their customers but travelgenio was denying having received the money back and didn’t issue the refund to me.
They don’t answer to emails and copy and paste a stupid comment under each review. This is disgusting and I hope nobody will ever buy from you even after Covid.

Hi. I'm still waiting for Travelgenio to give me my money back. It's been 10 months and I haven't received the money. The message is the same: the airline has to give its ok. I think what is written about you is true that you are fooling people.

Dear Consumers,
I highly recommend that you avoid doing business with via TravelGenio. Regardless of the price of the tickets, this agency is unfortunately unable to offer a suitable level of service. I believe I have worked hard for my money and I no longer think I can afford to throw it away for services from companies that are unable to provide a suitable quality level of service.

My case: Purchase by credit card in January 2020 5 tickets for a round trip ITALY - CANADA - USA flight for summer 2020 (after about 20 years of waiting we are finally able to plan a trip to America with my family). I also purchase an insurance policy for cancellation (for any reason).

Following the lock-down and the international emergency procedures, I inevitably have to give up my trip. I cancelled the reservation. Reimbursement procedure started with TravelGenio.

In the first instance I am refused the refund and offered the voucher. Secondly, after having highlighted the cancellation policy plus the law decree that for plane reimbursements EX ART. 28 LAW DECREE N.9 / 2020 they inform me that my case is being evaluated.

Subsequently I am informed that there is a process of about 2-3 months. I wait patiently giving the benefit of the doubt. Also because they have certainly received an incredible volume of requests.

I finally received a message via e-mail at the beginning of December confirming my refund. Time 15 working days and I will receive a refund on credit card.

15 days have passed and the holidays have passed. No refunds, no emails, no phone calls. I write emails asking for explanations, no answer.

I sincerely believe I have lost my € 3,500. I would have waited patiently or I would have done everything possible to accommodate the TravelGenio staff. These are extra-ordinary times. But I think I have come to the conclusion that this company is not serious, it is definitely under staffed and is unable to create a customer base on which to promote a prosperous future guaranteeing high level of quality service.

I will never trust TravelGenio again. I invite you to avoid entering into business relations with this company.

Antonio
PS - In my heart, I am still hoping they will come true, should they make it I promise I will revize this post and inform you. I don't count on it though.

08/01/2021: I just received a response from TravelGenio via Trustpilot. I thank them for their quick response. I have written to the address they provided. Lets see if anything happens.

08/01/2021 (part 2): I received a quick automated e-mail with a link. Clicking on the link a claims form opened asking me to specify how TravelGenio can help me. I compiled it and confirmed the contents. Let's see
08/01/2021 (part 3): So I received another quick message. This is impressive. It was basically the same message I received on the 1st of December 2020 saying that I will receive reimbursement on the next 15 days. Let's see
08/01/2021 (part 4): Ok so ... not satisfied I kindly requested for the customer service to share with me the problems they were experiencing since the message I was sent (and I thanked them for it) was identical to the one received on the 1st of December. Surely, I thought, there must be a person behind these e-mails that can understand my turmoil and state of mind. Again I received a very rapid response with a link, that I could use to lodge my request. Clicking on the link this time, I was informed that my request was being processed and that an agent will shortly get back to me. SO .... These messages are automated as they have standard context and seem to be processed via some sort of automated program (like a bot). Maybe there is a person who is working on my case. I don't know, if I was a betting man I most probably would not bet on my reimbursement in 15 days, but I will tell you about it. Stay tuned.
22/01/2021 (part 5): Hi everyone listen to this ... I contacted AirCanada directly aking them if they had info in reference to my reimbursment. Not only did they answer my questions within 10 days of my e-mail (instead of 14 days), they actually confirmed to me that my tickets were fully reimbursed on the 5th of Oct. 2020.
22/01/2021: I tried contacting TravelGenio via their customer service web site. This is the response I got: "The ticket you previously created with your request is already being processed. If you have any additional information to provide, please wait for us to contact you". So while I wait for them (still), I wish all of you a great week-end. Antonio
26/01/2021: (part 6) :( - Received this same message after I kinldy requested an update from TravelGenio, they resent me the same message (for the 3rd time).
27/01/2021: (part 7) ALL HOPE IS NOT LOST! I called TravelGenio today. After spending a few minutes on hold I actually spoke to a real person. I was told to be patient :)

Il 06/03/2020 ho acquistato un volo Alitalia Milano Linate - Palermo sul portale Travelgenio per il successivo 07/04/2020. A causa della crisi da COVID-19, il volo è stato cancellato SENZA ALCUN PREAVVISO da parte di Alitalia. Solo il 05/04/2020 ricevo da Travelgenio la seguente comunicazione:
"Dear Customer,
We are contacting you to inform you that in case your flight has been cancelled and the airline authorizes full refund of the tickets, we will proceed requesting it for all affected tickets.
As soon as the airline approves such refunds, the amount will be refunded to the form of payment provided when making the booking.
We will continue to keep you informed of the progress of the refund process.
For those cases that the airlines don’t authorize full refunds, we will contact you with more detailed information including the possible alternatives.
We are sorry for the inconvenience this situation beyond our control may cause you.
Kind regards,
Travelgenio.com"
Dopo svariate richieste di informazioni a mezzo mail al loro Customer Care (non rispondono mai al call center telefonico, né in italiano né in inglese), nel dettaglio:
- 05/04/2020: prima richiesta di informazioni
- 30/04/2020: primo sollecito
- 06/06/2020: secondo sollecito
In data 20/06/2020 ricevo finalmente la seguente comunicazione:
“Please do not reply to this message, as it has been sent automatically.
Dear client,
We wish to inform you that, in accordance with the procedures established by the airline,
we have requested the refund of your reservation.
As soon as the refund has been authorised, we will return your money to you using the same payment method that was used for the original purchase.
The authorisation process can take between 6 and 8 weeks, depending on the company.
You do not need to respond to this email, or take any further action.
You may monitor the status of your refund in the “My Trips” section on the website.
We apologise for any inconvenience.
Best wishes,
--
--
Gabriela
Customer Service Representative”
Dopo un mese e mezzo di silenzio assoluto, l’11/08/2020 provo a mettermi in contatto direttamente col Customer Care Alitalia, e nella fattispecie con la linea dedicata ai rimborsi per cancellazioni legate alla crisi COVID-19. Vengo informato che solo Travelgenio può chiedere il rimborso totale di questo volo. Il giorno stesso faccio presente la cosa - per l'ennesima volta - al Customer Care Travelgenio a mezzo mail. Il giorno successivo ricevo la seguente comunicazione:
"Spettabile cliente,
La informiamo che abbiamo effettuato il reso della sua prenotazione.
Nei prossimi giorni riceverà il rimborso sulla sua carta o conto corrente bancario.
Cordiali saluti,"
Dopo 5 giorni lavorativi mi rendo conto mio malgrado che dal rimborso del costo totale del volo pagato sono stati detratti 30€. Contatto ancora una volta il Customer Care per email per avere spiegazioni in merito, e mi viene riferito:
"Dear Customer,
Every refund request has a service fee of 30 EUR which is discounted from the final refund.
The service fees are not refundable as published under our Terms and Conditions.
Kind regards,
--
Customer Care Team"
Questa è una condotta commerciale a dir poco mendace e truffaldina, perché il sottoscritto non ha mai chiesto cancellazione preventiva del volo ma è stata la stessa Alitalia a cancellarlo per via del lockdown. E sia Travelgenio con la prima comunicazione del 05/04/2020 e la seconda del 20/06/2020 (in cui non si fa ASSOLUTAMENTE menzione dei 30€ di presunto costo del servizio) che Alitalia tramite linea Call Center dedicata, hanno confermato il mio diritto ad un rimborso TOTALE.

While I have used travel agencies for as long as I can remember, Travelgenio will be the reason I will never do so again in the future. My family had several flight connections cancelled due to Covid 19 - while I understand these are special circumstances, these flights were due in March 2020. Travelgenio failing to refund 1400 EUR up until now and still blaming it on the pandemic is ridiculous. All airlines involved have since already refunded their customers, while Travelgenio continues to hold their customers money.
I'd highly recommend paying the additional surcharge of booking with an airline directly, at least you won't have to worry about dealing with a company like this if your flights get cancelled.

UPDATE: Not only have another few months passed and still no update/ reimbursement from Travelgenio, but also are they now trying to claim a purchase using my contact details was never made - I cannot stress enough how much you need to stay away from this company

I trully believe its a scam.

I trully believe its a scam.
They changed my flight and added an extra layover and I asked for a refund.
No one got back to me.
AND on top of that i paid £167 and it seems on their website it says £87 or something similar and out of that refund is £41!
Its a joke, not reliable, do not answer emails and I can't even call the numbers that I found online, because you can not find them anywhere near their website or emails.
AND they only send DONOTREPLY email's.
Its a joke!!!!

THE WORST ORGANISATION EVER!! Please people out there don't use these guys they will con you, they can't even respond to emails, will not answer calls, please never use these people

The worst agency anyone could ever deal with.
Booked a flight, did 2 insurances (flexible flight and gold insurance) and still customer service is not able to even change me the flight. I found easy flights to be changed to, same airline, travelgenio is blaming I need to pay a €2.000 difference. The flight only costs $200. These agencies that rob customers should not exist

This company deserves less than one star. They are capable of taking your money, but beyond that, will not engage with you ever again. Countless emails and phone calls have been placed to resolve an involuntary change to itinerary, beginning three weeks ago, still no response. You will not be able to contact your airlines directly, as everything must go through Travelgenio. So we are now stuck in a limbo of the flight not making sense (one leaves before another arrives), however Travelgenio ignore us.

Avoid AT ALL costs.

Mofos in one word
Mofos in one word. April flights booked and cancelled by the airline in March yet, no refund received. Our reservation falls under Covid-19 waiver policy based on both criteria (1. Travel dates Jan-Nov; 2. booked on/before 15 Mar). I'm working in the Chargeback Department for one of the American Travel Agencies hence, I'm well aware of all the regulations, eligibility and the refund process so all the bul***t you get from them via email/calls/forms is crap! If you're eligible for a full refund, you're surely eligible to get it and they're just holding your money!

Data: Thu, 23 Jul 2020 06:16:58 +0000 (UTC)
Oggetto: [Ticket #3754891] venice-toronto 23 may -6 june

Dear client,

We wish to inform you that we have made the refund you requested on your reservation.
Following the procedures established by the terms and conditions of your insurance, the refund will be made within a maximum of 15 days, and will be made using the same payment method used for the original purchase.

You do not need to respond to this email, or take any further action.

You may monitor the status of your refund in the “My Trips” section on the website.

Best wishes,

--
Customer Care Team

HO RICHIESTO L'ANNULLAMENTO DELLA PRENOTAZIONE TRAMITE LA POLIZZA "PROTEZIONE ANNULLAMENTO PLUS" DA VOI OFFERTA......NON HO ANCORA RICEVUTO ALCUN RIMBORSO......NON CAPISCO PERCHE' HO PRENOTATO SVARIATE VOLTE CON LA VOSTRA AGENZIA SENZA NESSUN PROBLEMA ED ADESSO MI RITROVO AD ELEMOSINARE QUANTO DA ME PAGATO. ATTENDO VOSTRE COMUNICAZIONI . grazie

poor customer service - impossible to get someone on the phone

There's no way to contact them telephonically to change my booking.

I've been emailing info@ and customer.services@ for three months about a refund and have yet to receive a single response from Travelgenio.

Ho effettuato prenotazione voli (in data 08/12/2019) per Venezia -Sydney con pagamento polizza "Protezione Annullamento Plus(in modo da avere il rimborso garantito del'85% del prezzo biglietti). Ho effettuato annullamento in data 21/05/2020 e, aldilà di una email in "automatico" con un N° di pratica non ho ricevuto altro. Oggi(10/06) effettuo una verifica e, trovo i miei biglietti ancora validi(e non annullati!!!), ho provato per ore a contattarli ma sono IRRAGGIUNGIBILI. Ho effettuato un nuovo "annullamento"(ricevuto in automatico un nuovo N° di pratica)e vediamo cosa succede. Trovo semplicemente ridicolo nonchè scandaloso che almeno non si "degnino" di inviare una mail per scusarsi.
I have booked flights (on 08/12/2019) to Venice-Sydney with payment of the "Cancellation Protection Plus" policy (in order to have a guaranteed refund of 85% of the ticket price). I have made a cancellation on 21/05 / 2020 and, beyond an email in "automatic" with a number of practice I have not received anything else. Today (10/06) I carry out a check and, I find my tickets still valid (and not canceled !!!), I tried for hours contacting them but they are UNACHABLE. I made a new "cancellation" (automatically received a new N ° of practice) and let's see what happens. I find it simply ridiculous as well as scandalous that at least they do not "deign" to send an email to apologize. I also publish this email with English translation to get to know as many people as possible about "who" these gentlemen are .....

I wrote several times to info@ and customercare@ to get information for the refund of the ticket I had purchased to go to Brazil. This was cancelled due to coronavirus (COVID-19), also due to the situation in which Brazil is facing is very bad and the ministry said that flights to Brazil are limited for essential reasons only. In addition, Swiss Air informed me of the cancellation of flights. In addition, I had paid an additional fee in the booking for cancellation and shifting of dates. No one answers me, the site blog 'travelgenio it/pages/contatto' doesn't work when I select any option in the help box. When I call they say that concerning COVID19 they will not answer by phone, but online only.

They not answer..i feel like i not had to call agency because my flights was deleted...

as many many many other users that i found below this comment i got my flights deleted but i m not getting any answer by the costumer care service . if i dont get any answer and any moneys back this is going to be a real fraud and i will go in police office and start a legal action.