Travelgenio Reviews 

I bought an air ticket via travelgenio on 11th Aug (from Amsterdam, via Istanbul, Hongkong, to Shanghai; departure date 12th Spe; return date 15th Nov)

I was not accepted by the airline on 12th Sep due to the local authority suspended the transitioning between Istanbul to Hongkong)

No one picked up my phone.

I want my money back (557.63 EUR)

Our flight has been cancelled in March due to the corona crisis and still we have no refund.
Travelgenio is now saying they transferred the money 3 weeks ago but still I do not have the money on my bank account.
I already asked 3 times to check this but no reply only that the money is refunded. Which is not true. My bank also advised me to get in contact with you as they cannot see if the money is transferred already.

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!

I have been waiting on a refund for over 2 months now. No way to contact and no responses. I have been needing to make a change to my form of payment for return as my card was stolen. I will be filing a complaint.

I'm being scammed. I have more than 10 bookings made with them, they never reply any emails, messages, impossible to get them on the phone. The customer service email is a scam as well, I see they keep telling people here to use that. You might as well not bother.
I contacted a lawyer.

[Travelgenio SL #3731722] Travelgenio. Refund for booking MQACYY. This is my booking in February. Got the email said will be refund. But until now. Nothing happened..no answer email. No telephone can reached. Where is my money. Very bad experience with this site. No responsible.

Question: How to get your money back from Travelgion?
Answer: Request a chargeback (not to them of course).

The following steps got me back the full amount paid to Travelgenio. In total it took me 4 months and 2 weeks in order to get it right.

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0. Share this instruction freely and without moderation.

1. Get your booking confirmation with your payment details.

2. (try to) Contact Travelgenio, ‘on the record’. i.e. send an email asking for your refund to their various email addresses you find on the web. Be clear and polite.

3. And engage an ODR request through the European Commission. (That was actually my first attempt to be refunded, finally it was a good way to show one attempt to get in touch with Travelgenio and my willingness to find a solution with them).

4. (Maybe) wait until your request expires. (I waited the 3 months, no result.)

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5. Contact your bank telling them that you want to launch a chargeback request. The bank will tell you the details of their payment service provider (i.e. a "payment and transactional services company").

6. Contact the payment service provider. Follow their instructions helping you to compile a file for your case. Get your info ready for the phone call: credit card number, booking dates, first attempt to contact Travelgenio. In my case, I then got a case number and an email address to which send my formal request and proofs.

7. Write an email with a description of the events: booking, cancellation and the fact that the airline refunds Travelgenio (because they are the airlines’ customer and not you). Describe the different attempts to contact Travelgenio (email & ODR request + the absence of a contact form on their website). Attach all the PDF documents you have so far: booking, contact attempts, etc.

8. Some inspiration for the beginning and ending of the email:

‘I am writing to you in order to complete my file of a payment dispute. It concerns a purchase of airline tickets from the travel agency Travelgenio S L. The purchase took place on [date]. It is a round trip for [number] people between [origin and destination] with a transit in [airport]. Details of the booking and payment are attached to this email.’

[everything about your case]

‘In view of the circumstances described above and the apparent refusal to respond to my request, I wish to contest the payment and recover the money transferred to Travelgenio.’

9. Submit your request to the payment service provider and … wait. (1 month and 17 days later the money was back on my account).

10. Good luck.

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Ik probeer jullie al sinds Maart 2020 te bereiken voor onze geannuleerde vlucht naar San Francisco. Ik wil graag mijn geld terug maar jullie ontwijken elke vorm van contact. Erg jammer en onprofessioneel!

Als ik een email stuur met mijn boekingsnummer naar customer.service @ travelgenio.com krijg ik de volgende reactie:

Unfortunately we have not located any reservation with the indicated data. Please make sure you write using the email address you used to make the reservation and indicate the Booking ID found in the confirmation email (numerical code) in the subject of the e-mail.

Graag een reactie en follow up. Alvast dank!

Requested a refund before the COVID-19 pendemic in february and they are saying they cannot give a refund becuase the airline did not authorize it due to COVID-19. not only that statement doesn't make any sense but i have been waiting more than 110 days to get this refund of more than 1500 canadian dollar.

Travelgenio posts automated messages to complaints placed on Trustpilot but still has not responded to solve the issue.

Travelgenio is a scam! I try since APRIL almost every day to call them and text them so frequently, no response, nothing! Yes, I even tried it on the email address of the customer service! Nothing. Is a lawyer now necessary? I NEED HELP! It is a shame how they leave their customers alone in this Pandemic!

Total scam artists. Travelgenio are taking advantage of customers during a pandemic. Avoid at all costs.

After trying to contact your company several times, regarding a current booking, with no response even emails to customer.service at travelgenio.com, deliver no response. Maybe you can provide your clients with more clarity in these times. Please provide a telephone number of someone who can help as the airlines will not help us as we booked the tickets through an agent (Travelgenio). Kindly assist so your company can stop have such bad reviews which will cause clients not to book by you again. Come on prove us all wrong

My flight has been cancelled and I've send email and phone calls, but I 'haven't heard any reply or information about my cancellation since. My best option is the new tickets, because one way tickets was cancelled and back way not. There is no option to send you a confirmation via email or a contact form.

Please contact me asap about my new flying option or refund options or possible ticket changes.

Flights were canceled due to COVID-19 and we have been chasing them for 3 months now!!!
they do not reply to emails, they don't answer the phone. nothing.
this company is a scam.
They keep claiming they cannot locate the reference number where it is clearly stated from THEIR email.
never ever ever book via Travelgenio. never.

I booked my flight through Travelgenio with Gulf Air for April 02 2020. Due to Covid -19 the flight was cancelled and I had an option to reschedule the flight for free or receive a full refund for the portion of the return flight by Gulf Air. I needed to contact Travelgenio if i wished to receive the refund. I contacted Travelgenio both via their 'contactform' online as well as via e-mail several times without acknowledgement or response. They will only take phonecalls for new bookings and state to be understaffed to deal with all Covid-19 related inquiries. It has been more than two months without any acknowledgement of my communications. All other airlines or travelagents have either confirmed rebookings or refunded me within 30 days.

I'm trying to call you for weeks now. Still no answer. I’m writing emails and nothing. I want to know if I can cancel my booking because of corona.
This is not a way to communicate with your clients!

Hello dear travelgenio
Why you don't reply me I try to contact you many times but no single reply i get by you
Dear travelgenio my flight has been cancelled so please tell me about my refund and contact me as soon as possible

Thank you

Ik heb een grote klacht tegen uw luchtvaartmaatschappij wegens onverantwoordelijkheid.

Ik heb op 21 januari 2 enkele reizen gekocht op travelgenio voor 20 maart 2020 van Jerevan via Boekarest naar Brussel.

Op 14 februari ontving ik een e-mail (zie bijlage) dat mijn vlucht is geannuleerd en dat ik contact met je moet opnemen voor nieuwe vluchtinformatie. Dit werd uiteindelijk gewijzigd in Yerevan via Moskou naar Brussel op 20 maart om 04.55 uur (Yerevan lokale tijd).

Toen ik op de dag van mijn vlucht naar het vliegveld ging, bleek dat je de tijd van mijn vlucht veranderde van 04:55 uur tot 07:50 uur zonder contact met mij op te nemen. De tweede vlucht van Moskou naar Jerevan om 9.30 uur bleef ongewijzigd.

Vanwege het coronavirus kan niemand naar Rusland reizen BEHALVE TRANSIT TOERISTEN, daarom werd mij bij de incheckbalie verteld dat dit ticket niet langer een transfervlucht was, wat betekent dat ik toch niet op tijd zou zijn, omdat ik dat wel zou doen land om 10 uur in Moskou. Ze zeiden dat ik 2 nieuwe kaartjes moest kopen !!! Een ticket voor de prijs van 166485 AMD = 310 EUR. Dus in totaal 620 EUR.

De volgende dag, toen ik al in België was, besloot je eindelijk om me te laten weten dat mijn vluchttijd is veranderd. Als dat zo is, waarom heb je de tweede vlucht dan ook niet veranderd van Moskou naar Brussel, wetende dat ik toch niet op tijd zou zijn? Dan hoef ik geen 2 nieuwe tickets te kopen !!!

Ik probeer al DAGEN contact met je op te nemen. Niemand die ik kan bereiken en die mij kan helpen dit probleem op te lossen. Ik ben van mening dat dit een volledig onverantwoordelijke manier is om dingen te doen en ik eis een terugbetaling van 620 EUR omdat dit niet onze schuld was! Ik hoop op een professionele samenwerking zodat ik ook in de toekomst vluchten blijf boeken bij uw luchtvaartmaatschappij.

I have a major complaint against your airline for irresponsibility.

I bought 2 one-way tickets the 21st of January on travelgenio for the 20th of March 2020 from Yerevan through Bucharest to Brussels.

On the 14th of February I received an email (see attachment) that my flight has been canceled and that I must contact you for new flight information. This was eventually changed to Yerevan through Moscow to Brussels on March 20 at 4:55am (Yerevan local time).

When I went to the airport the day of my flight, it turned out that you changed the time of my flight from 4:55am to 7:50am without contacting me. The second flight from Moscow to Yerevan at 9:30am was unchanged.

Due to the coronavirus no one can travel to Russia EXCEPT TRANSIT TOURISTS, that's why I was told at the check-in desk that this ticket was no longer a transfer flight which means that I was not going to be on time anyway, because I would land in Moscow at 10am. They said I had to buy 2 new tickets!!! One ticket for the price of 166485 AMD = 310 EUR. So a total of 620 EUR.

Then the next day when I was already in Belgium you finally decided to let me know that my flight time has changed. Well if so, why didn't you change the second flight too from Moscow to Brussels knowing that I was not going to be on time anyway?? Then I wouldn't have to purchase 2 new tickets!!!

I've been trying to contact you for DAYS. NO ONE I can reach and who can help me solve this problem. I consider that this is a completely irresponsible way of doing things and I demand a refund of 620 EUR as this was not our fault! I hope for a professional cooperation so that I keep booking flights in the future with your airline.

Thanks in advance