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
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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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Thank you, Omio – fair resolution
On April 14, I booked a taxi from the hotel to the train station so that I could travel by train with my son. However, on the way, the taxi had a flat tire. By the time we understood what had happened, the driver asked us to get out, and he was probably trying to move the car off the road.
The taxi company promised to refund the money. I tried to book another taxi, but the drivers were not confirming the ride. In short, by the time another taxi arrived and we reached the station, we had already missed our train.
Fortunately, I had enough money with me, and I bought new tickets for the next train departing one hour later, and we were able to continue our journey.
Omio has already refunded the unused train tickets I had paid for, and I am very grateful for that.
Despite the stressful and inconvenient situation, I appreciate that Omio handled its part of the issue quickly and responsibly.
Thank you for your prompt response, conscientious approach, and responsible attitude toward your customers.
25 April 2026
Reply from Omio
Hi fun.travel,
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
Chat with agent was great
Chat with agent was very straight forward. Changed my ticket and received confirmation email immediately
25 April 2026
Reply from Omio
Hi Ronan,
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
Once I got a live attendant on the…
Once I got a live attendant on the chat, she was able to resolve my issue and get me a refund for the cancelled ferry. Thank you
It took days of trying however.....my chat kept ending on me while waiting for a live person to join the chat.
25 April 2026
Reply from Omio
Hi Mary,
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 manage app
25 April 2026
Unprompted review
Reply from Omio
Hi Sandra,
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
Worst customer service
Worst customer service. Almost impossible getting to a real human. Ai Chat bot is poorly trained. Took 3 days for someone to email me back on a support case. When I finally found a support phone number buried in on their website and got the chance to talk to a real human, she spent the first 5 mins yelling at me about the difference between a cancelled trip and cancelled booking.
Avoid if you can, if you run into any issue like your train getting cancelled, don’t expect any help or support from them.
25 April 2026
Unprompted review
Reply from Omio
Hi Kelly,
We’re sorry to read about your experience and understand how frustrating this must have been.
This is not the experience we aim to provide, especially when you need support during a disruption.
We would like to take a closer look at your case. Please update your review with your booking number so we can locate your reservation and assist you further.
Kind regards,
The Omio Team
scammers
I double checked my ticket several times before purchasing it. The page reloaded and it sold me a completely different ticket without me knowing it. I lost money and my bus. The support didn't take responsibility for it, no refund.
Thank you, now I'm paranoid about sites changing information while I'm booking.
Response to response: I have already provided booking number to support and recieved bullshit that everything is logged and it's me who chose those stations.
23 April 2026
Unprompted review
Reply from Omio
Hi Vlada,
We’re sorry to read about your experience and understand how frustrating this situation must have been.
If your ticket includes flexible fare conditions, you may still have the option to change it or cancel it according to those conditions, and then book a new journey that suits your plans.
We appreciate you sharing your feedback.
Kind regards,
The Omio Team
Fast response
Fast response, very understanding of our circumstances and helpful resolving the situation.
25 April 2026
Reply from Omio
Hi Jessica,
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
Good Good Good
24 April 2026
Reply from Omio
Hi Alexander,
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 try to modify or cancel my ticket in…
I try to modify or cancel my ticket in less than 2 minutes doesn't work, but they said you have 16 minutes to do it. Than I try to contact customer service to get help nothing happens just the IA bot trying to give automatic answer don't help on nothing. I have to pay another ticket 36€ to travel! I try to get in touch 5 times with the service for a refund nothing! Nobody, no agent answer! Worst company ever!!!!! Ticket number CP-G6CB1GXA4A7A
19 April 2026
Unprompted review
Reply from Omio
Hi nunu,
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.
Kind regards,
The Omio Team
good service from daniel
daniel was very helpful and patient and took alot of care in fixing my problem when he didnt know the issue
24 April 2026
Reply from Omio
Hi k.mohan,
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 nice customer service
24 April 2026
Reply from Omio
Hi AT,
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 GANESH,
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 José,
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
Daniela C
Daniela C. helped me after reaching out numerous times with no answer or response
I appreciated her ability to make the changes I needed.
23 April 2026
Reply from Omio
Hi Lisa,
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
Reply from Omio
Hi Dorothea,
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
RIP OFF!!!
Buy your tickets DIRECT from the train vendor!! It's a RIP OFF to buy from them! I booked iryo tickets from MADRID to BARCELONA. I simply wanted update my booking and add luggage which is 10Euros only when bought directly from IRYO, but to add luggage through omio they are charging me 107.99 Euros!!! This is not ethical to charge more than x10 the price, taking advantage of your clients!
23 April 2026
Unprompted review
Reply from Omio
Hi Camille,
We’re sorry for the confusion, we understand how frustrating this can be.
With Iryo, adding luggage depends on the fare selected. Only certain fares (like Infinita) include larger baggage. Once a booking is completed, it’s not possible to add extra luggage to the existing ticket. To travel with additional baggage, the ticket must be upgraded to a fare that allows it, which is why the price can appear significantly higher.
These rules are set directly by Iryo, and we must follow their conditions.
Kind regards,
The Omio Team
Reply from Omio
Hi Hernando,
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
Thank you for the outstanding support
Thank you for the outstanding support. Changing our reservation was quick and hassle-free, and your team was extremely helpful throughout the process. Great service!
11 March 2026
Unprompted review
Reply from Omio
Hi Luiz,
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
Daniela was kind and helpful
22 April 2026
Reply from Omio
Hi Jodi,
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
SCAM ALERT: Omio Sold Unreleased Tickets & Shirked All Responsibility - Order #3991634
This review serves as a formal record of Omio’s deceptive practices and total failure in customer service regarding Order #3991634.
The Root Cause: Selling Unreleased Inventory. On April 21st, Omio’s platform displayed and sold tickets for July 24th, a date for which the official operator (LNER) confirmed that ticket sales had NOT yet been released. This "Ghost Listing" is the root of the entire error. The ultimate proof lies in Omio’s own agent, Kelvin, admitting that he could not manually change my ticket back to July 24th—precisely because those tickets did not exist in the system yet.
Betrayal of Trust & Unfulfilled Promises: Omio’s customer service culture is disgraceful. Instead of resolving a problem caused by their own faulty data, they chose to shirk all responsibility and blame the user. Agent Melvin explicitly promised a manual correction of the travel date, yet this promise was never fulfilled. They chose to retain my payment for a service they never had the authority to sell at the time of purchase.
Spurious Investigation: Omio’s template reply claiming "no alterations are made" is a blatant lie. Immediately after I reported the issue, Omio blocked the sales status of the July 24th listings on their app—a clear admission of the error they now refuse to refund. They are now using "internal investigations" to gaslight the customer and override their own staff's admissions of system failure.
Final Advice to All Travelers: Omio is merely an unreliable middleman with zero accountability. I strongly recommend using Omio only as a search tool. Once you find the train details, GO DIRECTLY TO THE OFFICIAL OPERATOR’S WEBSITE (e.g., LNER) TO BUY YOUR TICKETS. It is safer, more reliable, and you will receive actual customer support if anything goes wrong.
I have submitted all evidence—including chat transcripts of staff admissions and screenshots of the "Ghost Listings"—to my bank for a Fraud Chargeback.
22 April 2026
Unprompted review
Reply from Omio
Hi Qiang,
We’re very sorry to hear how frustrated you are, and we completely understand your concerns regarding this situation. We would genuinely like to take another look into your case and review all the details carefully.
Could you please share your booking number with us again? Once we have it, we’ll be happy to investigate further and do our best to help you.
Thank you for taking the time to explain everything in detail, we truly appreciate it.
Kind regards,
The Omio Team
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