Omio

Simple and Direct

It was very simple and direct to make the change. I'm relieved that it didn't cost more, and I can relax about getting to Euston early enough to make my Eurostar transfer.

Very easy to use and to book

I was very pleased with the support I…

I was very pleased with the support I received. My issue was resolved quickly and efficiently. Communication was clear, easy to understand, prompt, and pleasant throughout the entire process. Thank you very much

I am writing to express my disappointment

I am writing to express my disappointment regarding the repeated changes in the pricing for adding extra baggage to my booking. Over the past week, I contacted your support team several times to add an extra suitcase. During this period, I was quoted different prices on multiple occasions, with the cost increasing from €13.50 to €18.80. This was quite frustrating, as I was actively trying to complete the purchase and was dependent on support assistance throughout the process. Although I have now successfully added the extra baggage, I would appreciate an explanation as to why the price changed multiple times within such a short period. As a customer, it is concerning to see the cost increase while waiting for assistance from your support team.

I cannot recommend Omio enough!

I cannot recommend Omio enough!! Thank you for helping me change my train ticket so easily and without any fee.

Firstly AI chat is very good for me…

Firstly AI chat is very good for me than other cases, to say your program is very well defined to meet my querries. AI pass to correct person during course to solve the matter in question. I am happy to solve the refund. Thank you to OMIO.

Complaint for unfair practice

My situation is so frustrating. I booked a Blablacar bus through OMIO based on information I saw on Google, then I discovered that pets are not allowed on the Blablacar bus. So OMIO made me do a back and forth with them and BlaBlaCar for more than one entire month For BlaBlaCar Bus trips, the policy is clear: pets are not allowed on board. So my booking (N. SHMIFE) was made via Omio. In that case, BlaBlaCar Bus is only the carrier: Omio is the company that sells and manages the ticket and the payment. Since the booking was cancelled by me (because I discovered that pets are not allowed), any refund or voucher for that cancellation has to follow Omio’s own conditions and must be processed directly by Omio through their platform. Unfortunately, OMIO keeps passing the buck to Blablacar and Blablacar to them because the latter cannot override or replace Omio’s refund policy from their side. In conclusion, €26 was stolen from me by OMIO. Never again. Steer away from them.

Appalling customer service

I bought a train ticket from Omio for a trip that was cancelled by the rail operator. Their advice was to claim a full refund from the retailer, I initiated that refund request almost a month ago and there is no sight of the money. I have been given many different reasons why they are unable to process the refund, from blaming the rail operator to their system being down. So I raised a dispute with my bank. Omio have now asked me to close the dispute as they claim that is the only way they can pay the refund, my bank says don't close it until they have refunded... I have asked several times to escalate the complaint to a manager and got nowhere. Now they are threatening another "process" that will take 60-90 days to refund me. Absolutely appalling customer service and they do not honour the conditions of carriage for the rail tickets they sell. I will not be using them again.

Tech issues and poor support

Booking system is glitchy, unresponsive, slow and will show prices of sold out tickets and then tell you they are sold out and show you the more expensive tickets instead. You have to fight your way through a poorly implemented AI chatbot to raise a support ticket properly. Their support team on top of that are barely more useful than the AI and seem to work off a rigid flowchart/set of instructions, and are wholly unwilling to take any steps to aid the customer, pushing it onto the individual rail provider. Will not be using them again.

Booked a trip from Hamburg to Paris

Booked a trip from Hamburg to Paris. The first trip between Hamburg and Mannheim was departing earlier than scheduled due to staff shortages. The info was never relayed via the omio app but visible in the db website, so the info was available. Would not recommend using the app and instead use the 1st party ticket and service providers for reliable and correct info. Also they will take responsibility and help out much faster with rebooking etc.

The live chat support was really good!

The live chat support was really good!! My issue was resolved quickly and by such a lovely support person! Minus one star only because of the long wait time in the queue.

I needed to update my ticket at the…

I needed to update my ticket at the very last minute and was honestly worried I’d be stuck, but the Omio team came through. They were quick to respond and stayed on it until they found a proper solution, not just a generic answer. Special thanks to Keisha M, who genuinely cared about getting this sorted for me and made the whole process so much easier. Really appreciated the support when I needed it most.

Ms Edisa - Appreciation

Ms. Edisa provided outstanding customer service during my interaction with Omio. She was incredibly attentive, listened carefully to my concerns, and made sure every detail was handled correctly. She helped me a lot — not just with the issue itself, but by making the whole process smooth and stress‑free.

I had issues with Omni very complicated…

I had issues with Omni very complicated and old systems and not fully integrated with trains . But Edisa B. Helped me professionally and efficiently resolved the problem . Train was cancelled as we were not even informed. I has to buy new tickets from Renfe . I spent 4 hours with AI could not do anything until I was connected to Edisa and she guided me to claim refund. Omni should be lucky to have an employee like Edisa . .