Opodo Reviews

Name: Opodo
Address: -, - -, London
Rating: 1.04

1.0 Rating 1,743 Reviews

1 %

of reviewers recommend Opodo

1.0

Based on 1,743 reviews

Shipping & Delivery
Delivery Methods	Own Driver
On-time Delivery	Greater than 7%
Accurate And Undamaged Orders	Greater than 64%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.1 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

About Opodo:

Opodo.co.uk is part of the Opodo group; the first truly Pan-European online travel company. Opodo UK gives travellers one-stop access to flights with over 500 airlines, 80,000 hotel properties, travel insurance, city breaks, Eurostar breaks and car hire.

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Opodo 1 star review on 31st October 2024

Joe Lee

Alison

Elena

Anonymous

Anonymous // 01/01/2019

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“THE WORSE EXPERIENCE AS A CUSTOMER OF ANY SERVICE PROVIDER The most incompetent service I ever experienced. Because of a change in my flight timetable - which know forces me to stay one night in Nairobi with the implied additional costs - I had to call more than 10 times and the process is lasting more than 2 weeks. I had to wait more than 10 minutes on the phone in at least 4 or 5 occasions to then give up. They forwarded me to other departments which then did not hear me on the phone or just did not pick up. You cannot get in touch with the airline yourself, they have to do it, what just adds more links in the communication chain and therefore inefficiencies. Even worse, they make YOU call them to confirm THEIR changes (no email option, of course). Moreover, they sent me a very confusing email canceling my flight outbound flight on the 17th of October - when my flight was actually on the 18th of October. The best: they still asked you to call them if you wanted a reimbursement - seriously? And, yes, EVERYTHING IS STILL IN PROCESS. I still do not have an email or something written that confirms the flight timetable, even though they told me on the phone that they would send me a confirmation email in 24h, and I am flying in 2 weeks. I LOST A LOT OF TIME WHICH IS MONEY AND I STILL DO NOT HAVE ANYTHING IN WRITTEN FORM THAT CONFIRMS MY FLIGHT. They surely are keeping my money, though!!!”

Helpful Report

Posted 5 years ago

“!!!!! AVOID THIS COMPANY !!!!! Pity there's no zero star button ! I bought a return trip from Newcastle UK to Marseille. I bought insurance to cancel for medical reasons. I sadly had to cancel. I have tried for 2 weeks to claim a refund . The flights were via Air France who have tried to help me. Had I used AF they would have refunded me. Opodo wont. They gave me incorrect insurance company ( a company in USA who do not deal with opodo) Incorrect reference numbers , incorrect instructions as to accessing the correct part of their website. They have a joke "robot" helper you can only access through FB Messenger and its useless. They do not answer the phone at their "customer service" centre ( that's a joke I assume). I have a legitimate claim. They have £425 of my pension. I wish I had read the reviews before I used them.”

Helpful Report

Posted 5 years ago

“I would give zero stars if I could. I booked hotel and flights July 19 and got an email through saying the hotel was booked bit the flights were cancelled. Went on the webchat and their advisor told me my whole booking was cancelled. I checked with him ‘flight + hotel? Full amount just over £1300’ and he said yes. Thankfully this is is Facebook Messenger web chat which ive exported. After only a small part of the refund came I spent over 6 hours on webchat being told my flights had been refunded BUT my hotel was never cancelled! I emailed someone the chat export. They said it was an adviser error and needed to pass it to a higher team. I heard no more so chased and got an email saying they’d refund me the remaining amount which was just over £800 for my hotel. I then had just over £300 put into my account a couple of weeks later... random! Again I complained via emails and they apologised and said they’d pay the remaining £460ish within 10 working days. After 12 working days I emailed and they said sorry, they’d chase the Finance team. 4 further emails unanswered since, another week passed and no refund! I put a message on their facebook page today but no acknowledgement. I have never known such incompetence!!! If I was an elderly person or not so clued up I’d have given up by now, but tomorrow I’m completing the small claims court paperwork and they can reimburse those costs too! Utter stupidity, unprofessionalism, incompetence and horrific customer service. I’ll tell everyone I know never to use them, its basically theft! If anyone wishes to see I have all the web chat transcripts and emails ...will happily share to save someone else going through the same terrible experience!”

Helpful Report

Posted 5 years ago

“I booked a flight with Opodo to India (travelling with Emirates) and travelled on the 26/08/2019. Booking everything went fine until I got to the airport and it transpired that Opodo had provided incorrect information about luggage weights for Emirates. I was 3kg over the allocated weight for cabin luggage and so they charged me an extortionate fee. Emirates asked me to provide evidence that I had been informed of the wrong details. When I did they then promptly ignored it and said I needed to take it up with the agent Opodo. I did via Opodo's complaint system and more than a month later have yet to be contacted in any way by Opodo. This is extremely bad customer service by Opodo, both before and after travel. I won't be booking through them again and advise others to avoid them as well. -- update -- The day I wrote a review on a public review site Opodo suddenly contacted me. Denied all knowledge of my complaint that had been made via the system they direct you too. Asked me to furnish all the details again, along with evidence on their site of the false information that I had been provided with. I compiled by pointing out two webpages on their site that had false information and then (same story as Emirates) they ignored the evidence and told me that I had looked at the wrong webpage on their site - apparently one correct webpage cancels out two webpages with completely incorrect information.”

Helpful Report

Posted 5 years ago

“Really upset about the bad service and in detail: 1. impossible to call any number (I live in London and I thought I would go to hammersmit Opodo Office since I have been trying to call for 5 days) 2. I paid the "free cancel option" and find out later that I'll pay 20% of the ticket than for legal issue is more correct to cancell the advertising "free cancellation" 3. My problem was that instead of going from London to Miami I have to go to NYC. After 5 day whit not dialing I bought a ticket from miami to NYC....not whit Opodo ofcourse.... Very bad service (indeed non-existent) I sincerely believe that it is not legal not to have active phone numbers and for fake advertising.”

Helpful Report

Posted 5 years ago

“I booked flights for myself and 4 family members in January this year. I went through Skyscanner and had hoped to book with Travelup, who I have used previously and found excellent and very reliable. The flights were from London to Livingstone (Zambia) via Johannesburg {outward} and from Lilongwe, Malawi to London, via Johannesburg {return} Travelup had no availability left, so used Opodo. One ticket was for a child, aged 14; when I printed off the paperwork for the booking after paying, I found that (1) Opodo had charged a booking fee of £103.66 extra (there was no mention of any booking fees while I was going through the online booking process), (2) in the payment section was the note: Please note: if your booking includes passengers between 12 and 15 years old at the time of travel you may be eligible for a partial tax refund. When I began the online booking I entered the information that there were 4 adults and 1 child passenger. Opodo had charged for 5 adults, thus I paid air passenger duty for 5 passengers even though one was a child. The child air passenger duty was abolished several years ago. I tried several times to contact Opodo to ask for a refund of this extra tax paid. I had no success getting through to anyone at Opodo. Finally I managed on online chat session (with the conversation showing on the screen) and was told I couldn't be given any refund before the flights. We would have to take the trip, use the flights, then apply for the refund afterwards (later in August). I had so much trouble contacting Opodo and getting any help or response that I do not now feel it is worthwhile pursuing a claim of refund for air passenger duty for the 14 year old member of our family. Also, information on the website indicated I would have to pay a charge to Opodo for handling the request for a refund. I will never use this company again. I feel they are dishonest in the way they conduct business. Once they have got the payment they make it almost impossible to contact them again and you only find out about the added 'service charge' after you have sent payment. They have sent lots of e-mails offering discounts from future bookings with them, but I would never use them again. (It would have cost me less if I had booked directly with the airline!!)”

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Posted 5 years ago

“after the collapse of Thomas. Cook we tried desperately to re book with another company as quickly as possible. We did this online but the outgoing flight was still pending 48hrs later. Received an email an hour or so ago to congratulate us that our flights were confirmed only to receive another a few minutes later saying that actually only our inbound flight was confirmed and they couldn’t book us on our outbound flight. Have rang the company to request a refund to be told that they can’t give a full refund and want to give us only £300 back! What an absolute joke they have taken over £800 of us. We now have a flight back but not going out! Surely this is fraudulent? They haven’t supplied us with flights both ways! Are they making more money on the current situation that holiday makers are Faced with. We need a full refund ASAP to enable to try and rectify our current situation if not We are going to have to take this further. This is shocking treatment and should never be allowed to happen. I would appreciate your comments Opodo. Booking number”

Helpful Report

Posted 5 years ago

“NEVER EVER buy from these scammer! As they are an absolute bunch if stealer!!! Below is the true history of what they did to me and see their response to my complaint Hi before I bought the ticket from your website, I checked Ryanair it was €26.99 then I had a look at your site to see if there was any cheaper one which it showed €15.77 and said all taxes and service charges were included. I proceeded to the very final page where I was asked to inter my card number and click purchase the ticket and the price still showed €15.77 and I clicked and purchased the ticket Now the confirmation email was a DISASTER email to receive! It said €26.99 charged by Ryanair why? since I was quoted only €15.77 that included everything!!! And more horrible than that, that my card was charged another €20 by opodo separately which I was never told about that, again why this??? I could buy the ticket from Ryanair website for only €26.99 but I was charged €47 in total and was never told about this at all??? Now I regard this as an absolute stealing and DO NOT want to hear anything except to have my money refunded as soonest possible Thanks Their respond to my complaint: Dear Dawood, With regards to your booking reference 4728964378. the service fees booking are non refundable. Opodo service fees are independent of the price of the products and non-refundable in any case, as they are charged for the service provided by Opodo for the search, comparison and assistance in the booking process. Kind regards,”

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Posted 5 years ago

“Booked Thomas cook flights through opodo and they don’t want to know fobbed me off with sorry but still book with us Absolutely not no sympathy at all we are gutted by there response please do not use these people 🤬”

Helpful Report

Posted 5 years ago

“Flight booking did not indicate that I had to change between airports in Paris. Want to cancel but totally unable to contact customer service. Their online chat function is a joke, pretends to be human then sends you back to the bot. Avoid!”

Helpful Report

Posted 5 years ago

“I'm just bored of all the promotion emails, a continuous stream of messages intended to drive traffic, which offer discounts with conditions that only a tiny percentage of customers could possibly meet. Want £30 off? Only if you spend £600 on flights and a hotel with us! - Sorry, no.”

Helpful Report

Posted 5 years ago

“They didn't confirm my flight back from Antalya to Münster. I paid my ticket. Costummerservice it tooks my 25 min. To teach then a call from Turkey to Paris. Help was not possible, only refund my ticket the flight who was not confirmed, I had to book a new flight by myself and nobody is paying my telephone cost. Next beter booking nu airline direct.”

Helpful Report

Posted 5 years ago

“Opodo scammed me 255 euros via their car hire. Opodo took out money initially, then the car company also took out money from my account as they never received the money from opodo for the car rental. I spent 4.5 hours trying to get through to care hire department in opodo. Customer service gave me 3 phone numbers to different car agencies, who have no affiliation with opodo. Then when I called back after ringing these numbers, opodo customer service hung up on me when I asked why they gave me false numbers to different car agencies. I spoke to a customer service representative that kept telling me not to worry about my money, and they could not tell me who the care hire department of Opodo actually is and who my money went to. Customer Service in Opodo are very rude, kept hanging up, and saying it is not their problem. I would advise people to stay away from Opodo as they are scammers. I hope they get shut down for fraud.”

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Posted 5 years ago

“very very dodgy company please be careful”

Helpful Report

Posted 5 years ago

“I booked a flight to Germany but they kept changing the dates and playing around so I requested a refund as I had no other choice it’s been nearly 2 months and every time I’ve called they’ve either said wait 2 days for the money or they hang up on me. The worst customer service I’ve ever come across all the operators are liars and they shouldn’t be able to even exist.”

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Posted 5 years ago

“I booked a holiday for my partner and I to fly from Gatwick Airport to Gazipasa (Turkey) with a change over in Istanbul. 1 month before flying I recived an email stating our flight date had change from 7th June to 5th June however our connecting flight to Gazipasa was still on the 7th June. Due to childcare and work commitments and the fact we had to sit around in an airport for 2 days!! We asked for a refund. They stated due to giving reasonable options for flight change (how the above is reasonable I do not know) I had to wait 90 days for my refund! Well it's now been 110 days and I still have to wait another 7 days for my refund. Customer service is shocking it took hours of being on hold or ages talking to a robot on Facebook before putting me though to a agent only to be told there is nothing they can do. Safe to say I will never be using this company again!”

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Posted 5 years ago

“Worst company I have ever come across. Do not use.”

Helpful Report

Posted 5 years ago

“Never use this company. Truly the worst outfit that I've ever dealt with. I booked flights and a hotel through them. They booked the hotel but not the flights. Now I've been charged £800 for flights which I don't have and I'm left with a booking for a hotel that I can't get to because no other flights are available. There is a £200 cancellation fee for the hotel. Customer service people can't or wont resolve it. There is no complaints resolution procedure. The only email address is in their terms and conditions document and it doesn't work, emails bounce back. When you commit yourself to a booking by pressing the submit button, you have a contract with them but it doesn't mean they are guaranteed to provide what you think you have booked. Avoid them like the plague and book direct if you can - their claims to get cheaper prices are fiction.”

Helpful Report

Posted 5 years ago

“Worst company in terms of customer care.”

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Posted 5 years ago

“I booked a multi city flight. Was advised I could add baggage after receiving confirmation when i tried to add bags it advised i had to call the call centre which i did to be told they couldn't and i had to call the airline who advised me it wasnt possible. Never heard if this before and why did they sell a flight saying i could add bags online after i paid to be told i couldn't customer service was not help at all. I will not use them again or advise anyone else”

Helpful Report

Posted 5 years ago

Opodo is rated 1.0 based on 1,743 reviews