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

“We bought tickets on the Opodo website. On the website it was stated that the cancellation is free within 5 hours. Immediately after the purchase, we realized, that the connection between the flights was too short and we wanted to cancel the booking. First we tried to cancel via the website, it's says that to cancel, please call by phone. It was not possible to cancel by phone, because our reservation was not in the system and there is no way to connect to an agent without a valid reservation number. We tried to use the company's chat on the website, and after a long wait we were just thrown out of it. We wrote an email that we wanted to cancel the reservation. We just got an auto-reply for our letter. There was no other answer. That is, the company deprives you of any opportunity to use their free cancellation condition. The next day I was able to reach the support over the phone, but all they can offer is to a change for 400 EUR or a non-refundable cancellation. They also offered to write a support case, but there's no answer since several days. They don't want to solve the problem and fulfill their own conditions. I have no choice but to assume a deliberate deception. If you don't want to be tricked for you own money, don't get in touch with Opodo. P.S. We have screenshots of their cancellation promises, refusal to cancel via web-site, phone call logs, etc.”

Helpful Report

Posted 5 years ago

“I was trying to book tickets through Opodo. Total fare was showing £1772.49. When started putting in my credit card details the fare increased by £35.00. Again, when I put my debit card details fare came back to £1772.49. It is illegal to charge extra for credit card payments. Clearly Opodo doesn't care about this. Trying to rip off it's customers.”

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Posted 5 years ago

“I booked a ticket from Dublin to Dubai. While booking it showed that 1 check-in bag is allowed. After paying the money and finishing the booking, they say that bags are not allowed and asking for more money to add a bag. The flights are long-distance and without check-in bags, I can't travel. These guys are just a total rip off. Don't book with them. Their customer service is the worst as well. They don't help and you have to wait for a response for like days.”

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Posted 5 years ago

“Disgusting customer service. I booked a Thomas cook flight Two days before they went bust they still took my money on the same day Thomas cook went bust! they are refusing any refund absolute thieving bastards. This company should be investigated!!”

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Posted 5 years ago

“Compensation for a delayed flight was not paid to my friends until they involved Compensation Claims G B in Northampton.”

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Posted 5 years ago

“The website is very deceiving regarding final price of product and credit card charges. They claim their is no charge for using a credit card, however, at the last moment in the booking process you are hit with a £7.99 charge.”

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Posted 5 years ago

“BEWARE! Liars and thieves After Thomas Cook went bust a day before my holiday I was in a rush to find alternative travel. I found new flights through Momondo and I was taken to Opodo were I paid for them. I was then met with a screen saying "confirmation pending". After an hour of refreshing the page and seeing no change I decided to phone up to check. The woman I spoke to told me that I was booked on the flight and I would receive confirmation and the necessary details in the next few hours. I went to sleep. When I woke up I had an email from Opodo... "Dear Customer, We regret to inform you that your booking has not been confirmed" -This was true. My booking hadn't been confirmed even though they took my money and told me over the phone that I was booked on the flight. "We apologise for any inconvenience caused. Don't worry, no funds were withdrawn from your bank account, and if a pre-authorisation was requested, it was cancelled." -This was false. I found this out when I tried to book new flights and was unable to because I had insufficient funds. I had to wait 3 days for my money to be returned. I have since read similar reviews of people paying for flights through Opodo only for them to later be cancelled on them.”

Helpful Report

Posted 5 years ago

“BEWARE! Liars and thieves After Thomas Cook went bust a day before my holiday I was in a rush to find alternative travel. I found new flights through Momondo and I was taken to Opodo were I paid for them. I was then met with a screen saying "confirmation pending". After an hour of refreshing the page and seeing no change I decided to phone up to check. The woman I spoke to told me that I was booked on the flight and I would receive confirmation and the necessary details in the next few hours. I went to sleep. When I woke up I had an email from Opodo... "Dear Customer, We regret to inform you that your booking has not been confirmed" -This was true. My booking hadn't been confirmed even though they took my money and told me over the phone that I was booked on the flight. "We apologise for any inconvenience caused. Don't worry, no funds were withdrawn from your bank account, and if a pre-authorisation was requested, it was cancelled." -This was false. I found this out when I tried to book new flights and was unable to because I had insufficient funds. I had to wait 3 days for my money to be returned. I have since read similar reviews of people paying for flights through Opodo only for them to later be cancelled on them.”

Helpful Report

Posted 5 years ago

“WORST CUSTOMER SERVICE ever!!!! You should be ashame. Your "more than POOR customer service" if we call it like that just hang up on me and refuse to give me proof of payment!! Pretty sure this is not even legal, will check up with my layer later today. Disgusting!”

Helpful Report

Posted 5 years ago

“This company is horrific. Do not do any business with them. They are refusing a refund on a cancelled flight, when my travel companions have already received their money. I have been waiting for 4 months. They are ignoring emails, they have hung up on me, not put me through to management when requested, and have this 'script' they use when you ask for management - it goes like this 'Hello, hello, i cannot hear you'. I called back 3 times and got the same thing. I am taking this to Solicitors. They are DISGUSTING. STEER CLEAR OF THESE CROOKS.”

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Posted 5 years ago

“Don’t use this website, they stole my money.”

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Posted 5 years ago

“DO NOT USE THIS WEBSITE!!! DO NOT USE THIS WEBSITE!!! They are THEIVES!!! They stole my money! We bought a return ticket for one price in their website and the charges to my credit card were more than double, more than double!!! Customer service: ZERO, NONE, you call, send emails and NOTHING is done, absolutely NOTHING!!! The worst experience I ever had in my entire life!!! And trust me, I'm not that young... DO NOT USE THIS WEBSITE!!!”

Helpful Report

Posted 5 years ago

“WORST customer service and FRAUD business It is a nightmare to get in touch with customer service. You have that non sensical chat bot(which wants to log you in via facebook messenger so that it can take more data about you!) that asks you questions then you fill a form and wait for agent. If their agent does not arrive in 20 minutes, the timer resets and you answer the same set of crappy questions again and fill a form again. If you are lucky to get through to an agent after 40 odd minutes but if you have gone out for a comfort break, then be assured their agent will simply say in less than a minute(After their first 'Hi') that you are away so we are logging you out. If you are lucky to get hold to agent sometime, then you will be asked the same questions - reference number, email, which booking are you talking about(even though that is the only booking you have done). After that they will ask you what can I do to help. I told them I wanted to cancel one ticket of the two booked as one of them has passed away and the agent happily wants to take a short cut of simply refunding very basic amount. They may have sold you several insurances while booking but that makes no difference, agent wants to take short cut. Only after I pushed them, they said give us evidence and we will see what can be done. After you send evidence you are in a blackhole. No response nothing at all. Several followups give you response we are looking into it, we have escalated it etc etc. NON SENSE, CRAPPY, WORST, IN -HUMAN customer service. === Update, tried calling their customer service. First thing you will go mad trying to find their customer service number. You will be directed to chat with their stupid chatbot. IF you are lucky to find their contact number, their call center options don't seem to work. You enter the option, you are told that 'thank you for entering the reference number' and then told some other options to enter which on entering disconnects the call. This happened two times, after that I was waiting to get through the agent for 15 minutes. MORE UPDATE -------------------- Opodo's clumsy social care team member - Adeline(not sure it is human or machine) said the following: "We have split the affected passenger off the booking and have cancelled their reservation. A refund request has also been created for the airline's consideration and will update you should any additional documents be required. You can check on the status of the refund request on our website." I checked and found that nothing has changed. So I am dealing with complete frauds.”

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Posted 5 years ago

“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.”

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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.”

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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

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

Opodo Reviews