omio reviews

I booked two train trips with Omio for my family of five and paid extra for the “fully refundable” fare option. Due to a family emergency, I requested cancellation well in advance of the travel date. I was shocked to be told that the tickets were non-refundable because they had been downloaded.

This was never shown during checkout or before payment. The condition was buried in the confirmation email — after I had already paid. When I asked for proof that this was presented before payment, no evidence was given. I was denied access to a manager or legal representative and told all other agents would say the same.

Here are the details:

Rome → Munich (Aug 18, 2025) ... Booking ...: 0784984696824487

Munich → Venice (Aug 23, 2025) ... Booking ...: 0131002808709858

Their system claims downloading voids the refund — but that makes no sense. Why would downloading a file count as "non-refundable," especially if the trip is canceled and the ticket is no longer usable?

👉 I live outside the EU and will not even be in Europe on the departure date. How could I possibly use this ticket?

If Omio is concerned about fraudulent cancellations, they could easily solve this without punishing honest travelers. For example, they could delay sending tickets and instead email a message like:

“Thanks for your purchase! Your tickets will be sent 24 hours before departure. You may cancel at any time up to ...cancellation deadline...”

This would work for both customers and the company.
Instead, they sent the tickets immediately, I downloaded them as part of my travel prep — and that became the reason for denying the refund.

This is not transparent. It feels like a trap, not a customer-first policy.

I bought a train ticket online to go from one city to another. But when I got on the train, the ticket inspector gave me a hard time. Even though I got my tickets early and saved them in my phone, the inspector said I didn't check in and made me pay extra. I thought it was unfair. I showed proof that I already bought the tickets, but the inspector didn't care. It was disappointing and ruined my trip.

I got my bus tickets really easily! But then I had a question about how to get my actual tickets. So I asked for help and this person named Hamdi was like, BAM! Here's your answer, super quick and helpful. I really appreciated it and now I'm totally ready to book more tickets with them because they were so awesome!

I recently had to make a last-minute change to my bus reservation, eh. I was really happy with the service I got from both the chat bot and the live agent at the carrier. The switch from the chat bot to the live agent went really smoothly and fast, and I was able to make the change I needed without any problems, with a confirmation coming through in no time. It was an easy peasy process that saved me a bunch of headache, and I'm grateful for how quick and helpful the customer service team was, eh.

The service I got from Stefany, the person helping me out, was amazing. She really paid attention, got things done quickly, and seemed like she really wanted to help me with my question. She was so fast at responding and showed that she cared about making sure I was happy as a customer. It was a nice change from the usual customer service experiences.

I had to deal with a cancelled train trip in Portugal back in July 2023 because of a strike. It's been 9 months now, and I still haven't heard back from OMIO customer service about getting my refund. It's so annoying how they always say they're too busy to help me, especially when it has cost me six train tickets. This kind of customer service is just not right.

The customer service experience I had with omio was so great. I had to change my train booking and got an email from this nice person named Uta. They were so helpful and friendly, you could tell it wasn't just some robot writing to me. Booking stuff online can be a bit overwhelming, especially changing things, but Uta's email really calmed me down. They explained everything clearly and made me feel taken care of. I really liked that personal touch, it made me feel like a valued customer. I think more companies should see how important good customer service is to the whole experience.

The guy who helped me out with my issue, Daniel, was really straight-up and honest about what I needed to do. I'd totally reach out to him again if I needed help. But man, I had to wait forever on hold before I could talk to someone. Omio should really think about bringing on more folks like Daniel to make their customer service better.

I had a really good experience with customer service when I sent an email in the evening. I was happy to get a quick and polite reply the next morning. The team was helpful and answered all my questions well. Overall, I thought the customer service was top-notch and very professional.

Despite screwing up my reservation dates at first, I gotta say I was pretty impressed with the customer service I got from the rep I talked to. Plamen was super helpful and chill when he helped me switch up my reservation. His communication was on point and he was all about solving my problem. He made a potentially stressful situation a whole lot easier. I'm grateful for all the work he put in to fix things up quickly. Thanks a bunch, Plamen!

My experience with Omio was really frustrating and disappointing, eh. I booked tickets for a group, but then found out the bus was full, you know? Omio did let me know about the problem, but trying to get a refund for the tickets was a total nightmare, eh. Even though I booked new tickets and had to pay again, I still haven't gotten my money back for the original tickets, you know? It's been over four weeks now and Omio hasn't responded to my requests for a refund, just keeps sending those generic automated messages, eh. Their lack of communication and taking responsibility is just not right, eh. Omio really needs to step up and start respecting customer rights, and stop dragging their heels on giving back money that belongs to us, it's just shameful, eh.

The Omio team was surprisingly helpful when I needed to change my seat on my ticket! I couldn't figure it out on the app, so I asked for help and they were really quick to respond. They gave me simple instructions on how to switch my seat and made sure everything was sorted out. I was really pleased with the excellent service they provided!

Are you sick of dealing with lousy service and people who just don't know what they're doing? Let me tell you, I tried out this service not too long ago and I was seriously impressed. The help I got was quick, polite, and all-around top-notch. It was such a nice surprise after being let down so many times. I'm definitely going to spread the word to all my pals and family!

I just bought some tickets that had limits on how much baggage I could bring. Although there was a little mix-up, Omio's customer service was amazing and quickly addressed my worries by swapping the tickets without any trouble. It's not often that you find such great service like that.

Melvin was great! He really put in the effort to help me out with my problem. Even though I didn't end up getting a refund for the trip I missed, Melvin went above and beyond to try to solve the issue. Turns out it wasn't Omio's fault, it was actually the bus company's pesky rules getting in the way. Despite that hiccup, I actually had a good experience using their services.

I gotta say, I'm really impressed with the customer service from the team. From the time I booked my ticket to when I got it, I felt like they really cared about me. They were quick to communicate and always answered my questions right away. Thanks for making everything so easy and hassle-free.

Oh my goodness, I was so pumped that Omio didn't just hit me up with a generic reply when I asked a question. They actually gave me a proper answer!

Man, Omio is so awesome! They helped me get my train ticket and it cost the same as if I had bought it at the station.