Opodo Customer Service Issues

Subject: Follow-up on Opodo Communication Good evening, I recently booked a flight to Manila through your website, which was canceled. Last week, I spoke with your customer advisor, Mrs. Müller, regarding further flights to Manila and possible coronavirus-related cancellations. Due to the current pandemic situation, we decided to use the travel insurance we purchased from you to ensure the return flight. Mrs. Müller then provided us with the confirmation email attached. However, this morning, I received another flight cancellation email instructing me to contact you, which surprised me as I had already canceled the entire flight. I tried to reach your hotlines between 14:00-18:00 without success, incurring high costs while waiting on hold in London, Paris, and later in Berlin. I also contacted Swiss, who confirmed they have no record of our booking being canceled, despite what your advisor mentioned. As a customer, I find it challenging to access your service, incurring costs without clear answers. Please contact me regarding the cancellation process. The flight is scheduled for the 19th of February. I have made efforts as a customer but see no willingness from your side to resolve the issue. I expect you to cancel the flight as agreed. If I am still charged, I will involve my legal insurance, as stated in the terms and conditions by Mrs. Müller. The booking number can be found in the attachment. Best regards, Laurence Schmidli From: Sandra H. Sent: Monday, February 3, [redacted] 1:07 PM To: Laurence Schmidli Subject: Fwd: Opodo Begin forwarded message: From: [redacted] Subject: Opodo Date: February 3, [redacted] at 13:01:33 CET To: [redacted] Opodo Dear Customer, Thank you for contacting us. Booking number: [redacted] / [redacted] Upon being informed that you do not accept any alternatives over the phone, we have forwarded a request to our specialized department, who will liaise with the airline to obtain a full refund. Please await their response. Thank you for choosing Opodo. If you have any further questions, feel free to reach out. Best regards, Your Opodo Customer Service

I had my return flight from New Chitose, Sapporo, to Narita, Tokyo cancelled. I had to buy a new ticket from a different airline. I reached out to Opodo's international customer service twice regarding a refund. They assured me they would email me the refund process, but I never received the email after checking my spam folder. Additionally, the customer service representatives were impolite and not helpful. I did receive a cancellation document from the airline as confirmation.

Bonjour, j'ai déjà envoyé un e-mail mais je n'ai pas reçu de réponse. Les photos de l'hôtel que nous avions vues ne correspondent pas à la réalité. De plus, la propreté laisse à désirer, une odeur nauséabonde émane de la salle de bain tous les jours, ça sent les égouts. Chaque fois que j'en parle à la réception, ils envoient simplement un membre du personnel de ménage qui masque l'odeur temporairement avec du désodorisant. Cela ne fait même pas une semaine et nous sommes déjà très mécontents.

I would like to cancel reservation [redacted]. The outgoing flight to Faro with EasyJet was canceled, and they mentioned that getting a refund may require your assistance. Consequently, I no longer need the return flight from Faro to Gatwick with BA on Thursday. It is important to inform BA out of courtesy, as I am unable to cancel directly with them. Can you confirm if you are in charge of the refund for the canceled EasyJet flight? I am feeling extremely frustrated that I cannot reach you directly. Please inform me about the refund status and assist with canceling the BA reservation.

I've spent over * hours on hold with OPODO in the past week. Each time I get disconnected after a long wait. Yesterday, after waiting for thirty minutes, I finally spoke to a representative who assured me he would email me the flight cancellation confirmation needed for my travel insurance claim. Regrettably, I never received it. I simply need an email confirming my canceled flight. Booking Reference: [redacted].

Hello, I am currently in Cambodia and unable to contact Opodo. I have a flight booked for the 27th from Phnom Penh to Shenzhen with a connecting flight to Heathrow. I am aware that the flight from Shenzhen to Heathrow has been cancelled, so I am exploring alternative flights. I have insurance through Opodo and booked my flights with them. Can I book a different flight and then request a refund from Opodo once I am back in the UK? I am unable to call Opodo from Cambodia due to a lack of roaming, so would I be refunded for any additional costs incurred from calling them while in Cambodia? My insurance number is [redacted] and the Shenzhen airline reference is MGDT55. Thank you in advance for your advice. Best regards, S.

I have contacted your services several times, often with over 30 minutes of waiting time billed at €0.80 per minute, to inquire about the possibility of obtaining a wider or more spacious seat on the Amsterdam to Nairobi outbound flight. Until today, I was informed that seat reservations were not open. I managed to reach Kenya Airways even though your services provided me with an incorrect number. They informed me that as the booking was made through Opodo, it is your responsibility to provide me with this service. This morning, one of your agents informed me that all "special" seats had already been allocated. I am an obese person weighing [redacted] kg. I have requested this seat many times since confirming the flight booking. This is unacceptable! Please take the necessary steps as soon as possible and keep me informed.

Dear Sir or Madam, I have noticed that you have deducted more than the displayed booking amount from my account twice and refunded it once! (See attachment) How is this possible, and now I have received an email stating that the booking was unsuccessful?! I kindly request you to refund the money promptly to the account provided below! My bank details are: Jennifer Lisa Wasilewski Card nr: 4[redacted] 6[redacted] Amount: [redacted].18€ I await your prompt response! Yours sincerely, Jennifer Wasilewski

Subject: OPODO-Booking # [redacted] / Flight Cancellation Due to Coronavirus Our return flight from Manila to Frankfurt via Beijing was canceled on March 1, [redacted], due to the coronavirus situation. Following that, the connecting flight from Beijing to Frankfurt was also canceled. An Opodo assistant requested our IBAN for the refund related to the booking number mentioned above and the cancellation reason. To process the refund, please find the required bank details below: Account Holder: L. K. Riess IBAN: DE60 5[redacted] 0[redacted] 66 BIC: GENODE51REW Bank Name: Landbank Horlofftal eG We expect the refund of EUR [redacted].14 within the next 7 days. Thank you. L. K. Riess

I fell ill and was unable to catch my Emirates flight on 22/12/19 which I booked through Opodo on 14/12/19. Attempts to contact Opodo to cancel on 20/12/19 were unsuccessful as they were unresponsive. I managed to cancel with Emirates directly but have not received any response from Opodo after sending two emails and a letter. My insurance company requires a Cancellation Certificate for a refund, which I couldn't obtain due to Opodo's lack of communication. The stakes are high, and I stand to lose over £[redacted].00. Any advice on how to proceed would be greatly appreciated.

Dear Opodo, I received an email informing me that my flight from Hanoi to Frankfurt scheduled for February 20, [redacted] has been canceled. The ticket number is [redacted], and the booking code is PEYPVG, LWVMBW. I am concerned about receiving a refund for this flight. Due to the cancellation, I had to book an alternative flight for February 21, [redacted] from Hanoi to Frankfurt with ticket number [redacted]. This alternative flight was considerably more expensive. I kindly request compensation for the price difference I had to pay for the Emirates flight. I have always had great experiences booking flights with Opodo in the past and would highly recommend your service. I hope for a positive resolution and look forward to continued satisfaction with Opodo in the future. Best regards, Nele Bunje

Hello all, I made a flight reservation from Catania (Italy) to Malta for Tuesday, February 11, [redacted], at 6:30 am. My booking reference is [redacted] - Flight No. Air Italy IG [redacted]. Unfortunately, Opodo did not notify me about the flight's rescheduling/cancellation. I tried contacting Opodo at the airport without success, as the service hotline directed me to Air Italy. When I called Air Italy, they informed me they had notified Opodo on January 24, [redacted], about the flight cancellation. As no assistance was provided, we had to book new, expensive flights out of our own pockets. I would appreciate any advice on how to resolve this unpleasant situation.

I recently made a booking with Opodo for a trip to Malaga. The flight was scheduled to depart on easyJet on 15.2.20 and return on Ryanair on 23.2.20. My booking reference number is [redacted]. I received an email notifying me that my easyJet flight EZY [redacted] has been cancelled due to adverse weather conditions. I am currently looking into alternative travel arrangements to still make it to Malaga and intend to use my return flight as planned. As my payment was made to Opodo and not directly to easyJet, I kindly request a refund for the cancelled easyJet flight from you. Thank you for your help. Best regards, E.S.

Dear Sir or Madam, I am writing regarding reference number [redacted]. On 9th February [redacted], due to cyclone Ciara in London, my flight EW465 from Heathrow, London to Cologne, Germany with Eurowings was cancelled less than 24 hours before departure. My booking number with Eurowings is I8sPPI. Despite contacting Customer Service and being assured of information on my refund process, I have not received any updates after the initial 48-hour period. I hold Europ Assistance Insurance. Your prompt attention to this matter would be greatly appreciated. Yours faithfully, Miss L. Atley

I received an email from Opodo regarding my booked flights from Shetland to Exeter with a layover in Glasgow. After contacting them, I was informed that the carrier wanted to switch me to a morning flight from Glasgow to Exeter, even though the Shetland to Glasgow flight is scheduled for the early afternoon. This scheduling overlap would require time travel to make the connection. Whenever I call Opodo, I end up speaking to someone who then attempts to transfer my call, leading to disconnections. The carrier mentioned that the issue lies with Opodo as my booking doesn't reflect the change. They advised me to follow up with Opodo for clarification.

Booking Number: [redacted] Today, I had the most unpleasant experience at the airport that I've had in all my travels. I frequently travel and through your website, I purchased two plane tickets from Bangkok to Phuket, along with two 20 kg suitcases. I paid a total of €[redacted].32. Upon checking in at the Nok Air counter, I discovered that the luggage fee had not been processed. Being 24 weeks pregnant, this upset me greatly. I even received an email confirmation from Nok Air stating the luggage fee was outstanding. They requested nearly €[redacted], but I eventually paid [redacted] baht (€60). I also tried contacting your carrier for assistance, but the call abruptly ended after a few minutes. I am requesting a refund of the extra luggage fee I was charged. Best regards, T.K.

Hello, we had booked flights to Taiwan through Shanghai with China Eastern Airlines via Opodo. We have recently discovered that due to the coronavirus, we will be required to undergo a two-week quarantine upon arrival in Taiwan, essentially taking up our entire holiday. After speaking with the airline directly, I was informed that we could cancel the flight and receive a refund since we made the booking before January 28th. However, we are required to cancel through Opodo, who unfortunately never seem to answer their phone. I have been stuck in a waiting queue for hours, only to have the call eventually cancelled.

Dear Team, After receiving an email from Opodo informing me of a price change for a flight and not confirming the new price, I have decided to book with another company. Therefore, I would like to cancel the original flight. It was unexpected to receive a check-in reminder from Odigeo/Opodo for this flight. Thank you for your understanding and assistance in canceling the booking, if necessary. Kind regards, Karin Müller

I recently reserved a trip to Athens from May 11th to May 25th through Opodo. Unfortunately, I encountered an issue with the outgoing flight on British Airways where hold baggage couldn't be arranged. Opodo suggested that I contact BA directly. However, when I checked BA's website, it stated that modifications should be handled by the booking platform. Opodo has refunded the hold baggage fee, but I am now seeking a full refund. I have attempted to reach Opodo via email without success and couldn't find a contact number on their website. I tried calling through a provided number, but the automated system was unhelpful, leading to a 30-minute hold time before I had to hang up. In the meantime, I urgently need to start looking into alternative flight options.

Due to the coronavirus, my NCL cruise from Hong Kong to Japan got canceled. As a result, I needed to alter my return flight from Japan to the UK and incur £[redacted] in fees. Both my insurance company and NCL are requesting specific documentation, including proof of airline ticket cancellation, compensation details, and receipts indicating the form of payment. I booked my flights through OPODO, who only provided an email with the ticket confirmation and invoices but lacking payment method details and flight specifics. Despite multiple interactions with OPODO customer service, they have repeatedly sent the same documents that do not meet the requirements of my insurance and NCL.