Opodo Customer Service Issues

I recently received a cancellation notice for my flight from the airline, yet my booking on Opodo doesn't reflect this change. While I attempted to secure a refund from the airline, I was informed that this wasn't feasible as the reservation was made through a third-party, in this case, Opodo. I am seeking clarity from Opodo regarding the steps they will take to assist me in obtaining a refund or a voucher given the circumstances. My flight is scheduled in 2 days, and though I tried to cancel online, it seems this can only be done over the phone. I've encountered long wait times on the phone line, and unfortunately, German-speaking support isn't currently available. I would appreciate more transparency and information from a service like Opodo in situations like this.

In January, we booked and paid for a flight through Opodo with booking number [redacted] for April 8th, [redacted], from Singapore to Berlin via Doha. Due to travel restrictions, we managed to change the flight to Qatar Bangkok-Doha-Berlin for April 5th, [redacted]. We were stranded on Koh Samui without being able to check in for the flight. Confusing information appeared under booking number RNBXUG with Qatar, and the flight we needed was not confirmed. Eventually, we booked alternative flights ourselves and arrived back in Berlin yesterday evening, incurring high costs. Opodo has now offered us vouchers via an automated email, but we are seniors and are not interested in vouchers but in receiving a refund for a service that was not provided. We have been unable to reach Opodo's customer service. The flight is still not visible on Opodo's platform, and Qatar Airways still displays incorrect information. What should we do?

I had a canceled flight that made it impossible for me to take my trip. I followed your advice and tried to get a refund from the airline LUXAIR. Initially, my travel plan for the weekend was to go from London to Luxembourg on the 21st and return on the 22nd. Due to the cancellation, the new plan offered was to fly from Luxembourg to London on the 22nd and back on the same day. Since I live in London, this new option doesn't work for me, and I would like a refund for both tickets. Do I need to submit a new request for the flight from Luxembourg to London? I just received a reply from Luxair stating that only my travel agency is authorized to refund my ticket. Can you please assist me with this matter? Best regards, Catia Dias Booking details: -Flight Booking Order number: L2JSUB -e-Ticket number(s): [redacted][redacted] -Booking Number: JIWPOD

My spouse and I have upcoming flights to the UK on May 22, [redacted], with Etihad from Bangkok to Manchester, scheduled to arrive on May 23, [redacted]. We find ourselves in Goa presently as our flights to Thailand got canceled. Despite being under lockdown, it appears that we may soon have the chance to opt for flights back to the UK instead of heading to Thailand. Our top priority now is figuring out the most suitable and cost-effective way to either get a refund or credit for the Etihad flights. Unfortunately, we've been unable to reach Opodo via email to address this matter.

Due to the current pandemic, I was informed by both Ryanair and Aer Lingus to contact you directly as we were unable to fly to Prague and back home on the 17th to the 20th of March due to the Czech Republic closing its borders. Carelessly, both airlines proceeded with the flights, disregarding passenger health concerns. My partner and I, both with respiratory issues, are now seeking a refund as traveling poses serious health risks due to the global pandemic. My booking reference number is [redacted]. I have attempted to contact your company several times, only to be hung up on or directed back to the airlines, who claim they cannot help as I booked through a third party agency. Your prompt attention to this matter is greatly appreciated before I pursue further action with my complaints.

I booked my flight through Opodo with booking number [redacted]. Last October, I made a reservation for a trip from Hamburg, Germany to Palermo, Italy with a layover in Munich (and back) on Lufthansa for the 25th of July [redacted] (flights LH [redacted] and LH [redacted]) and return on the 3rd of August (flights LH [redacted] and LH [redacted]). Opodo contacted me via email on the 29th of March [redacted] regarding the possibility of a voucher or flight change due to the corona crisis, but the "yes" button in the email was unresponsive, and I couldn't make my selection. I would appreciate it if you could resend me another email where I can indicate my choice for a voucher or rebooking. Thank you in advance. Best regards, Prof. Dr. Annette Runte.

I made an error with my booking last Saturday. I have been trying to reach customer service since then, but my booking number [redacted] wasn't recognized. The flight was from Denpasar (Bali) through Moscow to Berlin. I also attempted to contact them via email with no success. I wasn't aware that this flight is only for Russian Visa holders, as I thought it was simply a transit flight. After booking, I realized I would need to collect my luggage and go through check-in again during the layover. The flight details are DPS-Moscow: PCA3NO, Moscow-Berlin (Schönefeld): PCDYXR. I would like to cancel both flights, please help! Silvia Csentei.

I have a record of a conversation with an agent from March 10, [redacted], confirming my cancelled booking and £[redacted] refund request. The agent assured me that the refund would be processed within 10 working days, but it's been 16 working days and I haven't received it. I've tried contacting operators with no success. On March 10, an OPODO agent informed me that they had canceled my wife's flight, initiated a refund, and confirmed our eligibility for a refund from the airline within 10 working days. Now, it's been 17 working days with no refund, and I can't reach an agent. Their system shows no record of the cancellation. I have a full conversation with the agent but can't get assistance now. We can't afford to lose this money, especially when we were promised a refund that hasn't materialized. The lack of customer service and numerous complaints against OPODO are concerning. I feel we are being mistreated by a dishonest company.

Dear Opodo, I would like to address my recent booking with the reference number [redacted]. Unfortunately, my flight from Munich (MUC) to Tel Aviv (TLV) with Pegasus Airlines, reservation code K9JVE2, was canceled by the airline. I have agreed to the refund, as requested by Pegasus Airlines. According to the carrier, the refund has already been processed to the agency's account since 10/03/[redacted]. I kindly urge you to promptly transfer the refund to me and provide me with an update on when I can expect to receive the reimbursement for this flight. Thank you, Andrei Rudov

Subject: Urgent Assistance Needed for Return Flight Issue Dear Sir/Madam, I am writing to express my urgent need for assistance regarding the cancellation of my return flight from Nairobi to Manchester, scheduled for 21/3/20. Due to this sudden change, I am currently stranded in Kenya without the necessary resources. Unfortunately, contacting customer service via phone has proven challenging with extended wait times on international calls. Despite being advised by Opodo's live chat team that email correspondence is unavailable, I am hopeful that my situation can be addressed promptly to secure a return ticket home. Your attention to this matter is greatly appreciated. I have included all relevant details for your reference. Thank you, Guleed

I booked a flight from Alicante to Stuttgart on the 26th of March on the 20th of March. It was indicated that cancellation was possible within 24 hours. I noticed that Lufthansa/Eurowings had a flight on the 21st of March, so I made a new booking with reference V7E2NB. I tried calling the number provided in the booking confirmation multiple times on the 20th of March, but it was constantly busy. I also attempted to cancel online using the booking number, but encountered difficulties. On the 23rd of March, I sent an email at 6:57 requesting a cancellation. Although I received a confirmation of receipt assuring processing, I was informed that I need to request a refund using the contact form, which was malfunctioning. It's frustrating that while Opodo offers a 24-hour cancellation policy, it's impossible to reach them via phone or email on the 20th and 21st of March. I am seeking a fair refund. The flight on the 21st of March was with Eurowings as well. Please provide an update.

Dear Customer Service, I am reaching out regarding the following booking: Booking number: [redacted] Passenger names: Dominik Recker (myself) and Sandra Weinhofer (my girlfriend) I am looking to cancel the following two flights: - Eurowings: F9ZS5F - WIZZ: XH62WA I have attempted to cancel these flights on the Opodo, Eurowings, and WIZZ websites, but have been unsuccessful in obtaining a voucher or canceling the bookings. Opodo directs me to the respective airline websites, where I am instructed to contact the travel agents. I am unable to cancel these flights manually, and I kindly request your assistance with the cancellation process. If necessary, please provide me with a voucher for these flights. Due to the current uncertainties, I am not looking to rebook at this time. I understand that you are busy, but I would appreciate any help you can provide. If possible, communication in German would be preferred. Thank you for your assistance. Best regards, Dominik R.

I made bookings for two flights through Opodo in Thailand using reference numbers OPODO #[redacted] and OPODO #[redacted]. The flights were canceled due to the pandemic. Seeking a refund, I contacted customer service and was prompted by an automated message to input my ten-digit Opodo reference number. However, upon entering each reference number, the system responded with "I'm sorry, we do not recognize this number" and disconnected the call. I have attempted this process four times in the last two weeks without success. Despite being advised by email to contact the airline directly for changes due to its budget status, I am directed back to Opodo each time. This situation has left me feeling stuck in a loop.

We had a reservation for flight A3 [redacted] from Athens to Bologna departing on April 3rd at 13:40 for four passengers (B.A. Melandri, C. Bonfiglioli, M.Santamaria, and A. Sandonati). The flight was canceled due to the coronavirus. After asking for a refund from Aegean Airlines, we were instructed to proceed through Opodo. I submitted the refund request online, but have not received a relevant response from Opodo. My attempts to contact the Call Center were fruitless as the system indicated that my reservation number was not found. Interestingly, the same reservation number worked fine when using it online on Opodo's website.

My name is Wolfgang Metzler, and my reference number is [redacted]. I had a flight booked from Dalaman to Manila on 13.3.20 with a return on 17.3.20. Unfortunately, my flight to Manila was significantly changed and ultimately canceled from Doha to Manila. The return flight was also completely canceled. Despite numerous attempts through phone calls, chats, and emails, I have been unable to reach Opodo to request a refund for this booking. After a month of trying to contact them, all I received was a request for permission to negotiate with the airline on my behalf, without specifying the details. The service center line has now been canceled, and the only available option is a phone number with no response. I would appreciate any advice on how to obtain information about the status of my refund for the booking mentioned. Thank you for your assistance. Best regards, Wolfgang Metzler.

Dear Team, I am reaching out regarding the cancellation of multiple flights by Cabo Verde Airlines in March [redacted], affecting my flight along with my parents' and grandma's journeys. Despite assurances from several Opodo customer service representatives about receiving refunds, we have not received any money as of April. I have references for their refund ([redacted]) and mine ([redacted]). Furthermore, due to the Covid-19 situation, TAP also canceled my parents' and grandma's return flight to Lisbon. Even after being told by Opodo customer service that we would receive vouchers related to this return flight, we have not received anything in my email inbox. There has been no refund for the outbound flights and no voucher for the return. The references provided are for Edreams booking: OO95XZ. I kindly request your assistance as TAP is not providing the vouchers, indicating that Opodo/Edreams, as the ticket purchasers, should handle this matter. Your prompt help in resolving these issues would be greatly appreciated. Thank you.

My flight, my parents', and my grandma’s flight on the 4th of March [redacted] were canceled by Cabo Verde Airlines. Despite assurances from multiple Opodo customer service representatives regarding refunds, as of April, we have not received any money. The refund status indicates it has been approved, but no funds have been received. The references for the transactions are [redacted] (theirs) and [redacted] (mine). Subsequently, TAP canceled my parents’ and grandma’s flight back to Lisbon due to Covid19. Despite promises from Opodo customer service, we have not received the vouchers for the return flight in my email. The reference for the booking is OO95XZ with Edreams. We are facing financial strain as they are stranded in Brazil, aged 73, 65, and 90 years old. I urge Opodo to address these issues promptly by refunding the necessary tickets and providing the entitled vouchers. Your assistance in resolving this matter promptly is greatly appreciated. Thank you in advance for your attention to this urgent matter.

I purchased return flights with Opodo in September [redacted] for Banjul on 16/12/20. I also bought insurance through Opodo. I received a cancellation email from Opodo due to Thomas Cook's liquidation. They initially promised a full refund, but later said I had to go through the insurance company. The insurance company directed me back to Opodo, as did my bank and Thomas Cook's team. I am uncertain how to proceed to get my refund. Additionally, I rebooked the same flight through Opodo and ended up paying twice. Can someone please provide assistance with this matter?

Hello, I had booked a round trip flight to Martinique from April 17th to May 2nd but the outbound flight was canceled. (ref: #[redacted]) LEVEL airlines informed me that I could opt for a credit or a date change. The credit is only valid until December 31, [redacted], which I find UNACCEPTABLE! Regarding the date change, there are barely ten dates available on their website, so we would have to stay for a month to hope for a round trip. For example: departure on May 17th with no return available until June 18th... My sister is in Martinique until the end of June because she is a school teacher, and my father, my younger sister, my fiancé, and I had booked tickets to visit her. This trip cannot be postponed; we haven't had a family vacation in over 6 years, and a large part of our savings went into paying for these plane tickets. Do you have any other options or the ability to request an exceptional refund from the airline for our tickets? Please help us, thank you in advance. Have a great day.

Dear Opodo Team, I purchased a "flexible flight ticket" for a domestic flight in Thailand from Surat Thani to Bangkok through your website. Due to the change in my return flight from Bangkok to Germany to the 17th of May, I need to reschedule my domestic flight to the 14th of May. Despite paying extra for a "flexible ticket" to your company, when contacting Opodo by phone, I was directed to reach out to my airline, NOK Air, who informed me there would be no free changes. I am disappointed that after investing more money in a flexible ticket, your company seems to disregard its contractual obligations. I am a social media influencer and will express my disappointment if my concerns are not addressed. Please review my travel details and assist me promptly this time. Flexible travel dates via Opodo/Policy number: [redacted] Travelers: Thomas B. Tanju K. Total price for the Flexible Ticket: €22.40 NOK AIR booking number: [redacted]3 Wednesday, April 22, [redacted], from Surat Thani (URT) to Bangkok (Don Mueang) (DMK) I hope for your assistance. Best regards, Tanju K. and Thomas B.