I have now booked 3 trips through Omio.
The good:
Their site is relatively easy to use and works pretty well. You find the schedule, book, they send your tickets. You pay a relatively small fee for this service.
The bad:
I find their customer service relatively useless.
There are issues with the service and their standard response is some version of "not our problem, contact the carrier directly".
1. We booked a bus trip from Lagos to Seville. In the app, it shows it as a direct bus trip. We almost missed the bus because it turned out we had to board the bus for Lisbon and then change somewhere along the way. Omio never told us that. We were expecting a bus that said "Sevilla" on it. When I contacted them, they said that was the bus company's issue, not theirs.
2. We booked the train from Malaga to Madrid. Direct, high-speed train. They sent the tickets through the app, but did not send tickets with the carriage or seat numbers. When I asked in a chat, they told me the numbers, but when I asked for an updated ticket, they told me I needed to contact the train company for updated tickets.
Even worse, they did not bother to tell me that our train was not direct due to a problem with the tracks that has been ongoing for a month and that we needed to get to the station an hour early so we could take a bus to a station down the line to board the train there. Had we not gotten to the station early, we would not have made our train.
3. They advertise and promote a 2-day, 1GB eSim through Kolet and tell you you will get it for every new booking. I got it for ONE booking, but not for the others. When I contacted customer service, they told me that it was my responsibility to contact Kolet directly AT THE TIME OF BOOKING to request a new activation code each time and that it was now too late to get the codes.
When I contacted Kolet, THEY told me that the promotional code was available only once per customer.
VERY frustrating - I feel like Omio's customer service is awful. Not helpful at all.
My inclination is now to start looking for better alternatives as I find this incredibly frustrating, but worse, I'm afraid we will eventually miss a train or bus because they didn't tell us something they should have known when we booked.
Claim your business profile now and gain access to all features and respond to customer reviews.
