Head Office
Travelgenio SL
c/Albasanz, 15, 2nd Izq.,
28037 Madrid, Spain
Customer Service
Phone: 001 646 568 7507 (US)
Phone: 0034 91 116 0765
Email: info@travelgenio.us
Other Contacts
Phone: 902 90 99 81 (Spain)
Phone: 0 821 610 761 (France)
Phone: 0870 099 0971 (UK)
Phone: +46 (0) 844 683 618 (Sweden)
Phone: +353 0 818 274 072 (Ireland)
Phone: +61 3 8820 5378 (Australia)
Phone: +52 (01) 55 4162 2959 (Mexico)
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About Travelgenio
Travelgenio is a Spain-based travel agency established in the year 2010. It primarily caters to those searching for low-cost flights, hotels and cars. Regions served include major countries in Europe and Latin America. Travelgenio also operates separate websites for each region.
Flights and hotels can be searched on the homepage, by inputting the origin, destination and dates. The Travelgenio platform allows you to filter search results by brand, features and price. Travellers can login to their account to view their reservation or make changes to existing booking. Also, majority of airlines allow to check in online 24 – 48 hours prior to flight departure.
Payment for booking of flights and hotels can be made using Visa, MasterCard, Discover and American Express cards. To cancel a booking simply call the Travelgenio customer support. To protect yourself from loss of fare or penalty, you can get the cancellation coverage offered in the form of Protection Plus. With cancellation Protection Plus, you can get 85% of your ticket price within 15 days, if you need to cancel your trip for any reason. For more information or queries on payment, refund, cancellation, careers, or others, reach the Travelgenio support.
I had booked i flight from Copenhagen to Beirut with your travel agency on june 25 with Royal Jordanian, and return tickets from Middle East. Yesterday I received a cancellation email regarding the flight. The return flight on july 16 with Middle East airlines is still scheduled and therefore I want a refund for the amount regarding my tickets from Royal Jordanian so that I can book a new flight with a different airline to get to Beirut.
I cancelled my ticket 3 months ago but i haven’t got my refund. Also when i trying to contact the company the call is not connected. When I go for my trip section there is no tracking available.
I cancelled my ticket 3 months ago but i haven’t got my refund. Also when i trying to contact the company the call is not connected. When I go for my trip section there is no tracking available.
Terrible company – cancelled my connecting flight without informing me while I was on my way to my fathers funeral in emergency and also caused my sister to break her meniscus. DID NOT PAY ME BACK OR COMPENSATE ME FOR THE CANCELLATION. Also I had to pay extra for new tickets to get to my fathers funeral in emergency – the psychological effects were/are terrible of this experience.
My flight was cancelled July 10 2020, my booking ref:LEEMDC. For over 2 years I’ve been waiting for the refund but nothing happened. It is impossible to communicate with this company. I regret deeply that I used its services. I can’t believe that they still operate. Buy your ticket directly from the airlines.
I booked a flight ticket to London through their website. After paying with my credit card, I received an e mail saying that seat had been taken. And they promised to refund the amount paid. That was 3 weeks ago, and until now, I am yet to receive their refund. No ticket and money gone. What a scam
Feels like a scam. At first i noticed that before payment I was promised checked and hand luggage within the price. But when the confirmation email came through it showed zero baggage allowance. Their email address has not replied to my email and over 8hrs have passed. Then I get to read (unfortunately too late) all these negative comments.
I called the operators of the flight to ask about my baggage allowance from their end using the numbers provided on the tickets’ confirmation email. It turned out that they cannot trace my flight ticket, so now I’m left wondering if I paid ~340€ for thin air….
My advice to anyone reading this is to stay away. Flight search providing platforms such as kayak.com from where I got the recommendation to book through travelgenio should have already banned this agent based on all the negative comments but it seems that they too are doing a poor job.
Do not make any reservations trough this company! I bought a ticket that includes baggage, when i got to the airport the lady at the check in told me that my baggage is not included and that i need to pay 80 dollars for it. This is the second time that it happens to me with this company and absolutely the last time im gonna buy any tickets from this site!
I bought tickets for my family so they can come join me in Ireland. However due to some logistical problems they could not make the trip, I tried to reschedule the flight, was replied via email that according to the airline, my ticket was non refundable and I couldn’t reschedule,. I phoned the airline and they vehemently refuted those claims, stating that the agency was the one to rectify and rebook for me, as my ticket was able to be rescheduled or even cancelled, the agency refused, €2100 and just like that it’s gone.
I just made payment for one flight but I didn’t receive any receipt or even the ticket for my flight…they said within 72 hrs but I doubt about it, usually when u make the payment immediately the ticket should be issued. I advise everyone to be careful before you make any payment. I tried to contact them but no response.
Be careful! Don’t buy tickets from Travelgenio. I purchased 5 tickets to Honolulu. I received an email from Sun Country back in April 22 with a cancellation notice. I contacted the airline and they provided proof that they had reimbursed Travelgenio on April 25. It’s June 7, 7 calls to airline later, and NO ONE can help. This is a complete scam. The last customer service agent Lautaro even told me that he finally saw the transaction of the refund and that it would take about 10 days to process. Of course I patiently waited and today I received one more email from Travelgenio saying that they didn’t find the reimbursement.
I booked a ticket two days ago. I received the confirmation number and the trip itinerary but never received the ticket itself. I called the airline, and they said my name is not in their record. I paid $1400 for the ticket.
I also booked a ticket yesterday. Received confirmation number and itinerary but nothing else . I can’t do anything with that . Called the airline, said the booking is not confirmed on my name . Paid 1008 euro !!
I have booked the ticket through this agent . But they said within 72 hrs i will get the e ticket. So seeing the comment i am worried because normally when we book the ticket we get it on time.
Hi Shahitha, we have also booked tickets through their associate company called travelmonster but we haven’t received any tickets. Wanted to know if you have got your tickets or not?
I received confirmed email for my booking and after 2 days I received an email says that my booking has been cancelled without any reason and the payment already completed.
The best advice I can give you is to stay away from Travelgino.com, it has been the worse experience. No feedback , no assistance, no information, no response on call or email.
Extremely poor service. I was offloaded by Thai Airlines due to the unavailability of a Thai pass for coronavirus restriction and the airline staff at the airport sent me an email confirming that so that I get a full refund. I wrote repeated emails to Travelgenio but they don’t respond at all. I tried to call them but found nobody to speak to.
On filling up an online form, Although I paid extra from insurance at the time of booking they declined it. There is no way to get a refund. On filling an online form they are deducting 50%.
Purchased a single ticket through this company on January 10th 2022 for a flight from Edinburgh to Norwich, for the 3rd March 2022. As well as the price of the fare, took out a ‘cancellation protection’ Insurance, case of cancellation. Paid this company £90.13, and I received confirmation of the flight on 10th January. On the 22nd January, received an email stating that the airline had ‘Modified some of the flights in your booking’. No alternative showed and to ‘ contact the airline or Travelgenio’, failing to do that could result in ‘loss of flight, or amount paid for them’.
I contacted Loganair on a couple of occasions. I learned that when my flight was booked on the 10th January, for the 3rd March, no such flight existed. In fact, flights from Edinburgh to Norwich are due to commence on the 27th March. So they took money from me for a nonexistent flight.
Trying to contact this company is hopeless. Until I encountered this company, I was unaware of the really bad notices people have supplied re this company. Any suggestion please as to what I ought to do next?
did you try calling the customer care number?
The only advice I can give is to stay away from Travelgino.com, it has been the worse experience ever. They had sent confirmation on flights. Upon arriving at the airport the flights had changed best of all try to reach them. No feedback , no assistance, no information,
At this point, they are officially phony. I even bought their Cancellation policy plus to no avail; they don’t reply nor reimburse anything.
Very poor customer service and uncontactable. The public should be made aware to avoid this company. I booked flights over the years with many agents/ 3rd parties but this particular agent is so poor and unethical.
I had a cancelled flight for July2021. Actually a part of journey is cancelled! I managed to connect over telephone with customer care (I had to wait 20 min to connect with one of them). She was kind and tried to find an alternative solution for me for plus minus 15 days period, but couldn’t manage to find any single option. I opted for complete refund (seems possible in this case) with 30 Euro fee. She cancelled the booking and told the refund will take 1 – 3 months to process. Lets see how it goes.
I had a cancelled ticket due to pandemic flight ban this May 24 2021. I was trying to reach out travel2genio with their customer service online but it’s very busy and difficult. You can’t speak to anyone…it will give you a beep then hangs up after a second. It was disappointing coz they had charged me almost 1800 dhs and I don’t know where to get my money back.
I was checking today flight booking through Wego website and I put all my personal details and bank details then I changed my mind and I left the page without processing the payment after that I got a message from the bank that you deducted money from my account…I am really disappointed and I want to refund
For months I have been trying to contact Travelgenio and the phone line hangs up after a few minutes and the email address contact comes back saying that they do not recognise the booking number – even though they won’t accept an email unless you put the booking number in the subject so it has priced impossible to co tact them.
They ask you to put in your email address that you used to make the booking on their contact form and they send a link to your email address and you click on the link and you go to my trips and your booking comes up. For weeks when I checked it said that they were waiting for airline approval for the refund but now when I put in my email address when I used to make the booking when contacting them it doesn’t recognise the email address and not only that but when I go to check the original booking that I made last July it says that the information doesn’t exist on their server. So basically it seems that Travelgenio keep all of your information on a server when they contact you and then they just wipe the server whenever they want, leaving no proof of any emails they sent to you. My booking has basically vanished off their system. Booking id 14968687. I’m due a refund if 2800 for flights from Dublin to Vancouver that were cancelled in April. Very distressing. The email address for their customer service also doesn’t work and this is the email address that they keep telling everyone in the reviews (ie Trustpilot) to contact but you can’t send an email to that address because as stated above, they ask you to put in the email address you used to make the booking when contacting them but then you get a reply to say that the email address doesn’t exist. And from today, funnily enough, an error message comes up when you try to send an email to their customer service email address saying “this email cannot be sent”. Have they gone bust? Seems like it to me. All I want is a booking invoice to give to my travel insurance company and I can’t even get that. So distressed. The worst company I’ve ever dealt with in my life. Will be filing a complaint to the aviation authority.
Hi Ashleen, I have been having a similar experience. Did you manage to find a suitable authority to lodge the complaint please?
thanks,
Pavan
I tried to call them for days in the morning with no results, then one day I wake up at 5 A.M. and I try to call disillusioned. I was lucky because they finally answered
It’s hard to reach them via mail. Try their twitter. Good luck
We have been trying to get a refund of $1919.53 for our cancelled July 2020 trip from Paris to Newark. I get the run around every time I call, its in process. Today, due to complete frustration , I asked to speak with a supervisor. Natalia, customer service representative, stated she was not permitted to transfer me. This keeps going around in circles.
They claim they are waiting for Iberia to approve the refund. Iberia says they cannot issue any refund as it is Travelgenio that will receive it. We had flights from NY to Dublin with Aer Lingus that were refunded with no delay. I regret going through this third party. This is a total disgrace and a scam.
I have been denied to fly to my destination due to new pandemic regulations. I had all the documentation but they wanted more. I waited for the flight for 8 hours with three big suitcases. I had to take two trains and a bus to get back home, I am surprised I did not get a hernia! I have been flying to the Czech Republic for over twenty years and I have never experienced so many obstacles and bureaucratic nonsense in my life! I have tried contacting Travelgenio for days, no one responded! So I had to get an emergency passport from the Czech consulate and buy another ticket. So I ended up paying for this trip twice. If Travelgenio cares about its customers and wants to stay in business I hope and pray they refund my ticket. When you pay for transportation and it is not met, it is only logical to get your money back! Sincerely, Laddie Perina
Sincerely, Laddie Perina
Dear Mr/Ms
Hope this message, first of all find you and second find you well.
Let me start with a feedback regarding your customer service…seems that it doesn’t exist.
Several ways of helping you on your request for not contact by phone … but the alternative .. do not exist or email are returned without deliver, and yes the email it’s correct and its info@travelgenio.us that you have on the page.
I would like my refund to be corrected as soon as possible, there are 30€ missing from the purchase done to you.
The “request processed JNGFTM”, kindly reopen the refund process as I can see on your website that was conclude.
Buy was 88€ and refund 58€, once again kindly return the missing value.
One more thing you FAQs doesn’t take anywhere, so probably doing a new ones and also allow the email to be sent would be good.
Poor service.
I hope it will not be necessary to continue with more messages and it can be fixed soon all this situation.
Thank you