Omio Canceled My Ticket Without Notice & Charged Me Extra
On September 11, 2024, I had a valid ticket for the Valencia-Madrid Renfe Avlo train at 09:32. However, when I arrived, the staff scanning tickets claimed my ticket was canceled. Despite repeatedly showing my valid ticket, they refused to let me board unless I purchased a new one on the spot.
A month prior, I had requested only my extra baggage fee (10€) be refunded, which Omio confirmed would not affect my ticket. However, they canceled my entire booking without informing me. At the station, under pressure and fearing I’d miss my flight, I was forced to pay 45€ for a new ticket, even though the standard fare was only 7€.
The station staff dismissed my concerns, falsely stating that Renfe does not work with Omio and refused to help. Their English was insufficient, so I even tried Spanish translation to explain my issue, yet they didn’t bother to look at my phone screen or assist me properly.
Since then, I have contacted Omio multiple times, but they ignore my emails and customer service requests. Before this issue, they responded immediately to inquiries, but now they are avoiding me, seemingly aware of their mistake.
I am owed 55€ (45€ ticket + 10€ baggage fee), and I demand a full refund immediately. If Omio continues to ignore me, I will escalate my complaint on every possible platform. I refuse to let this go until my money is returned!
