Omio Failed to Honor the Flexible Ticket Change I Paid Extra For

I am writing to report an ongoing issue with a train ticket reservation purchased through Omio and to request that the ticket modification feature I paid for be properly honored.

I purchased AVE high-speed train tickets through Omio for myself, my wife, and my daughter for travel from Barcelona to Granada on July 16, 2026. When making the reservation, I specifically chose a more expensive ticket option because it included the ability to change or cancel the booking if necessary.

Due to circumstances beyond my control, I later needed to move our travel date forward from July 16, 2026, to July 14, 2026. As a result, I attempted to use the ticket modification feature that was advertised and included in the fare I purchased.

Since May 8, I have repeatedly tried to change the travel date through Omio's website. However, every attempt has failed because the system continuously generates errors and does not allow me to complete the modification process. No matter how many times I try, I am unable to finalize the date change online.

I contacted Omio customer support several times seeking assistance. Unfortunately, instead of resolving the issue, I was repeatedly directed back to the website and instructed to perform the modification myself. Despite explaining that the website is not functioning properly, I have not been provided with any practical solution, alternative method, or direct support.

My reservation is for an AVE train service, and the booking reference (PNR) is 7GMGPT.

I find this situation particularly frustrating because I paid an additional amount specifically to obtain a flexible ticket. The ability to modify the reservation was a key feature of the fare I selected. However, despite paying for that flexibility, I am currently unable to use it due to technical problems beyond my control.

I respectfully request that Omio fulfill the terms of the ticket purchased and process the requested date change from July 16, 2026, to July 14, 2026, without further delay.

In addition, I request a clear written explanation regarding the website errors that have prevented the modification from being completed and the steps Omio will take to ensure that customers who purchase flexible tickets can actually benefit from the services advertised.

I expect a prompt resolution and immediate assistance in changing my reservation to the requested travel date.