Omio Failed to Warn Me About FlixBus Infant Seat Requirements

I am writing to formally complain about a booking issue involving a FlixBus ticket purchased through Omio and to request a full monetary refund.

I purchased tickets through Omio for a FlixBus journey from Budapest to Vienna scheduled for May 22, 2026, at 09:15. The reservation was made for myself, my spouse, and our 1.5-year-old daughter. My reservation number is 3346657300.

At the time of purchase, I carefully completed the booking process through the Omio platform. However, nowhere during the booking flow did I encounter any visible warning, notice, or information stating that FlixBus does not allow children between 0 and 3 years old to travel without an approved child safety seat.

I only became aware of this requirement later through my own independent research. Once I discovered the policy, I realized that we would not be able to use the tickets because we did not have the required child seat and had not planned our trip with this information in mind.

Had this important rule been clearly disclosed during the booking process, I would either have made alternative travel arrangements or not completed the purchase at all.

After learning about the restriction, I attempted to cancel the booking through Omio. However, instead of being offered a refund to my original payment method, I was directed toward receiving a travel voucher. I do not consider this an acceptable solution under the circumstances.

This situation has caused financial loss and inconvenience because I was not adequately informed about a critical travel requirement directly affecting the eligibility of my child to board the vehicle. Rules concerning infant and child transportation are essential information and should be clearly displayed before payment is completed.

I believe Omio has a responsibility to present such important safety and travel restrictions in a visible and transparent manner during the booking process so that customers can make informed purchasing decisions.

For these reasons, I respectfully request that Omio review reservation number 3346657300 and provide a full refund of the amount paid to my original payment method rather than offering a voucher or travel credit.

I also request a written explanation regarding why this important child travel restriction was not clearly communicated during the booking process and what measures will be taken to ensure that future customers are properly informed before purchasing tickets.

I expect a fair resolution and a prompt refund of the full amount paid for this reservation.