Omio Refused to Resolve My Refund Request for a Canceled Train Ticket

On July 20, 2026, at approximately 7:10 PM, I purchased a ticket through the Omio app for DSB train number 50062, traveling from Fredericia to Copenhagen. The app showed the train's departure time as 7:27 PM. However, when I arrived at the station about 17 minutes before departure and asked a station employee for assistance, I was informed that the train had already been canceled. In other words, the ticket sold to me through Omio was for a train that had been canceled before my purchase.

Despite the cancellation already being known, Omio continued to display the service as available for booking and never notified me that the train would not operate. As a result, I was left stranded and unable to continue my journey as planned. Immediately after discovering the issue, I opened a detailed support request through the Help section of the Omio app on July 20, clearly requesting both a refund and compensation for the inconvenience I experienced. Despite the time that has passed, I have not received any meaningful response or resolution.

Because of this incident, my travel plans were significantly disrupted, and I paid €186 for a ticket that could never be used. I believe Omio is responsible for selling tickets for a train that had already been canceled and for failing to inform passengers of the cancellation before departure.

I respectfully request a full refund of the €186 ticket price, appropriate compensation for the disruption and inconvenience I experienced, and a written explanation regarding how this situation occurred and why a canceled train continued to be offered for sale through the Omio platform.