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.
Do not buy tickets from OMIO On July 20, 2026, we purchased tickets through the Omio app for three people to travel from Fredericia to Copenhagen Central Station on a train scheduled to depart at 19:27, paying a total of €165 around 19:00. When we arrived at the platform and spoke with the station staff, we learned that the train we had bought tickets for had actually been cancelled. In other words, Omio sold us tickets for a train that did not exist and had been cancelled. We reported the situation immediately through the app and received an automatic reply stating that we would be contacted by the system, but since that day no representative has reached out to us. Moreover, despite sending numerous emails to the addresses provided by Omio, our messages were not delivered and were returned. Our inquiries made through the app and by email have yielded no results; we have received no feedback, explanation, or solution. Selling tickets for a non‑existent, cancelled train is unacceptable, and we have suffered serious inconvenience both in time and financially. I demand that Omio immediately refund the total ticket cost of €165 paid for the three of us and consider my claim for compensation due to the hardship we endured. I expect a written explanation of why tickets were sold for a cancelled service and how this issue will be remedied. Our ticket is attached below.
No one from Omio got back to me regarding this complaint, but two days ago I received an email saying that €146 would be refunded for the ticket fee, and the refund was processed. They didn't refund the full amount I paid for the ticket, but they returned a large portion of it.