Omio’s Incorrect Bus Stop Location Made Me Miss My Bus and Cost Me €100

I purchased a €30 bus ticket through the Omio app for the Cologne–Hamburg route, departing at 4:05 PM on July 23. I went to the boarding location shown in the app, but the location provided by Omio was incorrect. As a result, I was unable to find the correct departure point, missed my bus, and could not continue my journey as planned. Even now, the app continues to display the same incorrect boarding location.

Because I missed the bus due to the incorrect information provided by the app, I was forced to purchase a new bus ticket. In addition, my reservation at BoxHotel Hannover became unusable, resulting in the loss of my prepaid accommodation. Altogether, I incurred approximately €100 in additional expenses. Since this was part of a connecting journey, I also had to wait for hours, missed my planned connections, and my travel itinerary and vacation were seriously disrupted.

After this incident, I contacted Omio several times by email. Despite my repeated messages, I have never received a meaningful response. Instead, I have only received automated AI-generated replies and have been unable to reach a live customer support representative or any authorized person capable of resolving my complaint.

I request reimbursement of the approximately €100 in additional expenses I incurred as a direct result of the incorrect boarding location shown in the Omio app, including the cost of my replacement ticket and the lost hotel reservation. I also request that the incorrect location in the application be corrected immediately and that I receive a written explanation regarding both the cause of this issue and the actions taken to prevent similar incidents in the future.