Omio’s Misleading Train Ticket Cost Me an Extra €90 Taxi Fare
On July 6, 2026, I purchased a train ticket through Omio for €34 for travel from Brussels-North to Rotterdam. The ticket displayed the route simply as "BRUXELLES-NORD → Rotterdam C.", presenting it as a direct journey. At no point during the booking process or on the ticket itself was it clearly stated that a mandatory transfer in Breda was required.
Because of this incomplete and misleading information in the Omio app, my family and I, including our young child, missed the required connection. As a result, we became stranded at Antwerp Central Station after midnight, at a time when public transportation was no longer operating. Concerned for our child's safety, we had no alternative but to arrange emergency transportation at 11:16 PM. Due to the late hour, the driver declined to continue the trip through the ride-hailing application and instead requested €90 in cash to take us safely to our hotel in Rotterdam. We had no reasonable choice but to pay this amount.
After the incident, I attempted to obtain assistance through Omio's live support feature. However, I was trapped in an automated response loop and was never connected to a real customer service representative. Despite requesting a reasonable resolution under consumer protection principles, I was unable to receive any human assistance, and my complaint was effectively ignored.
As evidence, I have attached screenshots of the EuroCity tickets issued for July 6, 2026, covering the Brussels-North – Rotterdam Centraal route for Hasan Ferdi T****, Mustafa Alperen T******, and Yasemin T********, as well as screenshots of my conversations with Omio. These documents demonstrate both the misleading ticket information and the lack of meaningful customer support following the incident.
Because Omio failed to clearly disclose the mandatory transfer on the ticket and did not provide effective customer support when the problem occurred, my family and I suffered both financial loss and significant inconvenience. I request a full refund of the €34 ticket price for booking reference DNR: hpcbsvl, reimbursement of the €90 emergency taxi fare that we were forced to pay solely because of Omio's misleading ticket information, and a written explanation regarding how this issue occurred. I also ask that my complaint be resolved as quickly as possible.