Omio complaint: Not worth it if you need customer service

Omio is great when everything goes well with your trip. They usually have reasonable prices, and the website is easy enough to use. However, pray that you won’t need their customer service. Firstly, because it takes a long time to get a reply! And when you do, it’s not sufficient. My case was that I had a cancellation due to a strike in Portugal, and I wasn’t told in advance – we got to know about it on the platform, 10 minutes before the train’s departure. All fair, Omio couldn’t have foreseen that either. Since we’re not Comboio’s clients, they couldn’t help us, so we bought a new ticket at the counter and immediately messaged Omio for a refund. It’s been more than a month and nothing. They say that they need to contact Combois, but I’m not Comboios’ client, as I was told when I had to pay for a new ticket, I’m Omio’s. They should reimburse me and pressure Comboios to reimburse them. It’s a lack of organization and professionalism you don’t get with other companies, so think well before going only for the cheapest price. It’s better to book your tickets directly with the company, without Omio’s as an intermediate, since it only complicates things in the end.