| Name of Complainant | |
| Date of Complaint | December 26, 2021 |
| Name(s) of companies complained against | Travelgenio |
| Category of complaint | Internet Services |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
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I would like to file a complaint against travelgenio.
On July 6th 2021 i bought 5 tickets for me and my family in 2 sets: me and my 2 children and another one for my wife and the baby. Thre reason why is because we may had to change the flight for the baby and my wife since the travel document to come back for the baby were not delivered yet.
After flying to Dakar, everything went smooth no complaint. I was able to flight back with my 2 oldest kids to Canada without any problem.
Things started to get hectic when i decided to change the flight for my wife from december 01 2021 to december 29 2021. I started by trying online and there were an error message when trying to change the flight: Error with the servers. i decided to try a few hours after and same issues, next day same issue. So i decided to call them directly and deal with it.
Everytime i was talking to an agent, they would put me on hold and disconnect me. it happened 14 times and i thought maybe it was my phone. I tried with another phone and with my laptop same issue. Finally i was able to talk to an agent and she proceeded to the flight change but said my credit card was declined and to call my bank. I called my bank and they said that the transactions went through and i got charged twice.
I tried to call travelgenio again to explain the problem and got hung up 5 times. at the 6th call i talk to a guy and told him i was recording the call and will engage law suit if i got hang up again. The call wen well and i got my money back however iw asnt able to change the flight with him.
I called Lufthansa who was in charge of the flight i paid and they were able to change the booking for me without any problem.
However, next day i went online to check the flight and it wasn’t there, i called Lufthansa and they said the flight was canceled by travelgenio.
I called exactly 23 times and agent keep hanging up on me. that is when i decided to record the calls and i recorded 3 of them so far from agent hanging up on me.
Finally i talk to a lady and she opened a case for me via email but they never got back to me its been a week now and my wife and my son can’t come back since they don’t have any flight.
Today December 12 i called travelgenio 7 times and got hang up 7 times again ( i recorded 1 call), I would like your help please to either get my money back for the return flight or get the flight back for the 29 december 2021.
I have all the proof and some calls recorded as well
