| Name of Complainant | |
| Date of Complaint | December 8, 2022 |
| Name(s) of companies complained against | Travelgenio |
| Category of complaint | Tours & Travels |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
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I have purchased in 2021 a trip using Travelgenio to go to CostaRica for an amount of 1499,17 euros. For reasons linked to Covid (not possible to transit in US) I had to cancel that booking. I had therefore a credit with United that I have used (always through Travelgenio, not possible to have it in my name) to book a second time in April 2022. To rebook I have paid to Travelgenio additional 364 euros.
Unfortunately United canceled one the flight. United reimbursed the totality of the amount to Travelgenio. After many complaints and reviews online, they have reimbursed me only 1499.17, claiming that the rest, since it was a voluntary change, cannot be reimbursed.
United, however, confirmed that the entire amount was reimbursed to Travelgenio, meaning that Travelgenio received the total amount from them and they are keeping the money for them. Travelgenio refuses to provide proof of the total amount transferred to them from United.
In their general conditions, there is no mention that what you pay for a rebooking cannot be reimbursed, only the fees are not reimbursable. These fees are 50 euros per passenger for a total of 100 euros, so in any case I still have 264 euros that I need to have back.
