OPODO - Ripped off and terrible complaints service

Lat

Recently I have started searching various comparison sites for a return flight to Larnaca and I was excited to see Opodo was showing me the cheapest option at £226.21 per person (Closest I could find previously was around £334 pp).
So I went ahead and started filling in the details of myself along with a friends details who was also travelling with me.
After I typed in all the details which also included the credit card details I was presented with the summary page and at this stage I was being little cautions.
This screen showed 2 x service charge with minus -£596.87 and totalling £452.42 in total.
Next thing I clicked on screen to move to the payment screen where I noticed the cost has jumped to £1065.76 (for two people travelling)!!
I have not authorised the payment at this stage and attempted to just close the screen, but somehow still I got charged.
Same day I contacted Opodo to explain the situation and cancel these tickets, only to be told that they can only refund some of the money - £704.40.
I am absolutely fuming that they can do this.
Should have done my research before deciding to go ahead with them
PLEASE AVOID OPODO AT ALL COSTS!

Voyager2002

Lat wrote: »

Recently I have started searching various comparison sites for a return flight to Larnaca and I was excited to see Opodo was showing me the cheapest option at £226.21 per person (Closest I could find previously was around £334 pp).
So I went ahead and started filling in the details of myself along with a friends details who was also travelling with me.
After I typed in all the details which also included the credit card details I was presented with the summary page and at this stage I was being little cautions.
This screen showed 2 x service charge with minus -£596.87 and totalling £452.42 in total.
Next thing I clicked on screen to move to the payment screen where I noticed the cost has jumped to £1065.76 (for two people travelling)!!
I have not authorised the payment at this stage and attempted to just close the screen, but somehow still I got charged.
Same day I contacted Opodo to explain the situation and cancel these tickets, only to be told that they can only refund some of the money - £704.40.
I am absolutely fuming that they can do this.
Should have done my research before deciding to go ahead with them
PLEASE AVOID OPODO AT ALL COSTS!

Contact your card provider, and make it clear that you did not click the 'buy' button. Maybe do a dummy booking and take a screenshot of the final page you reached.

koalakoala

I still don't understand why so many people don't book with the airlines.
They then complain they don't get their refunds back directly from the airline, after using OTA

Lat

Voyager2002 wrote: »

Contact your card provider, and make it clear that you did not click the 'buy' button. Maybe do a dummy booking and take a screenshot of the final page you reached.

Been sending emails back and forth to my bank as well as Opodo and yesterday I have received an email from a guy at Opodo admitting there was a mistake on their end - IT issue apparently (yeah right).
So I am currently waiting for a full refund.
At the same time my bank has issued me forms to fill in and these were filled in and sent back to them.
Will see what happens.

Lat

koalakoala wrote: »

I still don't understand why so many people don't book with the airlines.
They then complain they don't get their refunds back directly from the airline, after using OTA

I think the main issue here is when people use search engines to find cheaper tickets, sites like Opodo trick people by showing they are the cheapest and at the final stage after person adds the credit card details, they add these massive charges to the final cost. In my case I was suspicious of the cost and never clicked the final Pay option and yet they charged me without my approval.

learjet45

I recently booked flights to and hotel accommodation in Malaysia (Kota Kinabalu)
Having done significant research beforehand, I found a deal that suited and made the booking.
The booking confirmation I received showed the costs as including all applicable taxes and service charges.
Shortly after I completed payment, I received a confirmation of the hotel booking from booking.com that stated 6% tax and 10% service charge were not included (approximately £260)
I immediately contacted Opodo who responded, saying that these charges were not included and would be levied by the hotel.
I have sent them a copy of their booking confirmation which clearly states the final cost “including all applicable taxes” and that their website clearly shows this during the booking process.
I therefore replicated the booking and it shows at three different stages of the booking process that the costs include taxes and service charges.
They have sent me a copy of the T&C’s of booking.com that show that these charges are payable at the hotel and that I should have been aware of them but at no stage of the booking was I aware that the hotel arrangements were being handled by a third party.
Furthermore, I have been charged in local currency for the hotel booking, which has actually resulted in me losing over £300 !
Opodo has now responded to me to say they consider the matter closed and has stopped communicating.
If there’s any members out ther with any thoughts on how I can get my money back, I would love to hear from you.
Kevin G
Manchester UK

Caz3121

when you replicate the booking - under the hotel 'info' there are 'conditions' what does it say there?
eg a random hotels in the area shows

You'll be asked to pay the following charges at the property:
* Deposit: MYR 50 per stay
* A tax of MYR 10.00 per accommodation, per night is imposed by the country of Malaysia and collected at the property. Permanent residents and Malaysian nationals are exempt from the tax. For more details, please contact the property using the information on the reservation confirmation received after booking. We have included all charges provided to us by the property. However, charges can vary, for example, based on length of stay or the room you book.

You'll be asked to pay the following charges at the property:
* Deposit: MYR 120 per night
* A tax of MYR 10.00 per accommodation, per night is imposed by the country of Malaysia and collected at the property. Permanent residents and Malaysian nationals are exempt from the tax. For more details, please contact the property using the information on the reservation confirmation received after booking. We have included all charges provided to us by the property. However, charges can vary, for example, based on length of stay or the room you book.

It is also completely normal for hotels to have their rates in local currency
when you ask how to get your money back are you referring to changing the hotel? (looks like this may tax be applicable to all hotels in the area) what about the flights?

Voyager2002

learjet45 wrote: »

I recently booked flights to and hotel accommodation in Malaysia (Kota Kinabalu)
Having done significant research beforehand, I found a deal that suited and made the booking.
The booking confirmation I received showed the costs as including all applicable taxes and service charges.
Shortly after I completed payment, I received a confirmation of the hotel booking from booking.com that stated 6% tax and 10% service charge were not included (approximately £260)
I immediately contacted Opodo who responded, saying that these charges were not included and would be levied by the hotel.
I have sent them a copy of their booking confirmation which clearly states the final cost “including all applicable taxes” and that their website clearly shows this during the booking process.
I therefore replicated the booking and it shows at three different stages of the booking process that the costs include taxes and service charges.
They have sent me a copy of the T&C’s of booking.com that show that these charges are payable at the hotel and that I should have been aware of them but at no stage of the booking was I aware that the hotel arrangements were being handled by a third party.
Furthermore, I have been charged in local currency for the hotel booking, which has actually resulted in me losing over £300 !
Opodo has now responded to me to say they consider the matter closed and has stopped communicating.
If there’s any members out ther with any thoughts on how I can get my money back, I would love to hear from you.
Kevin G
Manchester UK

So you have evidence that the deal that you agreed and authorised payment was not what they have given you. Presumably you paid by card, so contact your card issuer and request a "chargeback".

learjet45

Conditions stated that Tourust Tax of MYR 10.00 Per Night was payable locally which is not in disputed.
I have since contacted the Card Company and sent them copies of the confirmation as suggested by voyager2002.
Still nothing further heard from Opodo Customer Service.
Should have booked ebookers as I have done many times before without hassle.
Won’t be using Opodo again for sure !!

pverona

The issue that I have experienced was: Opodo sent us a email confirming we were booked on a Thomson Airways flight and sent us the booking reference. We have the email. We also have pics of the Opodo iPhone app where we can see the flight Thomson Airways, the time, destination and origin.
When we got to the airport in Las Palmas, Thomson Airways told us we were not on their passenger list and that Opodo had made a mistake. We were not able to fly. I was left at the airport with y two kids, 7 and 9 years old... no hotel, no food, all our luggage and on the phone to Opodo and messenger for the next 6 hours. When eventually my husband managed to speak to Opodo after waiting for 2 hours we was put through to 3 different people and one of them told my husband our booking was on easyJet and that they wouldn't take any responsibility. I am now taking legal action and claiming the cost of new flight tickets (£400), plus taxi, plus telephone bills, plus hotel, plus food and plus all the time taken and emotional stress caused. I will take them to court in The UK.

It occurred on: 7/01/2019