Hello TripMonster CustomerCare,

Since I did not get any response from Trip Monster Customer care, I have expressed my frustration in rustpilot.com.
https://no.trustpilot.com/submitted/review?correlationid=f6ade1da-0b07-41a9-861a-79abb2d0dbf1

I am totally pissed-off with TripMoster and the frustration has not ended with 3 passengers names in onwards journey and in fact it is continuing(desynchronisation) with return Journey also.

Desynchronisation issue 1:

What is the status of three passenger names missing in DEL to HYD on 11th Dec 2022? How long time do you need resolve the issue? What kind of customer care responsibilities and follow-up that TripMoster have?

Desynchronisation issue 2:

According to IndiGo Airlines, HYD-DEL (TK 4705/6E2106, date: 30.12.2022) flight is cancelled but according to TripMosnter/Turkish Airlines, this flight is just delayed by 5-10 min. We are totally feared and no confirmation that we will flyback from HYD(India) to OSL (Norway)

Desynchronisation issue 3:

According to TripMonster all passenger itinerary is confirmed but according to Turkish Airlines, none of the itineraries are confirmed and Turkish airlines informed that TripmMoster has failed to confirm, hence all passengers are not allowed to take the return flight.

What a shame experience with TripMoster, Turkish Airlines and IndiGo airlines. No one is responsible to do their duty. It is TripMonster's responsibility to talk to each Airline and not just eat the commission from passengers and sit quite. When travel agents are chosen, It is not the passengers responsibility to talk to airlines, TripMosnter should take a lead in the Desynchronisation issue and resolve it.

I agree with all reviewers here who are discussing their customer service (or lack thereof). The company is an absolute DISGRACE and should not be in business. Please, please, please, book through the airlines or if not, through a well-known company. Please don't make the mistake I did (and the other reviewers here).

This company is affiliated (or whatever you want to call it) with TripMonster, who I booked through.

I had tried to get TripMonster to correct spelling on my name on my ticket. First, these cheap third-party travel sites have shady practices and customer service and I am kicking myself because I should have known better as I've traveled quite a bit.

I had to do so much digging to get any contact information, and thank you to the reviewers who posted their number on their yelp page.

When you go to "contact" on the site, it only has FAQ's. No number, no email. It essentially takes you through the same loops when you click on any FAQ or contact button. It says go to mytrips to get in touch. If you try to click "change" or something similar in the mytrips, it says you can't submit that type of inquiry. So I had to submit an inquiry through "special assistance". I was told to contact the airlines. They told me I need to contact tripmonster.

After I found an email address, I wrote to them a few days ago (outside of the site form), and conveniently today I receive a response saying they can't make a change 48 hours so soon to the flight. This is so convenient, considering I have submitted inquiries well before this, with no response. They told me the inquiries were made through the wrong department - this was through their site and the only form I could submit. If I hadn't been digging to find their email, I never would have gotten this far to actually get a (semi) human response.

So again, I'll end by saying, please please please do NOT use them. Like some mentioned, I will only be booking from now on through the actual airline or hotel. The prices actually end up being similar, after the hidden fees from these third-party sites. The prices just initially show up as "cheaper", but it's often very deceiving.

To the company rep that will likely respond to this review - I emailed with my reference number in the subject, and from the email I used to book. The email address for customer service at tripmonster was nowhere on the website, and if I hadn't dug into this, I would have never found it. So essentially it takes looking at review sites or writing a review to get an email?

Just a warning to everyone out there under no circumstances should anyone ever use this agency to make a booking. I scheduled my flight from 30 May to 30 June before proceeding with the booking I double checked everything to make sure that everything was sorted. Upon receiving my confirmation email the date says Departure on 30 may fly internationally from Dubai to Cape Town land on the 30th of may and Return flight is the same day just a couple of hours after we landed... in what world does that make sense and is not questioned? My booking was made 2 months in advance so I spent a full month trying to get in contact with this agency who firstly does not have a customer care call line on their website rather they make you send an email and you get a automated response saying they will get back to you within a few days and you wait and wait and wait and nothing happens. FIVE TIMES i tried to get to them and was BLATANTLY IGNORED i decided to call the company that the tickets are booked under guess what they cant make the changes to the flight because it is a 3rd party booking so back to square one again. I did how ever manage to get the customer help line number from the flight company and decided to call them after ONE F$#@$@#@ HOUR i finally get an answer they said not to worry we can make the change for you it will be an additional charge for the flight days change we said fine we made the payment and 4 days go by no confirmation email has been sent so we call them again 30 min waiting time we get an answer we then made sure that everything has been changed and updated and that the process has been completed. We were assured that everything is in order and we left it at that 3 days later i get an email saying that we need to pay again for the flight change. WTF is this ABSOLUTE HORSES@#$ HONESTLY... the fact that makes it even worse is that we need to get VISA approval for my fiance in order to do that we need the correct flying dates but we cant get it because of the utter lack in professionalism that is on display here. My issue is still not resolved and honestly has been a real pain in the@$$.

HI THERE, CAN YOU TRANSFER MY REFUND, BOOKINGCODE ******* WE TRY MANY TIMES CALLING EVERYTIME THEY SAY IT WILL BE TRANSFERED. BUT NOTHING TILL NOW.

I purchased an international flight through TravelGenio on Feb 28 for March 4th, when I showed up they told me that I wouldn't be able to fly because the destination I was going to was not accepting anyone other than citizens in the country(I have a Visitors Visa).

I called the number multiple times when I was at the airport and the phone would ring and play music for about 6-7 minutes and hang up on its own. I called at least 10 times, and I had my brother who was with me do the same thing, no answer. I also went on the website and requested a phone call and never received one.

I then left the airport and got on the phone with travelgenio the next morning(the same thing kept happening 6-7 minutes of waiting and no answer). To get someone to answer I picked options that did not have anything to do with Refund on the dial menu, and that is how I was able to get someone to answer. She confirmed that they will start the process and I told her before I hang up I want to receive it in writing that you have started the process, and she did. This is what she said:

" Thank you for contacting us.

We would like to inform you that we have received your confirmation to cancel the booking. Following your request, we have cancelled your booking and we have managed the refund request to the airline. Once the airline authorizes the refund, the amount will be refunded reimbursed to the original payment method. This procedure will cost 20EUR per passenger as a travel agency fee. In some cases the refund will be made directly by the airline. The time of the refund will depend on the liquidation period of the card and this can sometimes delay the refund.

Kind regards,
Travelgenio"

The agent informed me that the process can take up to 90 days for the refund to come in, but could come in earlier.

More than a month later I tried contacting them the same thing. So I requested a phone call and they replied to my request by sending me the same email above.

Around the 70 day mark, I tried calling them and the agent I had spoken to was very Rude to me and telling me that there is nothing they could do, I have to wait for the full 90 days and by then the refund will come in by then.

The 90 days have passed I tried calling several times and never got anyone to answer. I finally got this email, well passed the 90 day mark:

" We are writing to update you on your booking refund X35RB4;

TurkishAirlines says it will proceed to authorise refunds for tickets affected by
Covid-19 according to the following schedule:

For example, if your flight date was in March 2020, Turkish Airlines will be
Authorising refunds from 6th July 2020.

When
Turkish Airlines has authorised the refund, your money will be refunded by the
Same payment method used to make the booking, within 7 days.

The process is automatic, so there is no need to contact us or take any further
Action.

Thank you for your understanding.

Kind regards,
Travelgenio.com"

It has been well beyond 7 days passed July 6th, and I haven't received anything, I am currently waiting on the phone, and just tried calling 4 separate times.

Today is July 28th.

I shouldn't have to go through all this just for a refund. (Wait someone picked up, but they did not speak English...)

If I could give zero stars I would. The customer service is horrible. They clearly do not care about their customers or reputation. I've been waiting over 6 months for a refund appear. I don't know if they are just massively disorganized or willfully lying and overcharging people. Regardless this is the worst travel company I have ever dealt with and I spent years living in developing countries. I missed my flight. Entirely my fault as I totally mixed up the time, but the airline's policy does say that I'm entitled to a partial refund. I ended up rebooking with the same airline and I was told by the airline that if I paid a no-show fee to the airline, I could request a refund from Travelgenio. I confirmed that with Travelgenio by phone and also received e-mail confirmation in December that my credit card would be refunded with 90 days. It's now July 10 and still no refund. They don't reply to customer service e-mails. I called countless times and would be disconnected after being on hold for 30 minutes to an hour. The few times I was able to reach a customer service rep, the rep would assure me that they would follow up saying that they needed to contact the airline and they would personally follow up with me the next day. Nope 3 separate times this happened with no follow up. One of the customer service reps was extremely rude and confrontational from the moment she answered the phone, basically called me a liar, said "I received an email" from Travelgenio on June 18th asking me how I would like to receive my refund - I never received any such email. I searched my in box, my spam filter and my deleted mail folder, which has not been emptied since well before June - no Travelgenio email. If they sent it, it was never received. It's near impossible to find a way to contact Travelgenio thru their website or by email. If you click on customer service it just takes you back to their homepage where you can search flights. They clearly do not want you to contact them and they rarely answer the customer service phone even though the website says they are open 24/7. I finally reached a customer service rep yesterday that was professional and helpful. We'll see if there is any further response.

This company is horrible! Stay away!

Just so you're aware: there is no social media presence for TravelGenio, but there IS a Facebook group dedicated to TravelGenio Victims, with thousands of members since it's creation in November of 2019. That should tell you everything you need to know.

I booked a ticket to Bali through TravelGenio. After Covid-19 shut down borders, I was unable to go on the trip. I attempted to contact TravelGenio via phone and by submitting a ticket online at least 48 hours prior to my scheduled departure date. Things were chaotic, so I didn't expect to hear back immediately. But I NEVER heard from them. So, I waited a month and called back. I was told that my ticket was listed as 'suspended' by the airline itself. So, I called the airline, and the ticket was was 'unlocked'. I called back to TravelGenio and the representative confirmed that my ticket was no longer 'suspended'. However, I was told that I was not eligible for a refund, only a voucher for HALF of my ticket. The agent told me to try and request the refund from the airline itself. So, I called the airline (again) relaying this information and was told that was absolutely not the case, and to request that an agent at TravelGenio should contact them directly to resolve the issue instead of making me do all the work (I agree!). So, I contacted TravelGenio; this time I was told by an agent that they could not contact outside sources and that my ticket was not eligible for refund according to the airlines own regulations--which I know is not true, because the airline plainly states on their website that they are issuing refunds for trips caused by disruptions due to Coronavirus. So, becoming increasingly irritated, I called the airline and BEGGED them to communicate with TravelGenio; the representative was kind enough to write a note indicating that I did indeed qualify for a full refund. I tried to call TravelGenio back, but was left on hold and eventually hung up on twice. So, I called the next day and was told by a representative (who only spoke Portuguese--fortunately, my mother speaks Portuguese) that there was no note! Furthermore, that the ticket is listed as 'suspended', somehow. I asked to speak to a manager twice and was told there was no one for me to speak to. How could that be possible?

For those of you keeping track: 5 phone calls to TravelGenio, 4 phone calls to airline, 2 attempted phone calls, 3 emails, and COUNTLESS hours wasted doing what SHOULD be the responsibility of this company.

This is the ABSOLUTE worst customer service experience I have had to endure. There is no accountability in sight. I will be pursing legal avenues to resolve this issue, I will be contacting Skyscanner, I will be contact media companies to warn as many people as I can, and I will be posting as many complaints as humanly possible.

TravelGenio: hope the money you stole from me is worth the future customers you will lose.

I booked a flight with Travelgenio from Cairo to Frankfurt, the flight was canceled and I asked for a Refund and I didn't get the money back.

I had a flight from Seoul, South Korea (ICN) to Sendai, Japan (SDN) on March 22nd, 2020 at 9:30am-11:40am

Booking reference: MGIB3T
Travelgenio code for booking: *******

Contacted them on March 7th about an issue regarding Japan's new quarantine policy.
March 9th the airline cancelled my flight.
It's March 27th and never heard back from them about the first inquiry.
Waiting for information on my refund status since the AIRLINE cancelled and NOT me. Thank goodness the airline reached out to me or I might have looked stupid standing at the airport.

NEVER BOOK FROM THIRD PARTY SITES, ONLY USE THEM AS A REFERENCE AND BOOK DIRECTLY WITH THE AIRLINES. Scammers, thieves and liars that know nothing about customer service because it doesn't exist for them. Keeps more money in their pocket not having to pay for a real team that cares about it's customers.

GIVE ME MY REFUND.

The pictures below are proof of A) the fact that the airline cancelled my flight B) Never heard back from them for anything nor did they tell me my flight was cancelled.

This has been so bad that I am posting on any site I can so people are aware. I have also posted this review on Trustpilot.

Very bad customer service and hard to get in contact with! We have 2 booking confirmations with Travelgenio (2 adults and 1 child). When part of our return flight had been cancelled and we were notified and they offered to rebook (to now leave the day before we were supposed to leave, July 27th). We agreed and they assured us we would have a new ticket reissued, including that "rebooked" flight within that same week. It has been 16days and we still have not gotten a new ticket. When we call Travelgenio, they say the same exact thing to not worry, but each person gives us a different time frame of when we will receive our reissued ticket. Now when we call they refuse to work on our ticket and are VERYYY RUDE.
At first, they said the rebooking goes through a process and we shouldn't worry about it because it wasn't our fault for the flight cancellation and we are guaranteed the rebooking of the flight. Now, they are saying we don't have any option but to get a refund, which they're saying will take 1-3 MONTHS to receive. How do you take my money in 1 day and take 1-3 months to refund?! We have spent thousands of dollars on this travel! How can we even begin to look for other flights and you are holding our money?! This is so unacceptable and disappointing. I wouldn't advise anyone to book with them. I would give them no stars if i could. I am so shocked at the blatant disrespect and no care for travelers. How are they able to operate, I don't know. It's not like we are asking for something for free! We paid our money and you can't help us?

Please, Please! Anyone thinking to book with them, please don't! You will have a headache working with them and you have a high risk of not being able to make your travel! We are saddened that we are probably not going to make our trip after taking time off from work and making other arrangements in the country we were visiting.