Alastair R.

When a company has such consistently terrible reviews, you should know that something is badly wrong with them.

I booked a flight from Atlanta to Manchester for the 21st October with Travelgenio on the 16th September. I was away in the US from the 18th September.

On the 21st October, I caught the flight from Atlanta to Orlando, where I was due to get a connecting flight to Manchester. However, I could not find the airline I was due to check in with (I had looked up the flight online beforehand, but the site I used did not seem to register any change). Turns out that Travelgenio had booked my flight with Thomas Cook and that, during my absence in the US, Thomas Cook had gone out of business.

Travelgenio had not informed me of this fact. Had they done so, I could have arranged alternative travel plans well in advance. However, I was now stranded in Orlando, needing to get back to the UK, but without a flight to take me. The other airlines that had been flying Thomas Cook passengers back had ceased doing so a couple of weeks earlier. I tried to call Travelgenio. However, after waiting on the line for about ten minutes two times and being cut off without response it became clear that they were not going to help. I've not received any real help from their complaints either.

In the end I had a truly miserable travel experience and had to spend £786 to buy another ticket home, money I could not afford, but which I had to pay because Travelgenio failed to inform me of my cancelled flight. To compound matters, they have been exceedingly unhelpful in response to my complaints. I've used Travelgenio on four other previous occasionsI am a very frequent flyerbut will now avoid them, and strongly advise others to do the same.