Omio will never charge you for a booking attempt that is unsuccessful. Depending on when your booking fails in the checkout process, you may notice a charge pending in your account, even though you have received an error message. This is not a finalised charge but is rather the result of a pre-authorisation.
Pre-authorisation means that before securing your tickets from the travel company, a temporary hold is put on the necessary funds in your account. If the following stage of the booking process fails, this amount is released by Omio instantly. However, it can take your bank a little while to recognise that the funds have been released, which is why it remains temporarily as a pending charge in your account.
No action is required on your part to have a pre-authorised amount released. The pre-authorisation will clear automatically sometime between a few hours and a few days depending on your bank. The money released to you by your bank will not appear as credit from Omio, since the funds were never actually withdrawn.
For some customers, a pre-authorisation looks like a charge in their bank statement. This is because some banks don’t specify if the amount is a real charge or just a pre-authorisation.
If you’re unsure about what has happened to your account, we recommend contacting your bank to put your mind at ease.