• How can I pay?

    You can securely pay for your booking online using the following payment options:

    Credit and Debit Cards

    • Visa
    • Mastercard
    • Maestro
    • Diners Club / Discover
    • Carte Bancaire
    • JCB
    • UnionPay


    Digital Wallets

    • PayPal
    • Apple Pay
    • Google Pay
    • Alipay


    Direct Bank Transfers

    • Sofort 
    • iDEAL 
    • Przelewy24
    • Klarna


    The availability of payment options may vary depending on your country of residence, the currency selected, the scheduled time of departure, and the device used.

    A convenience fee may be required for processing certain methods of payment.

  • What currencies are available?

    Payment can be processed in all of the following currencies: 

    AUD CLP DKK HUF NOK SEK
    BGN COP EUR JPY PLN UAH
    CAD CNY GBP KRW RON USD
    CHF CZK HRK MXN RUB  


    You need to decide which currency you want to be charged in before you start your search. You can change the selected currency by using the currency switcher located at the top right-hand side of the homepage.

    Refunds

    Refunds for cancellations or ticket changes will be handled in the same currency and exchange rate as selected at the time of booking.

    Additional fees

    Banks and credit card companies usually charge additional fees for purchases in foreign currencies. In the case a refund is issued, the amount your bank refunds to your account may be subject to foreign currency fluctuations. Omio has no influence over these charges.

  • Is my payment safe?

    CVV

    At Omio, we strive for maximum security when handling payments. For this reason, customers paying with credit cards should enter their credit card verification (CVV) number during the booking process. The credit card verification number is a three- or four-digit sequence of numbers printed on the front or back of your card.

    • VISA, MasterCard, Maestro, Discover, UnionPay, Diners Club: The three-digit number is located in the signature area on the back of the card.

    • American Express: The four-digit number is located above the stamp on the front of the card.

    3D Secure

    3D Secure (3DS) is an additional layer of security that allows cardholders to authenticate their identity with the issuer of their credit card at the time of payment. This requires cardholders to enter an additional password using their particular credit card’s authentication service:

    • “MasterCard Identity Check” at Mastercard,
    • “Visa Secure” at Visa,
    • “Safekey” at American Express,
    • “J/Secure” at JCB,
    • “ProtectBuy” at Diners and Discover.


    To make online payment transactions safer, the transaction needs to be confirmed by at least two of the following three elements:

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  • Why haven't I received my refund?

    The length of time it takes for a refund to be processed depends on the payment method used.

    • Credit/debit card: Refunds can take 3-5 days to be visible in your bank account, excluding your bank’s processing time.

    • PayPal: Refunds can take 1-2 business days to be visible in your PayPal account, excluding your bank’s processing time.

    • Direct bank transfer (Ideal, Sofort): Refunds can take up to 15 days to be visible in your bank account.

    Please take into consideration that if you cancel your booking, we first have to wait for our travel partner to reimburse us before we can issue your refund.

    Please do not file a dispute with your credit card company or PayPal if you have a pending refund request. Once a dispute is filed, we are not able to process your refund until it clears, which can take additional time for processing.

    If the deadline to receive your refund has passed, please contact us using one of the channels below.

  • Why was my payment rejected?

    Don’t worry if your payment is initially declined:

    • You may have entered incorrect payment details. Double-check your card details and billing address and try again.

    • Your card issuer may have not authorized your transaction due to a technical error or blocked it due to unusual activity. Please contact your card issuer or try another card or payment method.

    • You may have exceeded your card limit. Try again using another card or payment method.

    If your problem persists, it could be that your card issuer is preventing international payments for security reasons. Please inform your bank of your intention to make a purchase with us and try to book again.

    We are here to help! Please contact us below if you continue to experience any issues.

  • My booking failed but I've been charged. What can I do?

    If you experience a booking error, we guarantee that you will be refunded in full. First, please make sure to double-check that your booking was unsuccessful before you try to book again!

    If you have an account, you can check under "Your bookings" for any tickets purchased. If you do not have an account, we kindly ask that you check your email inbox after waiting 30-45 minutes. You will receive an email confirmation if your booking has been successful.

    If your booking was unsuccessful and you have been charged, you will of course be refunded. When exactly you will receive your refund depends on which payment method you used:

    • Credit card: Failed payments are blocked for 72 hours and released back to you after this time.

    • PayPal: Your money should be refunded immediately. If after a couple of hours you haven’t received it, please contact us directly.

    • Direct bank transfer (Ideal, Sofort): Your money will be automatically refunded but may take up to 15 working days, depending on your bank.

  • I’ve received a booking error message - have I been charged?

    If your booking failed during the checkout process, you may see a pending charge in your bank account.

    Rest assured that your funds have not been deducted, and the charge will clear automatically. No further action is required.

    Before we can secure your tickets from the travel company, a temporary hold is put on the necessary funds in your bank account. If the following stage of the booking process fails, this amount is released back to you instantly.

    It can sometimes take your bank some time to recognise that the funds have been released, however. In these instances, you may see a pending charge on your statement.

    The money released back to you will not appear as credit from Omio, since the funds were never actually withdrawn.

    If you’re concerned about a pending charge on your account, we recommend contacting your bank to put your mind at ease.

    Please make sure to check if your booking was unsuccessful before you try to book again! 

    If you have an account, you can check under "Your bookings" for any tickets purchased. If you do not have an account, we kindly ask that you check your email inbox after waiting 30-45 minutes. You will receive an email confirmation if your booking has been successful.

  • I’ve received a booking error message - is my booking valid?

    Connectivity issues are rare, but when they do occur, your booking can fail at the last moment. In these instances, you will receive an error message. These issues are usually resolved quickly. We therefore recommend trying to book again a little later.

    First, please make sure to double-check if your initial booking was unsuccessful before you try to book again! 

    If you have an account, you can check under Your Bookings for any tickets purchased. If you do not have an account, we kindly ask that you check your email inbox after waiting 30-45 minutes. You will receive an email confirmation if your booking has been successful.

    If you’ve tried to book several times without success, we may need to investigate further. Don't hesitate to contact us if you have experienced several failed booking attempts.

  • I am expecting a refund, but my credit card is no longer valid. Can the refund be issued to a different credit card?

    We can only issue refunds to the original credit card or payment method and currency used at the time of booking.

    In case of an expired credit card or closed account, we kindly ask you to contact our Customer Service team, who can provide the Acquirer Reference Number (ARN) with which your bank can locate the refund.

    Please contact us using the options below.

  • I used an Omio voucher when placing my booking and now I want to cancel my booking. Will the voucher be refunded as well?

    If using an Omio promotional voucher during booking, the voucher will not be reimbursed when a refund is requested. Per the terms and conditions stipulated in the Omio voucher, the service fees are non-refundable.

  • I was charged but haven't received my tickets - what should I do?

    In most cases, this is due to a typo in the email address or an incorrect email address being provided during booking. Firstly, please check with your bank to see if you were charged.

    If you haven't been charged, then unfortunately, your reservation was not successful — you will need to make another booking.

    If you were charged, a confirmation email will have been sent to the email address you provided when you booked. If you can’t find it, please make sure you entered the address correctly and check your spam folder. 

    Please contact our Customer Service team and provide them with proof of payment. Based on this information, we can locate your booking and re-send your confirmation. 

    Please note, if you were redirected to a travel company website to complete your booking, you will need to contact them for after-sales support. This is because the booking was not made within our system, and therefore, we do not have access to your reservation details.

    If you have an Omio account, you can re-send your confirmation email by selecting the option from the Your Bookings page. If you haven’t received a confirmation email within 24 hours of booking, or your departure is less than a day away, please contact us.

  • The price of my ticket changed before I finished booking

    Our system is designed to retrieve and compare ticket prices from over 350 travel companies worldwide in real time. Because ticket prices and availability can be updated at any moment, this can result in a price change whilst booking with Omio.

    If a price change happens, you will be notified before the booking is confirmed and before any payment is made. As the prices are set and updated by the travel companies themselves, we do not have any the possibility to alter the prices shown.

  • Why is there a service fee?

    Some bookings made with Omio require the payment of a service fee. This fee is related to all the benefits and services you get during booking and after getting your tickets through Omio. This helps us to run our platform, including our website translations and different payment options, Customer Service support 7 days a week in 5 languages, assistance for modifying, canceling or refunding tickets (when allowed by the travel company) and the help which is provided whenever you have doubts or questions about your trip.

    The total cost of the tickets and the service fee will always be displayed before confirmation of any payment.

  • Do you provide an invoice?

    Most travel companies we work with consider the ticket itself to be an invoice. If you book via Omio and there is a booking fee, you will receive an invoice for our services in your confirmation email.

  • Paying with iDEAL

    What is iDEAL?

    With iDEAL you can make online payments reliably, securely and easily through a direct online transfer. Payments are done using your bank’s mobile banking app or online banking environment.

    Is iDEAL safe?

    iDeal is a secure payment method since the payment is done within your bank’s app or environment, using strong security techniques and standards.

    How to use iDEAL on Omio.com?

    When finalizing your booking, you can choose the payment option “iDEAL – Direct Bank Payment”.

    image1.png

    After choosing your bank, you can pay via your bank’s app or website.

    image2.png

    After logging in, you get an overview of the transactions and instructions on how to pay the bill.

    image4.png

    After confirming the transaction by entering the security code, you can review the complete order, including the amount, transaction ID and the order number, before finalizing the booking.

    image5.png

    Why can’t I use iDEAL?

    This may be due to the following reasons:

    • The currency you selected not being supported by iDEAL. Only EUR payments are accepted.
    • You are not a resident of the Netherlands.
    • Your bank does not have a license for processing iDEAL payments. If your bank name does not appear in the drop-down menu, your bank is probably not supported by iDEAL.