In case of delays, you can request compensation from the EU train operator as below:

• 25% of the value of the affected part of the journey, for a delay between 60 and 119 minutes included.
• 50% of the value of the affected part of the journey, for a delay of 120 minutes or more.

You can contact our Customer Support team via our contact page, and they will be able to provide you with more information on how to make a claim.

If your booking includes one single ticket for multiple connections operated by the same EU train operator, then the EU train operator should guarantee your connection by offering you either a full reimbursement or a rerouting option at no additional costs (except in some cases, such as force majeure events).

You can find more detailed information about your rights here. 

If your booking includes at least 2 tickets corresponding to the various legs of the journey combined at Omio’s initiative, you may not have the option to be rerouted without extra charges, as each of your tickets represents a different transport contract, and you might need to buy a new ticket to continue your journey. It's important to keep in mind that any claims for compensation should be submitted separately for each transport contract. Omio will inform you before and after you finalise your booking if your connection(s) is not guaranteed.

You can contact our Customer Support team via our contact page, and they will be able to provide you with more information on how to make a claim.

Depending on the EU train operator, you may be required to purchase a specific ticket to reserve a space for your bike.

Unfortunately, Omio doesn’t yet have the ability to offer this, but we are doing our best efforts to make this happen. For the time being, you will need to check the specific train operator’s policies for travelling with a bike.

You can find the links to each operator’s website below.

If you require assistance at the station and/or on board- the train during your journey for yourself or for your travel companion, you need to contact the EU train operator you are travelling with at least 24 hours before the assistance is needed. Your EU train operator will be indicated on your ticket. 

If your booking includes multiple tickets involving 2 or more EU train operators, please note that you may have to request assistance separately with each of the EU Train operators, as indicated on each of your tickets.

If your booking includes multiple connections involving the same EU train operator, you only need to contact the EU train operator you are travelling with. The EU train operator should also inform you in case you need to notify your assistance needs to any other train operator or station manager involved in the journey you booked or you intend to book.

You can find the links to each operator’s website below.

We work hard every day to improve our support services and be able to assist you with seat reservations for travellers with reduced mobility (PRM) or disabilities, and their companions.

At the moment, this service is not supported by our systems. However, you can book a seat or request assistance directly from the EU train operator you'll be travelling with. We're doing our utmost to improve our services in this regard, and we appreciate your understanding.

You can find the links to each operator’s website below.