• I made a booking but have not received my tickets - what should I do?

    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 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 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.

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    The money released back to you will not appear as credit from Omio, since the funds were never actually withdrawn.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

  • 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.

    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.

Booking Errors

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 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 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.

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

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.

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.