The travel platform Omio allows you to find the best and cheapest travel options to thousands of cities. When we looked at reviews for the company, we saw that customers were happy as long as everything went right. However, it appears it can be expensive to change tickets and contact with customer service is not always a pleasant experience.
Why do we say this?
It seems as customer service is getting worse. “Customer service” has a negative impact on the grade and it occurs together with “bad” and “terrible”. The related topic “bad” has increased in occurrence during 2020, which is an indicator that people have been more dissatisfied with customer service lately. The topics “email” and “contacted” also has a negative impact on the grade.
Users need to make sure they book the right tickets since changing them can be hard. The topic “change” has an average grade of 1,77 / 5, which is lower than the overall average of 2,92 / 5. Reviewers mention you can not change or cancel your tickets without having to pay extra.
Although the Omio platform seems usable, the company might consider a more helpful approach towards customers.
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The research team at Gavagai performed this analysis using our AI-powered text analysis tool, Gavagai Explorer. All texts analyzed in this article are collected from public online data published on Trustpilot.
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