Terms and Conditions of Use

Last Update: May 27, 2024.

I. About Us

The GoEuro and Omio brands belong to Omio Corp. (hereinafter "Omio", "we"). For more information on Omio, please visit our Imprint.

Under the Omio brand and banners, Omio operates internet-based platforms in various languages, as well as mobile apps.

Our services include the identification, comparison and intermediation of travel services with a direct booking option for most of our offerings. Additionally, You can choose to be redirected to one of our Affiliate’s Sites, where You can book accommodation or car rental services, among others. Affiliate Sites are third-party websites whose products we promote in exchange for a fee such as accommodation services.

Omio is an independent company. We do not provide our own travel services, or operate our own tours; we do not own any of the third-party providers (carriers or other service providers), nor are we under the economic control of any of these third-party providers.

II. Terms and Conditions of Use

Together with our Privacy Policy, these Terms and Conditions of Use ("T&Cs") govern Your use of Omio services, websites and mobile apps, and form the basis for the usage agreement between You and Omio. Additionally, a legal relationship between You, the customer, and ourselves will arise in instances where we offer our own services against payment. Such individual agreements between You and Omio, for example as part of a booking, will take precedence. Deviating or opposing general business terms and conditions held by You are not applicable.

Notwithstanding the above, if You are a user who purchased a ticket from providers SNCF (including Ouigo France and Ouigo España tickets), Omio Voyages SASU, the Omio French subsidiary, will act as the contractual party in respect of Your booking. For the purpose of these bookings, “Omio” and “we” shall refer to the legal entity Omio Voyages SAS, where applicable.

These T&Cs apply exclusively to Omio services, namely the identification of travel connections and the intermediation of services offered by third party providers (carriers and other service providers). In addition, and separate to these, the terms and conditions of each third-party provider will apply to any tickets and services offered by said providers (e.g. transport, accommodation or holidays). Furthermore, additional terms and conditions may apply to the third-party booking platforms to which You are forwarded. Omio has no influence over conditions supplied by third-party providers.

Omio provides its services through or with the help of some of its subsidiaries (Omio Travel GmbH, Omio Voyages SAS, Omio Services GmbH and Omio Travel UK Ltd). For the purposes of bookings, these subsidiaries are included in the terms "Omio" and "we".

III. Our Services

Omio services are designed to make it easier for You to plan Your trip by equipping You with the information You need and providing a clear comparison of the travel options presented.

The actual travel services (e.g. transport from A to B) do not form part of Omio’s services, but rather form part of a separate contract concluded between You and the respective third party. Omio acts as an agent for the purposes of offering a booking service to You, as the user of Omio. We are therefore not responsible for the travel service provided by the third party, nor the manner in which this travel service is provided.

Omio services include:

1. Search engine + comparison platform for travel services

Based on Your search input, We provide You with a clear overview of various travel options using different methods of transport (e.g. train, bus, plane, ferry or rental car). As we rely on the information made available by third parties, booking platforms and information platforms, we cannot guarantee the accuracy or completeness of the results. You can compare the travel options by price, travel duration and other aspects.

2. Booking via external third-party providers

Our results page includes direct links to the booking pages of the respective third-party providers. Clicking on a link will redirect You to the third-party provider's booking page, where You can purchase the corresponding service and make a reservation.

A contract for travel services will be concluded only between You and the respective third party provider. For this reason, only the conditions of the relevant third-party provider will apply to the travel services booked in this manner (bookings and reservations). Payment is made via the payment system provided on the third-party website. Any changes or cancellations must be made directly with the relevant third party.

We receive a commission from the third-party provider for acting as an agent for the purposes of offering a booking service. Additional fees imposed by the respective third-party providers may also apply.

3. Direct booking on our website

For selected third-party providers and connections, we sell the tickets in the name and on behalf of the third-party providers on our website, as commercial agent of the third-party provider. In these instances, we offer secure online booking options directly on our website, and You will not be redirected to the booking page of the respective third-party provider. SNCF Travel services (including Ouigo France and Ouigo España) are exclusively intermediated by Omio Voyages SASU.

When You book a connection through our website, we collect the necessary data (such as the traveller's name, email address, and payment information), in accordance with our Privacy Policy. Acting as commercial agent of the travel service provider, we then submit the booking to the relevant travel service provider. The tickets are sold on behalf of, and on account of, the respective third-party provider.

By clicking on the “Pay Now” button on our booking page, You are making a binding offer to conclude a contract for the respective transport or travel service. The contract is concluded once You receive a booking confirmation by Omio. This booking confirmation amounts to a declaration of acceptance by Omio. You will receive the booking confirmation by email, along with the travel documents and our invoice. The travel documents are usually printable tickets issued by the relevant service provider, and are typically sent as a PDF file, or in other common electronic formats, such as mobile tickets with QR codes. In individual cases, and for certain connections, You may receive a booking code or ticket voucher in place of printable tickets. These must be redeemed at the ticket office, or a ticket vending machine, at the given departure point before departure.

Once received, we recommend You review the travel documents immediately.. Any errors or incorrect information must be immediately communicated to Omio to allow for timely correction of the documents. You can contact our customer service here: Help Center

As set out under these Terms and Conditions, and as agreed to at the time of booking, we may charge a service fee for the services provided to You on our platform. We also receive a commission from the respective third-party provider. Additional fees imposed by the respective third-party providers may also apply.

The direct booking of transport and travel services on our website can only be carried out using the payment method provided. For the collection of payments in GBP from cards issued within the UK, we use Omio Travel UK Ltd. (1st Floor West, Davidson House, Forbury Square, Reading, Berkshire, RG1 3EU, United Kingdom, VAT ID 324 6426 13). All other types of payments will be processed by Omio Services GmbH (Warschauer Platz 12, 10245 Berlin, VAT ID DE349107232). Omio is authorised to collect payments on behalf of each of the relevant third-party providers. By making successful payment to Omio, You have fulfilled Your payment obligations towards the travel service provider with discharging effect.

When paying for a booking by credit card, You expressly consent to the collection of the fee for the applicable travel service, including the specified service fee, from that credit card by our fulfilment partner or payment service provider. Should You choose to pay via PayPal or online transfer (if possible), You will authorise the payment Yourself.

Should You wish to cancel the transport or travel service and withdraw from the contract, the terms and conditions of the travel provider with regards to cancellation will apply. We will handle Your cancellation request and forward it to the relevant carrier. You can contact us by telephone or via email. Where the ticket conditions allow, it may be possible to cancel directly with the carrier.

We assume no liability for the availability of the trip at the time of booking or for the fulfilment of the booked trip by a third-party provider. We do not sell package holidays.

4. Ranking Transparency

Omio offers a comparison and booking service for train, bus, ferry and flight journeys. Search results are generated based on the route You enter into our search engine on our App or Website. You can sort the results by price, length of journey, departure/ arrival time, amongst other parameters, by using the filter option. We reserve the right to change the parameters by which we sort search results on our Website and App, in order to further improve our user experience.

We only receive a commission from transport providers when a booking is made. Transport providers do not pay to have their services ranked higher in our search results.

5. Provision of travel insurance

We arrange travel insurance in several languages and countries. When offering travel insurance, We act as an Ancillary Insurance Intermediary as defined by the European Insurance Distribution Directive.

European Union: Insurance policies purchased by residents of the European Union are provided by Cover Genius Europe B.V., trading as XCover.com and underwritten by Collinson Insurance Europe Limited, regulated and authorised by the Malta Financial Services Authority to carry on insurance business under the Insurance Business Act, CAP 403 of the Maltese Laws. Cover Genius Europe B.V. is registered in Malta under registration numberC89977, and has a registered office at Third Floor, Development House, St. Anne Street, Floriana, FRN 9010, Malta. Cover Genius Europe B.V. is registered at the Dutch Chamber of Commerce under number 73237426 and licensed as an insurance intermediary and authorised agent at the Dutch Authority for the Financial Markets under licence number 12046177. XCover.com is a trading name of Cover Genius Europe B.V.

United Kingdom: Insurance policies purchased by residents of the United Kingdom are provided by Cover Genius Ltd trading as XCover.com and underwritten by Astrenska Insurance Limited. Omio Travel U.K is an Appointed Representative of Cover Genius Ltd, a firm authorised and regulated by the Financial Conduct Authority (Firm Reference No. 750711), with registered office at C/O Work.Life Old Street, Rivington House, 82 Great Eastern St, London, England, EC2A 3JF, and registered under company number 09408621.

US: Insurance policies purchased by residents of the United States are sold by Cover Genius Insurance Services, LLC. Cover Genius Insurance Services LLC is a Delaware limited liability company, with main place of business at 11 West 42nd Street, 30th Floor, New York, NY 10036. via XCover, our platform. Our California insurance producer licence number is no. 6000406. Insurance coverages are underwritten by Zurich American Insurance Company, a New York domiciled company with its principal place of business at 1299 Zurich Way, Schaumburg, IL 60196 (NAIC #16535), and are subject to the terms, limitations and exclusions in the plan.

If you have a complaint, please contact Cover Genius first. The complaints policy, and the details to reach a local complaints institute, can be found in the policy documentation you received while taking out your insurance.

6. Registration

When You book with us, You can create an account with Omio, or checkout as a guest. You can access Your individual profile by entering Your email and selected password, or via Facebook login. Your personal data and booking information will be handled in accordance with our Privacy Policy.

Only legal adults and natural persons of full legal capacity may register for an account. The user must provide all required information in a complete and correct manner and, when necessary, provide updates. Registration is non-transferable.

Once registered, Your account will be active for an indefinite period of time. Both the user and Omio are entitled to terminate the account at any time by providing two days' notice. The right to termination without notice for good cause remains unaffected.

7. Payments & Fees

You will be presented with a breakdown of the costs and fees that comprise the amount due for each booking, including fees charged by the Provider. You agree to pay, or authorise, the payment for all such fees, together with any additional fees or costs as may be incurred by Your credit card or payment service provider, if any. Your payment may only be made via the acceptable payment system(s) specified on the reservation booking page, whether on the Service Sites (for Direct Bookings), or on the Provider’s website (for External Bookings).

7.1. Service Fees, Booking Rate

When booking directly on our app or website, we may charge a service fee to run our platform and our service (e.g. website available in multiple language options, different payment options, customer support in several languages, etc.), as set out in these T&Cs. These service fees help us improve our website to ensure the best quality experience for our customers. Service fees may vary, as they are calculated for each individual booking. Please note that Our service fees are non-refundable. This is because Our service fees are charged for the intermediation services provided by Omio, which are fulfilled when the booking has been confirmed to You.

In addition, Omio may charge a booking rate for the search, comparison, combination and booking service we offer via the platform. The booking rate relates to Omio’s costs to maintain and develop all the various travel services we offer (various travel modes, countries, travel operators, etc.) and to process the bookings with our travel partners. If you booked a refundable fare, the booking rate will be refunded.

You may be charged both when booking a trip on Omio. Omio will inform you before purchase which service fees and/or booking rates apply so you can accept them before paying.

We endeavour to display the applicable service fees and / or booking rate at the earliest possible opportunity. You can access more information on service fees in our FAQ. When using a foreign currency, foreign transaction fees may also apply.

7.2. Fees for changes or cancellations

Applicable for all bookings as of 19 April 2021 (included).

Depending on the third-party provider and fare type, You may be able to either cancel and get a refund for Your ticket or change Your ticket online, via our Help Center, or directly with the third-party provider. We will generally inform You of the main conditions during the booking flow, but we strongly advise You to read and understand the third-party provider’s terms and conditions before completing Your booking.

You may need to pay for any difference in cost for Your new ticket, and any applicable fees determined by the third-party providers. In addition, if You decide to change or cancel Your flight or ferry ticket through our Help Center, Omio may charge You a booking cancellation or amendment fee for the service performed by our Customer Service team. Please note that our cancellation and amendment fees do not include cancellation or amendment fees which may be charged by the travel provider, according to their terms and conditions. Cancellation and amendment fees are non-refundable.

Changes or cancellations processed through our Help Center may only be guaranteed if Your request is submitted at least 24 hours prior to the departure time of Your trip for air tickets, or 72 hours for ferry tickets. Please keep in mind that this is always subject to the terms and conditions of the corresponding third-party provider, which may be more restrictive.

We won’t change, cancel, replace or refund fraudulent tickets.

Omio Service Fees for changes or cancellations:

Transport Mode Domestic or cross-border Fee incl. applicable sales tax / VAT (€*) Per booking / per ticket / per passenger
Flight Domestic 8€ Per passenger / per Processed Request
Flight Cross-border 12€ Per passenger / per Processed Request
Ferry Domestic 8€ Per passenger / per Processed Request
Ferry Cross-border 12€ Per passenger / per Processed Request


*If Your original booking was processed in a currency other than Euros, please note that an equivalent amount will be calculated using a system-wide rate, known as the base exchange rate. This rate is used for currency conversion using data from one or more third parties. We regularly update the base exchange rate, it may not, however, be identical to the real-time market rate.

A trip is considered Domestic when Your city of departure and destination are located within the same country. A trip is considered Cross-border when Your city of departure and destination are located in different countries.

‘Change’ means Your voluntary request to change Your booking (date, route, name, purchase add-on services, upgrading Your fare, etc). Please be aware that any changes are subject to provider conditions.

‘Cancellation’ means Your voluntary request to cancel Your ticket(s).

A Processed Request means that after You contact our Customer Help Centre to change or cancel Your booking, our agents process the corresponding change and/or cancellation. A ‘booking’ refers to a sole ticket, or group of tickets for the same service/ route, bought in the same transaction. If You wish to cancel or change two or more bookings,, each request will be processed separately.

7.3. Card Processing Fees

As stated by the applicable laws, should You pay with a corporate card or a tripartite system, (American Express or Diners), additional fees will apply. These fees are non-refundable. Please note that Our systems automatically detect the payment method which is actually used by You and the corresponding additional fees are charged, if any.

8. Limitations

We make our website and its respective functions available to users; there is no entitlement to the provision of specific functions. We have the right to make changes to the content or functionality at any time (for example: through patches, updates or modifications). We do not guarantee the permanent availability of our website. More specifically, technical problems that are outside of our control may lead to downtime. Website maintenance may affect availability and will be carried out, when possible, with due care to prevent disruption. Proprietary rights and all other rights relating to this website belong to Omio.

9. Duties and Obligations of the User, Advice

You as the user are responsible for ensuring that You comply with all formalities of travel (passport and visa requirements, entry requirements, customs and currency regulations, vaccination requirements and other health ordinances). To ensure that Your journey runs smoothly, You must take note of any instructions and advice provided by transport providers and/ or forwarded by Omio.

10. Liability

We endeavour to always display accurate and current information to the fullest extent possible. However, we rely on information conveyed to us by third-party providers, and are therefore unable to fully verify the accuracy or currency of the information that we gather and display. We make no representations or warranties, nor can we offer our users any guarantee as to the accuracy or completeness of the travel information. The same applies to all other information presented on our website that is or has been made available to us by third-party providers.

We do not participate in the presentation or description of travel services on the websites of third-party providers. We are therefore not liable for the content of third-party offers or for any contracts concluded with third-party providers.

When acting as an agent for the purposes of offering a booking service for third-party offers, we bear no responsibility for the availability of services or travel connections at the time of booking, or for the actual delivery and satisfactory performance of services booked with third-party providers. Neither we, nor our subsidiaries, make any representations or warranties with respect to the information, products, services or software provided on or contained within our website, in particular with regard to the suitability for a specific purpose – unless this has been expressly and individually agreed to with our users. Any warranty claims, or claims for damages, are to be brought directly against the relevant third-party provider.

While we strive to ensure the faultless and uninterrupted technical operation of our service, we assume no liability for any disturbance or interference in the network which has not been caused by us. This applies in particular to the uninterrupted and prompt accessibility of our service, technical delays or failures, and any damages resulting therefrom.

We don’t accept any liability or responsibility for any services booked through our Affiliates’ Sites.

Our website contains links to other sites that we do not operate or control and for which are not responsible. We do not endorse the content of these websites, nor do we take any responsibility for the lawfulness or functionality of such content. We accept no liability for any loss or damage that may be caused by the use of such sites. We recommend that You carefully read the Terms of Use for each of these websites.

Our own liability in accordance with Section 10.1 below remains unaffected.

10.1. Limitation of Liability

Our liability and that of our employees, legal representatives or agents shall be limited to wilful intent and gross negligence. This limitation does not apply to injuries to life, limb or health, to breaches of warranty, to claims under the German Product Liability Act or to material breach of contract, i.e. obligations which are essential to the proper performance of the contract or fulfilment of the contract purpose, or on the observance of which the contractual partner may regularly rely.

In the case of breach of material contractual obligations through minor or simple negligence, we are only liable for typical and foreseeable damages.

11. Your Rights

Right to withdraw. Under Section 312g, Paragraph 2, Sentences (1) and (9) of the German Civil Code/ BGB, the Right of Withdrawal does not apply to contracts for the provision of travel services, where the contract provides for a specific date/ period of performance (i.e, the travel ticket is for a certain date). The terms and conditions of the travel provider with regards to cancellation will instead apply.

Rail passenger rights. The Regulation (EU) 2021/782 of the European Parliament and of the Council of 29 April 2021 on rail passengers’ rights and obligations is applicable to Omio as the intermediary of train ticket sales. You can find a summary of Your rights and obligations in all EU official languages here, and You can also contact our Customer Service teams via the Help Center for any questions in relation to Your rights as a rail passenger.

Linked Travel Arrangements and Travel Package. Our services do not include the sale, organisation or arrangement of any travel packages or linked travel arrangements, as defined in the EU’s Directive (EU) 2015/2302 or the UK's Package Travel and Linked Travel Arrangements Regulations 2018 (together, the ‘Travel Package and Linked Travel Arrangements Regulations”).

Our Service Sites may contain links or redirections to third parties’ independent websites or third party white label platforms which offer other travel services. If you choose to book additional travel services from these third-party providers via links or redirections from our booking confirmation, those travel services will not constitute a travel package nor linked travel arrangements. Therefore, you will not benefit from the rights applying under the Travel Package and Linked Travel Arrangements Regulations, and We will not be responsible for the proper performance of those travel services. In case of problems, We invite You to contact the relevant third-party provider.

You can access the Directive (EU) 2015/2302 here for more details.

Please note that Section 11 does not encompass all of your rights as an Omio user or customer of a travel service booked through Omio. You are entitled to additional rights under both EU and other relevant national consumer laws.

IV. Data Protection

Our Privacy Policy outlines the way in which we handle Your data when You use our service. By using our website and/or our mobile apps You consent to the use of Your information in accordance with our Privacy Policy.

V. Changes to our Terms and Conditions of Use

Our services are constantly evolving and expanding. We therefore reserve the right to modify these terms and conditions at any time. For existing users, the terms and conditions that were valid at the time of the last booking will apply, unless a notice of amendment was received beforehand.

VI. Contact Information / Notifications

If You have any complaints, or believe that any of our website content violates the rights of third parties, please inform us:

Omio Corp.
Warschauer Platz 12
10245 Berlin
Germany
Help Center

For more information on Omio, please visit our Imprint.

Help us improve our service. We welcome Your feedback, negative or positive, as well as any improvement suggestions. Leave comments, rate our service or simply write to us at:

Help Center

By submitting Your feedback, You consent to our use and sharing of such free of charge and anonymously for our own commercial purposes. This will of course be carried out in accordance with our Privacy Policy.

VII. Dispute Resolution (Online)

The EU Commission has created a platform for online dispute resolution (ODR platform), which can be accessed via the following link:

http://ec.europa.eu/consumers/odr/

Here complaints or requests can be posted online.

In accordance with Section 36 of the German Act on Alternative Dispute Resolution in Consumer Matters (VSBG), we hereby inform You that we are neither willing nor obliged to participate in a dispute resolution procedure before a consumer arbitration board.

VIII. Miscellaneous

The contractual relationship between Omio and the user will be governed by German law, unless a different jurisdiction is applicable as per Law. Claims arising from consumer protection standards can be asserted by the user in accordance with German law or the law of the EU member state in which she or he resides. The provisions of the United Nations Convention on Contracts for the International Sale of Goods dated 11 April 1980 shall not apply.

The exclusive place of jurisdiction is Germany, provided the user is a merchant or a legal person under public law. Omio is headquartered in Berlin, Germany. Berlin will also serve as the place of jurisdiction if the user has no general place of jurisdiction within Germany. Any additional mandatory places of jurisdiction for users classified as consumers, at their respective home or place of residence remain unaffected.

The original version of these Terms and Conditions is the English version. In the event of any conflict between the English Terms and Conditions and any translated version, the English Terms and Conditions shall prevail, unless local law provides otherwise.

Omio Corp. is registered in the Commercial Register of Delaware, USA under No. 4973690, with an address at Warschauer Platz 12, 10245 Berlin

Omio Travel GmbH, AG Berlin Charlottenburg HRB 138345, with registered address at Warschauer Platz 12, 10245 Berlin, Germany

Omio Services GmbH, AG Charlottenburg, HRB 233698 B, with registered address at Warschauer Platz 12, 10245 Berlin, Germany

Omio Voyages SASU, R.C.S Versailles 810 351 437, with registered address in 27 rue Paul Bert, 78800 Houilles, France; Atout France Registration IM075150024, and, with financial guarantee from: APST, 15 avenue Carnot, 75017 Paris, France). Professional Civil Liability details are the following: i) Insurance broker: Cabinet FACT SarL, 14 place du Chapître, 51100 Reims, France; ii) Insurance company: Allianz IARD, 87 rue de Richelieu, 75002 Paris, France.

Omio Travel UK Ltd., Registrar of Companies for England and Wales: no. 11348179, with a registered address at 1st Floor West, Davidson House, Forbury Square, Reading, Berkshire, RG1 3EU, United Kingdom

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