I recently took a DAMAS bus from Ronda to Seville after booking my ticket through Omio. I arrived with my QR code ticket and expected it to be valid like normal.
However, when I boarded, the driver simply said “no” without any explanation or assistance. There was no effort to clarify the issue, and I don’t speak Spanish while the driver didn’t speak English, so communication failed completely. Other staff confirmed I was at the correct bus, but the driver still refused to accept the ticket.
Because the bus was about to leave, I ended up buying another ticket in cash and effectively paid twice for the same journey.
Omio’s support initially only provided a chatbot that didn’t help, and I was left unsure about how to resolve the issue.
Update:
After emailing Omio and the bus operator directly, I was able to get a response from a human support agent within about a day, and my refund was eventually confirmed. The bus company also acknowledged the complaint and confirmed they had cancelled the original ticket in their system.
While it was eventually resolved, the whole process took more effort than expected for a small ticket issue, and the experience was very frustrating at the time.
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