Yes! Having to cancel a trip can be frustrating, so why should your Omio Flex insurance exclude anything?

You don't need to tell us why you are cancelling your trip, just cancel your booking on the Omio app or website from 4 hours after purchasing the insurance up to 2 hours before the scheduled departure time and we will immediately get to work on processing your compensation.

Omio Flex insurance offers you a refund for part of the booking cost if you have to cancel your trip for any reason. You will be eligible for this compensation if you insured your journey at the time of purchase and cancelled your journey from 4 hours after purchasing the insurance up to 2 hours before the scheduled departure time.

This is just an overview of the insurance conditions. A full explanation of the Omio Flex insurance can be found in the benefit guide.

You will not be eligible for compensation under Omio Flex insurance under the following circumstances:

• You cancelled your booking less than 4 hours after purchasing the insurance or less than 2 hours before your scheduled departure time; or
• Payment of the compensation is prohibited under any applicable law or sanction regime.

Please note that partial cancellation is not possible. All tickets included in your booking will be cancelled and refunded.

If your journey is eligible for Omio Flex insurance, you will see the option to add the insurance for an additional fee when purchasing your booking. Just make sure this option is selected throughout your purchase and you will receive confirmation of your insurance and Membership Pack from us via email after completing your purchase.

When you buy Omio Flex insurance, your insurance details are automatically sent to the email address you purchased your tickets with on the Omio app or website. You should therefore be able to find your insurance information from us in your email inbox, please check your spam folder as sometimes it can end up there.

If you still cannot find the confirmation, please contact us and we will be happy to resend your documentation as soon as possible.

If the personal details you provided for your insurance are incorrect, don't worry. Simply contact us and we'll guide you through the process of rectifying it.

You may cancel your insurance within 14 days of receiving the membership certificate and receive a full refund of the membership fee you paid, provided that no compensation has been claimed or is pending claim.

It is not possible to cancel your insurance with a full refund after the 14 days have passed or if you purchased your Omio Flex insurance less than 28 days before the scheduled departure time of your journey.

If you wish to cancel your insurance, please contact us and we will be happy to assist you.

Note: Cancelling your insurance does not affect the validity of your booking and the underlying purchase with Omio.

Only the individual who purchased the insurance can make changes or cancel the cover.

If you're not the main insured but need changes, please have the purchaser get in touch with us. We'll assist with updating personal details or cancelling the insurance.

The insurance offers a refund for part of your booking cost. Please note this does not include any amount you paid for insurance cover or your booking fee.

The compensation amount does not change regardless of when you cancel your booking. You can find the details in your Membership Certificate, which you will receive via email upon purchasing the insurance.

The insurance applies to all tickets in your booking. If you submit a claim or cancel the insurance, it will impact all tickets included in your booking.

When providing your payment details following a successful claim, you are asked to confirm your country. This refers to the country that your bank account is situated in and may differ from your country of residence.

To avail of the Omio Flex insurance, you must cancel your booking on the Omio app or website from 4 hours after purchasing the insurance up to 2 hours before the scheduled departure time. The insurance applies to all tickets in your booking. If you submit a claim, it will impact all tickets included in your booking. You will be guided through the booking cancellation process on the Omio app or website.

You can read more about how to cancel your journey on the Omio Platform here.

Nothing at all! So long as you have Omio Flex insurance and you have successfully cancelled your booking through the Omio Platform, a claim will be automatically initiated to assess if the cover is applicable.

If your claim is approved, Omio will instantly issue you a payment directly to the original payment method you used when purchasing your ticket. You will receive an email from us detailing the outcome of your claim.

If you do not receive anything from us after cancelling your insured journey, please contact us and we will be happy to look into this for you.

Your Membership Pack explains how Companjon collects, uses and stores your personal data when you purchase Omio Flex insurance. It also outlines how you can exercise your privacy rights and how we comply with our obligations under data protection legislation.

You can conveniently access it here.

To exercise any of your rights under GDPR, including a right to request deletion of your personal data, please email us at dataprivacy@companjon.com.

Please include your name, insurance number and details of your request in the email.

We will aim to fully respond to your request within one-month of receiving it.

Our customer service team offers support in English, French, Italian, German and Spanish.

For accessing documentation in Lithuanian, please click on the links below:

• Narysystės Paketas
• Informacinis lapelis apie draudimo produktą 

If you're having trouble finding the answers you need in our FAQs you can contact us via:

Chat: We recommend to use this channel if you have an urgent question to ask and need a quick reply. Our team are available via chat Monday to Friday from 9AM to 5PM CET.

Contact Form: Perfect for contacting us outside of our customer service team's opening hours. While not as quick as our chat, we will make sure to contact you back via email within 1 business day.

We strive to deliver the highest quality customer service and work hard to resolve any problems and capture feedback.

You can contact us to share your feedback. We are looking forward to hearing from you!

We are committed to providing the highest level of service to you.

Sometimes however, things can go wrong. As a valued customer you have the right to submit a complaint.

You can submit your complaint through our contact form.

We promise to acknowledge your complaint within 5 business days of receipt and will provide you with information regarding next steps. You can read more about how our complaints process works in the terms and conditions of your insurance or here.