I would not recommend Egencia, as they are hopeless incompetent.
Their emergency numbers are not in use, and there are long waits (50mins) for their alternative emergency helplines.
All in all, a poorly run company, especially for their overhead charges. I would say stay away if possible, especially in lieu of cancelled flights, you are better off managing the situation on your own.
Review by Ododo3 months ago
Incompetent, slow to respond, archaic and ridiculously overpriced.
Firstly, their rates are horribly overpriced, when addressing the issue, the customer service says sorry... that's all.
When you call customer service they charge you enormously (I called from Germany their french number and was charged 25 eur), and you wait in line for at least 30 min.
It's been a year and they still cannot manage to offer proper tickets from Berlin to France, constantly offer to book separately and only paper ticket option which is impossible to deliver to you if you do a short term booking.
I am constantly disappointed and of course, all they say is we are sorry. I am strongly advising my company to end the contract with them.
Review by Wotherspoon3 months ago
This is a follow up of my previous review dated 26th March 2019. The issue is still not resolved and is rotating within the interdepartmenal process at Egencia. Atl east this is what was told 2 weeks back, but nobody knows the current status.
One basic advice:
Train your frontdesk staff to say their full name in case there are more than 1 person working with similar names, otherwise followup is not possible and one gets into the same clueless loop. This happened on more than 2 occasions and seems Egencia HR didn't think of this issue.
As far as my issue is concerned, I have given up on Egencia!!
Review by Anafili Elbery5 months ago
Terrible. Told them I was driving and couldn’t write anything down and requested room in one town and they booked me in another “nearby” town without asking me and then wouldn’t refund my money because the rep had read back the travel arrangements to me and I didn’t catch it. Avoid if you can
*update: an egencia rep saw my review and took another look at my case and has overruled previous decision and says will refund my credit card. I am now satisfied and have updated my review
Review by HarryL5 months ago
The most hapless and hopeless travel service I’ve ever used. No one would use this unless forced to by our corporate policies.
Review by Jbyard6 months ago
Having travelled Internationally for many years having plenty of experience of TCM and various systems I have to say Egencia is the worst.
1 - Had problems in Canada due snow recently and had no contact from Egencia and no assistance to get to New York at all missing important meetings.
2 - Hotel Loyalty points regularly miss out on Hilton Points when booking via Egencia and pricing is always uncompetitive to booking Hilton Direct.
3 - Eurostar booking currently cannot book Eurostar from the UK to Brussels from either Ebbsfleet or Ashford International this has been raised for over a week and not fixed.
4 - Flight Options cannot find Norwegian Premium flight options yet can book Economy. Flight options are generally poorer even compared to their parents website Expedia.
Review by Blubulb7 months ago
Just spoke to someone called Raj. Easily the best customer service I've dealt with. Super friendly, incredibly helpful, and relatable...all too often you can tell a customer service rep is reading off a script.
Review by Mansour Milou7 months ago
Booked two day trip to NYC and then called on 04-29 to change my departure time from AM to PM. They advised they would charge me more than 500.00 to change time (original ticket was less than 200) They rep said American Airlines could possibly do it for 75.00-which they did on 04/30. Received new reservation , seat #, confirmation. I get to the Airport to return to Boston and AA rep says Egencia called at 830AM and cancelled my flight. I call egencia - nice lady says I called and cancelled flight on 04-29. I explain I didn’t and was currently on the trip- why would I cancel the return flight. She transfers to manager -I give her confirmation of my departure change - reservation #, showing that the night before I was able to change the departure time (04/30) - so how could I have cancelled the flight on 04/29? She didn’t have an answer - kept saying “we have documentation that I cancelled” as if I was trying to trick them? There was definitely a tone of distrust and for the life of me I cannot figure out what this lady thought my endgame was. I’m trying to scam them by cancelling a trip already paid for and then pretending I didn’t cancel it? What’s the upside for me? She wasn’t listening - just kept defaulting to “well we have documentation” Ultimately her advice was to buy another ticket...and then they would “look into it further” at which point I realized I was talking to the wrong people and sorted it out with American Airlines(who were great)
They had the same issue “well Egencia cancelled it” but actually listened- and looked at my receipt, flight confirmation, the details of the situation and used reason to assess that while there was an issue, it was not with me the customer- and they managed to do it without implying I was the one con-man in the world that doesn’t try to make a profit. I can’t get over that part specifically - what is the implication? Why go on a trip, cancel the return flight and then pretend I didn’t- how do I benefit ?
Telling me to buy another ticket while they“investigate”(!?!).
That’s an almost impressive level of not caring about your customers -or human beings in general.
Review by Bhakta7 months ago
Jesus. Getting your account manager to actually help you is impossible. Her go-to is always "contact customer service." The point of using the system is to not have to be on the phone booking flights. The point is to do it all online. Goodluck with that, though. For over two hours, I have been trying to book flights on their system -- every single fare tells me that it is unable to be booked online. How interesting -- they want to force you to call their agents so they can then charge you an obscene amount for booking a flight over the phone. It takes hours, if not days, for the account manager to get back to us, but she never has anything of value to actually report or say. Her responses are akin to "oh well!" Yet the sales guy has no problem hounding me multiple times a week to get on a call to discuss rolling out the system to all employees -- why the heck would I roll out a broken, crappy system that doesn't even let us book flights online? I regret ever choosing them and am looking forward to be able to find a new place and switch ASAP
Review by Makkalla Siros8 months ago
I'm a business traveler and points are my free vacations. With Egencia they make it super easy to find my points. For my flights, they auto populate because my UA and Delta numbers are in my profile. (Plus, If I book on Egencia, I can even use the airline's app & agents, so I feel like i have double support.)
For hotels, you can filter out which rates offer points and which do not. As long as you read the rate type, you can always get your points.
I'm on the finance side for my company, so I frequently run reports to find out who's overspending, what average ticket prices look like, etc. This gives me the data to make better decisions for my company when it comes to changing policies or negotiating with a new hotel.
Review by Alanirv9 months ago
Egencia came to our company and stated that travellers would still earn their points but you don't get them. People who lie get bad reviews in my books.
Review by BrainFlush10 months ago
I've implemented Egencia twice now, at my current and past employer.
I've managed travel for about the last 15 years or so and have used so many TMCs. With Egencia, you can run just about any report immediately and for all audiences. You don't have to "enter a helpdesk ticket" and wait.
I love that "trip controller" helps to stay compliance with our policy and that Egencia owns their own platform.
Egencia is transforming the travel industry. I can't wait to see what is coming next!
Review by Bogii10 months ago
For all bookings you need to follow-up to ensure that they are approved as you do not get any alerts from Egencia about outstanding approvals. The phone helpline is a disaster with up to 35 min in waiting line. In addition on their hotel website for business travel they list hostels that are fit for backpackers. Overall it is not a good business travel site, if you can find a small corporate travel agency where you can have face-to-face contact as Egencia is not yet up to scratch
Review by Tralice10 months ago
Always professional and courteous. They go out of their way to find you the perfect travel arrangements
Review by Castonguay Derrow11 months ago
You've made my business travel always the best part of my journey. Polite, concise, at times creative which I greatly appreciate and fun to have as a "travel partner". Thanks. You're always my choice!
Review by LuvTN Ipan11 months ago
Au top du top merci
Review by Dieles11 months ago
Easy to use, and very efficient!!!
Review by Haynezy11 months ago
Site is easy to use and provides the needed information relative to making and checking reservations.
Review by MoorsoP Calinel1 year ago
The folks at Egencia are always friendly and helpful!
Review by AngryManc1 year ago
Not Flexible - Poor service. Can't add/subtract hotel night with schedule changes, even days prior to arrival date. Misses adding in rewards system on travel. Call to fix and still no fix weeks later.
Review by Ashlie1 year ago
The online booking process is relatively simple and straight forward but the shonky billing practices that follow are a real worry. I'd heard of Egencia adding random amounts for services they didn't deliver to colleagues bookings but stuck with it, until recently. I've now been billed for receiving assistance from an agent, even though I booked on-line with no assistance, as you might expect for a simple domestic flight. On questioning the $75 of extra charges I've received no response other than an automated reply acknowledging my email, and subsequently an automated email apologising for still not getting back to me. I'm now at the point I need to investigate legal options as there is no readily accessible way of simply giving them a call to resolve the issue.
Review by Narlyna1 year ago
I have been learning a lot with Agencia on how to booked reservations. Very easy. love it.
Keep doing a good job Egencia.
Review by Valcourt Moalam1 year ago
I have to argue with about every three hotels I book with to get a receipt. I do not us Expedia when I make a reservation but I am constantly fighting to get my receipt because I need it for expenses and my credit card is the one charged. I keep getting told, "No you booked with Expedia and they will give you your receipt". Please fix this.
Review by Pegie Gadelhak1 year ago
Easy to use. My only issue has been flights not being updated when they are delayed. I had a delayed flight on one airline to where I would miss my connecting. I had to get back home, so I booked a flight on another airline. When I got to the counter to check in, the lady told me that flight was delayed as well and she couldn’t believe they let me book it. Long story short - I had to sleep in the airport that night.