La responsabilidad de cumplir con lo asegurado, además con rapidez y sin tener que hacer yo ninguna reclamación, eso es lo que más me ha parecido genial. Un excelente servicio...
Bedrijf heeft geantwoord
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Lees wat reviewers zeggen
Entreprise sérieuse. Apres annulation de vol par la Cie j ai reçu rapidement le remboursement de l assurance que j avais souscrite.
Bedrijf heeft geantwoord
After my flight got cancelled I expected their email, which I never received. After that, though, I decided to contact them first and after that they were swift, professional and very efficient. 4 sta... Toon meer
Bedrijf heeft geantwoord
J’ai fait une attaque cardiaque et j’ai voulu me faire rembourser mes billets d’avion. Je me suis rendu compte que l’assurance hikoala que j’avais contracté ne correspondait pas à mes attentes, a post... Toon meer
Bedrijf heeft geantwoord
Bedrijfsgegevens
Geschreven door het bedrijf
Koala provides simple, transparent travel protection through many of Europe's leading travel brands. We believe travellers should spend less time worrying about what could go wrong and more time enjoying their trip. That's why we've reimagined travel protection with clear coverage, automated processes, and a straightforward claims experience designed to be fast and fair. Whether you purchased cancellation, disruption, or another Koala protection product, our team is committed to delivering the experience we promise. Your feedback helps us continue improving our products and services. If you've travelled with Koala, we'd love to hear about your experience.
Contactgegevens
6 rue d'Uzes, 75002, Paris, Frankrijk
- contact@hikoala.co
- hikoala.co
4,3
Uitstekend
119 reviews
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I was told my refund
I was told my refund, backed by travel insurance, had been sent out 2 weeks ago.
If it takes 3 days, where is it?
This company is very dishonest in my opinion and hard to communicate with. I intend to write many bad reviews and contact the FTC and insurance agencies. Ripoff!!
28 juni 2026
Review zonder uitnodiging
Antwoord van Koala
We are sorry to hear that this was your experience. Unfortunately, your original payment encountered an unexpected issue with the banking process. As soon as we identified this, we arranged an alternative payment method to ensure your refund was completed. According to our records, the refund should now have been successfully received.
If you have any remaining questions or believe there is still an outstanding issue, please don't hesitate to contact us at contact@hikoala.co and we will be happy to assist you.
Kind regards,
Koala Team
Refunds processed when you can locate the portal
The information supplied on how to access a refund in Koala documentation is not accurate. It was only through another customers complaint that we were able to locate the TINY portable to access our refund. It is not in our Rail Europe account as directed by Koala but is the tiny small print at the end of the booking email. Please update your communication. Having said that, once we located the avenue to the portal, the process to apply for a refund was very straight forward and we received notification of the approval immediately with the indication of the money appearing in our account within 14days.
11 juli 2026
Review zonder uitnodiging
Antwoord van Koala
Thank you very much for your thoughtful review.
We appreciate you highlighting the difficulty you experienced in locating the claims portal, and we're sorry that our instructions were not as clear as they should have been.
Feedback like yours helps us identify where we can improve, and we are already working with our partners to make the claims journey easier to find and follow. We are pleased to hear that, once you reached the portal, the claim process was straightforward and your refund was approved promptly.
Thank you again for taking the time to share your experience.
Kind regards,
Koala Team
Untrustworthy — not recommended.
The Koala terms and conditions are poorly written and misleading. In them it tells you to cancel RailEurope bookings by logging into the RailEurope portal, where you will find a link that would redirect me to the Koala portal — but the link doesn’t exist. (Turns out the link is in your booking email). I then had a fairly unpleasant exchange with an unfriendly customer service team member, who initially refused my claim for what were, quite frankly, bullshit reasons. Long story short, I did eventually get a refund, but I‘m pretty sure it‘s only because I threatened them with a complaint to the regulator.
Edit: Koala’s reply below is disingenuous. Article 2 of their terms and conditions states “If you decide to cancel your booking at your own initiative at least 3 hours before the start of your booking, you will be refunded 90% of
the ticket price. Each individual booking can be canceled by using Koala Flex”. I cancelled all the bookings at least 3 hours before the start of each booking, therefore I was entitled to a refund. Koala team, all you’ve achieved with your reply is proving to me that you are not trustworthy.
10 juli 2026
Review zonder uitnodiging
Antwoord van Koala
Dear Garreth,
Thank you for taking the time to share your feedback. We are sorry to hear that parts of the process were frustrating and that your experience with our customer support did not meet your expectations.
We would like to clarify that, under the terms of Koala Flex, requests for cancellations must be submitted before the departure of the first leg of the protected journey and covers the whole booking. As your request was submitted after the journey had already started, it unfortunately did not meet the standard eligibility criteria.
That said, we also recognise that some of the information provided regarding the claim journey could have been clearer. After reviewing your case, we decided to make an exception and approve your refund, despite it falling outside the standard conditions, as we felt the customer journey may have contributed to the misunderstanding.
We appreciate you highlighting these points, as they help us improve both our documentation and the overall customer experience. We are sorry that this was not a smoother experience and are already working on making the process clearer for future travellers.
Kind regards,
The Koala Team
Very sorry to be cancelling a trip
Very sorry to be cancelling a trip, but at least it was really easy. Thank you for reducing pain in one area, anyway!
26 juni 2026
Review zonder uitnodiging
Antwoord van Koala
Thank you very much for your review!
We are sorry that you had to cancel your trip, but we are glad we could make the process a little easier during what can be a stressful situation.
We hope you'll have the opportunity to travel again soon and wish you all the best.
Kind regards,
Koala Team
Die Erfahrung war katastrophal
Die Erfahrung war katastrophal. Wochenlange Wartezeit, keine Antworten, kein Kundenservice. Ich musste mir einen Anwalt nehmen- erst dann wurde endlich reguliert. Nie wieder!
20 mei 2026
Review zonder uitnodiging
Antwoord van Koala
Es tut uns leid zu hören, dass Sie mit Ihrer Erfahrung unzufrieden waren.
In Ihrem Fall konnten wir die normalerweise für die Bearbeitung und Prüfung eines Antrags erforderlichen Unterlagen nicht erhalten, was leider zu Verzögerungen im Bearbeitungsprozess geführt hat.
Dennoch haben wir nach einer erneuten Prüfung der Umstände entschieden, die Erstattung vorzunehmen, um die Angelegenheit positiv abzuschließen. Wir verstehen, dass die Dauer des Prozesses und die Kommunikation nicht Ihren Erwartungen entsprochen haben, und bedauern dies.
Ihr Feedback nehmen wir ernst und werden es nutzen, um unsere Abläufe und unseren Kundenservice weiter zu verbessern.
Mit freundlichen Grüßen
Koala Team
Vrácení peněz
19 juni 2026
Review zonder uitnodiging
Antwoord van Koala
Děkujeme za Vaši recenzi! Jsme rádi, že jsme Vám mohli pomoci s Vaší žádostí o vrácení peněz.
S pozdravem,
tým Koala
Merci Koala !
Ma première demande de remboursement en ligne ayant été rejetée, j'ai pu échanger par email avec l'équipe Koala. A l'appui des pièces justificatives que j'ai fournies j'ai obtenu une réponse rapide et positive. Merci Koala !
17 juni 2026
Review zonder uitnodiging
Antwoord van Koala
Merci beaucoup pour votre avis !
Nous sommes ravis d’avoir pu réexaminer votre demande et trouver une solution grâce aux justificatifs fournis. Nous sommes également heureux que nos échanges avec l’équipe aient été rapides et utiles. Nous vous remercions pour votre confiance.
Bien cordialement,
L’équipe Koala.
I PAID $77 FOR TICKET AND BEINF…
I PAID $77 FOR TICKET AND BEINF REFUNDED ONLY $55. CLEAR CUT CHEATING
13 juni 2026
Review zonder uitnodiging
Antwoord van Koala
We are sorry to hear about your experience. Could you please contact us at contact@hikoala.co and share your booking reference?
We would be happy to review the case in detail. If a mistake was made on our side, we will of course correct it and ensure that you receive the full amount due.
Kind regards,
Koala Team
J’ai fait une attaque cardiaque et j’ai…
J’ai fait une attaque cardiaque et j’ai voulu me faire rembourser mes billets d’avion. Je me suis rendu compte que l’assurance hikoala que j’avais contracté ne correspondait pas à mes attentes, a posteriori. Ils ont gentiment accepté de me rembourser l’assurance.
13 juni 2026
Review zonder uitnodiging
Antwoord van Koala
Merci beaucoup pour votre avis ! Nous sommes heureux d’avoir pu trouver une solution dans ces circonstances difficiles. Nous espérons avant tout que vous vous rétablissez bien et vous remercions pour votre confiance. Nous vous souhaitons le meilleur pour la suite.
Bien cordialement,
L’équipe Koala.
Easy to submit
5 juni 2026
Review zonder uitnodiging
Antwoord van Koala
Thank you very much for your review! We are pleased to hear that you found the submission process easy.
We are always looking for ways to make the experience even smoother and appreciate you choosing Koala.
Kind regards,
Koala Team
Antwoord van Koala
Thank you very much for your review!
We are delighted to hear that you found the process quick, and easy to use.
We appreciate your trust and wish you a great trip ahead.
Kind regards,
Koala Team
Antwoord van Koala
Thank you very much for your review!
We are very happy to hear that the process was easy, fast, and clear for you. We will of course do our best to ensure the refund is processed as quickly as possible.
Kind regards,
Koala Team
I cannot speak too highly of Koala and Andrea
I cannot speak highly enough of the quality of the customer service I received. I had accidentally - as part of booking an extensive number of train journeys through RailEurope this month for my wife and myself - double booked one stage.
This was entirely my responsibility. It had all been done last minute because - although we had a one year pass -my unforeseen near-death illnesses and operations meant that we almost ran out of time to use it, and in my rush, once well again. I made this mistake.
Andrea, representing Koala, very quickly and efficiently investigated the problem and worked through the detail. In a very short period of time she found a solution.
I had not told Andrea of my severe illness (which included three cardiac arrests and a “miraculous” survival, according to my doctor!) so she was not aware of the circumstances behind my mistake.
But it made a huge difference to me that she acted so professionally. I cannot thank her enough. As they say, the strangers may be angels in disguise!
25 mei 2026
Review zonder uitnodiging
Antwoord van Koala
Thank you very much for your incredibly kind review and for sharing your experience. We are very happy that Andrea could help you quickly and find a solution for the situation.
Your message truly means a lot to our team, and we are glad we could make a positive difference during your travels.
We wish you and your wife many wonderful journeys ahead and, above all, continued good health.
Kind regards,
Koala Team
Excellent Customer Service
I needed to make a ticket cancellation claim and after initial hiccups of the portal not recognising the booking, the Customer service staff by email were very helpful, particularly Lorenzo who pushed through the approval and the refund was in my account in 3 days. Thank you Lorenzo 11/10 and 5 stars 👍👍
23 mei 2026
Review zonder uitnodiging
Antwoord van Koala
Thank you very much for your wonderful review!
We are very happy that our team could help you through the cancellation process and turn the initial difficulties into a positive experience. Lorenzo will be especially pleased to read your kind words.
We truly appreciate your trust and hope to support you again in the future.
Kind regards,
Koala Team
Helpfull staff
The refund process was very fast and intuitive. The team was very helpful!
18 mei 2026
Review zonder uitnodiging
Antwoord van Koala
Thank you very much for your review!
We are very happy that our team could help you and make the experience smooth and stress-free.
We truly appreciate your kind words and wish you a great trip!
Kind regards,
Koala Team
Easy once I had set up my WISE account…
Easy once I had set up my WISE account to receive payments! I appreciate the fast response in authorising payment.
21 mei 2026
Review zonder uitnodiging
Antwoord van Koala
Thank you very much for your review!
We are happy to hear that the payment was handled quickly and that you had a great experience.
Kind regards,
Koala Team
Antwoord van Koala
Thank you very much for your review!
We are very happy to hear that the refund process was quick and hassle-free for you.
Kind regards,
Koala Team
The email reply is very helpful when I…
The email reply is very helpful when I meet the problem on your web.
23 april 2026
Review zonder uitnodiging
Antwoord van Koala
Thank you very much for your review!
We are very happy to hear that your issue was solve quickly
Kind regards,
Koala Team
Changing date of insurance
I needed to change the dates of my travel insurance and the operator was super efficient and clear in his explanation and quick in the change. Very satisfied!
19 april 2026
Review zonder uitnodiging
Antwoord van Koala
Thank you very much for your review!
We are very happy to hear that our team was able to help you change the dates of your travel insurance quickly and clearly.
Your feedback is truly appreciated and means a lot to us.
Kind regards,
Koala Team
Regarding refund
Entering the details as per cfar refund regulations. Hope to receive it soon.
15 april 2026
Review zonder uitnodiging
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