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4.3 8804 Reviews

eDreams Complaints Summary

406 Resolved
1422 Unresolved
Our verdict: When using services from eDreams with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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3:51 am EDT
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eDreams booking system failure

Hello,
At 13.05.2016 I attempted to book two tickets from Cologne to Barcelona with hotel and back. I chose to pay with Paypal, after being redirected to Paypal site and confirming payment I wasn`t redirected back to the eDreams host site to finish my booking. I didn`t receive any confirmation or such, and not able go back to that booking process like I never been there. Paypal transaction status is pending, waiting for confirmation from eDreams. It is two days already that I dont understand what is going on.
I really want those tickets, assistance would be very appreciated.
Best regards,
Roman Kanevsky

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5:58 am EDT
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eDreams I have never received my booking number

Today I booked a ticket through your company from larnaca/brussels you cashed twice 116.19 and 122.23 euros
Please cancel both tickets and seat for tomorrow by ryanair and reimbourse my money to paypal

Your reply will be very much appreciated

My name is crystallia merhi
Thanking you
Stalo

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12:57 am EDT
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eDreams Refund

eDreams booking reference number: [protected]
27.4.16 purchase a ticket paid by PayPal,
here is the mail I received from eDream :
We would regret to inform you that we have checked your reservation details and noticed that your booking is not confirmed, However, if any amount is charged for this booking, it will reflect in your account within 7-10 working days.

the 10 days is expired, I sent to them all the paypal bill and the doc of payment, they continued to ask me for that documents instead look the reference number of the payment.

not yet fix it. please any of eDream contact me.

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9:00 am EDT
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eDreams refund handling not in good will

Do not purchase anything from this company (Edreams). They collected my money in a matter of seconds.

However, when it came to getting a refund, they basically just told me I was on my own and I needed to contact the airline to get a refund. Guess what? They said I could only get a refund by calling the airline. I live in taiwan and the airline is in spain!

And, the phone call to spain will probably cost half of my ticket cost!

This is very frustrating. And, they kept on answering me with robotic answers.

I very much would like the world to know edream is a scam if you take the refund issue into consideration. Once again, please do not purchase anything from this company!

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10:04 am EDT
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eDreams flight booking

On 23rd April i went on line to book a return trip from Leeds Bradford Airport to Barcelona El Prat, on completion of this booking i was informed that the booking was unable to go through and all monies will be returned to the card . Later we checked the card and the cost of the outbound Flight on Monarch airlines at 6.40 am 27/4/ 16 Flight Number ZB 1254 was taken by Monarch but not refunded to the card . I have now been in contact with eDreams on 4 occasions, on the first 3 i was informed the funds would be returned with 2 working days, however on the last occasion i was told nothing could be done and i have to visit this site and message my complaint and await a response . So far i am extremely disappointed with this whole process, firstly the booking not being completed satisfactorily, second the monies not refunded and worse is the after service, having to make four lengthy calls at my expense only for this matter still not to be resolved...

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3:13 pm EDT
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eDreams no ticket/still have a pending charge in my paypal account

Hello,
Yesterday evening I attempted to book a ticket from Dublin, Ireland to Dusseldorf International Airport, Germany. I decided to make the payment via my Paypal account but after I chose this option on the next screen there was no information, such as a reference number, my booking status, etc. At about 1 pm today, after being unable to find an email address I could use (I must admit they have one of the most complicated web site for customer service I have ever come across but after seeing so many complaints in the Net I think I now understand why they are making contact so difficult) I found a phone number which I used. I was advised by a rep in Billing that due to a technical error on their side the transaction did not go through and I needed to book another ticket (I used another on line company especially after I noticed how the price had now gone up). I was advised the pending transaction in my Paypal account would be removed with on two hours. It is now after 11 pm and the pending transaction is still in my account. Paypal have advised me the only person who can remove this is Edreams which they have not done despite saying they would. Any assistance would be appreciated.
Kind Regards,
Leslie Shoemaker

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4:51 pm EDT
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eDreams refund due to cancelled flight

I booked a Ryan Air flight via eDreams on 17th February 2016 for a flight on Sunday 20th March 2016. This flight got cancelled due to an air traffic control strike. The airport had not been listed as affected and Ryan Air have subsequently refunded the full cost of the flights (confirmation 21st March). However, because it was booked through eDreams, the booking was done with their business card and therefore eDreams have received the refund and not passed this onto me.
I have had no correspondence from eDreams regarding this incident and would like from them a full refund of £97.98 to which I am entitled to and that has been refunded to them via the airline. I am happy and able to provide any necessary documents e.g. booking confirmation, and confirmation of refund from Ryan Air.
Booking Reference XNFG62 OJ3IUY

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1:36 pm EDT
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eDreams booking but not my debit card

Hello
My edreams reference is [protected]. My question is i booked two flights with ryanair using your company using my visa debit card. I was charged twice however ive since been refunded by your company however im very concerned as the Debit card number i used to book my flights are different to the debit cards showing on both my ryanair confirmation booking email.. Why are My two flights showing two different MasterCards when i paid for both using the same visa debit card.
Looking at all of these negative comments i need to assured there is no type of fraud usings peoples debit cards here.
Please respond as soon as possible and assure me all is ok with My booking.

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Update by Lorenzo777
Apr 25, 2016 5:07 am EDT

Thanks and I have to say edreams have been more than helpful rectifying a refund which I received 5 days after my booking. After dealing with them they have been prompt and quick in all responses with the exception of tabish a very rude aggressive operator on the phone. Now preauthorising my debit card and then charging my debit card again is a questionable policy as when a preauthorisation is completed on a Debit card can usually take a week to get your money back so if your financially struggling don't book this company as funds can be held as per their policy.
My card was preauthorised 44.96 for two flights plus their booking fee while flight was pending apparently.
I was then charged another 21.37 plus 9.99 for two flights again.
Then I was charged the booking fee of 13.72 seperately.
5 days later I recieved my 44.96 back.. I actually booked this edreams by accident when skyscanner directed me there and I was rushing. Always look at the final amount and click breakdown so you can see their fee which of course they have. Being honest after reading and hearing all of these peoples problems with edreams I'm counting myself lucky!

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5:32 pm EDT
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eDreams overcharged payment

Firstly I would like to bring to your attention that I have been over charged around £120 when booking my flights from Glasgow to Alicante. I recieved the first conformation email which clearly states that the total booking cost would be £138.44 however upon looking at my bank statement I have been charged 3 seperate payments of £138.44, £49.99 and £78.79. This is not what I had agreed to upon purchasing tickets from your website. I am very disappointed with this and as a result have been put under a great deal of stress as I have bills ect. to pay. You must note that I am a University student who does not have the income to sustain this amount being unfairly taken away from me. I am able to provide evidence of emails in which I have received plus the direct bank statement which I have clearly showing that 3 separate transactions have taken place. I am a regular customer with eDreams and am very disheartened with the way my booking has been dealt with.

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BeaFernandez
, US
Apr 25, 2016 7:16 am EDT
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eDreams is a major scam. They overcharge for their eDreams fees and they do NOT advise you of the fees upfront when you start booking through them. Look at your Total Price as you're booking. They have a small print there stating that if you do not use their ViaPay MasterCard, then you will not receive their discount of 5.18 Euros per person. After you enter your credit card ino and click on Purchase then the extra fees are added. I was charged like 15 Euros per person! In one case, the ticket charges was 100.75 Euros - yet the eDreams charges were 150.86 Euros - $66 USD in eDreams fees that NEVER was stated upfront while booking. These additional fees do not show up when you review the total fees, and in some cases it does NOT even show up after you enter their credit card. By the way, over the phone they told me that the REAL TOTAL PRICE with their FEES shows up AFTER you enter your Credit Card info. So beware...because many of us enter our credit card info after we've reviewed the total price, then we hit SUBMIT to PURCHASE without reviewing the total price again. We do this because we already reviewed the Total Price before entering the credit are info. This company has designed their site to purposefully bank on us forgetting to review the total price again after we enter our credit card information.

The site indicated that the charge is 5.18 Euros per person in one case, and another it was 5.35 Euros if I do not use your Via MasterCard - this is all it indicates when you click on the total price link.  I was charged double to triple eDreams fees - much over the 5.18 Euros per person.

Specifics on overcharged fees: Their website never stated clearly that I was being charged 37.89 Euros for reference fight [protected] (of which total price ticket was 120 Euros), then another $66.75 for reference flight [protected] (of which total price ticket was 100.75 Euros).

We should know  what you are paying upfront, not after you enter the credit card payment and after you hit submit. 
I am dealing with them through email, but I do not expect any support - they charge you what they want.

Do not use them!

Thank you. Bea

Opodo
Opodo
, ES
Apr 19, 2016 12:34 am EDT
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Dear dylanwright1197,

Thanks for posting your review and bringing this matter to our attention.

We are sorry to hear you had an unsatisfactory experience and we regret any inconveniences this issue might have brought to you.

We would like to inform you that if you have been charged more than agreed, we will assist you with your refund. In order to do that, we kindly ask you to provide us your booking code so we may check your case accordingly.

We hope to be hearing from you soon.

Kind regards,

Lucy - eDreams Customer Care Team -

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10:21 am EDT
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eDreams flight booking that is way more expensive than actual price

Hi, my eDreams reference number is [protected], usually I check the deals and then book from the airlines itself, this time it was late night and I booked via eDreams, woke up next morning feeling that I probably paid more than needed, something was not right. I found out that I paid around 3000 EGPs more than what I would have paid if I booked the same itinerary directly through the airlines, so I paid equivalent to 14000EGPs (5842.89 ADE), Vs 11000 EGPs, that's around 22% extra that I could have used during my vacation, so definitely not a better option and not a normal commission even. I will not try to cancel because my previous experience with Expedia and the reviews tell me that I'll probably loose more than what I already lost by booking through eDreams. I'd like the company to reconsider its offers and the deal they gave me, at least charge a reasonable percentage. Other than that I will really never trust this service again.

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Update by Rasha Rashad
Apr 19, 2016 11:19 am EDT

Thank you for sending me the breakdown, and it makes sense.

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Bethan Thomas
, US
May 21, 2016 11:36 pm EDT

I must clarify that there was only checked baggage for one traveller selected, hence the total.

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Bethan Thomas
, US
May 21, 2016 11:33 pm EDT

Hi, I recently booked flights to Barcelona for 2 people which were £187 per person, checked baggage each way was £35 and £28 and there was also a credit card fee of around £10. This should bring the total to £460 though edreams has charged me £501 and there was definitely no clear breakdown or mention of any additional charges during the booking process. My email is bathomas25@hotmail.com which will be linked to my booking details. Please can you email me an accurate breakdown of charges as I think I have been overcharged. If this is not the case I think it would be in your best interest to make any additional charges clearer at the point of booking, as it's leading customers to feel betrayed. Thankyou.

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6:13 am EDT
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eDreams Cancelled my booking and never alerted me, lied to me when I called them

If you are tempted to book a flight through them, I STRONGLY recommend you consider my experience and just walk away.

I booked a flight from Paris to New York, and received a booking confirmation. During my booking, I added a comment requesting a gluten free meal if possible.

Shortly after I received a strange email saying my special request would have to be considered by the relevant department, and my ticket would not be issued until that was done. Weird... I'd like a meal I can actually eat without being sick, but I never said I wanted that to hold up the ticketing process.

11 days later, and after emailing eDreams twice because they were not sending me an actual ticket and not responding to the meal request, I decided to call them. Its only then that I was told my booking had been cancelled the same day I made it, 11 days ago.

They claimed they had emailed me, but although I received several automated emails from them, I never received the important one they claim was sent to tell me the booking had been cancelled. In fact I received automated emails them the day after, about my meal preference, saying the relevant department would be in touch, which certainly made it sound as if my booking was alive and well.

So its 11 days later, I have no booking anymore all of a sudden, and I'm on the phone twice, with two different operators. Both lie to me and say there was a problem with my bank, and the payment for the flight was refunded to me. I tell them if they received the money from my bank (which they confess they did) and then decided to refund it to me, that is a voluntary process on their behalf and so not a problem with my bank. Like robots, they try to tell me 'Anyway currently we have refunded you and all you can do is make a new booking'. 11 days later, I would be looking at a much more expensive flight, with the departure date now less than 2 weeks away.

Then they tried to tell me the real reason for the cancellation was because I was not happy with the fare. I asked them what on earth gave them that impression, and they were unable to tell me.

They then tried to blame it on my special meal request: since I had written to alert them to an allergy, this had caused the cancellation. I asked them whether they really thought that made ANY sense at all. The operator grudgingly agreed it didn't make much sense.

Finally I spoke to a supervisor who at least cut through the nonsense and told me they had sold me a fare which was in fact no longer available.

She was unable to explain to me why I never got an email or a phone call about this, nor why my two emails to them went unanswered for 11 days. She said their team would try to book me a cheap new flight, put me on hold, and after ten minutes, their system hung up on me.

I actually can't imagine how eDreams could have failed more at any step along the way.

To save yourself the potential for a lot of wasted time, money and frustration, or maybe just in solidarity for what they put me through: I'd suggest you just give their 'service' a miss.

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11:19 am EDT
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eDreams overcharged

Booked with edreams for supposedly cheapest flights to Cork. Was charged £90 extra for 'transaction charges', so rang customer services to complain, who told me to email edreams help desk if I was not happy with charges and I would be reimbursed. Had exchange of emails with helpdesk, but they said that the extra charges were shown when I booked the flights, but I did not see anything when I booked on line. Very unhelpful staff on exchange of emails and I did not get reimbursed. Steer clear of this company and book direct with Ryanair. I will not be using this site ever again.

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Lanre Glover
, US
Apr 26, 2016 7:02 am EDT
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i booked a flight from Orly airport Paris to Tarbes LDE a returned ticket with the stated value being 272, 84 Euros as the total price
departure is 1st June and return is 3rd June. However i was pleasantly surprised when Bank of America sent me an alert for 400, 60 USD.
their conversion rate of 272.84 Euro is 310 USD.
Before directing the Bank of America to enter a dispute with your company on the difference, i will like an explanation on the discrepancy.
Dr Olanrewaju Glover 5AYJRA
Mrs Afolake Glover 5AYJRC
edreams reference number [protected]
email: lanreglover@gmail.com

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Mr wosket
, GB
Apr 13, 2016 12:34 pm EDT

Booked with edreams for my mother and her friends who are all carers and needed a nice break in Spain only 3 wks ago. The flight was then cancelled with Ryan air. We had no email or any confirmation that the flight was cancelled from edreams. I was then forced to re book my mums flight with jet 2 to fly out 2wks later.
Over 3 wks later and many many hours on the phone I am still no nearer to getting a refund of £856.54p. I managed to actually get through to edreams only to be told I needed evidence from ryan air that my mums flight was cancelled due to the French airstrikes. They want me to send them emails from ryan air so that I can get a refund. However the email for edreams doesn't allow nor except emails. I am in a no win situation.
I have been on the phone tonight on hold for over 1 hr to edreams. I am absolutely disgusted with the company and would not advise any one use them. They have hidden charges that you do not see on line when you make your booking. This company has made me very poorly trying to retrieve my money. I am now left with no option but to seek legal advice and take this further. My mother will be back of her holiday this Friday and I am still no further. I repeat be warned do not book with edreams it will cost you emotional and you will occur bank charges trying to retrieve your money back minus there £100 fee. I booked 20 flights a year for friends and carers of dementia and have never come across a company like these.

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1:34 pm EDT
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eDreams unethical behaviour

i booked a return flight from estleigh to leeds/Bradford airport on the 19th march 2016 with edreams, had I known about this company I would never have booked it with them. the price of the flight was £156 per person, by the time I had filled out my details etc the price had risen to £205. I phoned the company to find out if they had a cheaper flight only to be told it would now be £212. I went back online & paid £410 for me & my wife. 2 hours later the flight was advertised for £156 each. what a rip off this company is, I will never use them again I would advise people to steer well clear of them. incidently it should of been £10 booking fee but they charged me £24.01. I could of got this flight at least £50 cheaper if I had booked with the airline direct..i did not know this until it was too late & I had already booked with edreams. I know I will not get any refund but I want people to know what theyre letting themselves in for if they use this company. William luffman, booking ref 3ercy 19/3/16

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6:46 am EDT
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eDreams hidden charges

Hi,

I would like to express my shock and disappointment at my recent booking. There are 2 issues in question: a hidden administrative fee, and an overcharge by RyanAir (for which I was referred to RyanAir).

After booking through eDreams (redirected from SkyScanner) for a one-way ticket back from Morocco to London (for a group of 4), I realised that I have incurred a hidden administrative charge of £55 on top of the £70 airfare, after checking my bank statement out online. I find this ridiculous and obviously upsetting, given that the hidden charges were not made known to me when I was booking it, and only surfaced to my knowledge after the amount was deducted from my bank acocunt.

On top of that, the hidden charges were 73% of the airfare. This is an exceptionally unreasonable, not to mention unethical charge. We also find it extremely irresponsible that the hidden administrative charges were not explicitly reflected when we were about to pay for the tickets online. We were under the impression that the costs of the eDreams booking would be the same as RyanAir's (which in fact, IS the same), so it would not matter if we booked from either. In no situation would it EVER make sense for us to book via eDreams with the awareness that we would have to pay more than if we booked from RyanAir directly.

I have called up eDreams Customer Service hotline and judging from their tone, they were very reluctant on refunding us the unnecessary hidden charges. Moreover, I take issue with the fact that the eDreams representative refused to help me with the extra £5 RyanAir has charged (£75 instead of £70) and referred me to RyanAir instead, after informing me that RyanAir has overcharged me on this.

I would like to stress that, had we have known about the unnecessary charges, we would never have booked from eDreams. After this incident, I have managed to read from the Complaints Board that eDreams have a vast history of UNSETTLED complaints, and this experience, on top of the complaints I've read, has seriously made me, and all other potential customers, question the reputability and credibility of this site. This is an extremely unpleasant experience and has put me off from future purchases via eDreams.

At this point in time, I am entirely not confident that I will get a refund on behalf on my friends who are travelling with me. It has come as an ugly and untimely shock to all of us, who feel that the unnecesarily and unknowingly incurred hidden costs are unjust and inequitable, especially since we are students, and especially since RyanAir offers the same fare without administrative charges. Whatever expectations we have had of a fuss-free transaction with eDreams have gone deep down the drain.

In light of this, we sincerely hope that you would answer our request ASAP and permit a one-off refund. Considerations of unsatisfactory responses or a lack of response at all will lead us to bringing a legal action against eDreams before the Small Claims Tribunal, which I feel is long overdue considering the amount and extent of complaints, inconvenience and disappointment you have caused us and previous other customers.

(I have sent the exact same feedback on eDreams' website, and am awaiting a reply as of now.)

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1:36 pm EDT
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eDreams call centre doesn't know how to help so drop my calls

Hi I have contacted your call centre 3 times already today (24 March 2016). I have flights booked from Brussels to Venice. for 25 March 2016 with Brussels Airlines. Due to the Brussels Airport being closed the airlines has rerouted all flights to nearby airports and changed the flight times in the process. As a result I need to change my flight to the Brussels Airlines flight on 26 March 2016 which is now departing at 6:40am from Liege (LGG).
All 3 of your operators tried finding that flight and as I had to explain to them that as these have been rerouted from Brussels Airport they will not pick it up as a normal flight and that Brussels Airlines call centre told me that as it is an eDreams booking only they can do the changes but if eDreams is having difficulties they should contact Brussels Airlines and they would explain on how the changes would have to be made.
On each call your operator had difficulty understanding that they should call Brussels Airlines as to how to change the flights and then put me on hold and dropped my call and each time I told the next operator that they will end up dropping my call or they should speak to their colleagues (who supposedly) put me on hold to check with the airlines on how to do it and they refused and put me on hold to call Brussels Airlines and dropped my call again, but still no one knows how to change my flight!

Please get this issue sorted! I need to get these flights changed already.

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Update by Azeema Ayob
Mar 30, 2016 1:35 am EDT

This does not help as I had to spend hours on phone calls with incompetent call center agents who purposely drop calls when they cannot assist. Saying that action will be taken is one thing, but this is not a first for eDreams (if only I read other reviews before booking with them) this is a recurring incident and nothing has changed or been fixed.
Instead of assisting with changing a flight for my Easter Holiday I had to cancel everything because of incompetence and loose out on other bookings and arrangements already made. eDreams is not willing to reimburse me for any of my other losses due to their level of customer service?!
After all those calls I eventually got an answer using Facebook Messenger?!
If you claim to be such a big establishment and so many people use you at least have proper call centers and not cheap shared service centers in India with people who do as they please and do not worry about any consequences because you just one of many companies they answering calls for.
Google yourselves and see the complaints then tell me how seriously are you taking the complaints and are you actually doing anything about it?

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12:03 pm EDT
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eDreams booking online

Sir

I tried to book my brother ticket online thy charge my card for the ticket and I havnt recieved any conformation email at ll all night when I phone them up again in the morning they he havnt got ticket cause your card wasn't working if my card wasn't working how cum thy charg me for the ticket and took the money out from my account plus they said they refunded the money to my account and thy r not refunded yet .
Other thing they got really rude behaviour for the customers thy don't knw ny manners or politeness I used the site vest tym and it was the sh**iest site I ever been on for airlines ticket I want my money back as quick as possible .
[protected]@yahoo.co.uk

TAHIRA shah

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eDreams luggage/customer services

i booked flights to Budapest via edreams and i paid extra for one suitcase. When i printed my boarding passes the baggage was documented on our flight out which was with ryanair however was not returning to Manchester with Jet 2.
I phoned edreams before the trip and i was assured that this wasnt a problem, my suitcase was booked for out bound and return flights and i would not be charged any extra bringing the suitcase home. As you say you monitor and record phone calls for training and security purposes i assume you will have a log of this phone call!

when returning from Budapest to Manchester, Jet 2 refused to check in my suitcase without paying 65 euros extra as they had no log of it being pre-paid.

upon returning to the UK i have sent 3 emails and been on the phone 5 times (which by the way are all 30 minute plus phone calls!) your customer services speak rubbish English, are rude and completely inadequate! i am told that in order to get a refund i have to send a copy of the receipt - EASY.. well it would be if you had a direct email i could send this too. But no, i have to attach it via the website...however there is no attach document button? twice i have spoke to an adviser who has told me he has sent me a link which i can use to attach and each time i have been sent an email notifying me that my query has been logged?

i am disgusted by the service and i will be contacting trading standards if i dont get this issue resolved by next week.

confirmation: [protected]

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eDreams eDreams' failure to meet its commitments

Dear all,

As we never had any issues using their services before, my partner and I used eDreams on 28 Feb. 2016 to book a round trip Paris-Naples (reference number: [protected]). Though the email from eDreams confirming our reservation indicated that the return flight was "pending of airline confirmation" for "technical reasons", it did also specify that if we "[did] not find any email from eDreams in our inbox within 24 hours" we should check our spam folder. Going forward, we never received any email from eDreams - spam folders included - informing us that our return flight had been over-booked and that we did not figure on the list of passengers.

Given we had paid for all our flight tickets as far as we were concerned, it goes without saying that we took our flight to Naples, waiting to promptly hear from eDreams. Yet, the day before our return, we still had not received any email from you indicating there was an issue with our reservation. We therefore tried to check in for our return flight, but soon realized this was not feasible. As eDreams' email mentioned we should not hesitate to contact them, we tried to do so. However, we were not able to talk to anyone that could have helped us.

As a result, we both had to pay for an extra night at the hotel, miss one day of work unannounced, and buy new tickets for a plane leaving the same day (which not surprisingly proved to be very costly: 294 euros, when the flight in which we had been overbooked costed 154 euros).

All in all, the service we received from eDreams - against due payment! - proved to be very poor, if not misleading. We hope that we won't have to escalate this further and look forward to being notified of how we can be compensated, either monetarily with a lump sum taking into account the amount we lost on extra flights, days off work, eDreams fee, etc., or with an eDreams voucher of +600 euros.

We look forward to hearing back from eDreams.

Regards,

Gabrielle McFarlane-Smith & Axel Froissart

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Update by Axel Froissart
Mar 31, 2016 3:23 am EDT

Dear Claire,

Thank you for your reply. It is interesting to note that despite eDreams attempts to render itself inaccessible by dissatisfied customers, your company still feel compelled to address queries on third party websites such as this one.

Thank you also for taking the time to evaluate our situation, though one could have hoped that you would seize this opportunity to acknowledge shortcomings, rather than brushing away legitimate complaints through erroneous assertions.

Surely you do not make inaccurate claims on public websites deliberately so please allow us to explain. You mention that «After checking [our] booking, [you] have found that on the same booking date, one of [your] agents sent [us] an e-mail informing [us] that [our] reservation could not be confirmed correctly. In the same e-mail, [we] were also advised to make a new booking for the unconfirmed leg.»
As previously mentioned, we did receive an automatic email confirming our outward flight and mentioning that our return flight was "pending of airline confirmation" for "technical reasons". This email also indicated that if we "[did] not find any email from eDreams in our inbox within 24 hours" we should check our spam folder or contact you. I suppose that this is the email you are referring to, that is, the one we had enclosed as an attachment in our previous message. Is it not ? It must be since we never received any other email from eDreams (spam folder included). So can you please kindly explain where you see anything advising us to "make a new booking for the unconfirmed leg" ?

On the contrary, the mention that the airline was not able to confirm our booking «for technical reasons» and that we should expect another email from eDreams shortly (which - once more - we never received) suggested that our booking would eventually go through.

In addition, you will find attached a screenshot of what appeared when we entered the name of our airline in Google, up to our supposed departure time. As you can see, a box linked to the automatic email from eDreams - the one and only, mentioned above - indicates our flight number, confirms that the flight is on time, and lists our names as passengers of the flight. Of course, we do not know the nature of the arrangement between eDreams and Google which allows such a result to appear at the very top of the search results. We therefore recognize that it might not be imputable to eDreams. However, do note for future references that this only added to the misleading nature of your services.

All in all, please note that if we are complaining about eDreams’ services, it is precisely because we never received the email you were supposed to send us and that you now claim to have sent. Had it been the case, we would not be having this discussion as we would have been duly warned and would have made the necessary arrangements.

I trust that your next response will be more constructive and factually based, providing options for us.

Regards,

Axel Froissart & Gabrielle McFarlane-Smith

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eDreams scam

We originally checked out airfare from FLL to SJO on TripAdvisor which automatically directed us towards eDreams We tried to use eDreams website to book a trip from FLL to SJO. During that transaction their site would not complete it, it just kept advising us that the "transaction was completing" So after 30 minutes of this I called in directly to eDreams. The agent advised me that the first transaction was cancelled but airfare was still available but that there was an increase and now the price was more than $40 more. I questioned that increase since we did not cancel the first transaction, eDreams did and I felt they should honor that price. but she would not and told me the air fare can change minute by minute, so I booked the flights. After hanging up I checked my email only to find an email from them requesting for me to complete my original transaction, now $17 cheaper than my original quote. I called their customer service line for the US which just rings 20 times then disconnects you. So I then called back into eDreams to try to correct this situation. The next customer service representative offered me no help at all so I asked for a supervisor and was told that it would be a 2 hour wait to speak to one and that I "should call back in a few hours when he isn't busy" I refused that advise and told him I would hold. After about 45 minutes he came back on and told me that I need to call back in 2 hours and hung up on me. I then called back into eDreams and got another customer service representative who gave yet the same party line but was willing to let me speak to a supervisor. The supervisor also observed that there were two transactions and that the first one was cancelled, with a service fee of $10.50 and the second transaction had been booked with a service fee of $51.50. There had no been increase in airfare, only their booking fee. I explained to him that at no time did I cancel the original transaction and that I was told that there was an increase in airfare. He said that he would conduct a recorded review of the conversation and turn it over to the appropriate department. So far all I have received from eDreams is a bunch of "one size fits all" explanations trying to bolster their position for their increase in their service fees and no credible explanation as to what happened with my original transaction or the conduct of their service agents. they emailed me to say that I had the opportunity to view the charges before purchase; how exactly would I have viewed the charges if it took place on the phone and the agent lied about the charges? If I had just gone to the airlines website I would have paid the exact same amount as I paid on eDreams without their BS service fee. Avoid this company if you can, they are nothing but a headache.

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eDreams incorrect itinerary

We booked almost $3, 000.00 CAD with edreams for round trip tickets to Thailand from Vancouver with 2 layovers on each leg of the journey. On our return flight our itinerary clearly states that we would be transferring planes in Huangzhou to Shanghai and flying for 4.15hrs in economy class. However, upon arrival in Huangzhou the airline informed us that flights to Shanghai had been cancelled almost 4 years prior and that the only way to Shanghai was by taking 2 busses through rural China that totalled more than 5 hours in transit. The airline took no responsibility for this and informed us it was the booking company's fault and that we should contact them (which of course we could not do from China with our Canadian phones). Of course, we did as we were told and got on the busses as required. On these busses we were racially attacked by the bus driver and ridiculed by the fellow bus passengers for our race and inability to speak the language. The journey was in every sense of the word, a living hell. When we finally made it back to Vancouver and placed a call to edreams explaining our situation they refused to take any responsibility and pointed fingers back at the airline. We begged that they take it up with the airline and figure out who was going to accept the responsibility for putting their customers through hell and that the very least apologize and refund us for that leg of the journey. They assured us that they would and that we would get a call back within 24hours. After waiting 48 hours we placed another call, were forced to recount our entire ordeal for a second time and were assured we would receive a call back in 3 business days. Again we did not get any call or email back and had to place a third, fourth, and fifth call back spanning over 2 weeks. Everytime they claimed they could not get ahold of the airline (whose offices are for the most part open 6-7 days a week in larger cities) and assured us they would keep trying. No one at the company seems to be exerting any effort on the matter and the company as a whole seems to not care at all. They seem to be hoping we exhaust and simply go away silently despite their grave error in our booking and complete lack of customer service following. At this point I would strongly recommend you never book through edreams. They are a hideous company with no regard for their customers or their safety and happiness on their journey and will offer you no assistance for weeks should you have any issues with your travel. Do not use edreams. The small monetary savings you receive by booking through them are not worth the disorganization and lack of empathy you will receive in return.

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eDreams Customer Reviews Overview

eDreams is a popular online travel agency that offers a wide range of travel services including flights, hotels, car rentals, and vacation packages. Our reviews show that eDreams is highly rated for its user-friendly website, competitive prices, and excellent customer service.

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Overall, our reviews show that eDreams is a reliable and trustworthy travel agency that offers competitive prices and excellent customer service. Whether you're looking to book a flight, hotel, or vacation package, eDreams is a great choice for all your travel needs.

eDreams In-depth Review

Website Design and User Experience: The website design of eDreams is clean and user-friendly, making it easy to navigate and find the necessary information. The layout is intuitive, with clear menus and search functions, ensuring a smooth user experience.

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Customer Service and Support: eDreams provides reliable customer service and support. They offer multiple channels for assistance, including phone, email, and live chat. The customer service team is responsive and knowledgeable, addressing any queries or concerns promptly.

Trustworthiness and Security: eDreams is a trusted and secure platform for booking flights. The website uses industry-standard encryption to protect users' personal and payment information. Additionally, eDreams is a reputable company with a strong track record in the travel industry.

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Loyalty Program and Rewards: eDreams offers a loyalty program called "eDreams Prime" that provides exclusive benefits and rewards to its members. These include discounts on flights and hotels, priority customer service, and access to special promotions. The loyalty program is a great way for frequent travelers to save money and enjoy additional perks.

Overall Customer Satisfaction and Reviews: Overall, eDreams has received positive reviews from customers. Users appreciate the user-friendly website, competitive prices, and reliable customer service. The platform's wide range of flight options and additional services also contribute to high customer satisfaction.

How to file a complaint about eDreams?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account. If you do not have an account, please register by providing the necessary details to create one.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with eDreams. Make it specific and clear, such as "eDreams Refund Not Processed" or "Overcharged by eDreams for Flight Booking".

4. Detailing the experience: In the complaint description, provide a detailed account of your experience with eDreams. Mention the service you used, such as flight booking, hotel reservation, or car rental. Describe the nature of the problem, including dates, locations, and any specific details of the transaction. If you attempted to resolve the issue with eDreams, include the steps you took and the company's response. Clearly articulate how the issue has personally affected you, such as financial loss, stress, or disruption of travel plans.

5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as receipts, confirmation emails, or correspondence with eDreams. Be cautious not to include sensitive personal information that could compromise your privacy.

6. Filing optional fields: Use the 'Claimed Loss' field to quantify any financial losses you have incurred due to the issue with eDreams. In the 'Desired Outcome' field, specify what resolution you are seeking, whether it is a refund, compensation, or another form of resolution.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that all the information provided is correct and that your desired outcome is reasonable and clearly stated.

8. Submission process: After reviewing your complaint, click the 'Submit' button to officially file your complaint on ComplaintsBoard.com.

9. Post-Submission Actions: After submitting your complaint, regularly check your account on ComplaintsBoard.com for any responses or updates. Engage with any follow-up questions or requests for additional information to help resolve your complaint.

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