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4.3 8802 Reviews

eDreams Complaints Summary

406 Resolved
1421 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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7:52 am EDT
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eDreams charging my debit card

I recently booked two flights with edreams for my Mother and Nephew from Birmingham to Belfast ref ZVVSE9 I was charged four times with my card I used a debit card I have been asked to advise someone as this should not have happened could some one please contact me by my e-mail address please.

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DBernard
Toronto, CA
Mar 22, 2012 8:40 am EDT
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EDREAMS !FRAUD !SCAM !

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rjoy
London, GB
Aug 09, 2012 6:31 am EDT
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Dear edreams,

I booked two tickets to Marseille two days ago (6/08/12) - ticket ref 2W6N6C, and after receiving the 'booking conformation' I have not yet received the eticket.

My card has been charged with the admin fee but not for the flight. Today I received an email stating that the price for the flight has changed, however it remains the same on the website. Surely the tickets should be booked when they are actually booked, and charged at the price stated when booked! I have since sent an email to customer service and received no reply.

Very disappointed with this 'service'. Please could somebody rectify this as soon as possible?

Regards,

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Teresa Reep
Worcester, GB
Jun 26, 2012 10:55 pm EDT

Good Morning still awaiting a response regarding charging me for using my Debit Card are you able to put me in concat with some one who can help?

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11:06 am EDT
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eDreams misrepresentation, fraudulent charging of debit card

Last March, I booked a flight from Nashville, TN, USA to Willemstad, Curacao. I purchased from edreams because they had the lowest advertised rate I could find at the time. However, the reason the price was so low was because they first sent me on United Airlines to Aruba, for transfer to an Insel flight to Hato Airport, Curacao. I had to pay a $34.00 USD exit departure fee for the privilege of transferring planes in Aruba. For the return flight, I took an Insel flight to Aruba, in order to transfer to a United flight back to the US. Again, I had to pay a $32.00 USD departure fee to the Curacao airport. When departing either of these islands directly to the US, the departure fee is automatically rolled into the ticket price, something Edreams conveniently does not mention, thus making their advertised price lower when in actuality I ended up paying more, and experiencing about three times the hassle. Edreams also charges a 3% commission fee to your debit/credit card a day or two after you book. I can find this nowhere in their fine print--I would not be aware of the charges had I not inspected my bank statement. Edreams' business practices are misleading, fraudulent, and I daresay borderline criminal. I will never use their services again, and I am telling all of my colleagues, who travel internationally frequently to avoid them like the plague.

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8:15 pm EDT
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eDreams misrepresentation

dreams shows flights on the booking page as direct and then changes it just as you are paying. The price changes, they charge high service charges and have no customer service. This company is horrible to deal with and a complete ripoff.

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J. K. Adams
, CH
Jun 18, 2012 11:35 am EDT
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Hello
On the 22. of May 2012 I cancelled a flight that was yet not booked, because i wanted to book the flight at the price that was in Internet. My credit card number was rejected, I still don't know the reason for that. I was told that i have to send the money by bank. I went to my bank the same day and had the money sent of, exactly SFR. 98O, -. A few days later i called
eDreams and asked if the ticket was sent to the person i was booking the flight.
The answer was: no, you have to pay more now.
I got mad and did not understand why i would have to pay more, as i was sending the money immediat.
I cancelled the flight instantly and since the 22. of May i am waiting for the money to come back to me!
I sent Mister Alfaro by e-mail the correct bank account numbers. I called so far about 10 times to Barcelona.
Mister Alfaro told me on the 5. of June that there was 1 number incorrect, but i sent it by e-mail correct. There was no mistake from my side.
My bank here also sent again all my bank account numbers to eDreams.
Now we are having the 18. of June, and i have not seen my money yet.
The people working in Barcelona for eDreams are friendly. It is just that i don't understand why i don't get my money back, why i can't call the bookkeepers there and why i have to be afraid that i will never see my money again.
I need your help, whoever is in charge, please help me to get my money back.
I sent the money in on the 16. of May 2012. On the 22. of May i cancelled the flight.
Now we have 1 month later.
The reference number is: YVQNQG
Greetings Jeannette K. Adams

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12:05 am EDT
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eDreams misleading fees and

Name of the airline is hidden until payment is proceed. Ticket price is said to include fees and taxes what the buyer assumes to be airline's standard airport fees and taxes. Once the payment is accepted only, buyer discover the ticket price is actually much lower and the rest of the fees are simply edreams' ones. For instance, the purchase cost me 80EUR and only discovered after payment that the fee structure is 60EUR for the ticket and 20EUR for edreams. That is unacceptable to sale a product without explaining what it is and for what you pay.

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Alegpr
Holmfirth, GB
May 06, 2014 4:32 pm EDT

Edreams needs to examine its business model carefully. Hidden charges adding a 20% surcharge at the end of a booking when much has been spent time entering details is shabby at best. I find this approach fraudulent. Fraud is punishable by imprisonment.

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5:35 am EDT
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eDreams fraud.

I tried several times to book a ticket for my sister, however I never succeeded. I always received an email saying 'Pending of Payment'. After endless emails with the agents, nothing was sorted out. They told me that all the flights I tried to book were reserved so I asked them to cancel all the flights and they assured me that they did, even though they debited the money from my bank account. I sent them many emails asking them about my money that they debited and asked them again to cancel all the reserved flights. After two weeks they never replied to me but I received a boarding pass the day before I was going to depart. I never received an email confirmation for this flight. I had a ticket that I didn't even know of. The same agent I talked to is now sending me emails advertising their flights, but she never bothered to send me an email confirmation for my ticket.
I filled a form of claim asking my money back, but the agent which was supposed to look at my case started ignoring me. He wasn't any help at all; he kept sending me the same email asking for more money for just a chance to get my airport tax back.
This whole thing has caused me a lot of stress and it has made an impact on me that I never want to book a flight online again. This company is just a fraud. Thank you.

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vitor santos
, PT
Aug 04, 2012 10:16 am EDT
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I've made a reservation in your website. I've paid and I've confirmed the travel in the company agency... but a few days latter I went to ATM and your company did a second transaction for a second reservation that I've never maid! You took me 230, 52€ for that reservation and I want that money back real soon cause I did not made any second reservation!

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celestialove
Portland, US
May 02, 2012 2:00 pm EDT

I am writing in regards to a flight that I purchased from their website.
I went through the whole purchasing process with the amount posted in American dollars.
In the end I put in my credit card number to pay for a ticket that was $1327.50, not euros.
My receipt says that I was charged in euros, but I accepted to pay the same number but in dollars.

Also, the booking fee minus the flight fee does not seem to be correct either.

After researching this company online, I have found many people tell their experiences of being scammed by them.
Why is it that their phone numbers in the website are invalid?

https://mail.google.com/mail/u/0/?shva=1#search/edreams/136f0c5accd0cf24

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3:17 am EDT
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eDreams - no refund money,no contacts

I have bought 4tickets from edreams in january. (ref 2tx4l4) on 11 april 2012 they gave me information about 4 hours changes in flight time, that I could not accept. I asked edreams for money refund. No answer, but automatic response. Since that time I have written 12 letters via all their e-mail adresses. No answer!!! No answer to calls!!! It seems they...

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3:20 pm EDT
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eDreams no disclosures of non refundable

I work in the customer service industry and understand there are times when the customer must hold for 10-20 minutes for serviceget an email reply the next day. As a customer I know my rights. Here is what has just happened to me and I am hoping you will take this case as I am willing to provide you with my email conversations with EDREAMS.
I booked a one way flight with EDREAMS.COM, " for the first time on March 17 at 11:35 am..
EDREAMS replied immediately March 17 at 11:34 a.m. to my email : "Important", we have trouble with your credit card, we will not confirm your booking until we confirm your payment of $417.07 US..." "do not reply to this email".[protected]@edreams.com ; It will be confirmed once we processed your payment, at this time you will receive our e-ticket at your email address.
I have no contact email or tel# for EDREAMS on this email and no where does it show "non-refundable" (as it always does when you choose a flight with any companies). There are no indications THAT I CANNOT CANCEL THIS REQUEST and also SINCE THEY HAVE NOT PROCESSED ANYTHING OR TAKEN MY MONEY.
As I needed to book something asap with a confirmation (which all of the online bookings with other companies in the last 10 years confirm within the hour!) I searched for EDREAMS contact email address, I found "[protected]@edreams.com" and a [protected] tel# WITHIN THE HOUR I called the 1-900# # cannot be reached? I emailed EDREAMS customer service WITH SUBJECT: " CANCEL MY REQUEST NOW SINCE YOU DID NOT CONFIRM YET>Fw: Booking confirmation: 2623CR etc... dated March 17 at 12:49pm. I again sent another email March 17 at 12:50 with no reply. I assumed it will take a little while before they reply.
I needed to confirm our return from (my daughter and I) Amsterdam to Paris so we can catch our international flight back home! and did not want to get stuck waiting as I have much busioness work and events to take care of.
The next morning March 18 at 10:16 a.m. I receive what looks like an e-ticket from EDREAMS (agentid04827814).
I was shocked! I cannot believe that my emails were ignored from 23 hours ago! TAKE NOTE "my email to EDREAMS titled CANCEL MY REQUEST NOW SINCE YOU DID NOT CONFIRM YET, IS NOW 23 HOURS old! and EDREAMS CHOSE TO IGNORE MY REQUEST"?
I tried reaching them by phone1-[protected] (after searching the web for a tel#) I WAS ON HOLD FOR 1 1/2 HOURS WITH NO ANSWER!?They clearely provide no service! I was not able to reach anyone! This e-ticket NOW shows it is non-refundable? Not fair! I sent numerous emails to EDREAMS to agentid04827814 and to their customer service repeating my March 17, 12:49 p.m. email request to cancel prior to their process.
No replies until March 19 6:38 a.m. from gb.[protected]@edreams.com ; In reply to your email, we invite you to contact our Call Center in order to get the information you request. You can reach us by calling the following number: [protected]
Monday to Friday: 7:00 a.m. to 5:00 p.m.
Saturdays: 7:00 a.m. to 12:00 a.m.
Sundays: 7:00 a.m to 1:00 p.m
( US Eastern Standard Time )
If the above phone number does not work from your country, you can also dial + [protected].

CLEARELY THEY GET THE EMAILS! I am not spending extra $$ when they clearely get my emails. They just decided to reply to it after their transaction and ignoring my first emails requesting to cancel BEFORE THEIR TRANSACTION!
Can you help me get my money back please! I spenttoo much time on this, EDREAMS SHOULD BE SHUT DOWN ! I will foward all that you need for proof. from an extremely frustrated first and last time customer! Diane Bernard [protected]@yahoo.ca

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Carmen D cuevas
, US
Feb 22, 2015 3:39 pm EST

Quiero k me saquen de duda acabo de sacar unos pasajes a $211.72 por Internet por 2 persona y una bebe de 1 añito como me subio eso pasajes a $712.21 me cobraron demas llamo y ninguno me puede dar información es mucho casi docientos dolares de mas...me podrian ayudar yo compro siempre por Internet nunca he tenido problemas el viaje es para el 10 marzo quiero una repuesta es mucho de $211.72 por dos pasaje me cobraron por la bebe total gueron $ 712..21 por 2 pasaje

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2:31 pm EST
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eDreams poor service, failed to deliver, misleading prices

Let me share my nightmare experience with eDreams. I already recommended them to change their name to eNightmare, it would be much more appropriate.

The premise

I wanted to buy 2 sets of tickets, for me and my wife.
I used 2 perfectly good credit cards, spent over 2 hours on phone with 'help', 4 times went trough purchasing process, send them money via bank transfer, had 3 pending payments on my credit cards, all that simply because I followed directions of eDreams website and eDream personnel. Price of tickets rose literally every time I contact them (of course).
At the moment (after 5 days of calls, repeated purchases and so many nerves lost), they are holding my money, i never got my tickets, so I went to Expedia, where I purchased tickets without any problem.

The plot

So I want to get 2 sets of tickets. My wife and I wanted to fly to different location in USA, meet in Belize and then fly together back home from Quito. So I visit eDreams, find tickets for my wife and purchase them. No problems so far (if she will be able to fly with them, remains to be seen...).

Five minutes after first purchase I wanted to buy my set of tickets. Purchase is made, reservation is sent to my email. Next day i received an e-mail, that error accured in my reservation.

I checked with my bank – payment is pending for some reason. So I called eNightmare. Everything but friendly person in support centre tell me to buy again (in poor english of course). I wanted to explain situation, but she didn't want to listen – just buy again.

So I buy again.

During the purchase process eNightmare site warns me that one reservation on my name has allready been made with the same dates (as if I wasn't painfully aware of that). I finish my purcase and of course ten hours later again e-mail – error accured in reservation – this time mail came in spanish language, probably to make my purchase experience even better.

So I call again. Slightly friendlier person tells me that there is a problem with America Airlines and I should try to use different Credit card. I asked, what to do with previous pending reservations – he assures me that those are not a problem.

So my third purchase with second credit card. Price went up for 100 euros already. Not to mention that price advertised was never equal to price charged (60 eur eDream commision, 7 eur commision for credit card payment, and who knows what else .) Again after 12 hours mail (in spanish of course) that something went wrong. I called again (eNightmare phone number allready on speed dial). So this person explains me that problem is in many booking pending (my previous purchases). I asked him to terminate those bookings, so I can try again. He promised to do so (I should know better...)

So my forth purchase. Immediately I knew that problems are coming – again message about previous booking pending. ž

So I call the friendly stuff of eNightmare again, asking them what to do. He inform me, that there is an option to make a bank transfer to them. Yupiiii!. So they sent me info where to transfer money, and I do so (15 minutes after my credit card purchase attempt. I sent them scan of tranfer document, as they instructed me to do. To be sure (after all, I do have some bad experiences with them), I call them to confirm the payment.

This time I even get a nice person, who is kind enough to inform me, that:

1. Ticket price on reservation is not correct and is higher that one on reservation (?)
2. bank payment will reach them no later than in four days and there is no way that my reservation will be still active in four days.

WTF – so why did your coleuage directed me to send bank transfer if it is virtually impossible to pay for tickets trough bank transfer? Of course she didn't know.

Next day i receive SMS message, that credit card payment was confirmed with American Airlines. So I send an email begging them to solve my problem.
They had my money I even gave them flexible dates for some of my flights, so they it would be easier for them to find tickets. The response was that I should deal with American Airlines alone and that they will refund me money I transfered. So I asked myself, why they are charging me 60 eur of commision if i need to argue with AA myself...

That was enough for me, I went to Expedia and bought tickets without any problem.

At this moment I have 3 payments to eDream pending on my cards (not so worried), hoping that they will refund me my bank transfer money (quite worried), tickets cost me 300 euro more, I spend over 50 EUR on phone calls, lost several hours of my life, not to mention my agitation and frustration...

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7:18 pm EST
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eDreams extra charges

Hi this company is doing frauds. I purchsed tikets on it and they charged 100 % more charges than ryanair. This detail was not given while purchasing tiket that this extra amount is only for edreams. What a benifit they have (100 % on each tiket) what an amazing business . Amount given to ryan air is 38 while charged to customer is 81..

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dnky
, BE
Nov 11, 2013 9:18 am EST

Yes, you should avoid this company.
I just booked five tickets brussels->Bologne for Christmas on Ryanair with eDreams. At confirmation, a total price of 716 EUR was shown, which I accepted after entering my credit card details. Clicked confirmation, and am then informed that I've been charged 1065 EUR for the flights.
I immediately received confirmation from Ryanair for the booking. In their confirmation, the total cost of the tickets is 835 EUR.
What sort of scam is this?

I'm going to contact an consumer advocacy organization here in belgium and see if they can help get out of this. Judging from posts here and elsewhere contacting customer support at eDreams will be just feeding more candy to the beast.

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AndreaV
Harrow, GB
Mar 07, 2012 11:36 am EST

We booked flights with edreams. They charged our credit card and at the same time gave our credit card details to the airline and so we were charged by them also.
They promised a refund but so far nothing has materialised. We have now opened a dispute with our credit card company.

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3:34 pm EDT
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eDreams bad service

After booking an international return flight from Barcelona to Bogotá, I got informed by eDreams during my holidays that part of my return flight was cancelled. They cancelled my flight and booked me on another flight, giving me only 30min time to change flights in Madrid, which is impossible. After mailing / calling them, they just told me to look for an alternative myself? Why did I pay them €50 commission?
Once back home, I contacted eDreams to complain about this service. They kept replying that they were not responsible for anything, blaming the airline company. A Travel Agent should take up their responsibility, instead of leaving a guest on their holidays calling airline companies to find a solution. Result: NEVER AGAIN eDreams, better to book directly with the airline company you want to fly with!

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MarthaA
Miami, US
Apr 11, 2012 8:25 am EDT
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My friend recommended this site to me as I was looking for tickets from Madrid to Torino. I found a good deal and everything worked out just fine. I m happy to learn that eDreams is also offering deals in the US. I will definately check their fares for my next trips. I see in the Us the phone is free of chrag Thank Goodness!

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AndreaV
Harrow, GB
Mar 07, 2012 12:29 pm EST

DO NOT USE THEM.

We booked some flights with them and they charged our credit card and at the same time gave the airline our credit card details so that they charged us again. They never paid the airline direct so we ended up paying twice!

Edreams promised a refund but did not deliver and we had to open up a dispute with our credit card company.

THEY ARE SCAMMERS.

Also if you phone their customer service department it costs £1.53 per minute and they take ages to deal with you, so it is VERY EXPENSIVE.

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7:49 pm EDT
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eDreams - fraud

As thousands of people, today is my turn of being scamed by edreams. I purchased my tickets and am in urgent need of help for changing the booking. Their website is full of phone numbers that do not work and emails that do not reply. The website is full of innacurate false information regarding their customer policies. After a few minutes of reseach( now...

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eDreams fraudulent charges for airline ticket

I attempted to book a round trip ticket London-Limoges. After having submitted all my personal details, they responded that they could not go ahead with the booking because of server problems with Ryan Air server. I was asked to rebook which I did. I waited for 24 hrs but there was no response from them in spite of me emailing their Customer Sevices Dept, backoffice Dept, Customer Complaint Dept...Meanwhile when I checked with my Credit Card Co, it was discovered that they charged transaction fee of 4.50 pounds twice.This company should be taken to court for FRAUD.

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9:51 pm EDT
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eDreams - enightmare

This is a SCAM site - I cannot remember how I came across it but it was during a search for cheapflights Athens - Mykonos return. I purchased 2 return tickets on 18.04.10 (£152.20ea) and received a confirmation email. 9 mins later, I received an email stating my bank card had refused the payment and I should contact them with alternative bank details or...

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eDreams rip off calls to customer support

O not use edreams to book your flights etc, reason it will cost you ££££££££££'s to call their premium support line if you have a need to speak to them. This company rips you off on phone charges to sort out problems. I booked flights through them, then the airline cancelled the flight. I have been trying to conytact them for the last few days to arrangre a refund. There is no way to get through to them by email to sort out the problem. When you get through to them @£1.53p/min you get put on hold as alll their agants are busy and pay lots to listen to their on hold music. Repeat do not use them if you think you may need to talk witrh them, its very expensive with no guarantee of a solution before you run up a huge phone bill.

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eDreams charging scam

I too have had dreadful problems with edreams. The jury's out on whether they are wilfully fraudulent of wildly incompetent but either way they should not be used. I used them last week to book a flight to Amsterdam. The following day we received am email saying that there had been a problem processing the booking and requesting email or telephone notification of all our credit card details, passport nos etc. We immediately emailed to cancel the order. They emailed back verifying cancellation at no charge. The following day however the amount was debited twice from the account although one was described as a debit and the other as a correction. Despite repeated emails they have still failed to rectify this, so I have paid DOUBLE the amount for NO FLIGHT tickets!

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Hanna4ub
, GB
Apr 28, 2016 5:25 am EDT
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Edreams have charged service fee separately to flight costs. At the time of booking the price stated didn't show the additional costs to the customer.

When I called up to enquire they were not helpful and just simply stated that they do charge this.

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Makana22
, DE
Nov 27, 2013 2:01 pm EST
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I am surprised edreams still exists. The company scams so many people. I think the most people do not report it, because they cant be bothered. I booked a flight on Ryanair and edreams charged me 22 Euros more than all the documents I have of the final charges. I wrote back and forth to various representatives, sending proof of all the documentations and in the end they stopped responding. I live in Germany and sent a complaint letter to the newspaper here, that specialized in trouble with travel companies. They took the issue up with edreams and the response was "no comment". If edreams chooses to illegially charge extra for each booking, then they are making millions by unlawful charges. This company has wasted my time, energy and nerves and of course for 22 euros I did not follow up on trying longer to have 22 euros returned. I commend anyone who takes this company to court!

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against edreams.com
Wherever, US
Sep 06, 2013 11:11 am EDT

I am forming a lawsuit against edreams. Please email edreamslawsuit@gmail.com. So many of us have been scammed by edreams.com. Please send your story, let's help each other fight back! ps help spread the message on this page!

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mor34il
, IL
Mar 23, 2012 11:22 am EDT

does any one know how can you lawsuit edreams i have been in discussion with their retarted customer "service" for 3 weeks now and they charged me money for a flight they did not book., is there any way to law suite them by a group of people, this is a fraud company and it needs to be stopped

I will appreciate if some one can transfer me details to my email at:
agfreedomehotmail@gmail.com

I really appreciate it, and learn from my experience DO NOT BOOK FROM THEM
THEY DO NOT ANSWER PHONES
THEY REPLY TO EMAIL AFTER 4-7 DAYS WIT ###IC COPY PASTE ANSWERS
I ended paying for a flight they charged and did not punch and spent from 3am to 8pm waiting for my other booking with esyjet at last after i understood there is no hope
THANK YOU

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flowere
, NL
Jan 26, 2012 3:38 am EST
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Once I have bought two tickets in edreams website and guess what.. At the airport we were told that we hadn't paid for the luggage and we had to pay if we wanted to register it. When I was buying tickets I haven't seen any notice in edreams website, that baggage fee was not included and that we had to pay additional fee. So, we had to pay 30 eu for one piece of luggage at the airport. After returning home, I emailed edreams but they have blamed me for the accident as luggage policy is available under General Conditions. I have replied them that EU regulation oblige them to communicate price supplements in a clear, transparent and unambiguous way and other vendors clearly show that the price is without luggage price (i.e. check easyjet) AND that I had tried to read General Conditions but it is just impossible to read it in time (booking transaction just timesout and form has to be filled again). Do they think it is appropriate way to notify about such a important thing like additional price for the baggage? They haven't reacted to my second email and my money was gone, of course.

But it is not the worst.

Next time I was foolish enough to buy tickets in their website again. This time we haven't been admitted to the flight. The girl at the airport told us that she could not find us in the system and that the reservation haven't been made! I called to eDreams customer service but there was no one on duty there. We have shown her the email from edreams with all the information about flight, but she couldn't help us. We had to buy another tickets and fly the next day! We had a lot of inconveniences because of this, so I've emailed edreams again demanding a refund. But they have stated that it was our fault, because we got only one email from them with all the flight information, but it was not the ticket and we had to receive another email with the tickets (which we haven't gotten, of course). They've told us that it was our fault that we haven't gotten these tickets and that they will not refund money for us! They have offered us to use edreams 10 euro discount to be used for the next time DD How ironic is that? I will never ever use this edreams service again. I've already told about them to all my friends and I will write about them in every travel and services website. People should know about them. I hope that crisis will affect these scammers.

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diddyt
harrogate, GB
Sep 18, 2011 11:13 am EDT

I too have had problems with edreams. Very long story short: I finally recovered my refund by seeking advice firstly from the european commission for consumers in brussels and then the uk european consumer centre (ECC) to whom I was directed. As I had paid by visa debit card, I was told to approach visa under their chargeback scheme and because I had all the relevant documentary proof of my assertions, they took up my case and within days I was reimbursed. I realise, however, that most people use credit cards with which to pay and so recovery, I'm sure, is a different matter. The most valuable advice I was given by the ECC was to register a complaint with themselves or trading standards, who, upon receiving a number in respect of any one company would take up the issue with their opposite number in the offending company's country (there is no pan-european regulatory body). edreams merged with opodo and govoyages this year and so become a component of an online travel agency to rival that of expedia and last minute - scary! At the same time I find this reassuring too as they surely must subscribe to certain standards of business practice. They have been fined a substantial sum this year by the italian antitrust office for poor practices as outlined by the many online complaints. Don't limit your complaint to a message board! My belief from my experience is that they are incompetent, ill trained, poorly managed, poorly versed in banking practices, perhaps lacking in english language skills etc etc (although not so much on the sales side!). My advice if you have a legitimate complaint - contact your country's trading standards or equivalent; european consumer centre or equivalent - whatever regulatory body you can find (via internet search). Formally register your complaint!

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eDreams my money taken but no ticket issued!

Before this we had bought tickets from eDreams with success on 2 seperate occasions. But now, this 3rd time, we have become a victim too. On June 28, 2011 I booked a flight from Amsterdam to Bucharest for my wife with eDreams.com. We wanted to pay online with our MasterCard but this transaction 'failed'. We were supposed to use an alternative payment method: bank transfer. We sent an email to the customer helpdesk and they provided us with the details (account number (IBAN) + Swift code). account: IBAN: GB85DEUT40508129608901 BIC : DEUTGB2LXXX, account holder: Vacaciones eDreams S.L.
It turns out to be an eDreams' bank account at the Deutsche Bank in the UK. We emailed the customer department with proof that the bank tranfer had been done using screenshot of my online bank statement showing the transaction benefitting eDreams. (They wanted proof via fax but we don't own a fax machine)
Of course, the bank transfer succeded but after this nothing happened. My money (287, 59 euros) was gone but the ticket did NOT get issued and my wife would miss her flight. So we called and emailed eDreams many times. When on the phone they seem polite but they actually don't or can't help you. In the meantime we bought another ticket at another company because eDreams would not issue the ticket. eDreams mentioned to us that they did not recieve any payment from me in their bank account.
I've also sent my complete complaint via email to their complaints department on August 5, 2011, but eDreams did not bother even to confirm reciept of my complaint. Since eDreams did NOT issue a ticket we have been asking them to give us back our money. A month has passed and now it is September 5th and still no co-operation from this company. In future I will use other travel agents who will normally issue your tickets within 5 minutes via email immediately after the payment!

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No Happy Jan
Bondi Junction, AU
Jul 31, 2012 2:33 pm EDT

I have had issues too. I booked a ticket from Edreams from BCN to Amsterdam. Edreams have charged me twice and Vueling once for amounts over $200 for a ticket. On Edreams Ticket confirmation it state "the airline will charge your credit card for the amount of the ticket and Edreams will only charge a service fee". Edreams has taken more than a service fee though the full ticket amount as well. Edreams had breached their own terms and conditions and the staff cannot understand the issue. When I call customer service you speak to people in India who obviously do not understand the seriousness of this. I have spoken to 5 people and 2 of them said send me a copy of the charges on your statement and we look into it, when I do so I then receive an out of office response., I am very concerned how and why this has happened and how Edreams has requested money to be taken off my credit card without my authority. I have contacted Vueling the airline company and they replyed stating that they have looked into it and Edreams is at fault and ill need to request reimbursement from Edreams, Edreams is stating that they are going to recover the funds from Vueling. Edreams is clearly at fault and they have charged me twice, they do not want to return my money, I would not use them again and warn everyone else the same.

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AJ Johnstone
Sydney, AU
Sep 27, 2011 12:39 pm EDT

Agree.. Quite sad these companies exist to extort people. I made the mistake of registering & providing all personal details including passport number & just before I whipped out the credit card, I wanted to check the itinerary & I swear.. It pays to do some research. The supposed flight from Sydney to Melbourne in Australia was with an airline called Trans Brasil...After a quick search the airline has ceased operation in 2001?!?!?! Is that just being extremely lazy in terms of deceiving people?
So ****ing glad they will not get a cent from me. Buyer beware!

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eDreams refund

Recently I purchased a flight with edreams, unfortunately shortly after I had to cancel my trip. Luckily I took out insurance with the company at an additional €14. My reason for cancelling the trip was covered under the policy regulations yet still I have not heard back from them. When I first sought a refund I was e-mailing various people back and forth back and forth, every week they would request a new set of forms from my employer/bank etc. Finally the e-mails stopped and I successfully returned the extensive pile of forms (much to their surprise I'd imagine). It has now been two weeks since the last e-mail was sent and I haven't heard anything back from the company. That is a total of two months of ridiculous form filling and now there is a chance I may not even receive my money back as they have to 'study' the information I provided. It is absolutely ridiculous, at the end of the day I have a genuine reason for cancelling my trip and I even took out insurance. I am so annoyed how companies can get away with treating customers like this. It is a lot of money to me and I am so annoyed how they have wasted my time and mistreated me.

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eDreams.net
Miami Beach, US
Aug 01, 2011 5:00 pm EDT
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Good Morning,
Would you please send me an email with the confirmation number and all details to: edreams.onrep.en@edreams.com
Our customer representative will get back to you in order to solve this issue.
Thanks

eDreams

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eDreams non booking of tickets but money taken

I booked a flight on the 18th of July from Lisbon to London on behalf of my partner with edreams on their website I followed the correct procedure and when I had put all my payment details in and the site accepted payment a notice then appeared to say thet the flights could not be booked and monies would not be taken from my account. This however did not happen and now I have £248.66 pending in my available balance and I am unable to buy another flight. So no tickets and no flight. I have emailed them on numerous occasions and have received one reply asking for more details and to have a nice day! This has been a complete disaster and the flights were for the 25th july returning on the 3rd August and now the cost has risen even further. I have also tried ringing but it costs £1.35 mer minute via a land line and more if a mobile is to be used and this is all I have. I am so disappointed and after reading complaints from other people it seems unlikely I'll recieve the money back in time to book with another company. I am a single parent and work hard and to have this amount of money taken from me without any explanation with the added insult of having to pay £17 debit card fee for the priviledge is a disgrace. Please help me. I wouldn't mind if they actually booked the flights for me now I would be eternally grateful if they did but they are now saying they have no record of any such booking.

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eDreams.net
Miami Beach, US
Jul 21, 2011 5:14 pm EDT
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Dear Carolneen,
Please allow us to apologize for the inconveniences caused. Could you please send an email with your contact details and all information to: ana.gomez@edreams.com
I will be glad to help you with this case.

Regards,

Ana @ eDreams

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eDreams excessive charges

I tried to book a flight on edreams but was lucky that they don't accept Visa Debit cards. I noticed that they charge £19 to process card payments, which I consider excessive. Also they ask for a passport number just to be able to register with them, something which other booking sites do not require . I was unable to get through to an operator on their call line and have yet to receive an email regarding a query I had. I ended up booking with travel republic which was cheaper because they don't charge for card payments. Their customer ratings also seem much better

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eDreams.net
Miami Beach, US
Jul 13, 2011 6:50 pm EDT
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Dear Ade7,

We are sorry that you had so much trouble when booking with eDreams.
We are required by the Airlines to collect passport numbers to avoid false matches with no-fly lists. If you have the same name as another person thats happens to be on a watch list, things like middle names, dates of birth and passport numbers will distinguish you from that person.
Our customer service representatives are available at Tel: [protected] You can also contact us by email at: edreams.onrep.en@edreams.com
We hope you had a safe trip,

eDreams

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eDreams Money taken from card despite 'unconfirmed booking'

I tried to book a flight with edreams but the online payment crashed half way through doing the transaction. An email came through to me to say that my booking was not confirmed. I checked that money hadn't left my account and waited for the 24 hours I was told to wait for a confirmation email. No email came and still no money from my card, so I booked a flight elsewhere presuming that this had been cancelled.

I checked through my bank statement and can now see that the money was taken from my card 3 days later but there was no further email about the confirmed flight.

I subesqunetly wrote to edreams and have had three appalling emails back, none of which actually answered any of my questions. I have threatened to call the police as this appears to be fraudulent and now no one replies to my emails at all.

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eDreams.net
Miami Beach, US
Jul 06, 2011 4:39 pm EDT
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Dear Customer,
Please send an email with your locator number and flight itinerary to : Facebook.claims@edreams.com
We will get back to you as soon as possible

Regards
eDreams

eDreams Customer Reviews Overview

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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?

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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.

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