eDreams
reviews and complaints

I booked a ticket to Northern California for January 2018 to attend a training course which was postponed due to the forest fires. Calling them, they offered to rebook the ticket at a higher rate and NO refund in canceling my reservation. When asking where to complain, they said it's not them but the travel company and practically shut the phone.

WOULD NOT RECOMMEND THIS WEBSITE TO ANYONE.
Other budget online reservations amend tickets. This is a total S C A M.

Dear Sirs,

At December 2 I ordered five single flights from E-dreams (Vientiane-Bangkok, Bangkok-Medan, Medan-Palembang, Palembang-Batam, and Singapore-Bangkok). Total sum 400, 06 €. I never received anything from E-dreams (or amadeus), and at December 11 I made a reclamation to VISA in my bank (Bankinter). Since I had no reference number or confirmation it was not possible for me to get in contact with E-dreams. I have still not received any repayment or explanation. To phone is impossible from where I stay now. I would appreciate an explanation for this neglect of E-dreams and a repayment as soon as possible. I have been a customer of E-dreams for many years, but this is the first time I have received nothing for my money. Two attachments could not be included.

All the best
Carl Yngve Gran

On June I booked a air ticket from Ho Chi Minh to Male, with connection in Kuala Lumpur. Around 2 months later, I got an email from edreams that airliner has changed the flight schedule and asked my confirmation. The first bad thing of this company is that they asked me to confirm by calling them. I cannot confirm by email or in the website. The second problem was I cannot confirm because the change simply disconnected the flights. I couldn't catch the second flight. So I made an international call to say to them that the flight was disconnected and for that reason I cannot confirm the changes. I asked them to give me another alternative, and they said will call me back in 48 hours. Passed more than one week, I called again, same answer. Some days more, another call for them, same answer and never called back. I called the airliner directly and after they give some options not workable due my short schedule, they suggested me to request the full refund. I accepted that and bought another air ticket by another airliner to go to Male. When I requested the full refund, the airliner SriLankan said I have to request to the travel agency that I booked the ticket. Already called two times this company edreams for a simply request of refund and they just say will check and call me back. But NEVER call. The flight is on 29 Dec and up to now I don't have any answer from this company. I already used Orbitz, Ctrip, Cheapoair and never had any problem. But this company eDream have the worst customer service ever.

My name Baruch Hermon, I booked a flight tel-Aviv-Berlin-tel-Aviv, ref number: [protected], I don't remember that I added a baggage and wanted to do so but online telephones were worst, in a loop, unbelievable!
I wanted to E_mail to you, but there is no place which mentions this as if you don't want others to write to you.
please be kind and guide me how to solve that problem,

Regards, Baruch Hermon
[protected]@gmail.com

I booked Ticket for NBI-BOM and back on 07.12.2007 and paid for it. My PNR NO : S3RPMJ and Booking Ref is [protected] and cost paid is $711.18.
I have to postpone my travel and I am requesting for cancellation of my ticket both side, but eDreams is neither giving me a proper reply nor agreing to refund. They are saying Ethiopian Airlines to refund, and if I wrote to Ethiopian Airlines, they are saying eDreams to refund it.
I don't know about my mistake and I don't want to suffer.
Requested to please find out a solution.

To whom this may concern

We recently made reservations for three adults air fare from San Diego to san fransico from the 13th thru the 16th of December

I didn't notice dream had charged an additional $45.80 on my atm card without my permission

We had used edream website in the the past for our traveling needs

We had never seen any additional charges in the past like the one we noticed This time

Please refund the amount back to my card

Thank you

trying to change my flight with edreams seems impossible
they do not have an email address in which to do this
so i tried telephone. the answering service just goes around in loops, eg press 1 for this, stay on the line, then it starts again press 2 for etc but no one comes on the line!
not alone the cost of the call from another country
there is no way to contact them

My booking was cancelled because of wrong name and nobody was prepared to assist me.I have been tossed around and my child is frustrated and stranded overseas right now I have been on the phone for 7hours.
Please can I be reimbursed for the ticket was booked on my name Joyce Moerane instead of Lerato Maria Moerane and it wasn't my fault.

The agency didn't send me the confirmation but money was taken. I will like to have the copy of that ticket aswell.

On the 5th of November I went to the airport to get on the plane from Lisbon to Frankfurt, and from there to Washington.

The details of the flight are right here:

https://www.checkmytrip.com/CMTServlet?R=OGKTAG&L=US&N=GASPAR

(Exhibit 1, 2 and 3)

With some surprise, when I was checking in, my ticket had not been issued, and the employee from Lufthansa informed me that Edreams had not issued a ticket. They tried to contact Edreams customer support without success and asked me to do it stating that the flight was full and there was no point on even trying to get on that flight. They also informally said that this (absence of issued ticket) was something that was often with Edreams.

I contacted customer support following a maze of voice recorded messages, ended up spending 10 euros, until finally got around to talk to a very friendly customer service agent. Originally my flight was on the 4th of November. I called in September and offered my credit card to pay 180 euros to change that flight to the next day. It's on record.

He informed me that there was indeed a call to Edreams in September to change the flight but the agent in charge had no proceeded with the change, so my original flight was still standing. He gave me three options:

1. Fly with United the same day - I had to pay close to 4000 euros;

2. Fly in a few days with Lufthansa - I had to pay close to 1000 euros;

3. Cancel the flight and lose the return flight.

I informed him that I was cancelling the flight and get to Washington through another company, which I did, through Delta Airways, that same day. But first, payed a taxi to go home, slept for two hours, and payed another ride to the airport to get on the plane. It was not a pleasant day, with expense pilling up.

I got to Washington and with some surprise I got this email (exhibit 4) on the 7th of November, stating that a flight from Lisbon to Frankfurt was scheduled to leave on the 9th of November. This is obvious an error from Edreams since I was already in Washington and explicitly said that I didn't any of the options the agent offered me. It's on record.

On the 9th of November I get another email (exhibit 5) with another flight change, stating a flight from Frankfurt to Washington on that same day. Another mistake.

And again on the 9th of November I get another email (exhibit 6, 7 and 8) with even more flight changes. Lisbon to Frankfurt on the 5th of November, Frankfurt to Washington on the 9th. Another mistake.

I tried contacting customer service to solve the issue. Someone was about to listen to the calls and give me my money back along with an official apology. My biggest surprise was to find out that I had in fact contacted Edreams to change the flight but supposedly I had not given any credit card details. This is a lie. I called several times in September to change the flight and ended up offering my credit card details in order to pay 180 euros (130 euros for United, and 50 euros service charge for Edreams).

I would like to discuss this subject further because I have to listen to the proof myself. In this dispute I cannot trust your words since you are the most interested part.

I have a witness that was listening to the conversation at the time and corroborates my claim.

I made several calls in order to settle the change. Often your support line would end up getting disconnected and I repeated the call once again until finally got what I intended.

It was frustrating to repeat everything again and again. We are not talking about one single call.

And how can you explain the attachments, my new flight dates and time? (please check attached documents)

For the record, I need the following information:

1) Recordings on all the calls I had with edreams the past 3 months

2) Names of all employees involved in the calls

3) Explanation on how my confirmation code now shows a different trip.

4) Explanation on how now I seem to have a new bookings on the 7th and on the 9th of November?

Please state your information has clearly has possible and with sustainable proof so I can proceed with legal action later on if the outcome of this dispute doesn't show your wrong doing.

I will also publish every detail of this conversation on general social media as well as professional claim sites to highlight customer service practices of edreams.

My nine is Germain Ntembi, I am working with UN Mission in Somalia. I brought a ticket today with eDreams to be travelling from Nairobi to Kinshasa on 21/12/17 and coming back from Kinshasa to Nairobi on 09/01/18. My ticket booking reference is [protected] I contacted Kenya Airways to issue my ticket and they send me only one way ticket from Nairobi to Kinshasa on 21/12/17. I paid for that ticket $ US 1, 083.07.

I booked tickets months ago. I have called various numbers of times and no one helps me. They keep saying the airline is closed in order to amend my ticket. My name was spelt wrong by one letter and they have made such an issue about it. Someone will call back in 24-48 hours and NOTHING! one week after this someone gave me assurance that they would call me the next day that was TWO WEEKS AGO! Called again and they gave me the same excuse! the airline is closed except this time not in UK time but Australian time. After this while I was still speaking to them to sort it out they transferred me and disconnected the call saying that the issue was resolved and they would have to disconnect the call! the issue still has not been rectified and we are flying with an infant in two weeks! I AM NOTHING BUT APPAULED IN THIS BEHAVIOUR AND DISGUSTING CUSTOMER SERVICE!

My relative, Tajul Islam Chowdhury, paid USD $ 221.42 and 162.44 using his SCB VISA Platinum card (No: [protected]) to buy online air tickets from Air Asia Airlines (Kolkata-Jaipur) for my family on October 29, 2017 by edreams website. At Kolkata airport, however, the Air Asia Airlines officials claimed that I have to pay for the ticket as Mr. Chowdhury's online payments were unsuccessful. I paid for the tickets again on that spot using EBL VISA Platinum card (Name: ANM Golam Kibria, Card No: [protected]) on my travel date, i.e. November 05, 2017. I request you not to charge the amounts (USD $ 221.42 and 162.44) to Mr. Tajul Islam Chowdhury's credit card as I have already paid for the tickets. We have already informed the matter to Mr. Chowdhury's bank.

At first, they provided a million excuses and reasons not to refund, yesterday they called and said that sorry, but we can't refund your money.
And same: no reasons why is that?
They must refund my money according to their policies. And what do I see? I see how they don't honor them. They just don't give a freaking darn. They stole my 2000 dollars and feel ok about it.
I'll show you how it is to offend me. This is definitely not the end.

issue ref : [protected]-[protected]
My story starts on Oct 28 2017
On Saturday Oct 28 at 12.30pm, I try to book a ticket from BRU to BKK.
After final details filled in, I come unto payment page. I fill everything in, and system tells me to wait, and please do not renew.
I wait, and after a few minutes, I get a notice that says "something went wrong, please try again with other dates"
So I rebook a ticket immediately after.
Then 5 to 10 minutes later, I get 2 emails, that I booked 2 tickets.
I call e-dreams immediately, and the call center agent says no problem whatsoever. I just need to contact the airline to cancel the ticket. In this case Qatar Airways. I find it strange, since I booked thru edreams, and due to a system failure on their side, I would presume they would do the necessary. But I call Qatar, and tell them what happened. they cancel the first ticket, and tell me I need to contact edreams for the refund, since it was booked thru edreams.
I call edreams back, and they tell me I need to wait 24 to 48 hrs before they can issue a refund. I call them back 2 days later, same reply, I need to wait. I call them back 2 days later, again same reply.
I lose my temper, and I want the issue resolved on the spot, as their system made a mistake. After an more than an hour on the phone, the floormanager at the call center tells me, they will issue a refund, but deduct 300USD, that is the airline policy for this ticket booking class.
I told them over and over that its due to their system failure that I have 2 tickets, so I can not be reponsible, and they should issue full refund.
Now we are 3 weeks later, now edreams claims they will not issue a refund whatsoever because I cannot prove that ticket was canceled at Qatar.
I have called Qatar numerous times, and they confirm that ticket was canceled on Oct 28. But they can not send me any confirmation of this, because it was booked thru edreams. And edreams needs to contact Qatar for this info.
3 weeks after, and myself 700€ lighter, edreams is cheating people, by pretending nothing went wrong, and I need to provide them with info, that only they can obtain from the airline.
I would advise all people booking thru edreams, write down all the names, dates× of the people you ever talked to at edreams, take screenshots in case a problem might arise.
Because edreams is not willing whatsoever to resolve any issue whatsoever.

eDreams claims that if I wanted a VAT invoice from them there was an option I'd needed to tick during the original purchase.

I didn't do it on the moment of purchase because didn't allow me to note the fiscal number so I left this idea to a later moment - after trip.

Here comes the funny part, they tell me to contact the two airlines involved on my trip... and the airlines tell me to contact eDreams.

eDreams just provides an invoice related to a partial cost, related to their services representation let's say.

To those looking to have an invoice for your trip to make proof to your company, I suggest you to avoid this company since their protocol about delivering a complete invoice it's very uncommon.

One of eDreams replies goes like this:

"(...)
We want to inform you that in case of your reservation only our Service Fee invoice can be provided.
Please find it in attached files.
Unfortunately we can not issue an invoice of your flights as you have not requested it at the moment of purchase.
It can not be created later.
We have sent you a receipt from our reservation system for your flight with Aigle Azur with amount of 77GBP
To get an invoice for Low Cost flight please contact the Transavia France
Kind regards "

This is the first company I came across giving me hard time getting an invoice. I don't recommend to buy from them if you are looking to have a proper invoice to deliver to your company.

Hello,

We booked a return flight trough eDreams from Venice to Punta Cana (1 stop in Barcelona) and vice versa. The flight to Punta Cana was OK but the problem started in the return flight from Punta Cana to Barcelona. Enclosed you have the flight ticket that we bought trough eDreams. On the flight ticket it clearly says the flight from Punta Cana is on saturday 11 of november on 22:20pm - on every ticket that we ever received it always says time in the local time so this is also the local time in Punta Cana. We got a message from eDreams that the time of our flight changed - new time said 4:30pm and provided us a link for more information. When you clicked the link it just said that the flight is delayed 13 minutes, but leaving at 4:30pm?! We received the message 4:20pm (10 minutes before departure?!) - enclosed you have the message where you can clearly see at what time we received the message. As you understand our confusion we imediately checked on the internet the flight number and saw that the plane was already in the air?! This is NOT acceptable in any way! We went to the airport hoping that we would find some other flight but no other flight was possible or available. I tried calling the help number eDreams provided but there was no response at the time! There was no wifi reception at the airport so we returned to the hotel hoping we would find a flight for the next day and hopefuly a free room that we can stay in over night. Enclosed you have the extra cost for the cheapest room we payed staying one extra night (not mentioning the extra cost for the taxi to take us to the airport and back - one way cost us 50$ ! (you can also check that via hotel Hard Rock that we are currenly in). We also saw on the Punta Cana international airport website there was no flight to Barcelona that day but it was when you check the flight number on Google.

Once in the room at the hotel we reserved a new ticket through eDreams from Punta Cana to Venice (1 stop in Dusseldorf) - the ticket is also enclosed in the attachement. We have to call our parents to transfer us enough money for the flight ticket! Today will cost us again extra money for the transfer to the Punta Cana airport. Please understand that this is not an acceptable situation and that we demand a refund of the flight, hotel and extra transfer that we have!

We expect a fast respond from you as this is cleraly a very frustrating situation for us!

BR, Nejc Odlazek and Tara Milikić

Enclosed attachements:
1. The first return ticket we bought (Venice-Barcelona-Punta Cana) - for both of us
2. The screen-shot from the message you send us at 4:20pm
3. The extra cost of the one night in the hotel that we already stayed in
4. The new extra one way ticket back (Punta Cana-Dusseldorf-Venice) - for both of us

I sent the attachements on your eDreams official facebook page!

I had booked my flights for a wedding for my husband and I from San Francisco to Puerto Vallarta through eDreams. The original flight was supposed to have a 1.5 hour layover in Mexico City but the 9am flight was cancelled and we were then put on a much later flight that day, leaving us at the airport for almost 9 hours. We going to Mexico for a wedding that I am in so timing is very important. I called eDreams (took 30 minutes to reach a live person) to see what my options were and I spoke with a man he didn't speak great english and did not explain to me my options. He said I had to call the airline directly. During this call he also asked me if they should re-issue my ticket. They didn't tell me that this meant I was giving up my refund which we were entitled since the flight was cancelled and instead told me to contact Aeromexico. I said yes the the re-issue because I thought my flight would be cancelled if I didn't confirm and at that point I didn't really have any options. I called Aeromexico and they told me that eDreams was responsible for getting me on a different flight, not the airline. I called eDreams (25 minute hold time before I spoke with a live person) post airline call and they said, "yes you get a refund, but actually you don't because you agreed to the re-issue." I said that I was tricked into a agreeing to the re-issue and I didn't even know that a refund was an option because I was told I had to work with the airline. I asked to speak with a manager and they hung up on me completely. I had to then re-call, after 15 minutes of wait time I spoke with a nice woman who agreed to get a manager involved to help me. In the meantime, I had to book ANOTHER flight via Southwest which left a day earlier because I didn't want to not have any other flight options in waiting on my potential eDreams refund. I received a FB message after I also complained via Social Media and they too said because I agreed to the re-issue, I do not get my refund. Again, they do not explain what re-issue means and I truly believe they do this so that the customer is basically screwed and forced into keeping a terrible flight option of having to pay for an additional flight to the same destination. I have never in my life dealt with such unprofessional and abysmal customer service. I have already contacted my CC company to say that the charges are unauthorized because they are. In total, I was late to work because I was on and off the phone for over 2 hours and am now out $500 since due to the flight cancellation and double booking. They gave me a $100 credit but it really cancels out to $0 since they charge you for cancelling your bookings! I don't want my husband and I to technically have two flights to the same place on two different days.

Hi there! My name is Cocirlea Luiza with the email [protected]@gmail.com. I cooperated with edreams for a while but i decided to stop it! I was happy with them but i prefer to take exactly from the source the tickets! On 17 october 2017 the agency took me 35 euro from my account without telling me! I dont have any month subscription with them or something like this! I am really angry about this situation and i don't want that next month this can happen again! For other details i respond to the email wrote above! Thank you!

Hi,

I have tried to unsubscribe from eDreams newsletter at least three times. It is simply not possible.

Could you unsubscribe me, and also allow other customers to unsubscribe? This is truly dishonest behavior, as the issue had been raised before on this complaints board, and not resolved.

I can provide me e-mail adres upon request, as I prefer not to give it here.

This morning I booked a number of flights on one itinerary via the Edreams website ([protected]). Everything was fine until I received my confirmation email and saw that the first flight (Bahrain to Amman via Dubai) was listed with a completely different departure time. The Bahrain to Dubai flight was almost an hour and a half later departing which meant that I only had 35 minutes for me and my baggage to make my connecting flight which is clearly impossible.

I checked the FlyDubai website and sure enough, the correct departure time is actually 0400, not 0235 as listed on the Edreams website.

I am now unable to take that flight as I will surely miss the connection. I immediately tried several times to contact Edreams customer service centre via phone and the connection was bad and kept disconnecting. Every time I had to call back and it was costing me a fortune but I was getting nowhere. I have been trying to contact Edreams for over 3 hours now, it's absolutely ridiculous!

One of the customer service agents argued with me on the phone and told me no one forced me to book the flight so it was my problem and I would incur change/cancellation fees despite the problem occurring because of a mistake their company made!

I was then put on to a very helpful supervisor who checked the website, confirmed that the wrong flight information was advertised and agreed to help me resolve the situation by getting me on the 2110 flight from Bahrain on November 16 to Amman via Dubai arriving at 0830 on November 17. He put me on hold while he sorted that out and again I was disconnected! That was 2 hours ago and I have heard absolutely nothing.

No responses to my emails, no responses to Facebook or Twitter messages, not one call back from anyone at Edreams. It's appalling customer service. Not only do they not take responsibility for their own mistakes, but they completely ignore the customers who desperately need to resolve their situation.

I need someone from Edreams to call me back as soon as possible to resolve this as I am terribly upset at how this has been handled so far!