eDreams
reviews and complaints

On June 22, 2017, I booked (and bought)  2 return airplane tickets departing from Auckland (New Zealand) arriving in Nukulofa (Tonga) through edreams.com, our flight was aboard a Virgin Australia plane. These tickets were worth more than $800NZD. The reference number, [protected] listed for your convenience.

I can also send you an invoice and confirmation email with more detailed flight information if you need. The reservation and purchase of the airplane tickets took place smoothly without any major complications. The day before my departure, I also performed the online check in.

The day of our departure from Auckland, New Zealand, I proceeded to drop an extra luggage off at the Auckland airport, unfortunately Virgin Australia's employee at the check in desk informed us there would be a surcharge. The employee told us there was no free checked baggage allowed for the departure flight from Auckland ONLY free check in luggage for the return flight from Tonga to Auckland. There was no additional luggage included in the price for departure flight. In this situation, I find it unreasonable and I believe that it is a very misleading since the additional luggage is only included in the return flight. Also, misleading that there is no additional luggage included for the international flights (only hand luggage  -7kg). Although there are 2 airplane tickets, I only had 1 piece of additional luggage with my partner, which did not exceed 17kg. The handkerchief was only a basic (small purse). Due to the event I had to pay an additional luggage fee worth $130. I can give you send bank statements to prove the fee was paid if necessary.

Please kindly send an explanation as to why the additional luggage was not included in the airplane tickets for the departure flight and why it was only included for the return flight.

In light of the inconvenience I kindly request a review of my problem and reimbursement of the costs incurred if possible, as I believe that there was a misleading message.

To summarize my main points please refer below...

1.) I find it unreasonable that the additional luggage is included ONLY for a return flight, I ask for an explanation as to why this occurred.

2.) After purchasing 4 tickets, 2 departing from Auckland, NZ and 2 returning from Tonga there was only 1 bag checked between the 2 of us for the departure flight from Auckland, but no complimentary checked luggage options were available resulting in the additional fee atop the fee for both plane tickets.

With this problem, I've already contacted the Customer Service edreams.com that addressed me to you. So I ask pleasley ask if you can solve the problem or find a common solution with your partner edreams.com.

In hope of successfully resolving my request, I welcome your response.

V. Kunaj

Hello,

First time I have called for refund the phone assistant gave me the wrong insurance number ( it turned out to be the phone number of the human ressources department of a random company). It was around the 03/10/2017.

Also, the two other times I called, both assistants automatically told me that my flight tickets were 100% non refundable, until I insisted to check my eligibility for a tax refund (it turned out that 50% of the ticket was refundable).

I have been partially refunded now, but I believe that in the future you should be more reliable and honest with your customers, help them to get a refund and not wait until they get mad and insist to double check.. I think it is an unnecessary conflict for both parties and it is an issue that could be easily avoided.

Best,

Gwenn Le Pechoux
booking reference: [protected]

We are a group of four people and we have bought 4 tickets from Vienna to Krabi from the 28/12/2017 to 07/01/2018 in August this year. When we got our e-tickets we realized that the company made a mistake - as one of the names was spelled wrongly! We were certainly not the ones who made the mistake as we booked the flight together and it is not possible that 4 people did not notice this mistake!

After that we contacted the e-dreams customer service MANY times and we got several DIFFERENT answers from them! But they did not come up with any solutions! The only option they provided was to cancel the reservation (200 €) and book the flight again (1550€) which is IMPOSSIBLE for us! And this is certainly NOT a FAIR solution!

They told us to contact the airline and we did so - a very qualified employee of thai airways was the first one who offered a solution! She told us that e-dreams need to contact her and she will discuss the issue with them! However, edreams told us that they are not able to contact anyone! Now we still don't know what to do! Can anyone tell us what we should do now?
We just wanted to spend a perfect holiday together - we saved the money and we have been so much looking forward to it! Now it is a complete disaster!

We told them that we are willing to pay a charge but we are not willing to pay more than 1700€ for a ticket! That is not okay!

We will never book again with edreams! It is the worst travel agent we have ever had.
Please do not make the same mistake that we did and book a flight with them!

Edreams does not operate fair. This is not first time when it happens. I purchased today 26.10.2017 a ticket from Bucharest to Nantes, the total price for the flight was shown 257 euro, and, in the last moment when you enter card details they update the price, sometimes this update occur in the moment when you press the pay button and you see the total price after you have paid. I was charged totally 290 euro.
Please investigate.

Dear EDreams, the airline have canceled the flight and my tickets got canceled, I have received from your customer service an email assuring that I will get my refund by 10 of October, I am following up with your customer service by emails since then with no reply, until
Now I didn't get my refund, many
Emails has been sent over and over with no response, and you are holding my money, I request you do the refund urgently
Reference number [protected]-[protected]
Regards
Zakhia saliba

I was looking for a flight from Bismarck North Dakota to Las Vegas leave date November 27th return date November 30th. I was lied to on the website stated only 4 seats left on that flight this was a couple months ago. the total was over $600 for two adults. Now I go on the eDreams website the same flight is 89.48 and there were still seats available for that flight. Your company misrepresented the seats left and gouged me for 3 times what I should have paid by lying to me and telling me there were only 4 seats left available for that flight. I want a refund I want to be compensated because you misrepresented information of how many seats were actually left for that flight. This was for Allegiant Airlines and now the seats are 8948 through your company. my name is Michelle Johnson my phone number is [protected] my email is [protected]@HOTMAIL.COM . Please get back to me or I'm going to Lodge a complaint with the Better Business Bureau. And put this message all over social media

Now we are midway through our trip in Guangzhou, China and I have just spent more than one hour trying to reach a human at edreams to change a flight. There are no human customer service agents at edreams. It seems that our only option is to purchase a new ticket with no credit for the partially used original.

This is our first and last trip with edreams. I recommend checking the many online complaints before booking with edreams (as I should have)

I have been waiting 30 days for a refund of about $450 from edreams - I called the airline they booked me through only to find out they had gotten my refund weeks ago and just hadn't given it to me. A month is RIDICULOUS. I have spent over an hour trying to contact literally anyone from the company to get my refund with zero luck. I need my money back and it's very unprofessional and immoral. I'm very disappointed and upset with my experience with this company. My booking number is S3GAHC and I expect to be contacted very soon regarding this matter.

I was quoted $900 for for two tickets from New York to Madrid. I check my credit card the next week and see 3 charges totaling $1, 900! I never agreed to that amount and the quoted price was $900 for 1 adult and 1 child ticket total. The airline insists I deal with edreams. They refuse and say I did agree. These tickets remain available for $900 and obviously, I never would have agreed to pay $1, 900. Edreams are frauds and dishonest and absolutely impossible to deal with. I will be making complaints to every relevant governmental agency I can find and disputing the credit card charges. I unwittingly was direct to edreams from Google. Beware! If direct there, click elsewhere to a reputable, honest company.

Hello
My name is Almog and i ordered a flight and hotel from edreams and gave you my United Airlines frequent flyer number.
But didn't receive any miles on my flight with ageans. Which is a star alliance member.
Both companies are star alliance members so i should have gotten miles.

My email is [protected]@gmail.com

Thank you and best regards

Almog Duek

In July 2017 Easyjet cancelled our flight and being the worst busiest period of the year, there were no other flights for 5 days. So we had to book with different airline. Not many tickets available, only 2 tickets available with eDreams. On the process of quickly buying the last 2 tickets I made a mistake and put 2 passengers with the same name. The flight was 12-15 hours ahead and eDreams could not change the name. They said the airline had to do it. So we called the airline and they told us eDreams had to do it (which make sense). We spent hours on the phone trying to convince them they had to do it and at the end they haven't done it and we lost 1 ticket for the price of £236 for their lack of professionalism. Just appalling.
Never use this agency.

Hi there,

I have been on hold (and being charged) for over an hour and a half now. I phoned last Wednesday (4th of October) about flight changes you made to my booking (ref number VUOBB6). As our flight time had changed meaning we only have half an hour to get off one flight and onto another which the person I spoke to told me was not enough time. He then informed me he would email me through new flight options and to wait 2-3working days. I have heard nothing. I then phoned this afternoon at 5 to tell another person of this situation. After being placed on hold for 20mins (after it take 10mins to get through) I was cut off. I phone back and exactly the same thing happened. I have now been on hold again for another 32 mins (still holding) with no end or resolution in sight. I would like to be reimbursed for my phone calls as well as some sort of compensation for the time I have wasted.

If I don not hear back in regards to this I will be taking my complaint to the ombudsman as you cannot treat people like this.

edreams ref number [protected] - booking for Port of Spain to Georgetown round trip. Price quoted was 377.83 (Can) and after I entered all the info with card informations as well, my card was charged $420.00. What nonsense is this, and tried calling the [protected] number always busy. This was booked Oct 7, 2017 @ 1030pm. I certainly don't think this is right. Please advice.

05/10/2017

I bought a ticket from e-dreams but CANNOT, by any means, access my booking through the airline company's website.

When I try to reach e-dreams to understand what's happening, I can't find any e-mail address to contact them about this issue, and when I call the phone number they provided, it is not working.

How should I proceed?

(Reservation number [protected])

My name is Nikola Novak, On 3.10.2017 i booked a flight on your site from Belgrade to Los Angeles around 17:30. After that i tried to make one more reservation but it declined because of no funds! I know for a fact that i had money on my card. I contacted the bank and they told me that someone tried to make a 260 euros reservation via your site 12 times in 3 minutes and it all declined. I blocked the card and now my funds are blocked and i do not have a card and i can not make a new reservation which i need ASAP! How can this happened? How can someone stole my information on your site? I am requesting a refund because of this! You can answer me on my e-mail: nikola.[protected]@gmx.com

Soul Wahia
Flight JQ201 leaving Sydney 13th March 2018 Ref IB7BuV

My grandson booked his flights through your company and for his return flight he booked the 13th March 2018 . Confirmation states the 12th March 2018
Every time he contact EDreams in New Zealand they tell him he has to pay $700 to change to the correct day. This was a web page error .
He is on a cruise ship the Explorer of the seas and it docks in Sydney at 6.30am he would not make the 10am flight to return to New Zealand with his mother and brother. He booked the 13th march 2018 and his confirmation states the 12th march 2018. He is very distressed about this problem. He is a young man who has saved his apprenticeship money to take his mother and his brother on a lovely holiday. He paid early as he trying to manage his money.
I feel a company such as yours could show a little compassion something that is not easily obtained in 2017. Please review your procedures and change the flight to the correct date after all the flying date is 6 months away. I thank-you very much and pray you will assist my grandson Soul Wahia phone 02 [protected]

I booked a flight from Leh to Delhi through edreams for 15th November. I received an email from the flight company saying this flight has been rescheduled for 13th November which of course we cannot take. Edreams refunded me £92 when I paid £106 in total, given I cannot take this flight you should refund me the whole amount. my reference number is [protected].

I purchased a round trip ticket to Gaborone from Johannesburgh and a return ticket. I was obliged to cancel or change the reservation because the United Nations workshop which I was supposed to participate in was postponed for three weeks.
Changing the reservation was accompanied with an exorbitant service fee of 70 euro. When I decided it wasn't worth it and wanted to cancel the flight - I was told to approach the carrier Air Botswana. I tried to do so, but have received no answer from them.
The details of my tickets are Oct 1 BP 208 at 9.00 a.m. from Johannesburgh to Gaborone; Oct 3 BP205 from Gaborone to Johannesburgh. Booking number VWXOV2.
In other words - I felt I got no service from eDreams. I travel quite a bit and this was the first time I used them. It will also be the last time. I also intend to inform colleagues of this situation.
In addition, added charges were heaped on the booking so that the price advertised - 144 E burgeoned to 177 E.
I leaned alot from this experience, but that is the only value I have gotten for it. Meanwhile, I have paid 177 E for nothing.

1) 04 Sept.2017 bought the ticket
2)+[protected] Nadia
3) the ticket has the wrong date and I canceled it after 10 minutes
4)See the confirmation that I received:
From: Customer Service Team eDreams
Sent: 04 September 2017 16:52
To: Graham Gilkison
Subject: [[protected]] Cancellation confirmation eDreams

eDreams
Dear customer,
We are pleased to inform you that your flight cancellation request has been received.
We aim to process all refunds within 15 days. The amount will be refunded back to the same payment method used in the original booking.
Kind regards,
Your eDreams Customer Service Team

Till now we didn't receive our money back

Hope to hear from you very soon

Regards,
Nadia
nadia.[protected]@austability, com
+[protected]

I am due a refund and they keep disconecting my call when I call their customer service number. I booked my flights and luggage through them. Then at the airport they had not paid the airline for the luggage. I had to pay at the time of boarding. I sent my receipts to edreams and they said they would reimburse me. They still have not done so and I traveled in July of 2017. When I call they either pretend they can't hear me or they put me on hold and disconnect me. They owe me 86.80 Euros