eDreams
Reviews and Complaints

The company must improve the customer service and provide the cusotmers with full and correct information!

I booked a wrong flight and the only way I could cancel it was to call an american number. So I did call and canceled the flight trough the automated system.
So far so good - I booked another flight for the correct day and the payment went trouth, the information on the website showed the booking is succesul and I was happy for couple of hours untill I noticed I never received the booking reference number. There wasn't any information on the website or with the ailine so I called the call centre again.

The automated system informed me that some bookings can take up to 24 hours until they are fully confirmed and until I receive the reference.
And I waited. After 24 hours of not receiving any information I had to call back and speak to some of your customer advisers thinkink they might be helpfull, but nо, they werent really. The gentleman was not listening to my query. He started speaking about the bookings one by one not stating clearly thet the first booking is canceled. He was talking over me, failing to hear whan i'm trying to explain. I had to tell him 4 times how exatly I canceled the first flight as he was confused how come there aren't any notes in the system. However in the end he did confirm that the booking is canceled. And I was able to ask for the actual issue I called for. He apologised and he said the booking was not successful. When I asked him why I didn't receive any information and why the money are not returned in the card he failed to explain again.

My bad experience did not stop there! After finally booking the flight and receiving the booking reference number I received an email for my check-in for the flight which was supposed to be canceled.
I decided to download the app for opodo so save up some money of calling expencive service numbers.in the application I didn't find any information stating that the flight is cancelled.
There it goes again I called the call centre to ask them what's going on. After waiting for 10 minutes on the queue another unherlpfull adviser picked up the phone. He was not listening, just stating random information for the flight I have cancelled couple of times on 06.06.2018.
I kindly asked the gentleman to stop there and I explained him that I actually cancelled it trough the automated system and an agent confirmed that's cancelled. Finally he decided to read some notes and told me the flight is canceled and I will receive the money back in 10 days. He failed to explain why I keep receiving confirmations for the flight on my email. He was yawning while speaking to me. Despite the frustration I had and the complaint I wanted to open.
I asked him for any reference numer I can get so I have a proof he has done anything, but he started to just speak randomly avoiding my questions. I asked to speak to his manager and in the end of convincing he told me I will be transferred on the line to wait to speak to him.
After aiting for another 7-8 minutes I gave up dissapointed with anything around this company. I hope the flight is canceled indeed and I will receive my money back.

I would never ever recommend anyone to book flight or do it myself trough edreams. Seriously, it's not worth buying cheap flight if you have to spend a serious amound of money after that just to get some information and to get disregarded.

In order to get reimbursement from my airline, I need an invoice from eDreams. I have requested an invoice 3 times over the last 2 weeks and have not gotten a single reply. This is absurd and reportable to the BBB. All businesses need to provide the customer with a receipt in a timely manner.

I also don't understand why delay between requesting an invoice and receiving one. Aren't invoices generated automatically electronically? What is the cause for this "delay"?

Good morning, my name is Paolo Langé.
I booked and payed to eDreams 236, 56 Euros on 14 Jan 2018 for a flight from Siviglia to Bologna that had to start from Siviglia on 07 April 2018 hour 10:10 (ref [protected] Ryanair flight 4349).
On 30 Jan 18 Ryanair sent me an email for a change in departure (from 10:10 to 20:45) telling me that "As your flight time change is over 2 hours you may cancel your flight and apply for a refund".
So I cancelled the flight and asked for refund.
On 31 Jan 18 I received an email from Ryanair telling that "the amound refunded to your credit/debit card is EUR 180, 73. If you have not made your booking directly with Ryanair, but through an online travel agency, please contact the travel agent directly to request the refund. We can confirm the refund has been processed back to the original form of payment used by the agency which might not be your credit card.in such a situation your travel agency has to arrange a refund for your account".
So I ask to you the refund.
Please contact me by email at paolo. [protected]@gmail.com as soon as possible.
Thanks, Paolo Langé

Dear sir/madam

Hello
Due workforce strike in France our flight (Vueling-VY 6251) from Rome to Paris on 23 rd May was cancelled. I ordered 2 tickets from your website (Booking reference: [protected]) and I contacted to Vueling in order to get refund. I was told that your company is responsible for refund money. When will you refund money?

Bests Bolormaa

on the 27/05/2018 i have payed for flight ticket which costed £236.63. however, the payment has been taken off my account twice, the payment has been taken off on the 29/05/2018 and on the 30/05/2018. I've been to the bank for a claim and I've been asked to complain to your company for a refund. i will like to complain about this mistake as i want my money back

Hi! Well I was booking some tickets for my sister and her family for a holidays in spain, so I booked one yesterday 28th of may 2018and then the next morning my boyfriend told me that it seems that my booking didnt went throught that they didnt took the money, and ive tried to book another flight with her with skyscanner and it keeps happening the same, and when I called earlier to edreams, 1. They took ages to answer the stupid phone, 2 the person of customer service didnt had a good english and 3 he was totally rude and totally had no patience!

Without a doubt, this is the worst tour operator, that I've ever had to deal with.
I made a booking at 12pm on Sunday 20th May 2018. The flight was due to leave Ibiza at 21:40 on the same night. Payment was taken and an email to confirm booking was received.
When we are at the airport, I checked my email to realise that confirmation was still processing, so decided to phone e Dreams.
They kept me on hold for 25 minutes, only to respond by stating that, as I wished to travel within 48 hours of the booking, this was not allowed.
Why then did then not stop the booking immediately, and why did they take my payment?
FOUR DAYS LATER, the payment has still not returned to the bank account, despite phone calls, where they made the agreement that the money would be returned after 72 hours.

There was suppose to be a refund over a month ago and all I get are excuses. I have called several times and im always asked to confirm my bank info and that i will get my money. First they said 2 weeks then 6 days and the last time they said 10 days. Im going to start looking for attorney, because just like me you have done this to many more people! I deserve to get my hard earned money back

My fault to start with, I admit, but I erroneously booked a ticket and paid for it and when I realized my mistake, I e-mailed eDreams, asking them to change the booking.

I didn't ask for a refund - just a change in ticket - and the ticket was booked 2 and a half months before the actual flight. They responded to my e-mail a month and a half later, telling me that there was nothing they could do.

What bad customer service to a) respond so late, b) make absolutely no attempt to accommodate me. If this was a last minute ticket I would understand that the alternative flight I requested could be fully booked but there was plenty of time for changes.

My experience with eDreams has been a total fail - from the fact that there are no local telephone numbers for my country on their web site to they abysmal response time to the fact that once they have your money, it's bye-bye baby!

I will NEVER, EVER use them again

Customer-Email: [protected]@gmail.com
Booking reference: [protected]
Last name: MYINT
First name: TIN AYE
Email: [protected]@gmail.com

On last April 10, 2018 I've booked a flight with a Booking reference of [protected] and you eDreams reply me that "We regret to inform you that your booking has not been confirmed after submitting your request to Icelandair.

No charges will be collected from Icelandair for this requested booking and any charge debited by eDreams will be refunded."

But till May 19, 2018 we got no response from eDreams customer service at all. I even tried to call Customer service at Singapore Office but they transfer my call to one person to other again and again and they even hang up the phone. You eDreams owe me S$ 1, 274.10 and i want to know how you customer service team can solve this problem for me as soon as possible.

Thanks and Best Regards,
Tin

Tin Aye Myint
Operation Manager
Western Holiday Travels & Tours
29 (2A) Aung Tha Byay Street, Sanchaung, Yangon.
95 (9) [protected], [protected], [protected], [protected]
Email: [protected]@gmail.com

My complaint is similar to others. eDreams charged my account which was declined by my credit card company and then quickly re-charged which was accepted. The next day I was notified that the booking was cancelled by the airlines. Which was interesting since the tickets are still available. I called and was told that a refund was issued and should go through in a couple hours but at least by 72 hours. That didn't happened. the charge still shows "pending" and my credit card co. says they cannot open a fraud charge against them until they either return the money or accept it and I can then show that I received nothing for my $500. Oh--and by the way, the [protected] number that they gave in their supposed responses to the person who filed the complaint is frozen/protected and cannot be called . So that too is bogus and evidence of a fraudulent claim made by them as a defense of being available to resolve the dispute. Which I'm guessing will be what happens with this. I hope you do not participate this time in that process.

My reference no.:[protected]
Hi, I am very disappointed about your company service.I bought the flight ticket from your website, the Guangzhou(China) to IKA(Tehran, Iran)Mahan airlines on 30th March, 2018 and IKA(Tehran, Iran) to Guangzhou (China) 23:30 on 7th April, 2018.
I went to the IKA about 4p.m. on April, 2018 and I cannot find any information about my flight. So I check your website, and the website flight itnernary still show that my flight is 23:30 on 7th April, 2018. So I wait in the airport for few hours until 7p.m., I still can't find the my flight information.And then I called your help centre, your staff told me that my flight was cancelled and re-schedule to 8th April, 2018.I was very shocked to hear that news.Because I don't receive any information about the flight is change until I cannot find the flight and call your staff.So I told your staff I cannot take the flight on 8th because I already bought the train ticket from Guangzhou to HongKong on 8th.I asked them to cancel the flight and refund.Or help us buy the other ticket back to Guangzhou or HongKong.And your staff transfer my phone to different departments, at the end the staff told me that he cannot help me to find the other flight.I am so angry, because I called the your company around a hour.They just transfer me to different departments and said cannot help me.
So I bought the other flight ticket back to HongKong cost me about 1000USD.I called your company help centre again when I back to HongKong on 8th April before the flight is departure.I told your staff that I want to cancel the flight and refund.As usual, your staff transfer my phone to different departments.At the end still no one can help me.
Yesterday, I called your help centre again, said that I want refund.And your staff told me because I didn't take the flight, so I am no show.Can't refund. I am so angry!And I told him, I was booked the flight on 7th April, not 8th. when my flight schedule changers, your company didn't notice me. And I called your help centre on 7th already said that I cannot take the flight on 8th.I needed cancel the flight and refund when I called the help centre again on 8th. I said I want cancel the flight and refund again and again.Still no one can help me.Because of your company mistake cause me can't take the flight and bought the other ticket.How can you said that I was no show, so cannot refund.And then the staff transfer my phone to other department again, finally the department staff hang up my phone.
I am very disappointed about your company service, especially the help centre service.I cannot find any help from your staff.
I want you to refund my ticket and give me some documents to prove that my flight was cancel.

Dear Sir/Madam,
Reference: booking number [protected] via Edreamer - and its failure to booking flight no. VN 652 from Singapore to Ho Chi Minh city, Vietnam.
I am writing to you in connection with the above flight which I was booked on May 2nd 2018.
The booking was supposed to enable air ticket from Vietnam to be issued before our departure. However, when we reached the check-in counter of the Vietnam Airlines at Changi Airport in Singapore, we were informed by the officers of the Vietnam Airlines that the tickets were not issued.
Under such circumstance, I called to Edream office(USA number) through overseas lines(in almost 30 minutes) and after being diverted into many operators, I was informed that the tickets were failed to be issued.
Under international and USA law, I opted to take a last minute rebooking at Changi Airport- Singapore at high rate.
Apparently, I am entitled to the sum of refund of USD 728 and compensation due to above incurred expenses namely:
1/ Overseas call in 30 minutes for roaming charge from Singapore to USA: (Vietnam Dong) VND 30.000/minute (quoted per attachment and the link from the operator Mobifone: http://mobifone.vn/wps/portal/public/dich-vu/quoc-te/quoc-te-list/cvqt-thong-thuong/!ut/p/a1/hY9dT4MwFIZ_TS-7HtgH07squjBGNjeJwI0pWGgjtqwr-PctJjNm8eNcnK88ec95SUEyUig2yIZZqRVrx7lYPG92G99bzfwY4sQDSmM_DIH6h51H1v8BGcl9k9wmDSk6ZgWWqtYkq4ajxVZo1bjcu0KeSHEhtU59JzVL0_RxP_WC-SWwjdMAaHS_jB6ubrxtFPwNrMIzAL8EhdFO0-ry03lOVTldur8Nr7nhZtIbtxbWdtcIELzpUtZa8cmgELx3JwSdNpa1rvZlKysEL7ISeOgRHHtdYcu_GlwJia3kFoFzz3HJND7LYcOwGjHVaCZ_ekPokyXZt_Okey3Kxf6uTuw8_wDFJXc6/dl5/d5/L0lDUmlTUSEhL3dHa0FKRnNBLzRKVXBDQSEhL2Vu/
Vienam Dong (VND) 30.000 x 30 = VND 900.000
Or equivalent (forex USD/VND: 22.740): USD 39.57 (1)
2/ Charge for buying tickets at Vietnam Airlines JSC at Changi Airport terminal 4
(Please see attached the official receipt):
Singapore Dollar SGD 920
Or equivalent(forex USD/SGD: 1.337): USD 688.85 (2)
Total amount of compensation claimed on you: (1) + (2) = USD 728
In case you already wired refund to me USD 492.52, then please offset it with the above claimed amount and wire us the remaining to the same account.
I look forward to receiving the compensation within the next 14 days.

Yours faithfully,
Tran Vu Khanh

I booked a pair of flights from zante to London. I realised when payment for accommodation was being rejected that they charged me the same price twice(180 euro each time), edreams and edreamsEUR were coming up in my bank history. I rang customer service who suggested it was my fault for doing it twice but that the money was on the way back and would take 72 hours. 72+ hours later no sign, and still unable to afford accommodation which the price of which increasing. I rang customer service again (very expensive service) who said that they only took one payment and to go to the bank.Not to mention the service charge for doing something that would be free on easy jet's own page.

Customer-Email: [protected]@gmail.com

Booking reference: mfecta
Last name: Van Dyck
First name: Marianne
Please select your question: request
Service booked: flight
Subject: others
Your question: We do not agree with the amount for our Bru Alc Bru flights on May 7 - June 13. We received an amount of Vueling for the same stretches on the same dates of € 371, 96, you quoted and will deduct from our account an amount of
€ 428.93 We ask you to refund us the difference on our account, with immediate effect. we can provide you with an invoice of Vueling if necessary.
Ganzinga Van Dyck Willem and Marianne
Email: [protected]@gmail.com

I booked three flights on eDreams. Although my surname is correct on my reservation (my reservation number is [protected]) and confirmation letters that I received, there is a letter missing in my ticket. I noticed it when I tried to make a reservation on the airline to carry my pet with me. Regarding this issue, I called customer service many times and although they accepted that it was all their fault they told me that it could not be corrected. I am asking them to correct their mistake or to give me a full refund so that I can buy a new ticket.

On October 25, 2017, my son and I were flying from Arequipa, Peru to Lima, Peru. And then onward from Lima to Mexico City, then to San Francisco. When we scheduled the trip we were only given a 1 hour 47 minute layover in Lima, which was decreased to 1 hour and 17 minutes, when Peruvian Air changed their flight time from 2100 to 2130. Our flight was further delayed causing us to miss our flight from Lima to Mexico City. We were then made to pay out of pocket for our onward flights from Lima to Mexico City, Mexico City to San Francisco. I am asking to be reimbursed $1520.44. This would not have happened had we been given a longer layover. Rules state that there should be at least a 2-3 hour layover between international flights at a minimum. Thank you, Stacy Beilman

eDreams booking ref: VEOWLP
IB3857 on 13th April 2018
I booked with eDreams and flew to Lanzarote with no trouble at all. On the way back, I was stood at the check in desk when they told me that my flight had been cancelled by eDreams. I called eDreams with 45 minutes to spare and they kept putting me on hold so I missed the flight - there were no seats available as mine had been cancelled.
They managed to find us a fight on Saturday 14th with Aer Lingus via Dublin and I agreed to book this.
eDreams firstly told me that I didn't pay for the flights and they were all cancelled, until I said that we had flown in OK. They then said it was only the return that had been cancelled, until I told them that I was receiving updates until 14th December, then they changed their minds.
On they way back to Playa Blanca we were in a near miss car accident. I tried to check in online to Aer Lingus and found they had booked my 6 year old onto the flight as an adult and her booking was invalid. I spent over 2 hours trying to speak to somebody about my booking - they couldn't find the new booking on their system. At 1am on 14th April they finally admitted they had made a mistake but they couldn't get hold of Aer Lingus to resolve the problem and said everything would be ok.
I heard nothing else, so had to call the airline on the way to the airport. They sorted it out fine, we checked in and got on the flight. I returned to Heathrow but my luggage hasn't.
I have had a terrible few days and my holiday has been ruined. I have extra exenses that eDreams are not willing to pay. They don't reply to emails or answer the phone.

If I could give negative stars I would. We booked a flight back in november last year from tokyo to slc with a 3 hour layover in lax. We get to la to find that we have express passes because our flight is moved up (they don't tell us the new time). But we have to get our luggage and get through customs before we can re check our bags again. It takes 25 minutes to do so and we're told at the bag check that the flight has left. It was scheduled to leave 20 minutes after our last flight had landed! We talk to information and they tell us the flight time was changed months earlier. Edreams never notified us of the change so we could make other arrangements and gave us an impossible layover. The airline (alaska) was very nice and made arrangements for us but the soonest we can leave is in 14 hours and we go to portland before slc. They gave us premium seats but it's not even their fault this happened. It is edreams fault and we have called them and they are doing absolutely nothing - not even an apology and have taken our money and have hung us out to dry! We will never use them again and will notify everyone to never use them. Screw this scummy company!

From:
Russell and Barbara Coburn. Australia
We made a booking by teelphone to eDreams on 1 April 2018. The booking/s were fro a flight on 17 June 2018 from Palermo to Athens via Rome. Departing on 1335 from Palermo arrive Athens 1835pm.
The booking reference number is [protected].

We contacted eDreams on 8 and 9 April, to request a change of flight dates from 17 June to 15 June 2018.
We had paid the eDreams Premium Service fee for these flights as we were advised by the representative that we could change or cancel the booking/s as stated on our confirmed email "changes and cancellations free of charge and as many times as the fare allows (excluding providers fees according to fare conditions)"

No explanation was given by the representative as to the condition of the airline, Alitalia. We accepted the representatives advice and paid the Premium charge, as coming from Australia we could have schedule problems.

We contacted Alitalia and they advised us there were no problems with the change of dates as it would be the same flight no.

On all occasions ringing eDreams we were told we could not change the date of departure because of the airline. Alitalia advised us that there is no problem. We were never advised of any airline condition of Alitalia that the change could not be made.
We would not have taken the Premium Service charge or made the booking if were were advised correctly. There would be no sense to doing this in case we needed to make a change.

We find that the advice given was not correct or not given at all by the representative who was extremely helpful with these bookings.

We were recommended to use eDreams when in Europe but find what has happened to not be so, as it has caused a problem which we would not have had if the conditions were properly spellt out or explained by the representative as he would have been aware of the Airlines conditions, if any.

We would appreciate if this matter could be resolved sensibly and quickly as we need to arrange flights. Alitalia has assured us there are available seats and there would be no problem if contacted by eDreams.

Your quick reply would be appreciated

Yours Sincerely

R and B Coburn