[Resolved] eDreams — booking cancelled
We booked flights with eDreams to goto Ibiza for my 40th birthday. All flights were confirmed with the airline and charged to my husbands card. A few days later he checks his credit card statement and the money's refunded. He rang eDreams to ask why and they said they'd sent an email asking why we ticked special assistance required but it had gone to his junk mail so he didn't reply until two days later, they require a reply immediately or they cancel your flights - how on earth is that in anyway fair?! My husband told them they should always contact the customer to tell them the flight is cancelled as he received nothing to notify him of this, had he not checked his credit card we would never have known it was cancelled, showed up to the airport to find all my mates going to my birthday and us having to stay behind! Needless to say we are livid and offered no alternative.
Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.
eDreams_en.'s Response, Jan 16, 2015
I'm sorry to hear that you haven't had a satisfying experience. Did you really received our email about your request for special assistance? Usually, these kind of reservations remain pending until the airline receives the right information from the customer, who has first to provide the broker (us) this information.
In any case, we regret all the inconveniences you have gone through. I'd like to check carefully how everything was processed to know if there was any improvable step on it. Could you let us know your booking reference and email address so we can retrieve your case? You can send it by replying to this message of to our private?
We'll contact you shortly!
Thanks in advance,
Frank - eDreams Customer Care Team
eDreams_en.'s Response, Jul 16, 2015
Dear Bruno Jean,
We are very sorry to hear of your unpleasant experience. Our bank records show you were correctly charged in EUR currency. We wonder if your financial entity could convert the charge in USD currency at time of reception?
We will contact you shortly via e-mail and provide a screen capture of the payment transaction, so that you can contact your bank in order to investigate this issue further.
eDreams - Customer Care team.
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