eDreams review: Fraudulent claims and withholding of money 112

i just had to cancel my credit card so i do not fall in this scam, i purchased ticket for my wife from Vienna to Brisbane and one hour after i did not receive anything, so i come across this forum and on my luck money has not been taken yet from my credit card so i had to call bank and cancel my credit card before thy take any money.

I was also taken for a ride by eDreams. I bought a return flight through eDreams to Amsterdam from London, and when I got the reservation email from Easyjet the times are all 1 hour earlier. They do not give refunds through the customer service phone number, you have to start a complaint through their web-site. I got a reply from them saying they would give me a refund, and a few days later, some money came through, but it was around £45 short. When I queried this I got a very short reply - "We do not refund eDreams fee back." This is clearly illegal, but what can I do from the UK dealing with a company in Spain?

Hi guys,

As seen previously I too had complaints about edreams I had booked a holiday and there was double charging involved. I emailed my queries to edreams and rang them during office hours, I have to say the staff were polite and did put my mind at ease, the money was refunded within days.

Upon reading the complaints here I had added worries that there were even flights booked on my behalf. I just returned from my holiday on Monday and everything went smoothly I was very pleased with the service I received from edreams.

Perhaps I have been lucky or perhaps our complaints on here are having an impact on edreams' customer service?
Either way I do sympathise with anyone who feels scammed and I hope your complaints are dealt with to your satisfaction.

I'd like to stress I have no affliation with edreams and you can see on this forum I had a genuine complaint previously.

Best wishes

Pamela

In some ways its great to know I'm not alone. I used edreams recently to book a flight from Dublin to Copenhagen on SAS airlines. Got my email confirmation from edreams, turned up to the airport, checked in but when I got to the gate the lady said I needed a coupon from edreams and that the ticket was invalid.

SAS told me edreams had not completed the process correctly. The up shot of it was that SAS would not let me get on the plane. I was totally gutted. SAS said I could buy a ticket from them at the gate but the price was so much more by that time. I couldnt afford it so called off my holiday. I work hard and dont have much money. I'm a grown man but I started crying in front of the SAS staff. Embarrassing.

thank goodness i did a check on this dodgy outfit before pressing buy! their slick website has a reliable type feel but the alarm bells rang when asked to input passport details to register - what a hideous bunch of crooks - i feel so sorry for all the good people who have been sucked into this appalling scam. nico and any employess reading this ! how can u look in the mirror in the morning? you sad sad people

Hello @enightmares:

My apologizes for the different problems you had. In order to check the status of your purchase, could you send me to "contact@edreams.com" the email you used to try the booking on eDreams? We will contact you with further info about it.

I would also appreciate if you can provide me with the eDreams email adress that gives you the inactive error to try to find the mistake and solve it.

Thanks

I have to agree with all of the above complaints. I have foolishly tried to book a flight home for christmas through edreams and had my internet timeout during processing without any confirmation or email.

I have tried to email edreams customer service, but immediately the mail bounced back from the inactive email address. I am now waiting for their phone lines to open to ensure no payment has been processed multiple times.

I also urge anybody and everybody to stay away from this outfit. A sketchy website and booking procedure, invalid contact information, and a handful of sales reps frequenting complaints boards to try and ease the bad press.

Stay away at all costs

Hello Jorge,

Thank you for your reply I have since received emails from edreams explaining the charges.

However I do feel the company should warn people about the double charge before booking or perhaps outline the reasons behind it as naturally the public will be suspicious of a company that has hidden charges and is difficult to contact

It will be between one or two weeks before the money is returned and that's not good enough. I'm hoping the money will indeed be returned within the time stated as it's unnecessary stress before christmas and would make me think again before booking with edreams.

Yours sincerely

Pamela Angley.

To: @ vasko and @Pamelaangley

Hello, this is Jorge, from eDreams.

First of all, I want to apologize about all the different problems you had during the reservation process.

If you send me an email to contact@edreams.com with your booking details (locator/ reservation number) I will pass them to our customer service team to check the status of your flights / refunds

And they will contact you as soon as possible with updated info.

Jorge

Hi @ vasko

I just booked flights today with edreams, wish I had read this forum first. Got charged double the amount due but the invoice is only showing the one agreed amount. The first booking failed as the flights were gone halfway through but no card details were given at this stage so they can't claim the flights were booked.

I'll let you know how I get on but I'm doing a law degree and they'll be messing with the wrong person if I don't get that money returned to the card!

Pamela

Unfortunately I became a part of the Edream scam. I tried booking a flight via their website and the booking failed. But guess what, they still charged me 1200 pounds! I tried contacting them and I all got was a rude reply and they hanged up on me. I have the conversation recorded and I am exploring ways of taking legal action against them. Unlike most of the people who threaten to sue them, I can actually do it. At the moment I am waiting to see if the money will be refunded in the next 5 days (already been a week) and in the meanwhile I am researching the company. Please leave a message on this forum if you would like to join me for a class action lawsuit against them.

So glad I checked here 1st

I was going through the search and booking process on e dreams and became bit uncomfortable with the fact they asked for my passport number when registering my details. I fly a lot and have never had to submit this information before.

I just had a hunch, suspended the booking and enetered 'e dreams scam' in the search box and here I am!

Now off to the Thomas Cook website to book direct. It is their flight anyway and cost just £2.85 more.

Grateful thanks to all who have commented and I am so sorry you all had such bad experiences.

Nico; bless you. Go and find yourself a better employer.

@Pmnon: Don't worry, if the card were really refused there is no way to deduct your money. For sure, they will ask you to use another payment method in order to get the money and confirm the booking

Oh no! I just booked using my Visa Debit and they sent me booking confirmation and later followed up with an e-mail telling me my card was refused. I hope it doesn't mean they have deducted the money and I have to run behind them to get it back. ARGH.

HELLO.. i just booked a ticket from Lisbon to Cap vert and cost 694.27 euros, the money was withdrawn from my account, but did not give me a confirmation of my trip claiming that my credit card was refused.

how can I recover my money, or at least the ticket.
sanogueira304@hotmail.com

I just booked a ticket from Casablanca to Madrid and they sent me a mail saying that there was "some problems" with my transcation so they could not provide ticket details. BUT MY CARD HAS BEEN CHARGED. Does anyone know who I can talk to?
Suma

dear all.
I also booked 2 tickets with Edreams for indirect flights. FIRSTLY they didn't accept my Visa debit card payments and advised to pay via bank transfer. I made reservation on Sunday and early Monday morning came to the bank and the people there were surprised why company Edreams using such an awkward payment method. Any way, each transaction cost me 20 pounds. I managed to pay for 2 tickets in 1 transaction trying to avoid additional cost. on tuesday I made payment and Edreams confirmed me that they received money. BUT!
They said that my 2 tickets don't cost the price that I paid. They urgently demanded extra 49 euros, saying that my tickets THAT I RESERVED cost now fifferently.
I spoke to them on Tue before making payments but nobody told me that cost of tickets had increased. I'm laughing! My tickets insured, hope it will work!
Please could someone share experience what legal action that you taken to withold licences from Edreams? Is anybody compaining?
DON'T EVER USE THEM.
Hope to hear from you soon,
many thanks

OMG..
i just purchased a ticket and have requested a cancellation...i wonder if i will get my money back!
saurav_palit@hotmail.com

Another similar story I'm afraid. I booked a flight, transfered the money, heard nothing from edreams despite the transfer having gone through.

I called them up only to be told that the flight had been full for several days, when I asked why I had not been informed there was no response.

I requested a refund of the money I had paid and after several emails and calls from my side I still had received no refund. I then threated to take the complaint further, and a day later received an email saying that the transfer had been made.

6 weeks later and yes... you guessed it I'm still waiting for this mysterous transfer that my bank has not had any sight of.

I'd advise everyone to stay away from this company.

Same story I m afraid, booked a ticket today for me, my husband and our newborn daughter to go see my family for christmas 1225 euros, paid by mastercard after THEY told me I couldnt pay by bank transfer...
I deposited money onto my creditcard and booked, received confirmation number and after that an email saying I should pay by bank transfer !? I phoned them in spain, from south africa, I ve spend a half day on hold during several calls with them. They are unfriendly to say at the least, barely speak english and told me that I could only pay by bank transfer... I told them I had already booked with my mastercard. They said they would cancel the tickets free of charge, so I said ok do that please so I can book elsewhere WITH creditcard.
When I tried to book elsewhere my payment got declined because apparently edreams had already charged the creditcard WHILE they said payment by creditcard wasnt possible for an amount over 1000 euros !
I cant book anywhere else now as I dont have the funds to pay twice and edreams accounts dpt is ofcourse closed till monday ! All I wanted was to go show my parents our newborn daughter over christmas and they simply took that from me... Their service is HORRIBLE and they treat you like you are a liar even when I sent them a copy of my bank charges that proof that they charged my creditcard BUT YET I HAVE NO TICKETS since they were cancelled. I was in tears ... not much I can do now except contact them on monday and hope to get either tickets or money back.

@silverdrmz : I am Nico Bour from eDreams. Can you please send me to nico@edreams.com your booking details so I can check what's going on with the refund ?

thanks.

best regards.
Nico Bour

EDREAMS TOOK MY MONEY!

So, I bought two tickets from eDreams to go to Milan from France. Unforunately, I had missed my flight and spoke with AirFrance (which was the airline I was flying with) that the agency (Edreams) should refund atleast the tax amount if I do not fly with them. Airfrance was unable to change my ticket.

I understand that I am not to get the full refund..but I am entitled to get back what I paid in taxes...

So I called Edreams, got disconnected several times and passed along to many customer services operators that did not explain correctly what was going.

When I finally spoke to someone about it, it was still confusing. Apparently I will get a refund, but would have to be charged to get my refund? I do not understand this and I am unsure of how much money I will be getting back. At first the operator said 16 euro, then I implied that I was suppose to get 200 back, then she agreed and asked if I accepted?

Now there is another transaction to my credit card from edreams..

I know that it is my right as a customer to receive any refund entitled to me. Is there another way to make a complaint about this company or another site that can cause this company some damage or maybe shut it down?

I am very upset and this is not legit business from the complaints I am reading.. I wish I read the complaints before I decided to buy with them.

No other online company has given me this much trouble for canceling a flight...

Hello @Ahmed,

i am Nico Bour from eDreams. Can you please tell me which is your confirmation number? This would help us.

Regarding your comment, I would like to inform you that we asked you to send us by fax a copy your passport and credit card as a security mesure in order to protect customers from frauds.

I apologize any inconvenience it may cause.

If you have any other questions, do not hesitate to contact me.

Best regards,

Nico Bour

I am having another bad experience with eDreams. After doing my booking I received a confirmation of reservation but no e-ticket was sent. Next day I started enquiries and I was advised to send a copy of my passport and a copy of my credit card so as to do more checks. I am not aware of any respectable company who would ask for such serious information to be faxed or emailed. To me This looks more like skam.
I am upset why such organisation should exist and urge every who has a problem with eDream not to give up and rather to pursue their issues with eDream until either they correct their policies or close down.

How is it that that the " New Media Marketing Manager" at eDreams has so much time to spear that he can sit and answere complains at random internet sites?

Hello @Notfair:

My name is Nico Bour and I am the New Media Marketing Manager at eDreams. First of all, I want to apologize about all of the different problems you had during the whole process. If I can help you sending me your reservation number, I will contact directly our costumer team to check how is your refund going.

If you have any questions, please do not hesitate to contact me. Kindest regards, Nico Bour.
email: nico@edreams.com

Hello @Dan:
As I said to @Notfair I want to apologize about your two stop flight. The problem is that sometimes the airlines companies don't include in the amadeus system (international system used by nearly all travel agencies) the technical stops and that's why when you were searching for this flight it didn't appear. I am sorry but in this case all the travel agencies are in the same situation. If I can help you, please do not hesitate to contact me. Kindest regards, Nico Bour

We've just had a similar customer service brush-off. Booked a one stop flight from Australia to UK which after taking our money has turned into a two stop flight. Every stage of booking process showed just one stop which was required for our nervous pensioner parents, instead they now have to endure another take-off and landing.

For what is a very stressful situation where we offered to upgrade/buy another ticket their customer response was one liner "no changes possible". A computer could have generated it.

edreams response is that they don't have to advertise 'technical stops' so I guess in collusion with the airlines they can put in as many stops as they like and miss-sell products. I feel a fool for not checking ABTA/ATOL like accreditation (in UK case) and in future will avoid international internet flight shops such as edreams as everyone else should do.