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4.3 8804 Reviews

eDreams Complaints Summary

406 Resolved
1422 Unresolved
Our verdict: When using services from eDreams with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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10:19 am EDT
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eDreams refund not received

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

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3:24 am EDT
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eDreams card is credited without booking confirmation

Our card was credited even if the site showed that there was a problem with our booking. No booking confirmation was sent. I tried to rebook it since your site advised me that the booking was unsuccessful. However, our bank called us and informed us of the transaction.

It's a flight on Sept 28 for Ron Hose. Cebu Pacific, 6:20 pm - 10:20 pm. SIN - MNL

Can I know if the booking is successful or not?

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11:55 am EDT
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eDreams flight charge

Hi i just booked a flight to liverpool on the 30th of november flights came to 23euro and mtmy card was charged 27euro i would like to know why as this never happened before and would like a refund of cancellation im not happy with this the flight is from dublin airport at 20.50 pm on the 30th of November 2017 my contact number is [protected] names on flight are
Avril hannon ADULT
paige hannon CHILD

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10:32 am EDT
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eDreams flight cancellation

Today (22.09.2017) I have booked flight via e-dreams and had to cancel it within 10-15 minutes after booking. I was put on hold for 20 minutes (calling from abroad costs a bit) and when finally cancellation was confirmed (after speaking to 2 people and long hold on line) I was told that there is 15 EUR charge which is not refundable.
Who will cover call expenses? and what is that 15 EUR charge for?

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1:29 am EDT
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eDreams cancellation refund

On 5th September I booked to travel to London from Athens. Within 15 minutes of making the booking I requested a cancellation as travel plans had been changed. After almost an hour on the telephone with edreams customer service I received a confirmation for refund request. It stated this would be processed within 15 days. I also received email from Ryan Air advising me to check in on line for the flight that was cancelled ! I emailed Ryan Air advising them that booking had been cancelled. They are quick to take your money but 2 weeks later I'm still waiting on my refund!

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6:31 am EDT
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eDreams booking reference 2lzorj

In Jan 2017, we made an online booking, with card details, but the next day I got an email saying the card got refused and to call edreams, which i did was told that payment did not go through and edreams took payment second time.

When i got credit card statement, i realiaze that i got charged twice. Once by TravelUp Corporation and another by Edreams.

I went through charge back procedures with my bank . Our bank contacted Travel up with the chargeback and Travel up has provided documentation saying they are entitiled to the amount.

Two different company ( E dreams & Travel Up ) have taken payment from us for the same booking,

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Update by veenak
Sep 18, 2017 6:46 am EDT

I have also contacted travel up corp uk and they say that they took payment for it as they are entitiled to it. My problem now is that edreams & travel corp has taken payment for the same booking. Cant understand how for one same booking two companies have taken money from us.

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12:39 am EDT
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eDreams flight ticket

I have booked a return flight ticket with this company from BKK-KMG, KMG-BKK. They have charged 2.67 Pound as their service charge from credit card instantly. But it's been 30 hours I haven't got any confirmation mail or E-Ticket for my flight and they also didn't charge me for the flights yet. I sent them several emails. But the customer service is so terrible that they don't bother to reply or solve this problem. This is the worst travel agency I have met so far. In this moment I am confused about my flight confirmation. I don't know whether I should stick with this ticket or I should book a new ticket. They keep me in dark totally without any reply that I asked. They are also not refunding the service charge they deducted from my credit card.

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8:56 pm EDT
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eDreams intana insurance

Intana Claim reference - REF: EAH40994
E dreams Claim reference [protected]

Dear e dreams
I bought a ticket with Turkish airline with your company on
Departure date: 05-06-2017
Return date: 17-06-2017
I also bought the insurance recommended from your self.
Travel Insurance
Policy number: [protected]

On my return my baggage was ripped open and most of my items were missing .
I have filed a claim since than and provided
all the original documents to Intana insurance
A representative called Louise Andrews has been dealing with my claim.
i have provided everything she asked for
PIR
Tickets
Confirmation email from the airline
Original receipts
bank statements

still she keep asking for the same information which i keep sending her over
She replies 2 weeks after, and her last reply was 3 weeks ago,
I have asked her to state in writing if she is refusing my claim and to return me the original receipts so i can take this case to court, but again no reply
II fell the need to write you as you refer this insurance to costumers and i was hoping you can get her to reply back or return me what i am asking for

Looking forward to your reply

Many thanks

Fidan Berisha
[protected]@gmail.com
[protected]

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12:33 pm EDT
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eDreams not received refund after airline charged my account

I have made a purchase of ticket during which airline charged my account. Edreams did not confirmed the booking at the moment as the airline cancelled the charge. However, the money has gone from my account and did not come back. Edreams customer service told that they will refund me the money. But this never happened. My booking number is [protected]. I called Edreams plenty of times and this is emberassing that they make me wait so many time that I paid alteady huge amounts for the international calls. Who is going to refund that money as well? Please resolve this issue otherwise I am going to hire a lawyer.

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11:44 pm EDT
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eDreams paid for flight / booking cancelled by edreams but not refunded money

Hi, I just made a booking through your site but shortly after received the following email;

Cancelled booking

Unfortunately, we cannot complete your booking request.

Please try to make this booking again.
Ref: [protected] - [protected]@yahoo.co.uk

That's it, no clear instructions on how to proceed and it's taken me a few hours to get to this point in your Customer Services.

I wouldn't be concerned but you have already taken payment so I can no longer use this money to book another flight I am stuck waiting.

Please get in touch ASAP I need to book this flight today.

Thanks, Richard Hutson
+[protected]
[protected]@yahoo.co.uk

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6:08 pm EDT
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eDreams edreams: flight cancellation insurance : [protected]

Lagos sept.14th 2017
Dear Complaints Board, the answer that eDreams gave you on Sept. 13th is a big fake. They never contacted me and never gave me an answer. I was asking for the "confirmation of travel cancellation" and not for the invoices for flight expenses that I received directly by TAP. I've paid them for the flight cancellation insurance and their support is ZERO. The links they are giving do not solve my problem.

Hereundere is my first complaint and the fake answer that eDreams addressed you.

FIRST COMPLAINT BY MARCO MONTICELLI
With the email addressed to Customer Service eDreams dated June 27th I have asked to cancel the flights concerning the following reservations due to my serious health problems:
1- 27/6/17 LIS/CNF TAP RWK7PH
2- 22/7/17 CNF/LIS TAP RWJRUO
I've paid to eDreams the insurance with Europe Assistance for flight cancellation and, in order to be refunded, they are asking me the " confirmation of the travel cancellation issued by the service provider (eDreams)".
I've tried several time to contact Customer Service eDreams by phone (no possibility to speak with an operator) and by mail always receiving a computer answer assuring that the concerned office will answer as soon as possible. More than one month is passed by and I have never received an answer.
Kind regards,
Marco Monticelli

FAKE ANSWER OF eDREAMS
eDreams Customer Care's Response, Sep 13, 2017
Hi Marco.

You can request an invoice here: https://www.edreams.com/customer-service/ by clicking on Get my invoice and afterwards More information. I can see you have also been in contact with our team members who have hopefully resolved the matter. If you have outstanding concerns feel free to send us them via this link:

https://tinyurl.com/ka77d8u

James – Customer Care

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6:51 am EDT
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eDreams Bad service

Used them for booking tickets. Had no time at all, so ordered and ran away. Didn't know they would send a confirmation link. I thought that all I had to do is to pay for the tickets, what I've done. So I didn't confirm because I didn't know and they simply cancelled my tickets and then refunded me. Thank for the money, but how about asking me before doing something with my stuff, huh? I think it wouldn't be a big deal to them to call and ask questions, there may be different situations why people don't confirm their orders, especially when they have no idea about it.

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12:55 pm EDT
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eDreams refund insurance or flight change insurance in edreams is a complete fraud (pay 50 euro refund charge to them and they will refund you 43 euro)

Never ever Buy a ticket from Edreams, They are fraud.
I dreams - I told this to whole my University that never buy a ticket from you. I study in a medical university with more than 2 thousand international students.

3 Sept I bought a ticket from edreams.
I bought Flight cancellation insurance along with this ticket.
7th sept I want to Change the dates because of Visa Delay.
We were 7 people traveling to Brussels from Lviv. 1 MISTAKENLY baught a ticket from Edreams. My friend bought the same airline ticket from KLM online at lesser price.

eDREAMS REFUSED TO CHANGE THE TICKETS SAYING THAT THIS TICKET IS NOT CHANGEABLE.

Which they never mentioned in while i was buying tickets. They offered me Flight Cancellation Insurance if i can not travel. I bought this insurance.

When i called the customer care, they said we sent you email that this ticket is not changeable. (Means when i already bought this ticket, then only i will know that this is not changeable.)

Flight Cancellation Insurance

If you need to cancel your flight because of some reason they will never refund you. their Policy is that They will charge you 7 euro, if you try to Refund. They will Refund you 43.37 Euro. Only if you are resident of EEA (European Economic Area). Edreams will charge you 50 euro for the refund. Thus You will not get anything but end up with paying 7 euro Getting 0 euro as Refund.

I tried to contact my airline for dates changes. Airline Replied me that Only the Edreams can make changes in your Flight Dates we can not.

When i tried airline for refund
Airline told only Edreams can refund you.
Edreams refused to refund me Anything. ( pay 50 euro to them and they will refund 43 euro)
While for the same ticket which my friend bought directly from KLM it was refunded after 2 working days.

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Update by Razaali
Dec 08, 2017 6:05 am EST

Edreams never contacted me. however, i contacted them on calls where they start talking about insurance terms and conditions, again and again, the same thing as I described above.

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1:17 pm EDT
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eDreams unresolved luggage error. booking reference

I booked a flight from Chile to Madrid with edreams and then two connecting flights, Madrid to Mallorca, Mallorca to Valencia.

The flight from Chile was fine but when I checked in for my connecting flights all of my luggage allowance had been removed.

So, after a 13 hour flight I couldn't take my suitcase. So we took a train which cost 121.90 Euros so I could take my luggage. My husband's allowance was unexpected, just mine had been messed up.

I wrote a complaint 19th August and it was only acknowledged today, three weeks later and the email I received basically said it isn't edreams fault, when it clearly is and asking if u actually had any proof! Outraged.

I said I'm my complaint I had all the proof and documents to prove this is not my error and they just referred me to their customer service area on the website so back to square one.

I am so disgusted by how I have been treated and will be taking further action if this is not rectified in a reasonable amount of time and I will be sure to leave my reviews all over the internet for other potential customers.

I want this sorted. I never said I wanted money for the flight, I just wanted my train tickets covered as I am the one out of pocket for someone's incompetence. So fed up of this company and it's excuses and don't tell me to telephone the customer service department again as I don't appreciate being on hold for twenty minutes at a time and speaking to five different agents.
This is a simple issue to resolve. You are making it difficult and I am happy to take further action if required.

My reference is 6TBFR
Email [protected]@hotmail.co.uk
Telephone: 0034 [protected]

Michelle Stevens

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3:15 am EDT
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eDreams unethical behavior-cheating

Orders no. [protected], [protected] BUSINESS tickets from Tel Aviv to Budapest with stop at Bucharest and received business ticket until Bucharest.
After Bucharest eDream decided to give tourist class.
Have paid close to 2000 $ for the tickets.
Folowing my complaint, Edream answer was that I oredered tourist class from Bucharest-which is absolutely untrue.
They also advised me to contact them by phone in order to discuss the issue.
This means more money spent on this very expensive order.

9/7/2017
Anat Fried

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6:48 pm EDT
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eDreams refund

I booked a flight from Gatwick to Lagos to depart on 11 August 2017.However, the flight was cancelled and rescheduled for 12th of August. However, when I called the customer service they advised me that the flight was not cancelled . I horridly rushed to Gatwick airport only to be told that the flight was cancelled. I called the customer service that evening to cancel my flight as my flight arrangement has been affected and to ask for a refund. Since then, I have been on the phone to the customer service every other day each time spending well over 35 minutes
and all to no avail. After all the delay on the phone, they'll get back to me that Hann air have not responded to their email. This is getting so frustrating and I need an urgent action. My
eDreams reference number: [protected] .Looking forward to your response soonest

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12:08 pm EDT
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eDreams customer service

Reference num: [protected]

I booked a flight a couple month ago for my summer vacations, when I booked the flight I also paid for extra luggages. When arrived at the airport, the airline wouldn't accept my luggage, so I had to pay, for the second time luggages fees. No big deal: I contacted Expedia to initiate the refund process (August 8th). Within the same day, my request was approved and I received an email explaining that it could take up to 15 days before seeing the refund appearing on my credit card statement.

I checked regularly my credit card statement and after 3 weeks without any refund, I followed up with Customer Service.

Customer service told me that the refund was made. So I asked for them to run a report, because clearly I never received any amount from them within the past month. Customer service said that they would contact me the next day with a solution.

3 days later (today, September 1st), I still didn't receive any news or follow up. So I called:
1) The first person I talked to kept repeating, "In my system it said that the refund was made". I kept asking him to try to work with him, as I understand that it was mentioned that the transfer was made, but that I never received anything. But he kept repeating that he couldn't do anything and he kept talking over me. So I yelled.
2) I was transfer to his manager and I repeated my story. I asked for his help. Again, he kept saying that the system already refunded me, so they was nothing to do. So again, I had to yell to ask him to stop repeating that I got refund, when I obviously wasn't! So I ask him what would be the next step to make me happy as a customer.
3) He transferred me to the head office. I talk with Duygu Canas. She was very empathic and willing to look further to find the bug in the system. My understanding is that it was a bug in the finance department. I'm supposed to have news next week.

It is unacceptable that I had to yell twice to finally talk with someone competent enough to try to understand the problem and find a solution. I spent almost 2 hours following up in emails and phone calls to solve a simple problem. I'm not happy at all with Expedia customer service.

I would like to have a commercial gesture to repair the frustration and payback the time I spent on this matter. A refund of my plane ticket would be a good start. I think that I deserve something for what I have been through.

I’m looking forward to receive a prompt answer from Expedia.

Thanks,
Gaëlle Boulais-Dupas
[protected]

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6:17 pm EDT
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eDreams provision taken but not booking of the flight

Hello, I tried to book a return flight from Vienna to Rotterdam from 24. October till 30. October on 1.09. 2017. at 00:55h with visa on name Vesna Topalovic and becouse of lack of money only the provision for paying with visa was taken out of this account. I would like to reserve this flight and not to pay the provision twice, when the right amount of money is placed on the account. I am looking foward from hearing from you and i hope you will be eable to help me
Jelena Topalovic

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10:12 am EDT
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eDreams Flight confirmed number [protected]

My name is SALVADOR ESQUIUS
I bought a flight for tomorrow, from Accra to Casablanca, AT514, at 05:30, and from Casablanca to Barcelona, AT960, at 15:10.
I am in Accra, and I want to print my boarding pass, but Royal Air Maroc says that it is not possible and that I have to put in contact with you.
The Royal Air Maroc code is QVQSE3, and it was confirmed.
My reservation was confirmed.
Your reference number is: [protected].
My flights are tomorrow early morning.
Can you send them to my email?
[protected]@yahoo.com

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9:50 pm EDT
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eDreams cancellation of booking

Hello!

I have been trying to cancel my flight booking (edreams reference [protected]) with Tway airlines from Seoul to Tokyo the 26th of September. I have contacted both eDreams and Tway airlines which operates the flight. eDreams claims that I should contact Tway airlines and Tway airlines claim that I should contact eDreams. Could you please help me with this?

Eirini Galanou

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eDreams Customer Reviews Overview

eDreams is a popular online travel agency that offers a wide range of travel services including flights, hotels, car rentals, and vacation packages. Our reviews show that eDreams is highly rated for its user-friendly website, competitive prices, and excellent customer service.

Many customers appreciate the easy-to-use interface of the eDreams website, which allows them to quickly search and book flights, hotels, and other travel services. The website is also available in multiple languages, making it accessible to a global audience.

eDreams is known for offering some of the best prices on flights and other travel services. Customers appreciate the company's price comparison tool, which allows them to compare prices across multiple airlines and travel providers. Many customers have reported saving significant amounts of money by booking through eDreams.

Another major selling point of eDreams is its customer service. The company has a dedicated customer support team that is available 24/7 to assist customers with any questions or issues they may have. Customers have praised eDreams for its prompt and helpful customer service, which has helped to resolve any issues quickly and efficiently.

Overall, our reviews show that eDreams is a reliable and trustworthy travel agency that offers competitive prices and excellent customer service. Whether you're looking to book a flight, hotel, or vacation package, eDreams is a great choice for all your travel needs.

eDreams In-depth Review

Website Design and User Experience: The website design of eDreams is clean and user-friendly, making it easy to navigate and find the necessary information. The layout is intuitive, with clear menus and search functions, ensuring a smooth user experience.

Booking Process and Ease of Use: The booking process on eDreams is straightforward and hassle-free. The website provides step-by-step instructions, allowing users to easily select their travel dates, destinations, and preferences. The search results are displayed in a clear and organized manner, making it simple to compare and choose the best options.

Flight Options and Availability: eDreams offers a wide range of flight options, including both domestic and international routes. The website provides comprehensive search results, displaying various airlines and flight times. Users can easily filter and sort the results based on their preferences, ensuring they find the most suitable flights.

Pricing and Competitive Offers: eDreams offers competitive prices and frequently provides special offers and discounts. The website compares prices from different airlines and displays the best deals prominently. Users can also set price alerts to be notified of any price drops, helping them save money on their bookings.

Customer Service and Support: eDreams provides reliable customer service and support. They offer multiple channels for assistance, including phone, email, and live chat. The customer service team is responsive and knowledgeable, addressing any queries or concerns promptly.

Trustworthiness and Security: eDreams is a trusted and secure platform for booking flights. The website uses industry-standard encryption to protect users' personal and payment information. Additionally, eDreams is a reputable company with a strong track record in the travel industry.

Additional Services and Features: In addition to flight bookings, eDreams offers various additional services and features. These include hotel bookings, car rentals, travel insurance, and airport transfers. Users can conveniently book all their travel needs in one place, saving time and effort.

Mobile App Experience: eDreams provides a mobile app that offers a seamless booking experience on the go. The app is well-designed and user-friendly, allowing users to easily search and book flights, manage their bookings, and access travel information from their mobile devices.

Loyalty Program and Rewards: eDreams offers a loyalty program called "eDreams Prime" that provides exclusive benefits and rewards to its members. These include discounts on flights and hotels, priority customer service, and access to special promotions. The loyalty program is a great way for frequent travelers to save money and enjoy additional perks.

Overall Customer Satisfaction and Reviews: Overall, eDreams has received positive reviews from customers. Users appreciate the user-friendly website, competitive prices, and reliable customer service. The platform's wide range of flight options and additional services also contribute to high customer satisfaction.

How to file a complaint about eDreams?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account. If you do not have an account, please register by providing the necessary details to create one.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with eDreams. Make it specific and clear, such as "eDreams Refund Not Processed" or "Overcharged by eDreams for Flight Booking".

4. Detailing the experience: In the complaint description, provide a detailed account of your experience with eDreams. Mention the service you used, such as flight booking, hotel reservation, or car rental. Describe the nature of the problem, including dates, locations, and any specific details of the transaction. If you attempted to resolve the issue with eDreams, include the steps you took and the company's response. Clearly articulate how the issue has personally affected you, such as financial loss, stress, or disruption of travel plans.

5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as receipts, confirmation emails, or correspondence with eDreams. Be cautious not to include sensitive personal information that could compromise your privacy.

6. Filing optional fields: Use the 'Claimed Loss' field to quantify any financial losses you have incurred due to the issue with eDreams. In the 'Desired Outcome' field, specify what resolution you are seeking, whether it is a refund, compensation, or another form of resolution.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that all the information provided is correct and that your desired outcome is reasonable and clearly stated.

8. Submission process: After reviewing your complaint, click the 'Submit' button to officially file your complaint on ComplaintsBoard.com.

9. Post-Submission Actions: After submitting your complaint, regularly check your account on ComplaintsBoard.com for any responses or updates. Engage with any follow-up questions or requests for additional information to help resolve your complaint.

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Contact eDreams customer service

Phone numbers

1800 200 6296 +1 (844) 539-6719 More phone numbers

Website

www.edreams.com

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At ComplaintsBoard, we believe in the power of true customer stories. Our platform is a space for authentic voices, where experiences, both good and bad, are shared openly and honestly.

Dedicated to Authenticity

ComplaintsBoard is vigilant in our fight against false reviews. Our team employs robust verification methods to ensure every review reflects a real customer experience, upholding the integrity of our platform.

Encouraging Detailed Feedback

ComplaintsBoard values reviews that come with real evidence. Whether it's a photo, a detailed account, or additional documentation, such substantiation adds credibility to your story, helping others make better-informed decisions.

Balanced and Constructive Conversations

We're more than just a complaints board; we're a community for balanced dialogue. ComplaintsBoard encourages reviews that not only highlight issues but also acknowledge positive aspects, fostering a fair and comprehensive understanding.

Free and Fair Platform

ComplaintsBoard's commitment to maintaining a free and unbiased platform is unwavering. Every review is treated equally, ensuring that your voice is heard and respected, regardless of the nature of your experience.

Is ComplaintsBoard.com associated with eDreams?

ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with eDreams Customer Service. Initial eDreams complaints should be directed to their team directly. You can find contact details for eDreams above.

ComplaintsBoard.com is an independent complaint resolution platform that has been successfully voicing consumer concerns since 2004. We are doing work that matters - connecting customers with businesses around the world and help them resolve issues and be heard.

Use this comments board to leave complaints and reviews about eDreams. Discuss the issues you have had with eDreams and work with their customer service team to find a resolution.