eDreams
Reviews and Complaints

I was sent an email on 8th June 2017 by edreams to notify me that a flight I had booked with them had changed. I am flying from Auckland to Bali on 1st March 2018 with Qantas and Garuda Indonesia and have to stop over at Sydney on the way. My flight from Auckland to Sydney has been pushed forward an hour so instead of leaving at 07:35, i am due to leave at 08:35. This means I will be in Sydney for 1 hour and 10 minutes until my next flight to Bali.

I decided to call up all airlines (I am doing a lot of travelling from November to April) to confirm all of my flight times, baggage allowances and dietary requirements to make sure everything is in order. When I phoned Qantas and spoke to Roxanne, she advised me that I was unable, legally, to be in Sydney airport for less than 1 hour and 30 minutes therefore I will have to change my flight plan from Auckland to Bali. They told me that as the flight was booked through edreams, edreams would have to contact them directly to arrange this for me.

Nowhere in my email dated 8th June 2017 was it made clear that I would have to change my flights. I wasn't aware this was a problem until I called Qantas which is my first area of complaint. I then phoned edreams on 12th July 2017 and spoke to Deepak who tried to call edreams but was kept on hold for a while (granted, it took me 11 minutes to get through to them). Deepak told me that he would try and phone Qantas and give me a call back. Hours went by with no returned phone call so I phoned again. I then spoke to Lucia who tried again to contact Qantas (I think, I cannot recall if she did this for me or not) and told me the call back would be arranged for 24-48 hours, which had Deepak told me I would not have phoned back. That is the second area of my complaint as the contact number for edreams is 0800 and is costly for me to ring from my mobile (I have no other option to call from).

It is now 18th July, 3 working days after my call with Lucia, and I haven't had a call back. I have spent over £600 on these flights and your customer service hasn't told me a very important piece of information regarding Sydney's airport rules OR called me back when promised twice I would have been. This is the third area of my complaint.

I phone yet again today, another cost of mine, and spoke to Lucia again who tried to call Qantas and couldn't get through. She said she would call me back within 48 hours but I don't carry much faith in your company anymore.

To summarise I am complaining about the following:
- Edreams did not let me know of the issue at Sydney Airport so had I not phoned to check my flights with Qantas I would not have known this until I was at the airport myself
- I have had to call edreams three times, two of which I see as avoidable, at an expense to me costing me extra on top of my phone bill (I can confirm how much extra once my bill is available)
- I have been promised call backs twice which hasn't happened

Please may someone call me back to discuss my flights once you have options from Qantas. I am extremely unhappy that I have had to chase you and repeat myself so much. I wish to be reimbursed for my 2 phone calls for approximately the cost of £15.00, not to mention the stress I have experienced of trying to get this sorted.

We have endeavoured to obtain reimbursement for Eur70 charged by Ryanair for two hold bags at Alicante Airport due to mistakes by eDreams. All documentation has been forwarded to eDreams but we have not received any confirmation that the debt will be paid.

This company evidently has no consideration whatsoever for "customer support" and should we not get satisfaction shortly we shall be taking legal action.

Jeffrey R Thomas

I have received a letter from a Lawyer´s office in France (Sofrare, Abri Groupe), apparently on behalf of a company in Italy (Advancing Trade Spa) asking me to kindly pay an invoice they say I owe to eDreams (for EUR 14, 75). I have not hired eDreams for anything nor I have ever received an invoice from them, so I guess this is a scam with the hope that, being such a small amount, I will pay. Any previous experiences like this? I live in Belgium and I will contact the local authorities to let them know of this scam.

booking has been made with a credit card that was not working.
I got the notification of it but I wished to cancel the

booking tried to be done on july 11th
and still today I request to have it cancelled and no one answered me.
only unprofessional automatic e-mail,
I just wish to cancel the transaction and re purchase with another card.

No one answered when I send 20 e-mails. this is totally unacceptable.
I tried to call but it is blocked as I am located in Thailand.

I need an urgent response.

Your eDreams booking reference : [protected]

Regrettably, we have been unable to complete your reservation as your payment card denied the transaction. In order to confirm your reservation, please contact your bank to authorise the payment.

As soon as the payment is authorised by your bank, please contact us so we can proceed with the transaction.
eDreams cannot always guarantee the airline flight options, as availability on flights are subject to change. Please be advised that in the event that airline tickets are not issued for your reservation, the airline has the authority to cancel your flights.
Should you require any further assistance please contact our Service Centre on :

- United Kingdom: [protected] If you are abroad please call +34 [protected]. - United States: +[protected] (available 24/7 customer service) - Canada (English): [protected] - Australia: [protected] - New Zealand: [protected] - United Arabian Emirates: [protected] - Rest of the world: [protected] 00

Once again, thank you for contacting eDreams and we look forward to being of service to you again soon.
Monika
Travellink Leisure Scandinavia
Travellink
Sweden +46 [protected] // Norway +47 [protected] // Denmark +45 [protected]
Opodo
Sweden +46 [protected] // Norway +47 [protected] // Denmark +45 [protected].
www.travellink.se, www.travellink.dk, www.travellink.no, www.travellink.fi, part of the Odigeo group,
www.opodo.de, www.opodo.at, www.opodo.co.uk, www.opodo.fr, www.opodo.it, www.opodo.es and www.vivacances.fr
Om du vill ha ytterligare information gällande din förfrågan, svara på det här e-postmeddelandet och låt referens[[protected]-[protected]] stå kvar i ämnesraden.

NOTIFICATION OF RECEIPT OF YOUR ORIGINAL MESSAGE

Dear customer,
Thank you for contacting us.

We have received your query with reference number [[protected]-[protected]] in good order.
It has been forwarded to our Customer Services department, who will reply as soon as possible to provide you with a clear and precise answer.

In the meantime, if any inquiries arise regarding your eDreams booking, please visit our website and click on the "help" link. Here you will find all the answers to the most frequently asked questions (FAQ).
Yours sincerely
eDreams Customer Service.
© 1999 - 03/03/2014 eDreams. All rights reserved. General Terms and Conditions and cookies usage Vacaciones eDreams, S.L. Sociedad unipersonal. con CIF B-[protected]. Registered with Registro Mercantil de Barcelone, Tomo 31.908, Folio 69, Hoja B200.680, Inscripción 1. Travel Agency Licence GC88MD. Passeig Zona Franca, 191-205, 08038, Barcelona, Spain. IATA number: [protected]

I tried to book flights for a family holiday to France, leaving in August and returning on the 2nd September.
When I got through to the payment page and inputted my details, I pressed confirm and the page took several minutes before a page came up stating 'error'. It appeared the page had timed out or lost connection as there was no confirmation of the booking.
The next day, I checked my email to find the booking had gone though, only for a return date of the 9th September! Both my husband and I had double checked the dates we had entered and they definitely said the 2nd.
I phoned eDreams who advised that the booking had been confirmed and that I would need to contact the low budget airline directly to make any changes to the dates. I did this they required a further £580 to change the dates. If I didn't change the dates within a 24 hour grace period, I would also be charged a further £40 per ticket for the changes, bringing the additional costs to £750! So in total, a family flight (two adults, three children) to France from the UK would cost £1250.
I have contacted eDreams again where I was directed to register my complaint and request for a refund in a rather dubious 'Customer Feedback' section, under 'other'. I'm assuming that as it is the weekend, I haven't heard back from them, but if I don't pay the extra to the airline, our family will miss out on their holiday completely because we can not afford to run to these costs.
I wish I had read the reviews for this company before booking with them as I can now see that many other people have shared similar difficulties with them.

Confirmed booking
eDreams reference number: [protected]
Departure
From Sofia (SOF) to Athens (ATH), with Ryanair IW1LVV Confirmed
My Invoice from eDreams shows I have paid and checked 2 bags, 15kg and 20kg for the price of EUR 47.00. When we were checking in with Ryanair, they said we have no baggage checked and we had to pay another EUR 110.00 for the 2 bags of 15kg and 20kg, which was a very bad surprise, just before the flight. I showed the invoice from eDreams, but they said they do not care, as they have not received payment for the luggage from eDreams.

I booked a flight with e dreams and when they processed it they changed the departure time to an earlier flight oblivously because it was far cheaper and now wont respond.they proved it themselves as they sent me an email after the flight was booked saying finish ur booking with the correct times I wanted.they are scam artists and pocketed the difference.

After trying to change my ticket with edreams I was told I would receive an email within 48 hours confirming of the cost to change, if there was one. I did not receive anything for 3 days so called back and was told I would definitely receive conformation in 24 hours and still 24 hours later I received nothing. I have sent 2 emails asking what was going to be done about this situation and again received nothing. I have now lost my ticket and have never experienced a company that lacks so much professionalism. I have lost $ and can not afford a full fare to return to Australia.

I booked a flight to Cebu Philippines today for July 5 with return ticket July 5 as well at around 9 am Manila time. By 9:08 am I got an email stating my PENDING RESERVATION with eDreams reference number [protected].
I called my credit card company and they said that my card was charged at around 9:02 am for Php6700++ which I think equates to the EURO 121.17 you charged.
Come 10:22 am the same day I received another email stating the reservation was not completed because my credit card declined the transaction. But my Maybank Mastercard credit card claims otherwise as I called them again and they said that there were 2 attempts for the transaction at around 10 am which were both declined.
Now you do not have a reachable Customer Service hotline!
As per my bank, I need to request you as the Merchant to send them a cancellation letter in order to reverse the transaction.
THIS HAS TO BE REVERSED AT NO COST FROM MY END AT ALL AND IT SHOULD BE DONE ASAP. THIS IS SO INCONVENIENT TO ME AS YOUR CUSTOMER. A VERY BAD EXPERIENCE!
i NEED FEEDBACK WITHIN THE DAY!

This is clasical story with e dreams-the last time I was 41 minutes on the phone. Today I tried to call the no in italy and they were stil working and I couldn't reach them. I need to cancel/void the reservationnãºmero de referencia de edreams: [protected] I don't know why they have such a [censor] 0 customer support.
I need written proof that the tct has been refunded/voided.

Dear sir
My friend book a ticket for me from baku to dubai via edreams but he didn't send me or my friend confirmation mail yet my booking is 21 june you deduct money from my friend credit card also now tell me how to refund money?
I call many time but there is always computer responce there is no human in edreams office they are chaeters kindly proceed my application

I purchased a flight through edreams where one-way was operated by brussels airlines and the other through lufthansa. I would now need a bill of that purchase for financial purposes but edreams keeps just replying in an automated manner the same thing over and over:

We are sorry to inform you that we can only issue a bill for the administrative services we provide. For the flight itself you will have to request the bill from the airline.

The airline then replies: i'm afraid that as you booked and paid through edreams we don't have any details of your purchase stored in our accountancy system. As a result we cannot send you an invoice for the ticket you have bought. They will have to send you an invoice.

And then just a loop is established where no one takes responsibility for the bill and no bill can be issued... Will never ever use this site again.
Best,
Elena

On June 21 I booked the flight in Dreams App from my phone from LAX loos angles to CDG Paris from Aug 2-22, 2017. Booking ID: [protected].
It was freeze and I thought it did not went through and I found out on June 22 that it was charged to my credit card $1440.09. I am trying to contact Dreams to cancel my booking and they give me several numbers that I cannot reach Norwegian. I called to Norwegian airline by myself and nobody pick up the phone. I am able to live chat online about flight cancellation they only refund 60 euro for the tax flight. It is not fair that you guys charge me US$1440.09 and refund 60 euro.
I need the manager of dreams to help me about my refund.
Looking forward from board of complaint soon.
My name is Sochaknita Murray.
email: [protected]@hotmail.com

My flight was canceled 2 weeks ago and after calling already 5 times and spending over 5 hours on the phone I have yet managed to get a refund. All I have managed is accumulate a very large call bill...My friend who booked exactly the same flight as me through Expedia was refunded immediately after talking to customer care of Expedia for 10 mins...

I have been noticed by third party; "check my trip"online app. that my flight reserved on the 27th of February, 2017 : 4UYUNW, S7 - 878, Siberian Airlines from Madrid to Moscow on the 8th of July has been cancelled, booking reference [protected], while in my e-dream site remained as " CONFIRMED".

I immediately called them from Mexico city this saturday 23rd of June, 2017, & the lady called; America, told me that she would informed her colleagues.

What a really need is to SOLVE the issue, looking for an EXPERT advise to look for an options to cover as soon as possible the flight cancellation, because a lot of other things; hotels and tours are depending on it.

Follow-up + Emphaty + Solve problems are NO NEGOTIABLE in the Travel Agent Industry if you want to remaining on it.

i went on the internet to book my husband a flight back from bulgaria and
he was denied to board because they said my debit card was not working for
check in at the airport which is a lie. he was stranded there with no money at
edreams say its not there problem but they took the money from my account
and want nothing to do with the whey wizz air has treated us . wizz air are in hungary and say they are not refunding the ticket price as edreams were the service agent, i contacted edreams they said its not hing to do with them.
we are in the uk and it seem like edreams are doing the same as wizz air there
outside the uk . this all happened on saturday17th june 2017 i spent so much time and money on this the flight booking was vc2mgt flight no w6 4553 bourgas to london luton amounted debited by edreams was £128.01
i would like a refund from edreams for this amount.

Dear,

An amount of 836 dirhams was deducted from my account, and then it was sent back and again it was deducted.

I need to know what was this deduction against.

Name : Henry Haddad
Email: [protected]@gmail.com
Mobile : +[protected], +[protected]

Let me know ASAP please, where I dot remember i purchased anything from you side.

Thanks
Henry

Hi,
On the 19.06.17 I rang edreams to confirm a booking. Booking reference [protected]- flight to Prague on 25.06.17 and then Prague to Dublin 28.06.17. I was informed that my flight to Prague was cancelled, this was quite distressing as I was due to fly 6 days from them and had NOT been informed about this cancellation. You had both my email and phone number and I furious that I was not contacted. I was appalled my the service I received on the phone, I was put on hold for over 15 mins and they put me through to various people on the phone. I even had to phone the smartwings company myself to find out information. This was very stressful and left me with no flight to Prague to reach my final destination. In the end I had to book a new flight costing 1100 dhs, I also had to rearrange my Prague to Dublin flight costing 400 dhs.
I'm extremely disappointed with this service and will be looking a legal action.
To have a flight booked and then cancelled without being contacted is absolutely unacceptable.

I am just absolutely furious after few attempts of calling their customer service. Every time I was told that I would get a response within 48 hours. But nothing happens.
On April 23, I booked a flight to Manila Ref#: [protected]
On April 29, I got an email saying my booking is cancelled that I need to rebook.
So I chose not to book through Edream and I booked through another agent.
After ONE month on May 25, I got an email saying the flight is now confirmed and they just charge my credit card. Now I have two bookings under same name flying to Manila with CEBU airline.
I called several times saying they cannot cancel my flight and rebook themselves and charge my money again.
The worse thing is customer is no use. They don't know how to deal with this. All they can do is saying whatever is on the hand book and just kept repeating saying they will get back to me within 48hours. BUT THEY DON"T, THEY NEVER DID. Edream please take this seriously and get my money as I think you are a scam and steals money.

Recently I was looking for booking my family trip to india and searching on skyscanner for lowest fares which directed me to edreams.com.au. All other websites were costly by 40-50 AUD, so I thought of booking through eDreams.com.au. eDreams were showing the amount in AUD and at the final payment page also it was same (it was no where mentioned that payment we are making is to foreign merchant and will attract foreign transaction fees). I paid 3348 AUD through eDreams and later found my CC bank charged me 101 AUD as foreign transaction fees which made the entire amount way higher than other websites.