eDreams
reviews and complaints

I booked a flight on September 2022 for a flight to the Philippines on October on E-dreams. I used their mobile application to track my flights. One day before the flight, I got a message that mentioned that my flight has been cancelled and that I would have to communicate with their customer service to get a refund, they had a phone number on their application, which I phoned immediately.

The phone number didn't exist, and there was no one on the other end. I tried to message them on their application chat, in which most of it was done by automated messages (not even a real person). I e-mailed them in the same manner and got no response at all. I attempted to phone their european offices and got nothing. The whole system is rigged to make it as difficult as possible to for customers to communicate with their customer service.

I tried everything else, messaging them on twitter, leaving a message on TrustPilot. Every response I got was just an automated response by their company with the exact same message they send to every single complaint. It was so frustrating.

I filed a complaint with my credit card company about the transaction, and the credit card company mentioned it would take 40 days in order for us to get a refund. However, Edreams decided to dispute that credit card company complaint, offering no evidence except for explaining that it was in their system.

I'm still in an ongoing dispute with them, its been 2 months now and I haven't gotten my refund yet. This is one of the shoddiest businesses I've ever seen in the 21st century. I can't believe they are legal.

Absolutely unacceptable behaviour of the company. They behave like scammers and in fact stole my money. I bought tickets through eDreams on February 18th. The flight was cancelled by KLM AirFrance. I issued a refund, in March eDreams replied that the refund procedure would take up to three months. It's been eight months, but I haven't received any money. I contacted KLM and they convinced me that the money had long been returned to eDreams. This means eDreams deliberately does not give me my money, in fact behaving like a fraudster. After reading other people's reviews, I was shocked how such a company could continue to exist if it was able to deceive so many people.

My review is real, my Booking id is: [protected]

Email: [protected]@gmail.com

Booking number [protected]

I've book a flight with eDreams on 22 June 2022 from Denpasar (Bali) to Vancouver (via Jakarta). The connection domestic flight (with Lion Air) was 1 hour delayed, the reason why i've missed my international flight from Jakarta to Vancouver (with China Airlines). I have contacted eDreams immediately, telling them that I couldn't make in time to catch the international flight and i've requested to rebook for the next available flight. They say that is not possible and I will receive a refund for the part of the journey they are responsible for.

So I had to pay 3 nights in Jakarta hotel and buy a new ticket for the next available flight.

After contacting several times eDreams CS through chat, finally I got an email on 12 October 2022, with the promise of an amount refund of 1040 USD (from a total of 1300 USD paid) credited to my account within 5-7 working days. I was waiting for the money, but the refund was never received.

I've tried to contact them through chat again, but guess what?!... they ban my access to the chat. I never used an abusive language or so, I just insisted many times to check again on my case.

They claim that usually airlines take 3 months maximum for refunds (breaking the european laws anyway).

It's been already 5 months now and I still did not receive my money back, and now I don't have any way to contact them, as i'm banned from chatting and obviously they don't answer my emails neither.

That's the reason why I look for your help first, before taking any legal proceedings against them.

Thank you in advance for taking your time to look into the matter.

Hello,

On September 26, 2022 I booked a trip to Calgary and back with a hotel through eDreams. As soon as I got the confirmation email, I went back in to cancel the booking because it was wrong... the flight back was going to Hamilton instead of Toronto. Booking number is [protected]... They said I need to call the airline directly to cancel and when they get the confirmation from the airline to refund the money, they will do so. I called Lynx Air immediately and go them to send me proof of the refund for both flights... Toronto to Calgary and Calgary to Hamilton... Ref # 1KPBH6 and 6C2QTR. As for the hotel, they did recently give us a partial refund for that but not the full amount which we were promised. We call eDreams every week and each time they tell us this is with Accounting and we will receive the refund in 3 business days and every week we don't get it. Please help!

Thank you

We booked many flights pre - covid. Flights that unfortunately had to be cancelled due to the covid outbreak. We could not enter the borders as the borders closed down after we had booked the flights. We spent 1000's euros on these flights through the travel agent company edreams, and since july 2021 when we cancelled them with edreams, we have had to fight to get our money back. We are still fighting to get it back. The company blames the airlines for the waiting time for the reimbursements, but when we contacted the airlines we were told they have no control over the matter as edreams holds the funds and the bookings. We have since learned by several online media sites that edreams is in fact a scamming, fraudulent company with many very poor reviews and unhappy customers! Surprisingly to us they have been operating like this for years! One of many flights we will mention here. Booked on 30 may 2021 to fly out on 16 december 2021 total cost to us 1961.01 euros. Cancelled due to covid restrictions on travel, border closures. Still waiting on a refund 18 months later! Booking reference [protected].

On 07/11/22 a payment of £48.31 was taken from my account.

WHY ?

I have not purchased anything from yourselves.

You are not contactable by telephone, why is that ?

Have sent emails asking for an explanation, but do not get a response.

Please see fit to give me answers as some kind of “scam” has taken place.

I believe this matter should be reported to authorities.

My name is Vivian. My husband, Padraic, booked a hotel stay & multiple flights (including Jetstar & Lion Air) from Singapore to Indonesia via eDreams in early Jun but because my husband got COVID, we cancelled the trip with eDreams. However, we called in eDreams for over 30 times over 5 months and no one is able to give me an answer on the airline refund and their manager - Sagar & their supervisors - Sahib, Dankaj promised to call me back but never call back. It is not acceptable for the service that they so called provided and their bad attitude. Their staff keep asking me to call Lion Air direclty to arrange for the refund but the airline said they would not deal with me as I didn't buy the tickets from them so the airline asked me to call back e-Dreams for the refund arrangement!

Besides, e-Dream overcharged me with the overall booking fee and promised to refund me with the overcharge but it took them months to do so. Even for the hotel charge, they promised to refund to me fully but they still haven't fully refund to me as they short change me. When I complained about it, as my bank showed there is a short change, e-Dreams asked me to sort it out with the bank instead of giving me back the shortfall!

This is the [censored] service that you expect when you booked with e-Dreams. So my advice to you is NEVER book with them!

Hello,

I used the flex ticket option, and when I changed my flight I has to order a new ticket and you suppose to refund me on the previous one. I called 5 times and it's been more than 2 months since the flight and 3 months since the change and I still didn't see the money! Everytime I call you said the payment still in process! can't believe it...

My son Booked flights from Brisbane to Sydney leaving JQ811

16/10/2022

6.35 AM take off 9.10 am Landing

Confirmation number [protected]

Then Sydney to Auckland, New Zealand JQ203 17/10/2022

7.40 pm take off 12.45 am landing

Then returning Auckland to Sydney Australia JQ202 25/10/2022

On Arriving in Sydney to check for flight to Brisbane ZL352

3.15pm take off.

confirmation number [protected]

He was told he wasn't booked on that flight.

After a lot of phone calls with no answers to e dreams eventually a very badly English spoken man said they would refund his money. He is still waiting.

Very poorly run company. He was told at the airport that this happens a lot with e dreams. We would appreciate some communication and his refund back

i bought 2 tickets at Edreams from amsterdam tot Vancouver for okt 7the 202.

i payed for flexible ticktets.

a couple of days before departure i asked to change my flight for 2 weeks later.

Edreams told me i should pay 2000 euro extra for "administration" costs.

I asked Edreams to cancel my tickets and give me a full refund.

They told me that it was no problem.

after 4 weeks i recieved 144 euro instead of 1764 euro.

I tryed 18 times to get the rest of my payment, till today no result.

This morning i went to my Loyer and he wil start a procedure against Edreams

Booked a flight from Bangkok to Melbourne, and paid $100+ for cancellation coverage. eDreams claimed to offer the option to change flight dates and times, so once my plans had changed I attempted this action. It took the company 24 hours to respond at which point they sent me an email in French from their. fr website. This was the first indication that this company is illegitimate, or at least creates a customer service environment that needlessly complicates things so people get frustrated and give up.

Anyway, the change was not finalized, my original booking was still listed as confirmed. I can actually speak French so could understand the email they sent me, in which it said they had been trying to contact me in regard to my booking. I called their customer service line and had an automated menu run me in circles and send me back to the app. In confusion, I went on the app and attempted the change again. The following day I hadn't heard any response whatsoever, but the "pending change" was no longer listed and my original flight was still confirmed. Because I was annoyed at this point, and I had purchased cancellation insurance I attempted to cancel my flight all around and start over.

It has now been a week. In that time, eDreams lists my cancellation request as "pending with airline," my original booking as confirmed, and additionally sent me an email IN FRENCH, saying that a refund of 50% has been approved. I have no received this refund, but it flies in the face of the cancellation coverage I purchased which guaranteed 100% refund up to 48 hours before the trip.

There is no official contact I can work with. No new information. I wrote a similar review on the AppStore for their app and received a reply asking me to fill out a form with a link, however the link DOESN'T WORK.

The airline has my booking confirmed and I had to spend more money to make changes directly with them. But overall, eDreams has now effectively stolen money from me. If they won't honour the cancellation coverage, they are in breach of that contract and have stolen $100+ from me.

I cannot advise anyone more that they should never ever, ever ever ever ever use this company. Considering how much money I have spent on in addition, trying to solve the problems that eDreams claimed they would, but did not, it is worth paying more for the assurance you aren't going to be scammed by a predatory company like eDreams.

I need a live agent to speak to because my credit card was stolen and they bought something from edreams and it says in your blog to work it out with you first. I would like to know more info on the charge to see if I know who made this charge so I can take to the authorities.

I have been going in circles for weeks now as the charge was made in September. I have the credit card number, etc.

Thank you.

Michelle Lindgren

[protected]

Dear customer support,

I have booked a ticket from Lima - Amsterdam with Canadian Air via eDreams.

The ticketprice was double charged, one time via Canadian Air and one time via eDreams. I have read that this is recurring problem with booking tickets via eDreams.

Within how many working days will the amount be restituted to my account?

The amount concerned is EUR 518, 2x charged.

Kind regards,

Rick Geurts

Dear eDreams,

I have purchased a set of airlines tickets, PNR Ticket: 4THHLA ([protected]), Issued date: 13/03/2022. The date of the flight, NH7543 was canceled by the airlines was on April, 2022. I had tried to contact eDreams via phone & emails but found that all the eDreams phone number I can find online were not valid numbers, so I could not talk to anyone in eDreams. And all the emails (by replying to eDreams' email) were not answered by eDreams. From eDreams' website, by chatting the eDreams' bot, I learned that eDreams had sent in a refund request to ANA (the airlines) for me on May 4, 2022 and it would take about 30 days for me to get my money back, but now is at the end of October, no refund had been seen yet. When I called ANA, their agents told me that my tickets are still sit as open, that means the ticketing agency has not request the refund yet. Since the airlines had canceled the flight, I should get a full refund back to me soon. This is taking too long. Thanks.

Sincerely

Raymond

I purchased two tickets through eDreams to fly from Ankara to Boston via Frankfurt, Madrid, and Amsterdam. The price I paid was 503 sterling pounds. I took the first leg of my trip from Ankara to Istanbul. At Istanbul airport, I was denied boarding to my second leg (from Istanbul to Frankfurt) due to COVID-19 restrictions.. I headed back to Ankara and placed a request for refunding the unused portion of my itinerary. eDreams claimed then that my ticket was none refundable and that I lost the remainder of the money I paid. I explained to them that the change of my travel plans wasn't of my choice They insisted that a refund wouldn't be made.

After series of communications with eDreams and the two other airline companies, I realized that the airlines are teaming with eDreams to withhold my money as they refer me to each other each time I contact them in this regard.. eDreams tell me that it's the airline companies rules that prevent the refund, and the airline companies tell me that I should make all my communications with the travel agency that sold me the itinerary. I am - in short phrase - running back and forth between three players that are playing a game of con artists, and the are: KLM, IBERIA, and eDreams

Sept 7 2022

I booked two segments of flight from Edreams. We live in an isolated post and have only two airlines that fly out of here and only fly to certain destinations which force us to book different flights from other airlines as our airport is small and is not an international airport.

The first segment was from Whitehorse to Vancouver return Nov 3-8 2022.

Reference # [protected]

The second flight was Vancouver to Las Vegas and return Nov 3-8 2022.

Edreams informed us by email the next day that they could not honor the first part of the second segment and ask us to contact them.

I contacted them through their chat line and was informed that we would be given a refund in euros and we would have to use this other website which they own to rebook our flights. I then checked our mastercard and realizedthat we had been charged in euros instead of canadian funds. I informed them of this and they said I booked in euros even though my profile stated Cdn dollars.

We then proceeded to follow their instructions to contacted the airline and were told that we would have to cancel our flights to change them in order to find a connecting flight that would get us to Las Vegas at a reasonable time.

The airline stated that they would refund our flights but Edreams has the money and we would have to go through them as the airline does not receive payment until we board the plane.

Edreams stated the process to get a refund was to get a confirmation fromthe airline that the flights are cancelled and a refund would be offered and was provided with an email address to send to. Resonse came back saying that tickets were non refundable due to airline policy which was untrue because the airline was not in possession of the money.

The total charged was converted and was $921 Canadian but when using their sanme site for the same trip it was only $ 714 Canadian. this was pointed out to them.

I have all chats and emails. I have contacted them on Sept 8,9, 11, 14 and 27, and I have been emailing my RBC bank all of Oct. daily with no success.

Charging in a different currency anywhere would be fraud.

They started this issue by cancelling a portion of our trip. when ask to refund the rest they should have done that right away especially when they were notified that they had charged the customer in the wrong currency.

Because of their cancellation we were forced to cancel our first segment flight because the airline could not provide new flights until this was done in order to fill the portion (that they cancelled) to complete our trip.

This was done by them not being able to fulfill a portion of our flights and they charged us in the wrong currency which caused an overcharge

I cannot contact dreams because I need a reference number in order to be granted the courtesy of talking to a live person. Unfortunately I had issues with my email provider for taking too much space and could not send or receive emails. The issue is fixed with my email provider. The purchase of the ticket was deducted from my bank account yet I have not received an email from dreams so I have no reference number and no way to contact them. That's some serious [censored]. Why is there no ability to talk to someone without a reference number. I'm left with having to go to my bank now to intervene. Smh.

Guten Tag, ich habe über eDreams einen Mietwagen (Kleinwagen, Volkswagen Polo oder vergleichbar) in Valencia gebucht.

Buchungsnummer: ES [protected]

Mietgebühr: CHF 587,86

Premiumabdeckung: CHF 58,38

Gesamtbetrag. = CHF 646,24

Abholung: Valencia Flughafen, 23. September 2022, 09:10

Rückgabe: Valencia Flughafen, 07. Oktober 2022, 07:25

Als wir am Freitag, 23. September, ca. 09:00 Uhr am Schalter von GOLDCAR waren sagte man mir, dass ich noch zusätzlich Euro 244,95 bezahlen müsse.

(Importe Neto Euro 202,44 + Base Imponible IVA 21%, Euro 42,51

= Total Euro 244,51)

Dazu kamen noch Euro 78,00 Deposito de Seguridad. Die Dame am Schalter sagte mir, dass das ein Depo, für eine Tankfüllung Benzin sei. Wenn ich aber das Auto bei der Rückgabe vollgetankt zurückbringe, werde der Betrag von Euro 78,00 wieder gutgeschrieben!

Zusammen wurden mir vor Ort Euro 322,95 von der Kreditkarte abgezogen.

Ich protestierte dagegen diesen Betrag zu zahlen, aber man antwortetet mir, wenn ich die Euro 322,95 nicht bezahlen würde, so werde mir kein Mietwagen zur Verfügung gestellt.

Ich habe die Frau am Schalter darauf hingewiesen, dass ich eine Schadenrückerstattungsversicherung abgeschlossen hätte, Online bei der Buchung.

Versicherungsnummer: G001CHEES810263670

Ich zeigte ihr das von mir ausgedruckte Dokument, leider sagte die Dame am Schalter, das interessiere sie nicht und ich müsse den Betrag von Euro 322,95 bezahlen sonst bekomme ich kein Auto.

Also hatte ich keine andere Wahl, als zu zahlen.

Als ich dann den Wagen abholte beim Ausgabe-Terminal war es dann ein Opel Corsa 1,2T Elegance 100cv.

Das war ja soweit gut.

Was ich dann aber feststellte, das Auto war total schmutzig, innen wie aussen. Das Auto wurde meiner Meinung nach nicht gereinigt vom vorhergehenden Kunden. Ich musste zuerst in eine Waschanlage um das Auto zu waschen und inne musste ich alles mit dem Staubsauger reinigen.

Am Rückgabetag habe ich dann um ca. 06.40 Uhr das Auto beim vorgesehenen Terminal abgestellt und den Schlüssel in den speziellen Schlüsseltresor eingeworfen, so wie abgemacht.

Was ich noch speziell erwähnen möchte, ich habe das Auto etwa 1,5 km vor dem Flughafen noch ganz aufgetankt. Der Benzintank war also komplett voll bei der Rückgabe!

Jetzt habe ich bei meinem Bank Kontoauszug festgestellt, dass mir auf meinem Konto der Betrag von Euro 78.00 für das Benzin gutgeschrieben wurden, aber der Rest Betrag von Euro 244,95 nicht zurückerstattet wurde.

Ich bin einfach der Meinung, dass das nicht gerechtfertigt ist, denn ich habe ja hier in der Schweiz bei der Buchung extra die oben erwähnte Schadenrückerstattungsversicherung abgeschlossen um zusätzliche Kosten zu vermeiden.

Nun wäre ich froh, wenn sie mir weiterhelfen könnten und mir erklären, ob das alles mit rechten Dingen zugegangen ist und für was ich denn die noch zusätzlichen Euro 244,95 bezahlen musste und für was ich denn die zusätzliche Schadenrückerstattungsversicherung abgeschlossen habe, wenn ich dann trotzden zuzahlen muss!

Ich wär Ihnen um eine baldige Antwort sehr dankbar.

Mit freundlichen Grüssen

Heinz Weisskopf

When purchasing ticket to flight, I added the cancel anytime guarantee from eDreams. It sais in the terms that I can cancel up to a couple of days before the flight and get refund of 80% of the total flight cost.

terms specify:

"Refund is normally made within maximum 10 days from the cancellation date"

"regardless of the reasons. We do not require any justification or documents. "

terms does not specify i should wait for airline response

I have cancelled in 14th of july 2022, and they claim they are waiting for airline response, when in the terms it does not say anythnig about airline, the guarentee was bought from edreams and not from the airline. also the time which has passed is more the what terms specify.

I've booked a round trip to Germany three days ago and in the same day I've requested for its invoice, as the website/app directs to do so.

Until now I've not received anything even though three days ago I was told I would be receiving my invoice in 24 hours.

I spoke to a support agent who besides not even being able to speak proper English told me I had never contacted them before regarding this (which I did, more than once) and that the invoice would be shared with me as soon as possible.

Now, as soon as possible doesn't qualify as a valid time period.

I've already contacted the airline but, as it would be expected, they informed me I need to request this from the dodgy and scammy company that goes by the name of eDreams.