eDreams
reviews and complaints

Edreams is a company that you should be careful with. I had a terrible experience with them when I purchased a plane ticket to Osaka, Japan from Honolulu on May 8, 2018. They took $117.25 out of my bank account, and I received flight and ebooking confirmation numbers via email and the Edreams app on my iPhone. However, when I got to the check-in counter with Scoot airline, the agent couldn't find me in their system. I showed proof of my confirmation number, but the agent had me call Edreams immediately. My flight was leaving in 1 hour and 30 minutes, not including the time I waited to even check in.

I called Edreams and waited for 30-35 minutes for the first agent, Neha, to answer. I explained to Neha that the Scoot airline agent said I wasn't in the system, yet I was staring at my flight confirmation number on the Edreams app on my iPhone. Neha placed me on hold while she called Scoot airline customer service. I was placed on hold for 40 minutes and was then transferred to another rep, Sunjay, who had no idea what was going on. Scoot airline agents in Honolulu told me that the same thing happened to another woman too. At this point, I was angry and on the track to missing my flight due to the fraudulent, inconsiderate, untrained, and untrustworthy company Edreams.

Now I was on the line with Sunjay, and I had to spend more time explaining my situation to only be sent to another agent, Medardo, who finally had the decency not just as a (robot) employee but as a human to find a solution to what was happening. Medardo explained that the airline canceled the ticket. Edreams failed to contact me via email, phone, or app. Yet they kept my money and didn't issue a refund or notification. By this time, final boarding calls were being made. Scoot agent Alexxis offered me to buy a ticket at the regular price of $459.00 for a one-way to Osaka, Japan from Honolulu. It was important that I be in Japan on that day, so I was forced to repurchase another ticket, and all this was happening while I was placed on hold with Edreams.

Then, because all this was a waiting game with run-arounds (they knew they screwed up), I ended up missing my flight. Scoot airline agents were very helpful and insightful. Scoot refunded $459, which I got a few days later. Now I had more money in the hole and was not on the flight to Osaka. The Scoot agent Alexis Hitt suggested another airline at a later time. She went out of her way after the flight left to help me find a solution. She checked all flights going to Japan that day and found JAL airline flying to Japan in 2 hours. We walked to the JAL ticket counter (while all this was going on, I was still placed on HOLD with Edreams). Then finally, an Edreams agent came back on the phone, and Alexis spoke to him only to find out they were never trying to get ahold of Scoot airline customer service. Alexis told them her position and said she couldn't access the info they were looking for. Edreams knew they screwed up, and they still kept my money.

Now I was back on the phone with Edreams while at the JAL counter to purchase a ticket for $532.60 (the cheapest one-way ticket). At this point, it was agreed that Edreams would reimburse me the amount of the new plane ticket. I never received any cancellation email or update on the app. Edreams never refunded the $117.25. I have all documentation from my phone bill (calling and amount of time being on the phone), emails, bank account statement, confirmations on the app, and most of the agents' names that handled my case.

Fast forward to June 13, 2018, and still no refund from the new plane ticket. I was beyond peeved due to the fraudulent, inconsiderate, untrained, and untrustworthy company. Anurad initiated a refund on August 30, 2018, but as of September 12, 2018, I still had not received my refund. Abhishek and Eugenia were unable to help me, and Lorena, the supervisor on September 13, 2018, was also unable to do her job based out of the main headquarters in Barcelona. This company and its employees are literally a joke. The company still has my money for a ticket I never got, and it's now December 16, 2018. There's more, but there's not enough space to type.

I had a terrible experience with eDreams. I wish I could give them an infinite number of negative reviews. They charged me for tickets that I never purchased because they tried to add $200 to the price at the end of the ticket documentation. I did not sign for or personally authorize this charge. I am refusing the charge and want credit for it because I clicked to cancel and never purchased these tickets from this corrupt and unscrupulous company.

Normally, I check out all companies before buying anything. However, we were so exhausted from the stress of having to drive four times from Matthews to California to deal with eight deaths that I just decided to try them. (What a mistake!) I entered all the required information about us, travel date, our address, my credit card information, etc. When I got to the end of filling out everything, a message popped up saying the price had increased by $200, trying to charge us $505.02 instead of less than $300. I got mad and was cussing about how these bogus companies are always trying to rip you off. I never accepted their price and did not purchase their tickets. I hit X to exit, but they charged me anyway. I got a popup message saying I had made a purchase. I was furious. I checked my email and went to their site to call to contest the fact that I had not purchased their tickets. I spent two hours trying to make contact with them and could not find a way to contact them.

I have attempted to contact them at least 40 times since 6-2-21 disputing them charging me for two tickets after canceling the purchase before it was to be processed. I immediately called Frontier Airlines to contest the fraud ticket charges made by eDreams. Frontier immediately canceled eDreams reservation and made one directly through them for the original price. Then I immediately contacted my Barclays credit card to contest the charges. The agent said they couldn't block it because it was only a pending charge and to call back if I see it charged to contest it. When I called Barclays again, they gave me the number they had on file for eDreams, but it never rang and could never get through even after 25-30 tries. I tried their disconnected numbers several times, and they never even rang, and I could never get through, or their website was down or not working. I left 5 or 6 chat messages, but they never responded in 3 months. I researched online to find some way to contact them and found about 6 different phone numbers, and all of them were disconnected. ( ***813, ***719, ***186, ***024, ***185, ***190) I tried every way possible to make contact with this company and was never able to contact them, nor did they ever try to contact me or respond to their chat messages.

I went online to check out the reviews of the company (which I made the mistake of not doing first like I normally do). Wow, eDreams is a terrible company. They are rated between ? and 1 ? stars on every site I checked. I also found hundreds of complaints similar to mine and hundreds of other complaints about how much of a rip-off and how bad this company is.

When we returned to Matthews, I tried their eDreams contact numbers several more times, and it never even rang, and I could never get through, or their website was down or not working. On 8-1-21, eDreams survey division contacted me to do a survey about my experience with the company on 8-3-21. Finally, I could express my feelings about this horrible company. On 8-3-21, I spent 2 hours recording and explaining all aspects of the rip-off problem and complaining to the survey company about how I never purchased their tickets, and they ripped me off and charged me anyway. The survey company said I should contact the credit card company.

I have called Barclays Credit Card fraud charges department several times contesting this charge. In our entire lives, using about 50-60 different credit cards, we have never had to go through so much time and trouble to dispute a charge. We sent all of the documented proof of fraud, and Barclays ripped us off as well and refused to credit the charge even after faxing them documented proof of fraud. We have four Barclays credit cards, and after we use all the points and miles, we will be canceling their cards as well. So, our desperately needed stress and depression vacation flight ticket turned out to be a nightmare costing us $860, almost 3x the original cost of the ticket. eDreams is the absolute worst travel company in the world. Do not purchase from them, and don't fill out your information because they will charge you even if you don't buy their ticket - total fraud!

I just wanted to give an update on my experience with eDreams. I wrote a review a few days ago about my ongoing struggle to get a refund for a ticket I purchased through them back in July 2022. I received an email from their customer service team stating that I had been refunded directly by the airline on September 21, 2022, and that I should check my bank account. However, I had already checked my bank account and there was no refund. It seems like they don't read these reviews thoroughly or they use the same tactics repeatedly to give customers the runaround.

To make matters worse, I received another email from eDreams stating that I was charged for the same ticket amount "by mistake" and that I would be refunded for that within a week. This is incredibly frustrating because I was charged initially for the ticket by the airline that I purchased through eDreams in July 2022, and now I was just charged by eDreams for that same ticket amount, again, "by mistake". It's hard to believe that a company can make the same mistake twice.

I also received yet another email stating that I would receive my refund within 10 days, which is the exact same email I received two days ago. This doesn't make sense because it doesn't match up with what was previously said by customer service and that I was supposedly already refunded directly by the airline. It seems like they have a checklist of responses to give customers, regardless of whether or not it's accurate. Additionally, I was not contacted within 72 hours as stated by the previous agent.

I stand by my previous recommendation to not use eDreams. It's better to purchase directly through the airline or use a more reputable agency. I wish I had done my research before making a decision.

In my previous review, I mentioned that I purchased a return/round trip ticket through eDreams back in July 2022. I also purchased their Flex Fare option, which allowed me to get a full refund on that ticket if I were to cancel/change. I ended up having to change my return date, so I was advised by their travel agent to purchase an entirely new ticket and that I would be refunded for the initial ticket, minus the Flex Fare fee. I followed their instructions and waited for roughly 30 days to get a refund, but nothing happened. Months passed, and still no refund.

I called eDreams and was told that I was refunded directly by the airline on September 21, 2022. However, when I checked my bank account, there was no refund. I was then asked to provide bank statements to eDreams to show that I had not been refunded. I was also asked to provide SWIFT codes and IBAN numbers of my bank, which was frustrating because this was asked of me multiple times. After several more calls, without any updates or changes, agents telling me they had submitted my refund request, and me receiving emails stating that I would "receive a refund within 10 days", I decided to call the airline directly.

The airline stated that they do not offer refunds unless it is a medical emergency or death in the family, and that they had no record of any agency contacting them in regards to a refund. I called back eDreams, stating this, and was told that they had now received the refund from the airline and I once again received an email stating that my refund had been processed and that it would be within ten days. More than ten days passed, and still no refund.

I called eDreams yet again, each time having to explain my entire situation, which made me assume they do not make notes in their system. I was offered a repeat solution this time, stating that my refund had now been processed and I received yet another email of "ten days". I told the agent that this "solution" had been attempted multiple times before along with the "ten day" email, and he stated that he couldn't speak for the other agents but that he had personally submitted the request. He also stated that he would follow up personally in 72 hours. This had also been told to me before, and no one followed up. The only difference in this case is that he provided me with his name, so we'll see if this is any different.

It's now the end of December, and this has been an ongoing struggle since July. I highly recommend that you do NOT use eDreams. Please do your research before making a decision. There are countless negative reviews, most of which are from customers who are still waiting for their refunds.

Hey there,

My name's Ilana and I wanted to share my experience with eDreams after booking a flight from Tel Aviv to New York with my husband. We got married eight months ago and had to postpone our honeymoon due to a busy schedule and unexpected events. Finally, we planned our vacation and booked a roundtrip flight via eDreams for $870 each, from Tel Aviv to JFK via London, operated by American Airlines and Elal Israeli Airlines.

A few days after receiving the confirmation email, we noticed a spelling mistake in my last name, with one letter missing. We consulted with friends who worked in a local travel agency and a flight attendant friend who told us that the spelling on the ticket must match the passport exactly, even if it's just one missing letter that doesn't change the pronunciation of the word. We tried to contact eDreams to correct the mistake, but couldn't find any contact details on their website. Eventually, we found an option to contact them via Facebook and spoke to a virtual assistant who promised to send an email with instructions on how to correct the name. However, the email never arrived, so we called customer service and waited 45 minutes on hold. When we finally got through, the representative told us there was a penalty of 90 euros and we had to provide a copy of my passport by mail. They didn't tell us how or when to proceed with payment.

After sending the passport copy, we received an email saying the next step was to pay the penalty. We searched for the option on their website but couldn't find it, so we called again. This time, we waited 65 minutes on hold and were told that the representative was trying to contact American Airlines but couldn't get through. Frustrated, I asked to speak to a supervisor for more information. After another 15-minute wait, the supervisor told me the same thing - they couldn't correct the name unless American Airlines was on the line. I couldn't continue the conversation after so much waiting and was promised a call back in 24 hours, but never received one. I called again on Sunday and waited 40 minutes on hold, only to be told that the Elal office in Miami was closed. As an Israeli citizen, I told them that we work on Sundays in Israel and could provide them with a few numbers for Elal airlines that would be easy to reach. However, the representative insisted that only the Miami office could help and we had to call back on Monday.

Feeling like we were getting nowhere, I called American and Elal airlines for assistance. Sadly, they both told me that they couldn't make any name corrections because eDreams was the agency and everything had to be done by them. None of the airline representatives could understand why it was so difficult for eDreams to make the correction, and neither could I.

The night before our flight, we finally got through to a representative after waiting an hour and a half on hold. They made phone calls to the other airlines and charged us 90 euros for the name correction, as promised. However, when we arrived at the airport, we discovered that the name correction was made on my husband's ticket and not mine, so his ticket was cancelled. We ended up with a ticket for me with the wrong spelling and my husband didn't have a ticket at all.

We called eDreams again and waited another hour on hold. The representative apologized and promised us a refund for the cancelled ticket, but didn't know why or how it happened. With no other choice, my husband purchased a new ticket for a flight operated by a different airline so he could fly to New York on time and meet me there. We ended up flying separate flights, paying an extra $300, waiting hours on hold, paying for the name correction and overseas calls, and not getting our vegetarian meal because the tickets were last-minute and they didn't prepare the "special meal" for us. During a 10-hour flight, everyone gets hungry!

We have to give credit to American Airlines and Elal for being supportive and trying to help us. New York was great, but we sent an email to eDreams regarding the refund and haven't received a response yet.

I never imagined that the incapability of one flight agency could cause so many mistakes and so much financial and moral damage to clients. It's frustrating to think about all the time and money we wasted trying to correct a simple spelling mistake. I hope eDreams can improve their customer service and make things easier for their clients in the future.

I attempted to book a flight 06/10/23 to Los angeles how ever i was not informed until 08/10/23 that i was short by £1.11 so ticket wasnt booked .

So i was informed i would get my money back 7 weeks on i have tried contacting via phone and email and NO ONE has got back to me and i still havent had my money back .

Please advise

I have tried several times to make contact and yet again today and the phone was put down on me.

Rachael Ruddock

I was charged 60e for Prime of my friend. I did pay for her ticket last month and not even one of us knew that we were charged prime. No notion on the mail or anything. We just canceled our subscription and now we realized we cannot have a refund after 30 days.

This is very unprofessional. I travel a lot, and this was my first time using edreams and I thought I finally found a trusty site that can ease up my traveling, but I was scammed.

Let me know if you have a solution to this.

I bought 2 airline tickets from Edreams from Bologna to Bristol for 25 December 2023 , Christmas Day. The flight they found was via Zurich and cost £320.34.

Then swissair cancelled the first leg of the flight , offered an alternative which made a very long journey on Xmas day. so I took the option of asking for a refund. There was no indication that this would incur a service charge.

The refund I received was £ 213.28, that is £ 107.06 less than what I paid. This amount Edreams says is for service charges.

So they have charged about a third of the cost of the flight as service charge and without informing me. Very unfair !

I bought a flight ticket from edreams and I bought and paid for extra bag as well. Only for the airline to charge me and collected another money from me, for my bag on the day of traveling. They refuse to board me unless I make the payment, which I eventually made because I tried severally to contact edreams on the day (since the airline claimed that the payment for the bag was not forwarded to them by edreams), but the customer service personnel that attended to my call said I should pay in order not to miss the flight, and later filled a form which he sent to me. Ever since I sent the form , as well as being calling them, my money has NOT been refunded. I have sent in the receipts of the payment (as they requested), still nothing regarding my refund

Payment

Customer details

Full Name:

Bar Amram Basha

Phone number(s):

[protected]

e-Mail:

[protected]@gmail.com

Price and payment method

The total cost of your reservation is: $1697.18

The details of the amounts charged to your card are shown below :

TAP Portugal : $1323.24

eDreams : $373.94

Terms & conditions about your purchase and privacy policy

eDreams booking reference:

[protected]

Hi

My credit card was debited $99.99 AUD on the 7th of November with the description EDREAMS PRIME BCN

I did not authorise this transaction. I rang the number for eDreams and it has been disconnected.

Please help me to arrange a refund and to delete my details from this company.

All the best

Wendy

wendy.[protected]@tm.org.au

You paid $99.99

Transaction Details

Date:6 NovemberNov 2023A E S T / A E D T(AEST/AEDT)

errorSome transaction information is currently unavailable, give it a minute and try again

From

Card ending 4812

Card ending 4 8 1 2

Status

Posted

Category

Unavailable

Description

EDREAMS PRIME BCN

Transaction type

Credit Card Purchase

Something not right?

I’m getting constant marketing emails. The “unsubscribe” button at the bottom of each email very conveniently goes to “404 page not found” meaning it’s impossible to unsubscribe to marketing emails that I NEVER SIGNED UP TO IN THE FIRST PLACE! I have also tried calling and been sent a form to fill out which didn’t work. According to Ofcom EDreams are illegally misusing people’s personal data here.

Dear Support Team,

I requested a refund on my flight on the 10th of July 2023 (free cancellation). Its been 4 months now I'm waiting for news. The status of the refund is on on the same stage for more than 3 months now: "Pending airline authorization".

I contacted the chat many times before and the same message I get all the time "It seems there are no agents available right now.

You are back with me, Kris, the chatbot." its basically looping for hours. Ones I managed to talk to somebody on the phone and I was assured that I will get an update soon. Its was 3 months after my cancellation. I also unsubscribed form the Prime because I felt its not right to pay but do not get the help I wanted. Its really not ok.

I had a flexible ticket with Aegean Airlines which is very easy to handle when I buy a ticked directly from the airlines. I'm also a frequent flyer with them. I like to know when my refund will be processed on my account.

Thank you for attention

Etelka Raichel

On October12, 2023 I booked air tickets on eDreams website. I was charged in full for the tickets. To day I found out they charged my credit card for CAN$103 as prime membership subscription fee. I have never agreed to their subscription. How can they charge me for something which I have never agreed to. I don't even have an account with them. I checked all the emails from eDreams and found one where they advised me to open an account and set the password for prime membership subscription which I never did. This is a scam.

His is the worst service company, its a scam, stay away from their website.

My daughter booked a return trip and airline cancelled the flight however edreams did not advise anyone about cancellation. My daughter was coming home for a funeral and had to then pay for another return flight.

All they do is scam everyone and provide zero service. E-dreams needs to fully refund my daughters return flight of 350, as well as compensation for the full ticket purchased with another airline.

This company tricks customers into paying for a Prime membership to obtain cheaper flights, then when you try and cancel it keeps auto-renewing anyway. You cancel it on the site, but you've still paid for the account for another year, so you may still use it for that year. If you try to use the account during the year (that you've paid for already) they re-activate the auto-renew again without telling you.

This practice is unfair and predatory and doesn't respect the client's wishes to cancel the subscription after the year ends.

I thought I cancelled my membership but it got renewed for another year. I then asked them to cancel it and they just told me I couldn't get a refund. If I use the account I paid for, the auto-renew will kick in again. So I just paid for an account but should not use it, if I wish to ever cancel this subscription. They offered me a service I cannot use if I ever wish to cancel my membership.

Any help will be very welcomed on this issue.

Many thanks.

Flight booked from London to Boston (USA) return departing 18/10/2023. I took out cancellation charge and paid fees. I cancelled within the timeframe permitted by the contract. I have not received a refund and despite numerous telephone calls they have persistently lied and told blatant untruths about the timing, the fees, the entitlement, the content of telephone calls and offered no formula for resolution

I chose 3 flights (The flight from Amsterdam to Oslo on Jan.9th 2024, from Oslo to Tromso on Jan.10th, and the flight from Tromso to Amsterdam on Jan.13th) on the Dutch website of eDreams (https://nl.edreams.com), I paid for them and my bank confirmed me that the transaction was successful. But I did not receive any confirmation emails nor a reference of my booking. After I signed in my account, there is no booking history! How can I know my flights' information?

I booked a flight with edreams from Birmingham uk to Harare (Zimbabwe), flight was on 28.11.2023 and 3 hours to departure time i received an email from the airline saying my flight had been cancelled. I later found out that Birmingham Airport had shutdown due to air traffic signal issues.

I requested for my refund from edreams and up until today i have endless emails from Edreams saying they are trying to source the money from the airline so that they can pay me back. The help centre is unhelpful and full of lies, they told me at one point that my refund was going to take 30 days and now it is way past that.

My advice to those travelling, DO NOT USE Edreams, you'll never get your refund.

I made a booking from Athens to Heraklion, two tickets, on 5th of October for the Christmas period on 28th of December specifically . There was a message saying about a prime subscription at that time but nothing about any amount for me paying additionally. After one month of the reservation I was charged 83,54 euros, 3 days ago for no reason, I had purchased some air tickets 1 month ago but suddenly yesterday I saw EDreams had charged me for no reason and no transaction. Also I get email marketing from them and I can't unsubscribe from their list.

Reference of my booking from eDreams: 718******9

Cancelled by airline (not by me). I asked for refund from eDreams, they wrote to me on 16 June 2021:

"We would like to inform you that as checked booking with concerned team would like to inform you that going to update bank details as well as going to raise refund for P********W for 428.84 EUR so would request you to wait for 3-4 months as its involuntary cancellation"

It is now end of 2023 and I still have not received the refund despite numerous emails reminding them of it.

When I booked with eDreams (booking reference: [protected] - Airline booking reference: VIPBFM), I paid for a 10kg "checked in" luggage. I was confused with this as Ryanair generally charges for " a large cabin luggage option". This was what I had in mind as I couldn't travel with a larger suitcase having to flight with different companies.

I only realised that I couldn't take my luggage in the cabin when I reached the Ryanair gate and I didn't have time to go back to the desk to drop off the bag.

Ryanair asked me to pay again for that luggage () which I find very unfair as I had already paid for the luggage with edreams.

Could you please let me know how I can get a refund with edreams or with Ryanair for one or the other fees?

Thanks in advance

Dear eDreams customer service,

I am writing to inform you that I have an unauthorized transaction on my PayPal account from your company.

Amount is $94.99

Invoice ID 991251dd-5f19-4ff0-abd6-c0163e8e1780 Transaction ID 25W684089Y528680A

I did not make this purchase and I did not receive any invoice or email from you regarding this transaction.

I request that you cancel this transaction and issue a full refund to my PayPal account as soon as possible. I also request that you provide me with a confirmation email that this issue has been resolved.

Please reply to [protected]@gmail.com with the status of this request and any further information you may need from me.

Thank you for your cooperation and prompt response.

Sincerely,

Aiman Alansi