eDreams
reviews and complaints

Dear EDreams Customer Service,

Please find below details of economy flight tickets purchased with EDreams.

- 2 passengers - Stephanie Codd & Tamsin Aguilera - (reference: [protected])

Flights with 1 piece of check-in baggage allowance (for both passengers) were specifically required and then selected during reservation process, however we discovered upon arrival at LHR for our first departure flight at the check in desk, that only basic economy tickets (without any baggage allowance) had been reserved with the airline (United Airlines) by eDreams, and that we would have to pay for any bags that we wanted to ‘check-in’ and put in the hold.

For our outbound flight. £52 was paid (receipt attached) so that we could check in one of our bags and take with us items that cannot travel in hand luggage.

For the return flight $80.50USD was paid.

As you can see, this basic return flight was mis-sold to us and so we now insist that the reimbursement of these luggage payments are made back to us immediately to avoid further legal procedure regarding this matter.

Regards,

Stephanie Codd & Tamsin Aguilera

[protected]@hotmail.com

I bought a ticket from edreams to a flight to me and my partner.

But some plans has change, so i wanted to cancle the ticket, and when i contact eadreams (even dough i bought an option to cancle for any reason), im getting only 20% of the ticket back. Even with the insurance that i payed earlier.

feeling kinda ripped off

The ticket was to Madrid on the 17-21 jun 2022

I bought a flight ticket on the website(28/3/2022) but I didn't buy any prime offer there. Unfortunately I find out the Edreams Prime was charge me 54.99 euro on my bank account on 8/4/2022, I received a bank text and just noticed this happen. I try to stop this payment due to I didn't purchase this but I can't get any help. It is very unfair and kind of cheating.

Very disappointed with this happened.

I made a booking for myself and 2 other family members for a flight from Toronto to Orlando on Mar 13, 2022. That same day, I cancelled my flights after speaking to their customer service team member who told me that I would be entitled to 100% refund which I should receive in the next 10 days. Therefore, I proceeded with the cancellation. Their website also advertised 100% refund if bookings are cancelled within 24 hours (which I did). I never received my refund 10 days later so I contacted their customer service again, they told me to wait more time. I spoke to multiple other agents who kept pushing the waiting period even further assuring me I will get my refund. Then, an agent said they will escalate my claim and I should get it in 5 days. 5 days later I got no refund. Their agent told me someone will contact me in the next 2-3 days. No one contacted me. Finally, their agent told me that she has re-started my claim process and to wait another 10 days for the refund. They are simply pushing the date further and further and wasting my time. They do not intend to refund me any money.

I am attempting to get a refund on an eDreams Prime membership fee charged after the end of a trial period which I have not used. This should be straightforward and easy but isn't. Even after cancelling the subscription there is no provision for obtaining a refund of the fee. I had to dig to find a 14 day withdrawal period provision with refund in the Prime terms and conditions.

Emails remain unanswered. Agents on the website with whom I have chatted to request the refund say that they have put a claim for the request, and that it will happen in 10 or 14 days but never send any written confirmation of the same even after saying they will. There are no reference numbers created or shared with me.

Luftansa cancelled my flight and offered me a full refund as the Airline has no openings after March 2022 for a rescheduled flight but the refund has to go through edreams from where I bought the ticket and then I contacted edreams about the refund and they said " bingo" ( ur not refunded) it is really sad to know how these people are baking their bread.

I took a flights with edreams, however, the aeroline changed our schedule and they cancelled one of flights.

Edreams didn't answer us about what happened and any response for that.

They didn't give us our money.

Anymore, I'm going to book a flight with them.

I cancelled a flight reference [protected] at the beginning of November 2021. I was told I would get a refund, this has not happened. When trying to contact eDreams I get told the line is busy or using their chat service gets no resolution at all. This company seems determined to make it very difficult almost impossible to contact them. They have stated that the airline has not refunded the money. As far as I am aware B A refund without argument.

Peter

Mrs Adriana Pearson

35 Mears Beck Close

Heysham

Lancashire

LA31UX

8 April 2022

Dear Sir or Madam,

I entered into an agreement with your company on 23/03/2022. At the time of purchase, as confirmed by your company via email that I had bought the flights specified below:

Don't have a smartphone? No worries, you can check your booking from a computer.

Departure 20 hours 35 min

Manchester to Curitiba

British Airways BA 1399

Airline reference NOABI9

15:55 Sat, 30 Apr

Manchester (United Kingdom), Manchester International (MAN) , Terminal 3

Duration: 1 hour 05 min

17:00 Sat, 30 Apr

London (United Kingdom), Heathrow (LHR) , Terminal 5

Aircraft type: 319 - Class: Economy

Connection: Change plane and terminal

Transfer duration: 4 hours 45 min. Check with airline for boarding time and gate.

Virgin Atlantic VS 7700 Operated by LATAM Airlines

Airline reference NOABI9

21:45 Sat, 30 Apr

London (United Kingdom), Heathrow (LHR) , Terminal 3

Duration: 11 hours 35 min

05:20 Sun, 1 May

Sao Paulo (Brazil), Guarulhos International (GRU) , Terminal 3

Aircraft type: 773 - Class: Economy

Connection: Change plane and terminal

Transfer duration: 2 hours 10 min. Check with airline for boarding time and gate.

Virgin Atlantic VS 7805 Operated by LATAM Airlines

Airline reference NOABI9

07:30 Sun, 1 May

Sao Paulo (Brazil), Guarulhos International (GRU) , Terminal 2

Duration: 1 hour 00 min

08:30 Sun, 1 May

Curitiba (Brazil), Afonso Pena (CWB)

Aircraft type: 321 - Class: Economy

Return 21 hours 15 min

Curitiba to Manchester

Virgin Atlantic VS 7820 Operated by LATAM Airlines

Airline reference NOABI9

20:20 Mon, 16 May

Curitiba (Brazil), Afonso Pena (CWB)

Duration: 1 hour 15 min

21:35 Mon, 16 May

Sao Paulo (Brazil), Guarulhos International (GRU) , Terminal 2

Aircraft type: 320 - Class: Economy

Connection: Change plane and terminal

Transfer duration: 2 hours 15 min. Check with airline for boarding time and gate.

Virgin Atlantic VS 7701 Operated by LATAM Airlines

Airline reference NOABI9

23:50 Mon, 16 May

Sao Paulo (Brazil), Guarulhos International (GRU) , Terminal 3

Duration: 11 hours 15 min

15:05 Tue, 17 May

London (United Kingdom), Heathrow (LHR) , Terminal 3

Aircraft type: 773 - Class: Economy

Connection: Change plane and terminal

Transfer duration: 5 hours 30 min. Check with airline for boarding time and gate.

British Airways BA 1404

Airline reference NOABI9

20:35 Tue, 17 May

London (United Kingdom), Heathrow (LHR) , Terminal 5

Duration: 1 hour 00 min

21:35 Tue, 17 May

Manchester (United Kingdom), Manchester International (MAN) , Terminal 3

Aircraft type: 320 - Class: Economy

Who's going?

Adriana Pearson

Age: Adult

Passport number: [protected]

Date of birth: 08-03-1980

Mark Pearson

Age: Adult

Passport number: [protected]

Date of birth: 14-03-1972

Sorry, you can't reply to this email, but you can contact us through the app.

I received a message stating that I would have a confirmation email with 20 minutes or 24hr maximum. I did not receive any confirmation for twelve days.

As the payment did not leave the bank, I have contacted Opodo several times and finally an assistant, via chat issued the e-tickets and proceeded with the payment of £1503,39 which was the correct amount for the flights requested, however the tickets issued only show part of the flights as follows:

Tue 05/04/2022 01:19

To:ADRIANA.[protected]@HOTMAIL.COM

BOOKING REF: NOABI9 DATE: 05 APRIL 2022 PEARSON/ADRIANA PEARSON/MARK FLIGHT BA 1399 - BRITISH AIRWAYS SAT 30 APRIL 2022 ----------------------------------------------------------------------------- DEPARTURE: MANCHESTER, GB (MANCHESTER AIRPORT), TERMINAL 3 30 APR 15:55 ARRIVAL: LONDON, GB (HEATHROW), TERMINAL 5 30 APR 17:00 RESERVATION CONFIRMED, ECONOMY (N) DURATION: 01:05 - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - BAGGAGE ALLOWANCE: 1PC MEAL: FOOD AND BEVERAGES FOR PURCHASE NON STOP MANCHESTER TO LONDON EQUIPMENT: AIRBUS A319 FLIGHT VS 7700 - VIRGIN ATLANTIC SAT 30 APRIL 2022 OPERATED BY: LATAM AIRLINES GROUP, LA 8085 ----------------------------------------------------------------------------- DEPARTURE: LONDON, GB (HEATHROW), TERMINAL 3 30 APR 21:45 ARRIVAL: SAO PAULO, SP (GUARULHOS INTL), TERMINAL 3 01 MAY 05:20 FLIGHT BOOKING REF: VS/EUNH2C RESERVATION CONFIRMED, ECONOMY (Q) DURATION: 11:35 - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - BAGGAGE ALLOWANCE: 1PC MEAL: BREAKFAST/DINNER NON STOP LONDON TO SAO PAULO, SP EQUIPMENT: BOEING 777-300 FLIGHT(S) CALCULATED AVERAGE CO2 EMISSIONS IS 500.63 KG/PERSON SOURCE: ICAO CARBON EMISSIONS CALCULATOR http://www.icao.int/environmental-protection/CarbonOffset/Pages/default.aspx FLIGHT TICKET(S) ----------------------------------------------------------------------------- TICKET: VS/ETKT 932 [protected] FOR PEARSON/ADRIANA TICKET: VS/ETKT 932 [protected] FOR PEARSON/MARK

CHECK YOUR TRIP ONLINE

CLICK HERE PEARSON MARK

Data Protection Notice: Your personal data will be processed in accordance with the applicable carrier’s privacy policy and, if your booking is made via a reservation system provider (“GDS”), with its privacy policy. These are available at or from the carrier or GDS directly. You should read this documentation, which applies to your booking and specifies, for example, how your personal data is collected, stored, used, disclosed and transferred. (applicable for interline carriage)

Reply

Forward

Multiple destinations

Sat, Apr 30 2022 - Sun, May [protected] days to go)

 Booking confirmed

Opodo booking reference: [protected] - Airline booking reference: EUNH2C

Manage booking



We are processing your cancellation request

Step 3/7: Processing your request

Details



My discounts



Trip details



Check-in request

These are your check-in bags



Manchester - London

2x bags



London - Sao Paulo

2x bags

These are your seats



Manchester - London

No seats selected



London - Sao Paulo

No seats selected



Don't worry. You can choose from available seats at the airport

This is your hand luggage

See allowance info



Manchester - London

2x Hand luggage included



London - Sao Paulo

2x Hand luggage included

The above term(s) constitute an essential part of the contract and to date this has not been fulfilled. I am requesting your company to honour the contract within 14 days from the date of this letter. Otherwise, I will have no option but to cancel the contract without incurring penalties.

Therefore, I would request a refund of any costs incurred arising from your breach:

1. £1503,39 total price of the flights.

I look forward to your response within the 14-day deadline in order to resolve this matter amicably.

Yours faithfully

Adriana Pearson

We are waiting for 9 months for the refund of the cancelled flights. Since July 2021 the status on the app says: Request pending airline authorisation.

Trip 1) Zurich-Moscow 23.07.21 with Swiss, return 24.08. Saint Petersburg-Zurich via Amsterdam with KLM.

Trip 2) Zurich-Saint Petersburg via Amsterdam 01.08.2021 with KLM, return 08.08.21 Saint Petersburg- Zurich via Riga with airBaltic.

Please look into it and proceed with the refund.

Thank you.

Kind regards,

Mark Pepperday

Lyudmila Demidenko

Hello,

I've notices that you charged me for two trips on which I didn't go and the funny thing is that I didn't book anything at all. One trip was to Barcelona which was about £36 taken from my account without me knowing and most recent trip was to Madagascar which was about £59, money were taken from my account without me knowing and without my authorisation What I found strange>

Could you please cancel all future charges without my confirmation and refund money for those two trips which I wasn't booking.

Kind Regards

Marijus Savelskas

I bought a Ryanair flight ticket on edreams last week the 2nd of april. I checked in on edreams application. Yesterday the app said "my ticket would be generated and send by email". Today it says "none of my boarding passes could be generated. Contact the airline".

I tried to give my reservation to Ryanair on their application, they respond they don't find this reservation...

The reservation number is H5446L, the email used is "alice.[protected]@free.fr". My daughter's flight leaves today, the 6th at 18h45 from Charleroi airport.

She is minor, she can't solve anything on her own at the airport.

Thanks for RESOLVING this issue QUICKLY!

On the 3rd of April I bought 2 tickets but I was charged twice.

The first time, I bought the tickets and when it took me back to the main page it crashed and nothing happened, nor I had any confirmation email so I tried again a bit later and that second time I received an email confirming my flights. However, when I checked my bank account I was charged twice. Therefore I would like your help to get a refund for the first payment as I can’t do it on your website, nor the app, because I didn’t receive any reservation number. I tried calling but I cannot get a hold of you since I wasn’t given any booking reference, I emailed but did not receive any reply. I’m not sure if this happened because the page crashed or if I was charged twice on purpose. Either way I would like a refund of the 1st payment, 90€ is a lot of money and I would have never bought the tickets for twice the price. The invoices were sent to you via email ([protected]@gmail.com)

In March 2020 I bought 4 roundtrip tickets (myself and family) to go from Indonesia to USA on 12-May-2021, returning 27-Jun-2021. According to Turkish Airlines, I could leave the ticket unused to become an "Open Ticket". This was explained in the Terms and Conditions of the tickets (attached), and it was mentioned that I had until 31-March-2022 to define my new travel dates.

I started calling eDreams on 3-Feb-2022 to define my new travel dates and all they said was "please wait 48 hours for confirmation". This kept going for 2 months without any actual feedback or confirmation. I got fed up with this service, and called Turkish Airlines to see if they could do it directly. Turkish Airlines told me that they couldn't do it because there was a problem with my ticket:

1. eDreams didn't add the "titles" of the passengers (Mr., Mrs., etc) and for that reason they couldn't issue the ticket.

2. There was a name mismatch in the booking: One of the passenger's name was apparently "LEO" and not "LEONARDO". In the booking I made (see attached screenshot), I mentioned "LEONARDO", and I don't have any other fields to mention a different name. This was a problem caused directly within eDreams.

During all this time that I asked them to fix the names, to add the passenger titles, etc., eDreams eventually said the airline rejected the request, without giving further explanation. I asked them why, and they said the dates were not valid. I told them they were, as per the T&C's and showed them the T&C's (also attached). They just rejected over and over. I asked for refund and they told me it takes "3 months or longer". Basically I'm stuck now with perhaps not getting my refund, and not being able to use the tickets because I'm past the 31-March deadline.

I have flights with eDreams coming up in a few weeks that I need to rebook. For some reason I am unable to do this online and am trying to get ahold of someone to help me, though the flight rebooting service, that I payed for, doesn't seem to really exist. Please keep your end of the bargain or I will be hiring a lawyer.

On the 7 January 2022 I booked a flight from Cape Town to Durban via eDreams website with a price of 2090 ZAR. However upon filling my credit card details 5400 ZAR was taken from my account. I immediately cancelled the flight and requested a refund. The refund has not been paid yet and we are already in April. The chat robot claims my refund was paid on the 12 February 2022, but this is not true. Therefore I would like to get my refund.

I was meant to take a flight on 27th December to Dusseldorf from London Heathrow but was unable to due to a change in Covid regs in Germany. I contacted eDreams and a voucher was arranged with British Airways for the value of my flights, £360.08.

I haven't received a voucher code to be able to use the voucher though. I contacted eDreams and was told I would need to contact BA direct for the voucher code. I did this and was told by BA that they weren't able to share information with me on eDreams behalf as they don't have a partnership agreement with them. I have been unable to contact eDreams since. The Chat bot has no answers for this scenario and the phones are always busy.

Booking ref - [protected]

We booked flights with them, we paid for them. A few weeks later, we got an email saying that important changes were made to our flights and we had to call them. We did and they said that the airline had changed the departure time of our return flight and that they couldn't get a connecting flight in our only stopover destination. Edreams then confirmed that they will send to us alternative flight arrangements via email but we only got sent the same initial email asking us to call them.

This process happened 5 times.

When we finally call them and don't hang up until getting a satisfactory answer 4 days before the fly out date, they said they will give us a refund because they couldn't find an alternative connecting flight and we had to stay and pay for a night or more in stopover destination from our pockets until a flight became available. We said we couldn't do this because we had booked and pay for everything for two weeks in our destination (and we could see flights available online, although more expensive than original booking price)

All the operators we spoke to had limited English speaking skills and kept asking us, please help me I don't know what to do, now we left it too late, we can't book a more expensive flight and we can only give you a refund.

We escalated the issue to the manager at Edreams on the same phone call today, they said they will call us back in 4 hours. We are waiting. In fact, we have been waiting for weeks and still don't know how we are going to fly back home...

I have made a reservation with Indigo Airlines through Edreams and it was cancelled by Indigo on 27th October 2021 due to flight change. Indigo airlines has refunded the amount of 180.8 euros on 29th October 2021 and confirmed the same on twitter, Facebook and has also given refund transaction number. It has been more than 4 months and the Edreams is still saying today that they haven’t received refund amount from Indigo and above that the customer service agents are very rude. I have all the proofs provided by Indigo, but I don’t know what to do? Or how to escalate? Can anyone please help to escalate this on higher level?

I pourchased 2 airplane tickets on the 26th march 2022 for Montréal/puerto plata I receved no confirmation e-mail with the référence number.

My crédit card was still charged.

I urgently needs to speak to edreams représentative to help me with this issue, I have tried to use the support phone numbers but they cannot help me as I do no have the reference number, some of the emails I sent to the suport are indésirable. please send me the confirmation émail with my ticket. I dont no its a fraud?