eDreams
reviews and complaints

I booked a flight for 3 passengers from Lisbon to Mexico City. Ref. [protected]
Because of Covid related issue I asked for a change from 4th Feb to 8th Feb.
From Mexico City I need to book a connecting flight, hotels etc..
After 1 month Edreams tell me they haven't yet even assigned this to one of their agents.
Air France tell me that for them the change takes 48 hours max. But they have to wait for eDreams.
1 month!
Their chat line told me my request is not considered urgent enough!

Hi there,

I purchased two return tickets from Athens, Greece to Chennai, India with eDreams. EDreams booking reference: [protected].

The outward journey was from Athens to Kuwait [via Turkey] with Pegasus Airlines at 09:30 on the 31st of December 2021. First flight number PC 1192, [Athens to Istanbul] then flight number PC 858 [Istanbul to Kuwait] Airline reference: ETKNA6

The next part of the journey was from Kuwait to Chennai with IndiGo airlines. Airline reference: SL644M

However, when my companion and I arrived at the gate at Athens airport to take the Pegasus Airlines flight number PC1192, we were told that we could not get on the aircraft as there were no transit flights allowed through Kuwait.

'But I was sold this package deal transiting through Kuwait by eDreams, ' I stressed many times to the staff at the gate. They assured me over and over again, that there were no international transit flights allowed through Kuwait.

Imagine my shock and outright disbelief when I found out that eDreams had sold me a package deal that was impossible to use and that I and my companion could not get on the airplane.

I have been travelling for 34 years, since my first trip round Europe as a nineteen year old and I have never experienced anything like this. It is totally irresponsible to sell a package deal through a country that is not allowing international transit.

Even the airline staff where surprised we had been sold a ticket through a country not allowing international transit. It really is unbelievable. EDreams should be completely ashamed of this behaviour and be profoundly apologetic.

Our trip to India had taken a lot of planning and we had scheduled visits in Chennai, Tirupathi, Kanchi and Sringeri in connection with an international ashram project we are undertaking - all of this was immediately put in jeopardy.

The next few hours were incredibly stressful as my companion and I tried to evaluate what had just happened and what we could do to rectify the situation and how to save our trip.

In the end, rather than cancel our whole trip, I purchased ANOTHER ticket from Athens to Chennai, this time with Qatar Airlines, leaving just a few hours later at 12:40, 31st December, 2021.

The cost of this new ticket was 1, 371 euros and I fully expect this figure to be reimbursed by eDreams.

Even though we now had a valid ticket to India, our troubles did not stop there. Because we were taking a different flight to India, our PLF for India was no longer valid and we had to fill in another one at the airport.

This was incredibly difficult and stressful and in the end, we had to get an exemption from Qatar airlines [sic] as it was too difficult to fill in the PLF form and upload all the documents, on the phone, in the time available.

The whole morning was a complete nightmare and was a direct result of a breathtakingly irresponsible policy from eDreams to sell me a ticket I could not use.

So, I would like two things:

1. eDreams to reimburse me for the tickets with Qatar airlines, which cost 1, 371 euros and

2. Some form of monetary compensation for the very stressful situation my colleague and I found ourselves in through no fault of our own. It is completely unacceptable to do this to people.

Regards, Andrew Boyle

PS Please let me know if you require further documentation in addition to what I have added below.

Good evening ma'am/sir, My name is Ana Alekisio and I am writing this letter about my request for refund but i haven't received it. On Thursday 20th January, 2022 I was book our flights to Dunedin from Auckland and there was 9 of us. Edreams was only taking $207 from my card and the reasons why I wrote this I am complaint because I have already message Edreams that I want to refund back my $207 to my account but they haven't do it. Please can someone advise me about my refund I want my money back. I am very upset because of this me and my families has to stay because my money is not enough just because how Edreams deducted $207. My email address is [protected]@gmail.com. Please don't get hesitate to contact me via email about my case please.
Kind Regards,
Ana Alekisio

You sent me a message for a return flight with easyjet ref no [protected]. Easyjet have no record of my booking. Please reply by email to [protected]@hotmail.co.uk NOT by txt - I do not have a 'smart' phone. Booking date thursday 20th Jan 2022

On 25/12/2021, I booked a ticket through the EDreams platform. The ticket price was $ 216, 37 (around 192.00 euros) and included additional luggage, for a total weight of 55 kg (2 bags). Onboarding, Sun Express told me that I paid only 70.00 euros, which does not include extra baggage, so I had to pay 160 euros for 16 kg of luggage, which according to their considerations, would be unpaid. However, I showed them the ticket and the correct confirmation of the additional baggage (received from EDreams). They told me to contact EDreams. I tried to get EDreams, as their Customer Service represented by a robot does not answer, but only gives you the answer options for which programmed. Hence, you have practically no human interlocutor. So I had to pay 160 euros, even if I had already spent euros 65.00 on the additional bag.

Booking number: L7AF2G

eDreams booking reference: [protected] - Airline booking reference: 5NZZHQ.

I was advised that the balance of my refund will be made within 30 days under EU Regulations ECS261/2004.
To date I have not be advised of that position or advised when refund will be forthcomomg?

Dear Sir/Madam
Reservations Nr: [protected]

I have bought a ticket from Amsterdam to Krasnodar and back to Amsterdam.
Via Pegasus Airline but flight back from Krasnodar via Pobeda Airline they didn't allow me to fly to Istanbul. They don't carry foreign citizens just Turkish or Russian citizens can.Why you sold me such a ticket and now I bought another ticket via Pegasus to fly back to Amsterdam.
It is not my fault therefore I want my refund from eDreams to pay me back.

Kind regards,
M R Jamshidyar

The airline French Bee canceled our flight due to a global epidemic Corona, Covid 19. They only handle refunds from those who booked with them directly.
Because we ordered from eDreams, they refer us to eDreams company.
The matter has been going on for a long time.
One directs us to the other. We're asking for our money back.
For a company $ 600 may be a negligible amount, but for us it is an important amount.
Our flight was canceled by the airline.
This is also listed in the order status on eDreams site.
To date we have not received a refund.
Order WKCMPU by French Bee.
Reservation No. [protected] by eDreams.

My daughter in law was due to fly home to Malaysia on 8/1/2022. The flight was booked through eDreams. It had already been changed when she got covid, but her pcr came through positive at midnight before her flight at 0925 8/1/2022. From midnight to 3am I was using a mobile phone, a landline and the app to try to contact an agent at eDreams to help me with the flight. Finally at 3m Rahul connected with my request via the app. I explained the situation that she could not fly and asked to re-schedule the flight. He told me there were no flights available to re-book onto IN THE WHOLE OF JANUARY. He said all he could do was cancel and he could not guarantee any refund because I was informing them so late! I explained again and again the test result only came through at midnight and I had been three hours trying to contact an agent. Seriously, I was stressed and the agent was horrid. At one stage he said to me 'Is she getting on the flight or do I cancel?'' I asked him for a transcript of our chat and he told me he could not provide that. All I could do was to cancel the flight in the hopes I could secure a refund due to the positive PCR. It has been ten days and I have heard nothing from eDreams. I emailed the positive certificate at 3am on 8/1/2022 and have had no response. I called again today, was on hold on the call for two hours and again connected with an agent via the app in that time. MANAL CHAKIB told me ''don't worry, we'll fix this''...Then proceeded to tell me to wait for an email and that was as much as they could do for me! I have emailed the certificate again to the same email address with an email complaining about the poor standard of service and lack of response. I await a reply. The whole situation is beyond disgraceful. I had to pay for a second flight to get my daughter in law home and I have no idea about the refund. I will never use them again, never.

Our flight was canceled by the airline.
This is also listed in the order status on your site.
To date we have not received a refund.
Order WKCMPU
No. [protected]

Hi everyone,
my problem with eDreams happened last Wednesday when I had to come back to Barcelona. On the 9th of October, I brought a ticket to go from Barcelona to Santa Cruz (Bolivia) and back. The way to Santa Cruz was scheduled for the 8th of December and it was full of stops and had to go from Barcelona to Zurich, then to Sao Paolo with Swiss Airlines, and then to Santa Cruz with BoA. This was scheduled to go on the 8th of December. The way back was scheduled for the 12th of January and I was supposed to go from Santa Cruz to Sao Paolo with GOL and then do a connection to Frankfurt and Barcelona with Lufthansa. The problem occurs when the 12th of January I show up at the airport and am told that GOL does not flight to Bolivia since 2020. So what happened is that eDreams sold me a ticket for a plane that does not exist and that is called fraud.
I needed to get to Barcelona urgently because I have to take exams and needed to be here, but on that day there were not any other flights to Sao Paolo, meaning that I lost all my connections for that day. I had to sleep one night in Santa Cruz and had to buy another ticket for flying as soon as possible because the eDreams customer support is appalling, and couldn't do anything.

My flight was cancelled so I requested a refund.
It's been almost 2 weeks since then,
and the refund status is still "Prosessing your request - Your request is currently processed and will soon be sent to the airline."

I contacted the Aegean Airlines and they say I have to contact the travel agency to get the refund.

I've tried to chat with the Edreams chatbot, but that was no help I could get.
So I decided to call them. I've tried Spain number, France, England, Us and Germany. I couldn't contact the human customer service at all. After the automatic messages it says I'm not a prime member and automatically ends the call.

The booking reference is : [protected]
Airline reference : K369C4

Please help I want to get the refund. What should I do?
I would never book a flight with Edreams again. It was a mistake.

I booked the flight from Mumbai to Lima and received the booking ref number [protected].
It show the the booking is in process however i confirmed from Air France that there is no such booking amount received by edreams and it is cancelled.
please update the status without fooling around and refund my entire amount.
I will wait for 24hrs to complete and then will go Court to complain against edreams.

Hi, Russ Orr here.
While booking a Flight scheduled initially for Fri 14th Jan 2022 -to Queenstown, an error occurred which changed the booking of the first flight to the following Sat 15th. The connecting flight was still scheduled for Fri 14th Jan 2022.
My vehicle booking also remained scheduled for Fri 14th(pick up Queenstown Airport)
I tried the 'manage my booking' site, but was blocked from altering the booking. I tried ringing the supplied phone contact, but after 40 minutes on hold I realised I would have to cancel my booking, or otherwise I may lose my refund due to the 24 hour time constraint regarding flight changes.

You will note that the amount paid NZ$601.03 is priced at the highest refundable price.
I was contacted by email to say that flight ticket 5WKMNI IS non-refundable.

Yours Sincerely
Russell Orr
Cell: [protected]

My airline ticket was cancelled on April, 2021by the airline . Air refunded it back to EDreams, now we are January 2022 and yet not refund received.
I don't know how long more should I wait for my money $812.

I booked my flight on Nov 30th 2021 (eDreams booking #[protected]; Porter booking# D3YQKV).

I found out a couple days later that the concert I was planning on attending was cancelled - so I cancelled the flight I had booked on December 1st 2021. I cancelled through the Airline as I could not do it through eDreams (refund/cancellation process is not user friendly or helpful). The airline (Porter) accepted the cancellation and refunded my money. Once I received the refund invoice I notice the card that the amount was refunded on was not the same card I had provided when booking the flight through eDreams. I used my Visa card and the amount was refunded onto a MasterCard (I do not own a Mastercard).

I tried to reach out to eDreams through their Chat but it was not helpful and did not provide any answers. I then googled trying to find a phone number and none of the phone numbers I found are in service.

I would like to have the money Porter refunded back please.

I planned a trip to Spain in October and cancelled quickly after due to Covid and visa restrictions. Not only I have been waiting for 4 months to my refund (that is still pending) but I have not been able to talk to a single representative from EDreams all this time. I have filed several claims in this months and demanded to talk to a human being. But I have never received en answer, only automated responses that my refund is on behalf of the airline. After all this time is only fare that I get an apology and a full refund or a voucher or something.

I made and paid for a X2 return flight booking with E-Dreams (Booking number [protected]) on the 07/02/2022 to the UK. I have requested a full cancellation of the booking and don't receive any confirmation of my request.
Of which i have been sending on a daily basis. The website is ROBOT driven and when one does get an agent on their chat line they are not forthcoming with any satisfactory answers and leave you absolutely frustrated at their lack of resolve. All i want from them is a CONFIRMATION that my cancellation request is NOTED. What am i to do ? Please someone HELP !

EDreams promised me a year ago that I would get a full refund for a flight cancelled due to covid. The flight cost 2000$ and I have only recieved 845$ and still waiting for the rest.
The following is a response from eDreams promising to give m my full refund a year ago…

Dear Customer, First of all, we would like to thank you for getting in contact with eDreams. We apologize for the delay in our response and the inconvenience caused to you. Your eDreams booking reference: xxxxxxx, As per your reservation, we have already refunded the amount of 845.51 USD on 09th Sep 2020. Kindly check the same with your respective bank. Also, the refund request has been raised to the airline for the pending amount and the amount will reflect back to your account within 120 days starting from 01st Feb 2021. Kindly wait while we are working on your request.

Beware if this fraudulent company. If you care about your money don't purchase anything from them

Dear Customer Services
Re: Reference No: [protected]

I refer to a purchase I made via edreams on 29th September 2021 and for which a total of £221.99 was deducted from my account as follows: £113.45 debited directly to Easyjet and £108.54 to EDreams.

Prior to the fate of the flights, all incoming flights from the UK to Morocco were cancelled by the government of Morocco and as such I contacted Edreams for a refund and was directed me to Easyjet and WizzAir.

I was refunded £113.45 by Easyjet a few days after the cancellation and I made a number of calls to Edreams and Wizz Air for my outstanding refund.

With no joy from Wizz Air despite being told they would send my refund I focused my attention to Edreams whom my bank statement had shown the payment of £108.54 from 29th Sept had gone to.

Calls to your agents bordered on dismissive with the calls being cut off whilst I was waiting for a response. Finally I was able to speak with one of your agents who promised to initiate a refund as I had not had joy from WizzAir despite at the time being a EDreams Prime member.

On 25 November 2021, £67.33 was credited to my account by Edreams.

I again called your EDreams agents and after long waits in on the phone queue I finally spoke to someone of 6th December who told me they had technical difficulties and could not assist me.

I called again around the 10th of December and spoke to an agent asking why only £67.33 had been refunded out of my £108.54 payment to Edreams. The agent suggested that that was all the airlines had refunded and I then asked for a breakdown of what Edreams had deducted from my total refund of £108.54 at which point the agent for the second time when discussing my refund with one of your staff, cut off the call.

I find the underpayment by Edreams unacceptable especially without a clear explanation nor breakdown

What I would like
1. A clear explanation of why I have not received a full refund and a breakdown of any charges Edreams may have taken from the refund.

2. I look forward to a refund back into the card to which the payment was taken

I feel this is a reasonable request and to which I expect a response

Kind regards

Rowland Gordon
129 Tedder Road
South Croydon
Surrey
CR2 8AR
UK