eDreams
reviews and complaints

Edreams is not the the dream you expect it to be. Customer service is horrendous - first of all they asked me to sort out a name ammendment myself (just an error in name). I had to ring the airlines to find out that it was not my job but actually there job - figures (btw I paid for an international toll for that). I messaged them again and was told to wait 72h - didn't hear from them. So I messaged them on the 72nd hour - was told it was gonna be treated as an urgent matter - found out they waited another 72h to email the company. Messaged edreams again - you know what? i was promised someone would ring me or email me - guess what? none.
Now, I am at my last straw. Messaged them to follow up as someone promised to ring me for an update. Stupid agent told me I wasn't professional anymore. Well? tell me would you be professional if they made you empty promises, broke trust and made a fool out of you?

If i could give a negative review, I will!

At august 2021 I made a reservation with eDreams for 3 passangers, with departure at 2021/10/29, from Lisbon to Faroe Islands. I couldn't make the check-in online so I contacted eDreams. Edreams confirmed my reservation and told me they had a problem with the nr of the reservation. They gave me other reservation nr and told me that it was all needed to do the check-in. We live at Faro. We traveled from Faro to Lisbon airport to take the first flight and we were not accept at the airport's check-in. I contacted again eDreams and they confirmed again the reservation and gave me the electronic tickets numbers to give at the check-in. Despite that, once again, the airline didn't accepts us at the check-in. There we were inform by the airline (AirFrance) that our reservation was canceled by eDreams an the refund was made. Until that moment (the moment we tried to do the check-in at the airport) we didn't had any information about cancelation neither about any refund. Edreams didn't gave us any solutions or justification. They just told us to make a complain in their site. We didn't had any chance to make our travel. We also lose the reservation for the first night at Paris, and for the firts night at Faroe Islands, we lost our flight back from Amsterdam to Faro (a different reservation), we had to make a reservation for a room at Lisboa (we didn't had a place to stay at Lisbon or a transport to comeback to Faro at the same day). After this, we asked eDreams the reservation refund and the refund of all the expenses we would have if eDreams worked properly (650€). A few days later they refund our reservation but they didn't pay answer the other expenses. They didn't even gave us a answer. We were victims of the bad services of eDreams. We lost our travel and money. Could you helps to be refund from eDreams our expenses? We have all the documentation to prove this information. Thank you.

Where to start with this Company and their culture of blatent disregard for customer service bordering on fraud.
I booked two return Wizzair flight to Lanzarote via Edreams as the price they quoted was cheaper than booking direct. Without any prior permission or notification the price doubled from £300 to over £600. (October half term) I only realised this when I later received my bank statement.
Wizzair subsequently cancelled the return flight without explanation which meant I had to cancel the outgoing flight as we couldn't get back to Doncaster Airport.
Wizzair charged me £100 cancellation fee as Edreams had booked my return flight as 2 seperate bookings for some reason, resulting in me having to instigate the outgoing flight cancellation
I received no response to any of my many calls to edreams questioning this.
Wizzair confirmed that they had refunded over £500 to Edreams.
Since that time I have been through hell trying to even make contact.
I have now had numerous 'nonsense discussions' with a robot, many supposed live chats promising a 'response within 72 hours', I was eventually allocated a ‘Case Number by edreams then 14 subsequent emails ignored.
Having read reviews this is not unusual more like ‘Company policy'
I cannot believe that more reputable companies like Skyscanner allow them to be promoted on their site. The review site Trustpilot has allowed over 800 detailed negative reviews to be suppressed on technicalities. Positive reviews without any detail obviously (imo) supported by edreams are allowed without any checks. This tends to provide credibility until you look more closely
In contrast 648 of 660 detailed reviews via ‘Sitejabber' are totally negative.
AVOID AT ALL COSTS

Como miles de personas, hoy es mi turno de ser estafado por edreams. Compré mis boletos y necesito ayuda urgente para reclamar el monto de mi reserva, ya que me figuraba un precio y cuando llego el monto en la tarjeta me cobraron el doble!. Su sitio web está lleno de números de teléfono que no funcionan y correos electrónicos que no responden. El sitio web está lleno de información falsa inexacta con respecto a las políticas de sus clientes. Después de investigación, pude ver que han sido muy multados por publicidad falsa y cargos telefónicos excesivos y un servicio al cliente excesivamente deficiente. Han pasado muchos días que intenté contactar con ellos y no he tenido noticias de ellos, envié correos electrónicos a varias direcciones de correo electrónico diferentes que pude encontrar en la web. Es evidente que algunos de sus empleados navegan por blogs tratando de ponerse al día con su reputación. Algunos de ellos están aún más preocupados por actualizar las páginas de facebook de edreams en lugar de simplemente ayudarme, parece. Sin embargo, parece que alguien siempre está ahí cuando surge una queja para disculparse y ofrece escribir un correo electrónico a su atención al cliente y dirigirte a una web para hablar con un robot, que nunca llegas a la respuesta y solucion solicitada. Agradecería mucho que no me ignoraran. Si proporciona información falsa y / o ignora a las personas, está cometiendo fraude. Incluso si dices que no lo sabías (pobre de ti) después de miles de quejas, ¡lo sabes!

I booked a flight to travel on the 19th of August 2021 from dublin to Lagos, I made a change to my flight date with ticket fee difference of 120 euros, this flight was cancelled 3 month later and edream didn't get back to me until called to make an enquiry and the funniest part, edream claims the the difference in price of ticket i made when changed my flight to travel on the 3rd of January is service charge and not refundable.
Am waiting for the full refund of 654 euros to include the difference in ticket price of 120 euros. If my money is not refunded fully, I WILL SUE YOUR COMPANY

On November 3rd I purchase three tickets from Cleveland Ohio to Las Vegas Nevada through eDreams on Spirit Airlines the purchase price was supposed to be $460 when I checked out they took $693 off of my account as soon as I saw the charge I contacted Spirit Airlines and they canceled the flight and issued a refund to eDreams for $693 well actually $722 now I cannot get eDreams to release my refund I'm going to sue your company

Hello, I made a booking, [protected], on the 27.10.2021 and I still haven't received the invoice, although we selected we wanted an invoice and we wrote all the details as attached.

I booked a trip from Miami to Madrid for December. I paid extra money for "free cancellation for any reason", after that I received an email that the airline cancel one part of the trip, so I requested my money back. They returned 50% as a airline voucher, where is the rest of my money? Customer servicer never answer, I email, called etc. This company is a fraud!

we used edreams to book flights from Melbourne to Cairns and return. I wanted to extend our holiday and tried to contact edreams to change the dates of travel. I had enormous difficulty getting a response from them and the opportunity to change our flights to another discounted fare was lost. we also purchased seats at the exit row at an additional cost. The airline changed the aircraft type and our seats were no longer at an exit row. After computer based "chat" and no resolution and agent rang me. She rang at midnight and after I confirmed how much it would cost to change dates I enquired about the additional cost for seat allocation that was now not honored. The agent said I could fix that at the airport. I know that would not be correct and advised her of this, she then hung up on me saying she couldn't hear me.
The airline has subsequently cancelled our booking and edreams has applied for a refund in August. I cannot get any information from them through computer chat and they advise they cannot ring me as they are too busy.
Booking ID [protected]

Hi

I have booked my flight from Vancouver to Edmonton and back from edmonton to vancover between between Oct 14, 2021 t oct 17, 2021. I had cancelled my flight within 24 hours. The edreams website said that i had to talk to the airlines directly so i asked airlines and they sent me a refund of $98. The refund had to go through the 3rd party which is edreams. I had been contacting edreams for the refund. Neither i am receiving any reply nore any email confirmation. Upon talking to one of the customer service representative 7-8 days ago, she said that i'll receive an email within 2-3 days which i never did. I had a very poor experience with bookings with edreams. I feel like i have been robbed for the flight refund. I wanted to ask when i will get my refund otherwise i will be taking this matter to the court. I have the email confirmation the airlines about the refund and i also have the call recordings for the customer service representative who told me that my refund is in edreams account and will be released soon with an email confirmation. Also, i wanted to ask you guys, why do you steal money like this? you guys should be charged against fraud and i will make sure to bring this matter legally. I have been suffering alot because of the service provided by the edreams. It was horrible.

Booking number: [protected]
email: [protected]@gmail.com

Hello, I would immensely appreciate your help with getting me my refund, promised by eDreams on 23 June of this year.

Here are the details :

eDreams ref : [protected] ;
United Airlines ref : [protected] ;
also ref United Airlines : 35C84H ; also res # JELQ3C

On 20 June, 2021, I reserved a ticket for a one-way flight on 29 June 2021 from New Orleans to Nice, France. Paid 1278.46 euros.

21 June, telephoned United Airlines to know cancellation policy. UAL approved refund if I cancel flight. With United Airlines approval, I phoned eDreams the same day and requested cancellation of ticket and refund through eDreams.

23 June, received email from eDreams : "Airline has approved refund, and we await your refund in cash … airlines take up to three weeks to refund. We will inform you once we have received your refund"

30 June, received from eDreams 16.30 euros. What is that?

16 September, called eDreams, spoke with Francis Vittorio. He contacted United Airlines. Said I will receive refund within 5 to 7 days.

5 October, called eDreams, spoke with Salif. He says I will receive refund within 5 to 7 days.

13 October, called United Airlines. Agent said they never got request for cancellation from eDreams. (YET, eDreams emailed me on 21 June to say UAL approved refund).

13 October, called eDreams, spoke with Aastha. She says will ‘escalate' the matter. Says wait 48 hours. Says they will call me.

14 October, received email from eDreams : "The flight ticket you have purchased is a non-refundable ticket." This, in direct conflict of the email of 23 June stating "Airline has approved refund, and we await your refund in cash…airlines take up to three weeks to refund. We will inform you once we have received your refund".

14 October sent email to eDreams customer service to explain problem and demand refund that was approved by United Airlines on 23 June.

14 October received email from [protected]@contact. edreams.com : "Thanks for contacting eDreams… ask for your patiences while we manage this unprecedented situation"

27 October, called eDreams. Spoke with Isle, got cut off, called back, get Indian guy, who says call the airline.

27 October, called United Airlines refund dept. Said never got refund request, call eDreams.

I HAVE WRITTEN PROOF OF REFUND APPROVAL BY AIRLINE SENT TO ME ON 23 JUNE 2021. eDreams has now stolen my money and are committing fraud.

I booked a ticket via eDreams a year ago from Moscow to Islamabad. Unfortunately, the flight got canceled and I was lured in by the eDreams agent to request a refund instead of booking another flight. It has been a year now and the refund has not even started processing. I am not even able to contact a real person now all my calls are handled by a robot. I cannot think of a way out of this mess.

email address: [protected]@gmail.com

Hello edreams, i have a booking reference [protected] it was canceled and I'm waiting for the refund €1, 024.74. Then I booked another one last Oct 29 (malta-Philippines) the payment was completed (opodo prime €823.19) and (aeroflot russian airline €639.32 pending) but I never received any confirmation email. Here's my email address
[protected]@gmail.com

I booked a return flight to Vienna (dep.: 31.07.21, arr.: 04.08.21). After taking the outbound flight I needed to reschedule the return flight to 09.08.21. To do so I used the eDreams app that referred me to the UK based call centre.

I called eDreams on 02/08/21 at 11:17 (call duration 48 min) to make the said date change request. The eDreams agent said this was possible, placed my request and informed that eDreams will contact me within 24h to complete the date change/charge any outstanding difference.

After no reply within the indicated timeframe, I called eDreams again on 03/08/21 at 11:05 (call duration 1h 2 min) follow up on my request. The agent told me that such a request takes 48h (as opposed to 24has indicated to me initially) and that I will be contacted by eDreams to finalise my date change. I received an email on 03/08/21 at 20:18 (screenshot attached) to inform that the change will cost 29€ and that I should call the eDreams to complete my request.

I called eDreams on 04/08/21 at 9:20 (call duration 1h) as per the email instruction. The agent informed me that the change is being processed as "urgent" and I will be contacted within the next 4h. Because my flight departed at 17:30 I told the agent that I was concerned because this is 4h prior to the original return flight departure and means that I will have to miss my flight before a date change is arranged. She told me "Not to worry, a member of eDreams will contact you and you will be able to change the dates". Because a retrospective date change sounded unlikely to me, I asked SEVERAL TIMES to clarify whether I should miss my flight and wait for eDreams to contact me, to which the agent replied with "Not to worry, if you miss your flight today you will still be able to change the dates of your return flight". I then asked her to confirm the phone number eDreams have on record to ensure I definitely receive the call.

Again, I did not receive any correspondence within the 4h timeframe, so I called on 04/08/21 at 16:24 (call duration 9 min, 1h prior to original departure). The agent told me that he could see that my request had been made urgent and that will receive a call back within ca. 30 min to complete the change. This did not happen, so I called on 04/08/21 at 17:30 (call duration 27 min), because at this point I had missed my original return flight. After checking the records, the agent told me that a date change request was not possible because the request must be made 72h prior to the departing flight (again completely different to 24 and 48h as indicated to me in previous calls). I was very disappointed for being completely mislead and asked to process the date change as an exception as promised in my previous communication. I was told this was not possible and that an eDreams attempted to call me with no reply - this is factually not true.

I was refused a refund due to misinformation by eDreams agents and even active encouragement to miss my flight through which I incurred extra costs. Upon my request to speak to a senior agent I was told to make a complaint on the live chat/website after which the agent abruptly ended the call.

On 06/08/21 I contacted the eDreams via the live chat to make a formal complaint about this issue. eDreams chat agent suggested that I was called by eDreams on 03/08/21 but did not call back on the same day - which, as previously mentioned, is false. The agent told me to call a number to arrange the date change, which I no longer need because at this point, I had already had to book a new return flight after the date change was declined. I was then asked to make a formal complaint ticket on the Help Page, and that I should expect a reply within 21 days at latest.

I created the ticket on 09/08/21 but apart from an acknowledgement have not received any response in the said timeframe. When contacting eDreams to follow up via chat and on the phone - they could not indicate when/if I will get a reply.

I booked a return flight with edream from Kuala Lumpur to Langkawi on Oct 31, 2021. First flight with air asia and second with malaysia air. I was charged twice for each flight. One charge from air malaysia and another from edreams. Tried to get in contact with edreams and said my first flight is cancelled but no refund. They said I need to contact the airline yet the charge is from edream, not air asia.

Booked ticket from yyz (india) to del (india) to vga (india) for 10 may 2021, booking ref : [protected] due to flight ban airlines cancelled the ticket, since there is a ban I couldn't able to fly del (india). So airlines marked as no show at del (india) and closed my case. How can that be possible. How can I travel to del without any flights, and I immediately requested refund once flight ban is announced edreams said it will 90 days, it been 6 months I am still waiting for the refund. I ve contacted airlines was saying tell travel agency to contact us directly. I ve reported the same to edreams they were saying we are not able to contact the airlines. I am calling them everymonth still there is no update. This edreams stole my money.

Booking reference [protected]
Wizz air cancelled our flight to Malaga
I contacted Wizz air for the refund but I think the money has been refunded to edreams: Pasted from wizz air reply

'Regarding your inquiry for the booking CYTWXS, we would like to confirm that the amount (97.48 GBP) has been successfully processed to your original payment method - bank credit card (XXXXXXX1507) on 26.10.2021'

Please forward the refund due to my payment method credit card. Paid 7/9/21

I have contacted Edreams over 10 days ago to try qnd rearrange my return flight which I originally booked for the 30th October at 6.05am. I have requested that this flight is changed to the 2nd November and I have given edreams examples of alternative flights I could take. I was told I could do this with the insurance I purchased when I booked through yourselves.
I have now lost count of the number of phone calls I have made to edreams to try and have this resolved. I am repeatedly told by customer services that it will be resolved within 24 to 48 hours and that I will receive a telephone call back to confirm a new booking. It is now nearly 24 hours until I am due to board a flight I cannot take and I have still not been booked onto a different flight. Nobody has ever called me back to discuss this matter and I am now feeling incredibly stressed, anxious and upset about what is going to happen.
Your customer service and genuine care for your customers does not seem to exist as nobody has responded to my request. I want someone to take responsibility for my request and respond ASAP. I feel so disappointed and frustrated with the service you have provided. I now expect a speedy response from somebody who can competently deal with my request imminently.
Mr Cherif Belaid

So, I've bought a ticket Zagreb-Bergamo-Zagreb few months ago for my sister. And ticket had been paid by my debit card. I've provided my account data as I always do when I buy this kind of stuff. Fast forward 2 months later I got an SMS from my bank that 50 sth EUR have been withdrown from my bank account by Edreams Prime Barcelona. I'm sure I've never confirmed that I want to be member of Edreams Primes nor I gave an authorization for this money transfer. Edreams is using our bank account s data to earn some extra money. It is so sad and hedious. I've contacted Costumer Protection Office in Croatia and I will try to contact EU authorities. Questions regarding Edreams gray zone practices are already publiclly asked by members of European Parliament and I will do my best to alarm authorities about Edreams taking money from EU citizens and vioalazing their privacy.

Booking ref. [protected],
Last 4 digits of credit card 2436..
For the last 4 days I have been desperately trying to change a flight from florence to oslo and I am ever so sorry I booked with you because I find that your service is nonexistent
I called your assistance phone number [protected] and after waiting on line for over an hour your agent told me he was going to direct me to a specialist area.

After another 45 minutes all I got was a bot that could not comprehend

I then received a phone call from a man that only spoke german and he hung up on me.

All I want id for the flight from florence to oslo changed from the 14.30 departure to the 6.25 departure

I am prepared to pay any cost difference...

Is this too hard to do?

Please call me on +39 [protected]

Thank you

A very disgtruntled client