eDreams

I had the first part of the flight delayed due to the flight 1 hour late than ruined the whole trip, changing journey from several hours a day to 24 hours without any help from tour operator to pay for overnight accomodation as a result.

It was impossible to sort anything out with the tour operator, who initially lied to us to go at night to the airport and contact the airline desks directly stating they work 24/7, only when we did nobody was there and nobody cared to help us, the next operator stated that ticket can be changed to some other one with another airline and gave the option except I had to fly first leg of the journey and try to sort it ( with luck maybe in the connecting airport ) when I checked the flight on the Skyscanner this was with another airline flight option so actually this was a total lie to get us off the back!

Only after my husband had to press for several hours to change the flight and eventually cancelled the tour operator became a little bit more cooperative but that took serious effort on our part!

But the amount of misinformation it took and lies to just get rid off the person in the COVID time where plans change quickly and tour operator representatives are passive aggressive on the phone most of the time. The eventual refund was issued hovewer it is 120 days to wait to receive it!

But that is not the full story I am currently changing the second leg of the journey and going through the same story again - currently the flexible British airways ticket is no longer flexible and nothing can be changed or cannot be cancelled.

On the first attempt to talk to the tour operator I was told to wait 72 hours which i did and when I called nothing was sorted only to have the whole process yet again and this is when I was told that its not possible to change the dates on a flexible ticket anymore and its not possible to cancel it either.

After leaving bad review on trust pilot i had some pointless emails from edreams that said dates i want are not available to rebook, on replying and requesting any dates in October i have received reply there are no dates in September! The next emails were advising to contact airline directly, when contacting airline directly they referred me back to edreams and said nothing can be sorted out by them. My flight is today.

A complete scam of the company. It is the worst experience I have had ever!

I am dealing with exceptionally stressful situation of the father critically ill with covid in hospital and this is making my travelling experience even more stressful!

Dear Sir/ Madam,

I am writing to you to raise an issue with Travel agents at eDreams on August 17th, 2021. Here is a description of what happened:

20/03/2021:
• Confirmation of first reservation through eDreams (reference number [protected])
• Trip from Lisbon to Brussels on the 17th of August 2021 at 16h10 (Brussels Airlines SN3816, airline reference T39A86) and return (Brussels Airlines SN3819airline reference T3PP29E)
• Cost: 99, 91 euros

20/03/2021:
• Confirmation of second reservation through eDreams (reference number [protected])
• Trip from Lisbon to Brussels on the 17th August 2021 at16h10 (Brussels Airlines SN3816, airline reference T3Z2OC)
• Cost: 86, 31 euros

29/07/2021:
• Booking update of flight departure time to 19h35. Confirmation update of the new reservation (please find attached e-ticket numbers [protected], [protected], respectively).

17/08/2021:
• We were denied check-in at the Lisbon airport, and we were told our e-tickets were invalid (e-ticket numbers [protected] and [protected]).
• We called eDreams and were told that both tickets were canceled, and a refund was being processed. We were never informed of this cancellation, nor did we give permission for this to be resolved through a simple refund of the payment made on the 20th March 2021.
• There were no available seats on the flight we initially booked through eDreams and therefore we were unable to travel to Brussels as planned.

We made several other calls to eDreams on the morning of 18th August 2021. Edreams confirmed that there had been a problem on their end (i.e. they recognized that this was their error, with recordings of the call available). Despite this, when I asked them to book me for the next available flight, I was told that this was not possible as a refund was already being processed and that I would have to book new flights, at an inflated price. The inflated price was 315.40 euros, more than the original price of the flights we had originally booked.

Importantly, at any point were we informed of any cancellations, refunds, or changes to our trips. As previously stated, we were sent booking confirmation emails which confirmed that our reservations had been made, together with e-tickets with a travel itinerary. That is why we were so shocked to be told at the airport that we had no tickets to embark on our flights to Brussels. As a result of this, we had to call eDreams multiple times, incur more travel expenses (105 euros return) as well as new covid tests (85 euros x2) and book new flights (315.40 euros). On top of this, we missed professional commitments.

Maria Maio

I have similar stories to other who were duped by eDreams.

We searched online for flight tickets and eventually I found flights on eDreams what seemed cheaper that other travel sites.

We search and selected flights and tired to pay the displayed price on screen but on paying an increased amount of over 10% was charged on top of the purchase price displayed on screen. Cost as per screen shot below was to be ZAR38 747, 20 but ZAR42005 was taken from my account.

My booking reference was [protected]

I accidentally purchased a ticket for a month after my travel date and i have a flexible ticket. There is no possible way of contacting them i have tried everything i can and if I don't change the ticket date it's of no use to me and i'd be wasting 300$

They have chat bots everywhere and no possible way to contact them

This is my booking reference [protected]. I'd like
To move back my flight

reference number is [protected]. I bought tickets for three people from Montreal to Calgary, round trip, for four days, August 24th to August 28th. I was paying 1853.76 for the 3 tickets. I have a pdf of the payment confirmation I got on the day I made on the purchase, showing that the amount was indeed 1853.76 CAD. One week later, I discovered that I was charged twice on my bank account, for amounts of 1853.76 and 850.43, separately. I was charged an extra 850.43 WITHOUT my knowledge and approval. I went to check the page of flight details, the total was up to 2704.19. I contacted customer service twice. Once by text, I was told that it was due to currency difference. I double checked, all transactions were in CAD in the proofs that I kept. Second time I called, and the quality of the call was horrible. I couldn't hear what the person was saying while SHE HEARD ME PERFECTLY. I managed however to explain my situation. The person made me wait, came back to me 2min later, pretended not to hear me, and HUNG UP. All I want is to be refunded the extra 850.43.

I bought a flexible ticket for additional $8.32
eDreams booking reference: [protected]
I tried to change a ticket and an agent said will call me back in 48 hours and never did.
I called again and the agent hang up when I try to get money back for this service.
I need money back for the flexible ticket $8.32 since the agents can't do the service.

I signed up for a free trial to book a trip and forgot to cancel before my trial ended - my fault. So I am trying to make use of the benefits for the rest of the year.

However, as I am looking into booking tickets again I am finding that the benefits and discounts offered for my $60 do not exist. I can easily find the same fares elsewhere without paying a subscription.

This appears to be a clear case of misrepresentation. What am I missing? I would rather that the membership I paid for offered some benefit, but if it turns out that I paid $60 based on misrepresentations of what you can offer I will search out every avenue of recourse

20-AUG-2021
Booking: [protected]
I've called eDreams yesterday regarding a change on my flight. I called more than 48h before the flight to make sure there was time for a change.
I've travelled directly with this airline many times and never had a problem changing a flight before.
eDreams then informed me that there was no problem and they will call me in the next 24h to give me option changes.
They didn't call. I called them back and they asked me to pay almost 400 EUR more as a fine for changing the flight, something the airline doesn't charge.
eDreams asked me more than what would cost to directly buy a new flight with airline. They clearly haven't asked for the change when I called them and when they decided to do it was too late.
I felt they didn't look for my rights and were unable to give me a solution when I knew if I had bought the flight directly with the airline this wouldn't have happened.
Unfortunately, I will never be able to work with them again.
Also, in all calls, they asked you to do a quality survey at the end and this time they didn't give me this option because they knew I would rate them badly.

Hello i just take a reservation form edreams and i didnt receive my confirnation email from few days so this is my refrence id :[protected]
My email: [protected]@gmail.com
I need help plz

I bought 2 tickets from tel aviv to zurich and added 50 usd for "flexible flight". When i contacted them the service provider to change the date of the return flight she said they wont change it, didnt explain why and hung up. Ive waited hours and hours on the phone but no one answers. Facebook and their site only provide an stupid bot that cant help. Ive also emailed - nothing.

I want to report eDreams who are not applying for a refund from AirFrance on a ticket that I've been stopped to travel on, my booking done by eDreams on the 9th July 2021, and I was told in the middle of the night, 23h55 that I cannot board the flight. The reason given is that with my South African passport I am not allowed to fly over France (from Kenya to USA, transitting via France.  Flight Booking reference 2068764, Ticket/document nr [protected] edreamsref: [protected] and Air France ref UPK8YP).  1. Air France informed us that eDreams must request for this refund regarding the refund of document number [protected] as eDreams did the booking.   And my feeling is that it seems that there are different ways that eDreams can apply for this refund, using one of the Waver codes as contained in pages 9 and 10 of the document from AirFrance, i.e. for instance Waver Code IRG COVID19.  And I am aware that the flight was not cancelled, but because I have a South African Passport I was not allowed to travel in transit via France.And the online service did not have the option at that late stage to change the flight booking. My mom and dad booked the same route via Pentravel - they experienced the same problem.  And Pentravel applied for a refund and Air France refunded them.  Therefore, my feeling is that there should be no reason why I cannot be refunded?

2.Although eDreams customercare department  stated that I can rebook my ticket under Booking nr 2068764, this is not possible - I've tried that and it does not work.  I need to do a booking very soon from USA to Indonesia, Jakarta in the very near future.  This booking number that eDreams customercare supplied does not work (it is my old booking reference and the system does not recognise it).  I cannot reuse the old information i.e. I am now in USA and therefore cannot use the old booking to do a route from Kenya as per my original booking as I need to travel from the USA to Idonesia. And not from Kenya. I am no longer in Kenya - I am now in America and I cannot use the old route - I already had to pay for an emergency ticket when I was originally refused boarding. And this number  is not recognised by eDreams online booking system.  I've tried it on the app.That's probably the reason why Air France states that the booking agent should apply for a refund as it seems that the booking is done via a website OPODO

Will you kindly, assist in getting a full refund from Air France? Currently I need to do a booking from USA to Indonesia.

Kind regards

Lizel Amanda Birkenstock
birkenstock.[protected]@gmail.com

Date of the incident: 15 August 2021 at 6:30 pm Halifax, NS time
eDreams booking number: [protected]
Email: [protected]@yahoo.com

Throughout the past 20 years I never faced such a problem during online booking of airplane tickets, this is the first of a kind I encounter with ca.edreams website.

Incident description:
After comparing the prices of the return ticket from Halifax to Toronto, I find the best price on ca. edreams.com. The price including tax for one person is 181.00 CAD, but was to good to be true. After I filled up the information on edreams website and reviewed the total price of the tickets including taxes and fees at 724 CAD, I confirmed the purchase.
To my shock I have received an email confirming the booking but showed a charge of total amount of 834.49 CAD, how on earth can a company charge you extra without your consent.
The booking reference is [protected]

So a company can show you a total amount during booking then overcharge and change the fees after the actual booking!

This is completely unacceptable. therefore we have taken picture of the price on edreams website immediately after receiving the email and trying to talk to an agent without finding solution to the problem. Here is the price on edreams showing the date and time of the booking only 40 minutes from I had booked the ticket. In addition I have been trying to send email to their price guarantee email account which was in vain as it was failed to deliver.

The company makes empty promises that if you find a lower price within 24 hours of ticket purchase, they would refund the difference, yet the emails you send fails to be delivered to the email address they provided.

I am asking simply a refund of 110 CAD which has been overcharged to my card without my consent and to keep your promise to refund the difference if I find a lower price on other website including fees and services.

Attached the price on edreams website at the time of purchase, and the price of the ticket on same route, same airline, and same flight number, same dates on another website within 1-2 hours of our tickets purchase.

Also the email communication with edreams customer service which did not offer any solution to my problem.

Just refund the money you overcharged without my consent. You need to show what you charging during the actual booking not after the fact.

I had a round trip flight from Los Angeles to Valencia (eDreams booking reference: [protected]), with cancellations in both the outbound and return flights.

The outbound flight was: Los Angeles -> Madrid -> Valencia (07.20.21).
The flight from Los Angeles to Madrid was cancelled, and a new flight was booked a day before (07.19.21) without giving me any options. Additionally, my connection flight was not adjusted. I tried to contact eDreams multiple times without success, by chat and by phone. They tell you that they can only solve changes in booking by phone, but they never pick it up. When they do, after over an hour of waiting time, they send you to 'another department', where the waiting starts again. It is impossible to contact them, and the system seems designed for it. I have read complaints of people waiting 7 hours without success. This is immoral and not fair to the customer. Contacting the airline does not help either, since only eDreams is allowed to manage your booking.

In the end I had to stay in a hotel to get my connecting flight the following day. Fine. Even if they should have covered for the hotel I decided it was not that big of a deal. The big deal came on the return flight though.

I had my return flight (08.15.21) via London: Valencia -> London -> Los Angeles. My flight from Valencia to London was also directly cancelled, this time without any other flight being booked and of course no alternative offered to me. A refund was issued (at least) but again I could not reach them to ask for an alternative flight.

Since the flight from London to Los Angeles remained operative (see picture attached), my only option was to book another flight from Valencia to London to get to the second flight. Although the status of the flight was ok in the eDreams booking, when I arrived in London however, I was denied boarding by the airline because I did not show up as a passenger anymore. The airline could not do anything because that was the competence of eDreams, and I was no longer booked for the flight, even if the eDreams webpage said so (I was also not notified by any means about that change). The airline could not book me back in as only eDreams was allowed, and they could not contact them either. I had to buy a new flight from London to Los Angeles right there, since I could not even get out of London because I was supposed to be just on transit. This of course cost me more than the total original trip (1174.07 GPB or 1635.04 USD, see invoice attached).

I request a refund for the extra flight from London to Los Angeles that I had to buy, at a much higher cost than expected (see invoice), which depleted most of my savings. It is the least they can do for all the trouble I experienced. I will not even ask about the issues on the outbound flight and the hotel I had to buy, but please do compensate for the extra flight.  

Thanks for your understanding
Saray Soldado Magraner

I have booked flights for ten people for a return trip to Prague for May 2022.
This booking was made on Wednesday 11th August 2021. These were made over two bookings, references are:

[protected]
[protected]

The entire amount for both outward and return flights has been taken from my bank account. I then received a 'confirmation email' on Thursday 12th August 2021 stating that the outward flights (Stanstead to Prague) were confirmed, however the return flights (Prague to Stanstead) were declined. A phone number was given to contact. When trying to call on the number an automated message was given stating that they were only dealing with bookings nearer the current date and then was hung up on.

The 'chatbot' on their website does the same thing - when asking to be put through to an agent, because the booking is far in advance they would not connect me to an agent. I have also emailed 'customerservice-en@contact. edreams.com' twice, with no response, and tried an alternate number of [protected] which they state is their complaints line but also cuts out as my booking is too far in the future

Despite being declined, no further information of the money, even for the return flights has been sent to me.

See attached photo of attempt to talk to the online chat bot which states unable to as trip far in advance. See attached photo also of email stating return trip has been declined.

I require a full refund as currently the full amount has been taken from my bank account without a return flight confirmed. I am worried if I cancel through their website they will deem this as me cancelling which will mean I am not due any refund.

I paid R10 000 for 5 people to fly from Johannesburg to Cape Town and back and due to the strict regulations of Covid 19 I had to cancel the booking. When I contacted them today they told me they could not refund me at all due to the fact that the airlines only paid them back a small amount for cancellation. WTF?

I will not leave it here!

I will expose them of fraud.

My name is Adesina Osunkoya. My flight was cancelled by the airline since March 11, 2021. My booking number is [protected]. I have been calling your customer service for the past four months now, yet my money have not been refunded back to my account. I contacted the airline they said they have already refunded the money back to your company but edream have refused to refund my money to me.
I will be very grateful if you could look into this for me and let me know the update on this issue.
Thank you for your usual cooperation.

I booked a flight from Thailand to Indonesia through eDreams I'm being charged twice. I was being charged from when I booked my flight and then being charged again 3 weeks later! What is going on with this company? Still not getting my refund because it's impossible to get a hold of a real person on the line, eDreams is such fraud! I will never do business with this company again.

Edreams booking reference number: [protected]
Aer Lingus Case Ref: 5366842

Four passengers:
Arhur Nolan
Colm Nolan
Ryan Nolan
Stuart Porter

Dublin, Ireland > Leeds Bradford, United Kingdom.
Airline reference(s) 2UGIKW
06.25 Saturday 09 May Dublin (DUB), Dublin.
07.40 Saturday 09 May Leeds Bradford (LBA), Leeds Bradford.
Aer Lingus EI3390
Operated by Stobart Air

Manchester, United Kingdom > Dublin, Ireland .
Airline reference(s) 2SBUP6
21.45 Monday, 11 May Manchester International (MAN), Manchester.
22.45 Monday, 11 May Dublin (DUB), Dublin.
Aer LIngus EU213
Operated by Aer Lingus

We were debited €326.41 from Arthur & Laurna Nolan's credit card on the 14th February 2020 for these flights.

Edreams have been giving us the run around all this time.

We have very little email contact with them, and they are not responding to us at all now.

At best they have kept saying (on the phone) we have been refunded €266.76 (this is less than what was given to them, as they have taken out their standard service charges, which is a cheek seeing it was us that got onto Aer Lingus to chase up the refund to them, and they would not and did not do that!)

This monies was allegedly refunded to us on the 24th Dec 2020, we have on numerous occasions sent them confirmation of bank and credit card statements to show them the transaction has not come through.

Please is there anything you can do to help us here.

Edreams Reservation number: #[protected]
Flight ticket was reserved on 16-July, for flight Athens-Chania (outbound 21-July-2021, return 24-July-2021). Payment was done via internet banking (iDEAL, via ABN AMRO bank). Payment has been charged twice in my account, also confirmed by the bank. Two payments appear in my bank account, with the same e-dreams reference number, one timed 01:38 and the other 01:45 on the same date (16/07/2021). The bank confirmed that the iDEAL transactions are guaranteed, meaning they are processed immediately, and once paid to the recipient they cannot be revoked by the bank. So only the recipient can issue a refund.
I have called numerous times to the edreams customer "support" numbers, each time wating for 35-60 minutes on hold (These are international numbers, so one can only imagine the costs incurred on my phone bills already, just for this case!).
On the first instance, the edreams representative reassured my that these are not confirmed payments, that they have only received one payment, they have only issued one invoice, and that they bank is only holding the second payment, and it will be automatically released back to my account automatically by the bank within 48 hrs. Of course, none of this happened.

After several further attempts, another edreams representative provided an edreams email address where I should send them copies of the bank transactions showing the double payments. I sent the requested documents the same day (10-August-2021). (Note that there have been several other attempts to resolve this in the meantime, but to no avail. ) I was ensured that if the documents confirm the double charging, the case would be processed within 24-48 hrs max, and I would receive an immediate refund for the second, incorrect payment. I was provided with a "task number (#5391391") supposedly from their "finance department", that I could (supposedly) use to track my case.
On 13-August-2021 I called back again, they still claim that they don't have the money, and I should check with my bank. Again I explain the situation, the previous discussions, the evidence I had already provided, again they claimed that they couldn't do anything. I mentioned the "task number" they had provided, from their "finance department", but they claimed that they had no visibility to what other departments are doing, and I should just wait for another 48 hrs (for what exactly?) with no clear explanation or justification.

I have been going in circles with this company and this case for nearly a month now, and these constant hour-long international calls to them have been costing me a fortune.
I would like to resolve this issue as soon as possible, and for this I request a refund of the incorrectly charged amount.

I received a notice from airline that my flight was cancelled on 5 Aug 2021 and the airline agent informed me to contact edreams to get the refunded as my booking via edreawms. I didn't receive any email from edreams that my flight was cancelled and therefore I cannot process the refund procedures. I only know that flight one more day later. I press the refunded requested on 6 Aug 2021. Until 13 Aug 2021, the refund status for my booking in the e-dreams site is only at step 2: "processing you request" meaning that my requested haven't sent to airline yet. The next step is request sent to airline is still outstanding. For similar case, I booked another flight through another website, the refunded requested process very fast and already under the step 5: Request pending airline authorization.

Besides, my booking no:[protected] was overcharged by e-dreams and I have compliant to edreams on 28 July 2021 but no one contact me. Who can help me to get back HK$10k?