eDreams
reviews and complaints

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?

Hi,

I am organising a stag do for May 2022 and have booked 10 me passenger return flights through eDreams. I have done this as an initial booking of 8nr people then had to book a further set of flights for 2nr people.

Over 24 hours later this is still listed as ‘pending' on the app. The money has left my bank account. I have since received an email saying I have made a duplicate booking and need to cancel one of the bookings. I tried to call but upon getting though was told ‘they are dealing with flights closer to date' by an automated voice and hung up on. Two attempts at talking on the online chat bot resulting in waiting 30 or so minutes for an actual operative (not automated) then told they were all busy and it disconnecting.

I appreciate this trip is still 9 months away but as I am organising for 10 people in total I want the flights confirmed so I can then hook accommodation. Having read online I am worried no booking has actually been made hence why still pending?

I just want to be able to talk to an actual, Jon automated, person to discuss this, explain I haven't duplicated a booking as I need all ten flights and to find out when the booking will move from ‘pending' to ‘confirmed' but it's impossible to contact anyone?

Booking references:
[protected]
[protected]

Having read some of the stuff online about eDreams now I am worried that these will remain pending, money having been taken, and that no flights will be approved. Please can someone help as if unable to confirm I need to arrange elsewhere!

I booked two flight tickets at ~5:40 pm ( July 29th, 2021) through eDream (from EUG to BNA). The booking reference is: [protected]. Due to personal reasons, I cancelled the flights at ~5:30 am ( July 30th, 2021). The airline is Alaska airline which offers 24 hour free cancellation. I cancelled my flight only 12 hours after the booking. I contacted Alaska airline. They said my free cancellation was no problem and let me contact eDream. eDream doesn't provide contact phone numbers. I googled whole day and night and got several phone numbers. But none of them works. I received an email from eDream this morning said my tickets were non refundable. This is absolutely not true. I confirmed Alaska airline. They do offer 24 hour free cancellation to all kind of tickets. I am here writing to seek help to get my hard earned money back. Can you help me? $282.4 (two tickets) was drafted immediately from credit card. I hope I can get my money back.

My wife and I did not research this company (Like so many others) who were scammed before us and are now paying the price.

After a few minutes of research, (Hours spent trying to reach them) I could see that they have been highly fined for false advertising and excessively poor customer service.

My wife and I have been trying to reach this company for days. They will not take our call and we are unable to make any changes to our flights. They will not work with you unless your flight is 14 days away. (Completly unacceptable as this is for our wedding, and we need to plan it without worrying about being scammed by a travel agency)

I went through my credit card company who Edreams gave a false phone number too for contact information it seems. Using their website for information is almost impossible.

After my research it seems clear they could not care less about their customers and will take their money however they can. With so many negative reviews and no changes, that is the only conclusion that can be drawn.

As far as I am concerned they are providing false information and flat out ignoring their customers.

At this point, I am about to call my credit card company and dispute the charge as fraud since it does not seem like they are an actual company with people working there.

I have never been so upset and dissatisfied with a company, and certainly never been so blatantly ignored by a company I gave thousands of dollars to.

Who know

I booked a flight on the 1/7/21 from Belfast to Aberdeen on the 15/9/21.
I received an email from edreams on the 5/8/21 asking me to contact edreams as Logan air informed edreams off a significant change to my flight. I found out that this outbound flight is cancelled.
I have tried 3 times to get through to the booking team and I am left on the phone over two and a half hours.
Mr Adrian Gray
adrian.[protected]@btinternet.com
[protected]

Dear Sir/Madam,
I have made a reservation with edreams on the 6th August But I have received an email that the payment was declined.
Ever since, I have tried to contact edreams (phone/Chat/facebook/instagram) but nobody answers!
I want to know how I can make another payment for the booking. Or if the booking is canceled and I have to make another one!

Horrible booking service! Better hope nothing comes up because even though they advertise that they have a cancellation policy up to the day before your trip while you are booking, it's mediocre customer service. They'll cancel but they won't refund you or let you change the dates of anything. You will loose all the money without being given credit at the very least. They are false advertisement 100%.

Do not book with them!

I purchased tickets to fly on a specific day and time. The purchase went through I received a email pending my flight I booked. I then get another email stating confirmed different flight and flight time that I never choose or authorized. Then after I receive a email stating a refund will be issued due to their mistake of bags and seats charges only. Seriously? I am still waiting to connect with an agent which takes hours with no luck. I've email multiple times with no response.

I was supposed to take a flight on the 7th of July but it was cancelled by the company, so I called eDreams and another flight has booked for the 6th of July.
Everything was confirmed and when I went to the airport to take the flight, I was not allowed to take the flight because I was informed that I couldn't make the connection to Spain because they were accepting only Spanish citizens. Even I being Portuguese citizen.
So I missed that flight and I had to buy a new, and much more expensive ticket.
Since that day, I'm trying to contact eDreams by phone and online chat box, but nobody answered in both channels.

Reference number: [protected]

We booked a flight to Viena. Edreams site first showed a price of 800 for 2 people and upon payment it switched to 1500, and we had already hit the payment button! How is this possible? Total scam, fraudulent company. We immediately cancelled the flights and started the refund proceedings. Now of course everything is being made difficult for us, and we are still due 1000 of the 1500 euros (Austrian Airlines, one way amsterdam to viena, on the 23rd of July). Can you please be correct, and refund us?

Upon me wanting to use my return leg (5 tickets for my whole family) from Amsterdam to Cape Town, I was informed that my tickets were cancelled. They said I have requested this?!?! It turns out eDreams cancelled it nd asked for a refund... the airline was Emirates (Emirates completely helpful and willing to help - eDreams stalling from their side with everything)

I did not ask nor authorisedd ANY cancellation or refund.. I intended to use the tickets!

I found this out approx a month and a half before the ticket dates... been trying since to get this corrected..

eventually eDreams said my refund ws authorised and it would be in my account.. they said max 10 days twice now.. forst one came and went.. other one after another back and forth all the time every day..influencing my work etc.. have cme and gone

This is 5 tickets were talking about.. not just one.. ive saved up for this! I dont have the money to purchase 5 tickets again - a one way is as much as a return! as such we re currently stuck here.. my kids needed to be back in school in south africa!

the impact of this is now becoming too much! they need to ne held liable! my kids are missing school!

We are going night to night to from one bed to another! Our rent ehre is up.. I planned everythting! my rent is paid in advance in SA... but we are not there!

Please help and make these bstds pay! They must be shut down imo!

I booked a flexible ticket with eDreams so that i can change my flight dates in case of emegency and i paid extra money for that. Now i want to rebook my return flight to Berlin on 24.08.2021 and i can't do that because eDreams say that it should be done through the Airlines company which is not true because the Airlines doesn't even have my PNR to change the booking.

All i need is that eDreams gives me my PNR so that i can change my Flight date

eDreams is the worst company i've dealed with to be honest. Worst client service ever!

Booking ID: [protected]
Flight Reservation : Q7W1MC

My flight was cancelled in October 2020(10/2020), and I kept enquiring about the refund with eDreams. Eventually on 10 February 2021, 4 months later, the refund process was only started by eDreams.
It is now August 2021 and I still have not yet received my refund. A total of 10 months since my flight has been cancelled, or 7 months since the delayed refund process was started by eDreams. Far more than the promised 3 to 6 months.

I phoned the airline and gave them the airline booking number, to which they responded that they already processed the refund in December of 2020.
This means that eDreams has been sitting with my refund since December 2020, for 8 months, but fail, or even dare I say, refuse to refund me, even though I am entitled to a full refund.
They are doing this to thousands of customers.
Millions of dollars used to roll the company's cashflow and gain interest on the money of customer's refunds being delayed. I lost so much potential interest that I could have gained on that amount of money.

This is absolutely atrocious and unethical.
No customer service is offered. Call center numbers reroute me to an automated system that just states that my refund is being processed. I am unable to get in touch with a human agent.
None of the emails I sent get any replies, except for automated replies stating that my refund is being processed. Same tune for the past 10 months, and still no results.

This is my second last avenue. The last resort is for my legal advisor to get in touch with eDreams as well as all the other customers that are being affected by this, gather their information as well and then take this matter further on a larger scale.