I sent Edreams three emails with no response for the following issue I experienced. Am shocked this is happening. Below is a copy of the email I sent. In a nutshell, Edreams are collecting credit card details for bookings on line & confirming the booking. While in fact, for many airlines on line purchase is not available if you are not a national of that country. Misleading and false advertising plus is it legal to collect CC details when they are not applicable to your purchase?
To whom it concerns,
I am still waiting a response to the below complaint. Please respond to this email with a status update by Thursday the 4th March.
--- On Tue, 2/23/10, Celine <[protected]@yahoo.com> wrote:
From: Celine <[protected]@yahoo.com>
Subject: Formal Complaint
Date: Tuesday, February 23, 2010, 6:42 PM
To whom it concerns,
I have a serious complaint in relation to your on-line booking system, in particular, your payment method verification process.
I am currently in Brasil. Three of us booked flights via your website for an internal flight within Brasil. During the booking process ( via the Brasilian edreams website) I was prompted for my credit card details which was verified successfully. My colleagues ( via an Australian edreams website) were prompted for their credit card details which was verified successfully, furthermore my colleagues account was debited the cost of the flight.
THERE WAS NO PROMPT OR WARNING TO INDICATE THAT OUR FLIGHT WAS RESERVED, not confirmed.
I have travelled South America for six months and I am used to looking at payment method confirmations and reservations. If a flight placement is being reserved, you prompt the user that it is being reserved at time of booking and DO NOT prompt for credit card details entry. This is how it works with all the other sites. Your site, accepts and prompts for Credit Card details...which is invalid since as I understand it you request a fax confirmation of payment or bank transfer. Hence this is false and deceptive advertising or lack of an IT team. It is not appropriate to send out an email with a disclaimer mentioning that you need to further provide additional details in relation to payment. Why would I think that you would prompt me for payment details online, accept and confirm it and that I would then need to provide you with further information?
Since my flight was fully booked when I called to verify booking, I have missed my flight to Rio and my friends wedding.
I would like a detailed email explaining why your system does not verify nationality & hence inform the user that payment is not possible on-line. I will be taking this further unless I get a reasonable explanation.
Please confirm receipt of this email and please confirm when & who will be addressing my complaint.