eDreams
reviews and complaints

Ref: [protected]

I've been waiting on a refund for 2 months. I have been inconvenienced on 20 different times, I have been hung up on over the phone also.

I find it so ridiculous that a single person needs to follow up with a ticket issuer for such unprofessional level of service.

The company has agreed to issue a refund well then process the funds so end users whom have other commitments can move on also.

If edreams is not planning to place an Australian support office then they shouldn't be allowed to issue

Booking Reference: [protected]
Refund Request: #3227141

Dear Sir/Madam,

This email is in relation to not receiving my refund. My lawyer will be getting involved if this situation is not rectified promptly.

I purchased flights at the cost of 2788.71 EUR from eDreams website on 9 Feb 2020. The flight was due to depart on 7 July 2020. eDreams acknowledged my refund request on 9 July 2020. On the eDreams app, as of September 18 2020, my refund was labelled as 'Processed' (evidence below). On 22 September 2020, I received an email from eDreams asking for my bank details as a refund was due. I promptly responded with my details. On 29 September 2020, I received the exact same email to which I responded with my bank details again. On 7 October 2020, I received a similar email from eDreams asking for my details, however this time, they mentioned the refund amount for the first time, of 2759.80 EUR. This figure is 28.91 EUR less than the amount I paid when booking the flights. I, for the third time, responded to them with my details. At this point, I was under the presumption that eDreams was finally adequately dealing with my request, as the app said my refund was processed and they were asking for the bank account I wanted the refund to be paid into.

On 4 January 2021, I emailed eDreams customer service team. On my eDreams app, my refund status had now reverted back to 'Requested' (evidence below). It had been 'Processed'. eDreams changed the status of my refund without making me aware.

Initially, I was told by eDreams of a 90 day refund period from the date of the refund request. This 90 day period was up on 7 October 2020. As per the latest description on the app, refund periods can take 3-6 months. The 6 month period from my refund request was up on 9 January 2021. It is now 6 March 2021 and I have not received my refund.

Throughout all of my emails to the customer service team, direct messages on Twitter and chatting to the chat box on the app, I have not received any correspondence that was not an automated email response from eDreams.

On 6 March 2021, I clicked into the eDreams app to check on my refund status. I could no longer manage my booking and check my refund status. A blue banner stated that my case has been resolved (evidence below). It has not been resolved as I am still awaiting my full refund of 2788.71 EUR.

Tavleen Pabla

48 Sunnyhill Ave,

Derby,

DE23 1JQ.

05/03/2021

Contant No: [protected]

Dear Sir/Madam,

Policy no ORJ and Reference no: [protected]

I am writing you to make a complaint in relation to my holiday booked on 31/09/2020 going to New Zealand on the 14/10/2020, which was paid for on 30/09/2020.

I was not contacted by Edreams Travel agents or Qatar Airline in relations to my holiday dated the 14/10/2020, concerning cancellation of this flight. I believe that Edreams being the Travel agent and also Insurer of my Holiday had a legal obligation under the EU statue which cover holidays to notify me weather or not Qatar Airline had cancelled my holiday due to border restriction in relation to the Covid-19 Travel restriction in New Zealand and if Qatar Airline had cancelled or not cancelled due to the Travel restriction state above.

Throughout my contact with Edreams and all relevant parties in relations to my holiday, with getting clarity in relation to my holiday which cost me £1019.21, part of this figure represents the cost of my Edreams Travel insurance, under this insurance I am covered for cancellation of travel prior to commencement up to 5000 Euro, this insurance policy was taken out on the 30/09/2020 when I booked my holiday.

Under my Edreams Travel Assistance Insurance, I would like a full refund of my holiday which cost me £1019.21, there has not been full clarity of the circumstance by Edreams Travel Agent to do with my holiday weather or not Qatar Airline had cancelled holiday flight on the 14/10/2020 due to Travel restrictions, this information to weather or not Qatar Airline had cancelled was only available to Edreams Travel agent who had taken the payment for my holiday.

Over of this period of time I found this situation to be very stressful in not being given clarity of information concerning the refund of my money. I do not wish to escalate this problem and wish for a favourable outcome in the refund of my money

I followed your procedures throughout this process, I therefore give you notice that I expect a favourable reply within two months of this letter dated 05/03/2021 should there be no reply within the above time limits stated within in this letter, then I will be forced to bring claim against Edreams through the financial ombudsman.

kind Regards

Tavleen Pabla

I booked a flight in November of 2019. The date for the trip was October 3, 2020. The airline canceled the trip and I requested a refund on August 18, 2020. EDreams said it could take 3-6 months for the refund to be collected from the airline. I called several times throughout this period to check on the status and was treated with rudeness and dishonesty by incompetent representatives. It has now been more than 6 months and there is no resolution. EDreams stated they were waiting for the funds from Alaska Air but when I spoke to the airline they said no funds were paid by this company! My ticket was a total of $1030.35 and this will be repaid in full even if it requires a lawsuit.

Dear Sir/Madam,
I have bought a flight from Tipei to Hongkong and then from Hongkong to Instanbul and Tel-Aviv on March 26th, 2020.
Booking ref - [protected].
When arrived Taipei airport, there was a new notice that the Hongkong airport is closed to non-citizens due to Covid-19.
Therefore I was not allowed on the flight and obviously could not get on any of the other flights.
After several phone calls, Edreams infomred me that I will not get a refund due to "no-show" which is clearly not the case.
I will appreciate any help from your side on this case.
Best Regards
Inbar Lachman

Waiting for refund since May 8th 2020 for a family of 7. Trip cancelled due to covid.
Endless contact with eDreams to be told the same information has what everyone helped has said. Refund rejected. Priority case. Waiting on feedback from airline. I contacted virgin myself who have told me they have issued the refund and by now e dreams should have refunded back to me. I have sent eDreams a complaints form. No feedback. I have sent all emails from virgin to them with contacts should they be having issues. No feedback. I am my wits end with the whole process and the company and would like advise on how I can take this to the next level
Thankyou

I paid for return flights from Auckland to Dunedin on Sunday 20 September 2020 . I cancelled the Auckland to Dunedin flight scheduled for 20 December 2020 because the flight times were changed . I received that portion of the refund on 23 September 2020 . Original booking reference number
was : [protected]
In December 2020 I wanted to change my return flight from 2 January 2021 to 9 January 2021 . The airline, JetStar, would not move the departure date and informed me that I had to cancel the flight and rebook on my preferred date. Booking Reference GMNSXN
This I did and requested a refund from them which they paid in December .The problem being that the refund was paid to a e-dreams on their Mastercard . I contacted JetStar and they confirmed that the refund had been paid.
I however have not received any refund from e-dreams although they had the money since December . Please help . I think this is very poor service .

My partners return flight to mexico was cancelled due to the corona virus, we had booked this flight through e dreams . The flight was due to leave Heathrow on the 14th of August 2020 ref nakc4z . My partners name is Cristina Meza and was traveling with my 1 year old daughter Sophia Cooper, they are both with me in the UK still . Up until today the booking reference number was [protected] . i will explain that in a minute . Anyway after the cancelation we tried to contact e dreams regarding an open ticket that they had issued, so my partner tried to validate the ticket for a return flight in November the 26th 2020 but no matter how many times we contacted e dreams they pretty much told us the same thing ( you will have confirmation in the next 72 hours ) But never received it ! Every 3 days we would ring and be told the same thing . this was driving me insane, and everything about this situation was getting us down . One Phone call costing me over £20 ! The uk went into lockdown for November so would not have been able to travel . So i decided to quit with the open return ticket and go for a refund thinking we may have more success ! So since the end of November 2020 we kept sending emails to e dreams but have ignored all our requests, we have rang them on numerous occasions to no success of confirmation . Today i tried to ring again ... and every time you call you must put in your booking reference number, so i put in the number then went through the automated numbers to get me to the right place, then waited for someone to take my call, a young lady answered my call after 10 minutes, asked for my booking ref number and asked how she could help! I asked if she could tell tell me the status of the refund, she said ok ! but then put the phone down on me ! i was fuming as this has happened lots of times ! Of course i tried to call back ringing the same number and putting in the same booking ref number that i have used since August to find it doesnt work, i tried several times thinking i may have made an error but it was not letting me proceed ! the lady must have cancelled the booking number or something ! This is a major problem as we have no way now of getting through to customer services !or even being able to check status ! Is this Legal? ( one call i had with a young lady from e dreams ... i was explaining that i needed confirmation of flight for the home office as my partner is here past her visa . The lady got up walked away and started to chat with someone in her house, as she was working from home, she didnt hear or care to what i was explaining to her !) If it wasnt for the fact that the country ha been in lockdown i would have not had the time and patience to be dealing with this company . people will remember this from the lockdown . Regards Keith Cooper [protected]@hotmail.co.uk

I booked flights with eDreams to Turkey from London for April 2020. Unfortunately like everyone else my flights got cancelled due to the pandemic. Since then I tried following up with the team via phone to request a refund and the constant response has been that a refund request has been made but I am yet to receive a refund.

It has been 10 months since my flights have been cancelled and I am utterly disappointed and shocked at the rate of response from the company. The company does not send me any follow-up emails to provide me with a status and despite filing a complaint via online form, Twitter and over the phone, I have not got my refund.

I spoke to them again today and this time they are saying the airlines denied refund because tickets were exchanged but there was no tickets on their system. I have been waiting for such a long time and thinking to take legal actions.

I can't unsubscribe from your mail newsletter and its flowing with publicities I do not need. There is no link to unsubscribe, nowhere on your page can I see this function, and now only on this site have I met someone with my exact same problem, just for edreams to reply them that they removed him from the newsletter, instead of fixing this problem for everybody. So now I just write this in the hope that I will get unsubscribed too. Seriously, I am not travelling when there is a pandemic going on your capitalists [censored]s

I bought a multi-stop flight from eDreams on 11 December 2020 and never received any confirmation or cancellation email from eDreams. eDreams took payment for my flight and on 11 January 2021 eDreams charged me for PRIME service even though I do not have an account with them. I have called them but cannot speak to anyone at eDreams with a 10 digit reference code. I have used their chatbot KRIS to try to contact them but they never email me. I have used their FaceBook page but they have not replied. They contact my bank who are working to get a refund. It has been a total nightmare

Booked a ticket through edreams, can no longer use to ticket due to the U.K. being in national lockdown and travelling outside the U.K. is illegal at the moment. Contacted eDreams multiple times to be told there is a false cancellation fee from the airline, the airline told me there was so fee to cancel because of covid. They are telling me I paid £285 for my flight when I have proof I paid £569. I would like an offer of a full refund due to covid.

I have made numerous attempts to get a refund for a Ryanair flight that was cancelled in April 2020 due to the lockdown at that time, booked through EDreams with insurance  "cancel for any reason". In this case it was Ryanair who cancelled !Ryanair do not recognise the eDreams booking references. Numerous attempts to get past their online robot have proved to be mind numbing.
There were two bookings made in my name and that of Daniel Dowling and both charged on my credit card.
 Booking references are;  [protected] and [protected] 
Airline reference: Z8HZ3D  
Flight ref out: FR406, Flight ref in: FR407
There were five passengers on these bookings
Previous Correspondence:
john dowling
Sat, Apr 4, 2020, 1:48 PM

to com

Hi,
When I made these bookings I also purchased "cancel for any reason" and I now wish to cancel and claim my refund.
Just to clarify, these flights were intended to travel to Belgium and on to Spa Franchompe for a round of the World Rallycross Championship which is now cancelled . Any offer from the Airline to reschedule is not an option for obvious reasons
I would very much appreciate your prompt response and a full refund

Best regards,

John Dowling
Daniel Dowling
Tel: [protected]

john dowling
Apr 13, 2020, 3:51 PM

to com

Hi,

I refer to my email of April 4th last concerning a refund for Flights booked through your domain and insured under your "cancel for any reason" policy.
I am still waiting for a reply and wondering if you are going to honour your commitments.
The booking references are: [protected] & [protected] in the names of John Dowling and Daniel Dowling.
If there is anything you don`t understand about the booking or further information you require please let me know by return email

Or phone me on [protected]

Regards

John

Thank you for your refund application. See below the details of your request:

Airline Code FR
Flight Reservation Number: Z8HZ3D
Type of Refund: All customers and all flights booked on this reservation
Date & Time: 01/05/2020 20:12

Once approved your refund request will be processed within 20 working days to the original form of payment and should show in your account within the next 5-7 working days. A confirmation email will be sent to the address provided in your booking.

Thank you for your refund application. See below the details of your request:

Airline Code FR
Flight Reservation Number: T4DHPS
Type of Refund: All customers and all flights booked on this reservation
Date & Time: 01/05/2020 20:39

Once approved your refund request will be processed within 20 working days to the original form of payment and should show in your account within the next 5-7 working days. A confirmation email will be sent to the address provided in your booking.

Regards
John Dowling
[protected]@gmail.com
[protected]

I purchased 4 return tickets for Aeroflot airlines through E Dreams. The flight was for 30 May 2020 to New York and return 1 week later. With the purchase of the tickets, I purchased a guaranteed refund for cancellations. With the coming of the Corona Virus all flights were cancelled.
I have been in contact with e Dreams, and have received the same answer, that I need to wait 90 days. Well its been a year since the purchase of the tickets, I know that they have received the money from Aeroflot, but they will not refund the money to me.

I have requested an invoice from eDreams for flights previously taken, but despite the website claiming this would be sent within 24 hours nothing was received. I then contacted the company on social media, and was repeatedly told that the invoice had been sent despite nothing appearing in my inbox.

Having questioned this once more, I have now been told that the edreams is unable to provide an invoice for my purchase because ‘booking includes a voucher discount or promotional offer that waives our service fees.' Firstly, this is untrue and secondly it is unclear why this would stop edreams from supplying an invoice for my purchase with them.

I regret to say that I booked ticket for Qatar Airways through Edreams on Dec 24, 2020. I have a situation related to COVID & I have been requesting for a refund since Dec 25th. Edreams keeps telling me there is a $250 airline penalty fee levied by Qatar Airways.
Contacted Qatar Airways: They confirmed there is no such penalty fee since Qatar Airways has waived it till April 2021. Edreams cheats on customers by making up their own information. NEVER BOOK A TICKET BY EDREAMS UNLESS YOU WANT TO SAY GOODBYE TO YOUR MONEY.

My name is Daniel Gonçalves and I had a booking with the ID: [protected] made for this last August, for a trip to Orlando and back to Lisbon. After the whole Covid-19 deal exploded I asked for a full flight-hotel refund since the flights were canceled by the airline. After a lot of phone calls, emails and facebook chats, I was able to get the refund for the flight, but it's when we talk about the hotel that all becomes a nightmare. The hotel was Disney all-stars resort, and eDreams decided that I was entitled to a voucher, instead of the refund I asked for and was promised to me. This whole thing started at May so, 8 months later, they said that I would get the money in my account in two weeks. Another month has passed and I'm done. Edreams loves to joke around with their customers and I'm tired of hearing the standart replies "We will get to you as soon as we have any updates".

I booked my trip to Japan with eDreams back in Nov 2019 for Traval in end of March 2020,

Due to COVID-19 Flight has been canceled and both airline and edream confirmed I'll get a refund.

Now it's been 9 months still im waiting for the refund,
During this period I called edream more than 20 times
Every time I called, they come up with different reasons like,

Air line not confirm refund, call airline directly to get the refund, special permission been granted for refund and money will deposit soon, 120 days waiting period from airline, no notes showing airline refund Money ect...

When I called their landline their is a automated massage coming after input my booking reference and CC no,

Please be advice We received your refund from the airline and it's been currently transferred to your AC.

But I never received, when I called edream to check, answer was still pending refund from the airline and automated massage was an error.
Not to forget this massage I'm hearing since November.

I found they are untrustworthy and try to blame the airline,
most probably they received the refund.
Im the the victim

I booked a tickets to Poland Poznan from London Luton and from Poland Poznan to London Luton at 18.12.2020 . I paid around 350£ and I been charged twice. After I pay that I check my bank account and i have one paid and another one in pending. Is already 5 days no refund, pending is still there. I send email I text a customer service no one answer. Please can anyone can help me to get back my money please.

Hello Dear sir/madam!
I canceled my trip back in April 2020. Due to the pandemic, the borders were closed, and Belavia canceled all its flights!
I applied for a refund of my money in April 2020. Eight months have passed, and the money has not been returned to me! Christmas will be over soon! I write, write, but to no avail. I would like to file a complaint with the EU Consumer Rights Commission. Thanks if you can help!
booking # [protected] mail: [protected]@gmail.com
Regarts!