eDreams
Reviews and Complaints

Edreams has involuntary cancelled my reservation 2 days prior my flight.
In an email sent me tonight, it hasn't informed me that i'd get a refund (900 euros) in 90 working days. Which means that I will only get a refund in 5 months. That's just absurd.
On top of that, because I must keep my trip schedule, I had to book a much more expensive
Book reference: [protected]

I had a booking with edreams in February, flying from Sapporo to HongKong. I was asking for an invoice after the flight completed but I received an incorrect invoice. The code of the destination on the received invoice (HND) doesn't match with my actual destination (HKG). I then called the customer service multiple time asking them to correct the mistake of the invoice but I either didn't receive anything or kept receiving the same wrong receipt. I have been asking for an invoice over a month. I need the invoice urgently to claim my payment back. I really don't know what else I can do to get my correct invoice now. Please reply to me as soon as possible. If I am unable to claim my payment back just because the correct invoice comes too late, I will try all I can to let edreams refund for my payment.

Date of contacting customer care- 15th-April-2019
Booking Reference - [protected]
Description of the Incident :
Beware of eDreams Flight ticket booking company : Never book your flight tickets with eDreams ; I got cheated of my flight tickets when i requested them to either cancel or change my flight tickets .
45 minutes to get to the customer support team & they put you on hold for 10 - 15 minutes & requested me call the flight carrier . I spoke to flight carrier & they didn't had any authorization to change or cancel my tickets & got routed back to eDreams. Called back eDreams helpdesk & they asked me to wait for 2 days & call back as they will have new rates from Airline . Called after 2 days & again having spent an hour to reach their customer support desk, the agent confirmed that my ticket is eligible for change of dates, however i have to pay more than what i have paid for Airfare in order to reschedule it in addition to eDream charges or call the Airline directly . Again rang the Airline & they confirmed eDreams should have helped me to change it & they are playing up in case if they are not helping me change the dates, so i need to again discuss with eDreams. Having already spent nearly 3+ hours & hearing different response from eDream Cust Supp Reps have been misleading. In the past i had to change flight dates during emergencies never had such an experience with the Airline agents like eDreams.
Desirable resolution - Refund

I just completed a flight booking agreeing to pay a final price of 51.68 euros. Upon confirmation I was charged 65 euros. This is fraudulent behaviour. You can not take payment from customers and charge a different amount after. And now I have been on hold waiting to speak to an agent for the second time today. It is ridiculous to have to sit and wait on hold for 30 minutes and then speak to a useless representative who has no idea what you are speaking about and has no desire to reach a resolution. Initially I called to make a change to my booking because the dates booked were incorrect. Sadly, no options were given. Now I have made a new booking trusting I would be charged the amount I agreed to and then see I was charged 15 euros over what I had expected. And in addition to this there is nowhere I can find in my confirmation booking explaining the breakdown of this 15 euro extra charge. I am demanding a refund of these charges as I did not agree to pay them. Reference : [protected]

I made a flight booking through edreams which I had cancelled immediately after.
The airline was spirit.
Although the airline has confirmed that they have fully refunded me the money, edreams is refusing to refund the roundtrip value and have only refunded one way.

The booking number through edreams is [protected]
The flight number which needs refund is

Newark - nj, united states orlando, united states
Airline reference: kiqk5e
Flight 1 ewr orl
20:45

Saturday, 23 march
Newark international airport
(ewr), newark - nj

Trip duration:
2h 54m
Spirit airlines
Spirit airlines - nk1159
Operated by: spirit airlines
23:39

Saturday, 23 march
Orlando international (mco), orlando

I made 3 flights booking from Da Nang to Hanoi, Vietnam, on April 15th, booking reference [protected], the amount to be paid should be around 171Eur, but when I proceed the payment with my visa card the total was around 274Eur.

I have contacted the customer support service immediatly and the explanation given to me it was I should have a special edrems card, to get the special price. I recheck again all process to buy flights and no option is available to card holders, and repeating the process again, I could buy the tickets by 171Eur.

I want a refund of 103 Eur from Edreams, over paid amount.
Me and my family will not buy anymore products from edreams, all buying process is deceptive and unclear.
Please help me,

Fernando

Hi all,
I purchased a roundtrip flight from Athens to Mexico (Dec 23- Jan 20, 2019) from the eDreams website. I bought my ticket as early as August 18th, 2018 so as to get an affordable price- being on a student budget.
On October 25, 2018, eDreams informed me that the airline operating the flight, Alitalia, had cancelled my return flight from Mexico to Rome, and that it was offering a ticket refund, or that eDreams could find me an alternate flight.
I opted for the refund and was told i would receive it within 3 months, and i received a confirmation email from them in this regard on October 26, 2018- confirming "the exact amount of the refund is 795.36 gbp and should appear in your account within 3 months." [ATTACHED] This is minus the 50 GBP they deducted as a service fee.
I accepted the loss and bought another roundtrip ticket from Athens to Mexico, which cost me 1, 400 EUR (so 30% more than my original ticket), assuming i would receive the refund within the 3 month period, and would be able to manage.
It's been almost 6 months since i was promised this refund. I have called eDreams customer support over 10 times within the past 2 months, and they keep telling me that Alitalia has not processed the refund yet. And when i call Alitalia, they tell me that as per their regulations, they immediately refund third-parties in case of a cancellation.
I don't know what else to do... every time i call eDreams customer support i just get different excuses as to why my refund has not yet been processed, or they tell me to fill out a complaint form- which i have done twice already.
I refuse to let eDreams get away with taking my hard earned money- 900 EUR that took me 6 months to earn at my university job! Absolutely unacceptable
Has anyone else had this problem with eDreams?! If so, how was it resolved?

I booked flight on 04/04/2019 to beirut from bahrain and return from beirut to bahrain. Booking reference is [protected]. When time of payment, amount was only 1089.68 euro but they charged an amount 1745.78 euro. I confirmed to pay when clicking the final confirmation button upon final check out and for my safty I took a screen shot. As a valued customer I hope solve my issue as soon as possible.

Thank and regards
Jaison kolenchery
[protected]@gmail.com

In reference to confirmation [protected], we clicked confirmation of a total price of $767.14, but were subsequently charged a total price of $852.99 on April 7th, 2019. After speaking to a customer service agent, they did not understand why we were charged an additional $85.85, as the baggage fees and services charges were already included in the origional price. It was suggested by the edreams agent that we submit a formal complaint in order to receive a reimbursement on this over-charge. In sum, our desirable solution is be charged the $767.14 that we confirmed to pay when clicking the final confirmation button upon final check-out. As a valued customer, we hope that you can remedy this issues as soon as possible. Thank you.

eDreams has charged my account double for a plane ticket I bought. Left my children without any food for a whole week due to their stupidity and lack of professionalism. I have not been the first customer, therefore this may be resulting into a legal lawsuit. I'm pretty sure a lot of people who they have done this to are able and wanting to testify against this company...who steals your money without authorization... The picture is proof they charged me twice !

I have bought air tickets with eDreams in February/2019, but during all the purchase process, the site only informed the prices in my local currency. I only received the price in Euros in the e-mail confirmation. During the purchase process, the price in Euros was never provided. There are several international sites that work with external currency but they change in the credit card the price in local currency, according to the exchange rate of the purchase day, but it was not the case. I had to pay for the tickets in Euros, paying the credit card exchange rate and taxes. This gives an amount totally different from the amount that I accepted to pay during the purchase process. I have opened 2 complaints at eDreams with no return so far (500269 and 489884).
This is not a best price guarantee and not transparency.
I don´t want to cancel my travel, but I would like to be compensated on the difference that I have paid from the value that I have accepted to pay. This can be through additional bags to dispatch and or seats reservation.
I will be waiting for a response.

I've been trying to get my refund with eDreams for close to 2 months now. eDreams representatives keep promising a refund. First refund was promised within 7-10 business days. Three weeks later - nothing. Called back to be promised a refund in 72 hours. Nothing. Called back to be promised a refund in another 7-10 business days. Nothing. Called back to talk to a supervisor. eDreams representative refused to connect me to a supervisor. Tried to get an extension number of the person I talked to. They refused to give it to me. What will it take for me to get a refund? I keep getting a run-around and so far all I got is empty promises.

To whom this may concern,

I travelled with edreams ([protected]) from the 3rd january to the 24th january travelling from melbourne to beijing via haikou, then beijing to harare via hong kong and johannesburg and then lastly, my expected flights were from harare to melbourne via nairobi and abu dhabi. Each of my flights were either delayed or cancelled.

My flight from beijing to hong kong arrived an hour late and I had 20 minutes to get to my connecting flight to johannesburg. There was someone waiting for those connecting passengers and we were made to run from the flight to the other connecting flight. As a result of running across the terminal my prescription glasses fell out of my bag and I have had difficulty with my vision ever since.

Following on from this I was emailed and told my flight from harare to nairobi had been cancelled on the 22nd january but rescheduled to the 23rd january at the same time (12:10-16:10). As my connecting flight from nairobi to abu dhabi was scheduled for 14:35, I attempted to explain over the phone that it was impossible for me to take this connecting flight but was told it would be fine several times. As I was in zimbabwe at the time I was made to pay international roaming costs to make these phone calls at a rate of $5 australian dollars a minute, with a phone bill having reached $1300.00 because of this. Additionally as I was on a volunteer program where I was teaching in local communities and working in lion conservation with african lions, I repeatedly had to miss out on going to activities because I had to call edreams and be on the phone for hours to try and seek a resolution, this resulted in several days of me missing out on my program. I continually explained that it would not be possible for me to attend this flight and would continuously be placed on hold for long periods of time (anywhere up to an hour) or hung up on. As it was important that I make it back to melbourne to start my new job and I was continually being told different things from different people i.e. That my flight would be fine and I would make it, that I would be given a new connecting flight and return home a day later, etc. I was then made to pay for a further nights accommodation and transfer in harare, as well as having to cancel my non-refundable pre-scheduled accommodation in nairobi, this obviously includes the visa I paid for to visit there which I was not able to use.

After going through the process of speaking to so many people on the phone, as well as never being given a resolution and worrying I would not be able to return home in time to start my new job. I would have spoken to up to 12-15 different people and they all told me different things, eventually out of frustration and with the knowledge that these phone calls would continually raise my phone bill I requested that I speak to a manager. During this phone call she told me to fill out a claim upon returning. She also said that it was no longer possible for edreams to offer me an alternative to get home and that she would cancel my flights and request a refund for my flights home (which I have now received - this was roughly $900). As a result of my need to get home and edreams not offering me an alternative I had to book new flights to leave which cost me a $1700.00 australian.

Further to this on the day of the 22nd january I received an email from steven nyoni who is the sales and ticketing agent in zimbabwe for kenya airways (my harare to nairobi flight was through kenya airways).in this email he stated as follows "dear daniel, our sincere apologies for cancelled kq706 today which was scheduled to depart at 12:10 today. We will put you on kq704 departing 16:30 today. Check in will be at 14:00 today. Kind regards, steven nyoni".

After being told that it was impossible for edreams to offer me an alternative, I was surprised to then receive this email being offered an alternative. While edreams had made contact to state that the flight was cancelled a week prior, it is alarming that they didn't think to contact kenya airways to try to seek an alternative. As I was staying somewhere that was 4 hours from the airport, I didn't have the time to make arrangements to make this flight, nor had the travel company I had put my trust in even knew it was a possible alternative. Had I been able to make this flight, it would have saved me a $1700 flight home, I would not have had to pay for further accommodation in zimbabwe, lose my non-refundable payment for accommodation and a visa in kenya and the costly phone bill.

I am appalled by the customer service I have been provided by edreams and don't see myself ever wanting to use its services again as this has been a very stressful and costly exercise. I look forward to hearing back from you about this.

Regards,
Daniel mcgowan

needed help with cancelling my booking for medical reasons and they 1st said send us the medical letter and theydidne tell me wher to send to the next time I called they said that they will off me about 5USD even though the ticket was 185usd and then the 3rd and 4th time I called the rep hung up on me saying call back later (even though this was 3hrs before the flight) and the 4th rep I was on phone with her for 45min and she said she contacted airline and airline will cancel the ticket and you need to wait up to 90 days for refund bec its the day of the flight and SHE DIDNT EVEN END UP CANCELLING IT I called again after relizing and they said that its a non refundable ticket and when I told him listem to the recording he said ok I will cancel b ut I dont know if you will get your money back so I said put supervisor oon the line then we got disconnected (obviuosly) AVOID BOOKING WITH THEM I MADE A MISTAKE BY NOT LOOKING INTO THEM BEFORE I BOOKED WITH THEM

Jarred [protected]@case. edreams.com via freshdesk.com
Jan 15, 2019, 12:10 PM (11 days ago)
to me

hello Santosh,

Thank you for contacting us.

I can simply just add the allowance on for you to reflect 25 kgs.

We will not be making a refund, so please confirm and I will add this on and send you the receipt.

Best regards,
Christos.

On Sat, 5 Jan at 11:15 AM, Santosh Khatri wrote:
Dear sir,

While I was booking for the Jodhpur Mumbai leg, It was showing 25 Kg as baggage allowance but when I went thru the full booking and added my daughter as well as co passanger, what I got on the ticket as 15 Kg, which is a fraud and I need full refund of the ticket.
I am travelling with big baggage to overseas and can not afford this ticket.
The other airline Air India is having Rs 4999 per ticket with 25 Kg and you have cheated me by showing 25 Kg and finally giving 15 Kg.
I need full refund of the money.

I have sent so many screen shots to Mr Amit, Manager on customer care and spoken for 1 Hours. I need justice.
Pl refund my money back.

Santosh Khatri
+27 XXXXX8303

20 dec I booked a flight with edreams for ba gatwick to madrid and as soon as I received confirmation I booked a connecting flight from madrid to nice for my daughter and partner.
As soon as they arrived at the desk (within minutes) they were told the ba flight had been cancelled for some time.
Edreams took my booking and payment for a cancelled flight.
I had to pay for them to overnight in a hotel and booked an alternative flight for the next day.

Over the course of 2 weeks I tried on numerous occasions to phone customer service at edreams. Average time 20 minutes.
I could not find a claim form on-line.
In desperation in not being able to speak to anyone, I wrote on 3 january an email with my claim, asking to send me a claim form if necessary.

For the next 3 weeks I have emailed full details and receipts and received automated responses.
On wednesday 23 jan I received an email asking me to phone customer service

I tried.
Yesterday I got through and finally spoke to a supervisor. The 'systems' were down and they were unable to help but
Ahmet ashokan promised to phone me back today.
He did not.
I have just phoned customer service again and of course was unable to speak to ahmet.
I spoke to keshalv at around 17:00. He told me they had approved to refund only the one ticket gatwick to madrid and it will take up to 6 weeks.
When I asked about my other expenses he said I must complete a claim form - which I could not find on-line and asked for by email.
He promised to transfer me to a manager.
I held on
And on
And was cut off after being on the phone for 58 minutes.
Still no satisfaction.

Edreams customer service operation is dreadful.
I am out of pocket by over £2200 but they theoretically have approved a refund of 1300 euros.

I am most unhappy.
I am most frustrated.
I have spent over 4 hours on the phone trying to sort this out.
They do not read nor action emails.
I tried to find an address and persons name so my solicitor can write to you but that also seems impossible.

Are they such a big company that they do not care about their customers?

How can I received my refund for all my out of pocket expenses incurred because edreams took my booking for a cancelled flight?

Athena robinson
+[protected]
[protected]@global.co.za

I booked two return airline tickets from Johannesburg South Africa to Brisbane Australia and back online via credit card on 5 January 2019 for 2665.93 USD - Booking ref. [protected].

I cancelled the booking immediately but an amount of R39, 272.13 was debited to my credit card account. I called their client services number 00-34-934-92-05-33 and the consultant advised that the full amount would be refunded to my credit card account within 10 days. An amount of only R35, 799.05 was refunded (R3, 472.85 short) and when queried I was told to check with my bank, which I did and they advised that they only process exact amounts received.

I queried the foregoing again with eDreams and they again point the bank as the problem. I requested the consultant to provide me with proof but only received a no-reply e-mail stating that the full amount was refunded but no actual documentation processed to the bank was provided.

I visited the bank and presented the e-mail but they reconfirm that they have processed the amount received from eDreams.

It would be appreciated if you could please assist me with this matter urgently.

Kind regards
Adriaan Walters

I booked through eDreams last December 29, 2018 but I didn't notice that the currency stated was in R9, 076.97. I was charged by my credit card a sum of P33. 836.99 which I guess is the conversion of R9, 076.97. I assumed this was a good deal for a family trip but it made me pay triple the price I expect. Please help me cancel the booking. Thank you.

I initially contacted eDreams at end of September to enquiry about cancelling airline tickets purchased a few month prior. I was told I could cancel at any time and would only pay fee of £190 per ticket so as I had initially paid a total of 4368.77 the fees of 190x5 would be deducted from that amount. I made a further call a few days after and was told the same thing. I called in the beginning of October to cancel and was told I would have to pay cancellation fee to the airline of 195 per ticket plus 25 per ticket to eDreams plus an additional fee of around 100 to eDreams. I was extremely upset about this as had never been told this and this meant I would only receive 2230.00 from the original 4368.77 I had paid for the tickets. After asking I was told that I could try and request the airline not to pay the cancellation fee of 190 if I sent medical evidence that I had requested cancellation under ill health grounds.
The following day 16.10.2018 i spoke to Ahmed Manager at Customer service and explained the situation and issues with previous travel agents and information provided. I was told that from the 4368.77 a fee of 190 per ticket and 25 per ticket would be applied nothing else. It was agreed that due to issues I would only pay 75 to eDreams for the cancellation fee instead of 125 and that the refund would be in my bank account in 10 days. I also raised a formal complaint due to all the issues I had had, an email was sent to confirm.

22.10.18- contacted eDreams I spoke to a Manager from Customer Services Gorofe regarding issues I was told that he had requested an urgent refund and regarding the complaint I would have to speak to complaints team i requested to be transferred to a Manager I spoke to Dee and discussed the complaint after being on the phone for over 1 hour she told me she was a travel agent and would raise the complaint. I was extremely upset as I had requested to speak to a Manager.

29.10.2018 - spoke to Nikita Manager at Customer Services regarding refund and complaint after almost 1 hour on the phone I was told that as I had requested a full refund due to ill health the airline would have to review this and had up to 3 months to provide a refund I explained that the refund had nothing to do with the airline as this was paid to EDreams and I had been previously reassured about 3 weeks ago that the refund would be in my bank account in 10 days which did not happen. In respect of the airline I provided my medical notes to request that I did not have to pay the cancellation fee from the airline which was 190 per ticket. I was advised she would look into this and get back to me. I then received a call informing me that now the complaints form had been filled someone from the customer care team would have 48 to 72 hours to get back to me.

01.11.2018 - 2 emails sent I contact edreams as no one had got back to me as previously agreed I Spoke to Kushagra at around 15:45 floor supervisor at Customer services regarding refund and complaint I was told that I would receive the refund of 3.099.00 although they could not send an email to confirm and give me a date as this was being considered by the customer care team who were working on the case I explained the situation again and that no one had contacted me to discuss complaint and that this situation was impacting on my health and that I did not understand the situation as they should have refunded me the 3099 which they had initially agreed I would receive and then look into the remaining money - cancellation fees I had requested the refund under ill health grounds. He told me to ring tomorrow and request to speak to Head office I explained every time I ring I am on the phone for around 1 hour and requested him to ring the head office and ask to ring me tomorrow he was really reluctant but agreed to do so.
Again as expected I was not contacted.

On 07.11.2018 I received an email from eDreams stating that a refund would be sent to my account in 2 parts with total amount of 3099.50

I contacted EDreams on 14.11.2018 and spoke to Birendar travel adviser despite having requested to speak to a Manager. I asked when I would receive the amount stated on the email but also status of my complaint and request for the full refund of 4.368 under the grounds of ill health and the way I was treated by eDreams and the various contradictory information given by various different people every time I rang. After waiting for 20 min I was told that the head office advised I would have to wait for a further 72 hours when they would contact me. I again raised the same issues and impact this was having on my already ill health and requested this to be recorded.

17.11.2018 - No one contacted me following the 72 hours I emailed eDreams again no reply. I later received an email to confirm the refund has been completed. Finally I had received part of the refund. I then sent an email requesting an update about my formal complaint and full refund

On 21.11.2018 I then received the following email:
"Thank you for waiting our response.
The amount refunded by the airline is 2224.50 GBP, due to the wrong amount information provided we have refunded 875.00 GBP as commercial gesture.

The total amount refunded now is 3099.50 GBP, no extra refund will be provided.

We remain at your disposal for further information."

I was extremely distressed with the email as the amount I had received was for the cancellation refund which since the early enquiries I was reassured I would receive.

I sent the following email on the same day.

"Again that information is wrong I was told if I was to cancel the flights I would be refunded 3099 pounds in respect of the airline cancellation fee I was told this was about 190 per flight and eDreams cancellation fee was 25 per flight and subsequently told a further 100 pounds fee. I was told that a full refund would be considered with evidence which I provided from medical notes. Therefore I continue to request a full refund plus compensation due to all the stress this has caused and the conflicting information
I continue to receive ". I have yet to receive a reply I have resent this email various times.

I am extremely disappointed and upset with the poor service I have received especially when I have been unwell and the disregard that edreams has for its clients. I have sent numerous emails and made numerous calls throughout since I first made enquiry about cancellation and sent hours on the phone, when I have been reassured someone would ring me back this never happened apart from once and when told I would receive refund within a certain time scale again this did not happen. I had to take time off work to make the numerous calls and feel angry about the way I was treated.

I wish a full refund under ill health grounds and a compensation for the way I was treated but also how edreams has dealt with this situation.
I look forward to receive a response otherwise will take this further.

Patricia Vaqueirinho

Made a flight and hotel booking through edreams. I was told that booking couldn't be completed because my card was declined. However, my card was debited $950.89. When I called they told me that only the hotel was booked and the flights were not. When I asked for hotel confirmation I was told it would be sent to me but I didn't receive anything. I called the hotel where the booking was made and they said they don't have any reservation for me at all. I called edreams back and asked to have they hotel cancelled, they responded that the hotel had a no cancellation policy. I called the hotel back again and was told for a third time that no booking was ever made for me. They are rude and refusing to resolve this issue. I'm missing $950.89 with nothing to show for it and would like my money back now!