eDreams
reviews and complaints

my name is Brock Buttler I have a booking with the ref number [protected]
I have been emailed saying that a flight was unavailable but because I have paid the fare Edreams are going to give me a different flight at no extra cost but the phone number given to confirm it doesn't work please help in finding out what flight I can board on the 11th of March 2017 from Melbourne to Sydney. I am really stressed out and wish I hadn't used your services as it is impossible to get hold of agent. I just want to check in to a flight on the 11th of March 2017 even if it's not at the time I requested but HAVE PAID FOR.

booked ticket online got the conformation and everything but luckily i called the airline the ticket was cancelled as edream did not pay the airline. I was no made aware of this by edream. now i m fighting for the refund, the customer service number never goes through spent nearly 2 hours today on the phone waiting to get through to them.
NEVER USE EDREAMS

On the 6th of March 2017 I purchased 2 tickets on line through edream
One was with Asiax from Gold Coast Brisbane Australia to Auckland NZ and a return ticket with Virgin airlines Auckland to Gold coast
When one ticket did not arrive I contacted edream to verify the purchase.
The email bounce back and the phone number attached had been disconnected. I finally got the correct email through Paypal.
After they received my inquiry on the 7th March they CANCELLED my return ticket. Then I contacted them again and on the 8th of March they reinstated the ticket but without the baggage allowance I had paid for in the original ticket. It also takes more than 24 hours to get any response from them.
This morning I contacted them AGAIN to ask for my original ticket with baggage allowance but I am still waiting for a response.
This has been the most stressful experience of my life as I had to borrow the money for this trip. It is not a holiday its a trip of compassion to look after a sick relative. If I had not checked and just trusted you I would have been stuck in NZ and not been able to bring home my clothing. I am an old lady not a rich person.

You will need these codes for doing your check-in and for managing any enquiries related to your flight.
Departure
From Coolangatta - Gold Coast, QLD (OOL) to Auckland (AKL), with Air Asia X MPNZHR Confirmed
Return
From Auckland (AKL) to Coolangatta - Gold Coast, QLD (OOL), with Virgin Australia 5AJH5P
See itinerary details

On the 5th of march i bought tickets from you for €236.72 to travel with ryanair.

You charged me in my bank 4 times as following:
1) £200.07 edreams
2) £203.66 edreams
3) £20.42 edream
4) £190.96 ryan air

My invoice when i bought from you said
€212.98 ryanair and €23.74 for a total of =€236.72. these could be charges number 3 and 4 that i wrote above but number 1 and 2 and just unfair.
The worst thing is i am a single mum, who get pay every month and you left me without money to pay for my expenses and rent this month and i am desperate.
I called my bank and they say it is up to you to correct this and then you send an email to my bank at:
[protected]@metrobank. plc. uk
Explaining that those transaction are not real which leave me without money and the direct debits went through and i have been charged for not money in my account to pay them and so on. total life disaster!

Help me pleaseeee
I beg you on my knees!
I am a single mum.. with not other money and i am desperate

On the date 25 November 2016 I was notified that my Lufthansa flight scheduled from the day after was canceled due to strike. Finally, Lufthansa replied to my refund request telling to ask to eDreams, since the flight was booked via eDreams (5ADWIY), for a BSP-link transfer. I have been trying to contact eDreams for one month, lost hours and hours and 20€ waiting for operators to reply and every time they redirected me to different people who had a different answer from the previous one or they experienced technical issues...it seems just a joke! Zero help! Unacceptable! Can someone finally tell me how can I do this BSP-link transfer to have my money back?

Hi, on Sunday 05/03/17 I booked return flights to Fiji from Auckland NZ using the nz.edreams.com website. I realised after the booking confirmation came through that the dates were incorrect. I called the [protected] number off the website to find that I was put through to a call centre in India. I tried to discuss changing the dates with them and discussed cancelling the flights. They told me there were no refunds on the outward flight but they weren't sure about the return flight with Air New Zealand. I asked them to contact them but they advised that they were closed and to try back the following day during business hours. I did as they suggested and called back today 06/03/17 at 12.30pm New Zealand time. I was advised that Air New Zealand were not available at the time and that they could get a supervisor to call me back to sort this out at a time that suited me. I asked them to call back at 6pm New Zealand time and to check with Air New Zealand whether I could change the ticket, get a refund or future travel credit before they called me so that they could give me the information when they call. The consultant Gaurav assured me that this would be fine and I would hear from them at 6pm New Zealand time.
By 6.30pm tonight I had still not received a phone call so I called back, only to keep reaching an extension that kept hanging up. I phoned 6 times and kept getting hung up on before I got to speak with a consultant.
The consultant (also in India) was very rude and kept trying to fob me off saying that there is no supervisor and I he can get one to phone me between 7.30pm - 7.45pm New Zealand time. The consultant said his name was Jaspreet. I went over all the queries I had and how the previous consultant had promised that a supervisor would phone at 6pm but didn't. He assured me that a supervisor would definitely call me back before 7.45pm tonight. It is now nearly 9.30pm and I have still not heard anything.
This is causing me extreme distress and anxiety. I am disgusted with the service eDreams has provided and am extremely upset and frustrated that I have had such a run around and that I have had no follow up after being promised twice that I would hear from a supervisor to try to resolve this. My eDreams reference number is #[protected] and booking confirmation numbers 48KWS8 and 7HF84H. After the disgusting treatment I am seeking to have my money returned as they have not followed through with what they have promised.
I have now just been contacted after 9.30pm at night by Amit Kumar who claims to be a supervisor and advised me that I can receive the $180 taxes back from the Air New Zealand flight but no further refund. I explained to him how poorly the service has been and that despite this, I would still be happy to book further travel if I can get a future travel credit for the cost of the airfare. If this could please be followed up and I be contacted regarding this at [protected]@yahoo.com.au.
Kind regards,
Katerina Walker

I booked a ticket for my brother online and neglected to include his middle name. I have been constantly waiting on the phone until it drops out to have his middle name included. United say as long as the TSA has the middle name it is ok but what is the guarantee of that when he gets to the airport. Date: 6 March 2017 . The flight isn't until 2nd July 2017 so I am hoping that something can be done.

On June 1, 2016 I reserved booking with eDreams for a flight from Siem Reap to Vientianne for January 29, 2017. I received booking confirmation via email, [protected].
Upon arrival to the airport I was told there was no flight scheduled and Lao Airlines representatives had no record of my reservation. I had to pay for another flight. Upon return home, Feb 28, 2017, I contacted eDreams, spoke with Sanjana and was told they would not honor a refund of $319.20. I would like a full refund.

On saturday january 28th I purchased tickets for a one way trip home from cancun for 3 adults and one baby. I was charged by e dreams for a total of 1026.26. When I opened up my credit card statement I noticed that aero mexico had also charged me three times in the amount of $320.88 for a total of $962.64. I was double charged for my trip. Now one of these companies has to refund me.
Ref#[protected]

Do not use edreams! Avoid! Avoid! Avoid!
Worst customer service i've ever encountered.
I am located in australia and they gave me a customer service number to call. 1300 number did not work, I had to call their canadian number and was put on hold for 1 hour. Issue not resolved, they said they will call me back. No call back at all. Had to call their canadian number again to speak to them, on hold for half an hour again.

I have probably spent the same amount of money as the ticket I purchased calling their #### customer centre.

Eventually, they said I need to pay the airline booking charge and their edreams booking charge. They wouldn't waive the edreams booking charge.

No compensations or any sort of sympathy given. Please avoid.

Last year in Feb I bought a ticket for my daughter through Edreams. Because she got sick she couldn't travel so the ticket was cancelled weeks before the flight was scheduled to leave.

Since that time we have tried to get the money back from Edreams but so far they have refused to reimburse me after taking away money for penalties for cancellation. See the last email I got from my brother in law:

Sent: November 17, 2016 1:53 PM
To: Jack Longstaff
Subject: Re: Ticket that was cancelled [[protected]-[protected]]

Hi Jack,

Just spent the last hour with this and got through to edreams headquarters in Barcelona! The file was just assigned to someone 2 days ago regarding the flight credit from the email you sent them. They will email you and you should hear something within 7 days regarding the flight credit. When I talked to edreams in Dehli today he did say there was a flight credit of around $280 CAD. That credit is less edreams 50 EURO fee as well as the $200 taken by United.

Phil

As you can see above they agree in phone conversations but still refuse to give me then money back.

I keep sending emails to Edreams and they acknowledge my email and say they will respond but they don't. It is obvious they don't want to give me back the money I deserve.

I want everybody to know that you can not trust Edreams.

There is no reason why I haven't my refund.

I will never deal with this company again and I will make sure that I warn everyone else to shop lease where.

Jack

I had to book a flight twice and never received a reference number or booking confirmation.
I received phone text for amounts reserved by eDreams twice but still no booking confirmation or reference number. I demand a refund for the amounts reserved by eDreams and transaction fees as no agreement was honored for booking the flights. Soonest, Mr. Justin Maree, contact number +[protected]. Email: [protected]@realtimemusic.co.za

I booked a return flight from Lanzarote on the 25th May 2017 and while I realised there was a stop over I didn't realise that it was overnight so can I change the flight to one that is returning to Ireland on that Thursday the 25th May. the booking confirmation number is 27H4KF 4TIZ5R. If this is not relevant to your area can you forward it on or let me know where I should forward it.

Dear Sir, Madam,

On Saturday 25th Of February I booked a flight from Brussels to Vienna and back. I received an email confirming my booking (booking code: 4QV3FI) but it was impossible to check in. The next morning I went to the airport and was told that my reservation was cancelled because the airline did not receive the money. I had to buy an expensive ticket at the airport so I could fly with my family. I see now that my booking is completely cancelled; however, my visa account has been debited for 305, 23€.
I would appreciate if you could recredit my account since your company did not issue my ticket.
Thank you for taking care of this.

Colleen Davis
Email address: [protected]@yahoo.com

My wife attempted to book return flights to Europe for three of us, but it hit the CC limit and was declined. She got an email confirming that it got declined. The day a $2.5k charge appeared on our card from them.

There's no phone number or email to call them on at all, but I found the US phone # on the Complaints Board site [protected]). It says a lot about a company that doesn't put any direct contact details on their web site, and emails are '[protected]@'. I Had to jump through a whole lot of phone menus, but eventually got to a person (in India).

Instead of trying to take the whole amount, they take the cost of each ticket individually from the card - so one ticket got taken then it hit the limit and the other two got declined due to the card limit.

But the email they sent says the whole transaction was declined, but there was no indication that part of it has gone through. At the bottom of the email is a number, but when I called it just says 'the service is not supported by this network' and hangs up.

When I spoke to the person he said I could give another card to pay for the other tickets, but I said I wanted the $2.5k refunded (by this time I'd googled and read these horror storied about them). I asked how long it would take - expecting maybe 24-48 hours; 30 days! It took them 30 seconds to take it but 30 days to refund!?

I don't think this is a scam company, but they give the impression due to their total lack of care about customers and their money.

We're going to a reputable company now - it'll cost more, but I'm not risking a penny with this bunch of clowns.

I had booked 2 airline tickets from Edreams in my haste. They were the cheapest I could find, which was the reason I thought I might never find a better offer and in addition to that a notification kept popping up during the booking stage telling me I had 10 mins to make the booking or I would lose the deal.

I thought I couldn't hesitate, so I was just about to confirm the booking but then I thought, I should probably not proceed and check with my friend if he's definitely coming, once again (who I was also booking a ticket for).
However, just as I was about to abandon the booking and not proceed. I saw that they offered "Trip cancellation insurance" and a mere additional cost of £15. It said I would get a full refund if I cancelled.
Bear in mind that I now had seconds left to make the booking. I decided to add this cancellation insurance and book the ticket in case I lost out on this great offer.

So within hours of booking and sharing the news with my friend, he told me he could no longer go. So I decided to cancel the booking but when I tried eDreams said both tickets are non refundable. When I said "I have cancellation insurance" they told me to take it up with a third party insurance company!
After contacting Astana Assist (the insurance company) they said that I would have to sort this out with eDreams because they sold the insurance.

I contacted eDreams again and told them, and they AGAIN told me to contact Astana Assist because they did not draw up the policy and it was eDreams that sold me the insurance.
I kept being bounced back between both companies and at one point I spoke to someone from eDreams who quite bluntly told me I would only be entitled to a full refund if I or my friend had "died". Imagine that, you get a refund after you die, what use is this insurance?!

Edreams offered to cancel both my tickets with no refund and would also make me pay a cancellation penalty on top of that. So I would not only lose all my money but I would also pay them money.
So they in essence sold me a cancellation insurance that only covers death and serious injuries. Otherwise in all other circumstances it doesn't cover anything.

I felt misled and rushed into booking the tickets, there was absolutely no time for me to read the terms and conditions in detail and book the ticket in time so that I wouldn't lose out on this so called "great deal".
I haven't received any kind of help or support and each company passes the blame and I get different answers every time.

I feel people should be warned to not do business with this company.
If you have any kind of problems that need to be resolved, good luck.
They will pass you onto call centres where people repeat what you already know like your ticket information every time. There's no need to keep reading out ticket information in detail just to appear to know what you're talking about because:
1) I am not falling for that trick
2) you haven't really helped me
3) you don't even attempt or care about pleasing the customer, you only care about taking their money

Never again!

I have made a booking through the app (which was actually more expensive than if I'd have made it through the website, even with app discount), and although on eDreams booking it said that the luggage's been paid for and booked, the actual airline booking (Ryanair) didn't have any. After copious number of emails backwards and forwards (which they didn't seem to understand!), eDreams had advised that I need to buy the luggage directly with airline, and then provide them with a PDF copy of the payment for them to issue me with a refund of the original payment. I have done so, and provided them with the PDF copy of the new booking (Ryanair does not issue separate invoices for separate services), as the new booking clearly sows the difference in the price for the added luggage. The eDreams emails being sent still demanding the separate PDF receipts for the luggage. I have tried to call, 1st call (despite pressing all the options on the phone to get through to the refunds) gone through to the sales clerk, who was then supposedly putting me through to payments. After 58 mins wait, I had to hang up. Tried again, another 26 minutes, had to hang up and could not listen to muzak any longer. Customer service absolutely atrocious. No refund, not even an email to acknowledge the PDF receipts already sent to them. Would like to lodge a formal complaint.

I have book a ticket with E dreams from Istanbul to Los angles and return but because of non availability flight on that time they cancel my flight and email me that we will refund you in short time, But after that its almost 3 months gone but i didn't get any refund yet, I called more then 5 time and they told me we will refund in 1 week but non of refundable is transfer to me, looking for some help.

I have called your customers help because my flight was cancelled and the operators they are transferred me to another department but nobody is answered there, I was staying for 3 times around 40 min on the phone just in one day and nobody really give me a help...I am so dissatisfied about your service and you are keep spending time on the phone for nothing. This company really don't have a email so you can communicate. Really disappointed...and still with no flight fixed.

I'm a regular eDreams client, I travel frequently and often book tickets on eDreams, but now that's over.

I wanted to book a plane ticket for 19th February, returning on 22nd February with one stop each way, but somehow my ticket was booked for one month later, that is March. I'm quite sure I chose the correct dates because me and my wife were both checking the available flights and making the reservation together. Besides, the month of February appears automatically as first, so there's no way I'd choose March instead. I noticed on some forums that other clients also had trouble like this. I didn't notice the incorrect date on the e-ticket I printed because it's not mentioned in the body text anywhere - besides, it was already paid for by then.

I arrived at the airport to be unpleasantly surprised and left without a ticket with an hour and a half left before the flight. It always takes ages to get through to the call centre because there are probably not enough operators and their computer systems seem to be quite slow, so it took a long time to be able to speak to someone. After a long time checking the airlines policies the call had to be transferred to another department, which again took a very, very long time. They checked available seats and told me that it was possible to get a seat on today's flight for the first leg of the journey but that there was no connecting flight to the final destination, so that my booking couldn't be rearranged for today as I wanted it to be in the first place. I find that strange because at the airport they told me that seats were still available! I originally paid 307 EUR for my ticket and now had to pay another 320 EUR to make the change at the airport, because I was told at eDreams that the seats were unavailable?!? I had additional 320 EUR costs and I would like to be reimbursed for the ticket. The chosen date was not the one I selected and then it was not possible to make the change through the call centre which is supposed to help people. Not to mention the toll-free number never works!

I'm very disappointed with eDreams service and will not be using it again. I'll also do my best to spread the word of their (dis)service.