eDreams
reviews and complaints

Hi,

I have a lot of problems in trying to cancel subscription for edreams prime.

My account does not even have an option to see if I am prime subscriber and yet I have been charged 54,99euros on 9th of June. Even if I try to book the flight the prime is not calculated and edreams app is asking if I want to subscribe for edreams prime and receive discount. On my account I dont see that I have edreams prime subscription neither I have possibility to cancel the subscription.

https://www.edreams.com/blog/contact-edreams-customer-service/

I made two reservations with Edreams.

First one: MIA - SCL - MDZ (Miami, Santiago-Chie, Mendoza-Argentina) and the other one MDZ - SCL - LIM - FLL. (Mendoza, Santiago, Lima-Peru and Fort Lauderdale) All flights had "carry-on" luggage included. I took screenshots when I was paying for the reservations because I felt that something could go wrong.

Indeed, when checking in, the only section that included "carry on" was MIA - SCL with American Airlines. The remaining 5 flights did not include it. I made several calls to Edreams and sent them several emails to get them to take charge of their mistake and resolve the situation, but they did nothing. The best response was that there had probably been a "glitch" in the system and that they recommended that I can pay my "carry" ons” with teach of the airlines on all of the remaining flights. An additional U$D 250... Conclusion, I will never buy a flight with Edremas again and I do not recommend them at all.

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Hice dos reservaciones con Edreams.

Un tramo MIA - SCL - MDZ (Miami, Santiago-Chie, Mendoza-Argentina) y el otro tramo MDZ - SCL - LIM - FLL. (Mendoza, Santiago, Lima-Peru y Fort Lauderdale)

Todos los vuelos tenian equipaje "carry-on" incluido. Tomé capturas de pantalla al momento de pagar las reservaciones porque presentia que algo podia pasar.

Efectivamente, a la hora de hacer el check in el unico tramo que incluia "carry on" fue MIA - SCL con American Airlines. Los 5 vuelos restantes no lo incluian. Hice varias llamadas a Edreams y les mande varios emails para que se hicieran cargo de su error y resolvieran la situacion, pero no hicieron nada. La mejor respuesta que me dieron fue que probablemtne habia habido un "glitch" en el sistema y que me recomendaban pagar mis "carry ons” con las respectivas aerolineas en cada uno de los vuelos restantes.

Unos U$D 250 adicionales...Conclusion, nunca mas comprare un vuelo con Edreams y no los recomiendo en absoluto.

I allowed someone to book a flight over a year ago and you started taking money from my account unauthorised by me the person done all they could to try cancel with no luck. Now you are at it again and I have no way of contacting this person the bottom line is I NEVER authorised it and am demanding it stops immediately or I will seek further action against edreams.

I have made a confirmed booking for a flight but got an email saying, 'We regret to inform you that we were unable to confirm your flight reference: XXXXXXXXXXXXXXXXXXXXXX within the 24 hours after the purchase.

To confirm your booking, please contact us at your earliest convenience on (Link to irrelevant Help Centre page)'

So they took my money and could not guarantee to provide the flight and they could not guarantee anything. They asked me to contact them but all they have is a chat box with the robot repeating the same pre-set question (worse than a automated phone help line). They are holding my money for unlimited time without guaranteeing the flight. This is a scam.

Subject: Request for Refund for Booking ID [protected]

Dear eDreams and Singapore Airlines team,

I am writing to request a refund for my cancelled booking with Booking ID [protected] for a flight from Kathmandu to Tokyo via Singapore-on-Singapore Airlines. I cancelled my ticket immediately after booking as I found out that Nepalese were not permitted to land in Singapore due to the Covid-19 pandemic, and my transit was in Singapore.

I have already followed up with your customer service team several times to inquire about the status of my refund, but I have not received any updates so far. It has been several months since I cancelled my ticket, and I would like to request a prompt refund of the full amount paid for my ticket.

I understand that there may be certain policies and procedures that need to be followed for processing refunds, but I would appreciate any assistance in expediting this process. I have attached a copy of my cancellation confirmation for your reference.

I hope to receive a positive response soon regarding my refund status. Thank you for your attention to this matter.

Sincerely,

Nirupa Thapa

I have requested my invoice 4 times within 4 weeks and I still haven't received it. Each time I made the request, I was told I would definitely receive it within 24 to 72 hours. The website is extremely unreliable and doesn't let you request an invoice. I had to use the mobile app to make the request instead, but still no luck getting my invoice.

I chatted with an agent who was extremely confident I would get my invoice (see screenshot). They said I would receive an email link to a public review site where I could leave further comments. No, I haven't heard from them a single time after making any requests or chatting with their agents.

On May 11, 2023 I purchased 2 airline tickets through EDreams for myself and my daughter Abigail Bate from St Louis Missouri to Orlando Florida. The Confirmation is [protected] and my email is tisha. [protected]@gmail.com Our flight was ultimately delayed so long that we would not have arrived until the following day so I needed to cancel that flight and book with a different airline as my father was dying and I needed to be at his side. Spirit was the airline I had originally booked through EDreams and due to the delay, they immediately cancelled my flight with no penalty. Spirit informed me the money was refunded to a Master Card and the third party and I would need to contact them to refund the money to me. I immediately contacted EDream on 11 May to have the money refunded, and was told to go through Spirit. I again attempted to contact EDreams several times between 12 May and 2 June (today) and each time, I have been advised that I need to go through Spirit. Spirit has already refunded the money to EDreams. EDreams just needs to get off their lazy [censored] and refund the money that is not theirs.

I booked a flight for 6-14-23 returning 6-17-23. This was for a funeral. I paid $22 extra in case I needed to reschedule. I went on eDreams and there was trouble scheduling because when I put the new date in 6-12, it showed 12-6, which was more than 60 days before or after the original travel date. I went to ‘chat’ on the site and they couldn’t help me but someone called from London on May 19,2023 from +44 [protected]. I spoke to a lady who went on the site from where she was and said that there was something wrong and that I would have to go to the frontier airlines site to reschedule. While I was on the phone she also went to the site. When I tried to put in the date, a box came up that did not allow me to reschedule. We tried for ½ hour to no avail. She apologized and agreed that I would need to cancel the flight and get a refund that would take 10 days. At that time I found a flight on Frontier for $88 round trip. So I booked it.

I looked to see if I got my refund on my credit card site and saw that I received $73 of the $148.76 eDreams charged me. Again, it was not my fault that I was unable to reschedule with eDreams. I have spent numerous hours with chat after I explained that I would be going to the Arizona State Consumer Protection Agency.

I received less than half of my refund and I have seen the reviews for eDreams... none of them are good. This is worrying me because I feel I have been scammed. I am hoping that this matter is remedied immediately and to my satisfaction.. The fees I was charged are ridiculous as I was forced to cancel my flight.

This is my second request for my refund of R3017 which was paid by safair for a cancellation Safair 20th April 2023 flight VAM7DL due to Mr MA Botha suffering a stroke and could not fly. Medical reports were sent to Safair.

Rea KuneneE Cell No [protected] to Edreams repaid the R3017 on 12 May 2023. to Edreams account Card number starting with 553503**** ending in 1111

This must be reimbursed to me the payee Mrs D Botha into the same Credit Card Number it was paid out of . I will be reporting this to Rea from Flysafair

Hi I booked 2nights flights and hotel last weekend on return to the airport Monday we had to pay 110euro to fly home myself and my son I was so upset I want to know why this happened. We had to borrow the money as I spent what money I had. I would like an explanation and also a refund for the flights I paid to Ryanair. Kind regards Lisa Marie Kevitt.

We initially contacted eDreams regarding the flight which was confirmed to include carry-on luggage and itinerary change options, class size S (as per Avianca) yet were then issued with a class-size XS.

When we approached eDreams we were told that they (eDreams) would contact the airlines directly. The agent then sent confirmation that eDreams had spoken directly to Avianca and that

“(Avianca) do not provide what they informed us to advertise on our website for the passengers and that they did not honor what they have confirmed with our travel agency”

We were then informed by the airline that eDreams never contacted them and that the XS class size ticket issued would not only not include our luggage, but that it is the MOST restrictive and that we could not make modifications or changes.

eDreams took payment for the advertised class size S (as acknowledged by their agents) but could not provide this ticket (due to misrepresentation or misunderstanding with the supplier, Avianca) and used the following week to assure us that they were attempting to resolve the issue, thus leaving us well outside the 24hour cancelation window (as per Avianca) when in fact they never reached out to the supplier at all.

Nor would they offer a refund or compensation for taking payment for a service that was not as advertised.

Ticket no VAM7DL for MR ANDRE AND AYMEE BOTHA Safair 20th April TO CAPE TOWN was cancelled and refunded on 12th May 2023 into EDreams account Card number 553503******1111 for R3017 to be returned to my account payee MRS D BOTHA amex account.

To date this has not been done. Please advise when this can be refunded.

The contact person who has confirmed the payment is REA KUNENE Customer Service Agent on [protected].

Her email address is [protected]@flysafair.co.za

Proof of payment was sent to me.

on Dogon.[protected]@gmail.co.za

Looking forward to your favourable outcome.

Booked a return flight through edreams, the booking was 'pending' so it still wasn't processed. During the 'pending' stage I phoned the CS line to cancel the booking and make sure it wouldn't be approved. The person on the line said that it was cancelled and wouldn't be confirmed, and the money wouldn't get out of my account (I specifically ask about that).

30 minutes later I receive an email telling me the booking was confirmed! That was the first problem ; customer service not doing what I had requested them to do although they told me they had.

2nd problem: As soon as I got the confirmation email I went on the Live Chat to talk to customer service again and ask them what happened and if they could please cancel my unwanted booking. They said that they had cancelled it, and although the money had come out of my account, it would be refunded in a few working days.

I even got an email confirming that the money would reach my bank account in the next 5-10 working days.

That was not refunded in the time that they advised, so I called them, and they initially told me that it was just a problem with the system, but they had sent the money now, and advised me to wait a few days more.

Which I did.

Needless to say, the refund was still not coming, so for about 2 months I called them every two weeks and was told a number of different reasons for my refund not arriving.

Every time they would advise me that the refund should be processed in the next weeks and I should call them back in two weeks if I still didn't have it (although they would say every time "you probably won't need to because the money will be there soon")

Now it's been 3 months, I grew tired of spending an hour on the phone every two weeks to get told an other b* reason, so I decided to reach out on twitter (I noticed they are quite reactive on twitter).

They keep sending me a copy and paste of the same message, telling me that I will receive an email soon and they have sent my query to higher management.

Still no sign of the refund or of any email from "higher management".

I've traveled from Tbilisi Georgia to Tel Aviv Israel on 23 Apr 2023 and returning on 28 Apr 2023. For almost a month now i'm trying to receive my Invoice and i've already filed a request multiple times through the website & asked agents to send me one.

In the first time i've talked with an agent, he told me that i'll receive my invoice within 24 hours. (Which happened more than 3 weeks ago).

In the second time (Which was on May 9), the agent told me they had some sort of malfunction and that receiving an invoice should take up to 72 hours. They said that they're sorry and that anything can't be done at the moment since they have issues with the system

Now, a week has passed by and i hear the same thing from them. I need to wait again 48h-72h before i'll receive my invoice (if i'll receive one) and that there's nothing that can be done.

Customer support i awful, not helpful, hard to reach.

So here i am, after almost a month without an invoice and mostly sure what eDreams service is and what precautions i should take in the future.

I used the edreams facility to freeze the price on a flight from Thessaloniki to Helsinki. This involved paying dreams 10% of the price i.e. 35.67 Euro.

Then an email verifying the action came with instructions on how to redeem the flight within 7 days. All tries I made following the instructions to do so are unsuccessful as the flight is not appearing in my trip in the edreams app.

I have contacted the help desk and through the chat facility but with no luck!

Afraid I'm gonna lose my money!

I have been struggling to get an invoice from eDreams for over 5 days. Their website is broken, requesting an invoice results in an error message "Oops, something went wrong...". I then tried their automated online chat support which told me an invoice had been requested and would arrive in 24 hours. Nothing came. Next I contacted a support agent that faithfully told me that an invoice would be sent in 72 hours. 72 hours later and still my inbox was empty.

Desperately needing an invoice, I then tried the app. The app told me that an invoice had been successfully requested and would arrive in 24 hours. Once again, nothing arrived. I have just contacted support yet again and been told that all the problems are fixed and that an invoice will arrive in 72 hours. The problems are clearly not fixed as the website still gives the same error message and I have zero confidence that an invoice will arrive. They have created an internal ticket 10705921which may help a representative when responding to this complaint.

eDreams clearly have significant technical problems. As an online business, such processes should be fully automated. It may be the case that there is a problem that is specific to my booking, in which case support should be educated to escalate to an engineer, but it appears that their outsourced customer service staff are only capable of following documented procedures. If they cannot perform such a simple task of issuing an invoice, I hate to imagine how they would respond to a more significant problem regarding a booking itinerary.

Hello. My daughter booked flights in March when my mother died and we needed to get home asap. My daughter is 15 and used my phone and email address to book as I was in a mess with grief. She has somehow signed up to a subscription which of course we did not want.

Of course we we did not cancel this after 30 days, you have charged us a yearly subscription fee! We do not want to be subscribed and didn’t even know we were. You cannot call anyone about this as it’s all online and what’s disgusting is that you can’t even cancel online as the screen won’t actually allow you to see the cancel button.

Pleas cancel my subscription and refund my money asap. It’s outrageous that you think it’s ok to just take peoples money with a coat of living crisis going on!

Let me know when this is done otherwise o will escalate the matter asap.

Dear E-dreams

I am deeply concerned about your services as I have faced a problem with my flights.

I was booking a flight, from Maputo to Melbourne of which I looked for two layovers, one Thailand (on Departure) and another in Singapore (on return) for at least 12 hours each, however there was a problem with your system which made me lose the first flight I was aiming for.

Furthermore today, I found flights that were not as good but would do for at least a layover of which I was interested in Singapore.

When I proceeded to pay for the flight, there seemed to be an error processing the information, and that I needed to make another payment, however, after that I was surprised with debits on my card which were in smaller amounts to what was to be debited even though the message that came through was that there was a problem.

Worst in fact is that we had to block the card to avoid that and we recieved information from the bank that E-dreams from different locations had made the debits, but we did not get any e-mailed information from you regarding the tickets after the payment, or the debits.

We are starting to doubt the quality of your service, and would like to know what can be done to solve our issue.

Dear Sirs,

we booked flight from Athens to Santorini and back through your e-dreams platform, booking reference is [protected] for two passengers, names: M.M. and I. M, and it included 2x Hand luggage per passenger in the price. When we came to boarding, Aegean staff marked us as OA-LIGHT (which means hand luggage not included) and we paid 40 EUR per passenger at the boarding gate, total 80 EUR.

Best regards,

On the 04th may 2023, an amount of euro 54.99 was deducted from my credit card, I have to the best of my knowledge never agreed to this. I don't know how edreams obtained my credit card details in the first place, I have been in contact with my bankers permanent tsb, they have advised I try and make contact with edreams, I have tried calling and sent thru complaints on your website, to date I have received no answer