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I purchased three tickets from Dubai to Paris with Turkish airlines with eDreams for June 26, 2025. Due to the situation in the Middle East we decided to cancel the trip. I requested the cancellation of the trip on June 24 and a few hours later I got the notice that I had to contact Turkish directly to cancel. It turns out that the Turkish airlines website said that it was not possible to cancel the ticket because it had been purchased through an agent. I reached out to eDreams and was told that they could not do anything because the cancellation request happened less than 72 hours from the flight. I called Turkish who told on the phone that they could not cancel the ticket.
Nowhere in their website eDreams warns customers that they may not be able to cancel the tickets. Instead, they promise Prime customers free support and free cancellation and changes to the purchases free of charge. This is misinformation, and their customer service does nothing to help. I believe I am entitled to a refund for the trip and the cancellation.
Claimed loss: $908.70, the price of the three tickets
Desired outcome: Full refund and that they put truthful information on their website.
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I purchased a ticket to EDreams for a flight from Dubai to Paris via Istanbul with Turkish Airlines to take place on June 26.
Due to the events in the Middle East I requested the cancellation of the flight on June 24 in the morning. A few hours later, EDreams sent an email saying that I had to contact Turkish to request the cancellation myself. I was a bit appalled with that, and contacted EDreams to enquirer why was I the responsible to contact Turkish to request the cancellation. They told me that was the procedure because the request was filed less than 72 hours. (Nowhere in their website they have this information).
I tried to cancel the flight with Turkish and Turkish said that since the flight was booked through an agent, it was the agent who had to request the cancellation. I reached out to EDreams again and they insisted they could not do anything. I called Turkish Airlines costumer service in Turkey and got the same answer. They could not do anything because it was the agent that was responsible for the cancellation and refund — logically since I paid the agent, not the airline.
I then called their VIP costumer service in Florida and was told the same thing: That they had nothing to do with the situation and that I had to contact Turkish for the cancellation.
While I was going back and forth between Turkish airlines and EDreams to get the flight cancelled I get an email from EDreams stating that the Check-in had been successful and the boarding passes were attached to the e-mail (in attachment). I travel by plane around 20 times a year and this was the first time in which someone did the check-in on my behalf, without my authorization. I called them to complain about that and they said that this was to facilitate my trip that I didn’t want to do.
It gets worse. At the time of the boarding, I got a phone call from the Turkish airlines officer at Dubai airport asking if we were going to board or not as they were waiting for us.
I think that all this behavior by a major online booking company shouldn’t go unnoticed, they should refund the full value of the airfare we paid ($908.70), and they should get punished by the regulator for such disruptive and disrespectful and fraudulent behavior.
