eDreams
reviews and complaints

I made a booking to travel via edreams website and they failed to pay the airline on time and thus my flight was cancelled by the airline and because it took me over 45 mins to reach the call centre any attempts to rectify that problem failed (because my flight was leaving in a hour). I had to pay for the ticket with money I never planned to spend. Now the call centre agent requested for a refund on the 19th of June, why haven't I received my money? I am on the verge of being homeless because of this nonsense. If it were a case of me cancelling I would understand, c'mon guys have a bit of humanity. You can charge me the admin but I need to pay my rent.

Good afternon please see my below email send 4th May and a facebook transcript there after. I am struggling to get anywhere with this complaint. This does need to be addressed.

4 May 18:30
Good afternoon, | recently made a booking with you for an air ticket from Dublin Ireland to Birmingham UK. [protected]. The booking was canceled as the flight increased in price. The flight was to depart Dublin at 12.30 on Air Lingus flight E!272, the most worrying thing is that Air lingus confirmed there was no 12.30 flight in fact the flight was 1.30 from Dublin. I spoke to one of your customer services opperators, she reitterated that the flight was 12.30, we explained there was no flight at that time. Your opperator said if we gave her a card straight away she could book that same flight for me. I answered how if the flight time does not exist. We were very suspicious and asked for all my data to be removed from your system and to receive conformation that this would be done. She said she was unable to do this. I stressed that this was my civil right to have this removed, again your opperator said she did not have athority to do this. I wait for an email cofirming this would be done and nothing arrived. For a large company such as yourselves this is not acceptable and I would like an explaination before I start a complaint to the relevant authority. Kindest regards Rebecca King
25 May 11:55
Dear Rebecca,

Our apologies for the inconvenience occurred.
In order to further comply with your request we must inform you of the following:

For legal reasons, we have to inform you that your request must be done in writing and addressed to our Legal department, by email on [protected]@edreamsodigeo.com or by letter to:
Vacaciones eDreams, SL
Att. Legal Department
Calle Conde de Peñalver, 5, 1º Ext.Izq.
28006 Madrid, Spain

Kind regards,

Rick - Customer Care
Thank you for your response. I will forward an email shortly
8 June 13:22
This is the reply to the email address you forwarded. Please can you supply me with a correct email address
22 June 13:49
Dear Rebecca,

I have requested the information to be updated and sent to me.
Once I have received the new contact information, I will inform you immediately.

Kind regards,

Rick - Customer Care
Hi Rick, in terms of speed can you forward my complaint to the relevant details and revert back. This issue dies need to be addressed
12:01
Good afternoon, I am not getting anywhere with my complaint. This does need to be addresed. If i dont receive a response i will take my complaint to the relevent organisation .
Type a message...

Re: Booking Reference [protected]

On April 14, 2018, I bought three tickets from Miami International Airport (MIA) to Brussels International Airport (BRU) departing from MIA on 05/29/2018 at 04:05PM on TUI fly Belgium 218 and returning from BRU on 06/26/2018 at 11:35AM on TUI fly Belgium 217.

On Tuesday 06/26/2018 me, my partner and my son arrived at BRU at 9:20 AM to find that the airline had changed the schedule for flight TB217 with a new departure time at 9:20AM (originally at 11:35AM). At the airport counter of TUIfly I was told that the airline notified eDreams about the change but that eDream never confirmed receiving the notification and that my reservation was showing as "pending confirmation". The airline had notified you (eDreams) on several occasions since May 22, 2018 when they had confirmed their new schedule (see attached documents provided to me by TUIfly associate).

On 06/25/2018 at 5:41PM I requested an automatic check-in and the boarding passes via eDreams application as offered on the webpage. On 06/25/2018 two emails were sent to me asking to do the check in at the airport and showing the same original departure time: 11:35AM. -(see attached copy of emails as proof of my statement)

Your company has failed on informing me of the new schedule and for that reason we have missed the flight to return to our home, costing us to spend two days in Brussels and $2, 096.10 on airline tickets, $110 on car rental and $292.96 on accommodation for two days. Plus, ground transportation to and from airport.

I spent more than one hour on the phone with one of your agents (Oscar) who was very collaborative and he asked to see the documents I have showing proof that the airline did actually notified them about the change. Oscar agreed to review the documents and call us back, but after two hours waiting at the airport for his call, he never did.

I called eDreams again and my call was answered by Flaviano Ferreira, I believe he was based in Spain, who was at first trying to convince me that eDream did not know nor was aware of the new schedule. After he (Flaviano) was looking at the emails I had previously sent to Oscar at [protected]@contact.edreams.com, showing proof that the airline (TUIfly) did send three different messages to your email [protected]@odigeo.com (please see attached documentation) on May 22, 2018 at 12:00, 13:14 & 15:54 notifying you about the new schedule, he changed his speech and decided he needed to call TUIfly to confirm my argument.

Forty minutes after being on hold, Flaviano came back with a new version of what happened, saying that the airline confirmed they notified me about the change and for that reason, eDreams would not be held responsible. In that same moment, I receive an email from [protected]@tui.be (cc: to flaviano.[protected]@edreamsodigeo.com) and signed by Filip. (See attached copy of the email)

ABOUT THAT EMAIL:

We received an email that was supposedly sent to my email [protected]@gmail.com on 05/22/2018.
When receiving this email the first thing I note is that it is a PDF document and NOT A FORWARDED from the original; In addition to observing the PDF I notice that the email contains my partner's surname (DUARDO) and not mine, since the reservation was primarily under my name and all emails and notifications regarding the reservation was handled with my last name (CASTELLANO).
In addition to be a PDF, I noticed several inconsistencies referring to it: a) the format of the PDF which does not appear to be an email but only a plain text with the supposed data of an email; b) the date is not contained as part of the body of the email but added to the end of the email; c) the header of the email is not shown which would contain the data of the sending servers (smtp), dates, "from:" addresses and tentative "to:" addresses.

I also noticed that, in the supposedly case that this email was sent to me, how could they send to me a PDF format email when ALL of the emails I have received in the past from TUIfly are always with HTML content that shows the header and footer with the information and logo of the airline company and not jus a PLAIN TEXT.
It should be noted that in the first calls prior to the "appearance" and subsequent reception of this PDF email, ALL the staff of the company both at the Desk and those who answered our calls, always stated that the emails were sent to eDreams and not to me because the airline doesn't keep my information.

In resume, the miraculous appearance of that email was the perfect excuse for Flaviano, the eDreams representative, to conclude that eDreams was not responsible for my situation since the airline company had shown (according to them…) that I was notified of the change of schedule. NEVER accepting that eDreams did not updated the flight information, sending me emails until the last minute showing the old/wrong time flight information.

I hold eDreams responsible for all the inconvenience, losses, stress and the cowardly way in which they have tried to detach themselves from their obligation as my booking agent. Therefore, I demand the reimburse of all the money I was forced to invest as a result of their poor service.

Here is the list of the expenses:

WOW Air (PYRTFC) From BRU via Reykjav to NY: US$ 2, 096.10

Hertz Rent-a-car from NY to DCA: US$110

Shell Gas Station: US$30

American Airlines (QIVGQT): US$16.80 (I used my AA advantage award miles for flights from DCA to MIA).

Booking.com Hotel at Brussels: US$292.96

Ground Transportation: NMBS Leuven train from BRU to Midi: US$31.64; Bus 9.00 Euros (cash)

UBER from the apartment in Brussels to BRU: 28.56 Euros

TOTAL in US Dollars: 2, 545.86

TOTAL in Euros: 37.56

NOTE: No cheaper flights were available departing from BRU to MIA. This itinerary was the most flexible option to depart on that day.

Enclosed are copies of my records (including receipts, emails and other supporting documents).

I look forward to your reply and a resolution to my problem and will wait until (set a time limit) before seeking help from a consumer protection agency or the Better Business Bureau. Please contact me at the above address or by phone at (+[protected]).

Sincerely,

Paula Castellano

Flight from ods to delhi dated 30th june 2018. No confermation and had deduced balance from card. And when called coustomer service they hung up the name of the guy is amit. I have family function lined up in india. They refused to refund amount and even denied to give another ticket for india. Coustomer support is also iresponsible does not reply

My booking ref no is [protected] on Saturday the 23rd June I booked flights edinburgh to milan as I was booking it never gave me option to put in other passengers name which should be john McKenna it then said contact edreams to pay then the next thing I know I received an email saying my payment went through I contacted your customer service and was speaking with a most unhelpful agent who told me that I would have to pay 110 pounds to change the name for ryanair and then contact easiest after many emails and calls which have cost me 40.00 pounds I have got nowhere. It was an error with your website not my fault as I book with edreams all the time and know how to use websites. I have now had to book a New flight Edinburgh to milan bergamo with ryanair and also contacted easy jet to amend return flight at extra cost to myself as I said I use edreams all the time but will never use you again and will make sure none of my friends do if this matter is not sorted out ASAP

2 Adults On Oct. 13th Bahrain to Sharm el Sheikh
Return On Oct. 18th back to Bahrain.
On Egypt Air.
Booking request received ✔️
eDream booking ref: 3091376025
This my second complaint requesting refund!
My name(on the card): Reda A. M. Alshammari
Second passenger: Mohamed Alrasheed
My email: redab7 @yahoo.com
Mobile : +[protected]
I live in Spain, I can't reset my password connected to above email, I get information in Spanish which I don't understand can I get on in English please.
Thanks

Good afternoon,

I have booked this plane ticket for my first visit to United States visiting family and work in the same time . My name is Ciprian Andrica and along with the plane ticket I have chosen to purchase travel insurance so I can have flexibility with the ticket because of my job .
My booking reference is : 3367203974

Departure: 1
Return: 1

Departure
From Pristina (PRN) to Frankfurt (FRA), with Adria Airways S9MT69
JP/ETKT 016 [protected]
From Frankfurt (FRA) to Denver (DEN), with United Airlines S9MT69
UA/ETKT 016 [protected]
Return
From Denver (DEN) to Zurich (ZRH), with Swiss International Air Lines S9MT69
LX/ETKT 016 [protected]
From Zurich (ZRH) to Pristina (PRN), with Swiss International Air Lines S9MT69
LX/ETKT 016 [protected]

I have called to make a flight change and not only the insurance I purchased didn't help the person on the other end spoke really bad English and was hard to understand, however I was on hold for 2 hours and when someone finally answered the phone, his system got an error and transferred me to "his colleague" and I waited another 20 minutes until someone answered. Well in the meantime waiting the change of the flight went from 169.79 euro to 180 euro or he asked me to call tomorrow instead...
Really? This much respect you have for your customers? I am waiting over 2 hours on hold to pay for a flight change and even then I can't do it...this is outrageous and very frustrating and for sure was the last time I used e dreams.
I was looking simply on paying for a flight and with all the insurance I have bought still couldn't do it because I was passed from one representative to another for over 2 hours.
This is a shame...on a such a large company.
It left a bad taste .
All I wanted is to change the return flight from Denver USA to Pristina Kosovo at no cost ..of course I was willing to pay the price difference in the ticket.
You can contact me via telephone at [protected]

I purchased airfares on eDream's Australian website and their site clearly quoted Australian dollars. This is confirmed by my booking confirmation email. My credit card was charged in a foreign currency and I incurred a foreign currency fee (an additional 3%) charged by my bank. This fee would not have been charged had eDreams charged me $2, 027 in Australian dollars. I rang eDreams on 05/06/18 to advise of the above and they requested I email them proof of the charge (which I did the same night). I was told someone would get back to me in 24-48 hours. As I did not receive a response, I again called them on 08/06/18 and they confirmed the charge should have been in Australian dollars and they had received all required information. I was then transferred to head office and spoke with another person who advised they did not have the authority to refund me the additional amount charged. The man I spoke with advised I would have to lodge an official complaint via their website. I did this the same evening (reference [protected]-[protected]). I received a confirmation email of the complaint lodged on 08/06/18. It is now 13/06/18 and I have not received a response nor refund from eDreams.in Australia it is illegal to advertise one price and charge another. I am very unhappy with what was happened and how difficult eDreams make it to resolve an issue. I have requested eDreams refund me $AUD62 to ensure that I was only charged what they advertised and the booking email states I was charged. Thank you.

I tried to book three tickets to barcelona and a few hours later I received an email stating that my method of payment(card) has been declined for some reason.The next day I contacted my bank and saw that my card was charged with 57.42 TWICE (total 115 euros) without any previous notice.I need to know the reason why this happened and I also inform you that I had my bank agent investigate for fraud and similar crimes.I demand an immediate answer

The company must improve the customer service and provide the cusotmers with full and correct information!

I booked a wrong flight and the only way I could cancel it was to call an american number. So I did call and canceled the flight trough the automated system.
So far so good - I booked another flight for the correct day and the payment went trouth, the information on the website showed the booking is succesul and I was happy for couple of hours untill I noticed I never received the booking reference number. There wasn't any information on the website or with the ailine so I called the call centre again.

The automated system informed me that some bookings can take up to 24 hours until they are fully confirmed and until I receive the reference.
And I waited. After 24 hours of not receiving any information I had to call back and speak to some of your customer advisers thinkink they might be helpfull, but nо, they werent really. The gentleman was not listening to my query. He started speaking about the bookings one by one not stating clearly thet the first booking is canceled. He was talking over me, failing to hear whan i'm trying to explain. I had to tell him 4 times how exatly I canceled the first flight as he was confused how come there aren't any notes in the system. However in the end he did confirm that the booking is canceled. And I was able to ask for the actual issue I called for. He apologised and he said the booking was not successful. When I asked him why I didn't receive any information and why the money are not returned in the card he failed to explain again.

My bad experience did not stop there! After finally booking the flight and receiving the booking reference number I received an email for my check-in for the flight which was supposed to be canceled.
I decided to download the app for opodo so save up some money of calling expencive service numbers.in the application I didn't find any information stating that the flight is cancelled.
There it goes again I called the call centre to ask them what's going on. After waiting for 10 minutes on the queue another unherlpfull adviser picked up the phone. He was not listening, just stating random information for the flight I have cancelled couple of times on 06.06.2018.
I kindly asked the gentleman to stop there and I explained him that I actually cancelled it trough the automated system and an agent confirmed that's cancelled. Finally he decided to read some notes and told me the flight is canceled and I will receive the money back in 10 days. He failed to explain why I keep receiving confirmations for the flight on my email. He was yawning while speaking to me. Despite the frustration I had and the complaint I wanted to open.
I asked him for any reference numer I can get so I have a proof he has done anything, but he started to just speak randomly avoiding my questions. I asked to speak to his manager and in the end of convincing he told me I will be transferred on the line to wait to speak to him.
After aiting for another 7-8 minutes I gave up dissapointed with anything around this company. I hope the flight is canceled indeed and I will receive my money back.

I would never ever recommend anyone to book flight or do it myself trough edreams. Seriously, it's not worth buying cheap flight if you have to spend a serious amound of money after that just to get some information and to get disregarded.

In order to get reimbursement from my airline, I need an invoice from eDreams. I have requested an invoice 3 times over the last 2 weeks and have not gotten a single reply. This is absurd and reportable to the BBB. All businesses need to provide the customer with a receipt in a timely manner.

I also don't understand why delay between requesting an invoice and receiving one. Aren't invoices generated automatically electronically? What is the cause for this "delay"?

Good morning, my name is Paolo Langé.
I booked and payed to eDreams 236, 56 Euros on 14 Jan 2018 for a flight from Siviglia to Bologna that had to start from Siviglia on 07 April 2018 hour 10:10 (ref [protected] Ryanair flight 4349).
On 30 Jan 18 Ryanair sent me an email for a change in departure (from 10:10 to 20:45) telling me that "As your flight time change is over 2 hours you may cancel your flight and apply for a refund".
So I cancelled the flight and asked for refund.
On 31 Jan 18 I received an email from Ryanair telling that "the amound refunded to your credit/debit card is EUR 180, 73. If you have not made your booking directly with Ryanair, but through an online travel agency, please contact the travel agent directly to request the refund. We can confirm the refund has been processed back to the original form of payment used by the agency which might not be your credit card.in such a situation your travel agency has to arrange a refund for your account".
So I ask to you the refund.
Please contact me by email at paolo. [protected]@gmail.com as soon as possible.
Thanks, Paolo Langé

Dear sir/madam

Hello
Due workforce strike in France our flight (Vueling-VY 6251) from Rome to Paris on 23 rd May was cancelled. I ordered 2 tickets from your website (Booking reference: [protected]) and I contacted to Vueling in order to get refund. I was told that your company is responsible for refund money. When will you refund money?

Bests Bolormaa

on the 27/05/2018 i have payed for flight ticket which costed £236.63. however, the payment has been taken off my account twice, the payment has been taken off on the 29/05/2018 and on the 30/05/2018. I've been to the bank for a claim and I've been asked to complain to your company for a refund. i will like to complain about this mistake as i want my money back

Hi! Well I was booking some tickets for my sister and her family for a holidays in spain, so I booked one yesterday 28th of may 2018and then the next morning my boyfriend told me that it seems that my booking didnt went throught that they didnt took the money, and ive tried to book another flight with her with skyscanner and it keeps happening the same, and when I called earlier to edreams, 1. They took ages to answer the stupid phone, 2 the person of customer service didnt had a good english and 3 he was totally rude and totally had no patience!

Without a doubt, this is the worst tour operator, that I've ever had to deal with.
I made a booking at 12pm on Sunday 20th May 2018. The flight was due to leave Ibiza at 21:40 on the same night. Payment was taken and an email to confirm booking was received.
When we are at the airport, I checked my email to realise that confirmation was still processing, so decided to phone e Dreams.
They kept me on hold for 25 minutes, only to respond by stating that, as I wished to travel within 48 hours of the booking, this was not allowed.
Why then did then not stop the booking immediately, and why did they take my payment?
FOUR DAYS LATER, the payment has still not returned to the bank account, despite phone calls, where they made the agreement that the money would be returned after 72 hours.

There was suppose to be a refund over a month ago and all I get are excuses. I have called several times and im always asked to confirm my bank info and that i will get my money. First they said 2 weeks then 6 days and the last time they said 10 days. Im going to start looking for attorney, because just like me you have done this to many more people! I deserve to get my hard earned money back

My fault to start with, I admit, but I erroneously booked a ticket and paid for it and when I realized my mistake, I e-mailed eDreams, asking them to change the booking.

I didn't ask for a refund - just a change in ticket - and the ticket was booked 2 and a half months before the actual flight. They responded to my e-mail a month and a half later, telling me that there was nothing they could do.

What bad customer service to a) respond so late, b) make absolutely no attempt to accommodate me. If this was a last minute ticket I would understand that the alternative flight I requested could be fully booked but there was plenty of time for changes.

My experience with eDreams has been a total fail - from the fact that there are no local telephone numbers for my country on their web site to they abysmal response time to the fact that once they have your money, it's bye-bye baby!

I will NEVER, EVER use them again

Customer-Email: [protected]@gmail.com
Booking reference: [protected]
Last name: MYINT
First name: TIN AYE
Email: [protected]@gmail.com

On last April 10, 2018 I've booked a flight with a Booking reference of [protected] and you eDreams reply me that "We regret to inform you that your booking has not been confirmed after submitting your request to Icelandair.

No charges will be collected from Icelandair for this requested booking and any charge debited by eDreams will be refunded."

But till May 19, 2018 we got no response from eDreams customer service at all. I even tried to call Customer service at Singapore Office but they transfer my call to one person to other again and again and they even hang up the phone. You eDreams owe me S$ 1, 274.10 and i want to know how you customer service team can solve this problem for me as soon as possible.

Thanks and Best Regards,
Tin

Tin Aye Myint
Operation Manager
Western Holiday Travels & Tours
29 (2A) Aung Tha Byay Street, Sanchaung, Yangon.
95 (9) [protected], [protected], [protected], [protected]
Email: [protected]@gmail.com

My complaint is similar to others. eDreams charged my account which was declined by my credit card company and then quickly re-charged which was accepted. The next day I was notified that the booking was cancelled by the airlines. Which was interesting since the tickets are still available. I called and was told that a refund was issued and should go through in a couple hours but at least by 72 hours. That didn't happened. the charge still shows "pending" and my credit card co. says they cannot open a fraud charge against them until they either return the money or accept it and I can then show that I received nothing for my $500. Oh--and by the way, the [protected] number that they gave in their supposed responses to the person who filed the complaint is frozen/protected and cannot be called . So that too is bogus and evidence of a fraudulent claim made by them as a defense of being available to resolve the dispute. Which I'm guessing will be what happens with this. I hope you do not participate this time in that process.