eDreams
reviews and complaints

My reference no.:[protected]
Hi, I am very disappointed about your company service.I bought the flight ticket from your website, the Guangzhou(China) to IKA(Tehran, Iran)Mahan airlines on 30th March, 2018 and IKA(Tehran, Iran) to Guangzhou (China) 23:30 on 7th April, 2018.
I went to the IKA about 4p.m. on April, 2018 and I cannot find any information about my flight. So I check your website, and the website flight itnernary still show that my flight is 23:30 on 7th April, 2018. So I wait in the airport for few hours until 7p.m., I still can't find the my flight information.And then I called your help centre, your staff told me that my flight was cancelled and re-schedule to 8th April, 2018.I was very shocked to hear that news.Because I don't receive any information about the flight is change until I cannot find the flight and call your staff.So I told your staff I cannot take the flight on 8th because I already bought the train ticket from Guangzhou to HongKong on 8th.I asked them to cancel the flight and refund.Or help us buy the other ticket back to Guangzhou or HongKong.And your staff transfer my phone to different departments, at the end the staff told me that he cannot help me to find the other flight.I am so angry, because I called the your company around a hour.They just transfer me to different departments and said cannot help me.
So I bought the other flight ticket back to HongKong cost me about 1000USD.I called your company help centre again when I back to HongKong on 8th April before the flight is departure.I told your staff that I want to cancel the flight and refund.As usual, your staff transfer my phone to different departments.At the end still no one can help me.
Yesterday, I called your help centre again, said that I want refund.And your staff told me because I didn't take the flight, so I am no show.Can't refund. I am so angry!And I told him, I was booked the flight on 7th April, not 8th. when my flight schedule changers, your company didn't notice me. And I called your help centre on 7th already said that I cannot take the flight on 8th.I needed cancel the flight and refund when I called the help centre again on 8th. I said I want cancel the flight and refund again and again.Still no one can help me.Because of your company mistake cause me can't take the flight and bought the other ticket.How can you said that I was no show, so cannot refund.And then the staff transfer my phone to other department again, finally the department staff hang up my phone.
I am very disappointed about your company service, especially the help centre service.I cannot find any help from your staff.
I want you to refund my ticket and give me some documents to prove that my flight was cancel.

Dear Sir/Madam,
Reference: booking number [protected] via Edreamer - and its failure to booking flight no. VN 652 from Singapore to Ho Chi Minh city, Vietnam.
I am writing to you in connection with the above flight which I was booked on May 2nd 2018.
The booking was supposed to enable air ticket from Vietnam to be issued before our departure. However, when we reached the check-in counter of the Vietnam Airlines at Changi Airport in Singapore, we were informed by the officers of the Vietnam Airlines that the tickets were not issued.
Under such circumstance, I called to Edream office(USA number) through overseas lines(in almost 30 minutes) and after being diverted into many operators, I was informed that the tickets were failed to be issued.
Under international and USA law, I opted to take a last minute rebooking at Changi Airport- Singapore at high rate.
Apparently, I am entitled to the sum of refund of USD 728 and compensation due to above incurred expenses namely:
1/ Overseas call in 30 minutes for roaming charge from Singapore to USA: (Vietnam Dong) VND 30.000/minute (quoted per attachment and the link from the operator Mobifone: http://mobifone.vn/wps/portal/public/dich-vu/quoc-te/quoc-te-list/cvqt-thong-thuong/!ut/p/a1/hY9dT4MwFIZ_TS-7HtgH07squjBGNjeJwI0pWGgjtqwr-PctJjNm8eNcnK88ec95SUEyUig2yIZZqRVrx7lYPG92G99bzfwY4sQDSmM_DIH6h51H1v8BGcl9k9wmDSk6ZgWWqtYkq4ajxVZo1bjcu0KeSHEhtU59JzVL0_RxP_WC-SWwjdMAaHS_jB6ubrxtFPwNrMIzAL8EhdFO0-ry03lOVTldur8Nr7nhZtIbtxbWdtcIELzpUtZa8cmgELx3JwSdNpa1rvZlKysEL7ISeOgRHHtdYcu_GlwJia3kFoFzz3HJND7LYcOwGjHVaCZ_ekPokyXZt_Okey3Kxf6uTuw8_wDFJXc6/dl5/d5/L0lDUmlTUSEhL3dHa0FKRnNBLzRKVXBDQSEhL2Vu/
Vienam Dong (VND) 30.000 x 30 = VND 900.000
Or equivalent (forex USD/VND: 22.740): USD 39.57 (1)
2/ Charge for buying tickets at Vietnam Airlines JSC at Changi Airport terminal 4
(Please see attached the official receipt):
Singapore Dollar SGD 920
Or equivalent(forex USD/SGD: 1.337): USD 688.85 (2)
Total amount of compensation claimed on you: (1) + (2) = USD 728
In case you already wired refund to me USD 492.52, then please offset it with the above claimed amount and wire us the remaining to the same account.
I look forward to receiving the compensation within the next 14 days.

Yours faithfully,
Tran Vu Khanh

I booked a pair of flights from zante to London. I realised when payment for accommodation was being rejected that they charged me the same price twice(180 euro each time), edreams and edreamsEUR were coming up in my bank history. I rang customer service who suggested it was my fault for doing it twice but that the money was on the way back and would take 72 hours. 72+ hours later no sign, and still unable to afford accommodation which the price of which increasing. I rang customer service again (very expensive service) who said that they only took one payment and to go to the bank.Not to mention the service charge for doing something that would be free on easy jet's own page.

Customer-Email: [protected]@gmail.com

Booking reference: mfecta
Last name: Van Dyck
First name: Marianne
Please select your question: request
Service booked: flight
Subject: others
Your question: We do not agree with the amount for our Bru Alc Bru flights on May 7 - June 13. We received an amount of Vueling for the same stretches on the same dates of € 371, 96, you quoted and will deduct from our account an amount of
€ 428.93 We ask you to refund us the difference on our account, with immediate effect. we can provide you with an invoice of Vueling if necessary.
Ganzinga Van Dyck Willem and Marianne
Email: [protected]@gmail.com

I booked three flights on eDreams. Although my surname is correct on my reservation (my reservation number is [protected]) and confirmation letters that I received, there is a letter missing in my ticket. I noticed it when I tried to make a reservation on the airline to carry my pet with me. Regarding this issue, I called customer service many times and although they accepted that it was all their fault they told me that it could not be corrected. I am asking them to correct their mistake or to give me a full refund so that I can buy a new ticket.

On October 25, 2017, my son and I were flying from Arequipa, Peru to Lima, Peru. And then onward from Lima to Mexico City, then to San Francisco. When we scheduled the trip we were only given a 1 hour 47 minute layover in Lima, which was decreased to 1 hour and 17 minutes, when Peruvian Air changed their flight time from 2100 to 2130. Our flight was further delayed causing us to miss our flight from Lima to Mexico City. We were then made to pay out of pocket for our onward flights from Lima to Mexico City, Mexico City to San Francisco. I am asking to be reimbursed $1520.44. This would not have happened had we been given a longer layover. Rules state that there should be at least a 2-3 hour layover between international flights at a minimum. Thank you, Stacy Beilman

eDreams booking ref: VEOWLP
IB3857 on 13th April 2018
I booked with eDreams and flew to Lanzarote with no trouble at all. On the way back, I was stood at the check in desk when they told me that my flight had been cancelled by eDreams. I called eDreams with 45 minutes to spare and they kept putting me on hold so I missed the flight - there were no seats available as mine had been cancelled.
They managed to find us a fight on Saturday 14th with Aer Lingus via Dublin and I agreed to book this.
eDreams firstly told me that I didn't pay for the flights and they were all cancelled, until I said that we had flown in OK. They then said it was only the return that had been cancelled, until I told them that I was receiving updates until 14th December, then they changed their minds.
On they way back to Playa Blanca we were in a near miss car accident. I tried to check in online to Aer Lingus and found they had booked my 6 year old onto the flight as an adult and her booking was invalid. I spent over 2 hours trying to speak to somebody about my booking - they couldn't find the new booking on their system. At 1am on 14th April they finally admitted they had made a mistake but they couldn't get hold of Aer Lingus to resolve the problem and said everything would be ok.
I heard nothing else, so had to call the airline on the way to the airport. They sorted it out fine, we checked in and got on the flight. I returned to Heathrow but my luggage hasn't.
I have had a terrible few days and my holiday has been ruined. I have extra exenses that eDreams are not willing to pay. They don't reply to emails or answer the phone.

If I could give negative stars I would. We booked a flight back in november last year from tokyo to slc with a 3 hour layover in lax. We get to la to find that we have express passes because our flight is moved up (they don't tell us the new time). But we have to get our luggage and get through customs before we can re check our bags again. It takes 25 minutes to do so and we're told at the bag check that the flight has left. It was scheduled to leave 20 minutes after our last flight had landed! We talk to information and they tell us the flight time was changed months earlier. Edreams never notified us of the change so we could make other arrangements and gave us an impossible layover. The airline (alaska) was very nice and made arrangements for us but the soonest we can leave is in 14 hours and we go to portland before slc. They gave us premium seats but it's not even their fault this happened. It is edreams fault and we have called them and they are doing absolutely nothing - not even an apology and have taken our money and have hung us out to dry! We will never use them again and will notify everyone to never use them. Screw this scummy company!

From:
Russell and Barbara Coburn. Australia
We made a booking by teelphone to eDreams on 1 April 2018. The booking/s were fro a flight on 17 June 2018 from Palermo to Athens via Rome. Departing on 1335 from Palermo arrive Athens 1835pm.
The booking reference number is [protected].

We contacted eDreams on 8 and 9 April, to request a change of flight dates from 17 June to 15 June 2018.
We had paid the eDreams Premium Service fee for these flights as we were advised by the representative that we could change or cancel the booking/s as stated on our confirmed email "changes and cancellations free of charge and as many times as the fare allows (excluding providers fees according to fare conditions)"

No explanation was given by the representative as to the condition of the airline, Alitalia. We accepted the representatives advice and paid the Premium charge, as coming from Australia we could have schedule problems.

We contacted Alitalia and they advised us there were no problems with the change of dates as it would be the same flight no.

On all occasions ringing eDreams we were told we could not change the date of departure because of the airline. Alitalia advised us that there is no problem. We were never advised of any airline condition of Alitalia that the change could not be made.
We would not have taken the Premium Service charge or made the booking if were were advised correctly. There would be no sense to doing this in case we needed to make a change.

We find that the advice given was not correct or not given at all by the representative who was extremely helpful with these bookings.

We were recommended to use eDreams when in Europe but find what has happened to not be so, as it has caused a problem which we would not have had if the conditions were properly spellt out or explained by the representative as he would have been aware of the Airlines conditions, if any.

We would appreciate if this matter could be resolved sensibly and quickly as we need to arrange flights. Alitalia has assured us there are available seats and there would be no problem if contacted by eDreams.

Your quick reply would be appreciated

Yours Sincerely

R and B Coburn

Hello,

I've been a victim to a car rental scam with Premium in Romania. I had made a reservation of a Dacia Duster 4x4 via eDreams. Upon arrival I was given a brand new Opel vehicle. They also requested to block 900 EUR on my credit card for possible damages. Since I suspected that there might be issues, I requested to change the car. However, they had informed me that this was the only available car and that I could cancel the reservation instead. I had been with a family and with bags and already away from the airport so I decided to take the car and take good care of it.
I had guarded the car throughout the rental week with my life. I did not even park close to other vehicles so that nobody opens a door next to the car and scratch it. I did not cause ANY damage to that car.
Upon my return an agent has reviewed the car and had shown me 3 very minor scratches. If you had given me the opportunity to search the car and find these scratches I would not found them. They were so minor that it wasn't even possible to take a picture because the camera resolution was insufficient to capture them.
I refused to pay for these minor scratches which had probably been there to start with or maybe caused by regular and totally resolvable wear and tear when driving a vehicle, because there was contact with anything that could have cause them during my use of the car.
They had charged the blocked 900 EUR . I refused to authorize and sign the charge and they told me that if I don't sign, they will not give me a ride to the airport with the Shuttle. So I did not sign and we have taken a taxi to the airport.
I refuse to pay this fine of 900 EUR and I kindly request that you intervene and make them remove this unjust charge.

Thank you in advance for your help.

Dear Sir
i booked a flight with edreams through sky scanner
i have cancellation insurance - premium
i cancelled my trip and i tired to call you.
let me know your email in order to connect with you in order to refund my payment

knowing that customer service who cancel my flight told me that you have to contact insurance of cancellation in order to refund your payment

Reference No of flight [[protected]]

My phone No [protected]
Email : mohamed.[protected]@graphicaroma.com

waiting your feedback

Hi,

Date of incident:
2nd of April

Incident:
For our return flight on the booking Opodo 3450252507 you never confirmed the return flight. This led to us being stranded in Berlin and having to purchase new tickets to get home.

Resolution of complaint:
Refund of purchased return flight
Refund of the replacing return tickets
Refund of loss of income

Hi, I have just booked my ticket from Singapore to Thailand Bangkok departing on 19 April 2018 (Thai Lion Air) and flying back on the 21 April 2018 (Jetstar). The total amount stated is $336.90. However when I check my account, it was deducted $484.99. There is an additional charge of $148.09. Do advise. Thank you. Email address: [protected]@gmail.com. Booking reference number: [protected]. Name: Ng Shu Yan.

We booked a return flight to Rhodes from Brussels to Rhodes in October 2016 with Edreams. The return flight was cancelled and we contacted Edreams to resolve the problem. We were told to book another flight on our own and we would be reimbursed for the return flight that was cancelled from Rhodes to Brussels.
A reimbursement to my credit card was never made. After eight months of emailing Edreams, they insisted that a credit card reimbursement was made on 19 July 2018. I contacted my bank credit card department and asked if a credit was made to my credit card for 438 Euros for July 2017. They confirmed that NO credit was made to my credit card for this amount or that any credit as recorded for my credit card for 2017.
The bank followed up with an email to Edreams stating their findings.
Still to this date, Edreams insists that a credit was made to my credit card.

I bought a return flight from Kuala Lumpur to Bali from eDreams for £314.33 for 2 people. They only took £117.23 out at first (6th March), as we had only been sent the confirmation of one e-ticket. I did not receive the e-ticket for the other flight, tried to contact eDreams via facebook, phone, email, to no success. I finally found out to look at my booking on their website, to which it said it was not confirmed (the email was badly worded and made no sense). They told me the flight I wanted was not available, and offered me to buy another suggested flight, however this one was much later and would mean missing connecting flight already booked. I turned down this offer, happy with the single e-ticket, and told them as such. They then proceeded to take out the rest of the £314.33 (£197.42) on the 22nd March, after I had booked that missing flight from another company. I phoned them, to which they hung up on me mid sentence. I demand a refund of the second payment, as I have not been given any goods.

With booking my flight with eDreams I purchased Travel Insurance:

Cancellation + Assistance insurance - booking reference: [protected]
(booking confirmation dated March 8)
Destination: Zagreb
Departure date: 04-06-2018
Return date: 24-08-2018

I asked for the cancellation and a refund of my Travel Insurance a few day latter the customer service of eDreams, which diverted me to the Travel insurance company. The Europ assist informed me later, that the charge for the Travel insurance was made by the travel agency or airline. I got also reply from Condor, with which I'm flying, which also said that it is the traveling agency who is responsible for cancellation and refund. I have all the correspondence on my gmail account.

I asked for cancellation and refund within 14 day after the purchase (I took me all 14 days to get a few answers, but no resolution yet), which was March 8 and I insist on completing the Travel insurance policy cancellation and the refund made as soon as possible!

Irena Jager Agius

its nearly a month i am still waiting on my refund, they transfer me department to department, every time i call they says sorry we cant see you bank transfer details on our system, passed 3 weeks i called 20 times approx, they send a standard email that; " you refund has been processed"
Tried responding several times to the email you send stating to respond but get a notification saying its a no reply email address. I contact several times providing my details! i only advised by their customer advisors that they are escalating my case to supervisor or their financial department, they never contacted me. there is no management who take responsibility, i feel so regret i used edream to book my air ticket.

My domestic flight times (2/3/18) were changed and I called numerous times to obtain new flight options and eventually they were made and confirmed by eDreams. I called a few days before to confirm everything was good to fly with the new changes and I was told, "yes".

The day before I flew (28/3/18) I tried to check in online and none of the e-ticket/ booking ref or flight details allowed me to check in. It said it didn't find my booking. I called eDreams and they told me that my tickets are booked and all is showing on the system and the domestic airline website must be having a problem and I just need to go to the check in counter and check in by providing the E-ticket number.

I tried to check in at the airport and I was told" my ticket was changed but not issued". Meaning I had no ticket to fly. I tried to call eDreams with no answer. I had the same issue with my return flight. I again tried to call eDreams with no answer. These calls cost me international rates which I shouldn't have to make if eDreams issued my ticket. I had to sort this out myself.
eDreams I am expecting a reply and compensation for this aw-deal that caused me stress, anxiety and pure disappointment. Booking ref: MJ7Q9Z, E-Ticket [protected]

Yesterday I tried to order 2 flights. Ref nr. [protected] and [protected]
It was impossible to charge from my account yesterday, but now it should be possible. I tried to call you 4 times! entered ref. number, but it did not work. I can neither cancel the flights nor book them again, because my family already figure in the list of passenger. Please, do something - either cancel or proceed with payment, but don't leave me in uncertainty. I still want to buy these ticket and my account should work properly now. I expect some information from you.

I am finding it impossible to make progress on my refund due to flight cancellation by the airline. I am restricted to flying on that particular day therefore an alternative is not possible.
I have spoken to a number of agents who informed me that the refund was escalated but as yet, I have received no confirmation of this. The airline themselves have already refunded the baggage payment so I cant see why there is a problem or delay.
Can a representative contact me as soon as possible to resolve this issue.

Thank You
Steven