eDreams
reviews and complaints

I called eDreams and paid (around $450 aud) to change my child’s flight to a new date. The guy said, you should get a confirmation email within 2-3 hrs, it never came. I called back a few days later and was told they just had to finalise things with the airline and to wait for my confirmation. A few more days, nothing, I called again and was told the same! Still nothing. I called the airline and they told me no changes had been made. I have now changed the flight for less than half that price through the airline itself. I need my money refunded ASAP. This is absolute fraud.

Booking numbers: [protected]

[protected]

Soon you will be contacted by my Bank and my lawyer because of this outstanding behavior.

Also I will take my time to write on forum and social networks about this.

It is not that you took my money without my will... I also have to block my credit card.

So keep on with this "hide and seek" game... I assure you I will win.

Regards and shame on you.

Vladimir Avramović

I was making a reservation on your website, at the end your website kept saying that the payment didn’t go through and that my bank wasn’t authorizing the payment. Then after I had mad another reservation through ANOTHER website, I receive a confirmation email from edreams and my bank statement says that I was charged on my card, even though your website kept saying the transactions didn’t go through

On 2021/10, I booked a flight Tokyo, Japan - Vigo, Spain, for 2021/11/30, operated by Qatar Airways.

I paid 771,11USD.

Due to the surge of COVID cases in Europe, following the recommendations from European and Japanese governments, I wanted to change my dates and take the same flights on another date.

On 2021/11/26 I was given the option to ask for a refund and rebook, which I chose.

On 2022/02/04, after a long time unable to get any additional information, I got a refund of 35,61USD, less than 5% of the paid value.

When I try to get information eDreams says my tickets are non refundable as per the airline policy.

So why was I even given the refund possibility in the first place?

And why is eDreams even selling these tickets (hiddenly non refundable), specially considering the responsibility of individuals and companies in ensuring safe travelling to avoid the spread of COVID pandemic.

No further questions regarding these tickets are addressed by the automatic or human chat operators.

As thousands of people, today is my turn of being scamed by edreams. I purchased my tickets and am in urgent need of help for changing the booking. Their website is full of phone numbers that do not work and emails that do not reply. The website is full of innacurate false information regarding their customer policies. After a few minutes of reseach (now hours), I could see that they have been highly fined for false advertising and excessive phone charges and a excessively poor customer service. Its been many days I tried to contact em and I have not heard from them, I sent emails at about 10 different of their email adress I could find on the web. Some of their employees are obviously surfing blogs trying to catch up with their reputation. Some of them are even more preocupied at updating Edreams facebook pages instead of just helping me out it seems. It seems that someone is always there when a complaint comes out to appologies and offer to write an email at their customer support though. I would greatly apreciate not being ignored. If you provide false information and /or are ignoring people, you are commiting fraud. Even if you'll say you didnt know (poor you) after thousands of complaints, You know!

My flight from Kuala Lumpur to Barcelona was canceled in April 13th 2020 and I have been falsely reassured on various occasions that my refund would be processed. Initially, I was told 3 months, then 6 months, and now more than 20 months have passed and I have yet to receive my refund. Reference number: SRBOIF. My wife and I are frequent travelers and have now learned the hard way that you should always book with the carrier when possible and not with 3rd party aggregate generators because they try to pass the accountability onto the airline yet they have no problem taking customers' money.

No Customer Service from eDreams, worst company to deal with.

Unable to contact edreams and still waiting for my money since September 2021.

I couldn't contact them, it was cancelled by the airline/eDreams we have not been refunded. It is almost impossible to contact eDreams, as they have no email address you can contact. Their on-line Help Centre was totally useless in processing my refund. (The Robo-chat bot was particularly of no help). The service has been nothing but terrible.

I don't recommend them to anybody

I never ever buy any tickets from them again

Frustrated to be dealing with eDreams. Their customer service is an absolute disgrace.

Reading the reviews on several websites more than 80% are unhappy customers how can this company not be investigated

I have been for the past few months, fighting to have my refund on a ticket I bought by mistake.

On October 30 I bought a ticket and in two minutes after I realized the destination was incorrect. I immediately contacted eDreams and the representative informed that it would be cancelled and refunded in 72 hours.

On November 8 at 10:07, I called again, and the same information was told.

On November 16 @ 9:19am the same information. They informed they were contacting the airline and in 72 hours it would be solved.

On Nov 17 @ 10:15, as well as at 10:25am. All of them informing that the call was escalated and would be solved in 72 hours.

Other calls in December were made and January.

Last, I called Lufthansa, who informed me that the ticket was cancelled 8 minutes after issued as per e-Dreams request, and the money refunded.

Today, I called again and nothing yet. The representative told me that I was holding information and that is why they could not provide the refund yet.

The trip was a family emergency due to health issues. I made a mistake and corrected immediately however this company is being holding my money for all these months and interests are accruing on my credit card.

Also, in the midst of all these I got a charge on my credit card for a premium membership that I never authorized. After a few calls they refunded me for that illegal charge.

This company is creating me additional financial hardship and emotional distress. It has been more than 3 months.

Hello,

On January 16th 2022 I tried purchasing air tickets from Madrid to Amsterdam. The amount was 736.93 euros. I got charged and never received the tickets.

Opened up a case eDreams case 2579110

10 digit booking reference number [protected]

======== BANK ACCOUNT ===========

SEPA iDEAL

IBAN: NL51ABNA0565668625

BIC: ABNANL2A

Naam: Odigeo via Adyen

Omschrijving: [protected] 0

[protected] eDreams-[protected]

69

Kenmerk: 16-01-2022 10:02 003000

[protected]

TegenrekeningNL51 ABNA [protected]

RekeningnummerNL91 ABNA [protected]

Rentedatum16 jan. 2022

========== Adyen Payment Processor ==============

Thank you for contacting Adyen.

Adyen is a Payment Service Provider and offers technical systems for handling payments online for merchants via credit card, bank transfer, and other payment methods. This is why Adyen may appear in your bank statement, instead of the name of the company you have purchased something with.

Bellow you can find your transaction summary:

Merchant name: eDreams

Amount: EUR 736.93

Captures: EUR 736.93

Adyen PSP reference: [protected]

Merchant reference: [protected]

Referrer:

Authorisation date: 2022-01-16 10:03:17 CET

Current status: Settled 2022-01-18 04:29:27 CET

Settled means the financial institution already transferred money to Adyen.

==================

Hi,

I would like to document the communication that I have had with edreams to resolve the issue of name change to one of the passengers in the booking I made. Booking reference: [protected].

Wrong name: Gary Thomas Thomas

Correct name: Gary Thomas Evans (see copy of passport)

Thursday 27th January

- I made the booking with the incorrect surname.

- I chatted with you on the edreams app chat and spoke to Jasmeet Singh3. She assured me that this could be resolved and that I needed to send a copy of Gary’s passport to [protected]@contact.opodo.com (see email below). She said that she had passed this onto the specialist team and they would update the name (see the photo evidence) and to wait between 24 hours and 72 hours.

Monday 31st January

- I called edreams to confirm that this had been done. But they informed me that nothing was raised and that they had only now raised this enquiry to Lufthansa. They said that this would be the decision of Lufthansa to sort out and we had to wait 24hours to 72 hours.

- Before the call ended, I asked for confirmation that this would be solved without a charge and they gave me Lufthansa’s number.

- I spoke to Lufhansa and they said that if the booking was cancelled by the booking agency (edreams) within 24 hours that it was free of charge. Outside of 24 hours, the name change was now a discretion of the airline and that this needed to be resolved through the booking agency (edreams) not by me.

Tuesday 1st February

- I called edreams and spoke to Sapna Yadav who said that I needed to wait for 72 hours from 31st January when I raised the enquiry. I explained that I raised the enquiry on Thursday 27th January which is over 72 hours ago and that this issue needed to be resolved today.

- She spoke to her manager, Lokesh Chaudhary, who said that he would speak to the agency and get back to me in 4-5 hours. I asked if he could call sooner and he said that he could in 2 hours.

- I said to Sapna that I did not want to explain my situation again to Lokesh and that it was her responsibility to relay my issue. I asked for an email to document the communication between myself and edreams and to ensure that Lokesh had all the information he needed to make sure that the name change could be done.

- Sapna has just told me that the name change is not possible and that I would need to cancel and get a refund. The only refund that I will get is 134 euros if I cancelled all of the tickets. Or I could cancel Gary’s ticket and get no refund.

- I asked to speak to her supervisor and I spoke with Lokesh.

- He advised me that he is escalating this case to his team to speak with Lufthansa and ask for a ‘favour’ or exception on this case and that he would contact me in 24hours.

- I explained that this is not my issue to resolve since I contacted them within the 24 hour cancellation period that Lufhanksa give.

- I am waiting to hear from them.

Thanks

Kate

Here is evidence of my email on Thursday 27th with the passport for the change of name.

From: Kate Green

Date: Thursday, 27 January 2022 at 11:30

To: [protected]@contact.opodo.com

Cc: Kate Green

Subject: NAME AMENDMENT GARY THOMAS EVANS

Hi

See attached a copy of his passport.

Thank you

Kate

I booked a flight from Tokyo to San Antonio and it stated the flight did not go through however my card was charged for a potion of the fee which was 280 dollars. I need that money back so I can book another flight. I’ve tried contacting them but it’s so difficult

Hi! I apparently have a prime subscription, although when I log in to cancel it, I cant seem to find any prime subscription linked to my account. Yet edreams have withdrawn about $80 from my bank account. What prime account has edreams linked to my bank account? When I log in to edreams website, there is no prime subscription, how can I cancel a subscription I dont have?

The amount of money carged to my credit card is about $80, taken 2022/01/29. I cant tell you what prime account I want to cancel because I dont know, they just charged my credit card, cant find any prime account in my name. I dont wish to provide my bank account info on her, hope that is understandable.

I booked a flight to Athens Greece by way of Madrid Spain.

The day before my flight, the first airplane company, British Airways had to cancel the flight due to inclement weather. I contacted https://www.edreams.net/ help me sort out how to make the transit flight happen.

The operator told me there is nothing they can do and I have to sorted out all my own.

I had to pay $150 for a COVID test to get on the flight form JFK to Madrid. https://www.edreams.net/ did not care, their agent could not help, and directed me to contact the airplane companies on my own to sort out refunds for alternate arrangements.

This company stole my money and time.

Hello,

On January 16th 2022 I tried purchasing air tickets from Madrid to Amsterdam. The amount was 736.93 euros. I got charged and never received the tickets.

Opened up a case eDreams case 2579110

10 digit booking reference number [protected]

======== BANK ACCOUNT ===========

SEPA iDEAL

IBAN: NL51ABNA0565668625

BIC: ABNANL2A

Naam: Odigeo via Adyen

Omschrijving: [protected] 0

[protected] eDreams-[protected]

69

Kenmerk: 16-01-2022 10:02 003000

[protected]

TegenrekeningNL51 ABNA [protected]

RekeningnummerNL91 ABNA [protected]

Rentedatum16 jan. 2022

========== Adyen Payment Processor ==============

Thank you for contacting Adyen.

Adyen is a Payment Service Provider and offers technical systems for handling payments online for merchants via credit card, bank transfer, and other payment methods. This is why Adyen may appear in your bank statement, instead of the name of the company you have purchased something with.

Bellow you can find your transaction summary:

Merchant name: eDreams

Amount: EUR 736.93

Captures: EUR 736.93

Adyen PSP reference: [protected]

Merchant reference: [protected]

Referrer:

Authorisation date: 2022-01-16 10:03:17 CET

Current status: Settled 2022-01-18 04:29:27 CET

Settled means the financial institution already transferred money to Adyen.

I booked on 22.11.21. flight via e-dreams Belgrade - Brussels, and paid with credit card (xxxx xxxx xxxx 9447, name Milan Andelkovic) 194, 27 Eur

(EDREAMS (WPGTID01) BARCELONA, ES, POS!

Unfortunately, after that I did not get any confirmation or reply from e-dreams! I tried several time to contact, no reply from eDreams

Thank you very much

MIlan Andjelkovic

My flight was cancelled in Aug 2021 and I checked the edreams apps in Oct 2021 and the status in "Approved by airline". There were several steps for refunded "Requested sent to airline -> Request pending airline authorization -> Approved by airline ->Finalising your request". I further waited for 2 months and there was no refunded to my credit card account. In mid of Dec 2021 and I wrote an email to e-dreams to ask my refund again. The reply email informed that they would follow up my requested. Today (25 Jan 2022), I checked the status in the edreams apps. The status changed one step backward "Request pending airline authorization". It is totally ridiculous and intentionally deferred my refund requested. It is cheating.

This company should be closed down and no more cheating to customers.

Dear Sir/Madam,
My name is Stella Sanalidou and I'm writing to you regarding a ticket I purchased from eDreams on 8th February 2021 from Thessaloniki to London with the price of 144.64 euros. The flight was for 24th February 2021 and the reference number was: [protected]. On the 15th February my flight was canceled and after calling the company, they offered to me an alternative flight from Athens to London on the same date, about which I paid a fair indicated on the phone to change the flight. On the 22nd February, the second flight from Athens to London was canceled again from the company. That was 2 days before my flight and there wasn't an alternative option. I have been trying to get a refund by phone and they say that I'm not entitled to one. The whole situation resulted in me feeling very stressed and spending a lot of money, about which I believe that I deserve a refund. Could you please help me out with getting the refund?
You may find attached a proof of the cancelation emails I received.
I'd really appreciate your help on this matter.
Thank you in advance.
Kind Regards,
Stella Sanalidou

To Whom It May Concern,
I bought my flight from e-dreams in April 2021. It was from Istanbul to Adelaide and was a round ticket. My return flight from Adelaide to Istanbul was on 18th January 2022. As the covid -19 infected numbers were increased I decided to cancel my flight as it was changeable and refundable. So, I contacted e-dreams on 12th January to cancel my ticket and the responsible person told me it is successfully canceled and you will be paid back.
Today I have called e-dreams to be sure when I may get my money back and I was told that the agency will not pay me any money. I can't believe how I was deceived because I called dreams many times and asked to be sure if my ticket is refundable and I was told that it is refundable and you will be paid. Even the status online showed it is refunded! OMG! I can't bear this nonsense behavior!
E-dreams the agency which I bought my ticket from is responsible and should accept its huge mistake. I expect my full refund as soon as possible.
otherwise, I have to take action through https://www.accc.gov.au/ and other official customer support services by making a lawsuit against E-dreams firm which is not beneficial for its reputation.
Thanks
Aryan

To Whom It May Concern,

We are requesting confirmation that our flight (booking #[protected]) has been cancelled, and that a full refund be issued.

We have spent a ridiculous amount of time on both your web site, and attempting to reach a human via your customer service telephone numbers, with no success. The last email update we received on December 20, 2021 indicated our booking had been "affected by an airline schedule change", and your web page said the first portion of our connecting flight (Alaska Airlines - AS 2353 YYJ to SEA at 7:00 am) had been cancelled by the airline. The web page indicated that eDreams was working on a solution for us, and would notify us once they they had resolved the problem, in 4-5 days. No notice of resolution was ever received, and attempting to ratify the issue on your web site was nothing but infuriating. A visit to the Alaska Air web site showed a slightly later flight (AS 2553) at 8:00 am was available, and that seemed to be an easy solution. We kept trying to fix the problem on your web site, but eventually the entire booking was listed as "cancelled", and that you had requested a full refund from the airline. Again, no notice was ever received by email.

To insure our Hawaii vacation was not going to be completely ruined, on December 29 we re-booked the flights ourselves, directly through Alaska Air. It's been nearly a month, and still nothing from eDreams. So today we contacted Alaska Airlines directly, and spoke to an agent, Patti, in Phoenix. we were told by her, that our original booking through eDreams (Alaska Air reference RLJBMK) has NOT been cancelled, but shows changes to later flights on AS 2554 to SEA at 1:44 pm and a much later connecting flight to LIH! We sure didn't authorize the changes, and you people certainly didn't notify us. We tried to cancel the booking, but couldn't, as it must be cancelled by the agency that initially made it. Alaska Airlines has noted that these flights were not properly authorized and are now expected to be cancelled. We were also told by their agent that we should be eligible a full refund.

So what the heck is going on and when are we going to be receiving our full refund?

Capital One Mastercard dispute resolution center requires that we must first contact the merchant and try to resolve the issue directly with them. If we can't resolve the dispute with the merchant, to contact them after 15 days. The date of this email will show that we tried to establish contact with eDreams.

Andrea & David Lukinuk

Hi I had booked my flight in April 2021 but had to cancel it due to US travel ban. I immediately requested refund after flight ban and I was told it will get resolved within 7 days. Airline is not helping me for the refund as it was booked through edreams. I have already requested refund for my booking [protected]. It's been more than 8 months and status is still the same saying refund has been requested from airlines. Can you please provide details on it and is there any way to expedite it cause it is extremely delayed