eDreams
reviews and complaints

I booked 6 one way tickets on China Southern through eDreams, Beijing to Guilin. Received an email that flight had been cancelled 3 days before scheduled flight. Spoke with Jishnu Dey on September 16th, who said we would be refunded. Now, after FOUR MONTHS of trying to get my money back they tell me I will have to get my money back from China Airlines myself. And China Air tells me the ONLY way is through ticket booker (eDreams)
SCAM, SCAM, SCAM!

I booked two flights with edreams.com.
First is OK but on second, consequent flight is wrong date. I booked both flights for February and now I have one in february 2020, second in March which is unusable for us.
Of course, both flights are paid. I'm sure we chose the correct dates because we made it together with our friends (we are 4) and making the reservation together. The month of February appears automatically as first, no way I'd choose March instead. I noticed it after paying on conformation of itinerary and nobody wants to find solutin. We are flying the 1st February. What can we do?

I´m very dissapointed with edrems service

Dear Edreams Customer Service:

On December 23, 2019, my sister, my two nephews and I flew from Mexico City to Lima Peru on Interjet 40 2890 with the intention of connecting to Latam Airlines Group flight LA 2029 to Cusco that evening.  Our flight to Lima arrived 34 minutes late which left us less than an hour and a half to deplane, claim and recheck our luggage, meet the security requirements and check in for the connecting flight. Needless to say, this was not possible and we missed our flight.  We were told by airport staff that even if we had the full two hours to make the connection, we would likely have missed the flight anyway given the layout of the airport. Airport staff informed us that this is a very common occurrence for flights booked through edreams. As a result of missing the connection, we spent about 4 frustrating hours with airport staff trying to find a connecting flight in addition to finding a hotel (none were available that evening).  We got to our hotel around 11:00 pm that night and had to leave again at by 1:00 am to catch the new flight. As you can imagine, the lost time and sleep had a very negative impact on our short vacation.
The original flight was booked on the Kayak website through edreams.
The total cost of the airfare for the new flight $855.24 USD and the hotel Holiday Inn Airport Hotel cost came to $401.69 USD.  Please credit the card you have for me on file with $1, 256.93. I have attached an image of the receipts for the flights and hotel.

I very much appreciate your help with this matter.

Sincerely,
N. Lubka

e dreams ref [protected] cancelled our flight on return 24 later also t had taken £90 insurance which I did not purchase, from my bank account, also we had to book a room at our own expense for another night causing a lot of stress they sent e mail when we was on holiday saying we was due to fly out 14th jan lot of stress trying to ring them line kept going off tried e mail got a robot. we were flying out 15th got in touch said get back to me no reply they really do not care about there costomers once you paid your money . m hatch a very upset customer

Booking of a return flight Rome to Guatemala City 28th of December.
I have booked a flight through a prime membership on the 3rd of December 2019. Being aware of the 30 day free trial deadline, I have canceled the subscription on the 26th of December via telephone and received a confirmation of the cancellation via email. The email stated that the service was going to be active until the 3rd of January 2020 (date of the ending of the trial period) and that no fee was going to be charged. It was written clearly and concisely and impossible to misunderstand. However, on the 7th of January there has been a withdrawal of 44.99 euros by edreams on my credit card. I have no explication about this but a clear violation of the contract and article 4, as I have canceled the membership in time and got a confirmation both via phone and email. As it appears, I am still a prime client and this may have been due to lack of competence of the agent which should have cancelled my membership and forgot to follow up. As I have clear proof of my cancellation, I am asking for immediate refund and cancellation of the membership. I have already compiled the refund form and FB agents just ask me to wait further 24 hours and that I will receive an email, which never happens.
I do not want to wait any longer as it will probably result in a second withdrawl. What edreams is doing goes against law as I have succesfully cancelled my membership. Sincerely, Micol

I booked a roundtrip flight from Manila-Denpansar through Edreams on Jan 14, 2020. After 24 hours of waiting, I talked to their agent asking for the booking status. He replied that after checking the flight was sold out. They got the payment already. Now, I request for refund and told me that the process will take 72 hours. After you took my money in just a minute, please return my money as soon as possible.

I made a booking through edreams' Dutch website https://nl.edreams.com and paid for it with iDeal (bank transfer). The transaction went through successfully (and was confirmed by my bank), but I never received a confirmation email from edreams. I've tried to contact the customer service twice (using the online contact form), but haven't received no reply.

I flied from johannesburg to perth the 13-dec 2019 [wnty9usa/etkt0833688586047]
when i tried to take the flight to adelaide [australia] with south africa airways [wnty9usa/etkt [protected]] i was informed south africa airways has no flight flying to adelaide .And there are no flight this day from international.
I was forced to look for another alternative and i then had to travel all the way to the another airport to book a domestic flight i had to pay another r5664.61 for a ticket with qantas. I had to pay another r929.30 for my luggage as you are only allowed 1 suitcase on a domestic flight.

What happen with the booking from south african airways is unbelievable and unacceptable.. Paid for a flight that does not exist, its not like the time was incorrect, there were no flight on the date i booked my ticket with south african airways or virgin australia to adelaide.

This was such a inconvenience to me as i had to rush to find a flight to adelaide thankfully they had a flight that day i caught the last flight that afternoon going to adelaide.
I made it just in time to get onto the plain.

Could you kindly get back to me in regards to this and the refund for the booking of a flight that didn't exist.

Norma terclavers
id [protected]
[protected]

I had such a terrible experience with eDreams, actually I had few bad ones but the last one turned my world upside down. Is sad to see how dishonest some companies have become.
Edrems is one of them, dirty money, dishonest, disrespectful and extremely unprofessional.
I had booked 2 tickets from Edrems which I was obliged to change the dates, I asked for cancellation and refund and they said it was non refundable.
Although I'm a frequent flyer and I know I could cancel in advance.
I changed my ticket and paid so much more for few days difference. A was little mad but OK.
So the departure date has arrived, and when I arrive to do my check in they didn't let me in because they said my first name was on my last and vice and versa. Obviously this was eDreams doing. I'm very attend to details and it is impossible I would write my first name in a wrong place.
I called eDreams to change and they wanted us to pay 500$ for a name change plus Edrems fat fees.
So I asked to cancel and they accepted, I got surprised since they didn't let me cancel a month back.
So I spoke with the manager for 3 hours on the phone his name is Tarun Dhardwag, and he said they would refund me 20% of my tickets only. I was upset but what to do, that's the price we pay to deal with cheap, low level and low moral apps.
Few days later I've never got my refund and when I called and spent more 4 hours, yes 4 hours on the phone with them. They said they couldn't refund me because I have asked them to listen to my conversations with eDreams.
The whole story was a non sense thing, not to mention the disrespect, letting me wait for long time to speak with the manager which never bothered to answer me, reply my emails or give me a call back since he said he would. After my 23 calls.
I lost a lot of money and I think this is unacceptable, leave a company like that out there, playing clients. Stealing. I hope my message Will help people don't make the same mistake.
Edrems is a scam, dirty money, they play clients and treat them with no respect. RUN

I included £24 cancellation fee insurance cover in my recent trip to Egypt. They charged me £115 arrangement fee without asking and even though all they did was present a link and I sorted the whole thing out myself. I want £115 back. This practically covers the whole cost of a new flight.

It leaves a really bad taste in your mouth when a company does this to you. I wish I had checked the reviews online before booking with them as they have terrible reviews I will be telling all my friends if this is not resolved.

Dear Sirs,

BOOKING REF: LB8BPJ
DATE: 21 OCTOBER 2019

HERBERT/JAIME CARLITO
HERBERT/MARLISE INES DAPPER
HERBERT/VALENTINA DAPPER
FLIGHT TICKET(S)
-----------------------------------------------------------------------------
TICKET: AZ/ETKT 055 [protected]-00 FOR HERBERT/VALENTINA DAPPER
TICKET: 055 [protected]-00 FOR HERBERT/VALENTINA DAPPER
TICKET: AZ/ETKT 055 [protected]-13 FOR HERBERT/JAIME CARLITO
TICKET: 055 [protected]-13 FOR HERBERT/JAIME CARLITO
TICKET: AZ/ETKT 055 [protected]-17 FOR HERBERT/MARLISE INES DAPPER
TICKET: 055 [protected]-17 FOR HERBERT/MARLISE INES DAPPER
TICKET: AZ/ETKT 055 [protected]-54 FOR HERBERT/VALENTINA DAPPER
TICKET: AZ/ETKT 055 [protected]-56 FOR HERBERT/JAIME CARLITO
TICKET: AZ/ETKT 055 [protected]-58 FOR HERBERT/MARLISE INES DAPPER

Please be informed that the return starting on January 03, 2020 from POA to GUA supposed to be the Flight nr AD 2844 was terrible.
Accordingly to the staff from Azul in Porto Alegre there was not done the correct link between the flights between Alitalia and Azul inside the E-ticket. . This generate additional work a the time of checking and, even though we arrived in good time, the did not succeed to adjust it. THAT' S WHY I AM COMPLAINING WITH YOU. FOR ME IT WAS A MISTAKE ON YOUR SIDE WHEN YOU MAKE THE ADJUSTMENTS ON OUR E-TICKETS.
In virtue of this we have not travelled in such flight.AD 2844 Only the one after with connection in Santo Dumont RIo de Janeiro. Because of this change we lost an important appointment we had in Sao Paulo. Once we just arrived in Sao Paulo at 11 30 instead at 07 45. Our remarks are ;
1) Our seats were separated at the first boarding pass in Porto Alegre on the flight from Sao Paulo to Rome differently than what we had bought. After insistence we succeed in having seats together but at the line 37 when the initial was at 22. But this can be acceptable. However the action and treatment from the staff at Azul/Alitalia at the counter in Sao Paulo could be much better. The attitude was like someone who is making a favor.
2) Our luggage did not arrive yet. We registered the complain. Let's see .But it certainly occurred because of the initial problem that did not allowed us to make the check in to the Flight AD 2844 in Porto Alegre. Again I understood this problem was generated by you.
3) We also registered our complaint with Azul on the site reclame aqui.
4) Big disappointed was at the level of staff at Porto Alegre on the counter from Azul. They did not make everything possible and acted has been a normal situation. That is may be the big point here together with your initial mistake on the e-tickets side.. They were more concerned in complying with the time schedule of the flights but not if we could take it or not. Moreover the only benefit(obligation) was a ticket to have a breakfast because of the delay.
5) Important to say that I leave in Luxembourg for more than 17 years and travelling to Brazil at least once per year. There were years that I traveled 7 times. You can found in your records some tickets I bought with you. I never had a bad situation like this one. I am very disappointed. On top of it nobody offered us any repairmen/benefit because of the problem. In situation with less impact other companies offered me up grade or other benefits.
6) I am General Manager of Banco Santander in Luxembourg and need to report this fact to local peoples and local associations. That won't be conveneint for you.
7) What I want for you on it..
a) Confirm the problems of the e-ticket..
b) Any repairment. Could be financial, benefits, etc..
3) What you will do to avoid futures similar situations.
4) Do not come with the excuse that you do not have any responsibility. That would be really the most bad for you,

Many thanks and best regards

Jaime Carlito Herbert

On April 20th, 2019 I purchased 6 flights from Beijing to Guilin on China Southern Airlines, through eDreams, for September 16, 2019. Just a couple of days before the scheduled flight the airline cancelled the flight, and eDreams was not able to provide another flight that worked with our itinerary, so we were told we would be given a full refund. We had to purchase additional tickets with another airline. And even though I have a refund number (1847022) that is attached to my reference number ([protected]) I still don't have my $1694.76. I have spoken with customer service, and they have acknowledged that they owe me this refund. I am afraid they are trying to drag this out so long that I will just give up.

Hello, I don´t know if this is going to be useless, but I will try. I bought a ticket through E.NIGHTMARE from Varanasi to Kathmandu for the 16th December. Arriving at the airport, after going to 7 counters, finally one told me that they had changed the days of the route to Sundays and Thursdays. This was a Monday and I had to be there on the 16th.
I was never advised by E.Nightmare, nor by phone nor by e.mail ( which they use a lot when it is for their interest). I had to buy a ticket that cost me €311 going through Delhi, staying overnight at a hotel.
When I call Customer Service, they say there was a flight available going through Bombay! Fantastic, but no one that gave me this option...
Obviously if I had been advised of these changes I would have known what to do.
So, I sent €400 with flight/hotel(real scummy one) and cabs back and forth.
I am sure nothing will come out of this complaint, but have t get it out of my system.
never buy flights like this, we have to buy them directly form the flight companies.
I would have written some things in capital letters but apparently we should avoid them and treat them better than they treat us.

I booked a flight RUN LYON with eDreams and took out their flight cancellation insurance. I have had to cancel the flight and have booked another for two days earlier. On telephoning to cancel the customer services informed me that no refund would be paid...

I have not changed the flight or anything and the flight remains the same. I suspect a very cynical and criminal attempt to rip off customers by offering an insurance which they have no desire to honour.

I would be grateful for my 80% refund as written in the contract.

ref #[protected] BURSON

Good day,

I'm here seeking help regarding an online ticket I have purchased true edreams.
So here is my story:

Early in June this year 2019 I purchased a return ticket from edreams with the route Luanda/Rio de Janeiro - Rio de Janeiro /Luanda for my fiance, her departure went well no problems there, she had her return flight scheduled for the 9 of September 2019, but since there was a delay with her visa I called edreams to change her return date, I the was given several information regarding ticked changes and so on and was told that if I wasn't sure about the new return date that I could contact the airline to make those changes, so I had my company to do that for me and the return trip was put on hold, apparently later in October the airline has changed their route and no longer have direct flights from Rio de Janeiro to Luanda, so contacted edreams regarding that matter since no one has contacted me or informed me that that route was going to be canceled nor edreams or the airline, spent hours on the phone trying to solve this situation and was told that a claim case has been created and that I should wait for the right department to get in contact with me, it has been past 3 weeks and I'm still waiting, if I contact them they keep on giving the same answer.
Had to buy a return ticket for 1998€ due to a problem that was not caused by me.

I hope I can get some help solving this situation.

Thank you in advance.

Karim

Claim case number: 1155926

Dear Edreams,

After our flight in August was cancelled from Tigerair(tickets bought from your company) I have contacted you and the airline many times in last 4 months.
Tigerair have refunded the money to your card long time ago and I have sent you an email with their confirmation. I have received an answer from you that you should contact them again. For what? They have refunded the money to your card.
I have contacted ACA and they also confirmed that the money are in your card. Let me know how can I send you the pdf file with this information from ACA.
Now I will lodge my complain with ATAS, because you are offering incredibly disappointing service and customer care.

Please see below all the requested correspondence with Tigerair as a proof that they refund the money to your account.

I have bought 2 flight tickets from Tigerair using you as a 3rd party agent obviously. I never used these tickets because my flight was cancelled from them just one hour before departure. After 2 months they finally refunded the money back to your card and I have been advised that you will do the refund to my card. Please see the correspondence below. I hope that I will have a quick response from you and better customer service than Tigerair and I will finally have the money back into my account.

Title: Mrs
First Name: Tanya /Yordanka
Last Name: Stewart / Ilieva
Email Addresses:
[protected]@abv.bg
tanya.[protected]@mail.com

Mobile: +[protected]

Reference number : [protected]
Flight Number: TT 357
Flight Date: 09/08/2019
Origin: Brisbane (BNE)
Destination: Sydney (SYD)
Booking reference no: FDY2XK

The booking is made with my mother's email - [protected]@abv.bg - Yordanka Ilieva and the payment is made with my credit card - Tanya Stewart.

Our flight to Sydney on 09/08/19 at 06:40 was cancelled one hour before the departure "due to the weather". We were already at the airport when we found out that we are not going to fly not just now, even not today. We have been offered a flight on 10/08/19 at 16:45. This is even more than a day later.Completely unacceptable and late.We booked and paid accommodation, parking, opera, tour for 9-10/08/19 in Sydney.That was all $900 that we would lose if we fly on the 10/08/19. We have booked the day off from work to do this trip.We were in need to buy tickets from Qantas for a flight on the 9/08/19 at 06:35 Obviously for them the weather wasn't so bad. That was ANOTHER $387 for both tickets. We believe you should refund us the whole price for both tickets of our booking.

The second passenger's name is Yordanka Ilieva. Please let me know if you need my card number or any other information to finally transfer me the refund.
I hope I will finally see the end of this story and you will refund me the whole amount to my credit card.

Kind Regards,
Tanya Stewart

I booked a multi city trip via EDreams some 2 months ago (Booking reference number [protected]) . Last week Wednesday 4th December I was advised by one of the airlines, namely South Africa Airways, that they had cancelled their route completely.
I immediately got in touch with EDreams to get an alternative flight. It took about 1 full hour to get a call center agent to finally say that they would handle it and call me back within 24 hours.
24 hours came and went, so I phoned back on Thursday 5th December. Again. About an hour on the phone. This time I was told that it would take 72 hours from the time I made my initial call.
Okay, so 72 hours came and went, so I phoned on Saturday 7th, only to be told by the calm center agent that I should hold the line while they would phone South African Airways. Answer after about 1 hour of holding - the airline is closed on a Saturday and I should phone Monday. In other words, between Wednesday the 4th and Saturday 7th nothing had been done by EDreams.
So I phoned today again, Monday the 9th December and spent a total of 3 hours and 10 minutes on the phone. The eventual answer: I should phone back tomorrow again.

All this is happening 7 days before my scheduled departure and I have zero faith in EDreams resolving my issue. 5 days have passed and endless hours holding tell me that they are not interested in helping me as a paying client.

I have extensive travel plans, appointments, hotel bookings and other flights that are dependant on this matter being resolved. I am stressed beyond belief and don't know what to do or who to turn to.

I bought a flight from London to Sao Paulo, Brazil on the 10th of December. As my grandfather passed away, I had to travel 10 days earlier, tried to contact Edreams to change my flight but they said they couldn't do anything for me in that situation. So I had to buy a flight from another company and decided to cancel my flight on the 10th. I have been trying to cancel my flight with Edreams for more than 1 week. I have provided them my grandfather's dead certificate and have been calling EDreams every single day but they say they do not have a final answer yet. My flight would be tomorrow and I just don't know what to do.

Monica Rabb
To:
eDreams Customer Service

12-8-19

PARTIAL RECORD OF CORRESPONDENCE:

Nov 29 at 11:28 AM

We have received NO REPLY to this request, at any point. Please help us. If you cannot, please direct this matter to personnel who can be responsive to our needs.

On Monday, November 11, 2019, 07:01:32 PM PST, Monica Rabb wrote:
Attached is PDF of Death certificate for the father-in-law's death. This was sent immediately after the October request, but we were not informed that a different format was needed. Please send this to the airline, with a request to fly on the postponed dates:

February 12, 2020 Flight from Nairobi-Wilson (after 12:40 p.m) to Ukanda (UKA), returning from Ukanda to Nairobi Wilson the evening of 2-14- 2020.

Monica Rabb

On Wednesday, October 9, 2019, 11:13:35 AM PDT, Monica Rabb wrote:

Booking reference [protected]

Attached is proof of my father's death. In September, he was sick and we did not know when death would come. Our trip has been moved to February with tentative dates. Thank you for you understanding in this sad matter.

Monica Rabb

[protected]

Dear E-Dreams Complaint Line,

I have contacted your company by phone and email numerous times, and provivided the required documentation to change our flight from one we missed because of a death in the family.

The flight was last October, and we could not be there because of the funeral of my father-in-law. We sent in the death certificate, called numerous times, and were told to contact Hahn. I contacted Hahn, and they told me to work only with eDreams.

This is a minor issue for you, but it has cost us over $500 and we now have no flight from Nairobi to Ukanda and back.

Please please, explain the situation to Hahn Air and reschedule the flights for February 12 and 14th, as detailed below. The level of service has been most disturbing and very unresponsive.

Monica Rabb
Monica Rabb
To:
eDreams Customer Service

Nov 29 at 11:28 AM

We have received NO REPLY to this request, at any point. Please help us. If you cannot, please direct this matter to personnel who can be responsive to our needs.

Monica Rabb

On Monday, November 11, 2019, 07:01:32 PM PST, Monica Rabb wrote:

Attached is PDF of Death certificate for the father-in-law's death. This was sent immediately after the October request, but we were not informed that a different format was needed. Please send this to the airline, with a request to fly on the postponed dates:

February 12, 2020 Flight from Nairobi-Wilson (after 12:40 p.m) to Ukanda (UKA), returning from Ukanda to Nairobi Wilson the evening of 2-14- 2020.

Monica Rabb

On Wednesday, October 9, 2019, 11:13:35 AM PDT, Monica Rabb wrote:

Booking reference [protected]

Attached is proof of my father's death. In September, he was sick and we did not know when death would come. Our trip has been moved to February with tentative dates. Thank you for you understanding in this sad matter.

Monica Rabb

[protected]

On Wednesday, October 9, 2019, 10:14:42 AM MST, eDreams Customer Service wrote:

Dear Customer,

Booking Reffrence:[protected]
In order to process your request, we would need you to provide us with Death Certificate by replying to this message.
Once we have received the document above, we will continue with the necessary arrangements in order to fulfill your request as soon as possible.
We remain at your complete disposal should you require any further assistance.
Kind regards,
Your eDreams Customer Services Team

Dear,

Ref No. [protected]

I am writing to complain about an issue with Travel Agents - eDreams.

Here is what happened: I've booked return flight from Southampton (UK) to Beijing (China) from 12th Apr to 28th Apr for both me and my boyfriend. The itinerary was a flight from Southampton (UK) to Schiphol (AMS), Amsterdam with KLM airline and then change to Xiamen Airline to Beijing (China). However, on the day of travel (12th April), we were told at the Southampton Airport that our airline KLM has exited Southampton a month ago. We were not told by either the airline themselves or eDreams so it was a completely surprise (shock). We tried calling eDreams, KLM and eventually Xiamen airlines and none of them could help us. So the best Xiamen airline could offer is a full refund and we will have to sort out our flights ourselves. We then have to booked another very expensive return flights (double the original flight price) with a different airline on the day of travel, luckily we managed to book it and arrived in China a day later than we planned. I've requested the refund as soon as I got back to the UK (26th April) and the staff with eDreams promised a 7-90 days refund. I've chased a couple of times after that and got no update. It has now been 8 months and I still haven't received my refund.

Yours sincerely,

Binbin Yang