eDreams
reviews and complaints

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

hallo my name is tuval shaked booking refernce [protected] i cancel a flight few month ago with "cancel for any reason" and you told me to call you to clarfaid everything and so did .but when i call, you told me that i will not get any refund for the ticket beacuse i did not cancel the flight with edream i cancel the flight with the airline company. but in you role for the "cancel for any reason" i can cancel with the airline if its out of opening hour and its close to my flight, wich that exctely what i did.

Cancel for Any Reason Guarantee
Destination: Honiara Guadalcanal
Departure date:13-06-2019

You can check the conditions of the service here. Please note:
Cancellations must be made directly with eDreams by telephone. Should you need to cancel outside of our opening hours, close to your departure time, then you can cancel directly with the airline and the respective hotel/venue.
The cancellation must be made no later than 24 hours before your departure was scheduled to have taken place.

The total price is AU$ 35.09
eDreams wishes you a happy trip!

so right now I don't know what to do and when I called you didn't realy help me so if you can tell me what I should do to the refound back I will be happy thank in advance tuval shaked
pleas contact me in my [protected]@gmail.com

My flight back from madagascar was changed meaning that i would not make the connecting flight in Nairobi. On the day of my departure, 18th Oct I spent nearly an hour on the phone trying to sort out the problem. The rather silly girl on theend of the phone seemd only able to offer a refund - as if that were a practical solution. After some time I asked to speak to a manager and spoke to Vivesh. He managed to find an alternative flight with KLM from nairobi and connecting through Amsterdam. This I accepted and was duly sent paperwork with new tickets. we departed on holiday and assuemd all was well.
On 11th November we attempted to check in in Madagascar for the new flight KQ257 only to be told that the tickets had not been issued. Kenyan airways tried to sort out the problem but in the end said I had to ocntact the booking agent. E dreams.
I phoned home for some phone numbers as there wa nothing evident on my booking reference. The international number did not work so my husband went home and spent nearly an hour trying to get the tickets properly released. E dreams were clearly reluctant to confirm the tickets and tried ot make me take a later flight. Why I might ask? I was at the checkin desk. Finally just as check in was closing they reluctantly issued tickets. I can only assume that they are operating some sort of scam. I have tried to complain in England but nobody has contacted me with a call back
E dreams - more like enightmares. i wont be booknig with them again and advise that you dont either. Without my husband able to inrecede back home in England i would probably still be stuck in Africa.

I bought a flight ticket at edreams from Luanda, Angola to Manila Philippines via south Africa and the flight was cancelled by South Africa airlines and have spent more than 24 hours calling edreams call center to get solution and they are all telling me the same story that i have to wait to get the refund and it has been more than 7 days already and until now my problem isnt solved. I just want the refund as soon as possible

Booked 4 flights for travel Germany to Australia, had to cancel them due to passengers being involved in a car accident.
Calling to get cancellations done and refunds sorted a nightmare, long hold periods, one refund issued October, two others underway in November and the fourth is not apparently insured anymore as a change was made to one of the flights supposedly voiding the insurance.

The two being waited on, the refunds are supposed to go onto the credit card used to pay for them but now an email come sin to say I need to provide bank details etc to facilitate it, that email cant be replied to as it is a no reply email address.

Calling for a simple request like is it cancelled, when will the refund happen, no one can answer the question, customer service is a disgrace

Hi team,

I have made a booking for a Melb-Abu Dhabi - Paris - Munich - Melbourne. I found your fare was the most competitive on 16th Sept, at $1384.7 (all inclusive fare).

Booking reference [protected]

After the booking was confimed, I checked my bank statement the following date and found that $1463.6 was taken from my credit card, as well as airfare service charge of $21.67.

I phoned the customer care via 02-8278 4479 from Australia at 6pm on 17th September and asked why the fare i was charged was different to what I saw on the website, the agent informed me that I was charged for a cancel anytime insrurance which was $100.9. I explained that I did not opt in for the insurance when making the booking. The agent he will proceed to cancel the insurance and organise the refund and this should take up to 10 days.

I received a credit note for the $100.9 on the 20th, but no refund was received. I called again on the 28th September, was then told the refund could not be processed to my credit card account, and I need to provide another bank details; the agent said an email was sent to to ask me to provide the details, but it appeared it was in the wrong lanaguage...? Anyway, i provided the details and was told the refund of $100.90 will be sent to my account and will take up to 10 days.

No refund was received, but I received an email from eDreams asking for bank details again on the 9th Oct. I replied to the email on the 10th Oct, followed by a phone call to ensure all details are captured. Agent answered the call and confirmed details were received, and was told to wait up to 10 days. Was losing patience at this point, as almost a month has past.

Followed up on 21st Oct as still no refund but was told it should be in the next 48-72 hours as the payment was iniatied from the backend office in UK.

On 22nd Oct, i received an another email for a debit invoice for "Mediation service" of $79.23 to my surprise, so at this point, you've charged me $21.67 plus $79.23 in mediation service fee.

I called in again to check my refund status as on 23rd Oct night, still no refund. the agent informed me the refund payment was initiated and it was for $21 something. I then asked to speak to a supervisor as this is not acceptable, unilaterially changing the refund amount, while all the time it was indicated to me $100.9 should be refunded. I was told the superviors were too busy, and he could not do anything, maybe i should call back but i am only entitled to a refund of $21, i insisted this was not acceptable and I need a resolution, and the phone conveinetly got disconnected. To date, i still have not received any payment, even the $21 the last agent informed me of.

I hope you could appreciate my frustration. You should be able to access the phone recordings and all the invoices etc to support my claim. I would like you refund the difference you charged me. Based on search result, you should charge me total price of $1384.78, but you charged me $1486.27. So I need a refund of $100.5.

Attaching just the screen capture of the fare search. I can be contacted on my mobile [protected] or email [protected]@hotmail.com.

Regards,
Catherine

I received an email from eDreams recently telling me that the price had gone up on my flights to London from December 5th to 9th, 2019. I thought this was strange as I was certain I had already booked my flights to London back in June. Also I thought it was with British Airways. Anyway, because I got so spooked that the dates were correct and that I didn't want to price to go up further I booked with eDreams inadvertently and paid over €200 for two tickets. However, when I was relaying the story to my partner he insisted that I did not book with edreams and we would definitely not fly to Stanstead and instead we had booked with British Airways into Heathrow. eDreams took advantage of knowing our dates of flying and spooked me into thinking my ticket was going to increase, so I went straight to book in case of this. They used whatever means to find out our exact dates and send me an email incorrectly. They breached the data protection laws and I am very annoyed about this. I want a full refund and APOLOGY from eDreams. If I do not receive same by the end of the week I will be contacting my Solicitor for further advice and action.

Denise O'Reilly

Booking reference A47JHZ Ryan Air flight to Standsted on 5th December returning 9th December.

FIRST-RATE SCAMMER!

(I'm typing this with rage as I just got off from the phone with the CS). Giving 1 star is beyond generous. I'm appalled and shocked that this hell hole is still operating.
I made a booking of return flights, they deducted my credit card, and yet I didn't receive any booking confirmation, only stated that "my booking request is in process."
I was trying to reach out to their customer service which is ridiculously challenging and almost impossible.
Then I made a very expensive long distance phone call to London, ended up talking with a customer service. A super rude and obnoxious Indian guy was talking to me. Not sure if he's underpaid, or rather fed up with all of the complaints that he has to bear every minute everyday.
It turned out that MY BOOKING WAS UNSUCCESSFUL, he said that they are unable to find the flights, and YET THEY TOOK MY MONEY. I was furious to say the least, why the fuqk would you publish such availability and take my money if you are unable to process the booking?!
Classic scammers, of course it will require at least 7 to 10 days to refund my money. So now, I'm all pssed and with no money to book for another flight.

I would like to see someone that is lawyer to sue the shytt out of them.
AVOID THEM AT ALL COST. YOU HAVE BEEN WARNED

PS : SHAME ON MOMONDO to have affiliated with these scams. SHAME!

I have booked a flight with eDreams, taking me trough the payment tool and I have not received any confirmation or flight details so far.

The link below is the only screen I get after paying the online ticket. No email, no follow up, no nothing.

I have no client information, except of my email.
Happened today 9-11-2019
Booking BON-AMS for 21-12 | 04-11

https://nl.edreams.com/travel/service/userinteractionreturn/4812451939?authResult=AUTHORISED&merchantReference=4812451939.1&merchantSig=fWGIbYMssrv8%2F9Fpo1Wt5fU6xcDdp%2Fg624sZvaSI%2BCQ%3D&paymentMethod=ideal&pspReference=1815733107918088&shopperLocale=nl_NL&skinCode=CJ3NzPgX

I made a multi city booking for passenger Joseph Mathew Neerackel on 26th October through eDreams, From New Delhi to Vilinus (Lithuania) by Polish air lines travel date on 31st October, Vilinus to Dubai by Norwagian airlines travel date on 22nd November and Dubai to Cochin by Srilankan airlines travel date on 8th December. The payment of Indian Rs.32769 (thirty two thousand seven hundred and sixty nine) was made from my bank account and the itinerary with reference number [protected] was received but the flights were not confirmed. Contacted the costumer care and they replied it may take up to 24 hours to get the confirmation, so I waited more than 24 hours still no confirmation received, then requested the customer care again on 27th October to cancel my booking and make refund, which they did and send me a confirmation mail stating full amount will be credited to my account within 72 hours, but till to date (6th November) I have not received the money. I appreciate our help in this matter. My email ID: [protected]@gmail.com

Attached copies of the itinerary and confirmation of cancellation and refund.

To whom it may concern.

Viktor Brabec
Booking code: BYW9NP
Flight from Düsseldorf to Prague on 26.9.2019

I'm writing on behalf of Viktor Brabec. Viktor Brabec bought a ticket with a booking code UIK17H, this flight should be at 18:40 (see attached), but when he arrived to the airport, on the check in they said that this flght was in the morning. At the check in they said, that it is a mistake in the system and he needed to buy new flight ticket, which costed 429, 99 EUR.
Thank you.

Kind regards, Anna Vostrikova

A seriously bad experience with EDreams, along with unauthorised credit card transactions (booking#: [protected])
We booked a flight from Brisbane to Wellington leaving Brisbane on 23/12/2019 returning 26/12/2019 (Booking Number: [protected]). The flight was advertised for approximately NZ$800. My sister used her credit card to book the flight, which took $955.91 (supposed to be around NZ$800). I checked the ticket details and realised there was a spelling error in my last name, so called EDreams customer service to have it corrected. I was told by EDreams that it would cost NZ$145 (New Zealand) to have the name corrected, which I agreed to do, and used my New Zealand Debit Card to make the payment over the phone. The customer service rep put me on hold to have last name amended, then came back on the phone line and said it would cost a further NZ$260 (after I had already made transaction over the phone for the initial NZ$145). By now, the ticket had gotten so expensive that I did not have enough money to make the additional payment of $260. I asked to cancel the ticket, as I simply did not have enough money to make the payment. He then cancelled it, and told me we would only receive $545 refund (from $955) for the initial ticket, and $145 that I had just spent to correct the name.
My sister called me the next day to advise that EDreams have double charged her credit card for the initial ticket (2 x $955.91 which came to a total of $1910). I checked my account and found they have double charged me for the $145 to correct ticket details - therefore we were double charged for each transaction made in relation to the ticket.
I called EDreams straight away to organise refund for duplicate transaction. The customer service lady told me she could only see the original transaction and tried to assure me we were not double charged. I have since sent a statement to show the first duplicate charge ($955.91 x 2) and am still organising statement for 2nd duplicate charge (145.81).
Whenever I try to EDreams on their customer service number(only contact number), they won't accept that there was a duplicate charge, and won't let me speak with a supervisor, and there is no complaints team that I can contact.
As a result of booking with EDreams, we have lost more than NZ$2200 over a ticket that was initially advertised for $800, and I do not even have the flight to show for it, and the constant worry that they will take more money off my card without my consent!
A seriously bad experience with EDreams
This issue is still unresolved!

I booked 3 multi-city flights with edreams. It was very misleading as there was not anything in the page that says the booking confirmation will take 24 hours. I contacted the company, and 48 hours and 5 agents after, I still do not have my booking confirmation. Agents tell me the same thing, wait for another 6 hours. They do not let me speak to their supervisor, don't let me have their email address—— nothing and no one! It's absolutely useless. Terrible customer service! I wish I read more reviews about this scammer of a company. I am full of regrets and will never ever book with edreams again!

Hello,

My name is Anisa U.. I have purchased a flight ticket using eDreams company on the 20th of October of this year, hence, few days ago. The cost for the ticket was 155.15 Euro. This fraud company charged me twice. I have already contacted them, but their response was unaccepted. They just ignored my reporting by claiming that they could not find the reported trip. I have already started the dispute with my bank, however; it is necessary that someone or any legal entity follow these cases, in particular related to this company.

Hi there,

eDreams booking reference: [protected]

I recently booked 3 tickets through edreams for $5, 292.77 on the 12th of October and was charged an extra international booking fee by my bank of $158.78.

The tickets were quoted in Australian dollars. There was no mention throughout the booking process that the funds would be debited through a foreign merchant which would incur international fees. I thought booking through eDreams would be cheaper than the competitor website but after considering the additional charges for the international fee, the cost of booking the tickets through edreams was higher than what was being offered on the competitor websites. This is misleading and should have been mentioned in the payment screen so the customers can consider whether to go through the booking or consider booking through another website that charge in local currency.

I would like eDreams to refund me AUD$158.78 as this is misleading and fraudulent.

Please contact me as soon as possible by email [protected]@hotmail.com or phone +61 [protected]

Jenny

My account was debited after booking a flight through edreams only to receive an email saying that my booking was unconfirmed.

I called an agent to solve the problem but claims that there was no deduction or transaction that happened.

The flight was from Ninoy Aquino International Airport to Ho Chi Minh for November and the rates are already going up. I asked the agent to expedite the process but told me to wait 72 hours for an update/email.

How can this be acceptable?

I purchase 5 flight tickets from eDream for Cathay Pacific flights for Singapore-Bangkok. The web page during payment confirmation shows the amount as expected with the eDream charge. After confirmation, I received confirmation email with the same amount.

A few days later when I check my Credit Card transactions, I noticed additional transactions which effectively double the amount of the tickets.

Checking through my emails, I notice an additional invoice that was sent the next day after my original transaction.

This is day-light robbery. Please refund the additional transactions.

Details are attached.