eDreams
reviews and complaints

Hello,

Over 5 month ago (April 2019) our flight with China eastern airways that was booked through Edreams was canceled by the airline.
we contacted the airline, and they sent us a confirmation that they refunded the money, and we should contact our booking agent.
since then we have contacted Edreams numerous times-
via facebook, email, and on the phone.
Every time we are told to wait and that the refund is being processed.
when I try to contact them again they ask me to send them all the paperwork again.
then either don't answer or say to wait.
it has been over 5 months!

I have sent all the necessary files and flight cancellation proof with no avail.
My refund status on the website said processing, and then changed back to requested!

I want my money back- this is fraud! beware

I am incredibly angry and upset with the devious underhand and disgusting measures you are using on your website. I was booking flights ref number. I was very clear all I want was flights and rejected all the many pop ups and add one trying to sell me additional services. I put in my credit card details and after seeing final price and submitting, an additional pop up came up. And lo and behold I ended up getting charged an additional sum of money for cancellation insurance.
This has to be illegal. You cannot show a price to Consumer, have them put in their details and then change the price. I wish to make an official complaint to the consumer protection watchdog . I believe this is non transparent and designed to trick consumers deliberately.
Absolute disgrace and shame on you edreams.
I will tell everyone I know to boycott your website. I plan on complaining very loudly bcause these sort of tricks are disgraceful

Dear sir,
I tried booking tickets on your site for bangkok - bom return for 7th of december in yhe name of bhavana sachdeo, I received a message tickets cannot be booked, but money has been debited from my account, I tried calling your call center but it gets disconected, the india call center number belongs to a cushion company, it seems your site is into fraudelent activities kindly efund my money at the earliest, e mail id [protected]@yahoo.com

Hi,
I just got the receipt for the credit card I purchased a flight ticket with. It seems that besides my flight ticket price, you charged me an additional 379, 99 EUR described as EDREAMS-OPODO MADRID. The reference number on the receipt is [protected] and the date is 30/08/19. This was charged separately from my flight ticket charge.
I also must say that this additional cost didn't show on my PayPal purchase history.

Furthermore, the booking reference number for my return ticket Zagreb-Birmingham is [protected] and the reference number on the receipt is [protected] described as PAYPAL*EDREAMS [protected].

I would like you to erase/dismiss the additional charge from the credit card.

Please, be so kind and help me out.

Contact details:
Phone number: [protected]
E-mail: [protected]@gmail.com

Kind regards,
Ivona Galkowski

I was booked to go on a trip to NY in Oct for a week. Due to a Family Medical situation [My Sister needs to stay in the Hospital longer than anticipated so I won't be able to travel on the dates I originally booked] They will not change my bookings and they'll give you the run around [they told me to contact the hotel I was going to stay in, the hotel told me to contact them, rise and repeat] I had to make a new flight and hotel booking [luckily the airline let me change for a few euros.] They should not be able to keep my money like that.

Hello,
my name is ms. Vesna Sumic, I am from Croatia and I used your site (e-dreams.com) to buy a ticket Zagreb-Bishkek-Zagreb, leaving on October 17 and returning on October 23.
Booking reference [protected].
When I booked the ticket the final price was around 404 Euro and afterwards it stated 461, 85 Euro.
How is this possible?
I believe I am entitled to a refund for the overpaid amount - 57 Euro.
Even now I just visited your site and typed the same flight info and got the price of 404, 66 Euro.
Now I took another step in this today's fake purchase and saw on the next step that the price of 404, 66 Euro is final.
Please get back to me to clear my refund, thanks.
Regards,
Vesna

I booked the tickets for my parents. I am certain I spelled my Dad's name right but the confirmation email spelt it wrong. On contacting edreams helpline. I was first pushed around by the call center in India my Miss Megha. I called in a few hours later to be attended by Mr. Simranjeet which was a disastrous experience. The malaysian airlines say they do not charge for a change of 1 character but edreams was hell bent on charging $80. After edreams contacted Malaysian airlines, they confirmed that the changes cold be made for $20 AUD but edreams had a processing charge of $60. This is outrageous and they do know to make problems from bad to worse. Pathetic customer service operation

A flight I booked was refunded. However the account I booked the flight on had been closed between the time of booking and the refund. This means that the money was never refunded and remains with Edreams. I have contacted customer services to tell them this five (5) times. Every time I am assured that it will be looked into and I will be contacted back by the finance team. I have not received anything back. Can I please speak to someone who can help. Attached are two photos. One stating that my account was closed july 30th and one that shows no funds from EDreams previous to the account being closed

I book a flight from e dreams to Gold Coast on 24th September, to Sydney on 28th September and returning to Melbourne on 30 th September. But I don't know why after they changed my return flight to 3rd May 2020.
And I call them and they say they can't do anything. But it was not my mistake.
I would like to know that they are going to do about my problem. And tried to see with the company and to change my flight would be more expensive than all the other flights

We have booked a flight for the 25th of September we are now 48 hours away and it still says bookong processing, pending. Its a flight from Ny to Larnaca Cyprus. And we now dont knoe what tondo, is it booked do we search for another flight? Please advise asap we are running out of time
Flight is with aeroflot and its a 17 hour trip not to know what to do 48 hours prior to flight.

Consolata Matione
TL/ETKT 169 [protected]

Kundai Muzanenhamo
TL/ETKT 169 [protected]

I booked the above flights. I have been trying since Friday and have made more than 5 calls to get assistance to change my flight schedule, I have been referred to Han Air, called Germany as per Edreams advice but referred back to Edreams. I am very unghappy as noone called me back from Edreams after I requested a call back from a Manager/Supervisor. The email I received included below information and I was told multiple times that my ticket booking could be changed but tjhis did not happen due to Edreams system not showing the airfares. This has been ver stressful for me, I am now having to lose money and buy another ticket duwe to incompetency on Edreams part. I will be claiming my money;

Standard Service
You have chosen eDreams Standard Service - a fine option offering:
• A special fare phone number (1300 070 954) to contact our specialised travel agents.
The option to request your confirmation email, with all of your flight details, any time and as many times as you want.
• Changes and cancellations free of charge and as many times as the fare allows it (excluding providers' fees according to fare conditions)
• SMS with the booking confirmation and exclusive access to our mobile website where you can find real-time information about your flights on the go.
• SMS alert in the case of a Schedule change.

I purchased a air ticket through your company on 30/08/2019, it was advertised for $570.99 but ended up paying $665.00. when I was looking at your prices there was a notice down the bottom of computer screen which said " ALL TAXES AND SERVICE FEES INCLUDED IN PRICE, I rang E DREAMS to find out why there was a difference in price and was told it was not your company but the airline, I was also told about a part refund of $49.74 in 10 days but that time has lapsed and still no part refund. I also bought up the subject of false advertising but that was also brushed off, I have spoken to CONSUMER AFFAIRS who also told me this practice is incorrect, you have to reveal all costs not parts of it, I await your reply or I will take it up with consumer affairs. Details of flight below
booking number [protected]
flight from Perth to Adelaide VA 712 04/09/2019
Adelaide to Perth ULMCPQ JQ 974 12/09/2019

Booking # [protected]
I purchased return tickets from Toronto to Vancouver on July 17 2019 through Edreams for Flair airlines. Bought the optional cancellation for any reason insurance. On July 21 contacted the company to cancel the flights. They told me that they could give me a refund for the majority of the charge ($1009.12). They would not refund it to my MasterCard (the method used to purchase the tickets). Said I needed to provide them with bank account info and that the refund would happen within 7-10 days. I reluctantly gave them the requested information. 14+ days later no money has been transferred. I called the company again (average time on hold for each call is approximately 45 minutes) and they said that the money has been transferred. The person I spoke to said something unclear about making a complaint on the website. I see nowhere on the edreams website to make a complaint. I called again and was asked to call back tomorrow because the finance department is currently closed. Followed up again mid August. Spoke to someone who asked to confirm our bank account information. The information they had for us was completely incorrect. Provided the correct bank account and IBAN number and had employee read it back to confirm that it was correct. On August 18, received an email from edreams saying that our request for flight cancellation request had been received and that ‘Once the payment is processed, the amount will be refunded back to the same payment method as in the original booking.' We still have not received our refund.

Original booking:

July 21 email:
Dear Customer,

With regards to your booking [protected] we are pleased to advise you that your refund has been processed.

The amount of the refund will be 1009.12CAD. In order to proceed with your refund, we kindly ask you to provide us with the following information:

• Account holder (full and complete name):
• Bank account / IBAN:
• SWIFT / BIC code:
• Routing number (only for the USA):

Please confirm your details by replying to this email.

Once again, thank you for contacting eDreams and we look forward to being of service to you again soon.

Kind regards,
Your eDreams Customer Services Team

August 18 email:
Dear customer,

We are pleased to inform you that your flight cancellation request has been received.

Our objective is to process all refunds within 10 days.

However, please note that in exceptional circumstances we may require additional authorisation from the airline, which could delay the planned timeline.

Once the payment is processed, the amount will be refunded back to the same payment method as in the original booking.

If your reasons for cancelling are covered by insurance, we suggest that you contact your travel insurance provider to check if it is possible to claim a refund through them.

Kind regards,

Your eDreams Customer Service Team

Did you know you can manage your booking online?

Click here to check the status of your refund, request an invoice, cancel bookings, request the confirmation e-mail and much more!

eDreams

I am still wiating for my refund! I cancelled my flight on the 29th of August and my refund has still not come back. I am paying interest on this money and would like the full refund of all my money back imediatly. It is not good enough. I ahve called and been on hold over 6 times and each one tells me the same story that it will be in your account in 48 hours and never is it. I have a confirmation email confirming it will be in my account and it still isn't. Worst company I have ener dealt with. Yuo could of earned alot of business from our clients. You are the worst company I have ever come accross.

I booked a return taxi via e dreams from Palma airport for 2nd and 8th September 2019 but 4 days before travel I was informed that the taxi had been cancelled due to lack of cars. I was told I would receive a full refund but I have only received 50% of the cost. I have been trying to contact dreams via email and telephone but have been unsuccessful despite numerous attempts. Please can you advise how i can resolve this issue. Our ref no was 1184214
Andrea Marshall

I used edreams service to book my trips from saudi Arabia to Jakarta. I paid 2506 SR around 590.60 EUR for having this trip through Etihad airlines then when I was planning to check-in through your App, I surprised that my name duplicated two times I tried so many times to reach you to solve the problem but I lost more than 170 SR around 40 EUR without getting solution or answer then I started to communicate with the airline to find suitable solutions for me. they told me to communicate with edreams customer service to solve the issue and they help me in one important thing which was opening the reservation to cancel the booking anytime with 100$ penalty and you will receive the rest of the money.

I tried a lot to call edreams again and again then I used the messenger on Facebook to reach them but their service was soo bad where i waited more than 2 hours.

Finally I lost more than 2300 EUR for other reservation from booking hotels and different services and I could not cancel the booking and get my money back.

- date of incident:
Daily
- Client number:
not available
-full desrciption of the incident:
In Hotmail.com eDreams E-mail is designed so that it immediately redirects to their website. There is no possibility to unsubscribe on the company website.
Because of redirecting it's impossible to manage the Inbound rule in hotmail.com Mailbox.

It is a SPAM without a posibility of any control in Hotmail.com !

I requested a refund for an incorrect ticket June 25 and was told I would receive the refund within two to three weeks. That was two and a half months ago and I still have not received anything other than emails asking for my banking info that I have given three or four times. I would have expected to receive the refund in a timely manner but have not received anything other than more emails asking for the same info that I have submitted three of four times already.

On the morning of the 6th Sept I used your app to book my flight tickets from KL to Bali return. Initially I began to book an outward flight on the 10th Sept to return 9th Oct through eDreams for approx $NZ230. The booking did not go through and a pop up stated something like "Your booking can not procede at this time, try again later". This has happened to me before on your app so I just picked another provider like I always do when I get this pop up. Shortly after, I proceeded to make a booking with trip. com, but changed the dates to 17th Sept for the outward flight from KL, returning from Bali 15th October. The trip.com booking went smoothly & I received my receipt of payment and booking confirmation emails very soon after.
The following night on the 7th Sept I received an email from eDreams stating that my bookings with them had been confirmed. I checked my bank account and they had deducted $NZ324 dollars (so much higher than originally stated).
To further complicate the issue, I also received an email at the same time which had an attached 1 way e-ticket for a flight from Bali to KL with the same Airline reference as the confirmation email (so I presumed that this was 1 of the 2 e-tickets to match the flights from the previous email) but when I downloaded their app, it shows that I have bookings with them for 1x return flight (KL/Bali, Bali/KL) and another 1 way flight from Bali to KL with a different Airline reference than the confirmation email.
Then, this afternoon (the 8th Sept), I received an email from them stating, " Last chance to compete your trip. KUL to DPS"...KL to Bali,
the other half of the second booking.
I have been messaging eDreams since early this morning trying to sort this out. Most of the time I was being attended to by a robot but on 3 occasions I had different agents messaging me and promising me that they would get a supervisor to call back in an hour or three (after I requested this). I gave up after 9 hours.
Could you please call me tomorrow on +[protected]. This is an urgent issue as I don't want to be marked down as a no show the following morning with Malindo Air at KL airport.
Thanks, Michele O'Callaghan

It's a very sad state of affairs there at your call center. I've called for about 3-4 times today and about a 10-20 times on an international call to your call center along with the conversation with your Social Media/Twitter team and people who respond to support emails. I'm not able to get through either the money back or a timely response from any of your departments about my flight booking done via your website (Ref No: [protected], Booking # K2HOPG).

This flight booking mentioned above didn't fly and airline says to contact eDreams to rebook the flight. I've tried countless number of times to book it but with no luck. I really want to rebook this flight. Your CS team never calls me back or responds me back on twitter. Please can you do anything about this?