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4.3 8804 Reviews

eDreams Complaints Summary

406 Resolved
1422 Unresolved
Our verdict: When using services from eDreams with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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S
1:26 pm EDT

eDreams changed flight and did not apologise! customer service appalling!!!

[protected]
I booked a return flight to Las Vegas 12-19th of October 2019. My return flight was on the 19th was changed from 13.38 to 10:00 no apology or explantion given. I had to call several times for them to change it back to a late flight, and every time l would speak to a different person. Most of the people who work at the eDreams call centre were rude and argumentative kept interrupting me whilst l was talking. My daughter got unwell and wanted to change my flight to an earlier one was told to call back after a couple of hours l would pay £150 o the airline and £38 to eDreams. I called back at least 3 times was put on hold for 30-45 mins each time. Mind you l was calling from the USA so my phone bill this month will be high. After all that back and fourth they refused to change my ticket even though l had been told initially that l would only need to pay £188 and my flight would be changed. I had purchased insurance Cancel for any reason guarantee which was pointless.
Very disappointed with the service. Would not recommend.

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L
6:19 am EDT

eDreams  refund for pnr: cvytkn

I have called your edreams hotline to enquire about my refund. It has been months which i asked from the airline and they stated clearly that they have refunded the money to you. I have even provided the proof of the email from the airline stating the amount of HKD1560. I am tired of calling and asking your operator but they are not able to assure me about my money which i can get back. All they can said is to wait for the refund within 72 hours! Hello it is more than 72 hours now!Why is it so difficult to get back my money?why do i need to wait so long to get my refund back?why cant i get the answer as to can i or cant i get the refund? I regret making a booking under edreams and this will be my first and last booking under you. What a bad experience totally!

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Update by Liza Shiri
Oct 22, 2019 3:12 am EDT

Resolved?why is my complaint status shows it has been resolved? Its not been resolved yet!

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T
12:47 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

eDreams cancellation and get back refund, dangerous lebanon situation

I have booked a flight Larnaka- Beirut on 26/09, business class to fly 25/10 and came back on 28/10. There is 3days that I am trying to call customer service and never got answer, all robot conversation and by chat as well chatbot...I NEED TO CANCEL my booking and get Refund as there is VERY DANGEROUS SITUATION IN LEBANON right these days.
Booking Ref: [protected]
My Ticket Tatiana Saracul N [protected]
My daughters ticket Gabriella Papadopoulou N [protected]

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L
11:08 am EDT
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eDreams hotel and air ticket booking

Date: 19 October 2019
Booked air tickets and hotel through the website, but upon payment, they charged in USD despite clearly stating that they have already converted to my countries' currency.

The total was supposed to be $1531.74SGD.
They sent an email saying that all processings except my return flight had gone through, but return flight payment was not confirmed by the bank. Hence, I called the bank to find out what happened, and found out they deducted 718.97USD, as well as 517.26AUD, and they tried to deduct another 671.86AUD with another 671.86USD. That's even more than $1531.74USD, which is what they claimed to charge when I called their hotline. Their hotline said that they charged in USD and it was stated before payment, which is untrue, as in the screenshot provided below it clearly states that the currency had been converted to my country's.

I would like a complete refund, considering that the company has been unprofessional in handling this matter.

Please email me at chen. lydia. [protected]@gmail.com for any updates on this complaint.

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8:41 am EDT
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eDreams refound

You promised me a full refound and you never gave it to me:

Dear Customer,

We apologize about the inconvenience you had with us.

We processed the refund of:

-ROUTE CANCELED 252B49BC = 433 €
-DIFFERENCE OF THE NEW TICKET BOUGHT AND THE FARE PAID FOR THE BOOKING 252B49BC = 275 €

​You will receive the refund within 20 working days on the same payment method booking [protected]​.

Regards,

Claudia

Hofit Sigavi

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Update by Hofit Sigavi
Oct 16, 2019 8:51 am EDT

You promised me a full refound and you never gave it to me.

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G
10:19 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

eDreams booking reference: [protected]

Despite several overseas telephone calls and emails im still waiting for a response in regards to cancellaction of this booking. The fact I have paid for cancellation guarantee, it's costing me several hundred dollars of overseas calls to no avail. Everytime I speak to one of the customer personnel it's either I have to wait and cut off after more than an hour waiting. This is unacceptable and [censored]isation and need to stop. I demand a full refund. Please respond and acknowledge at Mita. [protected]@gmail.com

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D
1:52 pm EDT

eDreams air ticket

Do not believe what you see on your screen! They offer one price, but after you provide credit card information they charge you different price. It looks like scam. I've purchased a plane ticket for one price and was charged almost double price. They agreed for partial refund despite their free cancellation policy. If it was computer glitch, they must return full amount back, but they charge cancellation fee.

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A
1:42 pm EDT

eDreams poor customer service, customer not refunded after 3 months of waiting

Don't ever book with eDreams. I booked a ticket to Jordan from Riyadh some time in May 2019 (booking reference [protected]). Due to a change in Jordan airline flight schedule, I had no choice but to cancel the flight ticket. This will be a full refund since it's a mistake of Jordan Air.

EDreams told me that I should wait maximum 3 months to get my refund back. However, after 3 months of waiting I did not receive any refund from them. Even my booking number was removed from the system.

I gave edream a call, took me 10 to 15 minutes waiting time. The consultant said he is sorry but they still did not get the refund from Jordan Air yet. Told me to wait 72 hours or more. And gave me email address to converse with them. This whole call cost me almost 40 minutes and oversea charges $$.

So I waited and waited but there was no email or response from them. I send emails several times but this company will never reply your emails. At the end, I gave them a call again and waited a long queue. As soon as it's my turn, the consultant checked my case and told me to wait 72 hours again. It sounds convincing this time so i agreed to wait another 72 hours. Also I requested him to change my refund account from credit card to bank account.

To my disappointment, there was just an email from edream telling me refund still pending. I reply to this email but as usual this company has no one checking any emails.

In the next call to edream, I found out my refund account has not been updated as promised by the consultant. I lost my cool and scolded the operator.

From then onwards, I have been calling edream till today. And I still not getting my refund back. There is not a word of sorry from the company. They don't even honor their 3 months refund policy. They could have just refund me my money after 3 months and they can deal with Jordan Air later. Customer first. Instead, they let me wasted so much time and money calling them for nothing.

To all those out there who are planning to book through edream please do it only if you don't plan to cancel or change your flights ticket. This company will not refund you money. Don't bother sending them email or complaints because no one is bothered. They are rude and treat customers like nothing. This company has no heart. It's just a plain system taking order and giving tickets. Don't ever choose edream unless you cannot find any other agencies to get your ticket.

I will also post my records with edream on the tripadvisor review.

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S
12:16 am EDT

eDreams booking cancellation without notification

Good morning,

I did a reservation ( [protected] ) for multi city flights from Singapore to Delhi then Jaipur to Kochin then Kochin to Singapore . This reservation has been confirmed on the E-dreams application and I have received one day before departure emails from eDreams for additional baggage's, hotel, car renting, ... means everything was ok !

Unfortunately, when I arrive to the counter for check-in the company ( INDIGO ) told me that they cannot find my name in their system . I called immediately EDreams for explanation and they told me that my booking for the 2 first flight ( from Singapore to Delhi and Jaipur to Kochin ) has been cancelled but the third is confirmed ... I did'nt received any notification regarding this before ! They suggest to buy new ticket in airport but the price was over my budget off course at the last minute. I had to cancel my vacation s.

In addition, because of the E-Dreams mistake i had to pay non reimbursable hotel ( 2 nights for 340 S$ ), the visas for 3 persons and 2 ways taxi.

This is totally unacceptable and I am waiting the full reimbursement of this booking and compensation for hotel, visas, taxi.

You will find attached capture of the application showing that the reservation was confirmed ( confirmé in French )

Thanks and Best Regards

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N
2:37 pm EDT
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eDreams misspelled my name

Two days before my flight I downloaded Emirates app to check in, just to realise that eDreams has spelled my name wrong! I spend the whole day (8 hours to be exact) on the phone to them then to Emirates and back. Long story short - eDreams says they cannot update my name and Emirates says they can. I even did a conference call with them just to get disconnected after more than 30min. I ended up having to cancel my flight with NO refund and try and get a booking on the same flight as my friend directly through Emirates. So I'm now supposed to be happy with losing R8 100 because of an incompetency eDreams refuses to prove to me who was wrong! I wouldn't have mind paying a fee to fix or a fee to cancel but at no refund I will NEVER recommend eDreams to anyone!

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K
8:25 am EDT

eDreams refund not received for not issuing ticket on edreams side

I tried booking a ticket on 24 September for Ahmedabad to Jaipur 26 September vide booking Reference Number [protected] and paid 3538.37 for the same. The transaction was in process for about an hour and then I called of +448000261530 and after half hour an executive picked up and said ticket could not be issued and it will be issued the payment is approved. After a while it showed that trip is cancelled, I tried calling but no customer care was reachable, Indian Numbers displayed on website are simply fraud. I reached them through messenger and after two turns one executive named Hemant got connected he said booking was not confirmed due to technical glitch and now price has changed so refund will be issued. He asked for last 4 digits of my card used for booking and send a confirmation mail stating that refund is initiated and will be credited in maximum 7 working days. The money is not credited to my account and I did not received any communication from edreams so I contacted again through messenger and the executive Ayush says money is not collected hence ticket is not issued and hence team has also cancelled refund. I am very harassed and guilty after using such fraud agency services. If my problem is not solved within a week from this complaint I am going to file criminal fraud case against edreams at international consumer forum. Hereby attaching whole chatting for ready reference

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D
7:51 pm EDT

eDreams confirmation

I booked tickets NZ-HCM easyJet For 3/11/19, recieved email. " Reservation pending " the flight cost $473 but I noticed that my bank account had two ending payments of $104.45, this was confusing as was two payments for one booking and also didn't sum up to the $473. 2 days later I recieved an email from Edreams saying they had noticed it had been 24 hours since my booking and I hadn't recieved confirmation yet ...ummm yes, because you haven't sent me it, how [censored]ic ! They requested I called them, so I did and they asked. I wait another 24 hours whilst ticket is confirmed. During my time waiting I also recieved emails offering to book hotels, onward flight. Taxis etc ... download the app!And even one that said I can check into my flight ! Very confusing as I still hadn't recieved my tickets /confirmation. After waiting the additional 24 hours I called them again and was asked to wait another 48 hours whilst they confirm the tickets, I became very annoyed as I had the easyJet flight in front of my eyes, still available ready to buy, so why are they still waiting to confirm?

So I cancelled, I find it very unorganised, embarrassing and I feel sorry for the call operators, God only knows how much abuse they have to endure from irate and annoyed customers due to Edreams unethical and unprofessional trading .

I mean how can you sell tickets without owning them? How can you advertise a product without being sure if you can provide? What about If it was reversed ...if they gave us tickets and then we asked them to wait whilst securing the money for payment, I think not !

I believe that Edreams is one big. Dishonest scam, they take peoples money with promise of a good deal, hold onto it, claiming interest and then release when people have had enough and cancel, [censored] EDREAMS!, WAKE UP!

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L
11:54 am EDT
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eDreams airline booking service

I have rarely been so insulted and cheated by a so called good customer service

I booked a ticket Berlin - London for myself and my 2 children. Booking price should have been 550 EUR roughly. Upon receiving confirmed ticket I noted it was 626 EUR.

I contacted edreams immediately who informed me that I had booked an insurance as well, which was easily cancellable. This was done and it was refunded to me. I was NOT informed of additional service charges.

On checking my account I found to my horror that I was charged 755 EUR for my tickets. I immediately contacted edreams again and was informed they had charged additional 3 insurances - even after I cancelled these. I was told they would be refunded ... 5 days later I am still waiting for this refund. I was NOT informed of additional service charges.

Today I again called edreams to be told that I have been charged at least one if not more service charges which were NEVER mentioned before of roughly 20 EUR each!

Where are all these service charges coming from out of the blue
Why the need to cheat and underhand charge customers unknowingly?

NEVER to be used again
Edreams is out to cheat and con innocent people for no reason!
Complaints department puts me on hold for hours and no one has anything to say !

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D
2:42 am EDT

eDreams flights

My grandmother passed away on the 24/9/2019 and I booked flight TK1984 at 22.15 for that evening as I needed to attend the funeral on the 25/09/2019. The flight was delayed by 30 mins originally however we was actually delayed for more than 1 hour and I missed my transfer to Malatya at 05.20 TK2630. They could not find another flight until 21.00 that evening however that was too late for me as I would miss the funeral and I was due to return to Istanbul (TK2117) via Ankara (TK7059) on the 26/09/2019 at 05.55 to return back to London (TK1985) at 13.00. It was pointless for me to travel only to return again in a few hours. The purpose of this trip was to attend the funeral. I did not get to attend the funeral as they could not find another morning flight to accommodate me. I was so distraught and hopeless that they booked me a return flight (TK1979) for 25/09/2019 at 07.45 to return to London. I am very upset that I was unable to attend the funeral as that was my last duty to my grandmother. I am also upset that I spent £700 for no reason. Customer service in Istanbul stated that I could get back the money I paid for the transfer flights I did not take however I am not happy with that as if I knew I would not make it to malatya I would not have booked the flight and wasted my money. Out of good will can I please have a full refund as I should not be at a loss as it was virtually impossible to complete my journey in the short time I was there. If the delay was only 30 minutes as I was originally told then I would not have missed my flight. However the delay was over 1 hour and this is the reason for me missing my flight. Please could the case be assessed as I feel that I have been taken advantage of as a consumer. I know that delays happen however as a consumer my circumstances are extenuating and need to be assessed differently to those that are flying for normal needs. If you need the death certificate, this can be provided. I appreciate your help.

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M
8:05 pm EDT

eDreams no refund to cancelled air tickets.

On line we purchased 3 airline tickets through
Edreams. Airline was Air Canada (their nu - KK5SWV) travel - Sun 14-30 July 2019

My visa bank statement - Paid - 27 Oct 2018 EDREAMS BARCELONA $6, 067.49

We personally cancelled these flights July 2019 with Edreams due to various reasons. They confirmed by phone THERE WOULD BE A REFUND. As of today (5 Oct. 2019), there hasn't been anything further from Edreams. We have tried many times to contact edreams. Air Canada said there should be a refund.

Edreams confirm No. [protected]
Edreams Invoice number 2018-SAL7-[protected]
Edreams Date transaction 11/2/2018.
Edreams Total amount NZD 6, 067.49

Mark Purchase
Auckland NZ
[protected]@xtra.co.nz

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J
5:44 pm EDT

eDreams edreams ticket scam

The Edreams website froze as my wife was trying to get a proce quote. She saw the price of the tickets, decided not to purchase, but as she pressed back the website froze then confirmed her flight. We immediately called and they said,

"Too bad, you paid 2, 000$ but we will refund you 1, 200$."

How is that not fraud? My wife 100% did not agree to they pruchase and they are trying to take advantage of her and scam her. Avoid edreams at all cost. This site is a scam

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J
8:23 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

eDreams 1 return flight booked for 2 persons. I paid double through ideal banking

i booked a flight [protected]. Yesterday 2-10-2019 i paid through ideal, but encountered a error on the website. A screenshot of this error is added.

Because of the error i tried to pay the same booking again. Now i paid double. I added the proof of payments.

I called to the Dutch costumer service, but this office is closed. My call got transfered to a foreign number. The employee was friendly but could not help me much further, apart from waiting 48 hours and see if the money is tranfered back to my account.

I would like to keep my booking for this flight, but recieve the amount of €186, 62 that i paid 1 time to much, back on my bankaccount.

Thanks in advance

Jory Habers
[protected]@hotmail.com

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5:15 am EDT
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eDreams the refund amount is wrong - booking ref number: [protected]

I called eDreams call center on 24.Aug to cancel my Tokyo trip in Jan.2020, I triple confirm with the colleague the refund amount and she told me the amount I will get back is $6292.04 HKD, thats why I agree with the refund and I got their email reply with the amount as proof.
However, I got the refund on 10.Sep, the amount is 1300 something HKD.
I called the call center again today (1.Oct) but the colleague quibble they can only refund 80% of the airfare. I request they send email to me with the breakdown why the amount become $1300 now but they rejected to do so. The point is, the airfare charge $7865.05, noway I can only get $1300 for the refund.
Suppose they should pay back the money to me through the credit card I pay, but they do the refund to me by remittance now. I suspect maybe there is someone do dirty work in middle and embezzle the amount in difference to own account.
I want my money back, this is cheating and fraud case! Looking forward to hear from you soonest...

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K
3:51 am EDT
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eDreams I have missed a flight because of incorrect itinerary

My name is Itay Erez. My wife and me booked for a flight from Barcelona to Tel Aviv. - Booking number [protected]. According to the information you gave me, on the e-ticket, flight 7KA6LN (E4 281) should have departed at 05:40, but it did at about 1 am. As a result me and my wife missed that flight. We had to book a new flight, loose 550 eur and a whole day in air ports. I deserve at least the new flight money back.

Itay and Keren Erez

Email- [protected]@gmail.com
[protected]

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S
11:34 pm EDT
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eDreams edreams case 981563

Hi,

I have made several requests through different mediums and I am appalled that I still have not heard back, even with an acknowledgement.
I booked a flight that was advertised NZ$391 and was charged NZ$455.75. There was no explanation for this NZ$75 increase and I would like this refunded to me.

My booking number is [protected].

I expect to hear from you very soon.

Regards,

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eDreams Customer Reviews Overview

eDreams is a popular online travel agency that offers a wide range of travel services including flights, hotels, car rentals, and vacation packages. Our reviews show that eDreams is highly rated for its user-friendly website, competitive prices, and excellent customer service.

Many customers appreciate the easy-to-use interface of the eDreams website, which allows them to quickly search and book flights, hotels, and other travel services. The website is also available in multiple languages, making it accessible to a global audience.

eDreams is known for offering some of the best prices on flights and other travel services. Customers appreciate the company's price comparison tool, which allows them to compare prices across multiple airlines and travel providers. Many customers have reported saving significant amounts of money by booking through eDreams.

Another major selling point of eDreams is its customer service. The company has a dedicated customer support team that is available 24/7 to assist customers with any questions or issues they may have. Customers have praised eDreams for its prompt and helpful customer service, which has helped to resolve any issues quickly and efficiently.

Overall, our reviews show that eDreams is a reliable and trustworthy travel agency that offers competitive prices and excellent customer service. Whether you're looking to book a flight, hotel, or vacation package, eDreams is a great choice for all your travel needs.

eDreams In-depth Review

Website Design and User Experience: The website design of eDreams is clean and user-friendly, making it easy to navigate and find the necessary information. The layout is intuitive, with clear menus and search functions, ensuring a smooth user experience.

Booking Process and Ease of Use: The booking process on eDreams is straightforward and hassle-free. The website provides step-by-step instructions, allowing users to easily select their travel dates, destinations, and preferences. The search results are displayed in a clear and organized manner, making it simple to compare and choose the best options.

Flight Options and Availability: eDreams offers a wide range of flight options, including both domestic and international routes. The website provides comprehensive search results, displaying various airlines and flight times. Users can easily filter and sort the results based on their preferences, ensuring they find the most suitable flights.

Pricing and Competitive Offers: eDreams offers competitive prices and frequently provides special offers and discounts. The website compares prices from different airlines and displays the best deals prominently. Users can also set price alerts to be notified of any price drops, helping them save money on their bookings.

Customer Service and Support: eDreams provides reliable customer service and support. They offer multiple channels for assistance, including phone, email, and live chat. The customer service team is responsive and knowledgeable, addressing any queries or concerns promptly.

Trustworthiness and Security: eDreams is a trusted and secure platform for booking flights. The website uses industry-standard encryption to protect users' personal and payment information. Additionally, eDreams is a reputable company with a strong track record in the travel industry.

Additional Services and Features: In addition to flight bookings, eDreams offers various additional services and features. These include hotel bookings, car rentals, travel insurance, and airport transfers. Users can conveniently book all their travel needs in one place, saving time and effort.

Mobile App Experience: eDreams provides a mobile app that offers a seamless booking experience on the go. The app is well-designed and user-friendly, allowing users to easily search and book flights, manage their bookings, and access travel information from their mobile devices.

Loyalty Program and Rewards: eDreams offers a loyalty program called "eDreams Prime" that provides exclusive benefits and rewards to its members. These include discounts on flights and hotels, priority customer service, and access to special promotions. The loyalty program is a great way for frequent travelers to save money and enjoy additional perks.

Overall Customer Satisfaction and Reviews: Overall, eDreams has received positive reviews from customers. Users appreciate the user-friendly website, competitive prices, and reliable customer service. The platform's wide range of flight options and additional services also contribute to high customer satisfaction.

How to file a complaint about eDreams?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account. If you do not have an account, please register by providing the necessary details to create one.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with eDreams. Make it specific and clear, such as "eDreams Refund Not Processed" or "Overcharged by eDreams for Flight Booking".

4. Detailing the experience: In the complaint description, provide a detailed account of your experience with eDreams. Mention the service you used, such as flight booking, hotel reservation, or car rental. Describe the nature of the problem, including dates, locations, and any specific details of the transaction. If you attempted to resolve the issue with eDreams, include the steps you took and the company's response. Clearly articulate how the issue has personally affected you, such as financial loss, stress, or disruption of travel plans.

5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as receipts, confirmation emails, or correspondence with eDreams. Be cautious not to include sensitive personal information that could compromise your privacy.

6. Filing optional fields: Use the 'Claimed Loss' field to quantify any financial losses you have incurred due to the issue with eDreams. In the 'Desired Outcome' field, specify what resolution you are seeking, whether it is a refund, compensation, or another form of resolution.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that all the information provided is correct and that your desired outcome is reasonable and clearly stated.

8. Submission process: After reviewing your complaint, click the 'Submit' button to officially file your complaint on ComplaintsBoard.com.

9. Post-Submission Actions: After submitting your complaint, regularly check your account on ComplaintsBoard.com for any responses or updates. Engage with any follow-up questions or requests for additional information to help resolve your complaint.

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Contact eDreams customer service

Phone numbers

1800 200 6296 +1 (844) 539-6719 More phone numbers

Website

www.edreams.com

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