eDreams
reviews and complaints

I booked a flight with Kenyan Airways through edreams (Reference for eDreams: [protected];Reference for Kenya Airways: [protected]). I am no longer able to travel, so I contacted both edreams and Kenya Airways to process with ticket cancellation. Kenya Airways told me (in writing) that my ticket can be cancelled with a penalty of USD 240. I managed with huge difficulties to contact edreams, and received 4 different quotes in 4 occasions. None of the agents was able to provide a break down of penalties, and the amount that could be refunded to me became progressively smaller every time I spoke to an agent. edreams is not able to explain why their calculation varies drastically every time I call, and also agents are not transparent on which penalties they are applying on top of the USD 240 applied by the airline. They are also saying that airport taxes are not refundable, which is absolutely nonsense. I don't know how to resolve this issue, edreams customer care service is basically non existent, they do not seem to keep history of the interactions with their clients, feedback from agents is absolutely inconsistent and the first reaction is that there will be no refund at all. It is a dreadful company, will never use them again, but need to resolve this refund now! I hope this formal complaint will make the company react to firstly, respond to my query, secondly, improve their dreadful customer service.

Today (September 4, 2019) I searched for flights from Sri Lanka to Texas, and edreams had very competitive prices, but when I tried to book, after entering all the (five!) passengers' information, they said the price had gone up and asked if I wanted a new price. I gave up, but a few minutes later I tried again, the same dates/flights, and the same original, lower price appeared. I again tried to purchase and the same happened.. I was offered a higher price. Then, hours later I gave it another try. This time it was even worse. While I found the same lower original price as a result from my same search, the price changed on its own, without warning, as I was entering the credit card information. Had I not taken a final look at everything, I would have pushed the confirm/purchase button and paid a higher price than what was offered to me. This is absurd! They should not be using this tactic (bait and switch). I have bought with edreams many times before and this was truly disappointing! Will avoid from now on.

Date of incident: 2 Sep
Booking ref: [protected]
email: [protected]@gmail.com

I ordered flight tickets on 28Aug 2019 for flight to Danang on 30 Aug and return on 2 Sep. You charged my credit card for HKD4, 379.56 and I got your email confirmation on 28 Aug 2019. But when I arrived Danang airport on 2 Sep, I was being told that my boooking for return flight was cancelled and I have to pay extra money to stay another night and bought the return tickets again to return back to Hong Kong next day. Your team should not charge my money if the booking is not successful and there is no additional email to inform me the return flight was cancelled!

I couldn't issue the ticket I reserved at edreams.
I suffered a great deal of damage.
But edreams does nothing despite my numerous climes.
1.a day's extension because I couldn't get on the plane
2.An additional night at the hotel
3.Extended a day with a rental car
4. Submit a letter of apology because I couldn't get to work
Edreams has not a word of apology at all.
No phone calls, no e-mail response, and these sites must be judged in every possible way.

Hi this the 4th time i have tried to make contact with edreams about this issue. please see below my email i have sent to you customer service many time over the past week;

Booking Ref: [protected]

Hello,

I made the above booking this week (Tue 20th) and was due to fly out last night (21st) at 21:25. However when I went to check in that the airport the airline (flybe) informed me that my flight has left that morning at 08:35. They then told me to call you (the agent) to sort the situation out, which I did. After 55 mins most of which i was on hold for (and almost missing my flight) I was told by your agent that he could not get in touch with flybe as they were closed. Subsequently, and wit fear of missing my important client meeting that night and next morning, I had no alternative to book another ticket for the same flight.

Obviously, at the very least, I will need by outbound flight refunded asap. The gentleman I spoke with had promised a phone call today to resolve the situation, but I have yet to receive one.

Furthermore, I must add, I am extremely disappointed with accessibility of your customer service, especially in such situation. I was on hold for over 20 mins before got my first conversation with one of your reps. This trip was of great importance to me and my firm. The entire situation was an extremely stressful experience.

Can someone please call/contact me asap to discuss compensation.

Damien Kelly.

I have booked many flights through eDreams without any issues. I usually do the check-in by myself as soon as it's possible, but this time I did it through the new, heavily promoted eDreams app. I clicked the check-in button and it went on swimmingly with no text boxes or other notifications. Arriving to the airport I receive an e-mail telling my check-in was cleared... with the wrong name. The app had automatically inserted my Facebook name on the boarding pass, which isn't my legal name. I had to book another, more expensive flight directly from the airline.

Reference to the flight booking number [protected] e mail [protected]@gmail.com

Still no response from e dream

Can you please help I have very short time

Please cancel the booking [protected] because I already have an other booking same day same airways from baku to dubai booking ref 1ary20
I want to avoid double booking and double cost
Dr hamed hussein

[protected]

This edream.com is cheating customer where I click in the edream on where I attach from agoda.com already direct me to confirm the flight and date then process for payment never show me the US site.and it should be in follow my location Singapore right?also the screen is already show me SGD dollars and Yet they say I on US site?Got to pay as USD dollars.hope can help me to reverse back to SGD dollars and refund to me thanks

Worst customer experience ever and worst trip agency online. They cancelled my trip, 5 days before the departure date! (when I had purchased my tickets 6 months ago...) They did not notify me, I just learned about it cause luckily I decided to call them to check on my flight details, they provided poor excuses and no solutions at all. Terrible... DO NOT BOOK with them.

Booking reference number [protected]

(Return Flight from Belfast to Manchester)

I purchased Cancel for Any Reason cover with the above booking, however the cancellation procedure involves contacting e-dreams via a telephone number on your website that does not work from Ireland and so I have been unable to process the cancellation. I have tried every other method to get through to a person and have been unable to as no-one answers the phone, it is all automated.

This flight has cost me more than €180 euros. I want my money back, I want an apology and I want you to give me a very good reason why I would ever want to use such a shoddy service again. And a very good reason why I should not contact the regulatory authorities.

However, I do not expect to hear anything from you, so I might just go ahead with my complaint to the regulatory authorities.

Patricia Moore
pat.[protected]@yahoo.ie
tel: [protected]

I purchased 8 tickets through edreams at $298 each so a total amount of $2856 when I put my credit card details in they charged me $4212 and now are refusing to refund any money at all after numerous phone calls. During one phone call a representative agreed with me that this was not right and the full amount would be refunded, I have recorded this phone call. However when I called back today I was told by another representative that this was not the case and I was not entitled to any refund at all.
This is fraud and I am going to continue to take every avenue possible to receive a full refund.

I bought a flight from Ankara to New York on eDreams's website. Ukraine Airlines, dated 12.08.2019 and flight number PS722-PS231. The ticket price was $750 on the Ukrainian Airlines website and also cheaper on eDreams's website. So I decided to take it from eDreams. However, when I entered all my information and confirmed the purchase then the Price had been $839. I didn't buy any other services. A real fraud.
Necip Ihsan Ertem

I booked a flight from edreams online at SAR1566 cost which never changed and as soon as the confirmation came through on my account it was more than SAR1000 more. I havent selected any of the extra baggage or assistance other than the SAR33 option. My flight is tomorrow and the more than SAR1000 extra cost must be returned to me. I have kept a screen shot of the booking amount prior to the much larger amount charged.
Thanks Paul

I traveled with Royal Air Maroc on the 08/08/19 from London to Abidjan, after severals delay I got to my final destination without my 2 suits cases meaning no clothing even toothpaste and the company royal air Maroc seams do not do anything. Therefore I would like the company repair this stressful and uncomfortable situation their put me into it and make sure I get my suitcases back. Thanks. Regards
Name : Youssouf Toure
44- [protected]
[protected]@yahoo.co.uk
Booking reference number: [protected]

Hi,
Due to the situation in Kashmir, it will be impossible to fly to Kashmir in near future,
Indian government evacuated all the tourists out from Kashmir so I need to cancel my flight to and from Kashmir.
I payed to eDreams for the flights with INDIGO € 378.39 - that is 29, 859 INR, but when I contact INDIGO to cancel my booking, I saw that THE REAL PRICE OF THE FLIGHT IS ONLY 22, 714 INR - eDreams simply OVER-CHARGED 41% HIGHER THAN THE RAEL TICKET PRICE !, and respectively will be the refund for the cancellation.
The cancellation is due to government security restrictions, I demand full refund of the price I payed to eDreams € 378.39.

Regards,
Yoel Nitsch

On Wednesday, the 31st July I went onto eDreams to book flights. I booked it via my phone, app and I thought I had inputted all the info correctly. When I noticed that the birth date was incorrect, I immediately phoned eDreams to rectify this. All I wanted to do was change the birth date however the call centre agent advised me to cancel the whole booking and pay a 200 Euro fee. After literally booking the flight 20 minutes ago. I have tried to phone and email eDreams countless times, however no one seems to want to help me. I feel I shouldn't have had to pay the 200 euro fee and that I still need the flights! Would love it if the MD or CEO of eDreams could rectify this with me seeing as his staff won't.

Its unclear how my flight details/dates were ever changed/corrupted in the first place. It wasn't by me.
On Air Canada website, I saw booking details differed to eDreams website. Both Air Canada/eDreams are equally VERY difficult to contact.
Air Canada had us flying from Syd to Van Sun 14 Jul 2019.
Then from Akl to Syd on 15 Jul 2019. Wow how could that happen?

Me trying to correct this was almost impossible. I'm not on 'facebook' so found it almost impossible to contact eDreams. Finally, I spoke on the phone with someone from eDreams in Australia (He said) the day before travel (13 Jul 2019) & assumed details were corrected (was lead to believe).

So a new update from eDreams had us flying to Bris instead [14 Jul 2019].
(Booking ref. OHXZTB. FLIGHT BOOKING REF: Air Canada booking- KK5SWV)
then to Vanco., from there.

At our airport Akl we discovered another error, details for one person in our party of 3 tavellers was wrong. Given a wrong last name. So in order to fly we had to purchase another ticket & thinking the air canada will sort it out when we arrived in first port of call. They said, "No we can't, edreams will need to". So we got conflicting statments from everyone and were advised the tickets were corrupted & unwise to travel further, & we couldn't anyway.

So in Bris we had to re-purchase 3 tickets for 5 flights to complete our holiday with another travel company. & so after 1-2 days we contacted edreams to cancel flights (but not hotels). On chat-line my daughter spoke eDreams & explained our situation. After an hour someone from eDreams rang back & assured us there would be some kind credit coming back to us from Air canada. Someone would contact us.

Well nothing has happened yet.
[protected]@xtra.co.nz

This is my second experience with edreams.co.za and certainly will be my last . the first instance i needed to change a letter in the spelling of a surname and was advised to call the airline, the airline then confirmed that it would need to be done by the agent . i called back and was penalized for this . I had to pay in excess of R1000 for this change. Today i book a flight online my flight price was R695 however i have been debited R979, if an otp was provided i would have been notified by sms of the amount that would be deducted and i would have cancelled the request ( the website does not ask for a one time pin ) . As per the website i have free cancellation for today . i try to do the cancellation online however i cannot, i proceed to call the call center and when i choose the option to cancel i am advised that i will wait 5 minutes for the request to be submitted automatically . i am then transferred to a consultant after 20 minutes where i am advised that I need to contact the airline again to cancel and they will refund my ticket price and that i cannot get refunded on total amount . i asked to speak to a manager and the consultant asked why i would like to speak to the manager i advised, he then advised that would not help . I asked again to speak to a manager to which the question again was raised why do i want to speak to a manager . i proceeded to advise if they are not willing to let me speak to management i will address the issue with an ombudsman. i then waited another ten minutes for the manager to get to the phone and then she pretends as if she does not hear me on the line however the consultants had no issues hearing me . it seems to me that edreams is only there to provide false information and take money from consumers . this is suppose to be a reputable company but according to my knowledge all advertising has been false thus far.

i cannot pay a fee of R979 for a ticket priced at R695 and be arequested to call another company when your company is the actual problem

I booked a flight through eDreams using the PayPal option on July 18th.

Immediately after booking - within 2 minutes - I realized I accidentally chose the wrong connection.

I called eDreams right away to request the refund. They said I had to call the airline so I did.

The airline that was used, Norweigan Air Shuttle, allowed 24-hour same day cancellation and verified my booking qualified. Norweigan canceled the flight and sent me a confirmation email stating full refund amount:

"The amount of 594, 26 EUR paid for the reservation with reference number LG9N5Y was refunded on the 19th of July to the credit card that was used upon booking (ends with 3790). Please allow some days for this transaction to be processed."

HOWEVER, eDreams used their own card ending in 3790 to make the booking so the refund couldn't go directly back to my account.

Each time I call eDreams they claim there is some other verification document needed from the airline before they can issue me the refund. It seems never-ending and very fraudulent!

I am certain the money was returned to their card but they claim no way of seeing this. I now have a canceled flight with a refund going straight to this company.

I opened a refund case through PayPal. Hopefully, I will get my money back but incredibly angry at what terrible scammy service this company offers.

DO NOT USE THEM!

On booking flights to malta i was not quoted £103 for booking fee and on recieving my bank statement i w ondered why my fight was 275 i was quoted only price for flights 2 passengers for £175, i called straight away and spoke to an agent febuary and said i wanted to cancel, because i was not notified about booking fee she said she would offer me a reductiom of flights if i did not cancel 0f £184 so i accepted, so i waited for confirmation via email it did not happen i rang them stating the offer she had made me and had no confirmation, the agent said that they would listen to recorded message and if that was said the offer would be valid, i waited and waited so i rang back 4 times and was told they would take £134 if i cancel, i disputed that the offer ahould be HONOURED as said, i was spoken to rudley and abruptly stating they would be taking £103, i contacted Ryaniar via resolver they have said its not there responsibily to refund the fare back to me, so i contacted trading standards.
1. Your are in breach of customer regulations
2. I made you aware of the problem straight away.
3. I am legally in my rights to reject contract within 90 days.
4. I made you aware well before the legal 90 days to reject contract.
i have been in contact with E dreams upteen times with no positive results, my daughter is now registered in college for september which i have stated to Edreams so i have a good reason for cancellation which i have been trying to do since febuary.
5. you are legally bound by regualtions to refund my fare if i contact before 90 days which i have done. i have 7 messeages from resover concerning this issue i have with Edreams, which i am now sharing infromation with trading standard.
Can you follow the legal regualtions of 90 to reject contract for refunding fare.
I cannot get any where in these phone calls I have made over 7 months to Edream agents.
Awaiting your urgent reply.
Kind regards
Maisy McDonald