The complaint has been investigated and
resolved to the customer's satisfaction
Resolved
eDreams.com / Flight Ticketmy money taken but no ticket issued!

U
This review was posted by
a verified customer
Verified customer

Before this we had bought tickets from eDreams with success on 2 seperate occasions. But now, this 3rd time, we have become a victim too. On June 28, 2011 I booked a flight from Amsterdam to Bucharest for my wife with eDreams.com. We wanted to pay online with our MasterCard but this transaction 'failed'. We were supposed to use an alternative payment method: bank transfer. We sent an email to the customer helpdesk and they provided us with the details (account number (IBAN) + Swift code). account: IBAN: GB85DEUT40508129608901 BIC : DEUTGB2LXXX, account holder: Vacaciones eDreams S.L.
It turns out to be an eDreams' bank account at the Deutsche Bank in the UK. We emailed the customer department with proof that the bank tranfer had been done using screenshot of my online bank statement showing the transaction benefitting eDreams. (They wanted proof via fax but we don't own a fax machine)
Of course, the bank transfer succeded but after this nothing happened. My money (287, 59 euros) was gone but the ticket did NOT get issued and my wife would miss her flight. So we called and emailed eDreams many times. When on the phone they seem polite but they actually don't or can't help you. In the meantime we bought another ticket at another company because eDreams would not issue the ticket. eDreams mentioned to us that they did not recieve any payment from me in their bank account.
I've also sent my complete complaint via email to their complaints department on August 5, 2011, but eDreams did not bother even to confirm reciept of my complaint. Since eDreams did NOT issue a ticket we have been asking them to give us back our money. A month has passed and now it is September 5th and still no co-operation from this company. In future I will use other travel agents who will normally issue your tickets within 5 minutes via email immediately after the payment!

RESOLVED

The complaint has been investigated and resolved to the customer's satisfaction.

  • eDreams's response · Sep 06, 2011

    Dear customer,

    Please accept our apologies for this inconvenient. Our goal is to provide you with the best customer service.
    Would you please send an email with all information, to: [email protected]
    Our representatives will be happy to help you solve this problem immediately.

    Thank you,

    eDreams

Responses

  • No
    No Happy Jan Jul 31, 2012

    I have had issues too. I booked a ticket from Edreams from BCN to Amsterdam. Edreams have charged me twice and Vueling once for amounts over $200 for a ticket. On Edreams Ticket confirmation it state "the airline will charge your credit card for the amount of the ticket and Edreams will only charge a service fee". Edreams has taken more than a service fee though the full ticket amount as well. Edreams had breached their own terms and conditions and the staff cannot understand the issue. When I call customer service you speak to people in India who obviously do not understand the seriousness of this. I have spoken to 5 people and 2 of them said send me a copy of the charges on your statement and we look into it, when I do so I then receive an out of office response., I am very concerned how and why this has happened and how Edreams has requested money to be taken off my credit card without my authority. I have contacted Vueling the airline company and they replyed stating that they have looked into it and Edreams is at fault and ill need to request reimbursement from Edreams, Edreams is stating that they are going to recover the funds from Vueling. Edreams is clearly at fault and they have charged me twice, they do not want to return my money, I would not use them again and warn everyone else the same.

    0 Votes
  • Aj
    AJ Johnstone Sep 27, 2011

    Agree.. Quite sad these companies exist to extort people. I made the mistake of registering & providing all personal details including passport number & just before I whipped out the credit card, I wanted to check the itinerary & I swear.. It pays to do some research. The supposed flight from Sydney to Melbourne in Australia was with an airline called Trans Brasil...After a quick search the airline has ceased operation in 2001?!?!?! Is that just being extremely lazy in terms of deceiving people???
    So ****ing glad they will not get a cent from me. Buyer beware!

    0 Votes

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