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