eDreams
Reviews and Complaints

I have been facing an extremely unpleasant situation with EDreams. I booked a flight ticket with this company today for 280 euros. Before the check out, I wanted to book a baggage but the website claimed I would have been able to do it after the checkout or at the airport. Unfortunately, I was unable to do so as the "Manage your booking" page stated I could do it just at the airport.

After trying to log in on the flight company website with the flight reference they gave me to manage my booking from there, this reference did not work. I called the flight company and they were unable to either recognise the flight reservation number EDreams provided me with - which does not even correspond to the pattern of the one they usually provide, the flight company has a reference number of 6 digits with 2 letters and 4 numbers, EDreams gave me a reference of 7 numbers - neither they could find me on the flight EDreams claimed to have booked for me as an agency. They also confirmed that booking a baggage directly at the airport would have been much more expensive, on the contrary of what EDreams stated.

EDreams have not provided a satisfying service at all, actually creating me many more issues than expected, hence I should be at least fully refunded as soon as possible. This has also created many issues, financially and stress related, as I did have to spend an entire afternoon calling numbers abroad to sort an unpleasant situation out, a situation that EDreams has created and refused to find a solution for, while I'm feeling frustrated with the potentiality I would not be able to go home.

The customer service was also completely dissatisfying as no one was able to give me a proper answer or escalate the issue to find a solution. I asked for the order to get cancelled but they refused, including telling me I had to call the flight company - which it already confirmed twice they could not find me in their passengers' list. I'm currently here attempting to call random phone numbers, getting wrong and random reference flight number which the flight company cannot recognise which I got provided by EDreams' customer service, while attempting to find a solution to not get stuck in a foreign country.

Booked standard non refundable ticket or 22/feb on Turkish airline from Toronto to Abu-dhabi via Istanbul , wait time is 3.5hrs at Istanbul air port.

at the departure airport (Toronto), the Turkish air line staff , said you need to sign waiver to take pcr test at Istanbul air port,as pcr test is needed only to enter abu-dhabi, however, Abudhabi airport authorities takes free pcr test for all passengers arriving to the airport.

i said ok and i am ready to be held responsible if the test result was negative, she asked her manager , and came back to me saying you cant fly tonight but we will keep your reservation open.

i went back to E Dreams via the app , manage your booking , and i called the customer service, to re book me the nearest light , they came up with price difference of 745 $ that i have to pay , of course in addition to what i have paid initially to book this ticket (710$),i asked to change route or destination to Dubai airport he said this will cost you more , i asked the agent what are my options to get use o the ticket , he didn't give me any options and was pushing me to forget about any refund , and didn't provide me with discount voucher

I never order for this eDreams prime services and my credit card was charged $59.99. No live representative, all phone numbers provided in the internet not working, the chat service not helpful.

Our flight with Swiss air booked using edreams was cancelled just days before the return flight. We have had to book new flights for me and my son out of pocket to get back home.

It’s been over a month without a refund and finally we get a email of $1 refund from them. When we try to Swiss air they say the PNR number is invalid which was given by edreams and they refuse to help asking us to contact edreams. The same happens on their website as well.

We wanted a cost breakdown and despite calling edreams for 4 days they just bounce us around giving these replies - “it been sent”, “it will be sent”, “it can’t be sent”.

What kind of company can’t even give the customer their bill to see the breakdown. The only thing sent during booking is a confirmation email without any breakdown. This is unacceptable. Their customer service is a joke on chat and they don’t pick up phones when you ring on their US/Canadian number. Stay away from this company like a plague.

I booked flights from Brussels to Denver through eDreams and received an email from the carrier Brussels Airlines on 2/16 that one leg of the trip was canceled: 'flight SN9596, originally departing on 29 July 2022 from Denver to Montreal at 10:35 is cancelled". Flights were booked through edreams (reference: [protected])

The airline referred me to eDreams as the flights were booked through eDreams. (I contacted them via Chat and FB options and both directed me to the travel agency)

I have chatted three times with eDreams. over the last week using their online chat. The first time the agent only kept restating to call the airlines, even though I shared that the airlines was referring me to eDreams. He was absent for the chat for 10 minutes on end (multiple times) and just stopped responding.

The 2nd that same agent stated: ‘I have highlighted the issue to our expert team and you will receive an update in 24 hours’. Nothing was received.

The third time a different agent told me to arrange directly with the airlines, gave me a link to rebook that did not work as I did not book with the airlines but with eDreams. I booked with insurance and when I asked for a refund (as the rebooking was leading to nowhere) the agent told me I would get a call in 3-4 hours.

No call has been received. The email [protected]@edreams.com does not accept messages. No case number is ever assigned. The online chat is designed to kick you off: long wait times and every now and then it asks you if you are still there. Even if you still have over 15 minutes of your estimated wait time, it will drop you out of the queue if you don't respond in 2 minutes it will drop you out of the queue.

I made a multi city booking with Edreams. A flight from Heathrow to bali on the 12th of September, a second flight from bali to Melbourne on the 26th of September. Due to an error my booking didn’t go through but the money was taken. The first flight was refunded instantly but the second flight still hasn’t been and Edreams are now claiming they didn’t take the money.

While booking my flight on the edreams site beside the flights you had to chose from it said carry on included. The email from edreams says 4 carry on bags both directions. The airline website says no baggage. I have screen shots of the flight listings saying carry on included. I have screen shots of my edreams account saying carry on included. I changed one flight because it said small bag included. I have chatted many times, filled out the forms they asked for, sent info they requested and no one has gotten back to me in 17 days. Has anyone found a solution?

As with countless others since I have searched on the internet, I have been scammed by edreams. I purchased tickets that were cancelled by the airline. Per the terms and conditions I am owed a full refund. I contacted the airline directly and they informed me that yes the refund it owed to me but edreams he to process it. I requested the refund through edreams in December and it still has not been requested from the airline. As they did not request before the flight, I directly requested the refund from the airline ahead of flight time. I paid more to get edreams customer service calls and at this point they ceased responding. Their website is full of phone numbers that do not work and emails that do not reply and their chat bot sends messages into the void. The website is full of innacurate false information regarding their customer policies. They are infamous for not issuing refunds per contracts. However I am legally owed this money. I would greatly apreciate not being ignored. If you provide false information and /or are ignoring people, you are commiting fraud. I expect a response and my refund to be issued.

ATTENTION: Customer Care Service Representative,

[protected]@contact.edreams.com.

eDreams Travel Agency,

Dublin Ireland.

eDreams reviews & complaints

Sir,

Confirmed Booking Reference: [protected]

Please refer to the above confirmed Booking Reference [protected] which a copy of your email dated December 10, 2021, 5:58 PM containing details of my Booking; see a copy the email attached.

The Booking states as follows:

Dublin to Lisbon – TP 1323

Dec 17, 2021, 10:45 AM–1:30 PM

Take-off

Dec 17, 2021, 10:45 AM

Landing

Dec 17, 2021, 1:30 PM Passenger name Seat

Franco Jombo

Flight duration

2 hr, 45 min Confirmation number

[protected]

View in Travel

Booking confirmed

Fri, 17 Dec.

Dublin Toulouse

Confirmed

Sat, 18 Dec.

Toulouse Lagos

Confirmed

Tue, 18 Jan

Lagos Dublin

Confirmed

Departure 6 hours 15 min

Dublin to Toulouse

TAP Portugal TP 1323 Operated by Portugalia

Airline reference OHVGSK

10:45 Fri, 17 Dec Dublin (Ireland), Dublin (DUB), Terminal 1

Duration: 2 hours 45 min

13:30 Fri, 17 Dec. Lisbon (Portugal), Lisboa (LIS), Terminal 1

Aircraft type: E95 - Class: Economy

Connection: Change plane

Transfer duration: 1 hour 35 min. Check with airline for boarding time and gate.

TAP Portugal TP 498 Operated by Portugalia

Airline reference OHVGSK

15:05 Fri, 17 Dec Lisbon (Portugal), Lisboa (LIS), Terminal 1

Duration: 1 hour 55 min

18:00 Fri, 17 Dec. Toulouse (France), Blagnac (TLS)

Aircraft type: E90 - Class: Economy

Return 29 hours 55 min

Toulouse to Lagos

British Airways BA 373

Airline reference OIBBFK

11:30 Sat, 18 Dec. Toulouse (France), Blagnac (TLS)

Duration: 2 hours 00 min

12:30 Sat, 18 Dec. London (United Kingdom), Heathrow (LHR), Terminal 5

Aircraft type: 320 - Class: Economy

Connection: Change plane

Transfer duration: 21 hours 20 min. Check with airline for boarding time and gate.

British Airways BA 75

Airline reference OIBBFK

09:50 Sun, 19 Dec London (United Kingdom), Heathrow (LHR), Terminal 5

Duration: 6 hours 35 min

17:25 Sun, 19 Dec Lagos (Nigeria), Murtala Muhammed (LOS), Terminal I

Aircraft type: 777 - Class: Economy

Return 18 hours 35 min

Lagos to Dublin

Qatar Airways QR 1406

Airline reference OI9MGE

19:10 Tue, 18 Jan Lagos (Nigeria), Murtala Muhammed (LOS), Terminal I

Duration: 6 hours 35 min

03:45 Wed, 19 Jan Doha (Qatar), Doha (DOH)

Aircraft type: 788 - Class: Economy

Connection: Change plane

Transfer duration: 4 hours 10 min. Check with airline for boarding time and gate.

Qatar Airways QR 17

Airline reference OI9MGE

07:55 Wed, 19 Jan Doha (Qatar), Doha (DOH)

Duration: 7 hours 50 min

12:45 Wed, 19 Jan Dublin (Ireland), Dublin (DUB), Terminal 1

Aircraft type: 788 - Class: Economy

Remember, your return flight uses different airports.

All set to go?

I departed to Toulouse Blagnac with TAP Portugal flight number TP 1323 Operated by Portugalia. We transited shortly at Lisbon Airport (Portugal), Lisboa (LIS) and then continued to Toulouse Blagnac Airport, the Airport where we landed at 18.00. A copy of my TAP Air Portugal boarding pass is attached herewith.

I stayed at the Airport Toulouse Blagnac that night. In the 18th December 2021, I proceeded to the British Airways check-in desk to check in, but shockingly and disappointedly I was told that my name was not on the British Airways flight number BA 373 with Airline reference OIBBFK Toulouse to Lagos through London (United Kingdom), Heathrow (LHR). The check-in desk staff asked me to wait till the following day being 19th day December 2021 that my name would be on the flight.

On 19th December 2021, I again went to the check-in desk, still I was told that my name was still on the flight they were check-in passengers. The check-in desk staff asked me to call British Airways Customer care service representatives.

I called British Airways Customer care Service Representatives day and night from 19th December 2021 to 21st December 2021 but to no avail, no one was answering instead it was on the answering machine. I called British Airways Business Contract office and the person I spoke with said to me that British Airways Business Contract office could now resolve my problem because it is the British Airways Customer care Service Representatives that could resolve my problem but his office could only help me to buy a new ticket so that I could continue my trip to Lagos Nigeria since the British Airways flight number BA 373 that was supposed to take me to my final destination abandoned me at Toulouse Blagnac Airport. Then after my trip I should contact British Airways Customer care Service Representatives for a refund and claim. He went further to say that the cheapest flight ticket he could get for me was about £980.00 but I told him that I did not have such amount on me at Toulouse Blagnac Airport. He told me there was nothing more he could do to help me.

Thereafter, I started to search for a cheaper flight ticket from other Airliners. I got one for €530.00 but when I entered my Bank card details the payment was declined because I didn’t have sufficient money and I couldn’t pay with cash for a cheaper flight ticket I could afford.

I sent €550.00 to Dr Okezie Emuaga in Dublin through Western Union money Transfer. See Western Union receipt attached herewith. Before Dr Okezie Emuaga could pay in the €550.00 I transferred to him into my Permenant tsb Bank account it was 21st December 2021 when I could purchase a new flight ticket to continue my trip with Iberia Express Airways through Madrid Spain at €836.00. see email and receipt attached herewith.

When I got to Madrid Spain I couldn’t continue with my connection flight because my Covid test result has elapsed while, I was abandoned at Toulouse Blagnac Airport from 17th to 21st December 2021. The Iberia Express Airways check-in supervisor said to me that the only concession she could give me because I have been in Toulouse Blagnac Airport all this period of time for a no fault of mine was to change my flight from 10. 45am to 15.30pm to enable me get a new PRC test.

I got a new PRC Negative Test result at a time I could not fly with the 15.30 Iberia flight. See receipt for a new PRC test attached herewith. I finally bought a third flight ticket to Lagos with Lufthansa for €602.00 through Frankfurt Germany. See a copy of the Electronic Ticket attached herewith.

I have never had this kind of ugly experience since 2002 my family members have been using eDreams Travel Agency.

According to EU Regulation for refunds if the Airliner defaults to carry a passenger - EU Regulation 261/2004 I hereby make a claim of €20,000.00 being refunds for the flight tickets I bought, payment for UK Passengers Locator’s form, payment for a new PCR test and compensations for abandoning me at Toulouse Blagnac Airport for 5days and disrupting my trip schedule.

Copies of Boarding Passes and other relevant documents are hereby attached to buttress my claim.

Kindest Regards, Franco Jombo

CC: eDreams Headquarters,

Calle de Bailèn, 67, 69, 08009 OR Vacaciones eDreams

Moll de Barcelona,

s/n, World Trade Center

North 6th floor, 08039, Barcelona, Spain

British Airways Customer care Service Representative

British airways customer care 24x7

Hi!

My name is Larisa! I buyed a ticket in Ianuary, from eDreams. But, after that, On February 5, 2022, an unauthorized extraction was made from my bank card, and on February 7, the money was taken by the book eDreams company. This is an abuse! This money was extracted from my personal account without my permission. Please as carefully as possible to solve this situation and transfer the money to my account! It is illegal and the consequences will be inevitable.

I booked flights with E Dreams and later sought to exchange them as I believe should be allowed by their terms and conditions. The company is failing to abide by these T&Cs.

I bought flights from Berlin to London travelling on 3 Jan 2022. Due to covid I wished to reschedule the flights - I did not ask or expect a full refund but to be able to change the date for a later time. At this time, the airline, British Airways, were allowing the change of flights, free of charge, either by changing times, or by providing a voucher for future travel. I would have been happy with both of these options.

E Dreams state on their website that they will abide by the T&Cs of the airline. I tried over a number of weeks to change the date of the flights. This was almost impossible and felt like the company was deliberately trying to obsfuscate. E dreams would only offer new flights at the cost of £700 when I could have purchased those flights as a new booking for £100 myself.

This company feels like a scam and as a result, I have lost flights to the value of £400 that I could have been refunded had I booked with a reputable agent or directly through BA. I have reported the company to trading standards and am seeking a refund now for the value of the flights.

Morning, I have been chasing my refund for over 18 months now, Booking ref [protected]. I have been PROMISED my refund multiple times. I have made endless calls chasing this but get the same LIES every time. last 3 calls I was told I'd have refund in my account in 5-7 days! this still hasn't happened.

This is a refund for EasyJet flight U2 8660 Alicante to London Gatwick on the 22nd August 2020.

As you can imagine this has been unacceptable.

Regards

Mr Richard Niblock

Having made 2 bookings through eDreams in July 2021, the airline then cancelled my flights. I requested a refund in September 2021 and I am still waiting. eDreams automated service is appalling, they are blaming the airlines for taking up to 6 months to process refunds. It is impossible to contact eDreams. I have now contacted the airline directly, but still no refund!

I see that on the 22nd of January 2022 you took 54.99 euros from our account without making any booking, I have no reference number. Can you please return this money to our account. I have looked for a telephone number to call you with no avail. the best email address to contact us is [protected]@hotmil.com,

the address that you can look into the account is [protected]@yahoo.com,

Edreams trying to take money from my bank account so bank has frozen my account please contact me asap on 0090 [protected] Linda Goode

I booked a flight to the UK in December 2021 via Edreams. When the COVID red listing was instituted my flight was halted because of the pandemic red listing travel restrictions.

I have since contacted the EDreams team with no success and they have ignored my request to release my booking with Virgin Atlantic airways.

The airline advised that Edreams must unblock the ticket and release it.

The eDreams agent I got hold of in December never communicated back on rebooking the flight.

May I then get refunded or rebooked on a new travel date?

I received this information from customer service today.

We are sorry to hear you had an unsatisfactory experience with us and we regret any inconvenience this issue may have caused.

Your refund has been processed and credited on 12/02/2022. The refund is 533.48 NZD

Absolutely the worst Company I have ever dealt with!

NEVER use this website!

My booking reference number is [protected].

I booked tickets from Auckland - Brisbane

and Brisbane - Auckland.

The airline Air New Zealand cancelled the flights due to Covid.

Your company keeps telling me the airline has the money, but that is a lie because I have talked to them!

You Must pay my $1491.77 back so I can rebook for this year.

We bought our TAP tickets for Montreal to Lisbon with eDreams. The flight was canceled by TAP. We requested a refund from them (bad customer support) and they refused. I have tried to get a refund with eDreams. No luck. They customer support is non-existent. The "manage your booking" option is bogus. The "chat" bot (Kris) is useless. The "human" (?) agent is useless. You wait and wait online. They disconnect you after 40 minutes... you try again : another 30 minute wait. When you do get an agent... another 20 minute wait while he is supposedly checking your booking (it takes me less one minute.).

Very bad experience.

eDreams? NO. e-Nightmare!

I have emailed eDreams and used the chat/help line several times requesting them to send me an email with my flight booking reference on it. The payment went out to them on the 2nd October 2021. I still haven’t received the email. They only have automated services that don’t understand the request. I have just sent another complaint email to them that bounced back instantly with a link to their automated chat line service.