eDreams
Reviews and Complaints

on the 27/05/2018 i have payed for flight ticket which costed £236.63. however, the payment has been taken off my account twice, the payment has been taken off on the 29/05/2018 and on the 30/05/2018. I've been to the bank for a claim and I've been asked to complain to your company for a refund. i will like to complain about this mistake as i want my money back

Hi! Well I was booking some tickets for my sister and her family for a holidays in spain, so I booked one yesterday 28th of may 2018and then the next morning my boyfriend told me that it seems that my booking didnt went throught that they didnt took the money, and ive tried to book another flight with her with skyscanner and it keeps happening the same, and when I called earlier to edreams, 1. They took ages to answer the stupid phone, 2 the person of customer service didnt had a good english and 3 he was totally rude and totally had no patience!

Without a doubt, this is the worst tour operator, that I've ever had to deal with.
I made a booking at 12pm on Sunday 20th May 2018. The flight was due to leave Ibiza at 21:40 on the same night. Payment was taken and an email to confirm booking was received.
When we are at the airport, I checked my email to realise that confirmation was still processing, so decided to phone e Dreams.
They kept me on hold for 25 minutes, only to respond by stating that, as I wished to travel within 48 hours of the booking, this was not allowed.
Why then did then not stop the booking immediately, and why did they take my payment?
FOUR DAYS LATER, the payment has still not returned to the bank account, despite phone calls, where they made the agreement that the money would be returned after 72 hours.

There was suppose to be a refund over a month ago and all I get are excuses. I have called several times and im always asked to confirm my bank info and that i will get my money. First they said 2 weeks then 6 days and the last time they said 10 days. Im going to start looking for attorney, because just like me you have done this to many more people! I deserve to get my hard earned money back

My fault to start with, I admit, but I erroneously booked a ticket and paid for it and when I realized my mistake, I e-mailed eDreams, asking them to change the booking.

I didn't ask for a refund - just a change in ticket - and the ticket was booked 2 and a half months before the actual flight. They responded to my e-mail a month and a half later, telling me that there was nothing they could do.

What bad customer service to a) respond so late, b) make absolutely no attempt to accommodate me. If this was a last minute ticket I would understand that the alternative flight I requested could be fully booked but there was plenty of time for changes.

My experience with eDreams has been a total fail - from the fact that there are no local telephone numbers for my country on their web site to they abysmal response time to the fact that once they have your money, it's bye-bye baby!

I will NEVER, EVER use them again

Customer-Email: [protected]@gmail.com
Booking reference: [protected]
Last name: MYINT
First name: TIN AYE
Email: [protected]@gmail.com

On last April 10, 2018 I've booked a flight with a Booking reference of [protected] and you eDreams reply me that "We regret to inform you that your booking has not been confirmed after submitting your request to Icelandair.

No charges will be collected from Icelandair for this requested booking and any charge debited by eDreams will be refunded."

But till May 19, 2018 we got no response from eDreams customer service at all. I even tried to call Customer service at Singapore Office but they transfer my call to one person to other again and again and they even hang up the phone. You eDreams owe me S$ 1, 274.10 and i want to know how you customer service team can solve this problem for me as soon as possible.

Thanks and Best Regards,
Tin

Tin Aye Myint
Operation Manager
Western Holiday Travels & Tours
29 (2A) Aung Tha Byay Street, Sanchaung, Yangon.
95 (9) [protected], [protected], [protected], [protected]
Email: [protected]@gmail.com

My complaint is similar to others. eDreams charged my account which was declined by my credit card company and then quickly re-charged which was accepted. The next day I was notified that the booking was cancelled by the airlines. Which was interesting since the tickets are still available. I called and was told that a refund was issued and should go through in a couple hours but at least by 72 hours. That didn't happened. the charge still shows "pending" and my credit card co. says they cannot open a fraud charge against them until they either return the money or accept it and I can then show that I received nothing for my $500. Oh--and by the way, the [protected] number that they gave in their supposed responses to the person who filed the complaint is frozen/protected and cannot be called . So that too is bogus and evidence of a fraudulent claim made by them as a defense of being available to resolve the dispute. Which I'm guessing will be what happens with this. I hope you do not participate this time in that process.

My reference no.:[protected]
Hi, I am very disappointed about your company service.I bought the flight ticket from your website, the Guangzhou(China) to IKA(Tehran, Iran)Mahan airlines on 30th March, 2018 and IKA(Tehran, Iran) to Guangzhou (China) 23:30 on 7th April, 2018.
I went to the IKA about 4p.m. on April, 2018 and I cannot find any information about my flight. So I check your website, and the website flight itnernary still show that my flight is 23:30 on 7th April, 2018. So I wait in the airport for few hours until 7p.m., I still can't find the my flight information.And then I called your help centre, your staff told me that my flight was cancelled and re-schedule to 8th April, 2018.I was very shocked to hear that news.Because I don't receive any information about the flight is change until I cannot find the flight and call your staff.So I told your staff I cannot take the flight on 8th because I already bought the train ticket from Guangzhou to HongKong on 8th.I asked them to cancel the flight and refund.Or help us buy the other ticket back to Guangzhou or HongKong.And your staff transfer my phone to different departments, at the end the staff told me that he cannot help me to find the other flight.I am so angry, because I called the your company around a hour.They just transfer me to different departments and said cannot help me.
So I bought the other flight ticket back to HongKong cost me about 1000USD.I called your company help centre again when I back to HongKong on 8th April before the flight is departure.I told your staff that I want to cancel the flight and refund.As usual, your staff transfer my phone to different departments.At the end still no one can help me.
Yesterday, I called your help centre again, said that I want refund.And your staff told me because I didn't take the flight, so I am no show.Can't refund. I am so angry!And I told him, I was booked the flight on 7th April, not 8th. when my flight schedule changers, your company didn't notice me. And I called your help centre on 7th already said that I cannot take the flight on 8th.I needed cancel the flight and refund when I called the help centre again on 8th. I said I want cancel the flight and refund again and again.Still no one can help me.Because of your company mistake cause me can't take the flight and bought the other ticket.How can you said that I was no show, so cannot refund.And then the staff transfer my phone to other department again, finally the department staff hang up my phone.
I am very disappointed about your company service, especially the help centre service.I cannot find any help from your staff.
I want you to refund my ticket and give me some documents to prove that my flight was cancel.

Dear Sir/Madam,
Reference: booking number [protected] via Edreamer - and its failure to booking flight no. VN 652 from Singapore to Ho Chi Minh city, Vietnam.
I am writing to you in connection with the above flight which I was booked on May 2nd 2018.
The booking was supposed to enable air ticket from Vietnam to be issued before our departure. However, when we reached the check-in counter of the Vietnam Airlines at Changi Airport in Singapore, we were informed by the officers of the Vietnam Airlines that the tickets were not issued.
Under such circumstance, I called to Edream office(USA number) through overseas lines(in almost 30 minutes) and after being diverted into many operators, I was informed that the tickets were failed to be issued.
Under international and USA law, I opted to take a last minute rebooking at Changi Airport- Singapore at high rate.
Apparently, I am entitled to the sum of refund of USD 728 and compensation due to above incurred expenses namely:
1/ Overseas call in 30 minutes for roaming charge from Singapore to USA: (Vietnam Dong) VND 30.000/minute (quoted per attachment and the link from the operator Mobifone: http://mobifone.vn/wps/portal/public/dich-vu/quoc-te/quoc-te-list/cvqt-thong-thuong/!ut/p/a1/hY9dT4MwFIZ_TS-7HtgH07squjBGNjeJwI0pWGgjtqwr-PctJjNm8eNcnK88ec95SUEyUig2yIZZqRVrx7lYPG92G99bzfwY4sQDSmM_DIH6h51H1v8BGcl9k9wmDSk6ZgWWqtYkq4ajxVZo1bjcu0KeSHEhtU59JzVL0_RxP_WC-SWwjdMAaHS_jB6ubrxtFPwNrMIzAL8EhdFO0-ry03lOVTldur8Nr7nhZtIbtxbWdtcIELzpUtZa8cmgELx3JwSdNpa1rvZlKysEL7ISeOgRHHtdYcu_GlwJia3kFoFzz3HJND7LYcOwGjHVaCZ_ekPokyXZt_Okey3Kxf6uTuw8_wDFJXc6/dl5/d5/L0lDUmlTUSEhL3dHa0FKRnNBLzRKVXBDQSEhL2Vu/
Vienam Dong (VND) 30.000 x 30 = VND 900.000
Or equivalent (forex USD/VND: 22.740): USD 39.57 (1)
2/ Charge for buying tickets at Vietnam Airlines JSC at Changi Airport terminal 4
(Please see attached the official receipt):
Singapore Dollar SGD 920
Or equivalent(forex USD/SGD: 1.337): USD 688.85 (2)
Total amount of compensation claimed on you: (1) + (2) = USD 728
In case you already wired refund to me USD 492.52, then please offset it with the above claimed amount and wire us the remaining to the same account.
I look forward to receiving the compensation within the next 14 days.

Yours faithfully,
Tran Vu Khanh

I booked a pair of flights from zante to London. I realised when payment for accommodation was being rejected that they charged me the same price twice(180 euro each time), edreams and edreamsEUR were coming up in my bank history. I rang customer service who suggested it was my fault for doing it twice but that the money was on the way back and would take 72 hours. 72+ hours later no sign, and still unable to afford accommodation which the price of which increasing. I rang customer service again (very expensive service) who said that they only took one payment and to go to the bank.Not to mention the service charge for doing something that would be free on easy jet's own page.

Customer-Email: [protected]@gmail.com

Booking reference: mfecta
Last name: Van Dyck
First name: Marianne
Please select your question: request
Service booked: flight
Subject: others
Your question: We do not agree with the amount for our Bru Alc Bru flights on May 7 - June 13. We received an amount of Vueling for the same stretches on the same dates of € 371, 96, you quoted and will deduct from our account an amount of
€ 428.93 We ask you to refund us the difference on our account, with immediate effect. we can provide you with an invoice of Vueling if necessary.
Ganzinga Van Dyck Willem and Marianne
Email: [protected]@gmail.com

I booked three flights on eDreams. Although my surname is correct on my reservation (my reservation number is [protected]) and confirmation letters that I received, there is a letter missing in my ticket. I noticed it when I tried to make a reservation on the airline to carry my pet with me. Regarding this issue, I called customer service many times and although they accepted that it was all their fault they told me that it could not be corrected. I am asking them to correct their mistake or to give me a full refund so that I can buy a new ticket.

On October 25, 2017, my son and I were flying from Arequipa, Peru to Lima, Peru. And then onward from Lima to Mexico City, then to San Francisco. When we scheduled the trip we were only given a 1 hour 47 minute layover in Lima, which was decreased to 1 hour and 17 minutes, when Peruvian Air changed their flight time from 2100 to 2130. Our flight was further delayed causing us to miss our flight from Lima to Mexico City. We were then made to pay out of pocket for our onward flights from Lima to Mexico City, Mexico City to San Francisco. I am asking to be reimbursed $1520.44. This would not have happened had we been given a longer layover. Rules state that there should be at least a 2-3 hour layover between international flights at a minimum. Thank you, Stacy Beilman

eDreams booking ref: VEOWLP
IB3857 on 13th April 2018
I booked with eDreams and flew to Lanzarote with no trouble at all. On the way back, I was stood at the check in desk when they told me that my flight had been cancelled by eDreams. I called eDreams with 45 minutes to spare and they kept putting me on hold so I missed the flight - there were no seats available as mine had been cancelled.
They managed to find us a fight on Saturday 14th with Aer Lingus via Dublin and I agreed to book this.
eDreams firstly told me that I didn't pay for the flights and they were all cancelled, until I said that we had flown in OK. They then said it was only the return that had been cancelled, until I told them that I was receiving updates until 14th December, then they changed their minds.
On they way back to Playa Blanca we were in a near miss car accident. I tried to check in online to Aer Lingus and found they had booked my 6 year old onto the flight as an adult and her booking was invalid. I spent over 2 hours trying to speak to somebody about my booking - they couldn't find the new booking on their system. At 1am on 14th April they finally admitted they had made a mistake but they couldn't get hold of Aer Lingus to resolve the problem and said everything would be ok.
I heard nothing else, so had to call the airline on the way to the airport. They sorted it out fine, we checked in and got on the flight. I returned to Heathrow but my luggage hasn't.
I have had a terrible few days and my holiday has been ruined. I have extra exenses that eDreams are not willing to pay. They don't reply to emails or answer the phone.

If I could give negative stars I would. We booked a flight back in november last year from tokyo to slc with a 3 hour layover in lax. We get to la to find that we have express passes because our flight is moved up (they don't tell us the new time). But we have to get our luggage and get through customs before we can re check our bags again. It takes 25 minutes to do so and we're told at the bag check that the flight has left. It was scheduled to leave 20 minutes after our last flight had landed! We talk to information and they tell us the flight time was changed months earlier. Edreams never notified us of the change so we could make other arrangements and gave us an impossible layover. The airline (alaska) was very nice and made arrangements for us but the soonest we can leave is in 14 hours and we go to portland before slc. They gave us premium seats but it's not even their fault this happened. It is edreams fault and we have called them and they are doing absolutely nothing - not even an apology and have taken our money and have hung us out to dry! We will never use them again and will notify everyone to never use them. Screw this scummy company!

From:
Russell and Barbara Coburn. Australia
We made a booking by teelphone to eDreams on 1 April 2018. The booking/s were fro a flight on 17 June 2018 from Palermo to Athens via Rome. Departing on 1335 from Palermo arrive Athens 1835pm.
The booking reference number is [protected].

We contacted eDreams on 8 and 9 April, to request a change of flight dates from 17 June to 15 June 2018.
We had paid the eDreams Premium Service fee for these flights as we were advised by the representative that we could change or cancel the booking/s as stated on our confirmed email "changes and cancellations free of charge and as many times as the fare allows (excluding providers fees according to fare conditions)"

No explanation was given by the representative as to the condition of the airline, Alitalia. We accepted the representatives advice and paid the Premium charge, as coming from Australia we could have schedule problems.

We contacted Alitalia and they advised us there were no problems with the change of dates as it would be the same flight no.

On all occasions ringing eDreams we were told we could not change the date of departure because of the airline. Alitalia advised us that there is no problem. We were never advised of any airline condition of Alitalia that the change could not be made.
We would not have taken the Premium Service charge or made the booking if were were advised correctly. There would be no sense to doing this in case we needed to make a change.

We find that the advice given was not correct or not given at all by the representative who was extremely helpful with these bookings.

We were recommended to use eDreams when in Europe but find what has happened to not be so, as it has caused a problem which we would not have had if the conditions were properly spellt out or explained by the representative as he would have been aware of the Airlines conditions, if any.

We would appreciate if this matter could be resolved sensibly and quickly as we need to arrange flights. Alitalia has assured us there are available seats and there would be no problem if contacted by eDreams.

Your quick reply would be appreciated

Yours Sincerely

R and B Coburn

Hello,

I've been a victim to a car rental scam with Premium in Romania. I had made a reservation of a Dacia Duster 4x4 via eDreams. Upon arrival I was given a brand new Opel vehicle. They also requested to block 900 EUR on my credit card for possible damages. Since I suspected that there might be issues, I requested to change the car. However, they had informed me that this was the only available car and that I could cancel the reservation instead. I had been with a family and with bags and already away from the airport so I decided to take the car and take good care of it.
I had guarded the car throughout the rental week with my life. I did not even park close to other vehicles so that nobody opens a door next to the car and scratch it. I did not cause ANY damage to that car.
Upon my return an agent has reviewed the car and had shown me 3 very minor scratches. If you had given me the opportunity to search the car and find these scratches I would not found them. They were so minor that it wasn't even possible to take a picture because the camera resolution was insufficient to capture them.
I refused to pay for these minor scratches which had probably been there to start with or maybe caused by regular and totally resolvable wear and tear when driving a vehicle, because there was contact with anything that could have cause them during my use of the car.
They had charged the blocked 900 EUR . I refused to authorize and sign the charge and they told me that if I don't sign, they will not give me a ride to the airport with the Shuttle. So I did not sign and we have taken a taxi to the airport.
I refuse to pay this fine of 900 EUR and I kindly request that you intervene and make them remove this unjust charge.

Thank you in advance for your help.

Dear Sir
i booked a flight with edreams through sky scanner
i have cancellation insurance - premium
i cancelled my trip and i tired to call you.
let me know your email in order to connect with you in order to refund my payment

knowing that customer service who cancel my flight told me that you have to contact insurance of cancellation in order to refund your payment

Reference No of flight [[protected]]

My phone No [protected]
Email : mohamed.[protected]@graphicaroma.com

waiting your feedback

Hi,

Date of incident:
2nd of April

Incident:
For our return flight on the booking Opodo 3450252507 you never confirmed the return flight. This led to us being stranded in Berlin and having to purchase new tickets to get home.

Resolution of complaint:
Refund of purchased return flight
Refund of the replacing return tickets
Refund of loss of income

Hi, I have just booked my ticket from Singapore to Thailand Bangkok departing on 19 April 2018 (Thai Lion Air) and flying back on the 21 April 2018 (Jetstar). The total amount stated is $336.90. However when I check my account, it was deducted $484.99. There is an additional charge of $148.09. Do advise. Thank you. Email address: [protected]@gmail.com. Booking reference number: [protected]. Name: Ng Shu Yan.