eDreams
Reviews and Complaints

We booked a return flight to Rhodes from Brussels to Rhodes in October 2016 with Edreams. The return flight was cancelled and we contacted Edreams to resolve the problem. We were told to book another flight on our own and we would be reimbursed for the return flight that was cancelled from Rhodes to Brussels.
A reimbursement to my credit card was never made. After eight months of emailing Edreams, they insisted that a credit card reimbursement was made on 19 July 2018. I contacted my bank credit card department and asked if a credit was made to my credit card for 438 Euros for July 2017. They confirmed that NO credit was made to my credit card for this amount or that any credit as recorded for my credit card for 2017.
The bank followed up with an email to Edreams stating their findings.
Still to this date, Edreams insists that a credit was made to my credit card.

I bought a return flight from Kuala Lumpur to Bali from eDreams for £314.33 for 2 people. They only took £117.23 out at first (6th March), as we had only been sent the confirmation of one e-ticket. I did not receive the e-ticket for the other flight, tried to contact eDreams via facebook, phone, email, to no success. I finally found out to look at my booking on their website, to which it said it was not confirmed (the email was badly worded and made no sense). They told me the flight I wanted was not available, and offered me to buy another suggested flight, however this one was much later and would mean missing connecting flight already booked. I turned down this offer, happy with the single e-ticket, and told them as such. They then proceeded to take out the rest of the £314.33 (£197.42) on the 22nd March, after I had booked that missing flight from another company. I phoned them, to which they hung up on me mid sentence. I demand a refund of the second payment, as I have not been given any goods.

With booking my flight with eDreams I purchased Travel Insurance:

Cancellation + Assistance insurance - booking reference: [protected]
(booking confirmation dated March 8)
Destination: Zagreb
Departure date: 04-06-2018
Return date: 24-08-2018

I asked for the cancellation and a refund of my Travel Insurance a few day latter the customer service of eDreams, which diverted me to the Travel insurance company. The Europ assist informed me later, that the charge for the Travel insurance was made by the travel agency or airline. I got also reply from Condor, with which I'm flying, which also said that it is the traveling agency who is responsible for cancellation and refund. I have all the correspondence on my gmail account.

I asked for cancellation and refund within 14 day after the purchase (I took me all 14 days to get a few answers, but no resolution yet), which was March 8 and I insist on completing the Travel insurance policy cancellation and the refund made as soon as possible!

Irena Jager Agius

its nearly a month i am still waiting on my refund, they transfer me department to department, every time i call they says sorry we cant see you bank transfer details on our system, passed 3 weeks i called 20 times approx, they send a standard email that; " you refund has been processed"
Tried responding several times to the email you send stating to respond but get a notification saying its a no reply email address. I contact several times providing my details! i only advised by their customer advisors that they are escalating my case to supervisor or their financial department, they never contacted me. there is no management who take responsibility, i feel so regret i used edream to book my air ticket.

My domestic flight times (2/3/18) were changed and I called numerous times to obtain new flight options and eventually they were made and confirmed by eDreams. I called a few days before to confirm everything was good to fly with the new changes and I was told, "yes".

The day before I flew (28/3/18) I tried to check in online and none of the e-ticket/ booking ref or flight details allowed me to check in. It said it didn't find my booking. I called eDreams and they told me that my tickets are booked and all is showing on the system and the domestic airline website must be having a problem and I just need to go to the check in counter and check in by providing the E-ticket number.

I tried to check in at the airport and I was told" my ticket was changed but not issued". Meaning I had no ticket to fly. I tried to call eDreams with no answer. I had the same issue with my return flight. I again tried to call eDreams with no answer. These calls cost me international rates which I shouldn't have to make if eDreams issued my ticket. I had to sort this out myself.
eDreams I am expecting a reply and compensation for this aw-deal that caused me stress, anxiety and pure disappointment. Booking ref: MJ7Q9Z, E-Ticket [protected]

Yesterday I tried to order 2 flights. Ref nr. [protected] and [protected]
It was impossible to charge from my account yesterday, but now it should be possible. I tried to call you 4 times! entered ref. number, but it did not work. I can neither cancel the flights nor book them again, because my family already figure in the list of passenger. Please, do something - either cancel or proceed with payment, but don't leave me in uncertainty. I still want to buy these ticket and my account should work properly now. I expect some information from you.

I am finding it impossible to make progress on my refund due to flight cancellation by the airline. I am restricted to flying on that particular day therefore an alternative is not possible.
I have spoken to a number of agents who informed me that the refund was escalated but as yet, I have received no confirmation of this. The airline themselves have already refunded the baggage payment so I cant see why there is a problem or delay.
Can a representative contact me as soon as possible to resolve this issue.

Thank You
Steven

On the 16th November 2017 I booked return tickets to Oslo from London with Norwegian Air. On the email from eDreams it said the Departure was confirmed but the return was still being processed. However the full cost was debited from my Visa account on 16/11 for £269.36.

On 20/11 I received a mail saying that if I hadn't had confirmation I would need to contact customer services. They provided a phone number
- United Kingdom: 0800 026 5815 (Monday to Friday: 8:00h to 20:00h (GMT). However when I tried this number it said as it wasn't an emergency and I had to contact Customer Service via the App. So I contacted them via the App. A mail was sent to me on 20/11 saying they hadn't been able to secure the return flight so to contact them. Unfortunately, this went into my junk mail so I didn't see the mail.

I contacted them again at the end of January and asked them the situation and also to update the app with what was booked.

The app was updated and said (and still says) that the Departure and return are both confirmed. However I checked with Norwegian Air on 12/2 and they said the return had not been booked by edreams.

On 12/2 I received a letter from eDreams saying that the return flight could not be confirmed. They said I could request them to find another flight or ask for a refund. As I had lost total confidence with eDreams I said I would like a refund for the return flight. But not to cancel my flight from London to Oslo.

At this point I felt I should book a return flight with Norwegian Air direct which I have and paid £164.40 for two return flights.

So I have been waiting since 12/2 for a refund for the return flight and have still not had a reply.

I expected to have a reply for my query sent to you early this morning.
I have booked a flight with you for 3 persons, from malta to amsterdam for the 20th april, confirmation number [protected]. I didnt know that I had to add the luggages, could you please let me know how I would go about to add our luggages?

Thanks

Carmen borg

Hope to hear from you soon.

Did booking online on Thursday night 1st March 10:41 pm local time - email from edreams - - "booking in the process"
Friday - email from edreams 7:13 pm local time - "Review your trip. Your review is important to us"
Saturday - email from edreams at night 10:41 pm local time - "we could not complete your booking request. Please try to book again - booking cancelled"
I am flying after 3 days and I am reading this cancellation email right now which is Sunday morning.
Edreams - We don't live in an isolated world where companies like yourself can, time and again, create such issues for different people and think that - "this is just one customer...we can make some money and in a short while get over with his/her complaints".
In the meanwhile, I called your customer care. Abhishek assisted me over the phone. He said we could not withdraw the funds and that my supervisor is busy and shall call you in 2 hours time. I made myself clear to him that 1) our business cards don't get declined like that but still giving you the benefit of doubt I would check again and 2) Don't think we customers/consumers are foolish.
I checked my card - all good.
Abhishek insisted that e dreams emailed me on Thursday 1st March at around 7ish in the evening updating me about my card issues. Mate, I booked my tickets at around 10:30 pm on this day so how come you emailed me before I thought of getting my bookings done through your website.

Well, Now what ?
I am travelling for my work and it is dead important for me.

Since I did not get through this booking at the same cost that I had initially booked, I am taking this up to a legal forum
( which is even this one ) and my cancellation provides me with the cause of action.

Also, humbly putting it out to you that after reading all these messages I think there should be a big class action on this company if it keeps giving such financial and mental stress to innocent customers. (I think there are enough people to support this class action).

There is no place for fraud in our society not as long as law prevails.

The supervisor never called me. I called the customer care no again and the guy in India transferred my call to Barcelona and the guy in Barcelona named Ricardo said there is no superior in my office. I cant do the booking for you at that price $370 and you would have to pay almost $200 more (somewhere near $540)
So This is edreams ethics - No compensation to aggrieved customers.
Keep on cheating this society.
Ricardo said I don't know your Australian law. SO the Question is - Mr Ricardo representing edreams - what gives you a right to run your website for Australian flights ... tell me. Is this how you do your cross-national business? You cheat people.

I think this forum must do something about it. Kindly assist. I will be waiting for your email.
Thanks

Dear Customer care

Please see the attached documents for ready reference.
I had originally booked business class travel for all components of my journey. You advised to contact you immediately which I did. You then have booked economy flights for the domestic sectors.
May I respectfully request you to kindly refund me the extra charges that I have originally paid.
Kindly let me know whom can I forward my complaint if I do not get a satisfactory response. Needless to say that this change has caused immense difficulty in my travel including lack of lounge facility while waiting 5 hours for connecting flight.

looking forward to a considerate response
kind regards
sahadev swain

I made booking dated 25th Feb 18 for 2 return tickets from KUL-JFK from depart on 27th Dec and return 4th Jan 2019. Edreams email me that Flight from KUL-Shanghai has been cancelled and asking me to find other flights. No option given in the email and I unable to communicate via email. I call the help desk in New York for 15 mins international call and 4 agents passing the lines without resolution and ended the call. Please help how can eDreams assist me into this cancellation? Booking ref ID : [protected]. Do provide email address for better communication as the help desk doesnt help much. If i were to cancel the whole ticket, how much refund will be credited back to my account.
Please care to response. Tq

Hello,

I made a booking for January 28, 2018 from Siem Reap, Cambodia to Hong Kong on Cambodia Angkor Air via eDreams. [Booking reference: [protected]] The ticket was advertised as First Class. When we received our confirmation email, it confirmed that it was 'Class - First' and under 'Bags' is listed Departure: 1 next to both mine and my husband's name. This was a one way flight so we figured this was the included bags.

During the booking process, there was no mention or warning that we were only paying for a seat and that luggage would not be included. The website did not even offer to sell us additional luggage. There was no mention of needing to purchase luggage on the email either.

I have booked through eDreams before and when the base fare did not include luggage, this was clearly stated throughout the booking process and on the confirmation email. There was also Departure: 0 under Bags on that booking, which of course led me to believe that my booking to Hong Kong included bags.

On January 28th when we were checking in for our flight, we were told 2 things that surprised us:
1. We had to pay for our bags because they were not included in the ticket - the fee was $5 per kilo! We ended up having to pay $150 in luggage.
2. There was no First Class on this flight. Our tickets were Economy. I was livid - the website claimed to be selling me a First Class ticket and come to find out it was Economy the whole time! That is a complete scam!

I am very upset with the way this process went about and request a refund for the $150 in baggage fees and also a complete refund of the tickets themselves as this is a bait and switch scam that is unacceptable in the travel community. You cannot sell something as one thing and then change it later on when I have already paid up front.

Hi! I booked a flight with a reference no.[protected] singapore to davao on feb 18, 2018 but still I haven't recieved any confirmation or any ticket from you and it shows on your site within 24 hours after payment have been done you will send me an email but untill now no update or whatsoever..i kept on calling your hotline but its all automated which doesn't help.i check on your site and really theres no update i check the PNR that you send with the airline and it says "no flight found"so how?

Hi there,

I booked a flight with Edreams

I logged on to check my flight booking and select a seat when I saw that my booking had been cancelled. I was extremely upset and disappointed to say the least. I called up to ask why and I was told that my card had been refunded and my booking was cancelled due to the airline. Your customer representative said nothing more could be done, as the money was back in my account. I never got an email notification about this change and I would've turned up at the airport with no flight! I had to book a flight a week out costing me £380 pounds more. Thanks, Sarah Chambers

Dear sir / madam;

We used your online services to buy round trip airline ticket from Phoenix, USA to Sarajevo Bosnia and Herzegovina. At the top of that we called you several days ago to make sure that the wheel chair is arranged since the passenger is PWD (Person with disability) or in other words invalid person who is barely able to walk.
Everything was great until yesterday when we received promo e-mail from Turkish airlines with the same route. One detail at the promo e-mail provoked our attention. There was one sentence which was clearly highlighted that says that the transfer between Newark Int and New York John F Kennedy airports has to be organized by the passenger.

Having this in mind we contacted your your agents in USA yesterday to confirm that we will not face such issue. We explained that the passenger is PWD (which is clearly communicated earlier during the booking process) and that we already confirmed wheel chair to this person We also mentioned that when we bought the ticket there was no warning mentioned that the passenger needs to travel from airport to airport on his own which is in this specific case real problem and very unpleasant experience and we politely asked you to find a solution. However, after two conversations with your customer representatives we were not able to find solution which is acceptable for both parties. They were asking us to contact airline company, than insurance company etc, and they did not offer any solution that would be suitable for this case.

During the converstation, all you offered was call this or that, and that we need to find the solution for this travel. At the top of that your representatives said there is no alternative for the flight becasue United Airlines has no other connection. When we checked this info we found out this is not true and at there is at least one flight which is Phoenix-LA-Istanbul and then ofcourse Sarajevo. The price for this flight is the same as for the one which we booked earlier.

I also need to add that we paid eDreams a standard service rate and it stands there: changes and cancellation are free of charge as many times as fare allows it. There was not any warning that the flight is not refundable

If we are forced we will buy the transportation from airport to airport. But I want to remind you that this is your problem. You did not warn your customers about this problem. We did buy this service from you and not from airline company. We did not sign the contract with any insurance company directly but from you. At the top of that, I need to say that we did call insurance company and they were not even aware about any insurance policy agreed between eDreams and themselves.

I also want to remind you this is not in compliance with the applicable laws. Eg. DIRECTIVE OF THE EUROPEAN PARLIAMENT AND OF THE COUNCIL sais:
Regulations establish ten basic core passenger rights:
(1) non-discrimination in access to transport;
(2) assistance at no additional cost for persons with disabilities or reduced mobility;
(3) information before purchase and at the various stages of travel, notably in case of transport disruption;
(4) right to renounce travelling when the trip is not carried out as planned by the carrier;
(5) fulfilment of the transport contract in the event of transport disruption;
(6) assistance in situations of long delay at departure or at connecting points;
(7) financial compensation under certain circumstances;
(8) carrier liability towards passengers and their baggage;
(9) an effective system of complaint handling; and
(10) full application and effective enforcement of EU law.

As an example:
· We were informed that changes and cancellation are free of charge as many times as fare allows it, and only now you say that the ticket is not refundable and we cannot cancel it;
· you did not gave us clear warning about the problem with the transport from airport to airport;
· you charged us with the insurance which is not aware about any contract between your and insurance company, and at the end
· you are forcing us to find solution on our own.

We are kindly ask you to propose a solution for this problem which will be acceptable for both parties. Since there was not any warning and no additional costs or problems were mentioned when we bought the ticket we do not expect any additinoal cost. If we do not find such a solution, we will probably have to solve it on our own. However, in that case we will seek for law protection, meaning we will file a compliant with US Department of transportation and probably with the EU regulator.

I am expecting you will meet high business standards and will provide the solution which is acceptable not only for you but also for us, and which will save us additional troubles.

Best regards,
Nejra

Hello
I make booking no. [protected] flight 2 from dubai to jeddah in 6 feb 2018 but unfortinatly the airlines told me this flight for pilgrims only and i am not allowed. Edreams did not told me befor i make the booking and when i told them my story they told you should bay penalty and cancelation fees i told them this is not my mistake but they did not accept now i want edreams to change the flight to another on or return my full payment

I have submitted a formal complaint to edreams ref [protected] [[protected]-[protected] but other than say they are investigating, they have ignored me since last October. I have posted my complaint on FB and 'Liam' in customer service replies looking for more details - which I have provided time and time again. Guess what ? Still nothing ! I dont think Liam actually exists - certainly edreams customer service do not - they re a joke

The eDreams service is of the worst I have ever experienced, and I'm talking as a frequent traveller. I booked a trip more than a week ago, never got a confirmation. I sent various requests without any reply. I called their hotline a week ago, they told me the ticket was about to get issued - and had to pay for staying 20 min on a chargeable hotline. Now, 15 hours before departure and still without a confirmation I called the hotline again, paid again for another 20 minutes of lousy service, only the get to know that my ticket can't be issued!

The eDreams service sucks big time, I will never book again eDreams, and make sure the people get to know how they treat their clients.

Thanks for the dream experience!