eDreams
Reviews and Complaints

issue ref : [protected]-[protected]
My story starts on Oct 28 2017
On Saturday Oct 28 at 12.30pm, I try to book a ticket from BRU to BKK.
After final details filled in, I come unto payment page. I fill everything in, and system tells me to wait, and please do not renew.
I wait, and after a few minutes, I get a notice that says "something went wrong, please try again with other dates"
So I rebook a ticket immediately after.
Then 5 to 10 minutes later, I get 2 emails, that I booked 2 tickets.
I call e-dreams immediately, and the call center agent says no problem whatsoever. I just need to contact the airline to cancel the ticket. In this case Qatar Airways. I find it strange, since I booked thru edreams, and due to a system failure on their side, I would presume they would do the necessary. But I call Qatar, and tell them what happened. they cancel the first ticket, and tell me I need to contact edreams for the refund, since it was booked thru edreams.
I call edreams back, and they tell me I need to wait 24 to 48 hrs before they can issue a refund. I call them back 2 days later, same reply, I need to wait. I call them back 2 days later, again same reply.
I lose my temper, and I want the issue resolved on the spot, as their system made a mistake. After an more than an hour on the phone, the floormanager at the call center tells me, they will issue a refund, but deduct 300USD, that is the airline policy for this ticket booking class.
I told them over and over that its due to their system failure that I have 2 tickets, so I can not be reponsible, and they should issue full refund.
Now we are 3 weeks later, now edreams claims they will not issue a refund whatsoever because I cannot prove that ticket was canceled at Qatar.
I have called Qatar numerous times, and they confirm that ticket was canceled on Oct 28. But they can not send me any confirmation of this, because it was booked thru edreams. And edreams needs to contact Qatar for this info.
3 weeks after, and myself 700€ lighter, edreams is cheating people, by pretending nothing went wrong, and I need to provide them with info, that only they can obtain from the airline.
I would advise all people booking thru edreams, write down all the names, dates× of the people you ever talked to at edreams, take screenshots in case a problem might arise.
Because edreams is not willing whatsoever to resolve any issue whatsoever.

eDreams claims that if I wanted a VAT invoice from them there was an option I'd needed to tick during the original purchase.

I didn't do it on the moment of purchase because didn't allow me to note the fiscal number so I left this idea to a later moment - after trip.

Here comes the funny part, they tell me to contact the two airlines involved on my trip... and the airlines tell me to contact eDreams.

eDreams just provides an invoice related to a partial cost, related to their services representation let's say.

To those looking to have an invoice for your trip to make proof to your company, I suggest you to avoid this company since their protocol about delivering a complete invoice it's very uncommon.

One of eDreams replies goes like this:

"(...)
We want to inform you that in case of your reservation only our Service Fee invoice can be provided.
Please find it in attached files.
Unfortunately we can not issue an invoice of your flights as you have not requested it at the moment of purchase.
It can not be created later.
We have sent you a receipt from our reservation system for your flight with Aigle Azur with amount of 77GBP
To get an invoice for Low Cost flight please contact the Transavia France
Kind regards "

This is the first company I came across giving me hard time getting an invoice. I don't recommend to buy from them if you are looking to have a proper invoice to deliver to your company.

Hello,

We booked a return flight trough eDreams from Venice to Punta Cana (1 stop in Barcelona) and vice versa. The flight to Punta Cana was OK but the problem started in the return flight from Punta Cana to Barcelona. Enclosed you have the flight ticket that we bought trough eDreams. On the flight ticket it clearly says the flight from Punta Cana is on saturday 11 of november on 22:20pm - on every ticket that we ever received it always says time in the local time so this is also the local time in Punta Cana. We got a message from eDreams that the time of our flight changed - new time said 4:30pm and provided us a link for more information. When you clicked the link it just said that the flight is delayed 13 minutes, but leaving at 4:30pm?! We received the message 4:20pm (10 minutes before departure?!) - enclosed you have the message where you can clearly see at what time we received the message. As you understand our confusion we imediately checked on the internet the flight number and saw that the plane was already in the air?! This is NOT acceptable in any way! We went to the airport hoping that we would find some other flight but no other flight was possible or available. I tried calling the help number eDreams provided but there was no response at the time! There was no wifi reception at the airport so we returned to the hotel hoping we would find a flight for the next day and hopefuly a free room that we can stay in over night. Enclosed you have the extra cost for the cheapest room we payed staying one extra night (not mentioning the extra cost for the taxi to take us to the airport and back - one way cost us 50$ ! (you can also check that via hotel Hard Rock that we are currenly in). We also saw on the Punta Cana international airport website there was no flight to Barcelona that day but it was when you check the flight number on Google.

Once in the room at the hotel we reserved a new ticket through eDreams from Punta Cana to Venice (1 stop in Dusseldorf) - the ticket is also enclosed in the attachement. We have to call our parents to transfer us enough money for the flight ticket! Today will cost us again extra money for the transfer to the Punta Cana airport. Please understand that this is not an acceptable situation and that we demand a refund of the flight, hotel and extra transfer that we have!

We expect a fast respond from you as this is cleraly a very frustrating situation for us!

BR, Nejc Odlazek and Tara Milikić

Enclosed attachements:
1. The first return ticket we bought (Venice-Barcelona-Punta Cana) - for both of us
2. The screen-shot from the message you send us at 4:20pm
3. The extra cost of the one night in the hotel that we already stayed in
4. The new extra one way ticket back (Punta Cana-Dusseldorf-Venice) - for both of us

I sent the attachements on your eDreams official facebook page!

I had booked my flights for a wedding for my husband and I from San Francisco to Puerto Vallarta through eDreams. The original flight was supposed to have a 1.5 hour layover in Mexico City but the 9am flight was cancelled and we were then put on a much later flight that day, leaving us at the airport for almost 9 hours. We going to Mexico for a wedding that I am in so timing is very important. I called eDreams (took 30 minutes to reach a live person) to see what my options were and I spoke with a man he didn't speak great english and did not explain to me my options. He said I had to call the airline directly. During this call he also asked me if they should re-issue my ticket. They didn't tell me that this meant I was giving up my refund which we were entitled since the flight was cancelled and instead told me to contact Aeromexico. I said yes the the re-issue because I thought my flight would be cancelled if I didn't confirm and at that point I didn't really have any options. I called Aeromexico and they told me that eDreams was responsible for getting me on a different flight, not the airline. I called eDreams (25 minute hold time before I spoke with a live person) post airline call and they said, "yes you get a refund, but actually you don't because you agreed to the re-issue." I said that I was tricked into a agreeing to the re-issue and I didn't even know that a refund was an option because I was told I had to work with the airline. I asked to speak with a manager and they hung up on me completely. I had to then re-call, after 15 minutes of wait time I spoke with a nice woman who agreed to get a manager involved to help me. In the meantime, I had to book ANOTHER flight via Southwest which left a day earlier because I didn't want to not have any other flight options in waiting on my potential eDreams refund. I received a FB message after I also complained via Social Media and they too said because I agreed to the re-issue, I do not get my refund. Again, they do not explain what re-issue means and I truly believe they do this so that the customer is basically screwed and forced into keeping a terrible flight option of having to pay for an additional flight to the same destination. I have never in my life dealt with such unprofessional and abysmal customer service. I have already contacted my CC company to say that the charges are unauthorized because they are. In total, I was late to work because I was on and off the phone for over 2 hours and am now out $500 since due to the flight cancellation and double booking. They gave me a $100 credit but it really cancels out to $0 since they charge you for cancelling your bookings! I don't want my husband and I to technically have two flights to the same place on two different days.

Hi there! My name is Cocirlea Luiza with the email [protected]@gmail.com. I cooperated with edreams for a while but i decided to stop it! I was happy with them but i prefer to take exactly from the source the tickets! On 17 october 2017 the agency took me 35 euro from my account without telling me! I dont have any month subscription with them or something like this! I am really angry about this situation and i don't want that next month this can happen again! For other details i respond to the email wrote above! Thank you!

Hi,

I have tried to unsubscribe from eDreams newsletter at least three times. It is simply not possible.

Could you unsubscribe me, and also allow other customers to unsubscribe? This is truly dishonest behavior, as the issue had been raised before on this complaints board, and not resolved.

I can provide me e-mail adres upon request, as I prefer not to give it here.

This morning I booked a number of flights on one itinerary via the Edreams website ([protected]). Everything was fine until I received my confirmation email and saw that the first flight (Bahrain to Amman via Dubai) was listed with a completely different departure time. The Bahrain to Dubai flight was almost an hour and a half later departing which meant that I only had 35 minutes for me and my baggage to make my connecting flight which is clearly impossible.

I checked the FlyDubai website and sure enough, the correct departure time is actually 0400, not 0235 as listed on the Edreams website.

I am now unable to take that flight as I will surely miss the connection. I immediately tried several times to contact Edreams customer service centre via phone and the connection was bad and kept disconnecting. Every time I had to call back and it was costing me a fortune but I was getting nowhere. I have been trying to contact Edreams for over 3 hours now, it's absolutely ridiculous!

One of the customer service agents argued with me on the phone and told me no one forced me to book the flight so it was my problem and I would incur change/cancellation fees despite the problem occurring because of a mistake their company made!

I was then put on to a very helpful supervisor who checked the website, confirmed that the wrong flight information was advertised and agreed to help me resolve the situation by getting me on the 2110 flight from Bahrain on November 16 to Amman via Dubai arriving at 0830 on November 17. He put me on hold while he sorted that out and again I was disconnected! That was 2 hours ago and I have heard absolutely nothing.

No responses to my emails, no responses to Facebook or Twitter messages, not one call back from anyone at Edreams. It's appalling customer service. Not only do they not take responsibility for their own mistakes, but they completely ignore the customers who desperately need to resolve their situation.

I need someone from Edreams to call me back as soon as possible to resolve this as I am terribly upset at how this has been handled so far!

On June 22, 2017, I booked (and bought)  2 return airplane tickets departing from Auckland (New Zealand) arriving in Nukulofa (Tonga) through edreams.com, our flight was aboard a Virgin Australia plane. These tickets were worth more than $800NZD. The reference number, [protected] listed for your convenience.

I can also send you an invoice and confirmation email with more detailed flight information if you need. The reservation and purchase of the airplane tickets took place smoothly without any major complications. The day before my departure, I also performed the online check in.

The day of our departure from Auckland, New Zealand, I proceeded to drop an extra luggage off at the Auckland airport, unfortunately Virgin Australia's employee at the check in desk informed us there would be a surcharge. The employee told us there was no free checked baggage allowed for the departure flight from Auckland ONLY free check in luggage for the return flight from Tonga to Auckland. There was no additional luggage included in the price for departure flight. In this situation, I find it unreasonable and I believe that it is a very misleading since the additional luggage is only included in the return flight. Also, misleading that there is no additional luggage included for the international flights (only hand luggage  -7kg). Although there are 2 airplane tickets, I only had 1 piece of additional luggage with my partner, which did not exceed 17kg. The handkerchief was only a basic (small purse). Due to the event I had to pay an additional luggage fee worth $130. I can give you send bank statements to prove the fee was paid if necessary.

Please kindly send an explanation as to why the additional luggage was not included in the airplane tickets for the departure flight and why it was only included for the return flight.

In light of the inconvenience I kindly request a review of my problem and reimbursement of the costs incurred if possible, as I believe that there was a misleading message.

To summarize my main points please refer below...

1.) I find it unreasonable that the additional luggage is included ONLY for a return flight, I ask for an explanation as to why this occurred.

2.) After purchasing 4 tickets, 2 departing from Auckland, NZ and 2 returning from Tonga there was only 1 bag checked between the 2 of us for the departure flight from Auckland, but no complimentary checked luggage options were available resulting in the additional fee atop the fee for both plane tickets.

With this problem, I've already contacted the Customer Service edreams.com that addressed me to you. So I ask pleasley ask if you can solve the problem or find a common solution with your partner edreams.com.

In hope of successfully resolving my request, I welcome your response.

V. Kunaj

Hello,

First time I have called for refund the phone assistant gave me the wrong insurance number ( it turned out to be the phone number of the human ressources department of a random company). It was around the 03/10/2017.

Also, the two other times I called, both assistants automatically told me that my flight tickets were 100% non refundable, until I insisted to check my eligibility for a tax refund (it turned out that 50% of the ticket was refundable).

I have been partially refunded now, but I believe that in the future you should be more reliable and honest with your customers, help them to get a refund and not wait until they get mad and insist to double check.. I think it is an unnecessary conflict for both parties and it is an issue that could be easily avoided.

Best,

Gwenn Le Pechoux
booking reference: [protected]

We are a group of four people and we have bought 4 tickets from Vienna to Krabi from the 28/12/2017 to 07/01/2018 in August this year. When we got our e-tickets we realized that the company made a mistake - as one of the names was spelled wrongly! We were certainly not the ones who made the mistake as we booked the flight together and it is not possible that 4 people did not notice this mistake!

After that we contacted the e-dreams customer service MANY times and we got several DIFFERENT answers from them! But they did not come up with any solutions! The only option they provided was to cancel the reservation (200 €) and book the flight again (1550€) which is IMPOSSIBLE for us! And this is certainly NOT a FAIR solution!

They told us to contact the airline and we did so - a very qualified employee of thai airways was the first one who offered a solution! She told us that e-dreams need to contact her and she will discuss the issue with them! However, edreams told us that they are not able to contact anyone! Now we still don't know what to do! Can anyone tell us what we should do now?
We just wanted to spend a perfect holiday together - we saved the money and we have been so much looking forward to it! Now it is a complete disaster!

We told them that we are willing to pay a charge but we are not willing to pay more than 1700€ for a ticket! That is not okay!

We will never book again with edreams! It is the worst travel agent we have ever had.
Please do not make the same mistake that we did and book a flight with them!

Edreams does not operate fair. This is not first time when it happens. I purchased today 26.10.2017 a ticket from Bucharest to Nantes, the total price for the flight was shown 257 euro, and, in the last moment when you enter card details they update the price, sometimes this update occur in the moment when you press the pay button and you see the total price after you have paid. I was charged totally 290 euro.
Please investigate.

Dear EDreams, the airline have canceled the flight and my tickets got canceled, I have received from your customer service an email assuring that I will get my refund by 10 of October, I am following up with your customer service by emails since then with no reply, until
Now I didn't get my refund, many
Emails has been sent over and over with no response, and you are holding my money, I request you do the refund urgently
Reference number [protected]-[protected]
Regards
Zakhia saliba

I was looking for a flight from Bismarck North Dakota to Las Vegas leave date November 27th return date November 30th. I was lied to on the website stated only 4 seats left on that flight this was a couple months ago. the total was over $600 for two adults. Now I go on the eDreams website the same flight is 89.48 and there were still seats available for that flight. Your company misrepresented the seats left and gouged me for 3 times what I should have paid by lying to me and telling me there were only 4 seats left available for that flight. I want a refund I want to be compensated because you misrepresented information of how many seats were actually left for that flight. This was for Allegiant Airlines and now the seats are 8948 through your company. my name is Michelle Johnson my phone number is [protected] my email is [protected]@HOTMAIL.COM . Please get back to me or I'm going to Lodge a complaint with the Better Business Bureau. And put this message all over social media

Now we are midway through our trip in Guangzhou, China and I have just spent more than one hour trying to reach a human at edreams to change a flight. There are no human customer service agents at edreams. It seems that our only option is to purchase a new ticket with no credit for the partially used original.

This is our first and last trip with edreams. I recommend checking the many online complaints before booking with edreams (as I should have)

I have been waiting 30 days for a refund of about $450 from edreams - I called the airline they booked me through only to find out they had gotten my refund weeks ago and just hadn't given it to me. A month is RIDICULOUS. I have spent over an hour trying to contact literally anyone from the company to get my refund with zero luck. I need my money back and it's very unprofessional and immoral. I'm very disappointed and upset with my experience with this company. My booking number is S3GAHC and I expect to be contacted very soon regarding this matter.

I was quoted $900 for for two tickets from New York to Madrid. I check my credit card the next week and see 3 charges totaling $1, 900! I never agreed to that amount and the quoted price was $900 for 1 adult and 1 child ticket total. The airline insists I deal with edreams. They refuse and say I did agree. These tickets remain available for $900 and obviously, I never would have agreed to pay $1, 900. Edreams are frauds and dishonest and absolutely impossible to deal with. I will be making complaints to every relevant governmental agency I can find and disputing the credit card charges. I unwittingly was direct to edreams from Google. Beware! If direct there, click elsewhere to a reputable, honest company.

Hello
My name is Almog and i ordered a flight and hotel from edreams and gave you my United Airlines frequent flyer number.
But didn't receive any miles on my flight with ageans. Which is a star alliance member.
Both companies are star alliance members so i should have gotten miles.

My email is [protected]@gmail.com

Thank you and best regards

Almog Duek

In July 2017 Easyjet cancelled our flight and being the worst busiest period of the year, there were no other flights for 5 days. So we had to book with different airline. Not many tickets available, only 2 tickets available with eDreams. On the process of quickly buying the last 2 tickets I made a mistake and put 2 passengers with the same name. The flight was 12-15 hours ahead and eDreams could not change the name. They said the airline had to do it. So we called the airline and they told us eDreams had to do it (which make sense). We spent hours on the phone trying to convince them they had to do it and at the end they haven't done it and we lost 1 ticket for the price of £236 for their lack of professionalism. Just appalling.
Never use this agency.

Hi there,

I have been on hold (and being charged) for over an hour and a half now. I phoned last Wednesday (4th of October) about flight changes you made to my booking (ref number VUOBB6). As our flight time had changed meaning we only have half an hour to get off one flight and onto another which the person I spoke to told me was not enough time. He then informed me he would email me through new flight options and to wait 2-3working days. I have heard nothing. I then phoned this afternoon at 5 to tell another person of this situation. After being placed on hold for 20mins (after it take 10mins to get through) I was cut off. I phone back and exactly the same thing happened. I have now been on hold again for another 32 mins (still holding) with no end or resolution in sight. I would like to be reimbursed for my phone calls as well as some sort of compensation for the time I have wasted.

If I don not hear back in regards to this I will be taking my complaint to the ombudsman as you cannot treat people like this.

edreams ref number [protected] - booking for Port of Spain to Georgetown round trip. Price quoted was 377.83 (Can) and after I entered all the info with card informations as well, my card was charged $420.00. What nonsense is this, and tried calling the [protected] number always busy. This was booked Oct 7, 2017 @ 1030pm. I certainly don't think this is right. Please advice.