eDreams
Reviews and Complaints

Dear Sir, Madam,

On Saturday 25th Of February I booked a flight from Brussels to Vienna and back. I received an email confirming my booking (booking code: 4QV3FI) but it was impossible to check in. The next morning I went to the airport and was told that my reservation was cancelled because the airline did not receive the money. I had to buy an expensive ticket at the airport so I could fly with my family. I see now that my booking is completely cancelled; however, my visa account has been debited for 305, 23€.
I would appreciate if you could recredit my account since your company did not issue my ticket.
Thank you for taking care of this.

Colleen Davis
Email address: [protected]@yahoo.com

My wife attempted to book return flights to Europe for three of us, but it hit the CC limit and was declined. She got an email confirming that it got declined. The day a $2.5k charge appeared on our card from them.

There's no phone number or email to call them on at all, but I found the US phone # on the Complaints Board site [protected]). It says a lot about a company that doesn't put any direct contact details on their web site, and emails are '[protected]@'. I Had to jump through a whole lot of phone menus, but eventually got to a person (in India).

Instead of trying to take the whole amount, they take the cost of each ticket individually from the card - so one ticket got taken then it hit the limit and the other two got declined due to the card limit.

But the email they sent says the whole transaction was declined, but there was no indication that part of it has gone through. At the bottom of the email is a number, but when I called it just says 'the service is not supported by this network' and hangs up.

When I spoke to the person he said I could give another card to pay for the other tickets, but I said I wanted the $2.5k refunded (by this time I'd googled and read these horror storied about them). I asked how long it would take - expecting maybe 24-48 hours; 30 days! It took them 30 seconds to take it but 30 days to refund!?

I don't think this is a scam company, but they give the impression due to their total lack of care about customers and their money.

We're going to a reputable company now - it'll cost more, but I'm not risking a penny with this bunch of clowns.

I had booked 2 airline tickets from Edreams in my haste. They were the cheapest I could find, which was the reason I thought I might never find a better offer and in addition to that a notification kept popping up during the booking stage telling me I had 10 mins to make the booking or I would lose the deal.

I thought I couldn't hesitate, so I was just about to confirm the booking but then I thought, I should probably not proceed and check with my friend if he's definitely coming, once again (who I was also booking a ticket for).
However, just as I was about to abandon the booking and not proceed. I saw that they offered "Trip cancellation insurance" and a mere additional cost of £15. It said I would get a full refund if I cancelled.
Bear in mind that I now had seconds left to make the booking. I decided to add this cancellation insurance and book the ticket in case I lost out on this great offer.

So within hours of booking and sharing the news with my friend, he told me he could no longer go. So I decided to cancel the booking but when I tried eDreams said both tickets are non refundable. When I said "I have cancellation insurance" they told me to take it up with a third party insurance company!
After contacting Astana Assist (the insurance company) they said that I would have to sort this out with eDreams because they sold the insurance.

I contacted eDreams again and told them, and they AGAIN told me to contact Astana Assist because they did not draw up the policy and it was eDreams that sold me the insurance.
I kept being bounced back between both companies and at one point I spoke to someone from eDreams who quite bluntly told me I would only be entitled to a full refund if I or my friend had "died". Imagine that, you get a refund after you die, what use is this insurance?!

Edreams offered to cancel both my tickets with no refund and would also make me pay a cancellation penalty on top of that. So I would not only lose all my money but I would also pay them money.
So they in essence sold me a cancellation insurance that only covers death and serious injuries. Otherwise in all other circumstances it doesn't cover anything.

I felt misled and rushed into booking the tickets, there was absolutely no time for me to read the terms and conditions in detail and book the ticket in time so that I wouldn't lose out on this so called "great deal".
I haven't received any kind of help or support and each company passes the blame and I get different answers every time.

I feel people should be warned to not do business with this company.
If you have any kind of problems that need to be resolved, good luck.
They will pass you onto call centres where people repeat what you already know like your ticket information every time. There's no need to keep reading out ticket information in detail just to appear to know what you're talking about because:
1) I am not falling for that trick
2) you haven't really helped me
3) you don't even attempt or care about pleasing the customer, you only care about taking their money

Never again!

I have made a booking through the app (which was actually more expensive than if I'd have made it through the website, even with app discount), and although on eDreams booking it said that the luggage's been paid for and booked, the actual airline booking (Ryanair) didn't have any. After copious number of emails backwards and forwards (which they didn't seem to understand!), eDreams had advised that I need to buy the luggage directly with airline, and then provide them with a PDF copy of the payment for them to issue me with a refund of the original payment. I have done so, and provided them with the PDF copy of the new booking (Ryanair does not issue separate invoices for separate services), as the new booking clearly sows the difference in the price for the added luggage. The eDreams emails being sent still demanding the separate PDF receipts for the luggage. I have tried to call, 1st call (despite pressing all the options on the phone to get through to the refunds) gone through to the sales clerk, who was then supposedly putting me through to payments. After 58 mins wait, I had to hang up. Tried again, another 26 minutes, had to hang up and could not listen to muzak any longer. Customer service absolutely atrocious. No refund, not even an email to acknowledge the PDF receipts already sent to them. Would like to lodge a formal complaint.

I have book a ticket with E dreams from Istanbul to Los angles and return but because of non availability flight on that time they cancel my flight and email me that we will refund you in short time, But after that its almost 3 months gone but i didn't get any refund yet, I called more then 5 time and they told me we will refund in 1 week but non of refundable is transfer to me, looking for some help.

I have called your customers help because my flight was cancelled and the operators they are transferred me to another department but nobody is answered there, I was staying for 3 times around 40 min on the phone just in one day and nobody really give me a help...I am so dissatisfied about your service and you are keep spending time on the phone for nothing. This company really don't have a email so you can communicate. Really disappointed...and still with no flight fixed.

I'm a regular eDreams client, I travel frequently and often book tickets on eDreams, but now that's over.

I wanted to book a plane ticket for 19th February, returning on 22nd February with one stop each way, but somehow my ticket was booked for one month later, that is March. I'm quite sure I chose the correct dates because me and my wife were both checking the available flights and making the reservation together. Besides, the month of February appears automatically as first, so there's no way I'd choose March instead. I noticed on some forums that other clients also had trouble like this. I didn't notice the incorrect date on the e-ticket I printed because it's not mentioned in the body text anywhere - besides, it was already paid for by then.

I arrived at the airport to be unpleasantly surprised and left without a ticket with an hour and a half left before the flight. It always takes ages to get through to the call centre because there are probably not enough operators and their computer systems seem to be quite slow, so it took a long time to be able to speak to someone. After a long time checking the airlines policies the call had to be transferred to another department, which again took a very, very long time. They checked available seats and told me that it was possible to get a seat on today's flight for the first leg of the journey but that there was no connecting flight to the final destination, so that my booking couldn't be rearranged for today as I wanted it to be in the first place. I find that strange because at the airport they told me that seats were still available! I originally paid 307 EUR for my ticket and now had to pay another 320 EUR to make the change at the airport, because I was told at eDreams that the seats were unavailable?!? I had additional 320 EUR costs and I would like to be reimbursed for the ticket. The chosen date was not the one I selected and then it was not possible to make the change through the call centre which is supposed to help people. Not to mention the toll-free number never works!

I'm very disappointed with eDreams service and will not be using it again. I'll also do my best to spread the word of their (dis)service.

eDreams is a fraudster organization, offering on its website a ticket from KBP to Syd as one ticket with a one price via BKK. I have made only one booking for this flight Ref. Nr. [protected] and eDreams has issued for every flight segment a different ticket. with two tickets I am not insured in case that any flight will be cancelled or delayed. I cann not check in my luggage direct to the final destination. edreams do not answering any complaint and does not provide a address of the spanish court. Customer Service Australia with local number is a fake, all calls going to India...Avoid this fraudsters as a plaque.

Efe Abella
I booked a ticket from brussels to trevise (italie) QUQ2XN leaving brussels on the 16/02/2017 and return the 19/02/2017 and did note notice that the return was dated for the 19/03/2017 I do not understand what went wrong as I did not change the pages when i selected the date. How is this possible I realized it when I wanted to book in
What can i do

They charged me for baggage on a Ryan Air flight, when I received flight confirmation from Ryan Air the baggage was not included.
I contacted edreams and they confirmed that they did not book the bag on the flight.
They advised me to book directly with Ryan Air and that they would refund me.
I booked the bag with Ryan Air and informed edreams, I have not heard from them since. They have not replied to my emails and they have not refunded the amount they charged for the baggage.
I have therefore paid twice for the baggage, the flight was booked on January 18th

i had booked a return flight to Melbourne on your reference number [protected] on my return flight back to coffs harbor I was informed at the ticket office that I had been that my flight had been double booked that being the case did you charge me twice on my air fares if so I need to get a full refund on the second booking my flight was booked through tiger air flight number N8EZHJ .

Dear Sirs,

I’m writing to you to make the complain. It’s the worse service I have ever had. I booked three flights for our employees on eDreams Italy website. Due to plans changes I had to cancel all of them. According to terms and conditions I had to cancel them in 9 hours. I tried to contact eDreams Italy all day. They couldn't verify my credit card details as they had error in their system. I sent them several e-mails requesting cancellations and refunds. They didn't reply. I called UK and US eDreams. They couldn't see my reservations. They redirected me to Italy. I was on the phone for three hours. Nobody picked up the phone. I sent several e-mails again. No reply. I contacted eDreams Italy the next day. I told about the situation. When I gave the agent one of my confirmation number he hung up.
Could you kindly check, cancel and refund my flights, please?
According to terms and conditions I requested cancellation in 9 hours.

Confirmation number: [protected], Passangers name: Anna Frazzer, Marta Fitzgerald
Confirmation number: [protected], Roma Dalton, Tina Mulcahy
Confirmation number: [protected], Fran Parker

If you wan't be able to help me I will contact Airline directly and I will introduce them whole situation.

I look forward to hearing from you.

Kind regards
Agnieszka Piasecka-Bester

On 14/2/17 my family and I arrived at Gatwick airport for our Ryan Air flight to Dublin (0940 hours) booked through edreams (booking ID [protected]). We had our boarding passes printed and we went over to drop our suitcase off at the Ryan Air baggage drop off. When we got there the man told us that we hadn't paid for our baggage. I informed him that we had. He was adamant that we hadn't and kept trying to direct us to a self service machine to pay for our bag. This conversation lasted at least 10 minutes, and in the end I decided to go and pay for the bag, as it was my 2 year old daughters first ever holiday and flight and I didn't want anything to ruin it.
When we got to the machine, which was very difficult to use, we entered in our details. The machine told us that it was now too late to pay for an extra bag to go onto the plane as the time was now 0900 hours (which was the cut off time). It said to go to speak to an agent. We went back to the Ryan Air desk, waiting behind another family. When we got to the front of the line and explained the situation the man he told that we would not be able to take our bag with us. This was not good enough, as we had paid for the bag and it had all of our stuff in it (as you need when travelling anywhere with a 2 year old). I then got annoyed, and thought to show the Ryan Air employee our booking confirmation where it confirmed we HAD paid for 1 bag (of 15kg). The Ryan Air employee then conceded that we had indeed paid for our bag already, and that it was the fault of edreams who had not informed Ryan Air of what we had paid for. He told us that he himself had had "7 or 8 instances the same as this just this week." This was infuriating to hear, especially when he told us that Ryan Air would not be able to sort it out for us as it was edreams fault. He directed us to the flight centre customer services at Gatwick and said they would sort it out.
The flight centre then told us that we would need to speak directly to edreams - they did offer us another flight (Aer Lingus to Dublin) which would have cost over £300 one way. That would've taken up our entire budget for the holiday, so I declined, opting to speak to edreams to resolve the issue.
I called edreams on my mobile phone, a call lasting for a duration of over 1 hour and 5 minutes (on an 0871 phone number). This call proved to be futile as I was passed around from department to department, despite asking to speak to someone senior on a number of occasions (at least 10 times to various people). Eventually I was put into contact with somebody who told me "we might be able to reimberse you for the cost of the outbound flight if you fill out a complaint form". I explained that a return flight would be of absolutely no use to us as we were still in England. He seemed to be unsure of what to do and again told us to fill in the complaint form.
I then looked online to find hundreds of people experiencing similar problems with edreams. They seem to me to be a company who are not providing the services that customers are paying for, but then, unbelievably, a company who don't "have the authority" to organise a suitable solution to travelers who have been let down by their gross incompetence.
What I want from edreams is a full reimbersement for my financial loss for this. This includes:
£154.86 - cost of the return flights and baggage(!)
£165.00 - cost of my Airbnb apartment for 2 nights in Dublin
£60.00 - cost of taxi ride to Gatwick airport
£20.40 - cost of train ride from Gatwick airport
£26.60 - cost of buggy hire for our 2 days in Dublin
plus the cost of my 1 hour, 5 minutes and 56 second premium rate phone call to edreams.

That doesn't include the upset of my daughter, who is now likely to wait until we are reimbursed before we can even think about going on another holiday. Nor the upset of my girlfriend, who lost her 60 year old father to esophageal cancer last year, to whom this was a birthday/valentines gift.

I am fed up with big, rich companies taking no responsibility for their incompetence and leaving the general public unhappy and out of pocket.

I look forward to speaking to you about this soon, and I will be speaking to solicitors, national newspapers, and if possible, the managing directors of edreams in the meantime to resolve this in a way that leaves myself and my family happier.

Thanks very much,

Andrew Wilson

I bought a refundable ticket from you guys on January 25, 2017 and cancelled within the first 24 hours of purchasing my ticket. In addition, I bought trip insurance. I called 2 weeks ago to see the status of my refund and was told I should expect my money by the beginning of this past week. Wanting to give your company the benefit of the doubt, I waited to see if I would receive it by today. However, I have yet to see a dime of my money and when I tried to call customer service today, I was told the number was out of service.

If I am not given my full refund within the next 2 weeks, I will be consulting my lawyer.

i recently bought a ticket from e dream ; ticket number reservation YPNTPP.
it was added to this ticket 15 kg luggage and the charge of this service was 68 zolty.
unfortunately raynair did not allow me to register my luggage because according to them the 15 kg was not in their system. the conclusion was that edream did not pay for the luggage price that was given to them.
for me; this look like a fraud and a way of steeling from customer and putting customer in the umplaisant situation.May i please ask you to give me the 168 zolty which was paid to the airport for me to register my luggage again .
and one more thing if you are not sure to do the job as it should be please leave raynair sell it own ticket in order to avoid this kind of problem.

My email is ; [protected]@hotmail.co.uk

Your request [[protected]-[protected]
Your request [[protected]-[protected]]
Your request [[protected]-[protected]
Your request [[protected]-[protected]]

Booking unconfirmed Jetstar: [protected]

Pending Reservation
eDreams reference number: [protected]
Your booking is pending to be confirmed by the airline.
Departure
From Singapore (SIN) to Ho Chi Minh City (SGN), with Jetstar Pending

On numerous occasion i tried to contact edreams by sending a message but you guys did not reply or get back to me.

i need a refund of my booking to Ho Chi Minh on 18th Feb

My name : N Ananthan M Marimuthu
e mail: n.[protected]@gmail.com

I am very disappointed with the service from eDreams. We were intending to travel to Aberdeen for a funeral but had to cancel the trip within and hour of making the booking.

I phoned eDraems and was told that I could only get a partial refund even though I was cancelling after such a short time. I reluctantly accepted this but so far you have not had an email me confirming the cancellation or refund. I did get an email from Flybe and they told me that you were being fully refunded.

Your disappointed

Mike Evans

Hello, I would like to receive a refund of 35 e which I had to pay on the desk with ryanair on the way to Prague 29.1.2017. I booked flights through edreams with one luggage of 15 kg which I paid 20 e for. On the day of my flight ryanair asked me to pay additional 35 e on the desk because the luggage I paid for wasnt in their system. This was obviously a mistake made by your company and thats why I am asking you to pay back the extra 35 e. This wasnt a pleasant experience for as I was on tight budged and this money was needed. I keep a receipt for additional charge and if you will need it I send it to you.
Thank you for your understanding and hope u solve this matter soon.
Regards Jitka Aleksander

Hello, on the 2nd of Feb I booked two tickets to Barcelona. Departing billund from 6am ...however after paying I received a booking confirmation departing billund at 6.45pm. I then spent the next 12 hours writing and calling without success- meaning no answer. finally got a telephone answer from a call centre in india somewhere? on a bad line and couldnt help. Still no answer via mail.
Anyway in the vain hope someone can rectify this glitch please contact me.
Attilio Dona
reference number [protected]