eDreams
Reviews and Complaints

Edreams really let us down. We booked a trip to South Korea from Tokyo, but couldn't use the flights we booked through eDreams. We had to book new flights at the ticket gate, paying out of pocket, because eDreams customer service could not (in one instance, would not) help us.

Here's what happened. When we arrived for our flight, the airline wouldn't accept the booking because our names on the booking were not in the same order as on our passports. The booking program listed our first (given) names first, whereas passports list last (family) names first. When using the eDreams booking program, we entered names correctly in the first name and last name fields, but the program reversed them. The booking also listed our first names twice, so it read: First name, Last name, First name again. (Passports read: Last Name, First Name, Middle Name.) I think this occurred because there was no place in their form to enter middle names, and so it produced the first name twice. We foolishly didn't realize this was a problem until we tried to board the flight. Anyway, the airline wouldn't accept the tickets, and insisted the booking be fixed. So, now with 80 minutes left to go before our flight (we got there two hours early), we called eDreams. But by the time we reached eDreams after being on hold for 20 minutes, we missed the one-hour window and eDreams said (well, their contracted agent in India said) there was nothing they could do, and abruptly hung up on us, leaving us to solve the problem on our own. (We were polite on the phone; we know better than to berate the one person who can help you.) So, we purchased a new set of tickets there on the spot.

Because our return leg two days later was originally booked on a different airline, we thought we could fix the naming problem on that booking in time. But no. Even though we called eDreams a day in advance (again reaching a call center in India), they said there was nothing they could do, and told us to contact the airline. However, the cut-rate airline eDeams found and booked us on, would not pick up their phone after business hours (our trip was over the weekend). We called eDreams back, and they said there was nothing they could do because the airline didn't staff their phones after business hours. So, again, we bought a new set of tickets (this time with a different airline). EDreams promised to send us a refund form for the $1100 (USD) their mistake cost us. They then denied the refund. We are now asking our credit card company to handle the dispute.

We will never use eDreams again, and we advise you not to either, especially if you must travel with a passport. Their prices are cheap, yes, but our experience illustrates the old adage that you get what you pay for. It's a shame that eDreams couldn't help us when we needed it the most. We were left stranded and had to pay out of pocket for new flights. It was a frustrating and stressful experience, and we wouldn't wish it on anyone. We hope that eDreams can improve their customer service and booking system so that others don't have to go through what we did.

Booking reference [protected].

Name; Amara Nuwan Peduru Arachchige.

From; Brisbane to Melbourn

Date 3 Feb 2023

Issued airline booking ref by eDreams: KLBYIQ

Total price $399.85

Airline : Virginia Australia

Flight no. va356

Time scheduled ; 20.35

Edreanms did not paid to the airline, so we unable to travel as edreams did not make reservation for me and 2 other passengers. Booking reference was a fake. They are delaying refund by keep changing the refund status to pending for air line approval and finalising.

Hi,

I am writing to request for a refund for a flight i booked in October 2022 from Abuja to Edinburgh using Lufthansa. I have been speaking with Lufthansa and they asked me to contact my agent to process that. The reference number is:[protected] and the confirmation number is:W4R3AL

I have written you before and i am writing again. Please, how do i get a refund since i couldn't fly because i didn't have a transit visa?

I have tried doing a live chat but its with a robot and im not getting the feedback i need.

Regards

Justina

You have charged my Eurocard with an amount of 54,99 Euro., which I dio not understand The debit occurred on 2023-06-15. I have not used your service for a long time. Please explain what this is all about. Furthermre I have not received any bill from you. In case you need my Eurocard number please let me know.

My email address is Gunnar.[protected]@odontologi.gu.se

Hello,

My flight to Milan was booked for 17.25 today, we received a text from you at 11am today to advise it was moved to 1pm today. Then at 14.55 we were advised the flight was now 14.40 today. With such short notice I could not make this flight, and have now purchased very expensive flights as I need to get to Milan today.

I spoke to your agent to be told this is now a contract between me and Ryanair, nothing to do with eDreams. Furious is the understatement, I bought the flight through you and you did not advise me in time, my booking account still showed flight at 17.45 today my booking reference does not work within Ryanair therefore they won’t liase with me. It just impossible to get anywhere with EDreams or Ryanair. Fr8736, From a very upset customer Maxine Cody

I purchase three tickets from eDreams together with insurance. I had to cancel my tickets, and as per the insurance policy, I was supposed to receive 80 percent of what I paid back.

I canceled the tickets in March; it is June, and I still haven't received my refund. According to eDreams, the airline is the one supposed to issue the refund. According to the airline (Norse Atlantic), dreams is supposed to refund me. I am tired of calling, being put on hold, and receiving mixed messages.

Edreams is a fraudulent company that doesn't honor its insurance.

I am now looking into filing a civil suit.

I booked a flight with return trip from Barcelona to Pula. Although I had received a confirmation email for the flight I found one month later that the return flight had neither been confirmed nor canceled. When I got in contact with Edreams I was told that the reservation could not be fulfilled because there was no space available on the flight. To my surprise the flight I originally wanted to book was still available on the website, it had just gone up to more of double the price. Edreams told me to buy the same flight again at the new price, paying for the difference while waiting for the refund of the original flight.

I was truly shocked by the indifference and the lack of solution of what Edreams calls customer support. Some days afterwards the very same thing happened with two flights I booked. One flight went through the other one was cancelled but still available on the website. It looks like a very strange business practice, combining partial cancelations with a complete lack of refunds or solutions.

Hi,

I have a lot of problems in trying to cancel subscription for edreams prime.

My account does not even have an option to see if I am prime subscriber and yet I have been charged 54,99euros on 9th of June. Even if I try to book the flight the prime is not calculated and edreams app is asking if I want to subscribe for edreams prime and receive discount. On my account I dont see that I have edreams prime subscription neither I have possibility to cancel the subscription.

https://www.edreams.com/blog/contact-edreams-customer-service/

I made two reservations with Edreams.

First one: MIA - SCL - MDZ (Miami, Santiago-Chie, Mendoza-Argentina) and the other one MDZ - SCL - LIM - FLL. (Mendoza, Santiago, Lima-Peru and Fort Lauderdale) All flights had "carry-on" luggage included. I took screenshots when I was paying for the reservations because I felt that something could go wrong.

Indeed, when checking in, the only section that included "carry on" was MIA - SCL with American Airlines. The remaining 5 flights did not include it. I made several calls to Edreams and sent them several emails to get them to take charge of their mistake and resolve the situation, but they did nothing. The best response was that there had probably been a "glitch" in the system and that they recommended that I can pay my "carry" ons” with teach of the airlines on all of the remaining flights. An additional U$D 250... Conclusion, I will never buy a flight with Edremas again and I do not recommend them at all.

—————

Hice dos reservaciones con Edreams.

Un tramo MIA - SCL - MDZ (Miami, Santiago-Chie, Mendoza-Argentina) y el otro tramo MDZ - SCL - LIM - FLL. (Mendoza, Santiago, Lima-Peru y Fort Lauderdale)

Todos los vuelos tenian equipaje "carry-on" incluido. Tomé capturas de pantalla al momento de pagar las reservaciones porque presentia que algo podia pasar.

Efectivamente, a la hora de hacer el check in el unico tramo que incluia "carry on" fue MIA - SCL con American Airlines. Los 5 vuelos restantes no lo incluian. Hice varias llamadas a Edreams y les mande varios emails para que se hicieran cargo de su error y resolvieran la situacion, pero no hicieron nada. La mejor respuesta que me dieron fue que probablemtne habia habido un "glitch" en el sistema y que me recomendaban pagar mis "carry ons” con las respectivas aerolineas en cada uno de los vuelos restantes.

Unos U$D 250 adicionales...Conclusion, nunca mas comprare un vuelo con Edreams y no los recomiendo en absoluto.

I allowed someone to book a flight over a year ago and you started taking money from my account unauthorised by me the person done all they could to try cancel with no luck. Now you are at it again and I have no way of contacting this person the bottom line is I NEVER authorised it and am demanding it stops immediately or I will seek further action against edreams.

I have made a confirmed booking for a flight but got an email saying, 'We regret to inform you that we were unable to confirm your flight reference: XXXXXXXXXXXXXXXXXXXXXX within the 24 hours after the purchase.

To confirm your booking, please contact us at your earliest convenience on (Link to irrelevant Help Centre page)'

So they took my money and could not guarantee to provide the flight and they could not guarantee anything. They asked me to contact them but all they have is a chat box with the robot repeating the same pre-set question (worse than a automated phone help line). They are holding my money for unlimited time without guaranteeing the flight. This is a scam.

Subject: Request for Refund for Booking ID [protected]

Dear eDreams and Singapore Airlines team,

I am writing to request a refund for my cancelled booking with Booking ID [protected] for a flight from Kathmandu to Tokyo via Singapore-on-Singapore Airlines. I cancelled my ticket immediately after booking as I found out that Nepalese were not permitted to land in Singapore due to the Covid-19 pandemic, and my transit was in Singapore.

I have already followed up with your customer service team several times to inquire about the status of my refund, but I have not received any updates so far. It has been several months since I cancelled my ticket, and I would like to request a prompt refund of the full amount paid for my ticket.

I understand that there may be certain policies and procedures that need to be followed for processing refunds, but I would appreciate any assistance in expediting this process. I have attached a copy of my cancellation confirmation for your reference.

I hope to receive a positive response soon regarding my refund status. Thank you for your attention to this matter.

Sincerely,

Nirupa Thapa

I have requested my invoice 4 times within 4 weeks and I still haven't received it. Each time I made the request, I was told I would definitely receive it within 24 to 72 hours. The website is extremely unreliable and doesn't let you request an invoice. I had to use the mobile app to make the request instead, but still no luck getting my invoice.

I chatted with an agent who was extremely confident I would get my invoice (see screenshot). They said I would receive an email link to a public review site where I could leave further comments. No, I haven't heard from them a single time after making any requests or chatting with their agents.

On May 11, 2023 I purchased 2 airline tickets through EDreams for myself and my daughter Abigail Bate from St Louis Missouri to Orlando Florida. The Confirmation is [protected] and my email is tisha. [protected]@gmail.com Our flight was ultimately delayed so long that we would not have arrived until the following day so I needed to cancel that flight and book with a different airline as my father was dying and I needed to be at his side. Spirit was the airline I had originally booked through EDreams and due to the delay, they immediately cancelled my flight with no penalty. Spirit informed me the money was refunded to a Master Card and the third party and I would need to contact them to refund the money to me. I immediately contacted EDream on 11 May to have the money refunded, and was told to go through Spirit. I again attempted to contact EDreams several times between 12 May and 2 June (today) and each time, I have been advised that I need to go through Spirit. Spirit has already refunded the money to EDreams. EDreams just needs to get off their lazy [censored] and refund the money that is not theirs.

I booked a flight for 6-14-23 returning 6-17-23. This was for a funeral. I paid $22 extra in case I needed to reschedule. I went on eDreams and there was trouble scheduling because when I put the new date in 6-12, it showed 12-6, which was more than 60 days before or after the original travel date. I went to ‘chat’ on the site and they couldn’t help me but someone called from London on May 19,2023 from +44 [protected]. I spoke to a lady who went on the site from where she was and said that there was something wrong and that I would have to go to the frontier airlines site to reschedule. While I was on the phone she also went to the site. When I tried to put in the date, a box came up that did not allow me to reschedule. We tried for ½ hour to no avail. She apologized and agreed that I would need to cancel the flight and get a refund that would take 10 days. At that time I found a flight on Frontier for $88 round trip. So I booked it.

I looked to see if I got my refund on my credit card site and saw that I received $73 of the $148.76 eDreams charged me. Again, it was not my fault that I was unable to reschedule with eDreams. I have spent numerous hours with chat after I explained that I would be going to the Arizona State Consumer Protection Agency.

I received less than half of my refund and I have seen the reviews for eDreams... none of them are good. This is worrying me because I feel I have been scammed. I am hoping that this matter is remedied immediately and to my satisfaction.. The fees I was charged are ridiculous as I was forced to cancel my flight.

This is my second request for my refund of R3017 which was paid by safair for a cancellation Safair 20th April 2023 flight VAM7DL due to Mr MA Botha suffering a stroke and could not fly. Medical reports were sent to Safair.

Rea KuneneE Cell No [protected] to Edreams repaid the R3017 on 12 May 2023. to Edreams account Card number starting with 553503**** ending in 1111

This must be reimbursed to me the payee Mrs D Botha into the same Credit Card Number it was paid out of . I will be reporting this to Rea from Flysafair

Hi I booked 2nights flights and hotel last weekend on return to the airport Monday we had to pay 110euro to fly home myself and my son I was so upset I want to know why this happened. We had to borrow the money as I spent what money I had. I would like an explanation and also a refund for the flights I paid to Ryanair. Kind regards Lisa Marie Kevitt.

We initially contacted eDreams regarding the flight which was confirmed to include carry-on luggage and itinerary change options, class size S (as per Avianca) yet were then issued with a class-size XS.

When we approached eDreams we were told that they (eDreams) would contact the airlines directly. The agent then sent confirmation that eDreams had spoken directly to Avianca and that

“(Avianca) do not provide what they informed us to advertise on our website for the passengers and that they did not honor what they have confirmed with our travel agency”

We were then informed by the airline that eDreams never contacted them and that the XS class size ticket issued would not only not include our luggage, but that it is the MOST restrictive and that we could not make modifications or changes.

eDreams took payment for the advertised class size S (as acknowledged by their agents) but could not provide this ticket (due to misrepresentation or misunderstanding with the supplier, Avianca) and used the following week to assure us that they were attempting to resolve the issue, thus leaving us well outside the 24hour cancelation window (as per Avianca) when in fact they never reached out to the supplier at all.

Nor would they offer a refund or compensation for taking payment for a service that was not as advertised.

Ticket no VAM7DL for MR ANDRE AND AYMEE BOTHA Safair 20th April TO CAPE TOWN was cancelled and refunded on 12th May 2023 into EDreams account Card number 553503******1111 for R3017 to be returned to my account payee MRS D BOTHA amex account.

To date this has not been done. Please advise when this can be refunded.

The contact person who has confirmed the payment is REA KUNENE Customer Service Agent on [protected].

Her email address is [protected]@flysafair.co.za

Proof of payment was sent to me.

on Dogon.[protected]@gmail.co.za

Looking forward to your favourable outcome.

Booked a return flight through edreams, the booking was 'pending' so it still wasn't processed. During the 'pending' stage I phoned the CS line to cancel the booking and make sure it wouldn't be approved. The person on the line said that it was cancelled and wouldn't be confirmed, and the money wouldn't get out of my account (I specifically ask about that).

30 minutes later I receive an email telling me the booking was confirmed! That was the first problem ; customer service not doing what I had requested them to do although they told me they had.

2nd problem: As soon as I got the confirmation email I went on the Live Chat to talk to customer service again and ask them what happened and if they could please cancel my unwanted booking. They said that they had cancelled it, and although the money had come out of my account, it would be refunded in a few working days.

I even got an email confirming that the money would reach my bank account in the next 5-10 working days.

That was not refunded in the time that they advised, so I called them, and they initially told me that it was just a problem with the system, but they had sent the money now, and advised me to wait a few days more.

Which I did.

Needless to say, the refund was still not coming, so for about 2 months I called them every two weeks and was told a number of different reasons for my refund not arriving.

Every time they would advise me that the refund should be processed in the next weeks and I should call them back in two weeks if I still didn't have it (although they would say every time "you probably won't need to because the money will be there soon")

Now it's been 3 months, I grew tired of spending an hour on the phone every two weeks to get told an other b* reason, so I decided to reach out on twitter (I noticed they are quite reactive on twitter).

They keep sending me a copy and paste of the same message, telling me that I will receive an email soon and they have sent my query to higher management.

Still no sign of the refund or of any email from "higher management".