eDreams
Reviews and Complaints

I made a booking on Thursday 22/09/2016 and the payment screen displayed a failed transaction and stated declined card payment of amount £92.33. This resulted in booking with lastminute.com which went through successfully with no problem. However, the following day, eDreams processed the stated declined transaction and funds came out of my account on Monday 26th September 2016. After several calls to eDreams, I was informed (first a female, second a male) a refund of the full amount £92.33 GBP would be made as they traced identical bookings (eDreams and Last minute.com) for the same passenger.

In order to obtain refund from eDreams, I was told to complete the eDream online form for a refund. eDreams have acknowledged the completed form submission, but it is now 2 weeks and eDreams has failed to reply.

I've also contacted GermanWing airline who confirmed the refund has been processed and it would take 1 day to credit. But the refund has been credited to someone who works in eDreams and they are holding the funds. I appreciate if eDreams could process the refund of 92.33 as discussed over the telephone twice with 2 different staff members at eDreams Customer Service and or at least provide a response as indicated in their acknowledge email that they asked me to complete their online form.

"We will be delighted to help you with this or any other question or enquiry that you may have" - Your eDreams Customer Service Team

This is my first time with eDreams and with this service experience, I question eDreams trustworthiness and reliability.

I am really disappointed with this company I booked a flight and I did a misspelling mistake on a passenger name should be Rita and was Rta simple as that. On the moment, I get the confirmation I detected straight away the mistake and get in touch with the company has been a nightmare. Long hours waiting for someone answer my call, put on hold again, hang out my calls, no straight answers and after 15 days my issue still ongoing. I don't know what to do...booking was done at 20 Sep 2016 my reference nr is [protected] ... maybe is better my solicitor deal with it because I am stress with all this...

On 5 Sept 2016 I made a return flight booking JHB to Zanzibar and received a confirmation. The money was also immediately taken from my card. On 7 September 2016 I was informed that there was a schedule change and the flight from Jhb to Zanzibar has been cancelled. On 8 September I received an email that a "refund has been processed and credited to your card". According to my knowledge if it has been processed and credited it should surely reflect. Upon questioning I was informed that it takes a while? On 14 Sept I spoke to a consultant who informed me the money would reflect by 8 Oct. Today however I was informed it can take up to three months! I mean really?
I tried to find out what is going on with the flight from Zanzibar to JHB but could not get any answers. As it is peak season I had to make another booking as the flights are getting more expensive and they selling out. I did make a booking and had to pay for that as well! Today I received an email that an alternative flight is available on 4 January. First of all I can not return on the 4th I need to be back on the 1st. Secondly I couldn't wait until someone get back to me. The second airline that I booked with does also not allow for cancellations.
The consultant I spoke to today said that she would request for the flight to be cancelled and refunded as well but who knows how long this is going to take! Really this is such an inconvenience and unfair. I need that money! I have also seen that I am not the first person that had these issues. Can you please have a look and let me know what it going on as I really need to get my money back.

I booked a return flight to Ibiza for myself and my daughter with eDreams on 22 Sept 2016. Flying out with Thompson on 22 October 2016 and returning on British Airways on 25 October 2016. The booking has duplicated my surname in error, there was no probalem with my daughters. So the booking says David Dickson Dickson

I contacted Thompson who immediately removed the duplicate name and re-issued the ticket without charge.
When I contacted British Airways they said the booking agent would need to remove the duplicate surname but there was no mention of a fee for this.
When I called eDreams they said they would contact British Airways to get the duplicated surname removed. E-Dreams have e-mailed today saying British Airways want €30 and they charge €25 for this name change.
This is a duplicated surname that my assumption is the booking site has made in error as I would have no reason to type my surname in twice? This is not an incorrect name or a name change the flight is still for me I am just asking for the repeated surname to be removed.

I would like eDreams to remove the duplicated surname without charge.

e-mail from E-Dreams:

From: "Service Client eDreams"
Date: 29 Sep 2016 12:34 p.m.
Subject: EDREAMS 4RA7RW [[protected]-[protected]]
To: "David Dickson"
Cc:

Dear Customer,

Further to your request for a name change in your booking 4RA7RW, we inform you that such modification is allowed by the airline and subject to a 30EUR fee per ticket.
Please notice that the correction and the charge will be done on your card by the airline so your credit card details will be sent them

Besides, we would like to remind you that eDreams will charge a 25EUR service fee for any change in your booking.

If you want us to take care of the name change, you can confirm it by replying to this message.

We look forward to hearing from you in order to deal with your request.

Kind regards.

© 1999 - 03/03/2014 eDreams. All rights reserved. General Terms and Conditions and cookies usage Vacaciones eDreams, S.L. Sociedad unipersonal. con CIF B-[protected]. Registered with Registro Mercantil de Barcelone, Tomo 31.908, Folio 69, Hoja B200.680, Inscripción 1. Travel Agency Licence GC88MD. Passeig Zona Franca, 191-205, 08038, Barcelona, Spain. IATA number: [protected]

I called eDreams to correct a typo on my flight ticket and after 30 minjtes waiting in line the agent named PRAMOD informs me that I need to pay 50 Euros. I get rather upset about this and tell PRAMOD I do not consent to paying 50 euros, when i try to explain why I do not think it is fair for me to lay this, Pramod begins talking over me, will not listen and ends up shouting: YOU MADE A MISTAKE AND NOW YOU HAVE TO PAY! hanging up on me seconds later. I have never spoken to anyone so rude. Please listen to the conversation, its incredible.

I booked the above referenced flight for my family and I to travel from Caracas to Fort Lauderdale on December 26th. The airline was supposed to be Dynamic Air. Unfortunately and thanks to comments from a friend I found out by contacting Dynamic directly that they have cancelled the route CCS-FLL permanently. From the moment I found out I have attempted to contact your customer service agents to inform you about the route cancelation. 3 times I have called and 3 times I've encountered robotic, scripted customer service agents unwilling to listen and think for 2 seconds. They keep repeating the booking is still confirmed in their system. The first time I called, the lady stated it was going to be escalated to research and asked me to call 2 days later. I called 2 days later and the male agent just repeated that the booking was confirmed and sent me a confirmation email. the 3rd time I called was last night when out of frustration from hearing the same story about the booking being confirmed I asked to speak to a supervisor, got transferred to him/her and was placed on hold until the call was canceled, supervisor never came to the phone.
I hope you can imagine my frustration to think I could be sitting at the airport with my wife and 2 kids with a confirmed booking for an airline no longer flying. Even more frustration that the company I used to book the tickets though I unable or unwilling to help solve the matter.
At this point all I need is an immediate full refund of my money so I can by the tickets through a different airline before prices skyrocket.
I am out of ways and ideas on how to get your agents to understand and decide to help; to the point I am considering engaging a legal team to address the matter and maybe look into a class action lawsuit, I would be surprised I am the only person being affected by your lack of customer service.
Bellow I am copying the email response from Dynamic Air when I asked them to put in writing the information regarding the route, the communication was done in Spanish, I would assume someone in your staff would be able to read it.

De: Jesús Lorán (Dynamic International Airways LLC)
Fecha: 12 de septiembre de 2016, 17:48:26 GMT-4
Para: Maurren Sarcos
Asunto: [Dynamic International Airways LLC] Re: Fwd: HERNANDEZ/DAYANA 26DEC2016 CCS FLL
Responder a: Dynamic International Airways LLC
##- Por favor, escriba su respuesta por encima de esta línea -##
Your request (87426) has been updated. To add additional comments, reply to this email.

Jesús Lorán (Dynamic International Airways LLC)
12 sept. 16:48 CDT
Buenas tardes Sra. Dayana Hernandez
Gracias por contactarnos.
En referencia a su email, le notificamos que la ruta CCS-FLL-CCS (Caracas-Fort Lauderdale-Caracas) fue cancelada totalmente por motivos operacionales. La opción disponible es reembolso de su ticket. Para tramitar su reembolso por favor contactar a su agencia de viajes, para agilizar este proceso.
Presentamos disculpas por los inconvenientes causados.
Para mayor información, le invitamos a contactar a nuestro a nuestro Centro de Atención al Pasajero, a su disposición las 24 horas al dia, de lunes a lunes, a través de los siguientes números telefónicos:
• +[protected] (Si se encuentra en Estados Unidos)
• +[protected] (Si se encuentra en Venezuela)
De igual forma le invitamos a ingresar en nuestra página web www.airdynamic.com
Saludos cordiales,
Dynamic International Airways Team
Jesús Lorán

Maurren Sarcos
9 sept. 19:22 CDT
Estimados Sres Dynamic,
He recibido de edreams una confirmación de los boletos para diciembre en la ruta especificada ya que ellos me indican que en el sistema sigue saliendo el vuelo confirmado, necesito algún documento que valide el hecho de que la ruta está cancelada como le lo indicó la representante de Dynamic en el call Center
Enviado desde mi iPhone

I booked with edreams from lax to Seattle took my credit card an charged 241.00 dollars and then charged me another 21.59 and then again another 21.59 then i called and they told me it was a soft charge but i asked why twice with no answer and i left it alone that night i received a email from spirit airline that they cancelled the reservation because of non payment i contacted edreams again and said they didn't have a reason why they didn't reason why spirt airline didn't receive the funds from them so it was canceled i have called 5 times to get my money back it has been almost a week and still no refund of my total amount of 241.00 and the double charge of 21.59 stay away from these crooks looks like im going to take it to court STAY AWAY FROM THESE CROOKS

On the 29th September 2016 I was looking for a return flight from Ibiza to London. I found a British Airways flight, flight number 2727 advertised as £137.90 on the E dreams website. The flight was to leave Ibiza at 00:15 on Saturday 3rd September 2016.

After clicking to confirm that was the flight I wanted and filling out my personal details I then clicked to confirm my payment with E dreams. This process took no longer than ten minutes. I looked down to the receipt of payment and I had been charged £215.83 (A price jump of £77.83).

This was not the price I agreed to. I called the E dreams centre twice to ask for an explanation and potentially cancel my ticket. They told me to write on their 'Help me' section of their website. I did this, and received a follow up email straight away that my complaint had been received and they would reply as soon as possible. 5 minutes after booking this I looked up the same flight on E dreams to make sure I had not made a mistake. This time the flight was advertised as £92.66! I have taken a screen shot of this with the date and time clearly visible. To date, I still have not received anything from E dreams in relation to this.

Because I did not receive a response I was forced to use this ticket. I still have not received a follow up email to explain why this has happened. I emailed the customer service team again two days ago and again have not received a response.

I would like E Dreams to be held accountable for this scam. I’ve also read a number of forums where this has happened to others, however the mark up price they have incurred is no where near £77.83.

Conversation started August 17
Angry customer
8/17, 9:41in the evening
Angry Customer
I contacted your company to change a flight a few days ago. No need to say that I had to call 10 times. Your operators are so rude, and, really? All Indians? Cheaper? Disgusting. I needed to change a flight due to a family emergency, my mum got admitted to palliative care. She actually passed the last Sunday. You DID NOT HELP ME, you said that to change my flight I had to pay $1400, so I booked with another company. You are the most disgusting people I've ever come across. You don't care about your customers, you just want the money. If it was up to you I was not going to say goodbye to my mother for the last time. You should truly be ashamed of that.I'll make sure I'll let every single person that I know, or that I'll come across about this. No one should ever ever receive the treatment that you gave me.

August 18
eDreams
8/18, 3:14in the evening
eDreams
Hello
Thanks for your message, we would like to apologize that, on this occasion, your experience of eDreams was not satisfactory.
In order to help you, can you please provide your booking number.
Best regards
Nathalie eDreams

Angry Customer
8/18, 5:05in the evening
Angry Customer
ZNIUU [protected] I'd like to get a refund due to my family loss and your staff incompetence. I'm still do shuttered about it, it will be hard for you to let me change my mind about your company. Bad karma

August 22
eDreams
8/22, 4:50in the evening
eDreams
Hello
Thanks for your message, and we are really sorry to hear you are not satisfied by eDreams, and please accept our apologies.
As we checked in your booking history, you contact us to make a change on your booking. Our travel agents informed you about airline's fare conditions for a change or a cancellation.
We have to inform that eDreams can't pass over the fare rules of the airlines even in this case. We feel really sorry.
We advice you to contact with your insurance in order to know if they can do something.
As commercial gesture, we'll refund you the amount of eDreams fees : 61.95aud.
We remain at your complete disposal.
Warmest regards
Nathalie eDreams

August 23
Angry Customer8/23, 1:46in the evening
Jah Ja H
I don't if I should be offended by your $61, 95 offer or not. I spent $1700 with you, that is not good enough. You know what? I'm in customer service too and when we fail badly (as you did) we go beyond rules to make our customers happy. Again $61, 95 is just offensive.
I've already been in contact with an editor of the gold coast bulletin regarding your service. Let's see what public opinion thinks when they're going to read about you stealing money off customers. According to your social media feedback looks like I'll have a lot of people that will agree with me.
Regards

eDreams
8/23, 4:08in the evening
eDreams
Hello
Thanks for your message.
We'll answer you as soon as possible.
Best regards
Nathalie eDreams

eDreams
8/24, 5:45in the evening
eDreams
Hello,
Thanks for your message, and we are really sorry to hear you are not satisfied by eDreams, and please accept our apologies.
We contacted the company to know if a full refund of the ticket can be authorized in case of family death. As soon as, we have an answer, we'll contact with you.
We remain at your complete disposal.
Warmest regards
Nathalie eDreams

Wednesday
Angry Customer
8/31, 5:18in the evening
Angry Customer
I see that you forgot about me again. But I haven't forgotten the $1700 that you stole from me. Shall we go legal way or you can find a solution? I'll be more than happy to talk to your CEO, dear Nathalie.

This is what I have to deal with after I'm going through the biggest pain of my life.
I lost my Mum and you're making things worst by not wanting to give back 3/4 of my life savings. Everyone who reads this, share this story, every single person should know about this and never ever book with them.

I have called their contact number - it goes dead every time. There is a contact number next to my credit card charge but it is a different agency. This agency tried also to contact e-dreams to no avail. They are also aware of the bogus phone number on my charge.
My ref # to e-dreams is [protected] and the extra night in the hotel ref # is [protected].
My flight left on the 15th august but to the uk you do not arrive until the next day, the 16th. They booked the hotel for the night of the 15th. I cannot even find a way to get in touch with them.
Lauren fox

I purchased a ticket with edreams on june 15th 2016. Instead of being charged once for me my wife and my kids the amount of 450, 53 euros, EDREAMS charged me twice the amount of 450, 53 euros. I spend more than 10 hours waiting on the phone for a representative since june 15th to get my refund for the 2nd reservation their website did. There were obviously an error from their website. I did not book 2 reservations for me and my family for the same day and time. EDREAMS do not answer email. It is unacceptable. Today after 50 min of hold, I talk on the phone to a EDREAMS representative about the refund and he said they send 220 euros as a refund on august 19th. I did not receive any refund. EDREAMS are thief and stole 450, 53 euros from my family. EDREAMS are thieves and scam. Your company should be called ENIGHTMARE. this is the worst company ever

In June I booked a ticket via eDreams with Adria and Jet airlines (and also paid extra for an insurance that my money will be refunded). For certain reasons I couldn't travel and I cancelled my flight on time. The employee told that my money, circa 800 euros, will be refunded within 12 to 24 days. However, I still haven't received nothing until today. I called them several times during this period and they keep telling me that I will get the refund and that's all. Nothing else happens! The sum is big and of course very needed! I don't know what to do and who else to contact so I can get my money back. Please advise me for further steps.

Hello,

Edreams has taken an extra £35.99 out of my account even though I already paid for my flights which included an Edreams handling fee so I should not have been charged again 5 days later.

I would like an explanation and a refund immediately, this is unacceptable business.

Thank you.

Charlotte

If there is a trouble like cancellation of the flights or missed transfer flight due to an airlines' delay forget the edreams or their insurance provider.They do not back you or help you in anyway. They do not follow the situation and give advices to you either. There are several customer service representatives but they do not know what to do in these types of situations and either they give you false advices, or simply ignore you, tell you to wait, or they just pretend to not understand the overall situation and at the end you do not only lose your money but your time also get frustrated and feel deceived. In my case firstly, my flight was cancelled and later rearranged in the other day but then i missed my transfer flight due to the airlines' delay and at the end couldnt reach to my destination on time. Then I wanted to cancel my return tickets as well but always the company representatives told me to wait for the update, etc.I contacted to the insurer as well but the insurer refused to give back any kinds of a refund or helped me at all. Also, the process is so slow that you need to wait weeks in order to get a proper answer but at the end if you have the option of cancellation of your return flights and take back a minimal refund, you lose this opportunity due to no show as well. A completely disasterous service and all of their costumer representatives.You can pay extra money by being a vip customer and get an insurace but still everything is completely useless. No help at all in case somethings go wrong!

Hello,

[protected] is my booking number, I booked a trip to Belfast using your website after double checking all my details I put my card details in and purchased the deal when I put my card details the price of the total trip was £235.57 the website took about 3 minutes to complete the card processing part and then said the total price of the trip was £275.35 ! that is not the price I had wanted to pay for this trip. After being on your website the best part of 3 hours trying to get your discount code to work which is on your website I had seen that this was not going to work and gave up and went on to buy the trip. This is a very misleading way to do business and I am extremely unhappy with the service I have been provided by your website. I would like to make a formal complaint as i have contact you by phone which i was meant to be contacted back about yesterday this did not happen after spend more of my money on the phone as you charge for your calls ! i have also contacted you via social media (facebook) as you at least reply to these questions and from what i can see on this page and on the facebook you are doing the same thing to ever customer. i would like a refund of the price going up as you had added "service fees" which were not clearly print which is against the law! i am extremely unhappy with the way i have been treated by your company and will be going to the financial ombudsman about this!

Regards
karen millar

Worst customer service experience of my life. Insurance was advertised by the company AON when I originally confirmed my flight, so I gave them my credit card information and everything else. However, there was an error and I received no explanation of what happened or whether or not my flight insurance purchase went through. I didn't know whether I had the insurance or whether it was fraud or identity theft or what happened. Totally suspicious. Then began my nightmare phone ordeal. The first time I called edreams, I wanted to change my departure time. The employee gave me an incorrect number for The airline, which wasted my time. I had to call back several times, receiving incorrect information several times such as the fee for changing flight times. My worst experience was with supervisor JASMEET. One of the rudest people I have ever dealt with. He gave me an incorrect price of $50.00 for changing my flight, then I corrected him and he changed it to $10.00, and sounded angry and started to raise his voice when I asked him why everyone was giving me different prices. He called me a liar several times, especially with regards to the strange insurance happening, even though I gave no false information.He disconnected my call when he got tired of answering my questions, and then when I called back he denied doing that. He refused to give me any information about how to contact the insurance provider that was listed on the edreams website, and finally after I had to bother him many times, he told me the name of the provider but refused to help me with any contact info and simply told me to google it myself. Rude, abusive, unhelpful, and dismissive are the words to best describe Jasmeet. I will never use eDreams again and I will tell all of my friends the same. I will also report them to the better business bureau for false advertising, as the only reason I booked my flight was because I was told insurance was available, but I when I went to confirm the transaction, an error that wasn't my fault but theirs prevented me from receiiving all the benefits that were advertised.

I purchased a ticket from edreams, booking number [protected], frankfurt de to alexandria la usa. It has been a week, yet there is no record of a reservation with united. I received a booking confirmation email with a reservation locator number, yet the edreams website says that my booking is still "in progress". I am very concerned based on other traveler's experience. I have reached out to customer service on both facebook and twitter to receive an updated status, but have received no response. Have i been scammed?

We bought 2 tickets for the flight on 29.06.2016 from IStanbul Ataturk Airport to SAn francisco Airport by Air France from edreams.com. BEcause of the terrorist attack at the Ataturk airport the flights were cancelled. We applied for a refund by calling edreams contact number nearly 1 month ago. We were told to wait for 3 weeks. Now 5 weeks passed . Still there is no refund or no reply about the situation. How long do we have to wait more?

My plan was to go to Basra to see my family.

The flights were purchased, but without me knowing, one part of my journey had been cancelled, and edreams failed to inform me.

Then the journey, on arriving in Basra, I realised one of my bags was missing, so I asked my husband to inform them, as I didn't have any form of communication with me at that time. My husband spent the best part of 30 minutes on the phone going through a series of levels, only to be told at the end, that the other party had hung up.

I tried calling them three times with the same happening every time. All I can say is, they have a phone system in place, but it's poorly maintained, as I wasted a lot of time and money calling it.

I arrived in Basra on the 31st July, its now the 4th August, and my bag still hasn't turned up. I have contacted Royal Jordanian Airways, but the same poor level of professionalism has been recieved, as if no one cares.

If you are reading this complaint / review, I suggest you stay away from both edreams and Royal Jordanian Airways, and try flying with Emirate Airways instead, as their customer service beats this lot hands down.

Many thanks,

Rana

We booked 2 tickets roundtrip BUD to OSL and return reference # [protected]. When the choice came economy or business I chose business so that I can have roomier seat and quick checkin, more baggage allowance etc. When I received the confirmation it said economy. I called customer service who fixed the mistake and he couldn't understand why that happened with the price I paid. My new confirmation arrived promptly with Business printed as class. All good. Then I noticed that there was a charge for flight cancellation insurance which I didnt check! But the website tricks you by checking it so you have to uncheck it. So I paid 63euros for that. Now flight time at Budapest. No Business checkin. No reserved seat. No business class... Ended up cramped in row 27. Economy all the way. I called the airline Norwegian Air Shuttle. They were very apologetic but angry that eDreams says there is a business class for their flights. They don't have, and said you misrepresent their airline. Just economy and flex. And in fact at a better price. So much for cheap deals. And that flex fare which we unknowingly purchased, includes reserved front row cabin seats, extra baggage, FREE trip cancellation and quick fast track check in. So we really got cheated by eDreams. He was nice and got us seats in front for return. But he said this was eDreams sale and you must resolve the fare issue and refund difference in price. And refund the flight insurance which is included anyway in the fare!Terrible start to a vacation. I have been booking flights for years several times a year and never had an issue. Till eDreams.
After I read all the complaints with this company and I am sorry I ever used the website.