eDreams
Reviews and Complaints

Hi there

I booked a flight a couple of weeks ago with the wrong name for my partner and on realising this contacted your team to alter the name of the passenger flying with me.

On the call I was told the change would be simple and would take no more than 48 hours to change.

Since then I have called numerous times, in the region of 8 I think, speaking to the supervisor of your customer service team in India and also your head office in London on 3 occasions and this has still not being dealt with.

I am now due to fly in two days and am extremely anxious that my partner will not be able to fly because of the name on her passport being different to that on the booking.

Have spent close to 3 hours on the phone with edreams, I phoned the flight carrier - Norwegian Air myself to find that although I am not able to make the change, it is a very straightforward process from there side, and would take a simple call from you as the agent to make the change, something I expected and has only heighten my aggravation that you have no dealt with this in the time process at the very outset.

I have called your Head Office this morning again, to be told that I should hear back by email in another day by email, after which point I will have to call back to the customer service team to confirm the changes. Obviously I have very little faith that this will be sorted.

My final request was to receive a call from the supervisor of the department on my mobile phone to discuss the process and ensure this case is going to be dealt with, which seems more than reasonable considering the situation. I can only hope that this simple request is met.

I have used edreams many times in the last 10 years but would no longer consider it after the painful process I have go through.

My final request is to receive all of the information you have on your system in relation to this booking, all records of calls I have made and information relating to the teams activities following these calls. Please send them to [protected]@gmail.com.

And a question for you - in an instance that this is not dealt with before I go to the airport and my girl friend is unable to fly due to the booking not being amended, who's fault will that be?

I look forward to your response and hold my breath that this will finally be dealt with.

Best

George Vernon

As I explained I booked me and my brother on a flight only return to budapest from leeds and bradford aireport 19 august till 2 september and he was doubled booked within 24hours of me booking him I rang jet 2and they canceled him off to which iam still going and edreams took the money from my bank for him.. Even though jet2 had cancelled it. They also say that edreams shouldnt have taken the money for him meanwile I received an email regarding this matter however they said they would be a delay of 12 weeks. Iam dissapointed in the way this case has been handled. A lso my brother has paid his own money on the same flight at the same time so were is my money?.

Hi,

I had already booked a flight and hotel for a trip to Milan.
However when I arrived at the hotel, they told me that edreams has not paid for the hotel yet, and I have to pay for it myself (again!).

I called the edreams in USA, and the person in charge told me that the intermediate company which books the hotels has been bankrupted, and edreams will refund the whole payment for the hotel.

Now, it is about some days I have sent an email to edreams service client, but no reply is received and no money is refunded. Unfortunately it is really annoying!

How to get my money back?

We have bought two flight tickets through eDreams. One from Athens to Istanbul (23rd of July) and another one from Istanbul to London (27th of July). After the coup attempt in Turkey we decided we should not go to Turkey given that it was too unstable. We have called the eDreams to cancel the flight and they did not cancel it. Instead, they said we should call the airline for ordering the cancellation. We have called the airline and they cancelled the first flight from Athens to Instanbul and gave us a total refund, however, they could no cancel the outbound flight to London because the agency (eDreams) bought the outbound ticket through the website instead of their internal system. Because of this, only the agency was responsible for getting in touch with the airline to cancel the flight and ask for a refund.

We have been calling eDreams for one week already and they did not sort out the situation. The airline told us that they would give us the refund and the only thing to do was the agency to call them and cancel the flight. Last week we were in Greece (Mykonos) and we lost every morning of our trip because we needed to call eDreams (Monday, Tuesday, and Wednesday). For instance, only today (25th of July), I have spent 50 minutes on a call with eDreams without any resolution of the problem. The agency says they will email the airline and we should call them back after 24 hours. However, they have already sent an email to the airline and said the same thing on the 21st of July. We called them back today and no reply had been given.

We need to have our refund of the flight from Istanbul to London but eDreams do not treat us respectfully and keep postponing the situation.

I booked two flights through e-dreams; reference number: [protected]. The flights were from Cairo to Athens and from Athens to Milan. The clock changed in Athens which altered my flight time. I was not informed about this what so ever. This caused me to miss my flight to Athens and consequently my flight to Milano. I have evidence of being at Cairo airport 2:30 hours before the time indicated on my ticket and I discovered to my shock that e-dreams did not inform me to the change in the flight time. I called the call centre who did not help me and hung up on me twice and left me stranded in Cairo causing me to miss my flight from Athens to Milano and another flight which I booked with a different company that was from Milano to Barcelona. I would like a refund or another ticket to get to Milano.

I booked a flight to Barceona for my 15 year old daughterthrough eDreams. The airline was RyanAir. AFTER 9and ny after) I had paid for the ticket, which inlcuded giving my daughter's date of birth, I received a coifrmatory email from eDreams, the small print of which informed me that RyanAir did not allow under 16s too travel unaccompanied. I admit I did not see this untill it came totrying to check in online with Ryan Air who informed me she could not travel unless I could find an adult to travel with her (4 days before outward flight). Ryanair do not give any refunds.
eDreams basically washed their hands of it and said I should have checked with the airline first.
I think this is iniquitous - if I had booked direct with RyanAir I could not have proceeded past the age point and could not have been charged. Edreams simply takes the booking regardless.
i found them unhelpful and annoying. Luckily I managed to get a last minute booking for the child so she was not disappointed but I am over £200 out of pocket (and to add insult to injury I took out insurance with them, which also will not be refunded). Uselss company. Too much small print. Will NEVER use again

I booked flights with edreams booking ref: [protected]

I booked with edreams and supplied my card details to edreams once. For some reason edreams have chrged me twice for this.

I have since requested a refund but edreams keep emailing me saying I have to contact ryan air and vueling to obtain a refund. I do not understand why this would be the case as it was edreams who has made this error and edreams that has incorrectly charged me twice as I booked through you and paid once but you have took the money twice.

I would appriciate someone coming back to me regardiong this as you have basically stolen over £70 from me which I have been paying interest on. The help section on the edreams page is automated and useless.

At the end of june I booked a flight from cambodia to macedonia (Phnom penh to bangkok to tehran with air asia, then tehran to istanbul to skopje with pegasus) through edreams.

Around the 7th of july I noticed my last name was written twice on my ticket confirmation (I. E. Showing as joe bloggs bloggs rather than joe bloggs). I immediately contacted both air asia and pegasus to check if this was in fact an error or simply a quirk of the way the confirmation email is printed (I did attempt to contact edreams as well but the call was repeatedly cut).

Pegasus stated the way it was written was fine and no change was necessary. I wasn't entirely convinced of this and, without that in writing, I indicated I would like to remove the duplicate last name just to be safe. They stated this would need to be done through edreams as they were who I booked through.

Air asia on the other hand were happy to change the name on the spot, free of charge, and did so.

Since the 7th of july I have spent over two and a half hours contacting edreams customer service, either talking to operators, on hold, or being cut off from calls. I have phoned over a dozen times. All to try and change the pegasus airlines section of the ticket.

1. On my initial calls, usually taking about 15 minutes each, the operator I spoke to would briefly put me on hold as they attempted to contact pegasus airlines (For all of a minute or two). They would then return, claim they couldn't get through and tell me to call edreams back later. So roughly 15 minutes of phone time so they could make a 1 minute attempt at contacting an airline I had already managed to contact myself. This repeated over a half dozen or so calls.

2. During my last three calls I was told I was now on a "call-back" and would be contacted by edreams in 24 hours. I have not once received these calls promised by edreams.

3. The last two times I called to chase these up I have been told emphatically that I need not contact edreams again as they will contact me. Likewise, I have heard nothing.

What should be a simple correction, one that may not even be the result of an error, which I could no doubt have corrected on my initial phone call to pegasus if it weren't for the fact I had booked via edreams (Lesson learnt), has now become an ongoing saga taking up time and costing (Calls from cambodia to their spanish office) during a trip where I would rather not be struggling with this kind of thing.

Moreover, edreams claims the correction will cost £25 (Their charge), another undisclosed sum (The charge from pegasus), plus the cost of the re-issued ticket (Which I hate to think what that will cost!). Each day longer this takes, escalates the cost - a cost I am now determined not to pay given the utterly appalling customer service I have received and what appears to be intentional delaying tactics.

At this minute, just hours before I am likely to be on the road again with limited phone/internet access, and just 2 days before I fly to tehran nothing has been resolved. I am under specific instructions not to call edreams. But as things stand, once I reach tehran I will not be allowed to board my plane out! This situation is kafkaesque.

I have now taken to recording my phone conversations with edreams so have this on record for the inevitable fight over payment.

Be warned! Based on this experience I would discourage anyone from using edreams. You will not only be left high-and-dry if you need support, but they appear to actively inhibit you, at substantial cost, from resolving issues!

At the beginning of march 2016 I booked a ryan air flight with edreams:
Numéro de référence edreams: [protected]
Aller ryanair jkywpf de bordeaux (Bod) à bruxelles (Crl)
Retour ryanair jkywpf de bruxelles (Crl) à bordeaux (Bod)
1. Adulte aller: 1 (20 kg.) retour: 1 (20 kg.)
2. Adulte aller: 0 retour: 0
Here you will see I paid for a 20kg bag to go and come back.
However on the retun leg ryanair charged me 30€ to bring my bag back to bordeaux?
Despite sending all the original paperwork and even edreams agreeing there was a mistake and will credit me, I am still waiting. You can be sure after calling them 10 times im a bit fed up now. Its the principal. No scruples is what I say.

Booking Ref: [protected]

I made a booking for my daughter travelling from Johannesburg to Harare return. The first leg of the trip (11th July 2016) was not a problem and went smoothly. However on the 11th July 2016, we received an email in French advising that changes had occurred on the booking, instead of a 10am flight now its 7am for the return leg. 7am flights on other airlines were even cheaper than this and we had opted to pay a bit more for a later flight! There is no cost adjustment either for this huge inconvenience.

After some google translate help i was able to figure this out! The number to call was a french one and on calling everything is in french therefore i didnt go far with that. I responded to the email requesting them to send me emails in English and that i wanted to know what the issues were and action to take on the 12th and 13th July. No response came back. After reading some horrible service experiences with this company, i was able to locate a US call centre number which i called. I was on hold forever and by the time i agreed to the flight change, the funds had run out. I am not calling again and being put on hold for so long. There is no email confirming any of these changes. I wish i had stuck to tried and trusted Expedia instead of saving a few bucks.

Be warned...book with EDreams at your own risk. I am never ever using them ever again. Frustrating people with no sense of service.

I bought a ticket online but used wrong CVV code. Although the confirmation email came through there followed another email saying I needed to complete the booking details (that is when I knew I entered the wrong CVV code as had made booking with from memory but checked the card details when I saw the email). I actually made a booking direct with carrier (turned out to be cheaper anyway) but imagine my surprise when a few days later when I saw bank account debited by edreams. I complained to my bank and edreams and both deny that transaction could go through with wrong CVV. As with most internet services, complaints procedure is laborious and ultimately gets you nowhere. I have now 2 tickets on the same flight and even trying to cancel the edreams one is not easy. I might add that not including the service charge in the initial price calculation should be illegal. The web site is very confusing if you have any issues that you need to address. I will lose a lot of money on the cancellation and have wasted many hours trying to sort this issue out so WILL NEVER EVER USE EDREAMS AGAIN. I advise others to do likewise.

I booked 2 tickets in January for a flight tomorrow, 2nd July, from Brussels to Horta for me and my 5-year old son. I received 2 e-mails informing me of some changes in the "schedule" since January but the schedule actually looked the same. After trying to check-in online several times since this morning and getting an error message, I called the airline operating the flight and was told that they seem to be unable to check us in. I called eDreams and after a lengthy call was told that due to these "changes" performed by eDreams I am now unable to check in online and need to get to the airport 3 to 4 hours in advance to regulate this. Our flight is at 10am which means I am being asked to be at the airport at 6 am with my small child. That makes for a wonderful start to our journey! Lack of information and practices that made things more difficult for us, that's a very poor customer service eDreams.

I booked 4 flights on 28 May through E-dreams for 4 members of my family to travel on return direct flights from New Delhi to Rome with Air China departing on 26 July at a cost of £1597.71. My reference number was 67JNHN. I was issued with 4 e-tickets (and can provide the references if required) on 29 May which stated that the tickets could not be changed or cancelled. This was all fine. Then on checking my credit card last week I noticed that the flight money had been debited on 28 May and refunded on 30 May. When I contacted edreams I was told that the ticket had been cancelled. When I asked why they did not seem to know and could provide no explanation why I was never informed the flights had been cancelled (luckily I noticed the credit back to my credit card otherwise I would have gone to the airport with these tickets to find we did not have flights). When I asked e-dreams how they were going to rectify the problem they told me there were no seats left on the flights and the alternative they offered cost just over £2000 - (with Turkish airlines and jet air) which meant I had to pay over £400 more. I said I wanted to complain and they just told me to write an email. This bad experience means I have completely lost faith with e-dreams and I have now booked flights with Emirates directly at the same price quoted by e-dreams at just over £2000. I remain however £400 out of pocket and would like to request compensation from e-dreams

On April the 2nd this year I booked a return flight ticket Madrid-Sydney for my son. I made a mistake filling the details and instead of his full name (Ignacio Maria Sanchez de Leon Ramon-Borja) I wrote Ignacio Maria Sanchez de Leon Fernandez Alfaro (which is my second last name). I noticed this a week and a half ago and I've tried to change it since then, unsuccessfully. I contacted Edreams and they said they would call the companies to and they had to reply. The date was closer and closer and I decide to give the companies a call myself.
I've made multiple national and international calls (Barcelona, Singapore), talked to several people... and nothing could have been done to fix such a small mistake.

Edreams said to me there was no problem, that I had to talk to the flying companies. But since they are the travel agency, they should be able to fix it. That's what I was told this morning at Barajas Airport. Edreams have records of all my calls.

This morning (Saturday the 25th) my son lost his flight, he couldn't board, they wouldn't let him go through customers. Finally we had to buy another ticket. I would like to request a full refund.

Flight details:

Booking reference number: [protected]

Check in codes - 3483AA and G98P2Y.

My details:

Jose Sanchez de Leon Fernandez Alfaro
+[protected]
[protected]@ofinco.com

If you request further details you can reach me at any time on my phone number.

Regards,

Booking cancelled by eDreams without reason and notification
Booking Reference Number: [protected]

I received a Booking confirmation from eDreams for a Lufthansa flight. I called Lufthansa several days after the booking in order to reserve a baby bassinet only to find out that the booking had been cancelled by edreams a week after I made the booking.
In a 40 minutes Telephone call with edreams Customer Service, this is what happened:
1. edreams customer service told me that the booking is confirmed
2. Once I stated that Lufthansa said that booking does not exist, the edreams customer service told me that the booking was cancelled as I was sent an email with a query about baggage which I did not repond to.I had received no email from eDreams besides the booking confirmation
3. After few minutes of discussion, eDreams Customer service agreed that no email was sent to me except the booking confirmation.
So no communication was sent to notify me of the cancellation!
4.They still insisted that the only choice for me was to make a new booking. After a lot of discussion I was told that I will be given the same flights with equal or lower price.
4. I was put on hold for about 7 minutes and was then told that the fare available now is twice the original fare and that nothing lower could be offered.
5. After 40 minutes of discussion, I hung up and contacted the customer service via contact forms on their website hoping for a better response. In response to this, I received an email saying that my booking has been cancelled about 16 days after the booking!

So in case I hadn´t called Lufthansa to reserve a baby bassinet, I would be at the airport with my bags and a one year old baby only to find out that I do not have a booking! This is the most unprofessional company that I have ever come across.

WARNING: DO NOT EVER BOOK YOUR TRAVEL via eDREAMS

June 14 I book my trip thou dreams from miami to gothemburg sweden. They send me confirmation number and charge my account.
Next day they send me a email saying the price went up in $450 del
So reservation was canceled
Still waiting for my refund already 7 days and no money
Call every day and they tell me different stories
I am overdraft in my account since I need to buy same ticket thou another company
Please don't do business with e dreams they play with your time and money

I booked a Vueling flight via eDreams on 02.06.16 for a flight on Sunday for 31.07.16 to Zurich for two passenger booking reference [protected]. On 03.06.15 I received an email from Vueling to say “your flight will not be operated”. They stated that they would be refunding full amount to eDreams, and should be in my account within 5 to 7 days. A week later and still no refund so I contacted eDreams on 13.06.16. eDreams confirmed refund of £205.94 instead of £256.50., After contacting them AGAIN I was informed under no circumstances would they refund their service charge. I have basically paid £50.56 for nothing! It is apparent that they are making money for nothing! Travellers need to be aware and must read the small print before they book.

I've been in contact with eDreams for one month to clarify an overcharge of fees and I can not get a straightforward answer.

My problem is not with my booking, but with the fees that I was charged.

eDreams has asked me to revel my credit card numbers over email and phone. This is not secure. I will not revel my credit cards number.
I've sent my bank statement with all the charges made by the company and with that and the information you have it should be enough for them to see the overcharged fees and make the refund.

In May 6th I maid a reservation for 6 people for one flight from Singapore to Hong Kong and from Macau to Singapore.
I received an email stating that the first flight was confirmed but that the second one was pending. I was charged for the first flight - 883, 59S$. The invoice I received from the Flight Company was for 702S$. Therefore I paid 181, 59S$ for eDreams fees.

As the flight form Macau to Singapore had not been confirmed I made a new reservation in May 10th.
For this Reservation I was charged 1047, 96S$ + 64S$ of fees.

Edreams charged me fees for a flight that the reservation was not confirmed. That is not correct!

Since the middle of May that I've been in contact with the company asking for the refund of the fees and a proper evaluation of this situation.
Since that time I haven't received one decent and proper answer. How is that possible. One month to clarify such a simple matter.

- I purchased a ticket in September of 2015 (Ref# 5H84EI) at the price of $1496.17, September 14 2015 to be exact. The ticket was a "Premium Economy" flight from Catania to Denver, a few days after booking and paying, of course, my flights were involuntarily changed. The changes had me landing at one airport in New York, AFTER my next flight at a different airport, also in NY. After trying to resolve this issue with eDreams, they offered me options, one was to downgrade my seat to strictly economy, without compensation. The other was a refund, which I still have not received. I declined the downgrade because I like to have the extra space when flying long hours over large bodies of water, I'm 76inches tall, also why would I downgrade to economy without some type of compensation? Seemingly, this would have been an easy fix with plenty of time to spare as my travel dates were in January.
- Today is Sunday, 5 June and I still have yet to receive my refund. When I call customer service, monthly, I am told they have sent a request to the airline for the money. July will be the 10th month that I have yet to receive a refund, how much longer do I have to wait? I feel like I have been more than patient with this situation, at this moment I think more people should know about this shady and unfair practice. I feel like this company has robbed me for a substantial amount of money. My advice to anyone reading this is not to do business with them.
- I paid for a service through this company, it was changed and not by choice. I am not a rich person, nor did I lend or invest this money to the company with expectations of a return. How long do I have to wait, or am I just being stalled in hopes that I will give up and let the situation go? My new goal to is spread my situation as far and wide as possible, people need to know and understand who they are putting there trust into.

I booked through the eDreams website for a flight with Monarch airlines. Afterwards I had to add hold luggage to the return flight which Monarch did and charged me for a total £56. A week later I received a bank statement which showed eDreams AND Monarch had both charged me for the hold luggage. Since I booked it with Monarch my issue is with eDreams who told me that that what they charged me was a "service fee". After days of speaking to them and emailing them it became clear that they had no intention of refunding this unwarranted fee. I have since googled eDreams and I can see that many people have fallen foul of this incompetent and probably fraudulent company. AVOID!