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eDreams

eDreams review: Fraudulent claims and withholding of money 112

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12:42 pm EDT
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We have also experienced awful service from eDreams. 2 days ago, I tried to book a flight for my mother who was intending to travel from Budapest to Malaga. After checking the various options and availabilities on eDreams' site, I went ahead and booked the flight and eDreams deducted money from my account.

Within one hour, I received an email from eDreams saying there was a problem with their system and that they could not grant the ticket. I immediately contacted them and was told that they would not be able to refund my money for several days (no specific date), leaving me in a massive dilemma, as I did not now have the funds to book an alternative flight with another company.

After countless phone calls and emails, they still refused to offer an immediate refund or an actual flight on the time we had specified. All the while, they continued to advertise the same exact flight, enticing other people to pay for a ticket to something eDreams know damned well they cannot fulfil.

It is pretty clear that eDreams deliberately scam people into booking flights that they cannot deliver, take their money, hold that money for an undetermined amount of time and cause distress to people who simply want to book a flight!

I have spent the best part of the whole day today, speaking with countless people at eDreams, each of which has told me a different story; one said it would take 1-2 days for a refund, one said it would take up to 5 days and another said it would take between 5-10 days! I’ve checked online for experiences of other eDreams customers who have said it took up to 30 days before they received a refund! If you consider how many times this must be happening, it soon becomes evident how much money eDreams must have sat in their accounts, earning interest at our expense.

Given the current economic uncertainty, I would encourage everyone to avoid eDreams and any other comparison site operating in this manner, like the plague!

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Update by Notfair
Mar 23, 2009 3:06 pm EDT

By the way, I constantly asked for a more senior person to deal with my complain, they kept passing me over to a colleague at the same level and said "it is not company poilicy to transfer customers to more senior members of staff".

After a while, they simply hung up on me! So much for customer service! Several hours later, eDreams are still advertising the exact same flight, knowing full well it is not available!

I have done some very simple checks online for the directors of eDreams, whose names appear on LinkedIn:

http://www.linkedin.com/companies/edreams

Javier Perez Tenessa, CEO
Xavier Pladellorens, Online Marketing Manager
JOSEP BERNAT, Director de precios - CAO y de la oficina de proyectos
Nico Bour, New Media Marketing Manager
Mauricio Prieto, Managing Director

The customer service staff told me they had never even heard of the company's CEO Javier Perez Tenessa!

Given the current economic uncertainty, I would encourage everyone to AVOID EDREAMS AND ANY OTHER COMPANY THAT DEALS WITH CUSTOMERS IN THIS MANNER. LIKE THE PLAGUE!

Dec 01, 2011 6:20 pm EST
eDreams customer support contacts
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1º 5 Calle del Conde de Peñalver, Madrid, ES

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Dear Customer,

We apologize for the inconveniences, would you please send us an email to: edreams.onrep.en@edreams.com, our representatives will help you immediately

On our Web page you will find our phone numer: 1900 9451999 and customer service email: customerservice-us@edreams.com

We look forward to receive your email so we can better assist you.

Regards,

eDreams
Oct 30, 2014 7:27 am EDT
eDreams customer support contacts
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1º 5 Calle del Conde de Peñalver, Madrid, ES

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Dear customer,

Did you have any incident with an eDreams booking we could help you with?

We'll be pleased to help you out if you let us know your case. Please, we kindly ask you to fill the following form and we'll contact you shortly:

www.edreams.com/engine/call_center/eptica/?isTrustPilotUser=true&supportTab=contact

Regards,

Frank - eDreams Customer Care Team
Nov 20, 2014 10:19 am EST
eDreams customer support contacts
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1º 5 Calle del Conde de Peñalver, Madrid, ES

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Dear all,

@Notfair: we are very sorry to hear that you have experienced such difficulties to get in contact with us and get your case resolved. Could you please let us know your booking reference in order to check what has occured and how we can help you?

@Boris-Jerusalem: should you have not received your refund yet, please provide us with your booking reference and email and we will look into your case carefully.

This is the contact form to send your booking references and email address:

www.edreams.es/engine/call_center/eptica/?isTrustPilotUser=true&supportTab=contact

@Abbymilam: I have already found your case and I have passed it on to one of our agents, who will contact you shortly.

Our apologies to you all regarding all the inconveniences that we may have caused you.

Regards,
Frank - eDreams Customer Care Team
Nov 21, 2014 7:01 am EST
eDreams customer support contacts
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1º 5 Calle del Conde de Peñalver, Madrid, ES

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Dear Abbymilam,

As our agent Natasja has informed you via private email, we have already requested a refund but has not been aproved yet by the airline. We'd like to inform you that, as per our records, there is no cancellation insurance included on your booking.

Should you have further inquiries regarding this issue, do not hesitate to contact our agent Natasja.

Best regards,
Frank - eDreams Customer Care Team
Dec 02, 2014 10:55 am EST
eDreams customer support contacts
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1º 5 Calle del Conde de Peñalver, Madrid, ES

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Dear Abbymilam,

We'd like to inform you that we processed your refund yesterday. Please, note that it might take several days to receive this transfer in your bank account.

Our apologies once again for all the inconveniences regarding this issue. Should you need assistance on this or other case, feel free to contact our agent Natasja via email.

Regards,
Frank - eDreams Customer Care Team
Jan 21, 2015 7:21 am EST
eDreams customer support contacts
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1º 5 Calle del Conde de Peñalver, Madrid, ES

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Dear Amit Gupta 15,

I have just read your message and I have already passed your case on to one of our agents, so we treat your case in priority.

Regards,
Frank - eDreams Customer Care Team
Jan 29, 2015 5:29 am EST
eDreams customer support contacts
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1º 5 Calle del Conde de Peñalver, Madrid, ES

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Dear customer,

Could you please provide us with the booking references so we can check your case in detail?

Thanks in advance,
Frank - eDreams Customer Care Team
Feb 18, 2015 5:47 am EST
eDreams customer support contacts
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1º 5 Calle del Conde de Peñalver, Madrid, ES

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Dear Angry customer!111,

Could you please let us know your booking reference and email address by replying to the private message we have just sent you?

With this information, I'll be able to retrieve your case and contact you shortly regarding your refund.

Thanks in advance,
Frank - eDreams Customer Care Team
Mar 09, 2015 9:26 am EDT
eDreams customer support contacts
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1º 5 Calle del Conde de Peñalver, Madrid, ES

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Dear PHAM THANH MINH,

Could you please let us know your booking reference so we can find your case and contact you?

Thanks in advance,
Frank - eDreams Customer Care Team
May 21, 2015 4:38 am EDT
eDreams customer support contacts
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1º 5 Calle del Conde de Peñalver, Madrid, ES

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Dear marktraveller,

Thank you for your comments and please accept our advanced apologies for any inconvenience caused.

Please respond a private message we have sent you, so that we can look into your case and update on a refund status.

We kindly remind you that you can file a complaint by filling a claim form available on our official web site. Please make a click on the below link to find out how:
http://www.edreams.com/engine/call_center/eptica/

Warm regards,

Nicole
eDreams - Customer Care team
Jul 01, 2015 10:54 am EDT
eDreams customer support contacts
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1º 5 Calle del Conde de Peñalver, Madrid, ES

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Dear Sam4sit

We would be happy to assist.

Please respond a private message we have sent you, so that we can look into your particular case.

Kind regards.

Nicole
eDreams - Customer Care team.
Jul 07, 2015 4:10 am EDT
eDreams customer support contacts
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1º 5 Calle del Conde de Peñalver, Madrid, ES

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Dear ar.richa,

Thank you for bringing this matter to our attention.

As we could verify, one of our agents had treated your complaint and after checking the ticket issued by eDreams with the airline was advised that that was, which you flown thus, a refund has to be requested for another ticket you have arranged through the alternative channel.

In any case, we have transferred your comments to the agent in charge of your case in order to review your complaint.

We hope the matter would be solved quickly and favorably.

Warm regards.

Nicole
eDreams - Customer Care team.
Jul 21, 2015 9:09 am EDT
eDreams customer support contacts
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1º 5 Calle del Conde de Peñalver, Madrid, ES

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Dear Jasmine,

I'm very sorry to inform you that there was a small mistake on the e-mail address registered at time of booking, which was impeding you to receive any communication of ours.

As we could verify, a refund had been already processed by the airline. We have transferred your comments to our agents and hope you would receive a refund within this week.

Kind regards.
Nicole
eDreams - Customer Care team
Jul 25, 2015 2:24 am EDT
eDreams customer support contacts
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1º 5 Calle del Conde de Peñalver, Madrid, ES

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Dear Genna Mumford

On behalf of eDreams we thank you for your comments and for the chance to remind to all eDreams users, that in certain cases, a booking confirmation may take up to 24h. Furthermore, the second communication “confirmation e-mail” would not contain a paper ticket, but a direct link, which would appear highlighted in a blue colour following the booking reference.
We were happy to learn that one of our agents has treated your particular case and provided the e-ticket for the correctly confirmed flight reservation.

We wish you a magic journey to US ;)

Warm regards.

Nicole - eDreams
Jun 03, 2016 8:38 am EDT
eDreams customer support contacts
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1º 5 Calle del Conde de Peñalver, Madrid, ES

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Dear customer,

We are sorry if your recent experience was not satisfactory on this occasion.

We would be happy to look into your case. For that purpose, please respond a private message we have sent you.

Warm regards.

Nicole - eDreams
Jun 03, 2016 8:38 am EDT
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1º 5 Calle del Conde de Peñalver, Madrid, ES

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Dear Criscris

Unfortunately, due to some web issues, we were not able to sent the message.

Please feel free to contact us making a click on our logo and then "sent the message".

Warm regards.

Nicole - eDreams
Sep 08, 2015 4:29 am EDT
eDreams customer support contacts
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1º 5 Calle del Conde de Peñalver, Madrid, ES

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Dear Nexhmie, Sudipta,

Thank you for providing your booking references, we have transferred your comments to one of our agents in order to look into your cases with care.

Warm regards.

Nicole - eDreams
Oct 23, 2015 10:29 am EDT
eDreams customer support contacts
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1º 5 Calle del Conde de Peñalver, Madrid, ES

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Dear Rebecca,

Thank you for contacting eDreams once again.

Your booking attempts could not be confirmed, unfortunately.

No charge was made with this regards.

Please note that sometime, the financial institutions temporarily block the amount of available credit until the final charge is made, and later reverse the temporary charge. The client may temporarily see such duplicate charges, but one of them will automatically be reversed by the financial institution.
Amounts withheld in this manner will disappear automatically from the card statement within approximately one or two weeks.
Remember that such amounts are withheld by all travel agencies, and that these are not isolated incidents in Spain, as they are caused by the operations between financial institutions, the companies issuing debit and credit cards, and IATA. Travel agencies give the order to issue the ticket, but the payment collection processes are handled by the parties mentioned above.

We remain at your disposal for any further questions.

Kind regards,

Nicole - eDreams
Oct 29, 2015 4:51 am EDT
eDreams customer support contacts
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1º 5 Calle del Conde de Peñalver, Madrid, ES

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Dear Rebecca,

Thank you for your responses.

After having double checked, we hereby confirm that the payment did not went through and that the charge you may see, will disappear automatically from the card statement within approximately one or two weeks.

Kind regards.

Nicole - eDreams
Mar 04, 2016 7:26 am EST
eDreams customer support contacts
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1º 5 Calle del Conde de Peñalver, Madrid, ES

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Dear Reviewer68419,

Thanks for posting your review and bringing this matter to our attention.

We would like to inform you that as stated in our Terms and Conditions, your ability to cancel or modify a booked product depends exclusively on the airline's fare conditions. In this case, we would like to check the fare you have booked in order to advise you if cancellation within 24 hs was permitted or not.

In order to do that, we have sent you a private message requesting you your booking details in order to assist you further.

We hope to be hearing from you soon.

Kind regards,

Lucy - eDreams Customer Care Team -
Mar 04, 2016 7:36 am EST
eDreams customer support contacts
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1º 5 Calle del Conde de Peñalver, Madrid, ES

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Dear Reviewer17973,

Thanks for posting your review and giving us the opportunity to explain you how eDreams prices work.

From the first moment you start a purchase in our website, the price displayed is the final price, which does not include additional services/products that may be optionally added by the client during the purchase process.

For the benefit of our clients, the price displayed in the first step of the purchase process is the cheapest fare in our website, which offers a discount provided that payment is made with a special discount card. However, in the same step, we advise our clients that other method payments will be found in the "Payment Method" box. This will show the new prices in accordance to your preferred payment card.

When you reach the payment stage, if you enter a card different to the special card indicated, then the price will change to the new price for the service charge, plus any credit card fees. This is still before you commit to 'Buy It Now'.

Besides, we inform you that baggage fees depends on the prices offered by airlines and in any case, if the trip selected does not include free baggage, the baggage price is displayed so you may decide whether you include it or not.

We hope to have you informed accordingly and if you have made a booking with us and you have any further doubt regarding this issue, please do not hesitate to contact us back by replying our private message.

Kind regards,

Lucy - eDreams Customer Care Team -
May 31, 2016 2:00 am EDT
eDreams customer support contacts
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1º 5 Calle del Conde de Peñalver, Madrid, ES

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Dear Lizzymcmahon,

Thanks for posting your review in Complaints Board.

We have checked your booking and we have found that one of our agents is assisting you via Facebook.

Please contact her directly if you need further assistance.

Kind regards,

Lucy - eDreams Customer Care Team -
Jun 13, 2016 6:44 am EDT
eDreams customer support contacts
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1º 5 Calle del Conde de Peñalver, Madrid, ES

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Dear pringlrr,

We are sorry to read about your experience and we regret any inconvenience caused.

In order to check your case, can you please provide us your booking code?

We hope to be hearing from you soon.

Kind regards,

Lucy
Jul 20, 2016 5:58 am EDT
eDreams customer support contacts
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1º 5 Calle del Conde de Peñalver, Madrid, ES

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Dear MaxDase,

Thanks for posting your review and bringing this issue to our attention.

In order to check your case accordingly, we kindly ask you to provide us your booking code.

We hope to hearing from you soon.

Kind regards,

Lucy
Sep 08, 2016 8:29 am EDT
eDreams customer support contacts
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1º 5 Calle del Conde de Peñalver, Madrid, ES

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Dear Fabien,

We are sorry to hear that your seats have been booked twice however, we may assure you, that the booking is created per the customer directly when filling out the on-line form and entering the details into the reservation system. Had not you filled the form for the second time, the issue may lie with a double charge.

Kindly respond a private message we have sent you in order to look into your case further.

Best regards,
Nicole - eDreams
Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

112 comments
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V
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Victoriaquedatelo
GB
Jul 31, 2011 2:05 am EDT

E DREAMS -- AVOID AT ALL COSTS

THEY ARE FRAUDSTERS

AVOID, IT'S A SCAM

I will tell you what I know about eDreams, it has ruined my weekend so far and let's hope that is all... for what I know it could also ruin my trip to Buenos Aires, but let's keep our fingers crossed.

I was trying to book a ticket to Buenos Aires on thursday through edreams; when I thought I had done this, the website informed me "sorry, your payment didn't get through" no transaction etc. failed blah blah

that was all, end of story

Next morning, still planning to go to Buenos Aires, I book a ticket through netflights.com (bona fide site, no problems, as usual): all OK, booking, paying, confirmation emails, everything normal, I always book online, never had any problems.

Suddenly, about 14 hours after my transaction failed with eDreams, and an hour after I HAD BOOKED MY TICKET, there comes a (single) cheap-looking confirmation email that my flight was booked through eDreams. They had decided that, after all, they wanted to take my money, some 14 hours after the original transaction had failed, now I find myself with this dilemma, I check online and it is FULL OF HORROR STORIES ABOUT EDREAMS. But guess what, I contact Edreams, they tell they cannot contact Air Europa until Monday. This was last night. So this morning I decide to contact Air Europa, and they tell me that yes, they are open to deal with agencies such as Edreams, all day on Saturdays until 6 pm. So the chap from Edreams was lying through his teeth. Now my credit card company has opened an investigation on the transaction and my card has been cancelled. I'm gutted and hope everything is OK as the ticket costs 700 quid. I'm gutted, it has never HAPPENED TO ME IN MY ENTIRE LIFE, this puts me off ever booking online again and my only online booking from now on will be 200 quid and less, otherwise I go through a travel agency, I prefer to pay 50 quid extra and not go through this type of stress.

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Victoriaquedatelo
GB
Jul 31, 2011 2:05 am EDT

E DREAMS -- AVOID AT ALL COSTS

THEY ARE FRAUDSTERS

AVOID, IT'S A SCAM

J
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juditperez
London, GB
Jul 31, 2011 6:06 pm EDT

Hi,
I've just booked a ticket from Madrid to menorca yesterday night and they have send me an email saying that they didn't accepted my visa payment but when I called the bank they told me the money has been held by vueling, They asked me to call them but it cost £1.60 per minute and its no way I'll pay more money to them. any advise in what to do next?.
thanks

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AmeliaMir89
Birmingham, GB
Aug 11, 2011 12:58 pm EDT

SAME AS ALL ABOVE.. booked a flight for my brother who was in Belgium whilst I was in England, that normally shouldnt be a problem however they sent a DODGY EMAIL from an address different to the one mentioned on my e-reservation asking for verification of my personal details by sending a scan of my PASSPORT AND FRONT OF THE CREDIT CARD! This immediately rang alarm bells.

I called my bank and they said E-Dreams HAD been authorised and had also TAKEN £28 from my account. So I emailed them back and asked why I hadn;t been sent an e-ticket, even though they had already taken money from my account whilst still asking for verification? Stinks of identify theft..

STAY AWAY!

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Corcaigh
IE
Sep 02, 2011 2:01 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Hi all
I am also a recent customer with e-dreams..

I have recently booked my flights home from L.A to Munich on the 26th Sept.
Long story short i now need to change my flights to L.A to Cork Ireland and on the 20th/21st Sept.

I am having so much trouble contacting them by phone, i have at least 7 or 8 numbers fr them, half of them dont work.

The main number to call i gather is [protected]..its based in Barcelona, Spain.
I am calling from Canada and would be about 8 or 9 hours behind Spanish time so maybe i have to call earlier?maybe before 5pm?

I am currently only hearing a dial tone&a little bit of music when i get through to this number, i havent even heard a voice menu..?

Would be so greatful if someone could help me out, this is stressing me out big time..

At this stage i done care about extra charges or whatever, i just want to speak to someone on the other end of the phone to change a flight..Shouldnt be this hard like..

Thank you!

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mamajojo
Brampton, CA
Sep 12, 2011 12:59 am EDT

I booked by ticket today from warsaw to szczecin through edreams.. soon I got an email stating that my card number was wrong.. I called their customer service to ask what has happend what's wrong with my credit card since I know I have money on it... they asked me to make a purchase with another card.. I also double checked with my visa do find out if this transation when through and visa has stated that edreams took out money from my accound and then they put it back.. I do not trust this company as far as I can throw them.. somone should do something about this company.. They are nothing but scamers... non of their numbers work... DO NOT BOOK WITH THIS COMPANY...

JO

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Sook
US
Nov 30, 2011 5:40 pm EST

Horrible service, no contact number, no response, money held, ticket not issued!

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iraq
Apr 16, 2012 7:07 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

yes i agree

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MH Moreira Cerqueira
ID
Jul 30, 2012 5:29 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

I have bought 2 returns tickets to Australia! My first trip to Australia, was so excited ...and it was not the first time I was dealing with e.Dreams... So I trusted them... after I confirmed 2 return tickets to Australia, Tr : eDreams Claim ID: 372568 YC12UQ, I received an official confirmation from e.DREAMS, then 1 day after, new email telling me that 1 way was cancelled... the Bali- Sydney, not feeling any responsibility about the second part of the trip! and informing me that Sydney-Bali were still valid!? and has been charged on my credit card! I asked in many emails please to cancelled all the trip as e.DREAMS could not guarantee the 2 return tickets (what was the point to keep 1 way?!)... e.DREAMS send me an email to contact Virgin, like it was not their problem, and Virgin was telling me that the request had been done by them and everything was in order...if I wanted to cancel it will cost to me $aud 174! So I did all my reservation through e.DREAMS, trust them and today I am in the middle of a ping pong game between them, "it's not us...it's virgin" and Virgin " it's not us ... it's e.DREAMS"... I am almost in it since 2 months! I informed that I will oppose to this transaction with my Bank, and receive a treat from Virgin: or I paid $ aud 174 to cancel what I have never reserved to them (but what e.DREAMS had reserved) or if I pursuit them for FRAUD I am in the black list of their company and I will not have any refund... What a nightmare! My first trip to Australia I will remember ... still waiting for e.DREAMS to help me to solve this situation with Virgin... I am the only one who feels deceived!

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Marhavli
Chester, GB
Sep 20, 2012 2:48 am EDT

DO NOT BOOK VIA EDREAMS/ E-SCAMMERS!

Thoroughly disgusted at the "secretive" charge from my bank account, never mind the extremely rude woman I spoke to who not only spoke over me but put the phone down on me whilst I was talking.

You can't take money out of an account at random without an invoice.

I WILL NOT BE BOOKING WITH THIS COMPANY AGAIN AND WILL BE TELLING EVERYONE I KNOW TO AVOID IT AT ALL COSTS!

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eDreamsNightmares
ZA
Jan 04, 2013 7:50 am EST
Verified customer This complaint was posted by a verified customer. Learn more

For all the eDreams Victims out there!

www.facebook.com/EDreamsNightmaresVictimsUnite

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eDreamsNightmares
ZA
Jan 08, 2013 5:40 am EST
Verified customer This complaint was posted by a verified customer. Learn more

https://www.facebook.com/EDreamsNightmaresVictimsUnite

I had a bad experience with this company too! And they offered me 15 Euro's toward my next trip through them.After the absolute hell they put me and my girlfriend through, I started this FB page and started causing a commotion.Since starting up the Twitter, FB and other Pages, I had one of the Marketing Directors of eDreams contact me.So it means that my cause is working!
Please go join and tell us your story! Let's share our bad eDreams Experiences with the potential first time "victims" or past "victims"
Let's make them listen and do something for a change!
Bad press make for open ears!

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mary2008
Wellington, US
Jan 24, 2013 7:27 am EST

hi! my name is Patricia i pay my ticket from Miami to Lima .3 days before, but yours e-dreams .send e-mail the confirmation number, but when i call aereo company ta ca ..costumer serv, said, yes, ms do you have reservation but no ready is paid! horrible .what happens with my ticket ..i need some people working for company e-dreams..please! i afraid...this is my first time buy my ticket with yours...q you answer my question please! :(

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fernando carreras
apo ae, US
Jan 27, 2013 12:36 pm EST

THE SAME THING HAPPEN TO ME I AM STILL WAITING FOR A REFUND FOR $1200 USD OVER 3 MO AGO I AM TIRED TO CALL THEM AT MY OWN EXPENSE ANY ADVISE carrerasfer@yahoo.com

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Mark Shuster
NL
Apr 02, 2013 4:03 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

In order to see my dying brother in Belarus I bought on March 6 from you ticket to Minsk through Moscow (ticket # SU/ETKT 555 [protected], BOOKING REF # 42PA5X) EDREAMS (AGENTID03140294)

However, the representative of the Aeroflot 29 of March didn't accept this ticket due to lack of visa to Russia. I bought a new ticket and flayed next day directly to Minsk with Belavia.

I had visa to Belarus but nobody mention that I need visa to Russia where I need be there for 3 hours during transfer flight to Minsk. I lost ticket and corresponding money (316 USD).

Can you compensate my lost money (at least some)?

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canadamadashell
CA
Dec 07, 2013 3:40 pm EST

I tried getting a ticket online via edreams and it was a nightmare. Appears to be a bait and switch where you see one price, agree to that and pay via credit card, then the final price you are given is higher. Also got an email from them after that stating that the credit card charge did not go through and I was supposed to clear that up with my credit provided. I called the credit card company and reason the charge did not go through is because edreams is listed in their database as a "HIGH RISK" merchant and they do not automatically allow charges to go through. Thanks goodness! Also, when I tried calling edreams, their customer service telephone number for international calls is a 1-900 number with $2 per minute rate! What a scam, I would never do business with them. Now the credit card company has advised me to cancel my current card and request a new one. WATCH OUT

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Kenobee
IL
Jan 23, 2014 3:51 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

In Brief: Folks beware! They show cheap prices on their search forms. The "final billing" page of the shopping cart shows that (supposedly) you will be charged that cheap price.
BUT
When we got the bills (YES BILLS NOT BILL) at the credit card company it was more than twice what they claimed it would cost! They added about 47% to the claimed price on one bill then they had the airline charge for the flight as well as if they did not get payment from us. Some urgent calls to the airline got us that double billing back but the thieves still ignore our requests for refund of the extreme surcharge. NOTE TO that nowhere on their site did they admit that they will be adding such to the bill.
Also we had to call them by overseas phone to get the confirmation & then again to receive the e-ticket. When I got the e-ticket I noticed it was for 47% more than shown on the website & the “final billing” page.
By that time (with all the waiting time & the impossibility to cancel online) it was too late to cancel. They did not answer the phone again, they ignored further emails about the excess surcharge for several days. When they finally replied to my emails they claimed they have service charges & will not refund them. There is no mention of service charges on their site PLUS the internationally accepted service charge is 7% not 47.
Also I noticed on sites where you find favorable reviews on them, that almost all if not all of the favorable reviews for them look like "shills".

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Paul100golf
London, GB
Jan 27, 2014 1:15 pm EST

DO NOT BOOK WITH EDREAMS, THEY SHOULD BE RENAMED BAD DREAMS! Confirmation of order received but flights not booked at that stage, then got an email to say there was a problem and I should email all of personal details. I work in data protection industry so would never do this. Outgoing and incoming flights by different couriers, the dearer outgoing flight provider confirmed by email within minutes, but nothing about the return flight, therefore at this stage it would appear I only had a one way flight to Turkey with no way of getting home. Sent 2 emails straight after making the booking with my concerns, neither have been replied to, I then had to call their premium cost phone number costing £1;53 per minute, the guy I spoke to was next to useless! I then sent another email to the complaints team, and guess what, no reply received! I have now booked my return flights with someone else and would NEVER use this organisation again, I am also going to report them regarding the data protection.

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FinidiGeorge
AT
Mar 07, 2014 10:30 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Hello everyone,

Recently used Edreams for the first time last month for return flights from Munich to London. One way was Lufthansa and coming back is Easyjet. Edreams have taken out the quoted amount that I agreed to but then Easyjet have taken out an extra £112.31 from my account which was unauthorised. My dealings here were with Edreams.

I have emailed them several times with poor responses. They have then told me to contact Easyjet however they haven't responded to a single email.

All in all, my experience with this outfit is shocking.

Regards,

A disgruntled customer.

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Kenobee
IL
Mar 08, 2014 3:35 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Typical of this company! Complain in writing to Easyjet & to business fraud departments of police in your country, in Germany & England. Also complain to the your credit card company/bank on a fraudulent charge & ask them to take care of it through their channels. They usually get the money back for you.
good luck

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Ahmed AYADI
TN
Mar 11, 2014 7:17 am EDT

I advise you to use the airline's website of your choice directly. No need for edreams or any other website. Their ultimate goal is super mythical profit with no remorse nor regret. And above that, costumer service staff are arrogant fascist stuffy beings.

I've been waiting for them to refund my ticket since 28/01/2014 because of a strike in Paris airport. The airline company refunded the ticket on edreams account and still no transaction is made on my account till the very moment.

Needless to tell you about customer service attitude and call costs to "disfornicate" my situation!

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Tanya29
Drewvale, AU
May 19, 2014 1:30 am EDT

Hi
I have been trying to change the name cause it been written wrongly. It should be Andrew Stephen not Andrew Andrew Stephen I'm very upset with the way the customers service. I call from Australia and I have to wait for so long was abuse on the phone spend 1hour to change the name and put it on credit with the date change. The phone call cost me at least $ 100 because of 1 min $3 .09 or something. I'm not happy PLS DONT EVER BUY FROM THEM ... Now it's causing me to do all this changes $900 I can't believe this! The lady who serve me was Beatriz Santhez who won't even let me talk she put me on hold very time I get upset. I spoken to three different people all three give me differ ans .

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Nirmala16oct2014
Deal, GB
Oct 10, 2014 6:08 am EDT

DO NOT FALL FOR CHEAP air tickets with E-Dreams online agency.
they take money from you bank account.

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Boris-Jerusalem
IL
Oct 12, 2014 1:07 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Avoid eDreams!
After full payment and confirmation of 5 round trip tickets Tel-Aviv to Warsaw, the carrier company cancelled the flights. According to my request, they made a refund (sent to the E-Dreams office in Madrid). My international calls to Spain proved to be fruitless because I do not speak Spanish. My overseas call to the US office was answered by a short tempered lady who instructed me to send the flight cancellation message to their department which I did (got an auto reply), with no further developments. My on-line claim has been granted a serial number (an auto reply), and again nothing happened since then.
Quite an expensive lesson, instead of checking customer forums in the first place!

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Abbymilam
Fayetteville, US
Nov 13, 2014 1:52 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Edreams also scammed me. I booked a ticket with them for $1150, which included an extra $100 that gave me the option to change or cancel my flight for a full refund. When I did have to cancel they refused to give my money back even though United airlines had already returned their portion of my money to Edreams. Now it is a game where every time I call they tell me I will have my refund in 7 days, then when that time has elapsed it is another 7 days because of this or that. I was also told that managers do not get on the phone with customers. I've been hung up on repeatedly and that was only when I managed to get through to someone. I am with anyone who wants to start a class action lawsuit. You can email me at aldegray@yahoo.com

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Amit Gupta 15
Brisbane, AU
Jan 19, 2015 6:44 am EST

Hi Jorge,
I made the booking through edreams on 09th December 2014 and the ticket was never issued to me; resulting the same I requested edreams to refund my money. My booking reference was 7KALEH.

Till date I have not received my money back after making more than 100 calls. I already raised a complaint on contact@edreams.com but from there as well no response was received.

Instead I received a reply from edreams stating that they never received my money. I have taken the ANZ bank confirmation and sent a letter with a complaint in which ANZ has mentioned that amount was created on the account same day.

@RestOfTheWorld --> Please do not use edreams, I lost 2033 AUD booking the flight through edreams, they are scam and they have taken my money and now they are not giving it back. Pls Pls Pls do not use this site.

After looking the post of Nico from edream, I sent an email on nico@edreams.com which bounced. so you can expect the mischief

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NY Chris
Maplewood, US
Jan 27, 2015 10:10 am EST

I was just taken advantage of by E Dreams. Excessive charges. They made me pay a non-refundable fee of $40 for a $150 ticket! Absolute joke. What a rip off. Just want to warn others.

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Angry customer!111
Enfield, GB
Feb 13, 2015 7:40 am EST

I have a similar bad experience with edreams . They took payment but did not cinfirmed ticket and I had to buy another tickets. I have sent thousands of email and phone calls but they keep coming with excuses not have not refunded me yet even after 2 months and they hasd said their refund policy is 7 days!. People please avoid edreams they con you out of your money.

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PHAM THANH MINH
IT
Mar 04, 2015 12:13 pm EST

Hi there,

I booked the ticket from Linate to Ho Chi Minh for my trip on 28th Mar 2015 at 6.55am, there was an announcement to confirm that my booking is not completed after I finished to fill in all information and purchase. I tried to re-do and still received the same announcement that my booking is not completed. But at the same time, my CC was deducted for 02 times without any email or information relate to my booking.

What happended?

I have sent 05 emails to complaint, but no response from edreams.

Please return my money.

My phone number is +[protected]

Email : bigcaiman@yahoo.com

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Hana V
London, GB
Mar 21, 2015 2:03 pm EDT

Just had the exact experience as above, this is the scummiest company I have ever come across! No flights booked, no songs of the refund and an awful customer service! Please avoid this company of anything!

Opodo
Opodo
ES
Mar 24, 2015 11:56 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Dear Hana,

We are contacting you from eDreams on-line travel agency, as we have heard of your unpleasant experience. Could you please provide us your booking reference, so we can look further into your case?

Thank you in advance for your cooperation.

Best regards.

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marktraveller
glaisdale, GB
May 20, 2015 8:52 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

we also had the same experiences. booked a flight with a debit card, which they then said failed and asked to make a bank transfer in GBP which we did. they then emailed back that the flights had doubled in price so we cancelled. 5 weeks and many expensive phone calls later the refund arrived, with an £80 deduction. they say its because the exchange rate has varied and even gave me the number for their bank, who denied any change in the rate. same experience with "customer services", nice enough people but no authority and they will not transfer you to a supervisor, even when it is the supervisor who is passing them incorrect information. they also say they wont deal with complaints on the phone, even though the web site says they do. there are just too many similar reports of this company tricking people into sending them money, delaying sending it back (and in our case making an inexplicable deduction) for it not to be some sort of company policy.based on this and the huge amount of bad reports of them I would strongly suggest not using them, we certainly wont.

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marktraveller
glaisdale, GB
May 27, 2015 5:42 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

update on the above.

finally we did get a response from customer services, although they have still not explained what the deductions are, apart from a €17 exchange rate variation which they have agreed to credit. it transpires that they decided to refund some of the money in Euros rather than GBP, but cant explain why (which then cost us money to convert back to GBP explaining some of the difference). the customer services contact says she does not have authority to explain why it took 5 weeks to return my son's money just that someone did not follow the correct procedure.

just to recap - they refused to accept a debit card and asked for a GBP bank transfer to book flights. once it was paid they said the flight cost had doubled. no tickets were issued, but the amount of money refunded after 5 weeks and many phone calls was £79 less than was initially transferred.

the compensation they are offering is a €40 discount voucher to use with their company - some chance of that!

just to confirm what many other people have said - DO NOT USE THIS COMPANY.

Opodo
Opodo
ES
Jun 03, 2015 4:00 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Dear marktraveller,

Thank you for keeping us updated over the outcome of your complaint.

As we could verify, eDreams processed a refund for the claimed amount in a goodwill gesture however, we must remind you that, as exposed in eDreams terms&conditions, the customer would be responsible for costs and expanses incurred for ordering a bank transfer and/or any action required to process the purchase.

Please do not hesitate to contact us in case any further assistance or information is ever required.

Warm regards,
Nicole - eDreams Customer Care team

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marktraveller
glaisdale, GB
Jun 03, 2015 5:43 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

hi Nicole

I agree your terms say the customer should be responsible for their own costs of making a bank transfer, and we accept that, however what you had done was quite different.

the first deduction seems to have been taken somewhere between you and your bank, although no-one has actually explained the reason why.

the second deduction is due to the exchange rate variation during the 5 weeks it took to return any money.

the last "loss" occurred since you decided to refund the money in a different currency (EUR) to that in which it was requested and paid (GBP). does it say anywhere in your terms that you can do that?

I do appreciate that you are finally returning all the money that was paid, but it's a great pity it took so much time and effort to do what was obviously the right thing.

anyway thanks for your part in finally helping to sort it all out!

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SaloniB
SG
Jun 08, 2015 9:15 pm EDT

I was shown $341 for my flight booking even on the checkout page but was charged $477 on the card. I am not sure why did this happen.
The company website has no customer service number or email id

Opodo
Opodo
ES
Jun 11, 2015 8:24 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Dear SaloniB

Thank you for sharing comments on your eDreams experience. In order to check the payment for your booking, we would ask you to please respond a private message we have sent you and provide the requested information.

We would love to assist.

Best regards,

Nicole
eDreams - Customer Care team

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Sam4sit
Lindford, GB
Jul 01, 2015 3:28 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Exact same thing happened to me! All throughout the process the price was £258. Even after I'd entered my credit card details it was the same. I then got an email confirmation stating the price was now £434. Edreams have actually called me a liar and won't refund me!

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ar.richa
AE
Jul 04, 2015 12:22 pm EDT

This is with reference to my complaint against WWW. EDREAMS.AE, which I used for booking a return ticket from Dubai to Mumbai on 16 May'15.(Booking no 52W9CQ)

While I was making the payment through my credit card, the process could not be completed and I did not receive the ticket nor did i receive any notification from my bank. Subsequently, I made a booking through another website for the same flight combination and flew with that ticket.

However I noticed from my credit card statement that i have been charged by edreams so I raised the complaint on 24 May. (C. No.[protected]-[protected])

Even after sending the ticket with which i actually travelled there has been no reply till date. And to my dismal today, their costumer executive, Mr. Rok, says on call that they cannot refund the amount without sighting any reason.

Please help me process my refund against this fraud company and action should be taken to safeguard interest of innocent customers.

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ar.richa
AE
Jul 04, 2015 12:22 pm EDT

This is with reference to my complaint against WWW. EDREAMS.AE, which I used for booking a return ticket from Dubai to Mumbai on 16 May'15.
(Booking no 52W9CQ)

While I was making the payment through my credit card, the process could not be completed and I did not receive the ticket nor did i receive any notification from my bank. Subsequently, I made a booking through another website for the same flight combination and flew with that ticket.

However I noticed from my credit card statement that i have been charged by edreams so I raised the complaint on 24 May. (C. No.[protected]-[protected])

Even after sending the ticket with which i actually travelled there has been no reply till date. And to my dismal today, their costumer executive, Mr. Rok, says on call that they cannot refund the amount without sighting any reason.

Please help me process my refund against this fraud company and action should be taken to safeguard interest of innocent customers.

Richa ([protected])

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Yangki
US
Jul 24, 2019 3:53 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more
Replying to comment of ar.richa

Did you get your money back?

Also- keep raising awareness on this FRAUDULENT and UNLAWFUL COMPANY eDreams! There practices need to be stopped!

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  1. eDreams Contacts

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