eDreams
Reviews and Complaints

In March 2020 I bought 4 roundtrip tickets (myself and family) to go from Indonesia to USA on 12-May-2021, returning 27-Jun-2021. According to Turkish Airlines, I could leave the ticket unused to become an "Open Ticket". This was explained in the Terms and Conditions of the tickets (attached), and it was mentioned that I had until 31-March-2022 to define my new travel dates.

I started calling eDreams on 3-Feb-2022 to define my new travel dates and all they said was "please wait 48 hours for confirmation". This kept going for 2 months without any actual feedback or confirmation. I got fed up with this service, and called Turkish Airlines to see if they could do it directly. Turkish Airlines told me that they couldn't do it because there was a problem with my ticket:

1. eDreams didn't add the "titles" of the passengers (Mr., Mrs., etc) and for that reason they couldn't issue the ticket.

2. There was a name mismatch in the booking: One of the passenger's name was apparently "LEO" and not "LEONARDO". In the booking I made (see attached screenshot), I mentioned "LEONARDO", and I don't have any other fields to mention a different name. This was a problem caused directly within eDreams.

During all this time that I asked them to fix the names, to add the passenger titles, etc., eDreams eventually said the airline rejected the request, without giving further explanation. I asked them why, and they said the dates were not valid. I told them they were, as per the T&C's and showed them the T&C's (also attached). They just rejected over and over. I asked for refund and they told me it takes "3 months or longer". Basically I'm stuck now with perhaps not getting my refund, and not being able to use the tickets because I'm past the 31-March deadline.

I have flights with eDreams coming up in a few weeks that I need to rebook. For some reason I am unable to do this online and am trying to get ahold of someone to help me, though the flight rebooting service, that I payed for, doesn't seem to really exist. Please keep your end of the bargain or I will be hiring a lawyer.

On the 7 January 2022 I booked a flight from Cape Town to Durban via eDreams website with a price of 2090 ZAR. However upon filling my credit card details 5400 ZAR was taken from my account. I immediately cancelled the flight and requested a refund. The refund has not been paid yet and we are already in April. The chat robot claims my refund was paid on the 12 February 2022, but this is not true. Therefore I would like to get my refund.

I was meant to take a flight on 27th December to Dusseldorf from London Heathrow but was unable to due to a change in Covid regs in Germany. I contacted eDreams and a voucher was arranged with British Airways for the value of my flights, £360.08.

I haven't received a voucher code to be able to use the voucher though. I contacted eDreams and was told I would need to contact BA direct for the voucher code. I did this and was told by BA that they weren't able to share information with me on eDreams behalf as they don't have a partnership agreement with them. I have been unable to contact eDreams since. The Chat bot has no answers for this scenario and the phones are always busy.

Booking ref - [protected]

We booked flights with them, we paid for them. A few weeks later, we got an email saying that important changes were made to our flights and we had to call them. We did and they said that the airline had changed the departure time of our return flight and that they couldn't get a connecting flight in our only stopover destination. Edreams then confirmed that they will send to us alternative flight arrangements via email but we only got sent the same initial email asking us to call them.

This process happened 5 times.

When we finally call them and don't hang up until getting a satisfactory answer 4 days before the fly out date, they said they will give us a refund because they couldn't find an alternative connecting flight and we had to stay and pay for a night or more in stopover destination from our pockets until a flight became available. We said we couldn't do this because we had booked and pay for everything for two weeks in our destination (and we could see flights available online, although more expensive than original booking price)

All the operators we spoke to had limited English speaking skills and kept asking us, please help me I don't know what to do, now we left it too late, we can't book a more expensive flight and we can only give you a refund.

We escalated the issue to the manager at Edreams on the same phone call today, they said they will call us back in 4 hours. We are waiting. In fact, we have been waiting for weeks and still don't know how we are going to fly back home...

I have made a reservation with Indigo Airlines through Edreams and it was cancelled by Indigo on 27th October 2021 due to flight change. Indigo airlines has refunded the amount of 180.8 euros on 29th October 2021 and confirmed the same on twitter, Facebook and has also given refund transaction number. It has been more than 4 months and the Edreams is still saying today that they haven’t received refund amount from Indigo and above that the customer service agents are very rude. I have all the proofs provided by Indigo, but I don’t know what to do? Or how to escalate? Can anyone please help to escalate this on higher level?

I pourchased 2 airplane tickets on the 26th march 2022 for Montréal/puerto plata I receved no confirmation e-mail with the référence number.

My crédit card was still charged.

I urgently needs to speak to edreams représentative to help me with this issue, I have tried to use the support phone numbers but they cannot help me as I do no have the reference number, some of the emails I sent to the suport are indésirable. please send me the confirmation émail with my ticket. I dont no its a fraud?

Sorry to say that eDreams looks and smells like a scam. I cancelled my flight and hotel due to medical issues and have had so many different responses regarding the refund that I literally have no idea what to expect. From"you should receive a refund in 7 days* to"it could take from 3-6 months". Also told it's the airline/hotel issue that is holding the refund up. All I know I have received 2 emails that promise action with no apparent truth or validity. If you are thinking of booking make sure that you are 100% sure as if you cancel you will get very frustrated and spend an inordinate amount of time in an attempt to get your refund. My advice is to steer clear and use a legitimate travel company. All I know is the $1,000+ that was taken immediately on my credit card with refund guarantees has not materialized and the communication bottom line sucked.

I have made it my long time purpose to warn others about the BS and I wont go away. Sadly companies like this are allowed to operate when they should be closed down. Oh I fully expect to get another request for my confirmation # and a"we are following up" again text without anything happening. Good luck

Dear Sir, Madam,

See below the reservation I made today.

I was very surprised to see that on my online invoice was mentioned 285 EUR as cost, whereafter I receive an invoice of 323 EUR (roundup). This is a difference of 38 EUR!

First I tried to get into contact with the customer service through 'chat', but after more than one hour, I still didn't get anyone on the line. I just called and finally had someone from the UK on the line. No possibility of speaking in my mother language Dutch.

He explained that the 38 EUR of difference consisted of 18 EUR service fee for eDreams and 20 EUR for priority booking. First of all, never was mentioned during my booking that I had to pay this amount of service fee and secondly nor did I require any priority booking as I have priority already with Ryanair. Also, this 38 EUR is nowhere mentioned on the invoice below!

After the mail I received from you I get a discount of 25 EUR on my next booking. However this is the first and last time that I book with eDreams if I don't get a refund of this 38 EUR.

Sincerely,

Janna De Vooght

0473/65.00.24

I have an edreams account registered with the email address [protected]@gmail.com. On my last reservation, I don't know why but I became prime member, without knowing and because of that 54€ were charge on my credit card. Maybe I have authorized that but my consent wasn't given with my knowledge. Now I am trying to cancel that subscription before it renews automatically after the 1 months period and I can't do it. I try to do it with the support from your chatbot without success and I tried to phone to your phone number and I can't get through. Please confirm this cancellation immediately. Y«Thank you

On 9 February 2022, I purchased a roundtrip ticket from eDreams for a Ryanair flight from Vienna to Preveza. The return flight, Ryanair FR 6759 for 26 June 2022 was cancelled by Ryanair.

eDreams booking reference: [protected]

Refund should be : 117.18 EUR

eDreams told me to request a refund from Ryanair. Ryanair said eDreams paid with their own credit card and the money has been refunded to them.

My Visa credit card charge for this flight shows as having been paid to eDreams. Ryanair said the refund was returned to their card. I have tried to contact eDreams, but they repeatedly kick me out of the cue to speak directly to an agent.

I was finally able to chat with a Ryanair agent who said the money had definitely been refunded to eDreams.

I had previously booked a trip to Calgary, which, due to Covid was cancelled at the last minute. I cancelled my flight, losing most of my money, but I believe I had a credit of about $118 on my account.

I cannot find any information about that credit on my account anywhere on the site and when I engage in a customer service "chat" it is a robot answering specific pre=programmed questions and referring me back to the pages where I could not see an answer.

(Booking #[protected] eDreams)

Flight canceleld by Airline 19 March 2020. Received email to receive a refund but after 2 years nothing. booking reference [protected]. received email asking my banking details and asking a IBAN number. South African banks have no IBAN numbers and it is not accepting my bank account number. Call center agent took my details but still no refund. App just says Error if trying to send feedback. Customer service emails adresses dont exist and is sent back. Website have a computer you talk to that dont understand problem. Edreams dont want you to get hold of them, just book flights and when they cancel the flight 2 years ago you dont get your money back and there is no way of contacting them.

I had a free trial of eDreams Prime months ago and only 2 days ago I randomly got charged €55.65 for Prime yet my account does not say that I have prime and does not allow me to cancel the subscription myself. I have tried calling the help number but the only option is to enter a booking reference which I do not have as I have not booked anything with them in months. I have reported this issue to my bank under reference number: 433899

Please 25 day of March 2022 at 12:10pm Ghana time, my account was debited an amount of 472.43 cedis by your company as a way of me purchasing a remote which such transaction has not taken place on said date.

Please kindly find out for me because my bank thus Ecobank Ghana is insisting I have done some transaction with u before so they cannot do anything.

The customer service let you wait 45 minutes and are really slow to reply, they won´t give you a proper answer and can´t help. I deleted the flight with the airline company as they said, but they will refuse to reflect this on the app and they are refusing to pay me back. Terrible.

On the 30th March a payment came out on my credit card of $89.99. I have two flights booked with you:-

London to Berlin 07th April 2022 edreams booking reference [protected]

Airline booking reference OSN55W which has been paid

Prague to London 13th April 2022 edreams booking reference [protected] Airline booking reference PB26MX which has been paid.

Please can you explain why this extra payment has been made

March 29, 2022 I booked plane ticket for my husband traveling from croatia to manila schedule on april 05 2022. They got the full amount of the ticket from my card but they will not give confirmation number or the refference number of my booking.

I been waitng for almost 42 hours to receive confirmation number but It didnt happen.

Now, We dont know what to do because my husband needed that ticket. We cannot afford to book new ticktet because we use all miney for that booking.

I booked and paid plane ticket croatia to manila for the date of april 5 2022. It is booked yesterday march 29, 2022. They hog the full amount but unti now im still waiting for the confirmation number. I waited for 24 hours like what they said but still hopeless.

I recently purchased a round trip from Lima to Cusco through eDreams website and one day later a received an e-mail confirming the inbound flight but not the outbound flight. I contacted them and they told me that the purchased of the outbound flight was not done because it timed out. The solution provided by then was to purchase a new outbound flight however since the price of the new flight would be much higher than what I paid originally. This is clearly a scam as they made you pay a price one day and force you to pay another price the following with no valid justification. I’m currently trying to contact them by phone but so far I was unsuccessful. I already paid 500$ and I currently have a flight which I would be unable to use and eDreams is not provided any fair solution or assistance.