eDreams
Reviews and Complaints

I have emailed eDreams and used the chat/help line several times requesting them to send me an email with my flight booking reference on it. The payment went out to them on the 2nd October 2021. I still haven’t received the email. They only have automated services that don’t understand the request. I have just sent another complaint email to them that bounced back instantly with a link to their automated chat line service.

I have multicity flight Baku-Izmir 19March, Izmir-Istanbul on 22March and 27 March Istanbul-Baku.

I first attempted booking and webpage said 'my order was rejected by my bank'. At my second attempt my booking was successful. Then 2 received 2 bookings and charged twice

[protected]: GN2F2T, GN1LEJ and 10DZY6

[protected]: GN2F2T, GN1LEJ and 10F27B

How come 2 different bookings can have same PNRs (GN2F2T, GN1LEJ)? this is the basic proof of their mistake. Why do I book 2 flights in same dates, airlines and time?

They are directing me to their customer service number +[protected] but this line is useless, disconnecting the call stating "their operators are busy with helping passengers with flight dates prior to mine"

On February 11th at 12:38 aproximately I booked a flight from Denver to Las Vegas and I was charged the amount but never received the confirmation email nor does my flight show up on my trips on the eDreams site. Their customer service number only tells you to check the web and the web does not offer a solution to my problem. There is no way to speak to an agent to explain the situation. Very dissatisfied

Flight №. 342 Travel duration: 3h50m

Departure

December 12, 2021 2:45 PM

Johannesburg Südafrika

OR Tambo International Airport Arrival

December 12, 2021 8:35 PM

St. Denis de La Reunion Reunion

Gillot Airline

Air Austral Flight №.

342 Class

ECONOMIC_DISCOUNTED Flight duration

3h50m

Flight №. 130 Travel duration: 0h45m

Departure

December 12, 2021 9:20 PM

St. Denis de La Reunion Reunion

Gillot Arrival

December 12, 2021 10:05 PM

Mauritius Mauritius

Ile Maurice Sir Seewoosagur Airline

Air Austral Flight №.

130 Class

ECONOMIC_DISCOUNTED Flight duration

0h45m

Flight №. 343 Travel duration: 4h15m

Departure

January 4, 2022 8:30 PM

St. Denis de La Reunion Reunion

Gillot Arrival

January 4, 2022 10:45 PM

Johannesburg Südafrika

OR Tambo International Airport Airline

Air Austral Flight №.

343 Class

ECONOMIC_DISCOUNTED Flight duration

4h15m

Flight №. 342 Travel duration: 3h50m

Departure

December 12, 2021 2:45 PM

Johannesburg Südafrika

OR Tambo International Airport Arrival

December 12, 2021 8:35 PM

St. Denis de La Reunion Reunion

Gillot Airline

Air Austral Flight №.

342 Class

ECONOMIC_DISCOUNTED Flight duration

3h50m

Flight №. 130 Travel duration: 0h45m

Departure

December 12, 2021 9:20 PM

St. Denis de La Reunion Reunion

Gillot Arrival

December 12, 2021 10:05 PM

Mauritius Mauritius

Ile Maurice Sir Seewoosagur Airline

Air Austral Flight №.

130 Class

ECONOMIC_DISCOUNTED Flight duration

0h45m

eDreams - The flights were cancelled for Alistair McCreath and me, Shirley Downie by the Mauritius government covid policy. We have requested a refund to be credited to the credit card that we paid this with but nothing has happened and they do not answer any calls etc. Since then my credit card details have changed (in the last week) and I need to let them have the details. I do not want to put them on this email.

Please help us. we are pensioners (70 and 73) and we want the money back. Many thanks. Shirley Downie 0027 [protected]

To whom it may concern :

I have a passenger who was supposed to fly out of Colombia ‘’Bogota ‘’ on the 25 th January 2022. Had Checked in On-line but could not fly due to being positive of COVID19 .

We have spoke to Iberia and they gave us a ticket number [protected] ) , which Iberia representative stated , that we should give to e.dreams , given booking and payment was done through e.dreams .

e.Dreams had to open this ticket number and they have had the permission from Iberia to change dates of trip , for flexibility of COVID19

Been Calling edreams since last Friday , and yet nothing has changed , very unprofesional from their behalf

Attached find all documents which prove the whole thing

I have been trying for 2 weeks to change my return flights for 5 people as tickets say return is 27 June and we need 27 May. I have called 7 times , emailed 6 times used the app 10 times been promised call backs. Been hung up on 3 times. I need help please. Kevin Maynard. Ref number is [protected]

hello there my name Regina Juciene and I had pending from my account 59.99 pounds I do not know what is about it can you please return my money back Thanks

We rented a car through edreams from GoldCar in Istanbul. We arrived at the rental shop at 19:45 and it was closed already, while officially it should have been open till 20:00. So we were unable to claim our car.

The reason we rented a car was because our hotel was in a city 1,5 hours away from the airport.

So since it was getting late we had to find another way to get to our hotel, we found a bus and taxi combo to do it.

But since we were so far away we also were not able to go pick up the car the next day. Meaning we were never able to claim the car that we paid for.

I called eDreams and paid (around $450 aud) to change my child’s flight to a new date. The guy said, you should get a confirmation email within 2-3 hrs, it never came. I called back a few days later and was told they just had to finalise things with the airline and to wait for my confirmation. A few more days, nothing, I called again and was told the same! Still nothing. I called the airline and they told me no changes had been made. I have now changed the flight for less than half that price through the airline itself. I need my money refunded ASAP. This is absolute fraud.

Booking numbers: [protected]

[protected]

Soon you will be contacted by my Bank and my lawyer because of this outstanding behavior.

Also I will take my time to write on forum and social networks about this.

It is not that you took my money without my will... I also have to block my credit card.

So keep on with this "hide and seek" game... I assure you I will win.

Regards and shame on you.

Vladimir Avramović

I was making a reservation on your website, at the end your website kept saying that the payment didn’t go through and that my bank wasn’t authorizing the payment. Then after I had mad another reservation through ANOTHER website, I receive a confirmation email from edreams and my bank statement says that I was charged on my card, even though your website kept saying the transactions didn’t go through

On 2021/10, I booked a flight Tokyo, Japan - Vigo, Spain, for 2021/11/30, operated by Qatar Airways.

I paid 771,11USD.

Due to the surge of COVID cases in Europe, following the recommendations from European and Japanese governments, I wanted to change my dates and take the same flights on another date.

On 2021/11/26 I was given the option to ask for a refund and rebook, which I chose.

On 2022/02/04, after a long time unable to get any additional information, I got a refund of 35,61USD, less than 5% of the paid value.

When I try to get information eDreams says my tickets are non refundable as per the airline policy.

So why was I even given the refund possibility in the first place?

And why is eDreams even selling these tickets (hiddenly non refundable), specially considering the responsibility of individuals and companies in ensuring safe travelling to avoid the spread of COVID pandemic.

No further questions regarding these tickets are addressed by the automatic or human chat operators.

As thousands of people, today is my turn of being scamed by edreams. I purchased my tickets and am in urgent need of help for changing the booking. Their website is full of phone numbers that do not work and emails that do not reply. The website is full of innacurate false information regarding their customer policies. After a few minutes of reseach (now hours), I could see that they have been highly fined for false advertising and excessive phone charges and a excessively poor customer service. Its been many days I tried to contact em and I have not heard from them, I sent emails at about 10 different of their email adress I could find on the web. Some of their employees are obviously surfing blogs trying to catch up with their reputation. Some of them are even more preocupied at updating Edreams facebook pages instead of just helping me out it seems. It seems that someone is always there when a complaint comes out to appologies and offer to write an email at their customer support though. I would greatly apreciate not being ignored. If you provide false information and /or are ignoring people, you are commiting fraud. Even if you'll say you didnt know (poor you) after thousands of complaints, You know!

My flight from Kuala Lumpur to Barcelona was canceled in April 13th 2020 and I have been falsely reassured on various occasions that my refund would be processed. Initially, I was told 3 months, then 6 months, and now more than 20 months have passed and I have yet to receive my refund. Reference number: SRBOIF. My wife and I are frequent travelers and have now learned the hard way that you should always book with the carrier when possible and not with 3rd party aggregate generators because they try to pass the accountability onto the airline yet they have no problem taking customers' money.

No Customer Service from eDreams, worst company to deal with.

Unable to contact edreams and still waiting for my money since September 2021.

I couldn't contact them, it was cancelled by the airline/eDreams we have not been refunded. It is almost impossible to contact eDreams, as they have no email address you can contact. Their on-line Help Centre was totally useless in processing my refund. (The Robo-chat bot was particularly of no help). The service has been nothing but terrible.

I don't recommend them to anybody

I never ever buy any tickets from them again

Frustrated to be dealing with eDreams. Their customer service is an absolute disgrace.

Reading the reviews on several websites more than 80% are unhappy customers how can this company not be investigated

I have been for the past few months, fighting to have my refund on a ticket I bought by mistake.

On October 30 I bought a ticket and in two minutes after I realized the destination was incorrect. I immediately contacted eDreams and the representative informed that it would be cancelled and refunded in 72 hours.

On November 8 at 10:07, I called again, and the same information was told.

On November 16 @ 9:19am the same information. They informed they were contacting the airline and in 72 hours it would be solved.

On Nov 17 @ 10:15, as well as at 10:25am. All of them informing that the call was escalated and would be solved in 72 hours.

Other calls in December were made and January.

Last, I called Lufthansa, who informed me that the ticket was cancelled 8 minutes after issued as per e-Dreams request, and the money refunded.

Today, I called again and nothing yet. The representative told me that I was holding information and that is why they could not provide the refund yet.

The trip was a family emergency due to health issues. I made a mistake and corrected immediately however this company is being holding my money for all these months and interests are accruing on my credit card.

Also, in the midst of all these I got a charge on my credit card for a premium membership that I never authorized. After a few calls they refunded me for that illegal charge.

This company is creating me additional financial hardship and emotional distress. It has been more than 3 months.

Hello,

On January 16th 2022 I tried purchasing air tickets from Madrid to Amsterdam. The amount was 736.93 euros. I got charged and never received the tickets.

Opened up a case eDreams case 2579110

10 digit booking reference number [protected]

======== BANK ACCOUNT ===========

SEPA iDEAL

IBAN: NL51ABNA0565668625

BIC: ABNANL2A

Naam: Odigeo via Adyen

Omschrijving: [protected] 0

[protected] eDreams-[protected]

69

Kenmerk: 16-01-2022 10:02 003000

[protected]

TegenrekeningNL51 ABNA [protected]

RekeningnummerNL91 ABNA [protected]

Rentedatum16 jan. 2022

========== Adyen Payment Processor ==============

Thank you for contacting Adyen.

Adyen is a Payment Service Provider and offers technical systems for handling payments online for merchants via credit card, bank transfer, and other payment methods. This is why Adyen may appear in your bank statement, instead of the name of the company you have purchased something with.

Bellow you can find your transaction summary:

Merchant name: eDreams

Amount: EUR 736.93

Captures: EUR 736.93

Adyen PSP reference: [protected]

Merchant reference: [protected]

Referrer:

Authorisation date: 2022-01-16 10:03:17 CET

Current status: Settled 2022-01-18 04:29:27 CET

Settled means the financial institution already transferred money to Adyen.

==================

Hi,

I would like to document the communication that I have had with edreams to resolve the issue of name change to one of the passengers in the booking I made. Booking reference: [protected].

Wrong name: Gary Thomas Thomas

Correct name: Gary Thomas Evans (see copy of passport)

Thursday 27th January

- I made the booking with the incorrect surname.

- I chatted with you on the edreams app chat and spoke to Jasmeet Singh3. She assured me that this could be resolved and that I needed to send a copy of Gary’s passport to [protected]@contact.opodo.com (see email below). She said that she had passed this onto the specialist team and they would update the name (see the photo evidence) and to wait between 24 hours and 72 hours.

Monday 31st January

- I called edreams to confirm that this had been done. But they informed me that nothing was raised and that they had only now raised this enquiry to Lufthansa. They said that this would be the decision of Lufthansa to sort out and we had to wait 24hours to 72 hours.

- Before the call ended, I asked for confirmation that this would be solved without a charge and they gave me Lufthansa’s number.

- I spoke to Lufhansa and they said that if the booking was cancelled by the booking agency (edreams) within 24 hours that it was free of charge. Outside of 24 hours, the name change was now a discretion of the airline and that this needed to be resolved through the booking agency (edreams) not by me.

Tuesday 1st February

- I called edreams and spoke to Sapna Yadav who said that I needed to wait for 72 hours from 31st January when I raised the enquiry. I explained that I raised the enquiry on Thursday 27th January which is over 72 hours ago and that this issue needed to be resolved today.

- She spoke to her manager, Lokesh Chaudhary, who said that he would speak to the agency and get back to me in 4-5 hours. I asked if he could call sooner and he said that he could in 2 hours.

- I said to Sapna that I did not want to explain my situation again to Lokesh and that it was her responsibility to relay my issue. I asked for an email to document the communication between myself and edreams and to ensure that Lokesh had all the information he needed to make sure that the name change could be done.

- Sapna has just told me that the name change is not possible and that I would need to cancel and get a refund. The only refund that I will get is 134 euros if I cancelled all of the tickets. Or I could cancel Gary’s ticket and get no refund.

- I asked to speak to her supervisor and I spoke with Lokesh.

- He advised me that he is escalating this case to his team to speak with Lufthansa and ask for a ‘favour’ or exception on this case and that he would contact me in 24hours.

- I explained that this is not my issue to resolve since I contacted them within the 24 hour cancellation period that Lufhanksa give.

- I am waiting to hear from them.

Thanks

Kate

Here is evidence of my email on Thursday 27th with the passport for the change of name.

From: Kate Green

Date: Thursday, 27 January 2022 at 11:30

To: [protected]@contact.opodo.com

Cc: Kate Green

Subject: NAME AMENDMENT GARY THOMAS EVANS

Hi

See attached a copy of his passport.

Thank you

Kate

I booked a flight from Tokyo to San Antonio and it stated the flight did not go through however my card was charged for a potion of the fee which was 280 dollars. I need that money back so I can book another flight. I’ve tried contacting them but it’s so difficult

Hi! I apparently have a prime subscription, although when I log in to cancel it, I cant seem to find any prime subscription linked to my account. Yet edreams have withdrawn about $80 from my bank account. What prime account has edreams linked to my bank account? When I log in to edreams website, there is no prime subscription, how can I cancel a subscription I dont have?

The amount of money carged to my credit card is about $80, taken 2022/01/29. I cant tell you what prime account I want to cancel because I dont know, they just charged my credit card, cant find any prime account in my name. I dont wish to provide my bank account info on her, hope that is understandable.