eDreams
Reviews and Complaints

Edreams charged me twice for the same journey. What's more surprising is that the other ticket was booked for an unknown passenger.
This is the email I sent them after numerous calls to the company which told me that I was not entitled to a refund:

On Fri, 19 Nov at 9:04 AM, El Houssine Razzougui wrote:
I have booked one ticket and was charge twice for the same journey. The other ticket I was told was for an unknown person named El Souaken (confirmation number [protected]). The ticket I purchased was for "Mohamed Souken" who travelled on that day. The name "El Souaken seems to be a hybrid name including my own"El Houssine Razzougui"and my cousin's"Mohamed Souaken. I was charged twice the due amount I believe due to a fault in your system. I have called on numerous occasions to solve this. If this is not attended to accordingly, I will expose this to the maximum starting with this YouTube Channel and beyond: https://www.youtube.com/watch?v=iYtAe1PRv5w.
The transaction in question was made on
13/11/21. As can be seen on my statement, the transactions were made differently, the one amounting was taken only by Edreams, as if the system knew that it was a double booking and therefore took the full amount. The other transactions on the other hand was split up between Corendon Airlines and Edreams. Why would you charge differently for the same journey if there wasn't something you were well aware of? You knew that the 466 euros were a double booking and took it all. I called shortly after the booking when I saw that you overcharged me and was told to send a bank statement and that you would readjust. A few days later, you said that you would not refund me. Why? Why such methods? You either refund me or I would make it my duty to dissuade as many people as I a can from using your services. You have left me without cash flow and cause me great inconvenience while abroad with my pregnant wife. I shan't rest idly by if you don't address this promptly.
Thanks
El Houssine Razzougui

Edreams replied on the same day the following:

Re: 2513585 Overcharge for same plane journey
Inbox

Customer Care eDreams [protected]@case. edreams.com via freshdesk.com
10:57 AM (41 minutes ago)
to me

Hello

First of all, we would like to thank you for getting in contact with eDreams, and apologise for the delay in our response.
we would like to inform you that at first this booking [protected] was reserved then this one of yours [protected]. So it is not system error or mistake from our side, because the first booing was reserved with prime account and get discount but another one no that's why there were different amounts charged from you. both booking reserved with your own credit card and we can't now cancel or refund any one of them.
With Regards
Customer Care

I have cheked online and saw that many people experienced similar issues:
https://www.facebook.com/pg/Edreams-is-a-SCAM-578537645601314/community/
https://www.tripadvisor.com/ShowTopic-g1-i10702-k9734435-Double_charged_by_Edreams-Air_Travel.html

My Reference number is [protected]

why your company took my money even though i requested cancel!

credit card status was "Pending" but now has been changed to "Paid"

I am collecting similar cases and planning to sue it.

also, it is passed 1 week already.
No one contacting me even agent told me they gonna contacting me within 3 days.

I bought a ticket to London on your platform on Flight BA733 departing from Geneva on 10/11/21.

When I bought it there was no clear information on the fact that ONLY passports were accepted if you wanted to fly to the UK as European Union Citizen.

The booking website let me enter my Identity card number to finalize my reservation. (I think the form says :"if you have a passport" but does not stop you from booking the ticket if you don't).

At the airport, the BA check in assistant also accepted my Identity Card when I checked in at Check In desk, and so did Airport Security. Nobody ever mentioned or reminded me that as a European Union Citizen I now had to have a passport to enter the UK.
However, when it came to boarding the plane, the agent asked me for my passport and made it clear that I would not have been able to board the plane if I did not have one.
Luckily I took my passport along and was able to board the plane but if I had not I would have had to stay.

As passengers we are constantly never being reminded about luggage size and contents and health restrictions, so why are we not duly warned about such a crucial aspect of our trip, i.e. valid and acceptable Identity documents?

As a travel agent, you are obligated to inform your customers about their obligations. So, please make sure you change your reservation process accordingly to avoid unpleasant situations to future passengers iand therefore more complaints from them.

With thanks

Sabine Mudry

I purchased two 'flexi' economy return tickets with Emirates through eDreams from Sydney to Warsaw, purchased on the 20th of September 2021, for flying in July - August 2022.
When I received the tickets, only the outbound flights were 'flexi' and the return were not. Furthermore, on the 28th of September, Emirates emailed me to inform me that for operational reasons they had cancelled both of the return flights and rebooked me onto less convenient flights with a significantly longer layover in Dubai Airport, resulting in a later date of arrival back to Sydney. eDreams advised that they would send me further information on my available options on rescheduling, changing, or refunding the flight tickets, however, I never received this information despite calling multiple times.
On the 16th of November, I received another email from Emirates stating again due to operational reasons the flights had changed and now my layover in Dubai was 11:30 hours as opposed to the 3:30 hrs I had actually booked.
When I called Emirates asking about changing the flights back to the original ones, as I had discovered they had been re-established and available to book, the representative from Emirates advised me that there were indeed seats available on the flights I had initially booked and that my travel agency (eDreams) would be able to change my tickets for me, with Emirates not charging the travel agency for the change.
When I then recontacted eDreams, they advised me that there would be a $400 AUD fee for changing the flights due to the airline policy, however, Emirates had confirmed this was not the case. I was very frustrated by this point, as I was not asking for anything different to what I had actually booked to begin with!
I asked for a full refund, and rebooked my original tickets through Emirates directly. This refund has yet to have been approved. As a previously loyal customer, I am very disappointed with how eDreams handled the situation, and hope that my refund is received promptly such that I never have to deal with this dishonest company again.

Flights Sydney to Auckland return: NZ102 syd/akl 30 nov 2021 - nz103 akl/syd 07 dec 2021.
The airline cancelled the flights. The customer endeavored to contact e dreams on numerous occasions only to be told that they were dealing with flights which departed within 14 days. Now the message states they are dealing with flights departing sooner than the flight shown.
On the booking record is shows the flight cancellation has been resolved but the client has never been contacted, there is no record of the changes being effected. The client wished to change the flight to Tuesday 22 March 2022, same flights and return on Tuesday 29 March. The forward flight was available but is now fully booked and the client has had to book another airline for the forward flight. If e dreams cannot secure the return flight then the client demands through me the travel advisor that a full credit for all monies paid be credited to the card from which the original money was collected immediately.

I booked a multi destination flight (reference: [protected]), and it's putting my visa application at risk of being declined, because of the flight cannot be confirmed:

- When I initially made the booking, my flight did not get confirmed for 24h hours.
- After the 24h, I got an email saying that i needed to pay an extra €220 because the fare changed.
- of course, even if it is to give them money, eDreams makes it impossible to get in touch with them, so after a whole morning of waiting to talk to support, I finally got through and made the payment.
- I was told to wait for another 24h for a confirmation, after which I of course didn't get, because eDreams did not bother to make the booking.
- After another morning of waiting on calls to talk to support to see why I didn't get a confirmation, I was told to wait again for 5 hours
- I then got another email saying I needed to pay €65 additionally, because the fares changed again (!).
- I waited another evening on the phone to talk to support to make the payment - and have still not gotten a confirmation email.
- Got another email saying, that the original flight was fully booked, my booking was cancelled, and I need to check if I can book another flight.
- after calling yet again the support team, I was told I needed to wait another 24h to hear back on a confirmation.

NOT HAVING A CONFIRMED FLIGHT WILL PUT MY VISA APPLICATION FOR TRAVEL AT RISK, AND I MAY BE DENIED MY TRAVEL VISA.

It's an absolute disgrace, it is disrespectful of my time and my money, and an insult to people's intelligence.

I will never again, ever book with eDreams.

I booked two flights with your company ref number [protected] and I or yourselves put in the wrong surname for the second passenger you wouldn't change the surname for me so I had to book a third flight ref number [protected] I thought it was very poor of your company not to do this as everyone makes genuine mistakes kind regards john gladwin

Hello I made a booking on edreams booking number [protected] then after one hour I cancelled it, despite that at their website its written that you cancellation is free of charge if it happens within 6hours they didn't refund me directly and the refund made after 6days, and the refunded amount was around 25% less than what I paid .
The robot customer service said that I need to call them on such issues ?! I really don't know why I would do so and why I should pay more on international calls .

Edreams is not the the dream you expect it to be. Customer service is horrendous - first of all they asked me to sort out a name ammendment myself (just an error in name). I had to ring the airlines to find out that it was not my job but actually there job - figures (btw I paid for an international toll for that). I messaged them again and was told to wait 72h - didn't hear from them. So I messaged them on the 72nd hour - was told it was gonna be treated as an urgent matter - found out they waited another 72h to email the company. Messaged edreams again - you know what? i was promised someone would ring me or email me - guess what? none.
Now, I am at my last straw. Messaged them to follow up as someone promised to ring me for an update. Stupid agent told me I wasn't professional anymore. Well? tell me would you be professional if they made you empty promises, broke trust and made a fool out of you?

If i could give a negative review, I will!

At august 2021 I made a reservation with eDreams for 3 passangers, with departure at 2021/10/29, from Lisbon to Faroe Islands. I couldn't make the check-in online so I contacted eDreams. Edreams confirmed my reservation and told me they had a problem with the nr of the reservation. They gave me other reservation nr and told me that it was all needed to do the check-in. We live at Faro. We traveled from Faro to Lisbon airport to take the first flight and we were not accept at the airport's check-in. I contacted again eDreams and they confirmed again the reservation and gave me the electronic tickets numbers to give at the check-in. Despite that, once again, the airline didn't accepts us at the check-in. There we were inform by the airline (AirFrance) that our reservation was canceled by eDreams an the refund was made. Until that moment (the moment we tried to do the check-in at the airport) we didn't had any information about cancelation neither about any refund. Edreams didn't gave us any solutions or justification. They just told us to make a complain in their site. We didn't had any chance to make our travel. We also lose the reservation for the first night at Paris, and for the firts night at Faroe Islands, we lost our flight back from Amsterdam to Faro (a different reservation), we had to make a reservation for a room at Lisboa (we didn't had a place to stay at Lisbon or a transport to comeback to Faro at the same day). After this, we asked eDreams the reservation refund and the refund of all the expenses we would have if eDreams worked properly (650€). A few days later they refund our reservation but they didn't pay answer the other expenses. They didn't even gave us a answer. We were victims of the bad services of eDreams. We lost our travel and money. Could you helps to be refund from eDreams our expenses? We have all the documentation to prove this information. Thank you.

Where to start with this Company and their culture of blatent disregard for customer service bordering on fraud.
I booked two return Wizzair flight to Lanzarote via Edreams as the price they quoted was cheaper than booking direct. Without any prior permission or notification the price doubled from £300 to over £600. (October half term) I only realised this when I later received my bank statement.
Wizzair subsequently cancelled the return flight without explanation which meant I had to cancel the outgoing flight as we couldn't get back to Doncaster Airport.
Wizzair charged me £100 cancellation fee as Edreams had booked my return flight as 2 seperate bookings for some reason, resulting in me having to instigate the outgoing flight cancellation
I received no response to any of my many calls to edreams questioning this.
Wizzair confirmed that they had refunded over £500 to Edreams.
Since that time I have been through hell trying to even make contact.
I have now had numerous 'nonsense discussions' with a robot, many supposed live chats promising a 'response within 72 hours', I was eventually allocated a ‘Case Number by edreams then 14 subsequent emails ignored.
Having read reviews this is not unusual more like ‘Company policy'
I cannot believe that more reputable companies like Skyscanner allow them to be promoted on their site. The review site Trustpilot has allowed over 800 detailed negative reviews to be suppressed on technicalities. Positive reviews without any detail obviously (imo) supported by edreams are allowed without any checks. This tends to provide credibility until you look more closely
In contrast 648 of 660 detailed reviews via ‘Sitejabber' are totally negative.
AVOID AT ALL COSTS

Como miles de personas, hoy es mi turno de ser estafado por edreams. Compré mis boletos y necesito ayuda urgente para reclamar el monto de mi reserva, ya que me figuraba un precio y cuando llego el monto en la tarjeta me cobraron el doble!. Su sitio web está lleno de números de teléfono que no funcionan y correos electrónicos que no responden. El sitio web está lleno de información falsa inexacta con respecto a las políticas de sus clientes. Después de investigación, pude ver que han sido muy multados por publicidad falsa y cargos telefónicos excesivos y un servicio al cliente excesivamente deficiente. Han pasado muchos días que intenté contactar con ellos y no he tenido noticias de ellos, envié correos electrónicos a varias direcciones de correo electrónico diferentes que pude encontrar en la web. Es evidente que algunos de sus empleados navegan por blogs tratando de ponerse al día con su reputación. Algunos de ellos están aún más preocupados por actualizar las páginas de facebook de edreams en lugar de simplemente ayudarme, parece. Sin embargo, parece que alguien siempre está ahí cuando surge una queja para disculparse y ofrece escribir un correo electrónico a su atención al cliente y dirigirte a una web para hablar con un robot, que nunca llegas a la respuesta y solucion solicitada. Agradecería mucho que no me ignoraran. Si proporciona información falsa y / o ignora a las personas, está cometiendo fraude. Incluso si dices que no lo sabías (pobre de ti) después de miles de quejas, ¡lo sabes!

I booked a flight to travel on the 19th of August 2021 from dublin to Lagos, I made a change to my flight date with ticket fee difference of 120 euros, this flight was cancelled 3 month later and edream didn't get back to me until called to make an enquiry and the funniest part, edream claims the the difference in price of ticket i made when changed my flight to travel on the 3rd of January is service charge and not refundable.
Am waiting for the full refund of 654 euros to include the difference in ticket price of 120 euros. If my money is not refunded fully, I WILL SUE YOUR COMPANY

On November 3rd I purchase three tickets from Cleveland Ohio to Las Vegas Nevada through eDreams on Spirit Airlines the purchase price was supposed to be $460 when I checked out they took $693 off of my account as soon as I saw the charge I contacted Spirit Airlines and they canceled the flight and issued a refund to eDreams for $693 well actually $722 now I cannot get eDreams to release my refund I'm going to sue your company

Hello, I made a booking, [protected], on the 27.10.2021 and I still haven't received the invoice, although we selected we wanted an invoice and we wrote all the details as attached.

I booked a trip from Miami to Madrid for December. I paid extra money for "free cancellation for any reason", after that I received an email that the airline cancel one part of the trip, so I requested my money back. They returned 50% as a airline voucher, where is the rest of my money? Customer servicer never answer, I email, called etc. This company is a fraud!

we used edreams to book flights from Melbourne to Cairns and return. I wanted to extend our holiday and tried to contact edreams to change the dates of travel. I had enormous difficulty getting a response from them and the opportunity to change our flights to another discounted fare was lost. we also purchased seats at the exit row at an additional cost. The airline changed the aircraft type and our seats were no longer at an exit row. After computer based "chat" and no resolution and agent rang me. She rang at midnight and after I confirmed how much it would cost to change dates I enquired about the additional cost for seat allocation that was now not honored. The agent said I could fix that at the airport. I know that would not be correct and advised her of this, she then hung up on me saying she couldn't hear me.
The airline has subsequently cancelled our booking and edreams has applied for a refund in August. I cannot get any information from them through computer chat and they advise they cannot ring me as they are too busy.
Booking ID [protected]

Hi

I have booked my flight from Vancouver to Edmonton and back from edmonton to vancover between between Oct 14, 2021 t oct 17, 2021. I had cancelled my flight within 24 hours. The edreams website said that i had to talk to the airlines directly so i asked airlines and they sent me a refund of $98. The refund had to go through the 3rd party which is edreams. I had been contacting edreams for the refund. Neither i am receiving any reply nore any email confirmation. Upon talking to one of the customer service representative 7-8 days ago, she said that i'll receive an email within 2-3 days which i never did. I had a very poor experience with bookings with edreams. I feel like i have been robbed for the flight refund. I wanted to ask when i will get my refund otherwise i will be taking this matter to the court. I have the email confirmation the airlines about the refund and i also have the call recordings for the customer service representative who told me that my refund is in edreams account and will be released soon with an email confirmation. Also, i wanted to ask you guys, why do you steal money like this? you guys should be charged against fraud and i will make sure to bring this matter legally. I have been suffering alot because of the service provided by the edreams. It was horrible.

Booking number: [protected]
email: [protected]@gmail.com

Hello, I would immensely appreciate your help with getting me my refund, promised by eDreams on 23 June of this year.

Here are the details :

eDreams ref : [protected] ;
United Airlines ref : [protected] ;
also ref United Airlines : 35C84H ; also res # JELQ3C

On 20 June, 2021, I reserved a ticket for a one-way flight on 29 June 2021 from New Orleans to Nice, France. Paid 1278.46 euros.

21 June, telephoned United Airlines to know cancellation policy. UAL approved refund if I cancel flight. With United Airlines approval, I phoned eDreams the same day and requested cancellation of ticket and refund through eDreams.

23 June, received email from eDreams : "Airline has approved refund, and we await your refund in cash … airlines take up to three weeks to refund. We will inform you once we have received your refund"

30 June, received from eDreams 16.30 euros. What is that?

16 September, called eDreams, spoke with Francis Vittorio. He contacted United Airlines. Said I will receive refund within 5 to 7 days.

5 October, called eDreams, spoke with Salif. He says I will receive refund within 5 to 7 days.

13 October, called United Airlines. Agent said they never got request for cancellation from eDreams. (YET, eDreams emailed me on 21 June to say UAL approved refund).

13 October, called eDreams, spoke with Aastha. She says will ‘escalate' the matter. Says wait 48 hours. Says they will call me.

14 October, received email from eDreams : "The flight ticket you have purchased is a non-refundable ticket." This, in direct conflict of the email of 23 June stating "Airline has approved refund, and we await your refund in cash…airlines take up to three weeks to refund. We will inform you once we have received your refund".

14 October sent email to eDreams customer service to explain problem and demand refund that was approved by United Airlines on 23 June.

14 October received email from [protected]@contact. edreams.com : "Thanks for contacting eDreams… ask for your patiences while we manage this unprecedented situation"

27 October, called eDreams. Spoke with Isle, got cut off, called back, get Indian guy, who says call the airline.

27 October, called United Airlines refund dept. Said never got refund request, call eDreams.

I HAVE WRITTEN PROOF OF REFUND APPROVAL BY AIRLINE SENT TO ME ON 23 JUNE 2021. eDreams has now stolen my money and are committing fraud.

I booked a ticket via eDreams a year ago from Moscow to Islamabad. Unfortunately, the flight got canceled and I was lured in by the eDreams agent to request a refund instead of booking another flight. It has been a year now and the refund has not even started processing. I am not even able to contact a real person now all my calls are handled by a robot. I cannot think of a way out of this mess.

email address: [protected]@gmail.com