eDreams
Reviews and Complaints

I booked a return flight to Vienna (dep.: 31.07.21, arr.: 04.08.21). After taking the outbound flight I needed to reschedule the return flight to 09.08.21. To do so I used the eDreams app that referred me to the UK based call centre.

I called eDreams on 02/08/21 at 11:17 (call duration 48 min) to make the said date change request. The eDreams agent said this was possible, placed my request and informed that eDreams will contact me within 24h to complete the date change/charge any outstanding difference.

After no reply within the indicated timeframe, I called eDreams again on 03/08/21 at 11:05 (call duration 1h 2 min) follow up on my request. The agent told me that such a request takes 48h (as opposed to 24has indicated to me initially) and that I will be contacted by eDreams to finalise my date change. I received an email on 03/08/21 at 20:18 (screenshot attached) to inform that the change will cost 29€ and that I should call the eDreams to complete my request.

I called eDreams on 04/08/21 at 9:20 (call duration 1h) as per the email instruction. The agent informed me that the change is being processed as "urgent" and I will be contacted within the next 4h. Because my flight departed at 17:30 I told the agent that I was concerned because this is 4h prior to the original return flight departure and means that I will have to miss my flight before a date change is arranged. She told me "Not to worry, a member of eDreams will contact you and you will be able to change the dates". Because a retrospective date change sounded unlikely to me, I asked SEVERAL TIMES to clarify whether I should miss my flight and wait for eDreams to contact me, to which the agent replied with "Not to worry, if you miss your flight today you will still be able to change the dates of your return flight". I then asked her to confirm the phone number eDreams have on record to ensure I definitely receive the call.

Again, I did not receive any correspondence within the 4h timeframe, so I called on 04/08/21 at 16:24 (call duration 9 min, 1h prior to original departure). The agent told me that he could see that my request had been made urgent and that will receive a call back within ca. 30 min to complete the change. This did not happen, so I called on 04/08/21 at 17:30 (call duration 27 min), because at this point I had missed my original return flight. After checking the records, the agent told me that a date change request was not possible because the request must be made 72h prior to the departing flight (again completely different to 24 and 48h as indicated to me in previous calls). I was very disappointed for being completely mislead and asked to process the date change as an exception as promised in my previous communication. I was told this was not possible and that an eDreams attempted to call me with no reply - this is factually not true.

I was refused a refund due to misinformation by eDreams agents and even active encouragement to miss my flight through which I incurred extra costs. Upon my request to speak to a senior agent I was told to make a complaint on the live chat/website after which the agent abruptly ended the call.

On 06/08/21 I contacted the eDreams via the live chat to make a formal complaint about this issue. eDreams chat agent suggested that I was called by eDreams on 03/08/21 but did not call back on the same day - which, as previously mentioned, is false. The agent told me to call a number to arrange the date change, which I no longer need because at this point, I had already had to book a new return flight after the date change was declined. I was then asked to make a formal complaint ticket on the Help Page, and that I should expect a reply within 21 days at latest.

I created the ticket on 09/08/21 but apart from an acknowledgement have not received any response in the said timeframe. When contacting eDreams to follow up via chat and on the phone - they could not indicate when/if I will get a reply.

I booked a return flight with edream from Kuala Lumpur to Langkawi on Oct 31, 2021. First flight with air asia and second with malaysia air. I was charged twice for each flight. One charge from air malaysia and another from edreams. Tried to get in contact with edreams and said my first flight is cancelled but no refund. They said I need to contact the airline yet the charge is from edream, not air asia.

Booked ticket from yyz (india) to del (india) to vga (india) for 10 may 2021, booking ref : [protected] due to flight ban airlines cancelled the ticket, since there is a ban I couldn't able to fly del (india). So airlines marked as no show at del (india) and closed my case. How can that be possible. How can I travel to del without any flights, and I immediately requested refund once flight ban is announced edreams said it will 90 days, it been 6 months I am still waiting for the refund. I ve contacted airlines was saying tell travel agency to contact us directly. I ve reported the same to edreams they were saying we are not able to contact the airlines. I am calling them everymonth still there is no update. This edreams stole my money.

Booking reference [protected]
Wizz air cancelled our flight to Malaga
I contacted Wizz air for the refund but I think the money has been refunded to edreams: Pasted from wizz air reply

'Regarding your inquiry for the booking CYTWXS, we would like to confirm that the amount (97.48 GBP) has been successfully processed to your original payment method - bank credit card (XXXXXXX1507) on 26.10.2021'

Please forward the refund due to my payment method credit card. Paid 7/9/21

I have contacted Edreams over 10 days ago to try qnd rearrange my return flight which I originally booked for the 30th October at 6.05am. I have requested that this flight is changed to the 2nd November and I have given edreams examples of alternative flights I could take. I was told I could do this with the insurance I purchased when I booked through yourselves.
I have now lost count of the number of phone calls I have made to edreams to try and have this resolved. I am repeatedly told by customer services that it will be resolved within 24 to 48 hours and that I will receive a telephone call back to confirm a new booking. It is now nearly 24 hours until I am due to board a flight I cannot take and I have still not been booked onto a different flight. Nobody has ever called me back to discuss this matter and I am now feeling incredibly stressed, anxious and upset about what is going to happen.
Your customer service and genuine care for your customers does not seem to exist as nobody has responded to my request. I want someone to take responsibility for my request and respond ASAP. I feel so disappointed and frustrated with the service you have provided. I now expect a speedy response from somebody who can competently deal with my request imminently.
Mr Cherif Belaid

So, I've bought a ticket Zagreb-Bergamo-Zagreb few months ago for my sister. And ticket had been paid by my debit card. I've provided my account data as I always do when I buy this kind of stuff. Fast forward 2 months later I got an SMS from my bank that 50 sth EUR have been withdrown from my bank account by Edreams Prime Barcelona. I'm sure I've never confirmed that I want to be member of Edreams Primes nor I gave an authorization for this money transfer. Edreams is using our bank account s data to earn some extra money. It is so sad and hedious. I've contacted Costumer Protection Office in Croatia and I will try to contact EU authorities. Questions regarding Edreams gray zone practices are already publiclly asked by members of European Parliament and I will do my best to alarm authorities about Edreams taking money from EU citizens and vioalazing their privacy.

Booking ref. [protected],
Last 4 digits of credit card 2436..
For the last 4 days I have been desperately trying to change a flight from florence to oslo and I am ever so sorry I booked with you because I find that your service is nonexistent
I called your assistance phone number [protected] and after waiting on line for over an hour your agent told me he was going to direct me to a specialist area.

After another 45 minutes all I got was a bot that could not comprehend

I then received a phone call from a man that only spoke german and he hung up on me.

All I want id for the flight from florence to oslo changed from the 14.30 departure to the 6.25 departure

I am prepared to pay any cost difference...

Is this too hard to do?

Please call me on +39 [protected]

Thank you

A very disgtruntled client

eDreams are not providing my partner and I with an invoice for our purchased flights. We have been in contact with them since August requesting this. They have sent us an incorrect invoice 4 times. They initially said they couldn't provide a correct invoice and then they said they would and now they have stopped replying to our emails. We require it as we are being reimbursed for flights. They continue to send us a simplified invoice which does not reflect what we purchased. It only includes one person who flew and one leg of our journey.
This is resulting in considerable loss of money for us.

I have a open ticket from your company…
I have a open ticket from your company and l need to change my ticket to Guatemala City but last 5 days l am calling you to change and anyone not helping me about that. I have my money on your account. THE THING when l wasn't able to use my ticket and l call your company 2 days before my flight to make a cancel and your customer service offer me open ticket to l can change my flight when l want and where l want. now nobody is helping me about it !

I booked a flight with edreams and as soon as I put my card details the money went out straight from my account, I didn't get no confirmation of emails or anything not even flight times and E ticket, I contacted them via email sent 2 emails it's been 2.5 months still no response to my emails I left messages on Twitter and still no response couldn't find any numbers that would work, I contacted my bank and when they contacted edreams they sent out proof of flight to my bank but yet they never sent me that when I provided my bank with proof of my emails they backed down, this company is one of them biggest scam company exist, but I promise you one thing I know you're based in Spain I will file a legal case against this company in Spain I don't mind paying any cost towards this claim because I looked online and this issues been going on for years, name Mohammad Izhar
[protected]
[protected]@hotmail.co.uk

I booked a flight through EDreams on October 19 2021 and I still haven't get a confirmation on the booked flight. The status on their website shows as pending and it's been more that 76 hours and nothing has changed. I can't cancel the flight on their en nor I can't contact any customer support because there isn't any. The only available option for customer service it's on their app that only sent you automated responses not related to the issue. This company has a terrible way operate and provides and awful customer service.

since booking my flight with edreams on Monday 18th October I haven't received a confirmation email. Therefore I do not have a Reference number! I have contacted the help centre and filled the online form out 3 times. I tried to call the costumer service line but as I have no Ref.No. I could not get threw to them. The money has been taken by edreams from my account. I trust you will resolve this issue asap. Thanks

My name is Bianca Tamasan and I tried on 28 September to book a flight from Cluj Napoca to Bucharest on 18.10.2021.
When I tried to pay for the tickets, the page errored twice. I don't have any emails from your part.
I would like to receive the money that were taken from my account on the same day. I tried to get in touch with your customer support but without any luck. See attached file.

Dear Sir / Madam,

I am writing to you to raise an issue about: Travel Agents EDREAMS

The issue that I have experienced was: I made a booking at eDreams at 1/10/2021 with booking number [protected] for 3 passengers at royal jordanian airlines after I got confirmation number and booking details from eDreams, I checked my booking at airlines I didn't find my full reservation I only found booking for only one passenger, i contact eDreams back, they said there's issue with my booking and airlines refuse to add the other passengers although when I get confirmation number from eDreams it includes 3 passengers, they requested me to cancel the booking and i will get full refund within 10-14 days, i canceled booking at 7th October although that the rate was higher than the previous one and till now I didn't get my refund and now saying it take from 90-120 days

This meant that It made me make me a New reservation with much higher rate than the first one, and make me confused to didn't get my money back

Hello,

My name is Luana, I bought a few flights with edreams booking reference [protected]:

Itinerary: Flight 1

21st October 2021 - 2 tickets for my son (2 years old) and me
17:40, Thu, 21 Oct - Dublin to Frankfurt - operated by Lufthansa
21:45, Thu, 21 Oct - Frankfurt to Sao Paulo - operated by Latam
07:25, Fri, 22 Oct - Sao Paulo to Curitiba - operated by Latam

Itinerary: Flight 2

21st January 2022 - 2 tickets for my son (2 years old) and me
17:10, Fri, 21 Jan - Rio de Janeiro to Lisbon - operated by Tap
13:40, Sat, 22 Jan - Lisbon to Dublin - operated by Tap

The company edreams sent me an email in September saying that some of my flights (Flight 1 Dublin to Frankfurt and Frankfurt to Sao Paulo) were canceled since then I was trying to call them to solve this issue, but the automatic call not human says answered and says that I was not a prime member, so they would take my call that I should call 15 days before my departure date. So when I 15 days before, I called so many times and no one send me new flight options. On Saturday, October 9th an edreams agent told me that I would receive a new flights option by Monday, oct 11th, and didn`t happen, so last week they said that I should get my case solved yesterday and nothing. So I spent more than 5 hours today on the phone with them, more than 6 agents transfer my call and no one was able to help me.

I have spent my working hours solving this, spent more than 100 euro in calls with them, and I still haven`t any answer.

Tomorrow is my flight, I will be at the airport with 2 years old child and I don`t know what to do.

I first attempted to purchase round trip ticket from E-Dreams for a return ticket from Ottawa to Vancouver on November 18th, 2021. At about 12:30pm the transaction FAILED to complete because of internet glitch at their end or mine...BUT it did not complete! At 12:43pm I received an email from E-Dreams indicating that I still needed to complete the transaction...I DID NOT complete it BUT at 12:58pm E-DREAMS confirmed the reservation this WITHOUT authorization. I have email evidence that I was asked to complete the booking at 12:43pm on October well before they went ahead with the unauthorized transaction at 12:58pm. In the meantime, I went ahead and booked a flight directly with FLAIR.

My second concern is that the general public should be made aware of the fact that E-Dreams appears to charges more than 30% ($168.72)of the flight costs ($526.42) for a "mediation" service...on a transaction that I did NOT authorize. I am a senior citizen and I cannot afford a double payment for this flight. FLAIR has been paid I am asking that I cancel the entire package and keep my direct booking with FLAIR or simply provide me with a refund of $168.72 I am appalled at this unstated & outrageous fee but even upset that E-Dreams went ahead and completed the transaction WITHOUT my authorization.

I have spoken to MASTERCARD and FLAIR and I will file a formal complaint with the Canadian Transportation Agency. When this posts on my Mastercard it is currently just pending.. I will proceed with a full and formal complaint & investigation!
Let me tell you I will NEVER EVER use a3rd party service again, particularly E-Dreams and I will do as much damage to E-Dreams reputation in Canada as humanly possible, including through FLAIR, Mastercard, Government services, social media etc.. So, am hoping that they either cancel it all or simply refund to me the "mediation" fee of $ 168.72.
Thank you

Daniel F. Lanoue & Wendy Morrell
2931 Ahearn Ave, Ottawa, On Canada
[protected] (cell) or [protected]@gmail.com

Daniel F. Lanoue & Wendy Morrell [protected]

I recently bought a ticket from Zurich to Paris at eDreams. I found out one day after that i have mistakenly wrote my name wrong in the application. I tried to reach them through email but they directed me to their twitter, instagram, messenger, which turns out to be unhelpful because i did not receive any reply whatsoever. I would like to know if i can change the minor mistake of the passenger name.

Hello

My eDreams booking reference number [protected] for travelling from London - Cairo - Amman - London from 09/04/2020 to 15/04/2020. The flight got cancelled due to Covid and I requested for the refund.

eDreams initially offered me voucher code, which I refused to accept and requested for cash refund, which after months and months of chasing, they submitted refund request with the airline in Feb'2021 and since than telling me that they are awaiting for the airline to approve refund.

However when I checked with the airline (Egypt Air) directly, they confirmed that they have refunded full money back to eDreams in May'2021 and that I need to chase eDreams to receive my payments.

There is no customer service, response to emails, tweets, chat etc etc - so will really appreciate your support in escalating this complaint and to recover my money from eDreams.

Thank you
Chirag

I have purchased a flight on Edreams, I have never received a confirmation email. I tried to contact Customer Service through every means but with no success. No chat, no phone number working, no satisfying reply on Social Media. My flight is in two weeks but I have nothing, only the sum charged in my bank account! I need it solved ASAP, or at least I want a refund so I can purchase a new flight.

I booked a 6 day package with FLIGHT + HOTEL for 9/28-10/4.

Flight was booked correctly but when I got to hotel on 9/28 they told me that my hotel was booked by eDreams for 9/27-10/3.

I talked with an eDreams agent who told me to book the extra day on my own and that eDreams will reimburse me which is what I did.

I submitted the hotel invoice to eDreams and now customer care tells me that is was MY MISTAKE that the dates were 9/27.

This is outrageous.