eDreams
Reviews and Complaints

Through eDreams I booked flights on United Airlines from Johannesburg to Toronto via New York, scheduled for 6 October 2021. I had all the approvals for travel for USA and Canada, namely the ETA, ESTA and ArriveCan approvals, negative Covid test taken within 72 hours of travel. On arrival at the check-in counter at the airport in Johannesburg, I was advised that as a traveler originating from South Africa I needed a National Interest Exemption for Covid from the US Embassy to allow me to transit through New York to Toronto. I was not allowed to board the flight. At no stage was I advised by eDreams that this was a requirement (all other requirements such as ETA etc are advised).

I have tried to get a refund from United Airlines (they too did not advise me of the NIE requirement at any stage). United advised me to try get a refund from eDreams. When I tried to get a refund from eDreams they advised the ticket is a non-refundable ticket. This is grossly unfair from both United and eDreams - they do not advise their customers of the requirements for travel and then keep the funds for ticket for which I was denied boarding.

Hi on 8/10. 21 I bought an online ticket with eDreams. I got a flight confirmation and invoice, with the eDreams reference number and the airlines reference number. I went into the airline website but it would not acknowledge the booking reference given by eDreams. I then contacted the airline about this and was informed that there was no record of that reference number in their system. So I have had to inform my bank about this as it would seem fraudulent, I have photographed the invoice. The second photograph from the airline says I should contact eDreams about it. I now would consider that a joke as it is impossible to contact eDreams, they never respond and their chat and phone system is a disgrace. A total brick wall.

On the 29/08/2021 I bought 2 tickets (2 passengers) for 2 flights going from PMI to FRA and then from FRA to DUB. I needed the invoice of what I paid on that trip as someone else will pay the 600e that it costed. Since then, I keep contacting e-dreams first through their agents who sent me an incomplete "default" invoice that did not reflect my purchase at all (tickets missing, etc.). I requested for the full invoice and the final answer I got from one of his agent was that "they cannot customize the invoice as per my wish". When the only thing I was asking for is for the invoice to reflect the 2 tickets I bought (PMI-FRA and FRA-DUB).

I wanted to open a complain and this agent gave me a link. I emailed and they confirmed that I should receive an invoice but they say "they are facing an issue in sending the invoices to all customers, once we solve it you will get the invoice automatically." This last email was on the 20/09 and since then they have not repplying to any of my further emails. They know is urgent but no more answers received since.

Payment has been taken

I booked flights to Dublin thro' eDreams with Aer Lingus and Ryanair. All went well apart from the usual hassle with Ryanair luggage charges. However a month later my credit card was debited with £59.99 for an eDream "Prime " account I never asked for, authorised or need. I have spent countless hours trying to chatbot, email and phone in an attempt to get my £59.99 refunded. I am being given the runaround. Can you help.

I got no refund yet
So last year around December 2020, I had to cancel my whole trip due to the Pandemic. I did it in all conformity with the company rules. I also talked with your very nice client service representative, who confirmed my eligibility for the refund and explained to me that I should be getting my refund within the latest 6 months. Already 9 months have passed, and still no refund. So I emailed them in August 2021 and got a reply in September 2021 saying that "In order to assist you best in reference to your query, we kindly recommend that you contact our Customer Services team via the chat option available in our Help Centre". So that's what I did. HOWEVER THE ONLY "CUSTOMER SERVICE TEAM" WAS A BOT, who practically just repeated the info that I got told by the first representative. This was the following "Airlines are currently taking 3 to 6 months to respond despite the fact that, under EU Regulation EC261/2004, airlines are bound to refund within 7 days." Then it also suggested that I go towards Managing my Booking to check up my refund status. Nothing, I went there, logged in, couldn't even find the option to check on my refunds, etc. just useless.

So here I am now starting to think this whole company is a SCAM with zero transparency whatsoever and bad website design/logic. A company with people that can't construct a basic sentence to let me know that the refund may actually take more than 6 months or even a year. Yet they are efficient at using a premade email template with links to send you to seek help from a bot.

Please let me know what is happening, what is the current outlook on my situation, and by when I should get my refund. Thank you in advance!

Desired Outcomes:

No link to the useless "Customer Service" BOT, or Help Center which doesn't have basic contact channels. Nowadays companies even use What's Up as their channel. Check the website, like put a refund button, page, whatever. Check the DHL tracking system to display the refund's current and pending processes regarding the refund. And lastly, be more transparent and be a scam.

Hello, I ordered in 23.9 a flight and hotel. I still didnt get my invoice after all this time. I contacted eDreams customer service multiple times, the responder always said that in two days, or three days. it was never delivered.
also I want to change my reservation in the hotel, adding a breakfast and change the bed from two twin beds to one king sized bed. At first, eDreams said they cant change that due to hotel policy, but I contacted the hotel directly, and they said there is no problem to make changes to the room, but I can do it through eDreams only.

my booking reference is [protected].

Good Afternoon on checking my bank account I find that a withdrawal has been made on the 27/09/2021. the reference number is 024POSP212680548-[protected]-BARCELONA. I have not made any request to you in regards to Barcelona and requst yoy refund the withdrawal to my bank account forthwith. MR. Michael Wiggins [protected]@hotmail.com

Dear Sir/madam

1. Last year I had booked a trip to Port Elizabeth to celebrate my 60th birthday through edreams. Edreams booked us FlySAFAIR to travel from Jojannesburg O R Tambo to Port Elizabeth and AIRLINK form Port Elizabeth to Johannesburg O.R Tambo. The trip was scheduled for departure from O R Tambo International Airport on the 29th December 2020 and to return on the 05th January 2021. Unfortunately, the Alert Level for Covid 19 protocols and restrictions were announced a night before our departure. I then sent the email below to eDreams where I was advised to contact the airlines: FlySafair, and Airlink, which I did for both airlines on the 28th of December 2020 respectively. The contents of the message to both airlines was the same except that for each airline I mentioned the flight number which.

TO AIRLINK
From: kefilwe tjale
Sent: Tuesday, 29 December 2020 12:29 AM
To: E-ticketing ; Customer Care
Subject: POSTPONEMENT OF TRAVELING PLANS DUE TO PRESIDENT ANNOUNCEMENTS ON 28TH DECEMBER 2020 AT 20H00

CAUTION: This email originated from outside of the organisation. Do not click links or open attachments unless you recognise the sender and know the content is safe.
Dear Sir/madam
"Thank you for your assistance in finding flights to the ideal destination where I intended to celebrate my 60th birthday in style. However, due to the announcements by the President today at 20h00 that the country has downgraded from Level 1 to Level 3, I am unable to travel on the return flights 4Z 794 TFXC26 2as booked, on account of the resurgence and increasing numbers of Covid19 cases. Capricorn District in Limpopo Province where I come from is declared Covid19 hotspot and Eastern Cape including Port Elizabeth where I was traveling to is also declared a hotspot. Furthermore, I and other family members have underlying illnesses/comorbidity.

I order to ensure our safety and that of others we have taken a decision to postpone our traveling plans until such time that the President makes new announcements.

Hope you find this in order".

TO WHICH AIRLINK RESPONDED AS FOLLOWS
RE: POSTPONEMENT OF TRAVELING PLANS DUE TO PRESIDENT ANNOUNCEMENTS ON 28TH DECEMBER 2020
AT 20H00-TXFC26
Inbox

Dimakatso Masisi

to me, E-ticketing, Customer Tue, Dec 29, 2020,
9:19 AM

Good Day

We have cancelled flight for all 4 passengers to avoid no-show Kindly see attached Airlink policy for COVID-19

TICKET RECONCILIATION NEEDED
--- TST AXR ---
RP/LONOP38AW/LONOP38AW DM/RC 29DEC20/0718Z TXFC26
1.TJALE/KEFILWE MABORE(ADT) 2.TJALE/KGABO NELSON(ADT)
3.TJALE/KHUMO(CHD/06AUG09) 4.TJALE/MOSIMA ROSINA(ADT) 5 MIS 1A HK4 JNB 07OCT-PROTECTION SEGMENT 6 AP WEBSITE:
7 APA [protected]

Regards

TO FLYSAFAIR

I also wrote the same message to FlySafair, booking reference DOKIWM and their response was as follows:

From: FlySafair
Date: Tue, 29 Dec 2020, 00:03
Subject: FlySafair - Flight Cancelled
To:

FLYSAFAIR
FLIGHT
CANCELLED

BOOKING REFERENCE: DOKIWM
Hey KEFILWE MABORE
We try at all costs to avoid cancelling flights, but, unfortunately, due to the travel restrictions and new curfew times we have to adhere to, we are unable to prevent this inconvenience.
As a result, we need to confirm new flight times on your existing booking, specifically your reservation with booking reference DOKIWM.
You have two options:
• Make a free change. You can stick to your current route and choose new flight times, or you can pick totally new flights; or
• Cancel your booking to a voucher, for the full value of your cancelled booking. You can use this voucher at a later date to book new flights. You will need to redeem your voucher within 12 months - that's to say that you need to spend it within 12 months, but you can purchase any available flights.
To view the options available to you, go to the My Bookings section of our website, enter your six-letter booking reference number and the last name of one of the travellers, and select the option that applies to you.
Kind Regards,
The FlySafair Team
MANAGE BOOKING

Our customer support team is available from
7 am to 7 pm, 7 days a week
Email: [protected]@flysafair.co.za
WhatsApp: [protected]
Call: [protected]

Northern Perimeter Rd
Bonaero Park
Johannesburg, Gauteng, 1619 South Africa
© 2020 - Safair Operations (PTY) LTD

2. So, during September 2021 when I realised that the restrictions are been lifted I started communicating with edreams to use my flights credit to travel to Port Elizabeth for my 61st birthday, departing from 29 December 2021 returning on 5 January 2022, I was referred to a number as indicated to the message I wrote to edreams below
BOOKING REFERENCE NO [protected]

kefilwe tjale Tue, Sep 7,

9:35 AM to com.warranty.flight

Good Morning

I have been trying to reach edreams to make a rebooking for the trip that was postponed last year due to tighter Covid 19 restrictions in South Africa. I wrote to edreams, who then referred me to the Airline, in this case, Airlink. I even send an email to their support services which gave me the number [protected] to contact edreams to make my booking.
1. Today is the third day trying to do the rebooking because

1.1. Each time I call, I will be referred to the booking department who for the past three days makes me hold the line because they are still checking and after a long period they drop the phone
1.2. I tried to send an email to [protected]@contact.edreams.com It indicates that the email is not recognised
1.3. I also dialled the numbers [protected] and [protected] which are said to be call centre numbers in vain

I need to book a return flight from Port Elizabeth to O R Tambo for 05 January 2022 and I seem not to succeed.

I Need help urgently

3. Eventually I got hold of edreams representative who indicated that they won't book me for 05 January 2021 as it will be more than a year and the airline (AIRLINK) does not permit that. I then questioned how would I have travelled when there were travelling restrictions, and during our conversation he promised to escalate the matter to the management and would respond within 5 working days. It is now more than three weeks since the promise. I tried edreams on the 011 number several times at no avail. I then decided to write to AIRLINK customer service and communicated with Ms Louise Olivier, whose response was as below
Covid-19 memo
Inbox

Louise Olivier Tue,
Sep
7, 10:18
AM to me

Good day Mrs Kefilwe,
Thank you for contacting Customer Care at Airlink.
With regards to your below request, I have attached Airlink`s Covid-19 memo for your perusal.
Airlink is offering passengers that are booked on the 4Z-749 tickets due to COVID-19 the following:

• Passengers with tickets commencing travel prior to 31 December 2021 will be permitted one free date change. The free date change must fall within the ticket validity which has been extended to two years from the original date of issue. This is applicable to both regional and domestic tickets, subject to the fare rules of the ticket.
• Any difference in fare and taxes must be collected but the rebooking fee will be waivered.
• For any date changes requested on sectors booked to travel after 31 December 2021, standard fare rules and change fees will apply.
• Airlink's no-show policy will apply if bookings are not cancelled prior to departure i.e. the applicable sectors will be forfeited.
• Ticket must be reissued on or before 30 June 2022.
• If an Airlink flight forms part of an itinerary issued on another Airline's ticket stock, please refer to and abide by their respective policy.
• These rules relate to all Airlink tickets - published fares, net fares, group fares and deposits.

To make use of this Covid 19 Memo, please contact our reservations department on +[protected] and select option 1 or you can email the reservations department on [protected]@flyairlink.com, once again please note that the ticket has to be cancelled at most 1 hour prior to departure to not reflect as a "No Show" on our system.
Should you request a refund, the refund will be processed according to the fare rules pertaining to your tickets. Please send an email to [protected]@flyairlink.com for further assistance in this regard, I have also attached the Refunds policy for your perusal. Please kindly take note that due to the vast influx of refund requests, due to the pandemic at bay, refund processing takes a minimum of 4 months to process due to the backlog of requests.
With the above in mind, Airlink strongly suggests making use of the Covid-19 memo in order to retain the value of your tickets purchased
I sincerely hope you find the above in order.

Kind regards,

Louise Olivier
Customer Care Agent
Tel: +[protected]
Mobile:
Department: Marketing
Company: Airlink (Pty) Limited Website: www.flyairlink.com

4. I decided to go back to edreams chat box, and during my chat with edreams this what they said
In my Chat with edreams it is also confirms that I have 2 years to decide where to travel next: If you're eligible for a flight credit, you'll be informed by email.
A flight credit allows you:
► To change date, destination and/or passenger of your booking, depending on the airline.
► To avoid paying extra fees for rebooking, though you may be required to pay the fare difference.
► To travel with total flexibility: Up to 2 years to decide where to travel next. Enter eDreams eDreams
In addition, you will receive an additional voucher from us to thank you for your patience and understanding during these complicated times. ❔ How to use
🚩 Terms & Conditions
Enter
You sent
❔ How to use Enter eDreams eDreams
Sure! To use your flight credit to book a new flight, you must go to our App.

Simply follow these steps:

► Download our app (press button below for the link)
► Open the app and go to the Mytrips area
► Open or add your booking
► Scroll down to 'Your flight credit' and indicate your preferences

In case you need more assistance, our agents will be more than happy to help you rebook your flights. Enter eDreams eDreams
Download the app here. Download App
🚩 Terms
( my argument is 10 October 2020 to 05 January 2022 is only 13 months ( 2 years is made up of 24 months)

5. I desperately need assistant for edreams to rebook my return flights from Port Elizabeth to OR Tambo, with FLYSAFAIR they have taken a step to allow all the passengers who were affected to use the voucher, which even allowed change of destination and name of passengers without any difficulties within 2 years. My flight to Port Elizabeth with FLYSAFAIR is secured, and the hotel is sorted, unfortunately with AIRLINK edreams has to do the bookings, edreams says AIRLINK does not permit, AIRLINK has send a Covid 19 memorandum which they issued immediately after the restrictions were announced to extend the period of using flights credit for two years.

6. Your assistance in this regard will be highly appreciated

Mrs Tjale KM

Simplified invoice
Invoice number 2020-SAL7-[protected]
Date of transaction 10/12/2020
Date of issue 10/12/2020
TJALE KEFILWE MABORE
3151 Zone 2 Zondi Mapanga Street Seshego
0742
Polok
ZAF
Note .

Description
Mediation service of the following travel service Amount
BSP flights
PNR Ticket: TXFC26 ([protected])
Passenger: Tjale Mosima Rosina
Itinerary: PLZ - JNB
Issued date: 12/10/2020 (1) 1, 537.88
BSP flights
PNR Ticket: TXFC26 ([protected])
Passenger: TJALE KHUMO
Itinerary: PLZ - JNB
Issued date: 12/10/2020 (1) 1, 341.37
BSP flights
PNR Ticket: TXFC26 ([protected])
Passenger: Tjale Kefilwe Mabore
Itinerary: PLZ - JNB
Issued date: 12/10/2020 (1) 1, 537.88
BSP flights
PNR Ticket: TXFC26 ([protected])
Passenger: Tjale Mogofane Melia
Itinerary: PLZ - JNB
Issued date: 12/10/2020 (1) 1, 537.88
BSP flights
PNR Ticket: TXFC26 ([protected])
Passenger: Tjale Kgabo Nelson
Itinerary: PLZ - JNB
Issued date: 12/10/2020 (1) 1, 537.89

Page 1 of 2

Vacaciones eDreams S.L.U.
Tax address: Carrer de Bailen, 67 - 08009 BARCELONA - Spain
Tax Registration number B61965778
Simplified invoice
Invoice number 2020-SAL7-[protected]
Date of transaction 10/12/2020
Date of issue 10/12/2020
TJALE KEFILWE MABORE
3151 Zone 2 Zondi Mapanga Street Seshego
0742
Polok
ZAF
Note .

Description Amount
Low cost carrier
PNR Ticket: DOKIWM ([protected])
Passenger: Tjale Mosima Rosina
Itinerary: JNB - PLZ
Issued date: 12/10/2020 (1) 4, 869.36
Mediation Fee
PNR Ticket: [protected] ([protected])
Passenger: Tjale Mosima Rosina
Issued date: 12/10/2020 (2)
Mediation Fee 882.70
VAT VAT % Taxable amount Tax Total
0 882.70 0.00 882.70

Total intermediation fees invoiced by Vacaciones eDreams S.L.U. ZAR 882.70 Total amount ZAR 0.00 ZAR 882.70
ZAR 13, 244.96
As Vacaciones eDreams S.L.U. acts as a disclosed agent, the price of the travel service is shown only for informative purposes. For more details, please see our Help Centre.
(1), Amount collected by Vacaciones eDreams S.L.U. and passed-on to the travel supplier
(2), Amount paid directly to the travel supplier

Page 2 of 2

Vacaciones eDreams S.L.U.
Tax address: Carrer de Bailen, 67 - 08009 BARCELONA - Spain
Tax Registration number B61965778

COVID-19 4Z

MEMO

V.3

Document Date: March 2021
Document Number #0003
Updated Covid-19 Memo - Version 3
TRAVEL UTILIZING 4Z/749 TICKET STOCK
Airlink has extended and updated its Covid-19 Policy to assist our valued clients in navigating this difficult time.
1. General
• Passengers with tickets commencing travel prior to 31 December 2021 will be permitted one free date change, subject to the same ticketed booking class being available. The free date change must fall within the ticket validity which has been extended to two years from the original date of issue. This is applicable to both regional and domestic tickets.
• Any difference in fare and taxes must be collected but the rebooking fee will be waivered.
• The Waiver authority must be endorsed on the new ticket and in the booking:
WF20.4Z.10028 - PEN WAIVER DUE TO COVID19 (applicable to ticketing agents)
• For any date changes requested on sectors booked to travel after 31 December 2021, standard fare rules and change fees will apply.
• Airlink's no-show policy will apply if bookings are not cancelled more than one hour prior to departure i.e. the applicable sectors will be forfeited.
• If an Airlink flight forms part of an itinerary issued on another Airline's ticket stock, please refer to and abide by their respective policy.
• These rules relate to all Airlink tickets - published fares, net fares, group fares and deposits.
• This excludes tickets that have already utilized their free change authorized in Version 1 and 2.

2. Flight Cancellations
• Waivers will not be given for flight cancellations.
• All refund requests will be processed as per fare rules.
• Refund requests made on tickets that were reissued from SAA/083 ticket stock will incur a 13% interline service charge on the fare and YQ, in addition to any other applicable penalties as per fare rules.
• Any schedule changes prior to 11 March 2020 are classified as changes to our network and a full refund may be requested. Any schedule changes/cancellation of flights from 11 March 2020 (the day the World Health Organisation declared COVID-19 a global pandemic) are considered force majeure and standard refund processes apply. This will remain in place until further notice.
• Please note that due to the high volume of refund requests, refunds may take up to 4 months to process.

3. Name Changes
• Airlink will permit name changes (either due to incorrect spelling or a replacement name) at an administrative cost of ZAR1150 inclusive of VAT, within the same booking class. Please note that the value of the admin fee will differ depending on the country in which the name change is initiated - rates can be found on our website www.flyairlink.com . This can only be processed through Airlink directly.
Any difference in fare and/or taxes must be collected.
• Please note that name changes will only be permitted on wholly unutilized 749 issued tickets.
• The second alternative to an incorrectly spelt name or full name change is the purchase of a new ticket in the same class of travel as the old ticket. The old ticket will be sent in for a refund, less the administrative fee of ZAR506.00 inclusive of VAT. Please note that the value of the admin fee will differ depending on the country in which the name change is initiated - rates can be found on our website www.flyairlink.com, listed under the refund policy.
• If you need to make use of this service, please contact +[protected] or email:
[protected]@flyairlink.com

4. Travel Vouchers and Extension of Ticket Validity
• All unutilized tickets issued between 06 December 2019 and 31 December 2020 are eligible to further extend the validity of their ticket by an additional year to create a three-year validity period in total. Any tickets issued on /after 01 January 2021 will still be eligible for a two-year ticket validity, until further notice.
• The validity related to the third year can only be accomplished by converting the ticket to an Airlink travel voucher. Whilst these vouchers are still in the development stage, they will be available for use prior to the two-year expiry of the original ticket, i.e. the first batch of vouchers are due towards the end of 2021.
• We strongly recommend that the conversion to travel vouchers, for the purposes of extending the validity, are not requested more than a month prior to the two-year expiry date of the original validity. This is to ensure that the maximum benefit of the additional validity is achieved. However, if a travel voucher is not requested prior to the expiration of the two-year validity, the original ticket will be deemed expired, and no further transportation permitted.

• Please take note of the following Terms, Conditions, and benefits of the voucher system
- Travel vouchers will be valid for one year/365 days. All travel needs to be completed within the 365 days.
- The travel voucher will contain the full value of the original un-flown sectors. The value of the travel voucher can be used towards any Airlink flight on any route. Any difference in the total value of the new ticket versus the value on the travel voucher will need to be collected.
- Please note that the travel voucher is completely non-refundable. Any residual value will be forfeited after the expiry date. However, this residual value can be utilized as part payment towards another ticket within the same validity period of the travel voucher.
- The value of the travel voucher may be gifted to someone else to utilize without incurring the cost of a name change. An admin fee for a name change will only be required if the new ticket issued from the travel voucher requires a new name.
- The above Terms and Conditions are subject to change without prior notification.
5. Summarized policy:
Original date of issue Prior to 31 December 2021.
Original Travel date 20 April 2020 - 31 December 2021
Itinerary Valid on 4Z flight numbers on 749 ticket stock only
Permitted travel dates Free date change permitted on tickets issued for travel prior to 31 Dec 2021
within ticket validity.
Free date change Reissue On/before 30 June 2022
Ticket Validity All travel must be completed within two years of original date of issue (a 3rd year extension permissible according to above listed T & C's
Penalty Waiver authority WF20.4Z.10028 - PEN WAIVER DUE TO COVID19
Refund/re-routing As per fare rules
6. Important Note
• Airlink's updated Covid-19 memo supersedes specific elements within Airlink's Conditions of Carriage as well as Airlink's refund policy until such time as the World Health Organization (WHO) declares the pandemic over.
• Passengers are required to produce a printed and valid medical certificate in English with a negative
Covid-19 PCR test result not older than 72 hours before arrival and departure to and from South Africa. The PCR test must match the name in the travel document. The onus is on the passenger to check the specific testing requirements for their destination, including transit countries and arrive at the airport with the appropriate printed travel documents.
Distributed on behalf of Airlink. For more information, please contact: Airlink Head Office +[protected] [protected]@flyairlink.com www.flyairlink.com

My booking reference is [protected]. I asked to change my flight to 1st Oct 2021. I received a call from eDreams on 22nd Sep and they told my change request has been approved and I received a confirmation email (pls review the attached files) on the same day. However, my flight was cancelled and I called the Swiss Airlines who told me that eDreams didn't issue my tickets after confirming the change of my flight. I contacted eDreams about this and they told me that they don't have this record. I forwarded the confirmation email to the email team 3 times but no reply. I called the hotline on 27th, 28th and 29th September and what they told me was keep on waiting. They promised they would get back to me but they never do that. My flight supposed is on 1st Oct, but I was told to keep waiting and no answer. And I've booked a hotel and covid test but I am not sure if I can fly on 1st Oct. Also, I wasted a couple hours to deal with this with the hotline. It seems I am helpless at this moment. Very disappointed with eDreams service.

Easyjet informed me via e mail that they had refunded my flight money to edreams on 12/8/2021, please see their e mail below. I have e mailed e dreams several times, no written response, they just send an automated message. I want my full redund that you have kept in your bank account for the last 6 weeks. Very bad customer service.

My e mail address is: [protected]@live.co.uk

Fw: easyJ Complaint Reference ID: 178413911 ]]
collette covington
Wed 22/09/2021 06:58
Good morning to you

Can I ask you again to refund me the monies £262.96. If this is not resolved, I will be taking my complaint to trading standards.

Regards

Collette

rom: collette covington
Sent: 15 September 2021 16:38
To: customerservice-en@contact.edreams.com
Subject: Fw: easyJet General Enquiry - General Complaints [en] [[ Reference ID: 178413911 ]]

(reference: 7255540453)

Good evening to you,

Easyjet informed me today that they paid the refund for my flights in full on the 12 August to you. Can you please refund me my money immediately please, since you have had the refund for over a month. Please see email below from Easyjet

Regards

Collette

From: customer.service@easyjet.com
Sent: 15 September 2021 09:12
To: [protected]@live.co.uk
Subject: Re: easyJet General Enquiry - General Complaints [en] [[ Reference ID: 178413911 ]]

Dear Collette,

Thank you for contacting easyJet.

I understand that you're anticipating a refund for your booking and I appreciate your patience with us during these challenging times.

Having checked your booking, I see that we've processed a refund for the total cost of your booking that is 269.52 GBP to the original method of payment as below:

Card 1

6 GBP ; (processed on 21st of July 2021
2 GBP (processed on the 11th of August 2021)
198.56 GBP (processed on 12th of August 2021)
Card 2:

62.96 GBP (processed on 12th of August 2021)
I takes 7 days for the refund to reflect in the account from the date the refund is processed.
As this booking is made through a travel agency, Usually, they use their own cards or accounts to pay when they book with us. Hence, when the refund is processed, it goes back to the same card used while making the booking.

I'd request you to get in touch with your travel agent directly to trace the refunds as we have processed the refund of your flights. You can also use this email as a reference.

I hope this information helps.

Kind regards,

Kashyap

easyJet Customer Services

fly us: www.easyJet.com
follow us: www.twitter.com/easyJet
friend us: www.facebook.com/easyJet
Mobile App

>> Original Message ...
>> From: [protected]@live.co.uk
>> To: [protected]@ejprodmail.verinthms.com
>> Subject: easyJet General Enquiry - General Complaints [en]
>> Sent: 10/09/2021 07:56
>>
>>
>> ===============
>> Your details
>> ===============
>> First name: Collette
>> Last name: covington
>> Booking reference e.g. EFG123H: K2613K4
>> Flight date: 07/10/2021
>> Email address used when booking: [protected]@live.co.uk
>> Contact number: +[protected]
>>
>>
>> ===============
>> Your question
>> ===============
>> Your question is about: General Complaints
>> Your question: Easyjet changed my flights in October to Thessaloniki. I managed to change my accommodation dates at my hotel. Easyjet then changed it again to a different date and return destination. I was not able to get a flight with Easyjet to Thessaloniki. for October for the dates that I had booked my hotel and so Easyjet cancelled my flights. I spoke to a member of staff at Easyjet a few weeks ago and they agreed to give me a full refund. Easyjet informed me my refund was in 2 parts. £62.96 which I have received and £262.96 which I am still waiting for. Easyjet are saying that they are not able to give me the refund because I booked my flights through edreams and so therefore I have to ask them for a refund or ask e dreams for the last 4 digits of the card they used to pay for the flights to easyjet which I can then give to Easyjet and they can action the refund. I have sent 2 e mails to edreams with this request, they are not responded to my e mails. I then when on line to edreams and requested the refund through that route. They have refused to give me the refund saying that Easyjet have to pay the refund not them. My booking reference with edreams is 7255540453. I know that Easyjet work hand in hand with edreams, so why are you making it so difficult for me to get a refund. If this issue is not resolved with a full refund, I will be putting in a complaint to trading standards and the UK Civil Aviation Authority
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>> Regards
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>>
>> Collette

Hello,
I have bought airlines tickets from Vilnius to London and back (2021.09.[protected]). The amount was debited from the account (amount 74.80 eur).
Payer Ada Kieraite, e-mail address [protected]@gmail.com.

But now I see that there is reserved amount by your company 54.99 eur.
I haven't bought anything.

Please find attached file from reservation screen. There is onformation about my account number, date since when amount is reserved.

Please return my funds.

I'm waiting information by email: [protected]@gmail.com

My Booking reference in edreams#[protected], last name Lelis. This flight is being cancelled by the airlines which I didn't use it last yr. Now, I need to use it and change the flight from orig Date to Oct. 12 2021. I raised and contacted edreams via help center and yet they still haven't responded and solved. The validation of my ticket is so closed where I feel worried. Please help me to resolved this issue as soon as possible. Thank you

Booked a Cruise and flights with e Dreams, arrived early at the airport to check in, only to be told that the flight was cancelled, no notice of flight cancellation sent or given by eDreams, the result being subsequently missed the start of the cruise and holiday completely LOST, tried desperately to find another flight, there were NONE available that would get us to the ship before it sailed, Holiday completely LOST...! I am "Incandescent" with RAGE at this company for which I expect, not only a refund but compensation for making a complete MESS of my and my friends holiday, it is an absolute DISGRACE..! Even worse, is that they never answer their phones and you cannot get to speak to a human being...incompetent and DISGRACEFUL...!

I have not received any invoice for my flight and my company is unable to reimburse my money without one.

I booked my flight from Cancun to Montreal in September and it has been weeks and I haven't received any invoice so far. The invoice is a document which I need to get repaid the money I spent on my travel, I've searched through the page and the app and there's no way to retrieve it. It seems to me that what they are doing here is evading taxes.

Good afternoon!
I bought with eDreams company 2 flight tickets a day Mon, 23 Mar, 2020, from Papeete to San Francisco with a French company. eDreams booking reference: [protected]. The company canceled the flight due to Corona virus, Covid 19. I contacted them to get a refund. They agree to return the money, but only in the same way they received it. That is, to give back to you. I have been waiting for this refund for a year and a half. Is your financial situation so difficult that you do not have $ 600 to repay me ?! Regards, Efraim Kaufman, [protected]@012.net.il

Flights booked and paid for in 2019. Flights cancelled due to covid in 2020. Refunds requested and still waiting after 18 months.
7 calls and numerous emails but still no refund.
Each time I am lied to, told different lies, advised this is escalated, given a date for resolution which never happens.
All I want back is the money I paid for the flights.
Regards
Chris

I am still waiting for my complaint from August 2021 to be resolved, see link below:
https://www.complaintsboard.com/edreams-b105699#c1302475

In summary, I paid eDreams for tickets to Brussels, and upon arrival at the airport, these tickets did not exist with the airline. Not only haven't I received reimbursement for these tickets but I also had to buy new tickets with an inflated price to be able to travel.

If this is not sorted in due time I will contact every single customer with an unresolved issue with eDreams and take legal action.

Via eDreams on August 29 i have bought a ticket, there i have also bought an additional bag (40 kg), so in total i bought the plane ticket with a bag 20 kg and an additional one 40kg. And for this ticket i have paid 285 EUR. However, when i went to the airport to check in, it seemed that the company eDreams, did not make the purchase of the second bag (for which i had already paid), therefore i was obliged to pay extra 15 EUR per each kg.

I Made a booking with Edreams and one of the flights has been cancelled by Airline company.
I asked Edreams for the refund, talked to them 5 times, hours inthe phone, sent many mails and nothing...they keep me on hold for hours.
I received the refund confirmation from the airline company and also spoke with them and they assured me that they have refunded to Edreams but Edreams didn't give me the refund.
I will never use this fraud company again and it is embarresing to find out that I have been cheated like this . just want my money back.