eDreams
Reviews and Complaints

Dear Sir / Madam,

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

The issue that I have experienced was: Book a return ticket to Lisbon but unfortunately part of the booking was not confirmed and eventually then eDreams cancelled my return flight but not the outbound flight to Lisbon.
I have tried to explained that if they can't give me my return flight I need a refund of my booking as we can't no longer go to Lisbon .
They have refused to refund me my outbound flight as they said this was confirmed despite the return flight being decline .
They only want to refund me the return flight ( with wiz air ) but not the outbound flight (easyjet ) .
EDreams is forcing us to accept part of the booking and we can not accept this.

It occurred on: 2021-04-27

This meant that Instead of s return flight we are now left with part of the booking which is single flight no return

We need refund of all the booking ( not just part )as they didn't give us what we have payed for which was a return flight to Lisbon from Lutton
When we book this on eDreams they have taken the full payment for the booking ( return flight )

I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply to this email address.

Yours faithfully,

Ana Bras

Booking Reference [protected]
EDreams booking

53 Quayside Way,
Hempsted Gloucester
Gl25ex

Booked a flight with edreams on the 19.12.19 from Lisbon to Cape Town on the 20.12.19 and a return flight from Cape Town to Lisbon on the 01.12.2020. I paid approximately EUR 1600. In August 2020 I got an email advising that my flight got changed. I got another email in September that it got changed and in October I got an email that I will be refunded. In December I got an email that I got a refund. However no mention of amount and on my bank account I cannot see the refund. Due to Covid I expected delays so waited a couple of month before reaching out to them again. I ask if they can advise me about my refund as I haven't recieved it nor do I know the amount. the email got ignored. I then spoke to the customer service team who advised that they cannot see my flight for the 02.12.2020 and that I am not entitled to a refund as I taken the flight on the 20.12.2019. I advised that there are two flights and that I can send them my confirmation email. Every time they just hang up! (I can give you time of calls so you know I am not making things up). No money for the flight they have cancelled and no one that wants to help me with it

Hi there,

Our complaint is about the pending refund of our canceled flights
by Vietnam Airlines : VN018 (21 July 2020) and VN787 ( 22 July 2020)
Booking reference : 5016556698
Refund #6537570032
Could we have news about the refund process

Mr JAMET Christian
jamet.[protected]@hotmail.com

See attached documents
Thank you

I am unable to unsubscribe from their email list. I have tried 4 times already. I have googled how to do it and find that I am not the only one who has unsubscribed but keep receiving their annoying emails.

In the beggining of February 2021 me and my friend have made two separate bookings via eDreams but on the same flights from Belgrade to Maldives. We made our payments and got our booking confirmations. The flights are booked for April 14th.
On February 14th our nightmare begins. Both of us receive an email that there has been a significant change to our booking and we have learned that our flight was cancelled. They are offering either a reschedule or a refund. Because we have already booked our hotel we decided to reschedule. In the meantime I got an email that they have provided me with the option to fly from Belgrade to Frankfurt, that Frankfurt Doha and Doha Maldives. My friend was never been offered that option and after countless hours wasted with the call center operators she had to rechedule for April 13th, and I was due to fly in on April 14th as originaly planned but with an additional stop during the departing flight.
It is now March 2021 and my friend gets an email that there has been a significant change to her booking. The flight scheduled for April 13th has been cancelled. She is yet again waisting time and money trying to get trough their call centre and resolve the situation. She mentions what option has been offered to me to which she is ignored and being told that that option is impossible and it just can not be done. They are escalating her request and she is beeing told that she will receive an answer within the next 24h, and when that passes she is told to wait the next 24h and so on. In the end she makes a deal with them to transfer her back to the first cancelled flight on April 14th that has now magically reappeared again. She had to pay a fee to be transferred back to the flight she was originally booked on.
It is now April 9th and we are scheduled to depart in the few days. I log on to the airliner website to check my booking and here is what I can see I am scheduled to depart from Frankfurt to Doha on April 14th but my flight from Belgrade to Frankfurt is missing even though I got my confirmation from eDreams. Yet again, after hours and hours of trying to reach them I get the answer that my request has been escalated and that I will be receiving an update within 24h on something that they themselves messed up.
I am tired, discusted and extremely dissatisfied with their service and horrified how incompetent and fradulent they are.

I bought two tickets from Antaly to Milan and Edream try to scam me asking me that I had to ask a refund and the ticket was canceled so I call Turkish Airlines and I asked them and they say the ticket wasn't canceled so edream tells you to ask for a refund so they can get the money and never give it to you back
Edream it's a scam agency they tell you they will give you the money back in four months to six months for money back and they will never give you the money back I hope the police or federal agency will catch them

I booked via E dreams to go from Rapid City, SD USA to Chadron NE, to Denver, CO so I could change flights to Frontier Airlines to Dallas TX (DFW) via reference number [protected]
Flights: Botique Airlines (small 8 seater airplane) flight 4B0711 Booking reference AB25PD 12:30 departure 29/3/21 was canceled and even though I have travel insurance, they are refusing to cooperate either for a refund or re booking.
Other unused boarding pass I have is for flight 4B0717 Ref AB25PD full on Wednesday as they only fly twice a week.
Flight was canceled due to high winds and could not land, had to turn around and go back to Nebraska.

I booked a flight from London to New York through edreams. Once in New York virgin cancelled the flight and I was sent an email saying that I could get a new flight as long as I flew before the 31st of May. I have called 15 times, been put on hold for hours, had multiple promises to me broken and been stranded in America for weeks. I have never been so poorly treated by any company in my entire life. This has cost me thousands of dollars an a huge amount of emotional distress. I would love nothing more than to sue them.

Ref: [protected]

I've been waiting on a refund for 2 months. I have been inconvenienced on 20 different times, I have been hung up on over the phone also.

I find it so ridiculous that a single person needs to follow up with a ticket issuer for such unprofessional level of service.

The company has agreed to issue a refund well then process the funds so end users whom have other commitments can move on also.

If edreams is not planning to place an Australian support office then they shouldn't be allowed to issue

Booking Reference: [protected]
Refund Request: #3227141

Dear Sir/Madam,

This email is in relation to not receiving my refund. My lawyer will be getting involved if this situation is not rectified promptly.

I purchased flights at the cost of 2788.71 EUR from eDreams website on 9 Feb 2020. The flight was due to depart on 7 July 2020. eDreams acknowledged my refund request on 9 July 2020. On the eDreams app, as of September 18 2020, my refund was labelled as 'Processed' (evidence below). On 22 September 2020, I received an email from eDreams asking for my bank details as a refund was due. I promptly responded with my details. On 29 September 2020, I received the exact same email to which I responded with my bank details again. On 7 October 2020, I received a similar email from eDreams asking for my details, however this time, they mentioned the refund amount for the first time, of 2759.80 EUR. This figure is 28.91 EUR less than the amount I paid when booking the flights. I, for the third time, responded to them with my details. At this point, I was under the presumption that eDreams was finally adequately dealing with my request, as the app said my refund was processed and they were asking for the bank account I wanted the refund to be paid into.

On 4 January 2021, I emailed eDreams customer service team. On my eDreams app, my refund status had now reverted back to 'Requested' (evidence below). It had been 'Processed'. eDreams changed the status of my refund without making me aware.

Initially, I was told by eDreams of a 90 day refund period from the date of the refund request. This 90 day period was up on 7 October 2020. As per the latest description on the app, refund periods can take 3-6 months. The 6 month period from my refund request was up on 9 January 2021. It is now 6 March 2021 and I have not received my refund.

Throughout all of my emails to the customer service team, direct messages on Twitter and chatting to the chat box on the app, I have not received any correspondence that was not an automated email response from eDreams.

On 6 March 2021, I clicked into the eDreams app to check on my refund status. I could no longer manage my booking and check my refund status. A blue banner stated that my case has been resolved (evidence below). It has not been resolved as I am still awaiting my full refund of 2788.71 EUR.

Tavleen Pabla

48 Sunnyhill Ave,

Derby,

DE23 1JQ.

05/03/2021

Contant No: [protected]

Dear Sir/Madam,

Policy no ORJ and Reference no: [protected]

I am writing you to make a complaint in relation to my holiday booked on 31/09/2020 going to New Zealand on the 14/10/2020, which was paid for on 30/09/2020.

I was not contacted by Edreams Travel agents or Qatar Airline in relations to my holiday dated the 14/10/2020, concerning cancellation of this flight. I believe that Edreams being the Travel agent and also Insurer of my Holiday had a legal obligation under the EU statue which cover holidays to notify me weather or not Qatar Airline had cancelled my holiday due to border restriction in relation to the Covid-19 Travel restriction in New Zealand and if Qatar Airline had cancelled or not cancelled due to the Travel restriction state above.

Throughout my contact with Edreams and all relevant parties in relations to my holiday, with getting clarity in relation to my holiday which cost me £1019.21, part of this figure represents the cost of my Edreams Travel insurance, under this insurance I am covered for cancellation of travel prior to commencement up to 5000 Euro, this insurance policy was taken out on the 30/09/2020 when I booked my holiday.

Under my Edreams Travel Assistance Insurance, I would like a full refund of my holiday which cost me £1019.21, there has not been full clarity of the circumstance by Edreams Travel Agent to do with my holiday weather or not Qatar Airline had cancelled holiday flight on the 14/10/2020 due to Travel restrictions, this information to weather or not Qatar Airline had cancelled was only available to Edreams Travel agent who had taken the payment for my holiday.

Over of this period of time I found this situation to be very stressful in not being given clarity of information concerning the refund of my money. I do not wish to escalate this problem and wish for a favourable outcome in the refund of my money

I followed your procedures throughout this process, I therefore give you notice that I expect a favourable reply within two months of this letter dated 05/03/2021 should there be no reply within the above time limits stated within in this letter, then I will be forced to bring claim against Edreams through the financial ombudsman.

kind Regards

Tavleen Pabla

I booked a flight in November of 2019. The date for the trip was October 3, 2020. The airline canceled the trip and I requested a refund on August 18, 2020. EDreams said it could take 3-6 months for the refund to be collected from the airline. I called several times throughout this period to check on the status and was treated with rudeness and dishonesty by incompetent representatives. It has now been more than 6 months and there is no resolution. EDreams stated they were waiting for the funds from Alaska Air but when I spoke to the airline they said no funds were paid by this company! My ticket was a total of $1030.35 and this will be repaid in full even if it requires a lawsuit.

Dear Sir/Madam,
I have bought a flight from Tipei to Hongkong and then from Hongkong to Instanbul and Tel-Aviv on March 26th, 2020.
Booking ref - [protected].
When arrived Taipei airport, there was a new notice that the Hongkong airport is closed to non-citizens due to Covid-19.
Therefore I was not allowed on the flight and obviously could not get on any of the other flights.
After several phone calls, Edreams infomred me that I will not get a refund due to "no-show" which is clearly not the case.
I will appreciate any help from your side on this case.
Best Regards
Inbar Lachman

Waiting for refund since May 8th 2020 for a family of 7. Trip cancelled due to covid.
Endless contact with eDreams to be told the same information has what everyone helped has said. Refund rejected. Priority case. Waiting on feedback from airline. I contacted virgin myself who have told me they have issued the refund and by now e dreams should have refunded back to me. I have sent eDreams a complaints form. No feedback. I have sent all emails from virgin to them with contacts should they be having issues. No feedback. I am my wits end with the whole process and the company and would like advise on how I can take this to the next level
Thankyou

I paid for return flights from Auckland to Dunedin on Sunday 20 September 2020 . I cancelled the Auckland to Dunedin flight scheduled for 20 December 2020 because the flight times were changed . I received that portion of the refund on 23 September 2020 . Original booking reference number
was : [protected]
In December 2020 I wanted to change my return flight from 2 January 2021 to 9 January 2021 . The airline, JetStar, would not move the departure date and informed me that I had to cancel the flight and rebook on my preferred date. Booking Reference GMNSXN
This I did and requested a refund from them which they paid in December .The problem being that the refund was paid to a e-dreams on their Mastercard . I contacted JetStar and they confirmed that the refund had been paid.
I however have not received any refund from e-dreams although they had the money since December . Please help . I think this is very poor service .

My partners return flight to mexico was cancelled due to the corona virus, we had booked this flight through e dreams . The flight was due to leave Heathrow on the 14th of August 2020 ref nakc4z . My partners name is Cristina Meza and was traveling with my 1 year old daughter Sophia Cooper, they are both with me in the UK still . Up until today the booking reference number was [protected] . i will explain that in a minute . Anyway after the cancelation we tried to contact e dreams regarding an open ticket that they had issued, so my partner tried to validate the ticket for a return flight in November the 26th 2020 but no matter how many times we contacted e dreams they pretty much told us the same thing ( you will have confirmation in the next 72 hours ) But never received it ! Every 3 days we would ring and be told the same thing . this was driving me insane, and everything about this situation was getting us down . One Phone call costing me over £20 ! The uk went into lockdown for November so would not have been able to travel . So i decided to quit with the open return ticket and go for a refund thinking we may have more success ! So since the end of November 2020 we kept sending emails to e dreams but have ignored all our requests, we have rang them on numerous occasions to no success of confirmation . Today i tried to ring again ... and every time you call you must put in your booking reference number, so i put in the number then went through the automated numbers to get me to the right place, then waited for someone to take my call, a young lady answered my call after 10 minutes, asked for my booking ref number and asked how she could help! I asked if she could tell tell me the status of the refund, she said ok ! but then put the phone down on me ! i was fuming as this has happened lots of times ! Of course i tried to call back ringing the same number and putting in the same booking ref number that i have used since August to find it doesnt work, i tried several times thinking i may have made an error but it was not letting me proceed ! the lady must have cancelled the booking number or something ! This is a major problem as we have no way now of getting through to customer services !or even being able to check status ! Is this Legal? ( one call i had with a young lady from e dreams ... i was explaining that i needed confirmation of flight for the home office as my partner is here past her visa . The lady got up walked away and started to chat with someone in her house, as she was working from home, she didnt hear or care to what i was explaining to her !) If it wasnt for the fact that the country ha been in lockdown i would have not had the time and patience to be dealing with this company . people will remember this from the lockdown . Regards Keith Cooper [protected]@hotmail.co.uk

I booked flights with eDreams to Turkey from London for April 2020. Unfortunately like everyone else my flights got cancelled due to the pandemic. Since then I tried following up with the team via phone to request a refund and the constant response has been that a refund request has been made but I am yet to receive a refund.

It has been 10 months since my flights have been cancelled and I am utterly disappointed and shocked at the rate of response from the company. The company does not send me any follow-up emails to provide me with a status and despite filing a complaint via online form, Twitter and over the phone, I have not got my refund.

I spoke to them again today and this time they are saying the airlines denied refund because tickets were exchanged but there was no tickets on their system. I have been waiting for such a long time and thinking to take legal actions.

I can't unsubscribe from your mail newsletter and its flowing with publicities I do not need. There is no link to unsubscribe, nowhere on your page can I see this function, and now only on this site have I met someone with my exact same problem, just for edreams to reply them that they removed him from the newsletter, instead of fixing this problem for everybody. So now I just write this in the hope that I will get unsubscribed too. Seriously, I am not travelling when there is a pandemic going on your capitalists [censored]s

I bought a multi-stop flight from eDreams on 11 December 2020 and never received any confirmation or cancellation email from eDreams. eDreams took payment for my flight and on 11 January 2021 eDreams charged me for PRIME service even though I do not have an account with them. I have called them but cannot speak to anyone at eDreams with a 10 digit reference code. I have used their chatbot KRIS to try to contact them but they never email me. I have used their FaceBook page but they have not replied. They contact my bank who are working to get a refund. It has been a total nightmare

Booked a ticket through edreams, can no longer use to ticket due to the U.K. being in national lockdown and travelling outside the U.K. is illegal at the moment. Contacted eDreams multiple times to be told there is a false cancellation fee from the airline, the airline told me there was so fee to cancel because of covid. They are telling me I paid £285 for my flight when I have proof I paid £569. I would like an offer of a full refund due to covid.