eDreams
Reviews and Complaints

Booking # [protected]
I purchased return tickets from Toronto to Vancouver on July 17 2019 through Edreams for Flair airlines. Bought the optional cancellation for any reason insurance. On July 21 contacted the company to cancel the flights. They told me that they could give me a refund for the majority of the charge ($1009.12). They would not refund it to my MasterCard (the method used to purchase the tickets). Said I needed to provide them with bank account info and that the refund would happen within 7-10 days. I reluctantly gave them the requested information. 14+ days later no money has been transferred. I called the company again (average time on hold for each call is approximately 45 minutes) and they said that the money has been transferred. The person I spoke to said something unclear about making a complaint on the website. I see nowhere on the edreams website to make a complaint. I called again and was asked to call back tomorrow because the finance department is currently closed. Followed up again mid August. Spoke to someone who asked to confirm our bank account information. The information they had for us was completely incorrect. Provided the correct bank account and IBAN number and had employee read it back to confirm that it was correct. On August 18, received an email from edreams saying that our request for flight cancellation request had been received and that ‘Once the payment is processed, the amount will be refunded back to the same payment method as in the original booking.' We still have not received our refund.

Original booking:

July 21 email:
Dear Customer,

With regards to your booking [protected] we are pleased to advise you that your refund has been processed.

The amount of the refund will be 1009.12CAD. In order to proceed with your refund, we kindly ask you to provide us with the following information:

• Account holder (full and complete name):
• Bank account / IBAN:
• SWIFT / BIC code:
• Routing number (only for the USA):

Please confirm your details by replying to this email.

Once again, thank you for contacting eDreams and we look forward to being of service to you again soon.

Kind regards,
Your eDreams Customer Services Team

August 18 email:
Dear customer,

We are pleased to inform you that your flight cancellation request has been received.

Our objective is to process all refunds within 10 days.

However, please note that in exceptional circumstances we may require additional authorisation from the airline, which could delay the planned timeline.

Once the payment is processed, the amount will be refunded back to the same payment method as in the original booking.

If your reasons for cancelling are covered by insurance, we suggest that you contact your travel insurance provider to check if it is possible to claim a refund through them.

Kind regards,

Your eDreams Customer Service Team

Did you know you can manage your booking online?

Click here to check the status of your refund, request an invoice, cancel bookings, request the confirmation e-mail and much more!

eDreams

I am still wiating for my refund! I cancelled my flight on the 29th of August and my refund has still not come back. I am paying interest on this money and would like the full refund of all my money back imediatly. It is not good enough. I ahve called and been on hold over 6 times and each one tells me the same story that it will be in your account in 48 hours and never is it. I have a confirmation email confirming it will be in my account and it still isn't. Worst company I have ener dealt with. Yuo could of earned alot of business from our clients. You are the worst company I have ever come accross.

I booked a return taxi via e dreams from Palma airport for 2nd and 8th September 2019 but 4 days before travel I was informed that the taxi had been cancelled due to lack of cars. I was told I would receive a full refund but I have only received 50% of the cost. I have been trying to contact dreams via email and telephone but have been unsuccessful despite numerous attempts. Please can you advise how i can resolve this issue. Our ref no was 1184214
Andrea Marshall

I used edreams service to book my trips from saudi Arabia to Jakarta. I paid 2506 SR around 590.60 EUR for having this trip through Etihad airlines then when I was planning to check-in through your App, I surprised that my name duplicated two times I tried so many times to reach you to solve the problem but I lost more than 170 SR around 40 EUR without getting solution or answer then I started to communicate with the airline to find suitable solutions for me. they told me to communicate with edreams customer service to solve the issue and they help me in one important thing which was opening the reservation to cancel the booking anytime with 100$ penalty and you will receive the rest of the money.

I tried a lot to call edreams again and again then I used the messenger on Facebook to reach them but their service was soo bad where i waited more than 2 hours.

Finally I lost more than 2300 EUR for other reservation from booking hotels and different services and I could not cancel the booking and get my money back.

- date of incident:
Daily
- Client number:
not available
-full desrciption of the incident:
In Hotmail.com eDreams E-mail is designed so that it immediately redirects to their website. There is no possibility to unsubscribe on the company website.
Because of redirecting it's impossible to manage the Inbound rule in hotmail.com Mailbox.

It is a SPAM without a posibility of any control in Hotmail.com !

I requested a refund for an incorrect ticket June 25 and was told I would receive the refund within two to three weeks. That was two and a half months ago and I still have not received anything other than emails asking for my banking info that I have given three or four times. I would have expected to receive the refund in a timely manner but have not received anything other than more emails asking for the same info that I have submitted three of four times already.

On the morning of the 6th Sept I used your app to book my flight tickets from KL to Bali return. Initially I began to book an outward flight on the 10th Sept to return 9th Oct through eDreams for approx $NZ230. The booking did not go through and a pop up stated something like "Your booking can not procede at this time, try again later". This has happened to me before on your app so I just picked another provider like I always do when I get this pop up. Shortly after, I proceeded to make a booking with trip. com, but changed the dates to 17th Sept for the outward flight from KL, returning from Bali 15th October. The trip.com booking went smoothly & I received my receipt of payment and booking confirmation emails very soon after.
The following night on the 7th Sept I received an email from eDreams stating that my bookings with them had been confirmed. I checked my bank account and they had deducted $NZ324 dollars (so much higher than originally stated).
To further complicate the issue, I also received an email at the same time which had an attached 1 way e-ticket for a flight from Bali to KL with the same Airline reference as the confirmation email (so I presumed that this was 1 of the 2 e-tickets to match the flights from the previous email) but when I downloaded their app, it shows that I have bookings with them for 1x return flight (KL/Bali, Bali/KL) and another 1 way flight from Bali to KL with a different Airline reference than the confirmation email.
Then, this afternoon (the 8th Sept), I received an email from them stating, " Last chance to compete your trip. KUL to DPS"...KL to Bali,
the other half of the second booking.
I have been messaging eDreams since early this morning trying to sort this out. Most of the time I was being attended to by a robot but on 3 occasions I had different agents messaging me and promising me that they would get a supervisor to call back in an hour or three (after I requested this). I gave up after 9 hours.
Could you please call me tomorrow on +[protected]. This is an urgent issue as I don't want to be marked down as a no show the following morning with Malindo Air at KL airport.
Thanks, Michele O'Callaghan

It's a very sad state of affairs there at your call center. I've called for about 3-4 times today and about a 10-20 times on an international call to your call center along with the conversation with your Social Media/Twitter team and people who respond to support emails. I'm not able to get through either the money back or a timely response from any of your departments about my flight booking done via your website (Ref No: [protected], Booking # K2HOPG).

This flight booking mentioned above didn't fly and airline says to contact eDreams to rebook the flight. I've tried countless number of times to book it but with no luck. I really want to rebook this flight. Your CS team never calls me back or responds me back on twitter. Please can you do anything about this?

I booked a flight with Kenyan Airways through edreams (Reference for eDreams: [protected];Reference for Kenya Airways: [protected]). I am no longer able to travel, so I contacted both edreams and Kenya Airways to process with ticket cancellation. Kenya Airways told me (in writing) that my ticket can be cancelled with a penalty of USD 240. I managed with huge difficulties to contact edreams, and received 4 different quotes in 4 occasions. None of the agents was able to provide a break down of penalties, and the amount that could be refunded to me became progressively smaller every time I spoke to an agent. edreams is not able to explain why their calculation varies drastically every time I call, and also agents are not transparent on which penalties they are applying on top of the USD 240 applied by the airline. They are also saying that airport taxes are not refundable, which is absolutely nonsense. I don't know how to resolve this issue, edreams customer care service is basically non existent, they do not seem to keep history of the interactions with their clients, feedback from agents is absolutely inconsistent and the first reaction is that there will be no refund at all. It is a dreadful company, will never use them again, but need to resolve this refund now! I hope this formal complaint will make the company react to firstly, respond to my query, secondly, improve their dreadful customer service.

Today (September 4, 2019) I searched for flights from Sri Lanka to Texas, and edreams had very competitive prices, but when I tried to book, after entering all the (five!) passengers' information, they said the price had gone up and asked if I wanted a new price. I gave up, but a few minutes later I tried again, the same dates/flights, and the same original, lower price appeared. I again tried to purchase and the same happened.. I was offered a higher price. Then, hours later I gave it another try. This time it was even worse. While I found the same lower original price as a result from my same search, the price changed on its own, without warning, as I was entering the credit card information. Had I not taken a final look at everything, I would have pushed the confirm/purchase button and paid a higher price than what was offered to me. This is absurd! They should not be using this tactic (bait and switch). I have bought with edreams many times before and this was truly disappointing! Will avoid from now on.

Date of incident: 2 Sep
Booking ref: [protected]
email: [protected]@gmail.com

I ordered flight tickets on 28Aug 2019 for flight to Danang on 30 Aug and return on 2 Sep. You charged my credit card for HKD4, 379.56 and I got your email confirmation on 28 Aug 2019. But when I arrived Danang airport on 2 Sep, I was being told that my boooking for return flight was cancelled and I have to pay extra money to stay another night and bought the return tickets again to return back to Hong Kong next day. Your team should not charge my money if the booking is not successful and there is no additional email to inform me the return flight was cancelled!

I couldn't issue the ticket I reserved at edreams.
I suffered a great deal of damage.
But edreams does nothing despite my numerous climes.
1.a day's extension because I couldn't get on the plane
2.An additional night at the hotel
3.Extended a day with a rental car
4. Submit a letter of apology because I couldn't get to work
Edreams has not a word of apology at all.
No phone calls, no e-mail response, and these sites must be judged in every possible way.

Hi this the 4th time i have tried to make contact with edreams about this issue. please see below my email i have sent to you customer service many time over the past week;

Booking Ref: [protected]

Hello,

I made the above booking this week (Tue 20th) and was due to fly out last night (21st) at 21:25. However when I went to check in that the airport the airline (flybe) informed me that my flight has left that morning at 08:35. They then told me to call you (the agent) to sort the situation out, which I did. After 55 mins most of which i was on hold for (and almost missing my flight) I was told by your agent that he could not get in touch with flybe as they were closed. Subsequently, and wit fear of missing my important client meeting that night and next morning, I had no alternative to book another ticket for the same flight.

Obviously, at the very least, I will need by outbound flight refunded asap. The gentleman I spoke with had promised a phone call today to resolve the situation, but I have yet to receive one.

Furthermore, I must add, I am extremely disappointed with accessibility of your customer service, especially in such situation. I was on hold for over 20 mins before got my first conversation with one of your reps. This trip was of great importance to me and my firm. The entire situation was an extremely stressful experience.

Can someone please call/contact me asap to discuss compensation.

Damien Kelly.

I have booked many flights through eDreams without any issues. I usually do the check-in by myself as soon as it's possible, but this time I did it through the new, heavily promoted eDreams app. I clicked the check-in button and it went on swimmingly with no text boxes or other notifications. Arriving to the airport I receive an e-mail telling my check-in was cleared... with the wrong name. The app had automatically inserted my Facebook name on the boarding pass, which isn't my legal name. I had to book another, more expensive flight directly from the airline.

Reference to the flight booking number [protected] e mail [protected]@gmail.com

Still no response from e dream

Can you please help I have very short time

Please cancel the booking [protected] because I already have an other booking same day same airways from baku to dubai booking ref 1ary20
I want to avoid double booking and double cost
Dr hamed hussein

[protected]

This edream.com is cheating customer where I click in the edream on where I attach from agoda.com already direct me to confirm the flight and date then process for payment never show me the US site.and it should be in follow my location Singapore right?also the screen is already show me SGD dollars and Yet they say I on US site?Got to pay as USD dollars.hope can help me to reverse back to SGD dollars and refund to me thanks

Worst customer experience ever and worst trip agency online. They cancelled my trip, 5 days before the departure date! (when I had purchased my tickets 6 months ago...) They did not notify me, I just learned about it cause luckily I decided to call them to check on my flight details, they provided poor excuses and no solutions at all. Terrible... DO NOT BOOK with them.

Booking reference number [protected]

(Return Flight from Belfast to Manchester)

I purchased Cancel for Any Reason cover with the above booking, however the cancellation procedure involves contacting e-dreams via a telephone number on your website that does not work from Ireland and so I have been unable to process the cancellation. I have tried every other method to get through to a person and have been unable to as no-one answers the phone, it is all automated.

This flight has cost me more than €180 euros. I want my money back, I want an apology and I want you to give me a very good reason why I would ever want to use such a shoddy service again. And a very good reason why I should not contact the regulatory authorities.

However, I do not expect to hear anything from you, so I might just go ahead with my complaint to the regulatory authorities.

Patricia Moore
pat.[protected]@yahoo.ie
tel: [protected]

I purchased 8 tickets through edreams at $298 each so a total amount of $2856 when I put my credit card details in they charged me $4212 and now are refusing to refund any money at all after numerous phone calls. During one phone call a representative agreed with me that this was not right and the full amount would be refunded, I have recorded this phone call. However when I called back today I was told by another representative that this was not the case and I was not entitled to any refund at all.
This is fraud and I am going to continue to take every avenue possible to receive a full refund.

I bought a flight from Ankara to New York on eDreams's website. Ukraine Airlines, dated 12.08.2019 and flight number PS722-PS231. The ticket price was $750 on the Ukrainian Airlines website and also cheaper on eDreams's website. So I decided to take it from eDreams. However, when I entered all my information and confirmed the purchase then the Price had been $839. I didn't buy any other services. A real fraud.
Necip Ihsan Ertem