eDreams
Reviews and Complaints

I initially contacted eDreams at end of September to enquiry about cancelling airline tickets purchased a few month prior. I was told I could cancel at any time and would only pay fee of £190 per ticket so as I had initially paid a total of 4368.77 the fees of 190x5 would be deducted from that amount. I made a further call a few days after and was told the same thing. I called in the beginning of October to cancel and was told I would have to pay cancellation fee to the airline of 195 per ticket plus 25 per ticket to eDreams plus an additional fee of around 100 to eDreams. I was extremely upset about this as had never been told this and this meant I would only receive 2230.00 from the original 4368.77 I had paid for the tickets. After asking I was told that I could try and request the airline not to pay the cancellation fee of 190 if I sent medical evidence that I had requested cancellation under ill health grounds.
The following day 16.10.2018 i spoke to Ahmed Manager at Customer service and explained the situation and issues with previous travel agents and information provided. I was told that from the 4368.77 a fee of 190 per ticket and 25 per ticket would be applied nothing else. It was agreed that due to issues I would only pay 75 to eDreams for the cancellation fee instead of 125 and that the refund would be in my bank account in 10 days. I also raised a formal complaint due to all the issues I had had, an email was sent to confirm.

22.10.18- contacted eDreams I spoke to a Manager from Customer Services Gorofe regarding issues I was told that he had requested an urgent refund and regarding the complaint I would have to speak to complaints team i requested to be transferred to a Manager I spoke to Dee and discussed the complaint after being on the phone for over 1 hour she told me she was a travel agent and would raise the complaint. I was extremely upset as I had requested to speak to a Manager.

29.10.2018 - spoke to Nikita Manager at Customer Services regarding refund and complaint after almost 1 hour on the phone I was told that as I had requested a full refund due to ill health the airline would have to review this and had up to 3 months to provide a refund I explained that the refund had nothing to do with the airline as this was paid to EDreams and I had been previously reassured about 3 weeks ago that the refund would be in my bank account in 10 days which did not happen. In respect of the airline I provided my medical notes to request that I did not have to pay the cancellation fee from the airline which was 190 per ticket. I was advised she would look into this and get back to me. I then received a call informing me that now the complaints form had been filled someone from the customer care team would have 48 to 72 hours to get back to me.

01.11.2018 - 2 emails sent I contact edreams as no one had got back to me as previously agreed I Spoke to Kushagra at around 15:45 floor supervisor at Customer services regarding refund and complaint I was told that I would receive the refund of 3.099.00 although they could not send an email to confirm and give me a date as this was being considered by the customer care team who were working on the case I explained the situation again and that no one had contacted me to discuss complaint and that this situation was impacting on my health and that I did not understand the situation as they should have refunded me the 3099 which they had initially agreed I would receive and then look into the remaining money - cancellation fees I had requested the refund under ill health grounds. He told me to ring tomorrow and request to speak to Head office I explained every time I ring I am on the phone for around 1 hour and requested him to ring the head office and ask to ring me tomorrow he was really reluctant but agreed to do so.
Again as expected I was not contacted.

On 07.11.2018 I received an email from eDreams stating that a refund would be sent to my account in 2 parts with total amount of 3099.50

I contacted EDreams on 14.11.2018 and spoke to Birendar travel adviser despite having requested to speak to a Manager. I asked when I would receive the amount stated on the email but also status of my complaint and request for the full refund of 4.368 under the grounds of ill health and the way I was treated by eDreams and the various contradictory information given by various different people every time I rang. After waiting for 20 min I was told that the head office advised I would have to wait for a further 72 hours when they would contact me. I again raised the same issues and impact this was having on my already ill health and requested this to be recorded.

17.11.2018 - No one contacted me following the 72 hours I emailed eDreams again no reply. I later received an email to confirm the refund has been completed. Finally I had received part of the refund. I then sent an email requesting an update about my formal complaint and full refund

On 21.11.2018 I then received the following email:
"Thank you for waiting our response.
The amount refunded by the airline is 2224.50 GBP, due to the wrong amount information provided we have refunded 875.00 GBP as commercial gesture.

The total amount refunded now is 3099.50 GBP, no extra refund will be provided.

We remain at your disposal for further information."

I was extremely distressed with the email as the amount I had received was for the cancellation refund which since the early enquiries I was reassured I would receive.

I sent the following email on the same day.

"Again that information is wrong I was told if I was to cancel the flights I would be refunded 3099 pounds in respect of the airline cancellation fee I was told this was about 190 per flight and eDreams cancellation fee was 25 per flight and subsequently told a further 100 pounds fee. I was told that a full refund would be considered with evidence which I provided from medical notes. Therefore I continue to request a full refund plus compensation due to all the stress this has caused and the conflicting information
I continue to receive ". I have yet to receive a reply I have resent this email various times.

I am extremely disappointed and upset with the poor service I have received especially when I have been unwell and the disregard that edreams has for its clients. I have sent numerous emails and made numerous calls throughout since I first made enquiry about cancellation and sent hours on the phone, when I have been reassured someone would ring me back this never happened apart from once and when told I would receive refund within a certain time scale again this did not happen. I had to take time off work to make the numerous calls and feel angry about the way I was treated.

I wish a full refund under ill health grounds and a compensation for the way I was treated but also how edreams has dealt with this situation.
I look forward to receive a response otherwise will take this further.

Patricia Vaqueirinho

Made a flight and hotel booking through edreams. I was told that booking couldn't be completed because my card was declined. However, my card was debited $950.89. When I called they told me that only the hotel was booked and the flights were not. When I asked for hotel confirmation I was told it would be sent to me but I didn't receive anything. I called the hotel where the booking was made and they said they don't have any reservation for me at all. I called edreams back and asked to have they hotel cancelled, they responded that the hotel had a no cancellation policy. I called the hotel back again and was told for a third time that no booking was ever made for me. They are rude and refusing to resolve this issue. I'm missing $950.89 with nothing to show for it and would like my money back now!

I booked a roundtrip ticket from auckland to queenstown and back for total ticket price of $959.19 broken down as follows: jetstar-$738.26 and eDreams-$220.93. this is evident in the confirmed ticket emailed to me.
however, my credit card had 2 separate charges as follows: jetstar-$1, 031.66 and eDreams-$220.93.

please refund the excess amount $293.40
thank you.

monette agmata

I tried to book multi city flight Tokyo - Bangkok- Bangalore-Tokyo for two people yesterday night(Dec 13).
Total cost of the tickets was 123000 yen.
There was error while payment, amount of 91000 yen got deducted from my credit card account and due to that ticket is not issued. I don't have any reference number as booking is not completed.

Please refund the 91000 yen.

Booking reference [protected], email: [protected]@hotmail.com

I made this booking on Jetstar JQ791/JQ786 TQ Booking Reference VFG8UC, via Kayak to your website which quoted the price in AUD, which was competitive (you were even quoting that this price was 22% cheaper than regularly charged for this route). I made this booking today, December 4, 2018. Going further through your booking process, prices were quoted in $$ but no currency. Received your booking confirmation and under "Payment" section, quoted total cost $502.28 (Jetstar $378.85, eDreams: $123.43) with remarks that this was converted to local currency. Local means where I live, right? I gave you my address, its in Australia. So AUD right? Wrong. You charged my credit card for this amount in USD! Total in AUD was AUD 781.68. JQ charges normally AUD 512 return for these flights! So AUD168 more expensive! Phoned your help line (took about 45 minutes to connect)and they mentioned they could not do anything because I went through the US website and I should have noticed that the amount was in USD! At no time did I notice that I suddenly went through a US website with amount mysteriously going from AUD (as quoted on website) to USD. I am assuming that this was an error because I don't see you doing this on purpose so I'm asking you to cancel this charge of AUD168.96. I invite you also to go through the booking process via Kayak and your own site yourself, and even try Jetstar directly. You will then see how far out of line this charge is. I would appreciate your immediate attention.

my name is rachel shalom
order number [protected]

more then 2 mounts im tring to solve problem that i made when i made
i need to change the name famly name to be the same as in the passport
there need to be meytal ben binyamin shlomo
and i typed only meytal shlomo
i did not get any relevent answer i have opened more the 12 service call
i have called the airline support

the swiss airline said there is no problem to mack the correction but oit is the agant responsibilty to do it
and if they do not knoe how they can call us and that it is not problem to do the change
i have to say that im willing to pay for the correction

please help me to do the name coorection

best regards
rachel

on sept 19 I booked 5 tickets with edreams was on the phone for over 5 hours. they had many mistakes with name on tickets. then told me that one of the names can be changed at the time of check in so I left it how it was.
on nov.07 2018 I called to arrange my seats then I was told that my fight had been cancelled due to payment declined . after on the phone for over one hour and half I was hung up on. after being yelled at I was hanged up on.was told there was no payment taken which was not true.

after I the call I called my bank and was told there was a change made from edreams.so then I called back edreams telling me that they could not make the change and would not be able to aboard the plan

Wie sie sicherlich wissen, haben mich im letzten jahr die bürokraten on Air baltica nicht von Berlin aus, nach Duschane fliegen lassen.Ich bin mir sicher, dass man mich am flughafen in dush. nicht zurückgewiesen hätte. 2016 habe ich problemlos ein visa dort am flughafen erhalten!
Ich weiss, dass ich einen gestzlichen anspruch auf rückerstatung von steurn und flughafengebühr, innerhalb von 3 jahren habe!
ich möcht Sie bitten, die beiträge bis zum 14.11.2018 auf mein paypal konto zu überweisen (wie meine e mai adressel)

M.Beder

Erholungsstrasse 4
42103 wuppertal

Germany

Hello! I bought ticket from Dublin to Helsinki on Tuesday 30.11. My flight was supposed to leave 3.11 and coming back to Dublin 6.11 - operated by Lufthansa. I bought tickets through you only because of the price. I did googling and I found you. I started reservation and when I pushed purchase-button price was 157€! Something came up and I had to change the date of my flight and then I opened my confirmation email and I saw that the price was 268€! How is this possible? You never told me that final prize and never even notified that I have to double check my confirmation very carefully. It went also to my trash-folder so I didn+t even see that I got email from you in the first place. I called to your customer service and he didn´t know how to help. I booked another flight with same prices but with different agency and the price was exactly what it should have been. And I am flying with same Lufthansa flights. I googled also on your site again and the prices where the same lower amount than before. Something just happened with the payment and I will not accept that. I really need you to pay me back 111€ which you cheated on me.

Here on attached picture you can see prices which I googled yesterday.

My friends told me not to ever buy anything from you - I really hope you proove they wrong on this.

Oct 2 : Edreams cancelled my flight due to their system error and they said I can get my refund within 10 days.
Oct 22: I checked my credit card account and still cannot get so I call again. They said they need my bank account number and swift code! WTF! They will not contact me if I did not call and they need me to wait for another 10 days to get back the money.
Nov 1: I checked my bank account again and still cannot get so I call again. They said something rubbish and asked me to wait another 10 days! WTF again! Why I have to wait another 10 days!

Please return my money ASAP!

My SAGA platinum account [protected] has been charged £100.05 on May 21 2018 with the reference 74579168142042933392450 and another reference [protected].

SAGA have given me an authorised code 017802.

I have absolutely no idea what this is for and suspect it is the fraudulent misuse of my card.

Can you give me details of this transactions please.

Michael Evans OBE

Today, Oct 25th 2018 at 10pm, I bought a ticket flight from Denpassar to Lombok for Fev 15th 2019 at eDreams webpage. They advertised a good price but after I fill all the information (including the credit card) the price just changed by over C$50, which is doubled the price that was confirmed before. I called them right after the payment confirmation in order to cancel and they refused it. My reference number is [protected].

I was using skyscanner to find a flight. when I found one I wanted, I chose edreams to buy the ticket. after I put in my credit card info and got the confirmation, I saw the price had gone up by about 30 euros.

when I called edreams to complain I got a rep from india who was very defensive. he said something like they added tax and a service fee and this was normal

when I asked f these fees show up on the website before I pay them he would not answer my question. when I asked how many people per day complain about this he also would not answer and started giving me some long talk instead.

when I asked to talk to a supervisor he said they will just tell me the same thing. I had to ask him three times. then he put me on hold for a few minutes. then he came back and said they are in a meeting.

so beware of this company

I chose them because they have been around a while and I knew their name. It is hard to believe they do such a dishonest practice

I booked a flight in April on Ryanair Athens/Crete through edreams (my mistake) booking reference [protected]. Ryanair informed me a few days later that the flight was no longer available and I informed edreams. Ryanair refunded me the price of the airline ticket but edreams kept my $95 "reservation fee". I had to rebook myself on Aegean airlines, which by the way cost $145, so what did I pay $95 for? Also, I had purchased insurance for this flight.

I have been trying to resolve this matter and have been either ignored or told that they are working on the issue . That was in June and there has been no further contact.

Today I called Edreams Spain for information regarding my flight, booking ref.[protected] and when the voice guide asked me what language I want to choose for the assistance, I chose Italian. Francesca who answered in Italian said she can't help because she is Edreams Italy and I need to call back and have the Enhlish assistance no problem, but she was very rude and don't think is a problem solver at all.
My call was at 17.51 on October 9th
Anyway, spoke to other guys as well who didn't yet solved my problem.
I am not happy at all because made 4 calls to Spain already without yet an answer
Regards

On October 3, 2018 at around 9:00 pm, I made an online flight booking from the Philippines to Thailand and then to Hong Kong then back to the Philippines for three passengers. The travel will be at the end of November 2018. Towards the end of the online booking process, there was a proxy system error or something to that effect. Since there was a system error, I thought there was no confirmed booking so I returned back from the start of the process. The second try was easier since all the information needed were already given since I already provided those information earlier. Until finally, all the processes were completed with no error. But to my surprise, I found out through my email address that I made a double booking.

The Manila to Bangkok flight is with 2 different airlines (Cebu Air and AirAsia Zest)
The Bangkok to Hong Kong flight is with the same airlines (Thai Airasia)
The Hong Kong to Manila flight is with 2 different airlines ( Cebu Air and AirAsia Zest)

All the three flights are on the same date but different time of departures.

What shall I do to cancel one booking flight and to refund what was charged to my credit card account.

Please help. Thank you

JOEL G. MACONOCIDO
email address: [protected]@yahoo.com

I purchased an airline ticket through edreams for $884.78 on Feb. 13, 2018. I had to cancel my flight due to relocating to another State. I was told, on July 3, 2018, on a recorded line that they have NOT listened to or shared with me as I requested, that I would get a full refund within 2 -12 weeks. There was no conversation about waiting 2-12 weeks for a response to my cancellation, I was told I would get a refund within 2-12 weeks. After 4 months of waiting I get an email with a no-respond option stating there would be no refund.

On the 20/09/2018 I was informed that that the airline operating my flight (reference: MG2ORE), has cancelled the flights below:

Reservation code of the airline: MG2ORE
From: WARSAW Airport WAW
To: LISBON Airport LIS
Airline: LOT POLISH AIRLINES

I was also informed that if I wish to request the reimbursement of the ticket and/or to search for an alternative flight, I should contact edreams' Customer Service Team by calling 0034 [protected].

I have called that number and explain the situation, everything was right for the money refund and I was informed that within 24 hours someone would call back to confirm. Ten days later anyone has not phoned yet.
Since then I haven't received any information from edreams and, of course, the cost of the tickets was not refunded to my bank account

I booked 2 flights in January 2018 through e-Dreams.
1) Amsterdam to Prague ([protected])
2) Prague to Budapest ([protected])

I received confirmation codes for both, see above.

I also received a check-in email to my flight 24 hours before the flights on September 17th, 2018.

When we arrived to the airport in Amsterdam my sister and I were not on the flight so in order not be stranded in Amsterdam and stay with other family members we needed to pay czech airlines $1, 039.47 to get to Prague.
After landing in Prague I called e-Dreams to ask about the 2nd leg of my trip to Budapest. I found out those tickets were also canceled. E-dreams then got my sister and I on the same flight that I booked back in January. However, I had to pay $945.36 for 2 tickets vs. $147 back in January.

We received NO cancellation email from e-Dreams. When we called their department they confirmed they sent one saying it was cancelled but THEY DID NOT. They themselves cannot find the email "they sent us" and we told them we need to see the email since I never received it.

I am hoping to get the 3 amounts refunded:
1. 1, 039.47
2. 945.36
3. 55.75 (insurance)

Your photo upload below is not working so please let me know what email to send my confirmation email, check-in email too.

eDreams have charged the payment from my credit card twice and its been more than 15 days and they are still not processing my refund.

Always keep saying its in pending state and keep buying time by saying wait for 48 hours and so.

A pathetic and unreliable customer service. I have no clue how can I get my money back, which has been debited from my account twice by their mistake.