eDreams
Reviews and Complaints

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.

I recently booked a flight to Thailand with Edreams, never again. I've booked many flights on many different websites, and never had any extra fees charged that I wasnt aware of. But this time was much different. The price shown was $805, just slightly less than other 3rd party sites showed, and about $40 less than booking direct with the airline (China Air). After I booked the flight, I got an email saying it was booked, but was charge $1047! I called to cancel right away, but they had an $80 cancelation fee, and told me if I was sure I was overcharged, I should file a complaint, as they can see all the screenshots of the flight i booked. So I did, and 3 weeks later got a reply that it wasnt a mistake on their end, that i was charged extra because of Visa entropay payment method, but nowhere in their terms and conditions does it mention Visa entropay or say there is any extra money added if u use a regular Visa card. The only option to pay was with Visa, (Visa entropay apparently) so that was their excuse to charge all that extra. I called in then a few times and talked to numerous people, finally got one person to cooperate (I thought) and asked for my bank statement showing the amount charged and so they could further process this. But 2 weeks later, no reply after sending in the info requested. Talked to them again on the phone and they deny anything, and say they cant refund anything. Also now the price to cancel is over $400, so it's not even an option. Total scam. Will be posting a complaint on every place I can find, the least i can do is save a few other peoples hard earned $$.

The agent spelt a name incorrectly on my booking and edreams has not resolved my query in 3 weeks without any attempt to contact me on my cell. Absolutely terrible service. I have asked for the call tapes to be reviewed and to prove negligence on the part of the agent. All tickets have been prepaid in full and apparently edreams cannot make a name change for a child? absolutely ridiculous. All my tickets and accommodation and so forth are already booked and paid for. I have been calling and spending more hours on the phone to resolve. Spoke to Ayush, Barkha, Kapil (manager) did not accept my call. Called back to chat to Vishesh who is trying to assist. They refused to give me the name of the head of customer service.

please contact me on + [protected] to resolve urgently.

BEWARE- Edreams is your WORST NIGHTMARE!

$117.25 taken out of bank account for purchase of plane ticket to Osaka, Japan from Honolulu on 5/8/18.
I received flight & ebooking confirmation numbers VIA email & Edeams APP on iphone, flight info and all. I get to the check-in counter with Scoot airline, agent can't find me in their system. I show proof of my confirmation number. Agent has me call EDreams immediately. My flight leaves in 1 hr 30 min. not including the time i waited to even check in. I call edreams and wait 30-35 mins for the first agent (Neha) to answer. I explain to Neha the Scoot airline agent says im not in the system yet i am staring at my flight confirmation number on the Edream app on my iphone. "I'll place you on hold while I call Scoot airline customer service "-Neha. I am placed on hold..40 mins later & I'm still on hold only to be transferred to another rep Sunjay which has no idea what's going on. Scoot airline agents in Honolulu told me the same thing happened to another woman too. At this point I am peeved & on the track to missing my flight due to the fraudulent, inconsiderate, untrained, and untrustworthy company Edreams. Now im on the line with Sunjay & I have to spend more time I don't have explaining AGAIN my situation to only be sent to another agent (Medardo) which finally had the decency not just as a (robot) employee but as a human to find a solution to what is happening. Medardo explains that the airline cancelled the ticket. EDreams failed to contact me via email, phone or app..yet they kept my money & didn't issue a refund or notification. By this time, final boarding calls are being made. Scoot agent Alexxis offers me to buy a ticket at regular price $459.00 for a one way to Osaka, Japan from Honolulu. It was important i be in Japan on that day so i was forced to repurchase another ticket, (all this is happening while i am placed on hold with edreams). Then because all this was a waiting game with run-arounds (they knew they screwed up), I ended up missing my flight. Scoot airline agents were very helpful and insightful. Scoot refunded $459 which I got a few days later. Now more money in the hole & not on the flight to Osaka. The Scoot agent Alexis Hitt suggests another airline at a later time, she went out of her way after flight left to help me find a solution. She checked all flights going to Japan that day & found JAL airline flying to Japan in 2 hours. We walked to the JAL ticket counter (while all this is going on I'm still placed on HOLD with EDreams). Then finally EDreams agent comes back on phone & Alexis speaks to him only to find out they were NEVER trying to get ahold of Scoot airline customer service, Alexis told them her position and says she can't access the info they are looking for. EDreams knew they screwed up plus they still kept my money. Now I'm back on the phone with the eDream while at JAL counter to purchase a ticket $532.60 (cheapest) one way ticket. At this point its agreed that edreams will reimburst me amount of new plane ticket. I NEVER received any cancellation email or update on the app. Edreams never refunded the $117.25. I have ALL documentation from my phone bill (calling and amount of time being on the phone), emails, bank account statement, confirmations on app, & most of the agents names that handled my case. Fast forward..6/13/18 & still no refund from the new plane ticket. Im beyond peeved due to the fraudulent, inconsiderate, untrained, & untrustworthy company.

UPDATE: 09/13/18 AND i still did not received my refund.

Abhishek- sept 12, 2018

Anurad- sept 12, 2018 Aug. 30, 2018 initiated a refund on this day.

Eugenia- sept 13, 2018 based out of the main headquarters "says she can't help me because dept is closed" ..and i demanded to speak to a supervisor and her response is "theres only one supervisor on the floor". I told Eugenia i can wait...i waited for 4 months already whats a few more minutes and she insisted she cant help me.

LORENA is the name of the supervisor on 09/13/18 that was unable to do her job- based out of the main headquarters in Barcelona.

WOW, this company and its employees are literally a JOKE.

The company still have my money for a ticket i NEVER got.

Theres more, not enough space to type.

Dear Team,

Please note I am not one to complain, however I booked a air ticket from Johannesburg to Durban for the 18th September.
Reference number : [protected]

This booking was note even made 24 hours ago, I have been shoved back and forth between edreams and Kulula as to whom can make changes to my flight and to whom must cancel the flight, I had selected the flight with the wrong departure destination it was supposed to be oliver thambo not lanseria, you can hear on the phone calls recorded that neither parts could change the booking. edreams could not they said I must change with kulula, then kulula could not they said I must contact you.
as you can see my frustration now, I then had to purchase a new ticket with edreams again to correct my flight details.

I would greatly appreciate it if you could assist me in some kind of refund for the booking I attempted to cancel.

I look forward to hearing from you.

Warm Regards
Kerry

If you want to have a nice and relaxed trip and enjoy some positive energy after, avoid Edreams at any cost. It is a terrible experience since the reservation to the invoicing.

Travel Reference: [protected]

My experience:
- When you search flights at Edreams, prices are cheaper than anywhere else. However, when you reach the end of the process, and you are tired enough to search for other alternative, the price has increased absurdly due to payment method expenses, service fees, insurance expenses, and other stupid expenses they charge you. You start feeling you were fooled
- If you contract an insurance to cover flight change costs you will find that it only covers Edreams services. Edreams wont charge you nothing to change the flight but you will have to pay the cost charged by the airline, which can be 100 USD or more
- Edreams offers a nice automatic online check-in service. Forget it. It did not work. When I tried to do the online check-in with the airline it was too late. I had to go to the airport 3 hours before the flight to ensure I would get a seat because it was overbooked
- I downloaded the invoices and noticed a difference of 70 euros between the amount charged on the credit card and the total amount of the invoices. The credit card is from a company, so I need an invoice. I asked Edreams support and they said I must ask the invoice to the insurance company. After finding the name of the insurance company on the flight information, I contacted the insurance and they answered that the invoice must be issued by Edreams. And here started a sequence of emails, Facebook chat and international phone calls to Edreams and, when they answer, either they say the same "the insurance company must issue the invoice, bye", but they won't, or they tell me they will send it by email, but they don't. I started commenting posts on the Edreams Portuguese Facebook page about this problem, because they don't answer to my chat, and they just ignored my comments. They don't even seem to care if you complain. This is very simple to solve. If they charged me 70 Euros on my card, either they send me and invoice, or tell the insurance company to send me one (I tried unsuccessfully several times) or give me back my money.
To finish, if you want to avoid extra costs, international call costs, absurd problems, and dealing with a third world customer service, don't use Edreams.

I booked three tickets for Madsen, Madsen and Lanskey to fly from Lyon to Vienna on the 14th of July 2018. I printed out all the relevant information sent to me from eDreams prior to flying out from Australia. I did this knowing that my phone technology is not the latest. I am 65 years old. The departure information sent to me states:
Departure Airport Airline Operated by
10.00Sat, 14 Jul Lyon (France) - Saint Expert (LYS) Air France AF 5038 0.
Arrival
12.00 Sat, 14 Jul Vienna (Austria) - Schwechat (Vie) Aircraft Type CR9 Class - Economy

Having this copy with me is what we tried to follow. By the time we were informed that Air France is not the airline, but Austrian Airline is, too late. Had I been told this on the original information sheet, we would have been ok. We were at the Lufthansa desk where Austrian Airlines exited in the beginning! When we arrived home to Australia 3 weeks later, found the email advising us of Austrian Airlines. Under the circumstances, I would never receive the email on the 13th. Why is not all the information supplied when booking? Why is it that all other airlines give the correct information on booking. Our tickets are unrefundable. But due to the very different circumstances, I am asking for the refund as we tried our best to comply with your insufficient information. I have contacted EDreams on many occasions. This is beginning to be a drama. I have spoken to some very nice staff in Australia, but with no follow up from my last email with my concerns to the complaints department. Sincerely
Jeffrey Madsen
Smithfield
Australia.

I booked and paid for a flight via edreams website on the 26th of August to fly from Marrakech airport to Paris on the 13th of September.

I did not receive any confirmation email or any information about my flight.

I have proof that I was charged from this website. I have tried calling with no luck. I sent an email requesting a confirmation email and receiving one from a previous booking.

I am demanding that I be issued my flights and all details or a full refund or I'll be taking this to a lawyer

When I confirmed the flight booking the name was correct so I didn't check the name again when i receive the email confirmation until I check in the day before I fly back to Hong Kong.

I have been trying to call its headquarters for so many times but in vain. Then I tried to its London number and after many trial and lengthy waiting time, I finally reached a staff. He tried to transfer my call to correct department but when finally reached another staff and he pretend did't hear our voice and cut our line.

So I have to call another time and wait another 20mins for try to ask them fix their mistake. Finally reached the staff who said can help us to call airline for us and get back to me after 2 hours.

At the end I received email that they couldn't delete duplicated surname for me because it is less than 24 hours but actually was 26 hours before I receive the email from them.

So I call airline by myself and airline staff told me that I should ask eDreams agent call them for fix the mistake for me, so I don't have to pay extra money for it. But I just pissed off by eDreams service and at the end I paid 65Euros for delete the duplicated surname.

Customer-Email: [protected]@yahoo.com
Booking reference: [protected]
Service booked: Flight
Something didn't go as expected with...: ...your website.
Tell us how we can help you...: Hi,

I would like to ask your website to refund me the amount that had been deducted on my credit card since it was a website fault when i tried booking in.
When i tried using your website and after i input all the necessary information, your website informed me that sorry that the booking was unsuccessful as the prices of the selected flight have changed. Hence, i thought it was not successful since your website didn't confirm it. It was your websites which frauded and made me believe that i wasn't able to book the flight that i selected.
So what i did was to select another flight using the airlines' website directly.
To my surprise, the amount was deducted from my account.
I appeal to your company to return back what you have deducted on my account. I hope that this experience will not prevent me from using this website again.
Looking forward to your positive response.

Thanks,
Arnel

Here you go - entire email stream from February to today - this is the best documentation - proof that my client is owed $1500 and I am owed $1000. It is all there. I feel I have been extraordinarily patient - now I want my money. Please read the entire documentation from Facebook Messenger - Told me in Feb my clients credit card would be issued in 2-10 days. We are going into September. Unacceptable. The most important thing to know is that Edreams told me the flight was cancelled but easy to find out because I had other clients on that same flight and it was not cancelled. Can you help? Thank you so much. Carol Schaer -

Start of message stream with dates, times and information -

FEB 16TH, 2:08PM
HELP! I received this today and never cancelled the flight. What is going on?
Dear Customer,

Your eDreams booking reference: [protected] .

We are contacting you to inform that the airline operating your flight (reference:VQCXOV), has cancelled the flights.
Please help as soon as possible
I need help - am still on hold - why were these flights cancelled?
I am still on hold, I need help
This is the type of ad you put on your facebook page? A woman being kidnapped? Bizarre
FEB 17TH, 8:38AM
Hi Carol,

The airline have informed us your flights are no longer availible.

They have offered the alternatives provided to you. If these do not suit then we can cancel the booking for you.

What would you like to do?

Ross

Customer Care
FEB 17TH, 12:25PM
What are the alternatives. Are you saying all 6 flights have been cancelled? That's impossible
No one offered me alternatives
If I cancel so we got all our money back
Do
When were flights provided to me?
Alitalia have informed us that the tickets can not be reissued. This means unfortunately, that we will be unable to offer any alternatives for the ticket as a whole.

A full refund will be issued back to your card within 2 - 10 working days.

My sincere apologies for any and all inconvenience.

Kind regards,

Ross

Customer Care
How did this happen?
This is outrageous.
I think eDreams cancelled these flights in error. Is that wrong? Why can't you book new tickets?
In truth Carol,

The information I have regarding why is limited so I don't want to say anything which may be inaccurate.

What we do know, is that one or more sections of the trip have been altered by the airline and some can not be re issued.

We have no other option but to cancel the booking and issue the refund.

Ross

Customer Care
I appreciate your honesty. But this is so disappointing. There are 13 other people going on the same flight as a group and this one person has been cancelled. Those flights have not been canceled just my clients flight. So that is why I consider this eDreams fault.
Please confirm that the full refund will be going to Barbara Sweeney credit card and please tell me what the exact amount will be. I am afraid I'm going to have to tell her this horrible news. She 76 years old cannot travel alone. The same flights are now $700 more. I'm just beside myself.
I'm very sorry to hear that.

The full refund of 1399.11 EUR will be returned to card - Barbara Sweeney ending in 7338.

I will begin a full investigation with the airlines to find out exactly what has happened and I'll get back to you in a few days with my findings.

Kind regards,

Ross

Customer Care
I appreciate that. This is devastating.
I will start looking for alternative arrangements for her. At this late date my options are limited. As you see these reservations were made in September or October.
I can't tell you how many times I've used her had my clients use eDreams. I even had a cancellation from eDreams myself and November from Berlin to Munich. The airline had gone bankrupt. And I wasn't eligible to get a refund. So I'm just not feeling very good about your company right now. Although I am appreciative of all you are doing.
FEB 18TH, 9:46AM
So I had to rebook the flight for $1000 more - out of my own money because e-dreams blew it. This is not over - I am not going on social media with this yet but this is your fault. Anish lied when he told me that all six flights were cancelled by American. All those flights are still going. You don't want to rebook because it would cost $1000 more so Edreams did the cowardly thing and just cancelled and returned her money leaving us in a terrible place. Every person I talked to at edreams says they have no idea why it was cancelled. It is pretty clear why - it was a mistake! Admit it, fix it and move on.
Never again but this is not over - I am a travel agent, I have tons of clients who book through you - no more...
you could have fixed your mistake and you didn't. More to come AFTER I pay $2500 for a ticket that should have been $1399 euro. It makes me cry to think how long I work to make $1000 and now because of Edreams, it is all gone. You think I am rich working in travel. I assure you I am not. Social media to follow if you don't credit me $1000 as soon as possible.
FEB 20TH, 12:26PM
Hi Carol,

Thank you for your patience while I investigated the matter for you.

On the 13th of December Alitalia flights AZ1799 and AZ1744 were cancelled by Alitalia.

Our system shows that an email was sent regarding this but I am still investigating if it was actually sent.

After 1 month without response from the 'email'.. Alitalia removed the option to modify and removed the option of the alternative they had previously offered. (due to the lack of response)

On December 24th and January 1st there were more changes to the schedule when AA5379 and AA5270 were both cancelled by the airline.

Again, an email shows that it has been sent to you but, as mentioned before, I am still investigating this.

Whether we can make a claim for compensation would be reliant on you not receiving these emails. I'll be in touch once I have definitive proof that you did OR did not receive any emails.

Kind regards,

Ross

Customer Care
Thanks Ross, I received no emails at all - I looked in spam, and trash and all email. I get plenty of emails from e-dreams - almost daily so there is no problem with receiving emails. I rebooked her at $2500 - if you need evidence of this, let me know- those flights were not cancelled, they were changed - I have 10 other women still on their flights and I received notifications about those changes. I do appreciate you looking into this and also appreciate the follow up. When I spoke to Anish on the 15th or 16th, he had confirmed all the flights for me that day so there was no cancellation. It was only when I asked about moving the the 405pm flight from ILM to CLT to the 235pm flight that he must have cancelled the entire flight. I hope there is a tape of the call which clearly shows I told him all the other five flights were fine, I only was requesting to look into that one first leg.
Thanks, and I will wait for your further research. Again, as of the 15th when I spoke to Anish, all flights were fine and confirmed.
FEB 25TH, 7:16PM
How is the research coming. Have you checked the tape where there was no indication that any flight was cancelled? This is eDreams fault and I am or $1000 for your mistake. Please make this right.
FEB 27TH, 7:26AM
Hi Carol,

There is no chance that the flight was canceled by an agent on the telephone.

The flight was canceled by the airline. As it is no longer flying.

This is why Aneesh was informing you of the different options that the airline was offering as an alternative.

The reason we had to cancel the entire ticket is that the proposed schedule change of the cancellation was not acted upon within 30 days. What I'm looking into is whether you were informed about the canceled segments as they happened.

If you were not emailed regarding these changes then it is not your fault for not actioning a change within 30 days.

The IT team are still looking into the emails to determine if your mail provider has the recipient codes.

I thank you for your patience while I search for a definitive answer.

Kind regards,

Ross

Customer Care
I appreciate your continued research. This is simply not true - listen to the tape - I called edreams just to see if there was an earlier flight from ILM to CLT. If all 6 flights were cancelled how was I able to book them the very next day - same exact flights for $1000 more. Would you like me to send you the flight record straight from AA? Anesh never said anything was cancelled - I was on the phone with him for quite some time - he never told me it was cancelled - he was helping me with one segment. I am a travel agent (IATA [protected]), I am not an unsophisticated traveler - it was my mistake not to just book it in Amadeus but I liked edreams price better and in the end it cost me big time. I will wait to hear from you. If I had gotten a notice, I would have acted on it. And if it was cancelled, why was I not notified about that? Either by email or when I called? This is frustrating as you can imagine but I will be patient while you continue to look into it.
Hi Carol,

When a schedule change happens - sometimes the flight number changes also. This is a cancellation of your original flight with the airline offering you an alternative.

All 6 flights were not canceled. Two of them were canceled with alternatives offered in December (schedule change).

There was no response to confirm or deny the change for more than 30 days. The airline then withdrew the option of the change.

Your flights were unusable and unchangeable at that point which, in turn, made the entire ticket unusable. This is why I issued the refund.

Again, there is 100% no error from any of the call center agents that you spoke to.

The only thing I'm looking into further is whether you were informed of the changes prior to February. If you were not informed of the changes then I believe we can claim compensation.

Kind regards,

Ross

Customer Care
Ross, I will wait to hear from you. You have to understand this makes no sense from my end - the second person I spoke to once it was cancelled said all the 6 flights were cancelled. I wish you had tapes and you would know that when I called Anish there was not one word about flights being cancelled. But I understand where you are coming from.
Thanks again
MAR 1ST, 1:51PM
Hi Carol,

Thank you for your patience.

I am pleased to confirm I can find no email informing you of the schedule change to your flight prior to February.

If you could please send me proof of purchase of your new flight and I can begin making your claim for compensation.

Kind regards,

Ross

Customer Care
Thank you so much. I really appreciate your follow through. I will send the new itinerary and cost as soon as I get back to my office. Big relief!
does this work? https://www.aa.com/reservation/printItinerary.do?forward=itineraryReceipt&isReceipt=true&anchorLocation=%2Freservation%2Fview%2Ffind-your-trip+aacomTripDashBoard_jsp&url=%2Freservation%2FprintItineraryReceipt.do
if not, is there an email address that i can forward the whole thing to?
Multiple Destinations
1 Adult
Thursday April 12, 2018 - Wednesday April 25, 2018
AA Record Locator
RNZNVF

Your record locator is your reservation confirmation number and will be needed to retrieve or reference your reservation.

Reservation Name
ILM/PMO

Status: Ticketed Feb 17, 2018

Total Paid:
$2, 560.45 USD
Flight Depart Arrive
American Airlines
624
WiFi Available
Wilmington (ILM)
April 12, 2018 02:35 PM

Travel Time : 1 h 12 m
Class : Economy
Seat : 22B

Charlotte (CLT)
April 12, 2018 03:47 PM

Booking Code : S
Plane Type : 319

American Airlines
720
Charlotte (CLT)
April 12, 2018 06:20 PM

Travel Time : 9 h 25 m
Class : Economy
Seat : 30C

Rome (FCO)
April 13, 2018 09:45 AM

Booking Code : S
Plane Type : 333

Alitalia
AZ
1781
Rome (FCO)
April 13, 2018 01:15 PM

Travel Time : 1 h 10 m
Class : Economy
Seat : --

Palermo (PMO)
April 13, 2018 02:25 PM

Booking Code : O
Plane Type : 321

Flight Depart Arrive
Alitalia
AZ
1736
Catania (CTA)
April 25, 2018 07:00 AM

Travel Time : 1 h 20 m
Class : Economy
Seat : --

Rome (FCO)
April 25, 2018 08:20 AM

Booking Code : Q
Plane Type : 321

American Airlines
721
Rome (FCO)
April 25, 2018 11:15 AM

Travel Time : 10 h 40 m
Class : Economy
Seat : 13F

Charlotte (CLT)
April 25, 2018 03:55 PM

Booking Code : K
Plane Type : 333

American Airlines
5401
Operated by PSA Airlines As American Eagle

Charlotte (CLT)
April 25, 2018 06:20 PM

Travel Time : 1 h 2 m
Class : Economy
Seat : 17C

Wilmington (ILM)
April 25, 2018 07:22 PM

Booking Code : K
Plane Type : CR9

Fare Amount
Adult
1 × $2, 127.00 USD
$2, 127.00 USD
Taxes & Carrier-Imposed Fees
Taxes
$133.45 USD
Carrier-Imposed Fees
$300.00 USD
Flight Subtotal
$2, 560.45 USD
Receipt
PASSENGER TICKET NUMBER FREQUENT FLYER NUMBER FARE Tax/Fee/Charge TICKET TOTAL
SWEENEY, BARBARA A [protected]
Payment Type: VISA *********1092 Total
Endorsements/Restrictions
/C1-3 NONREF/RESTRICTIONS APPLY /C5-7 NONREF AFTER DEPARTURE

Terms and conditions:
If you've already begun travel, this receipt may only show portions of your trip not flown.

If your ticket involves travel outside the U.S., Canada, U.S. Virgin Islands or Puerto Rico and has been reissued, your ticket total may not include all taxes. Please contact Reservations for the correct total.

A summary of all the terms and conditions that apply to your travel are available on aa.com/conditionsofcarriage.

Print
SWEENEY/BARBARA A, Ticket/Invoice #96901, Agency File No.: OSXOQF Departs 12APR18 To: Palermo, Tkt: 001-[protected]-04
I paid the entire thing on my credit card and she will pay me the original portion when she gets the credit.
MAR 1ST, 3:44PM
Hi Ross - I am headed out - if there is a n email address I can forward the airline's email to that would be great. Thanks, mine is [protected]@gmail.com
MAR 2ND, 5:20AM
Hi Sorry!

I'm in Spain so I had left for the evening at 20:00 CET.

I would need something like the confirmation email showing the price and a screengrab of your itemized bank statement.

Or something else that proves, without doubt, the price of the ticket and the details of the flight.
MAR 2ND, 7:58AM
Ok, I have both of these but can i email the email to you? I will send a screenshot of my bank statement but I cannot figure out how to forward an email into FB messenger. Happy to email it? The above shows the itinerary and how it was paid - visa ending in 1092 which i will send but i cannot seem to attach the actual email.
Can you help technologically speaking? I am happy to forward via email
Ok sure, but this is only to receive the documents. I can not reply to you via the email address.

If you could send them to ross.[protected]@edreamsodigeo.com

Thanks!
will send itinerary right now
MAR 2ND, 9:30AM
Hi Ross - I sent both the itinerary with price and the credit card statement showing it - sent both by email. Can you confirm (I know you cannot answer by email) that you received both?
Thank you again!
MAR 2ND, 7:59PM
Hi Ross just checking that you got the info but email.
MAR 3RD, 12:10PM
Hi Carol,

I have received your email, thank you for that.

If you could also send me your bank details to make a transfer.

Ross
Ok. Not home, will send later. Routing number and account number, right?
Yes, exactly!

There's no rush, I'm off on leave until Thursday but I will issue the transfer as soon as I'm back.

Ross
Thanks Ross, seriously most appreciated!
MAR 5TH, 11:40AM
Hi Ross
Bank is Bank of America
Routing number is [protected] if you are in the US - if not, let me know
Account is [protected]
MAR 8TH, 6:19AM
Hi Carol!

I have received your email!

I wouldn't worry about it, the sort code and account number is not enough information for anyone to attempt to take money from your account, plus, I think the Russians would already have had it anyway 🙂

Yes, the refund will be coming from the central processing center in Barcelona, Spain. So if there are any additional numbers required please let me know via messenger or email

Thanks!

Ross
Thanks Ross, I will get you the international routing number. And besides there is no money to take, lol.
Quick question - is this an electronic deposit or a wire transfer - the bank has different numbers for each. If it is a regular deposit then the number I gave you is correct. Here is info right from the bank
Wire Transfer:[protected]
Electronic payment (ex. direct deposit, automatic payments & ACH transfers):[protected]
I assume it is wire since it is international so the number is above. Thanks again
MAR 8TH, 10:43AM
Thank you for the information.

The transfer has been requested and you shall receive it within 2 - 10 days.

I have requested the amount of the new booking 2560.50 USD - (minus) the old booking total 1399 EUR (1726 USD) = 835 USD to be refunded.

Kind regards,

Ross

Customer Care
Much appreciated Ross, good news indeed. When I paid the 1399 the USD amount was less, but I am going to take this and be grateful.
MAR 15TH, 9:24AM
Hi Carol,

I have some bad news I'm afraid. The finance team has told me that we must first wait for the initial refund from the airline before your compensation can be sent.

I'm truly very sorry if this has caused you inconvenience. I'll keep an eye on the airline refund and I'll issue your compensation ASAP.

Kind regards,

Ross

Customer care
Oh boy. When do you think that will happen? Maybe that means I will actually get back what I paid! Gotta think positively!
Well, that's the good news, the airline will refund the initial 1399EUR (1726 USD). The additional 835 USD will mean that you have not lost out on any money and that you are only paying the original price that you initially booked.

The bad news is that the airline can take up to 90 days to issue the refund and until that's done I can not send the additional amount.

Ross
Thank you! I will be patient. Appreciate the follow up
MAR 28TH, 10:58AM
Hi Ross - just checking in - are you saying the original refund to the card will take up to 90 days? Just want to be clear if it is that and the edreams refund? Thanks so much and hope you are doing well. Carol
MAR 29TH, 4:51AM
Hi Carol!

Yes, that is correct, we need to wait up to 90 days for the airline to refund the initial amount of the booking. Once that has been returned to you I can then process the additional compensation. This will take between 2 - 10 days.

Ross

Customer Care
MAR 29TH, 6:23AM
Ok got it. Thanks
APR 11TH, 6:00AM
Hi Ross. Just wanted to let you know that e dreams keeps emailing me to check in to Barbara's flight. When I check in on American it says there is no record. But eDreams continues to say her flight isn't cancelled. Can you tell me what's going on? I am concerned that she has two bookings and will not get that refund. Thanks from lovely Brighton England!
APR 11TH, 8:38AM
Hi Carol!

Nothing to worry about, just ignore any updates you might receive. The segments of flights have definitely been deleted.

It's most likely because the airline has not processed the refund yet but we submitted the request long before the flight date so it will not affect your refund.

We are still waiting for the airline authorization but I'll let you know as soon as it's processed!

Ross

Customer Care
You're a dear. Thanks!
MAY 11TH, 10:04PM
Hi Ross. Checking in. Back from the trip. It's been since Mid February. Can you check on things? Most appreciated, Carol
MAY 15TH, 6:48AM
Hi Carol,

We're coming up to the 90 days now, the refund was initiated on the 17th of Feb so I'll know more in a couple for more days.

I'll be in touch towards the end of this week.

Kind regards,

Ross

Customer Care
* in a couple more days
MAY 23RD, 6:37AM
Hi Ross. Running out of patience. Where are both of the refunds?
Hi Carol,

We have zero control over the airline processing of a refund. The airline has not issued it as of yet.

I sent an email last week asking for a status update to which they have not yet replied.

I can not initiate another refund until the first one is processed.

Ross
So american airlines is not responding? Is there anything I can do?
I understand it can be frustrating but all we can do at this moment is wait.

You mentioned before that you were in the travel industry so maybe this will make sense to you. The DAR refund request has been pending airline authorization from the 17th of FEB.

I'm not sure if you use the same process via BSP but there's nothing more that can be done in these situations.

I'm checking your claim daily and as soon as the refund is sent I'll have it processed and back to you within a couple of days. It's only at this point where I can order the reimbursement of your new flight. That will take around 10 working days to reach you.

Ross
Ok, thanks. Just seems long for a refund. Will keep waiting.
JUN 8TH, 7:52AM
Hi Ross
Checking in
We are at 5 months now - any update?
Hi Carol,

We have contacted the carrier in order spped up your refund as much as possible.

Regards,

Moreno - CCare
Hi Moreno, are you taking over this issue from Ross?
Yes, I am.
Ok do you need any information it is it all clear. Appreciate the help!
Yes, it is clear. We need to wait for the authorisation from the carrier in order to process the corresponding refund.
Ok thank you
JUN 14TH, 6:59AM
Can you tell me how long this typically takes, it's been almost 5 months.
It depends on the carrier's action, sometimes it takes longer than usual due to the high volume of pending requests.
So at what point do I lose my patience. My client is waiting for her $ (Sweeney) so long I had to pay her! I don't want to lose a client over this. I am out of pocket $2500 for a mistake made by edreams. It's a lot of $$ out of pocket.
JUN 19TH, 4:49PM
Any update?
JUN 20TH, 3:13AM
Hi Carol,

We are still pending of authorisation from the carrier in order to process your refund.

Regards,

Moreno - CCare
JUN 20TH, 12:04PM
Since it has been since Mid February, which is highly unusual (I am in the travel business) would it be possible for someone to follow up with American Airlines. I would greatly appreciate it. Thank you.
JUN 21ST, 3:04AM
Yes, we have been following it up.
JUN 21ST, 7:01AM
And so why the delay.
As previously explained we are pending of authorisation from the carrier and we cannot take any action until American Airlines do not approve it.
I understand your previously explained it, It was also explained in writing that it took no more than 90 days. I have been extraordinarily patient.
Depending on the carrier it might take longer than 90 days in some cases.
If you were out $2500 because of a mistake made by edreams and American airlines 6 months ago, how patient would you be.
We apologise about that, however this petition has to go through a specific process managed by the carrier and we totally depend on them in order to resolve your query.
Well I would appreciate we work as a team towards a speedier result. This is alot of money for me, maybe not for others.
JUN 28TH, 8:18PM
Any update?
JUN 29TH, 3:32AM
Hi Carol,

We will let you know as soon as the carrier authorise your refund.

Regards,

Moreno - CCare
JUL 8TH, 4:35PM
Hi, after almost 6 months of patience, it finally occurs to me that I have been screwed. So I will not take other action to get my $ returned. At least I have in writing that it is owed to me. I am frankly shocked how little edreams cares about this but it will work out in my favor. If you believe you can get this resolved in the next 30 days, I will hold off on next steps. If not, edreams will be hearing from someone other than me shortly. I am sorry it had to come to this .
That should I d say I will NOW take action to get my $ returned
JUL 9TH, 3:03AM
Hi Carol,

We have contacted the carrier again in order to spped up your refund as much as possible.

Regards,

Moreno - CCare
JUL 9TH, 5:51AM
Edreams has 30 days to refund the $2500. I am done being taken advantage of.
AUG 6TH, 12:36PM
Hoping there is a positive response in 4 days.
AUG 7TH, 9:56AM
Hi Carol,

We are still pending of authorisation from the airline in order to be able to process your refund. We have contacted them again in order to speed it up as much as possible.

Regards,

Moreno - Customer Care
Please. I hate to go any other route to get my money back.
AUG 9TH, 8:13AM
Ok I see need to ramp this up. You should be ashamed of yourself but better yet, you should probably be out of business or the very least have the worst Social media public relations and legal resources against you. Much as I tried to avoid this, especially as a travel agent, the process begins. $2500 is mine and my clients, who I had to pay out of my own pocket. Patience after 6 months of lies.
AUG 9TH, 10:09AM
Hi Carol,

We have contacted the carrier in order to verify the status of your request and will contact you again once they authorise it.

Regards,

Moreno - Customer Care
Too many times hearing this lie. Tell me who you are speaking to at American and their contact information. They will be copied on the formal documents. Give me my $2500 tomorrow. Moreno I feel sorry for you that you have to do this. But I want my money now.
AUG 10TH, 11:23PM
Please send me who your contact is at American Airlines or is that a big secret as well. I need to get documents to them as well.
AUG 17TH, 8:33AM
Kindly respond to my request - according to all my written records from e-dreams, you have been in contact with American Airlines since March. You must have a name and contact information for me. Or maybe the better question is - who are you advocating for?
AUG 20TH, 3:23AM
Hi Carol,

We are still pending of authorisation from the carrier and doing our best to contact them in order to speed up your request as much as possible.

We will be pleased to process your refund as soon as American Airlines authorise it.

Regards,

Moreno - Customer Care
12:09PM
First round of communications done. Still in shock you cannot get AA to refund you - EVEN THOUGH AS WRITTEN ABOVE. IT WAS E-DREAMS FAULT AND I WAS LIED TO. Have not gone to social media yet - waiting to hear back. This entire message stream was sent along with communications where it was determined that you owe my client $1500 and owe me $1000.
Type a message...

I have booked a two way flight through Edreams then later decided to change my return flight date extending it to another day. On my first booking, I have ticked the box which allows me to do changes to flight dates. So when I changed my flight, I spoke to the customer service and they said I'm able to get my refund back of my first booking, I'll just get a new return flight. Now from 22 July, I still have not received my refund back. First reason was they failed to put in my account number to their system, I waited for 10working days then they assured me that I'll get my refund back in within 72hours, come 72hrs, they told me again to wait within 7-10 working days! I don't trust these people! They talk like robots like it's very scripted!

On the 8th i tried to buy a return ticket from johannesburg to maputo
leaving on the 9th and returning 12th i put all details and money was taken from my credit card and the ticket was never issued as come back as not available.
Ticket was for - artur da cruz
amount taken from my card r1570.00.
My card details are as follow [protected].
Kindly refund
awaiting an urgent reply.

Dear Sirs

We booked flights with eDreams on Sunday 5 August. The flights were for 4 people from Naples to Catania (via Rome).
In the booking I'd requested that we have 4 bags for check-in luggage (one for each passenger) and this has been confirmed in an email from eDreams, which I can provide (unable to attach here). However, when we approached the check-in desk, Alitalia only had a record of one check-in baggage being paid for and we needed to pay for the additional bags. We were not able to do this online, as it was not possible at that time. The Alitalia lady at the check-in desk was very kind and only charged us for 2 additional bags as one our the bags was quite small.
Please can you let me know how we can be reimbursed for this additional cost of €106 (€53 per bag).
I have a receipt for this which I can provide.

Thank you
Claire

Claire Duce
Mobile: +[protected]
Email: claire.[protected]@pwc.com

I requested that my ticket be canceled on the 20 July 2018 and it was confirmed in writing that I would receive my refund within 10 days it has now been 18 days and after sitting on the phone for 30 minutes, I was told my refund would happen in 72 hours, in which time nothing was repaid, I have now just been informed it has been escalated and I will receive my refund in a further 8 days. This is unacceptable and the consultant did absolutely nothing to assist me. The team sits in Deli and they are emailing the edreams office in Barcelona to make the refund and have no reason for the delay.
Your service has been appalling and I no longer believe what Im being told, I would like my refund to be made before Friday 10 August 2018.

I bought a ticket at the edreams website site at 05/08, the price showed on the payment page (829, 98 €) was much cheaper than the actual price charged at my credit card (879, 98 €).
Since the price on the company that provides the flight(Lufthansa) got more expensive after my purchasing with eDreams the cancelation of the buying doesn't solve the problem anymore, a refunding of the difference between the promised price and the charged is desirable.
My booking number is [protected].

eDreams is a completely scam without anyone to stop it or even a decent costumer service. booked a trip from Zurique to Poro on the 22nd of July and received a passboard stating that the flight was scheduled to 7.50am . On my arrival, the Vueling operators told me that 14 more people were mislead and booked with them the trip because the flight took off at 6.10am ! When i contacted eDreams (and it was a nightmare to do that!) they just emailed me saying that they advised all of the hour's change - LIE! I asked for proof of that and no answer. Completely lie. I want a completely refund from the flight I booked with EDREAMs and, at least, the new one I need to book.
It's disgusting. The vueling operators told me to not trust edreams and book it directly! Even the airlines hate them and don't hide it.

After an 7 hour delay to my 3pm flight (Berlin to Barcelona), it was cancelled at 10.30pm (Vueling living up to their reputation). We were told by the airline to book another flight and that Vueling would refund the money afterwards. I found a flight from Berlin to Lisbon to Barcelona the next morning. 631 euros. After trying to get a refund from Vueling, they told me that I hadn´t sent them the correct invoices (despite sending screenshots of my bank statements, email confirmations, copies of receipts)

I requested the invoice from EDreams, the confirmation page states "Your invoice should be with you in 24hours, check your spam folder"

After requesting it twice over 48 hours, nothing arrived in my inbox. When I rang Edreams customer service to ask about this, I was told by a member of their support team that "invoices take time" and that they can take "up to 21 days to be sent to you, so you must be patient". I booked the trip on the 17th of July and had paid for it by the 19th of July.

Then when I began explaining to the member of staff that it doesn´t say on the website "up to 21 days", I was told "there is no time frame on the website" (there definitely is, it says up to 24hrs), and then as I began asking if there was any way I could get it sooner, I was cut off.

What fantastic customer service, and it seems I´m not the only one who has had issues like this. Just less than 2 weeks since I´ve booked and paid for a flight, for which I have to wait 5 weeks for an invoice? Absolutely ridiculous and I will never be using them again after I finally receive my invoice!

i tryed to call your firm several times in order to cancell mu flight to austria. every time i called i waited more than 40 minutes on the line. is ent you a few wmails nobodty responded. i called you twice today and and another day on july and your employers hold the line for more than 47 minutes!. the last call a week or more yor employer said you will start a refund process. on the call today your employer didnt see any refund process. after 47 minutes he gave me this e mail that is a do not reply e mail. as a customer i feel very bad with your service. i will give you a few days to respond . after that i will check other options. i never had such a bad experience in my life. i will never do bussiness with your firm .i want to get a quick reply why i still didnt get my refund.

I wanted to get the ticket that was $ 99 on July 17, 2018. I have entered card information. I bought the ticket. but then I noticed that my credit card was charged a very high rate. about three times. I canceled the ticket. I e-mailed the company to many places. but there was no return. I want the money that I paid to be returned. otherwise I will use my legal rights. PNR: RBC3T2