eDreams
Reviews and Complaints

I tried to book flights for a family holiday to France, leaving in August and returning on the 2nd September.
When I got through to the payment page and inputted my details, I pressed confirm and the page took several minutes before a page came up stating 'error'. It appeared the page had timed out or lost connection as there was no confirmation of the booking.
The next day, I checked my email to find the booking had gone though, only for a return date of the 9th September! Both my husband and I had double checked the dates we had entered and they definitely said the 2nd.
I phoned eDreams who advised that the booking had been confirmed and that I would need to contact the low budget airline directly to make any changes to the dates. I did this they required a further £580 to change the dates. If I didn't change the dates within a 24 hour grace period, I would also be charged a further £40 per ticket for the changes, bringing the additional costs to £750! So in total, a family flight (two adults, three children) to France from the UK would cost £1250.
I have contacted eDreams again where I was directed to register my complaint and request for a refund in a rather dubious 'Customer Feedback' section, under 'other'. I'm assuming that as it is the weekend, I haven't heard back from them, but if I don't pay the extra to the airline, our family will miss out on their holiday completely because we can not afford to run to these costs.
I wish I had read the reviews for this company before booking with them as I can now see that many other people have shared similar difficulties with them.

Confirmed booking
eDreams reference number: [protected]
Departure
From Sofia (SOF) to Athens (ATH), with Ryanair IW1LVV Confirmed
My Invoice from eDreams shows I have paid and checked 2 bags, 15kg and 20kg for the price of EUR 47.00. When we were checking in with Ryanair, they said we have no baggage checked and we had to pay another EUR 110.00 for the 2 bags of 15kg and 20kg, which was a very bad surprise, just before the flight. I showed the invoice from eDreams, but they said they do not care, as they have not received payment for the luggage from eDreams.

I booked a flight with e dreams and when they processed it they changed the departure time to an earlier flight oblivously because it was far cheaper and now wont respond.they proved it themselves as they sent me an email after the flight was booked saying finish ur booking with the correct times I wanted.they are scam artists and pocketed the difference.

After trying to change my ticket with edreams I was told I would receive an email within 48 hours confirming of the cost to change, if there was one. I did not receive anything for 3 days so called back and was told I would definitely receive conformation in 24 hours and still 24 hours later I received nothing. I have sent 2 emails asking what was going to be done about this situation and again received nothing. I have now lost my ticket and have never experienced a company that lacks so much professionalism. I have lost $ and can not afford a full fare to return to Australia.

I booked a flight to Cebu Philippines today for July 5 with return ticket July 5 as well at around 9 am Manila time. By 9:08 am I got an email stating my PENDING RESERVATION with eDreams reference number [protected].
I called my credit card company and they said that my card was charged at around 9:02 am for Php6700++ which I think equates to the EURO 121.17 you charged.
Come 10:22 am the same day I received another email stating the reservation was not completed because my credit card declined the transaction. But my Maybank Mastercard credit card claims otherwise as I called them again and they said that there were 2 attempts for the transaction at around 10 am which were both declined.
Now you do not have a reachable Customer Service hotline!
As per my bank, I need to request you as the Merchant to send them a cancellation letter in order to reverse the transaction.
THIS HAS TO BE REVERSED AT NO COST FROM MY END AT ALL AND IT SHOULD BE DONE ASAP. THIS IS SO INCONVENIENT TO ME AS YOUR CUSTOMER. A VERY BAD EXPERIENCE!
i NEED FEEDBACK WITHIN THE DAY!

This is clasical story with e dreams-the last time I was 41 minutes on the phone. Today I tried to call the no in italy and they were stil working and I couldn't reach them. I need to cancel/void the reservationnãºmero de referencia de edreams: [protected] I don't know why they have such a [censor] 0 customer support.
I need written proof that the tct has been refunded/voided.

Dear sir
My friend book a ticket for me from baku to dubai via edreams but he didn't send me or my friend confirmation mail yet my booking is 21 june you deduct money from my friend credit card also now tell me how to refund money?
I call many time but there is always computer responce there is no human in edreams office they are chaeters kindly proceed my application

I purchased a flight through edreams where one-way was operated by brussels airlines and the other through lufthansa. I would now need a bill of that purchase for financial purposes but edreams keeps just replying in an automated manner the same thing over and over:

We are sorry to inform you that we can only issue a bill for the administrative services we provide. For the flight itself you will have to request the bill from the airline.

The airline then replies: i'm afraid that as you booked and paid through edreams we don't have any details of your purchase stored in our accountancy system. As a result we cannot send you an invoice for the ticket you have bought. They will have to send you an invoice.

And then just a loop is established where no one takes responsibility for the bill and no bill can be issued... Will never ever use this site again.
Best,
Elena

On June 21 I booked the flight in Dreams App from my phone from LAX loos angles to CDG Paris from Aug 2-22, 2017. Booking ID: [protected].
It was freeze and I thought it did not went through and I found out on June 22 that it was charged to my credit card $1440.09. I am trying to contact Dreams to cancel my booking and they give me several numbers that I cannot reach Norwegian. I called to Norwegian airline by myself and nobody pick up the phone. I am able to live chat online about flight cancellation they only refund 60 euro for the tax flight. It is not fair that you guys charge me US$1440.09 and refund 60 euro.
I need the manager of dreams to help me about my refund.
Looking forward from board of complaint soon.
My name is Sochaknita Murray.
email: [protected]@hotmail.com

My flight was canceled 2 weeks ago and after calling already 5 times and spending over 5 hours on the phone I have yet managed to get a refund. All I have managed is accumulate a very large call bill...My friend who booked exactly the same flight as me through Expedia was refunded immediately after talking to customer care of Expedia for 10 mins...

I have been noticed by third party; "check my trip"online app. that my flight reserved on the 27th of February, 2017 : 4UYUNW, S7 - 878, Siberian Airlines from Madrid to Moscow on the 8th of July has been cancelled, booking reference [protected], while in my e-dream site remained as " CONFIRMED".

I immediately called them from Mexico city this saturday 23rd of June, 2017, & the lady called; America, told me that she would informed her colleagues.

What a really need is to SOLVE the issue, looking for an EXPERT advise to look for an options to cover as soon as possible the flight cancellation, because a lot of other things; hotels and tours are depending on it.

Follow-up + Emphaty + Solve problems are NO NEGOTIABLE in the Travel Agent Industry if you want to remaining on it.

i went on the internet to book my husband a flight back from bulgaria and
he was denied to board because they said my debit card was not working for
check in at the airport which is a lie. he was stranded there with no money at
edreams say its not there problem but they took the money from my account
and want nothing to do with the whey wizz air has treated us . wizz air are in hungary and say they are not refunding the ticket price as edreams were the service agent, i contacted edreams they said its not hing to do with them.
we are in the uk and it seem like edreams are doing the same as wizz air there
outside the uk . this all happened on saturday17th june 2017 i spent so much time and money on this the flight booking was vc2mgt flight no w6 4553 bourgas to london luton amounted debited by edreams was £128.01
i would like a refund from edreams for this amount.

Dear,

An amount of 836 dirhams was deducted from my account, and then it was sent back and again it was deducted.

I need to know what was this deduction against.

Name : Henry Haddad
Email: [protected]@gmail.com
Mobile : +[protected], +[protected]

Let me know ASAP please, where I dot remember i purchased anything from you side.

Thanks
Henry

Hi,
On the 19.06.17 I rang edreams to confirm a booking. Booking reference [protected]- flight to Prague on 25.06.17 and then Prague to Dublin 28.06.17. I was informed that my flight to Prague was cancelled, this was quite distressing as I was due to fly 6 days from them and had NOT been informed about this cancellation. You had both my email and phone number and I furious that I was not contacted. I was appalled my the service I received on the phone, I was put on hold for over 15 mins and they put me through to various people on the phone. I even had to phone the smartwings company myself to find out information. This was very stressful and left me with no flight to Prague to reach my final destination. In the end I had to book a new flight costing 1100 dhs, I also had to rearrange my Prague to Dublin flight costing 400 dhs.
I'm extremely disappointed with this service and will be looking a legal action.
To have a flight booked and then cancelled without being contacted is absolutely unacceptable.

I am just absolutely furious after few attempts of calling their customer service. Every time I was told that I would get a response within 48 hours. But nothing happens.
On April 23, I booked a flight to Manila Ref#: [protected]
On April 29, I got an email saying my booking is cancelled that I need to rebook.
So I chose not to book through Edream and I booked through another agent.
After ONE month on May 25, I got an email saying the flight is now confirmed and they just charge my credit card. Now I have two bookings under same name flying to Manila with CEBU airline.
I called several times saying they cannot cancel my flight and rebook themselves and charge my money again.
The worse thing is customer is no use. They don't know how to deal with this. All they can do is saying whatever is on the hand book and just kept repeating saying they will get back to me within 48hours. BUT THEY DON"T, THEY NEVER DID. Edream please take this seriously and get my money as I think you are a scam and steals money.

Recently I was looking for booking my family trip to india and searching on skyscanner for lowest fares which directed me to edreams.com.au. All other websites were costly by 40-50 AUD, so I thought of booking through eDreams.com.au. eDreams were showing the amount in AUD and at the final payment page also it was same (it was no where mentioned that payment we are making is to foreign merchant and will attract foreign transaction fees). I paid 3348 AUD through eDreams and later found my CC bank charged me 101 AUD as foreign transaction fees which made the entire amount way higher than other websites.

Hi
Aa a loyal costumer which in the past bought many flights from your compony, I feel I have been cheated by u.
I bought a return flight from tlv-amsterdam which I paid 700 plus euro!
But when I cheaked later in skyscanner the same flight (Klm) same flight and hours, the flight is 510 euro! U promise the best price but it was a lie. Now I cant canel it and rebook in cheaper flight cause your compony says its not refundable im so angry! My flight confirarmation is :qugf3d
Please solve me the problem!
Waiting for your answer.
Dr. Ben hajbi

I booked and paid for flight ticket through Edreams for a friend on 16 May 2017 with Agean airlines from Moscow to Kalamata Greece and back on 6 August from Kalamata back to Moscow. The flight is scheldualed on 18 July. I live in Iceland but my friend lives in Russia. She is traveling with a 3 year old child. Soon after I had booked the ticket I noticed that the name of the ticket holder was correctly written but first name was written instead of the last name and vice versa. Like Smith John (as it is supposed to be) instead of John Smith as an example. I looked like I had by a simple mistake (a simple human mistake that takes few seconds to make) or something had happend in the process with issuing the ticket after I had written this? I will never know which way it is as I can not og back in time and see what happened. Still the name of the child was correctly spelled and everything as it should be, first name first and then surname, like John Smith but not Smith John.
Soon after I found out about this I contacted the company Edreams describing the situation and requested correction. I sent in via email with my booking reference and everything needed. I got the reply that they had received my case and there it said:, , Please note that the airline may refuse boarding if the information on the ticket does not match with the identification document you are travelling with.Once again thank you for contacting eDreams and we hope that we can be of service to you again soon. If any inquiries arise regarding your eDreams booking, please visit our web-page and click on the "help" link. Here you will find all the answers to the most frequently asked questions (FAQ).
On 19 May I called Edreams and was transferred to a call center which could not do much but referred me to someone else. I talked to two persons that day and the basic conclusion was that I would be contacted back and this correction (with new tickets being issued) would take about 10 days. I waited patiently but nothing happend so I called again on June 5 and I was again transferred to this call center (which is placed somewhere in India I quess, as the one I talked to spoke English with an Indian accent). That person could not give me any clear answer, only that my request was had been received and was in process. I was not happy with that answer so he transferred me to a lady (senior employee to the first one) that said to me after I had gone described to her was this was about and would need to get and answer soon and a solution to my problem. She (I can´t remeber her name, did not note that with me) said she would get my enquiry to marked as a priority and would send it along to another person.
Today 12. June I am still waiting and not knowing how this will develop. All this has ceated a lot of problems, for myself as for the ticket holder who as to apply for a visa and have all her travel documents ready in time. Apart from the stress and worries that is uncertainty has created in relation to all travel plans etc. All because of a few seconds mistake using a computer in booking an airline ticket. They have got the money and having to call and write all the time is an additional cost and takes time and energy. This is a company that says it wants to have good service and asks you to fill out a survey about their services. Anyone who reads this can see that this is absolutely unacceptable service and I will never ever have nothing to do with this company again if they don´t show some sign of helping out in this problem by at least issuing a new ticket.
Only answer I have got so far is:, , Please note that the airline may refuse boarding if the information on the ticket does not match with the identification document you are travelling with.
1. Will the airline (Agean airline) refuse passenger boarding if the information on the ticket does not match with the identification document you are travelling with? The names are correctly spelled and the person can still prove who she is. The surname is issued before the first name. Will that hinder he person being allowed to board the plane?
2. What can I do to prove my case? Do they need to see a photocopied issue of my friends passport? Or what?
Due to the fact that everything has been paid for, this simple thing and simple enquire is really becoming a big issue and our worries and stress is building up day by day. I need to know where I stand in this case.
This is totally unacceptible service (NO SERVICE). EDREAMS are turing into a NIGHTMARE! What can I do? By every day that goes situation gets worse and more costly.

I booked a flight for the 18th of JULY 2017 for my 3 kids (7 - 10 - 13 years old, 13 considered as an adult for you but not for the company)
Flight : Nantes (FRA) to Lille (FRA) : Company HOP
Reservation : VFGINM / tel [protected] (Thailand)

During the reservation process, I added the comment (particular demand : accompanying service) but I got no information.
I sent several emails to the service.[protected]@edreams.com : NO ANSWER
I sent a simple email to HOP : they told me that everything is possible but should be done only by your service. But still no answer ...

I tried yesterday to call the "awesome" call center. 4 different calls. The first one was pretty quick but I had to be transferred 2 times and just before the last transfer to the good person, the communication stopped.
2nd and 3rd / communication stopped after 10 minutes and 4th one, waiting time : 30 mins : first person, transfer, waiting time : 5 mins and communication stopped.

I need urgently information

Dear Sir or Madam
On the 11th of May, I booked my flights with you, from Edinburgh to Brussels on the 28th may, which you confirmed that day - eDreams reference number: [protected]

When I tried to check in on the 27th May, I was not able to, despite the mail saying that the flights were confirmed. I then called your help line who told me that the booking had not been confirmed.

The person on line, kept insisting that a mail had been sent cancelling the booking. I did not receive such a mail. However, while I was trying to get through on the phone, I sent a mail to your mail help line; and while on the phone, I then received a mail telling me that the booking was not confirmed. This is simply not acceptable.

I have included the original confirmation from the 11th May; my mail sent on the 27th May trying to ascertain the issue with my flights; and the mail sent on the 27th/received on the 27th, telling me the booking was not confirmed is dated the 27th May (sent in response to me challenging the position).

The person on your help line was not at all helpful and just kept repeating that the mail revoking the confirmation had been sent; but could not confirm when.

As a result I had to buy another ticket – now at an elevated cost. I hold you responsible for this additional cost. Please return to me the difference in the price of the ticket to recompense my out of pocket expenses within 7 working days from today (June 8th 2017).

The original ticket cost € 286.82
The replacement ticket cost : GBP 424.87 AND my friend had to drive me from Edinburgh to East Midlands airport to catch this flight. This does not include any recompense for the car journey from Edinburgh to East Midlands

This situation is simply not acceptable and I await the repayment ie € 485.53 - 286.82 – that is € 198.71
I have included a copy of the charges for the replacement flight

Lorna Macfadyen
PS it would have been much easier to be able to upload the mails themselves - rather than having to PDF the information to be able to upload them.
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