eDreams
Reviews and Complaints

Dear Sir or Madam,

I made a booking last month to travel from Dublin to Barcelona (and return) and I had problems during the purchasing step.

First of all, after introducing all the credit card detials I could not press the "button" to make the purchase. After that (did not know how I finally worked) it take forever to do the payment (the page was uploading for more than half an hour) and when it was supposed to be done, I got an email saying my booking was not complete.

I tried to be in touch with costumer service. I sent an email a month ago and never got an answer. As I am flying this Sunday, could you check if everything is correct? These are my flight details:

Dublin Barcelona 16 April 18.45 Aer Lingus EI 564 Reference: 2U7EGF
Barcelona Dublin 21 April 12.40 Vueling VY 8720 Reference: MYRYGJ

On the other hand, today I have tried to make another purchase from edreams website and it happened exaclty the same. I never got a confirmation email despite I introduced my credit card details to submit the payment. Finally, I had to make the booking with another company.

Edreams is terrible, the webpage and the customer service. I am not going to used it again since it only gave me problems and nobody solved them. I expect to get an answer this time.

Best regards

edreams have taken £386.77 from my bank without my permission.

Reference [protected]
Email - [protected]@gmail.com

I had booked flights from UK to Bangkok Thailand then on to Perth Australia 6 weeks later. Edreams took the two flights payments but took an additional 386.77 pounds from my account. Have rung twice and have assured me it would be back in my bank within 72 hours. This is not the airline as the withdrawal for the additional money is under E dreams and not etihad so should not be an issue to pay this back immediately.

After booking with edreams to fly to New York from Glasgow via Gatwick with BA. We found out 2 days before we were due to fly that our outbound flight had been cancelled - this only because I went online to check flight times/check in details. I then contacted edreams to find out why this flight was not available online at my booking site on BA. For which they apologised and said they had cancelled flight at no point was any refund provided or contact made - our only option given was to fly on a different flight from Glasgow to Gatwick and now also sort out our own transfer from Gatwick to Heathrow to fly to New York. All of this cost us more money for transfers, more hassle and stress (this was my 30th birthday trip of a lifetime that I had been looking forward to for months) Not only this I spent over 3 hours on the phone between edreams and BA to even get to the bottom of this and find an alternative flight solution to get there.

I am extremely appalled and upset at this service and very much feel that I should be compensated for transfer costs, stress placed on myself last minute, calls trying to sort this out. It also added an additional 5 hours of travelling time on to our trip which was even more stressful going between 3 airports rather than 2!

It very much put a negative start on my birthday trip that I had saved for and had hoped would have went a lot smoother than it actually did. I would like someone to contact me by email on dawn.[protected]@yahoo.co.uk or by phone - [protected] to resolve this.

I hope you appreciate the complaint above and hope to hear from you soon.

My booking reference is as seen below

Your eDreams booking reference : [protected]

Following your recent request we are sorry that you have not received your email confirmation. We have resent  this to your email address.

You can also view your booking online by logging onto www.checkmytrip.com, you will need to add your booking reference YJ8GU4 along with your surname and you will then be able to view your flight details online.

Passenger details - Dawn Porte and Colleen Beggs

We were planning our family vacation to Miami. I booked the flight. And after this we reserved a hotel. At the very last moment edreams cancelled our booking. They didn't explain what happened. They just told to reboot. But these days were already sold out. And as a result our plans were messed up. We lost hotel booking that was unrefundable. I want to get compensation for our loss

we booked in November Alicante to Gatwick
Gatwick to Genoa
Genoa to Gatwick
Gatwick to Alicante

2 nd April #
we got to the airport and were told our names were there we could not fly
when l booked the last flight came back pending after that we had a invoice with the flight on it 2.40 so we thought it was ok
SO we had to pay £570 for another flight the next day and a hotel!
of course we wanted to get home if you should have made it clear!
it was NOT BOOKED MRS MARINER
l NEVER fly with you again

Qantas flight QF601 on 24th March 2017 was cancelled last minute when i was already at gate so as a result i had to book a last minute flight at the airport for $440.
As this flight was booked through dreams they said i had to talk to you.
eDreams reference number for the transaction: [protected]

I would like a credit for the flight amount to be used for a future booking, as i book through dreams on a regular basis.
The details of the amounts charged to your card are shown below :
- Qantas Airways : AU$ 206.30
- Jetstar : AU$ 130.37
- eDreams : AU$ 22.20

Kind Regards

Aaron

Do I need to submit a complaint every day to get your attention?

You are thieves - you avoid answering your phones, you don't answer my calls and rely to my emails for 4 months not with the lame "we will check with Air Berlin".

I will make a complaint to the police as well. I don't know how to get the money back from you. But I will. I already submitted complaints ti the customer protection and talked to a lawyer.

You are scamming honest people of their savings.

SEND ME THE MONEY!

eDream promised me a cheaper offer on booking with them. All to findout there is more payment that I would have gone straight away to book the airliner. I am failing to understand the element of being cheap when it costed me more while I booked through them than it would have been had i booked directly to KULULA.COM. Kulula.com offered R 1230.00 eDream deducted from my account R1 442.00. I have made a loss and would want to be refunded that. I have been victimised and cheated on by this. My email is [protected]@gmail.com cell [protected]

eDreams has the follwing address appearing on line:
Vacaciones eDreams, S.L. Sociedad unipersonal, CIF B-[protected], registered with Registro Mercantil de Barcelone, Tomo 31.908, Folio 69, Hoja B200.680, Inscripción 1. Travel Agency Licence GC88MD. Passeig Zona Franca 191-205, 08038 Barcelona - Spain

To whom it may concern,
I booked a gift flight for a friend and her child.
The flight includes two airlines: EasyJet and Transavia.
I have paid extra to add one additional suitcase for each flight, but although it is appearing at the Edreams summery of the bookings, it doesn't show on any of the two airlines' itinery.
Transavia told me to contact Edreams.
Each time I phone I am made to wait for a long time until someones answers me, then they don't seem to understand the problem, after repeated attemps eventually somehow I manage to explain it, then I was made to hold again, and after 27 minutes on line I was told everything is ok, only to find out nothing has changed. Apart from a verbal confirmation there is no Email to confirm this is ok.
I returned to confirm this with the the airlines and they tell me I need to contact Edreams again.
This is very difficult to resolve.
Can you look into this problem?
My reservation number [protected]
My name is Ora Namali
The booking is for Efrat Ellman and her daughter Moriah Ellman.
The additional suitcase is added on each way (under Efrat Ellman's name).
The flight is on 15.7.17
Thank you
Kind regards
Ora Namali
Tel: +[protected]

Hello,

Today I was trying to book two tickets from venice traviso to barcelona on 8.6.2028 - 12.6.2017. At the end of booking process it wrote error, so no booking was made but you allready took the money 188, something. The ticekt costed 288, and something. I think the problem was i didn't had anough money on my card. Now I do! Can you please check and either take 100 eur that are still missing and send me confirmation and tickets or give me money back, please!

Please please help ASSP!
Elvira Rebolj
Elvira.[protected]@gmail.com

Sent from my iPhone

If I could give this company less than 1 star I would. My husband and I booked a trip to Thailand. We had three flights to get there and three flights to get home. We received notification from edreams that our very first flight to Thailand had a change in departure time. Somehow we were removed from that flight and I did not realize this until shortly before the trip. I called eDreams and they added us back on the flight, or so they said. We were unable to do an online check in for the flight so I called eDreams about 8 hours before the flight to confirm that everything was okay. They said that it was. We show up to the airport and they tell us that our tickets were issued incorrectly and that we needed to handle it with eDreams. When I booked the flights through eDreams I also purchased their "premium service". Included with this was a special phone number and email address to use if I had any issues with my booking. This was a total SCAM. I stood in the airport trying to call the number and it never even rang or connected me to anyone. I sent an email to the "premium service email" and I NEVER got a response. After much pleading at the ticket counter they were able to help us at least get boarding passes to our first layover destination. Every flight to Thailand we had to recheck in and get boarding passes printed and every ticket counter told us there was an issue with how our tickets were issued. It was a total pain. Then on the way home of course it was no different. We got to the airport in Thailand and the ticket counter couldn't resolve our issue causing us to miss our flights home. Of course at this time the "premium service" phone number continued to not work. This company is worthless and really put a lot of stress on us during a trip of a lifetime. I would urge anyone to not use this company even if it saves you a few dollars. The stress isn't worth it. I learned the hard way.

Good evening,

I purchased an Airmalta ticket for my father last week from Malta to Catania through Edreams as I always do, but the flight got delayed and then it flew to Catania and could not land due to fog so it returned back to Malta.
I would like to be refunded please.

The customer name is Silvio Borg
The date was 24th March, return 26th March
Ticket number ET643 [protected]

Also he had a hotel booked and payed and a taxi, can he be refunded for this?

Thanks for your help
Looking forward for your reply
Alicia Caruana

I have booked a return flight Venice -> Paris, booking reference number [protected].

The final price as stated on the website is € 297.90.
As the reservation was pending, I was charged € 59, 54 and again the same amount; After this i was charged the € 297.90 and the reservation was confirmed; In total i'm being charged € 417, 78.

I would like to know the reason this happened?

Dear all,

It's absurd and inadmissible to take so long to get me a refund, I first ask for it in December 2016, right after the flight got cancelled. It's been 3 months and you don't even have the common sense to keep me updated. You try to scam people or what? I kept calling and waiting on the phone for at let 40 minutes every single time I am calling. and the best part after I am waiting for you to pick up the bloody phone with your despicable customer services- the connection get cut off after 30-40 minutes of waiting. I have everything on my phone bill and it's not cheap and you will pay for it!

I already contacted a solicitor and complained to the Consumer Protection Authority based on the Consumer Protection Act of 2015.

If I don't get my money Back ASAP, you will hear from my Lawyer and you will pay all the Courts costs plus my money back plus interest. You have the reference number of my ticket in the title of the email. DO SOMETHING!

You better reply to me ASAP

Isabela Cismariu

I had booked for a flight for Mr. Wallace M Mungai on 14th March 2017 from NBO to MSA and paid via visa card. The process did not finalize since I never got a confirmation or a notification on the progress by closure of day. I therefore checked with the email and no notification came through but checking on the card, I found a debit of ksh 14, 373.65.
On 16th March 2017 I wrote edreams asking for money back since there were flight charges deducted from my card whereas they never booked the flight for me and up to date the only information I got from their end is a notification of receipt of my complain ref no. [protected]-[protected]

I booked Ryan Air flights and paid for baggage through Edreams. I received confirmation from Ryan Air that flights had been booked without baggage.
Edreams confirmed their mistake, advised me to book the baggage directly with Ryan Air and said they would refund me. That was in January and they have still not refunded me.

I have been in contact with them several times, they emailed me in February saying it was resolved . I received my Visa bill yesterday and it was not credited.

Here is a copy of an email from eDreams. I have requested several times for the refund which is well overdue but to date my requests have been ignored
eDreams

Dear Vivienne Mary Crossland,

Thank you for contacting eDreams. We apologies for inconvenience caused to you.

Your eDreams booking reference: [protected] and [protected]

We would like to inform you that your booking reference [protected] is confirmed and we are sorry that you have not received your email confirmation. We have resent this to your email address.

Please make sure you check any junk or mail filters that you have on this account, as this may prevent the email from being delivered.

You can also view your booking online by logging onto www.checkmytrip.com, you will need to add your booking reference 37X8EG along with your surname and you will then be able to view your flight details online.

However, booking reference [protected] is cancelled and we are pleased to advise you that your refund has been processed and credited to the same payment method used in the original booking.

The amount of the refund is 786.35 GBP and should appear in your account within 3 weeks from the date of processing which is 15 February 2017. (Please note that refund times are dependent on the card issuer and are outside of our control).

Please note that all Booking Fees and Credit Card charges are non-refundable. Should you require any further information please contact our Service Centre on :

- United Kingdom: [protected] If you are abroad please call +34 [protected]. - United States: +[protected] (available 24/7 customer service) - Canada (English): [protected] - Australia: [protected] - New Zealand: [protected] - United Arabian Emirates: [protected] - Rest of the world: [protected] 00

Once again, thank you for contacting eDreams and we look forward to being 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).

Yours sincerely

eDreams Customer Service.

© 1999 - 03/03/2014 eDreams. All rights reserved. General Terms and Conditions and cookies usage Vacaciones eDreams, S.L. Sociedad unipersonal. con CIF B-[protected]. Registered with Registro Mercantil de Barcelone, Tomo 31.908, Folio 69, Hoja B200.680, Inscripción 1. Travel Agency Licence GC88MD. Passeig Zona Franca, 191-205, 08

ref no: [protected]

Booked return flight to Dominican on 5th February through eDreams. Received email from eDreams on 22nd February to inform us return flight now 27th July instead of 25th July. We phoned eDreams and informed them this is not acceptable to us and would like a refund as stated in the terms of Wamos air conditions article 10 schedules. Now one month on and 6 phone calls later taking at least 6 hours on the phone being put through to different departments, still none the wiser if a refund will be given. The last phone call to eDreams office in Barcelona on Sunday we was informed the airline Wamos can keep our money for 12 months. After reading people are waiting 8 months I can believe this. I have also emailed Wamos direct who have not responded.

I was refused entry at the Turkish border and could not travel on to catch my flight (booked through eDreams (eNightmares forthwith), therefor had to cancel my flight. I cancelled as soon as humanly possible and well before the flight departure.
It took over a WEEK to get a "copy and paste" type email from them and NO assistance about the original cancellation.
Naturally, also no refund or even partial refund!
The worst customer service I have EVER encountered...and that's BAD!

I was telephoned edreams customer service helpline today to try and add luggage onto a flight I had booked through them. I phoned once and managed to get baggage put on the return flight however for the outbound flight they had to transfer me to another person. I was put on hold for 15 minutes and then the line cut out. I phoned back again and I had to explain my situation again and they did the same thing and I was on hold for 20 minutes while they were transferring me over and then the line cut out. So I now have luggage on the return flight but not the outbound flight. I have also just received an email from my mobile phone provider saying that the calls to your customer service has cost me £66.28. So not only do I have a large phone bill I have not had my problem resolved! It is unacceptable to be on hold for such a long an for the phone line to cut out and not receive a call back! My mobile number is [protected] someone from your team needs to call me so I can add my luggage to my outbound flight as soon as possible and I will not be paying the edreams service charge for it either!

Kind Regards,

Ayla Sidika Zafer

[protected]@hotmail.co.uk