eDreams
Reviews and Complaints

We booked our flights to Manaus in January. Sometime later the times were changed and we therefore requested a refund for the full amount. We were advised by email on 28 July that we were entitled to a refund. I subsequently called eDreams to obtain my refund and were told it would take 7-10 weeks to be refunded. When we did not receive the refund after this time I again contacted eDreams to be told there had been some issue and again this would be refunded in 7-10 weeks. Again this was not received. I contacts eDreams on 8 November and was told there had been an issue with the bank details you had for me. I was surprised that no one had contacted me to obtain these details. I was told the refund would be issued in the next 10 days however once again have not received my money. I have today contacted you again and been told that the bank details were not passed on. So again no one has bothered to contact me to advise me of this and had I not called in I would not have been advised and eDreams would have happily sat on my money. At no point have I been given an explanation as to why the refund hasn't been given or why no one contacted me.

Each phone call has lasted approximately 20 minutes to half hour at a cost to myself as eDreams have not bothered to get in touch.

I would like to know how you intend to resolve this issue and compensate me for the 5 months plus delay and the numerous phone calls I have had to make.

I can be contacted on [protected] or [protected]@yahoo.com

I look forward to receiving a response in the the next 2 working days

Claire Coldock

My boyfriend and I are using eDreams (directed by Skyscanner) to book a ticket from Hong Kong to Japan on 18 Dec and a return flight on 31 Dec. However when we received the confirmation, the flights are totally different from our original selection!

I have been trying to call its Spain 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 Miss Rynjah. She promised her manager would call back in half an hour. We did receive a phone call in about 10 mins but it only rang for 2 seconds! How could I possibly pick up? I do believe eDreams' staff just pretended they have called and then cut the line. It's not genuinely returning client's request!

We then went through the hassle to call its hotline again and finally reached another staff and put us through to the so called supervisor and he pretended he didn't hear our voice and cut our line! Honestly we have made a few phone calls to its staff and one call last for more than 20 mins, another call we talked to another staff for like 10 mins, it never happened they couldn't hear my voice. I'm just pissed off by eDreams' service.

All we need is to cancel our booking with a full refund and we don't want to go through all the hassle again! I tried to reach its customer service via Facebook and they asked me to send them request via private message. But they never checked my message, not to mention handling my request.

Please be aware and never use eDreams!

I booked an outbound flight on the 21/11/16 to Riga Latvia, the total cost of this flight was £100.99

I called on the 23/11/16 to find out why I had not received any information since the date of the booking. All I had received to date was an e-mail stating that the outbound trip was pending. I did not receive anything else, nothing even in my junk/spam mail.

When I called up I was informed that the outbound trip was to my surprise cancelled; as the payment didn't go through. I was also informed that I should have received an e-mail or some kind of contact to inform me of this, however this was not the case.

As a result I had to pay for a flight on the 23/1/26 at the cost of £140.99. Which is £40 more than the other price which I thought I paid for.

I would at minimum like the difference of £40 to be compensated to me. I would also want to be compensated for the time and inconvenience this has caused I had to take a morning off work to resolve this issue, due to the 50 minutes I spent on the phone.

Dear sir
I have booked the tickets from edreams for Air Serbia fromBelgrade to Brussels for the date 27 Nov 16. The payment has been done thru credit card but neither I got the ticket nor confirmation. Details are
Name Awadesh kumar
Mail id awadesh.[protected]@gmail.com
Travel date - 27 Nov 16
Flight -Air serbia JU 304
From Belgrade to Brussels
Time -. 17.35 from Serbia terminal 2
You are requested to kindly look into the matter.

Regards
Awadesh kumar

Edreams is nice as long as you don't have any modification, troubles with your flight. They made mistakes and they are not able to resolve them. I lost more than 390euros because of their miscommunication.

My return flight has been modified (Reservation number 3xlpsm) but on my edreams account I still had the initial dates of travelling (18 till 26 november). I didn't see the email since it was in my spam emails.

I have asked a refund of both flights (The one from toronto to kingston and kingston to toronto) since I couldn't travel because of their modifications. Edreams doesn't want me to refund me the first flight and they told me they gonna refund me the flight back after 3 months how is that possible? I complaint first because they didn't advise me properly of the modification (the email was in my spam the subject of the email was my name nothing says the flight has been modified just the date is different). Second because they don't agree the refund me the totality of the amount. Third they have a customer service really bad they are lying to you that's incredible.

I have contacted edreams several times I always had the same speech

How a such big company can't write email which don't have the format of a spam email?

E-Dreams ref. [protected]. We booked through eDreams for Ryanair flight FR7242 from Dublin to Malta on 19 Nov. We found at Dublin airport that eDreams had not notified Ryanair of our booking of one 20kg hold bag and we had to pay €60 to get the bag on the flight. You will need to refund us the money and we will send documents when we return home. Please provide an email address to send to. Please also notify Ryanair about the bag for our return flight FR7243 from Malta to Dublin on 26 November. Please notify us you have done this. Our Ryanair confirmation number is NSS4NA. Denis Bleakley

Mrs Sidra Vaines
I am instructed by Mrs Sidra Vaines.
Your company arranged a Westjet flight for Mrs Vaines and her two children aged 1 and 6 from London Gatwick to Honolulu leaving on 23 September 2016. Your reference for this booking is 3BERSO. The flight was via Vancouver where Mrs Vaines and her children would be in transit.
When arriving at Gatwick for the flight she was prevented from checking in because she did not have a visa for Canada. This was a surprise to her as she was not intending to enter Canada but to transit from Westjet flight WS23 to Westjet flight WS1864. The Westjet official told her that she could not board the aircraft but would have to wait until she has a visa. She sat down in the Terminal and was told that this process would take 7 days. The official also told her that her son aged 1 could board the flight as he was an American citizen having been born in Hawaii. Mrs Vaines did not believe that he was being humorous; merely stupid.
Mrs Vaines called your office and explained the position to your representative. You will have a record of her call. Your representative was totally unhelpful and told her that she had to buy new tickets for herself and both her children from London to Honolulu, without any credit or refund for the flight on which she had already been booked through your company.
Mrs Vaines regarded this as an outrage – being an attempt by your company to force her into purchasing further tickets at enormous cost, knowing that in her circumstances sitting at Gatwick with two small children she would have little alternative but to agree, which of course she did.
This is a disgraceful episode which caused Mrs Vaines substantial expense (in the order of £1500) and untold distress for herself and her children.
The reason for the problem is that it would appear that there is a requirement for a visa even if one is in transit through a Canadian airport. At no time was this ever mentioned to Mrs Vaines by your company who freely accepted her money on 27th August when she made the booking. I understand that you tell your clients that it is their obligation to obtain the necessary visas for the countries they are visiting. That is understandable but Mrs Vaines was not visiting Canada – and it was obvious from her flight details of the booking you arranged that she would not be doing so.
In accepting her booking you knew that she was going to join a connecting flight in Vancouver – and you also knew (or ought to have known) the she would not be permitted to travel at all unless she had a visa for Canada. This is so unusual that it is clearly something that ought to have been brought to her attention at the time of booking. It was a fundamental term of the contract because without this visa the tickets you sold her would be valueless and unusable. This is not a matter that can be dismissed by saying it was her responsibility to check. You had a clear responsibility here and you failed to discharge it – and the $1422 which you took from Mrs Vaines therefore falls to be refunded to her.
Mrs Vaines and her family have now recovered from this ordeal but you will imagine the distress this episode cause them. Under the circumstances may I suggest the you make the appropriate refund immediately together with an appropriate figure of compensation. The simplest means of doing so would be to issue a refund to the credit card which was used to book the ticket.
The sooner the matter is cleared up the better for all concerned – and possibly the only way of recovering something by way of reputation for your company.
I look forward to hearing from you.

Yours Faithfully

Peter Vaines
Barrister

I just recently booked a flight (today) on eNightmare Bali to Sydney for my son. While booking I selected special assistance - unaccompanied minor button. I was notified I will be contacted further. When my confirmation was sent I had nothing to say that my son was booked as an unaccompanied minor. I called Garuda straightaway (because I attempted to call eNightmare but soon found out that was a JOKE). Garuda informed me that my ticket was not valid and to call eNightmare... and here I am, in a small panic. I have sent a contact form but am nervous that will do absolutely nothing. Is there an ombudsman that can be contacted in regards to refunds/tickets and fraudulent sites?

Hello
Tried to book flights to Bali from perth return tonight and landed at the payment page and your website dropped out and gave me a pop up box message. I have attached this below. When I attempted to re start if tried to load for minutes and kept dropping. I wanted to secure those dates times and prices. How can this be rectified please.
Kind regards
Shelly Franklin

I am very disappointed by eDreams service. I have bought a ticket from Rome to Bangkok online and straightaway I have realized I made a typo mistake when digitizing my mum's name. As it was 22.30 in the evening, I could not contact the customer service until the next day because they close at 20.00. When I contacted them, I was really shocked to hear I could not modify the name of the passenger travelling. So they told me I could have traveled at the risk of being denied boarding or I had to cancel the flight without any reimbursement.
This is really ridiculous because if I had bought the ticket directly with Etihad Airlines I could have changed the passenger's details within 24 hrs. Furthermore, I do understand I made a mistake when typing, but I didn't imagine this was so bad as a capital punishment. I will never use Edreams again in my life. It is useless to use Edreams anyway because you don't get the same services you have with the original airlines plus you don't really save any money at all.

Warning do not use EDreams to purchase any of your airline tickets. There Customer service is poor. When speaking to a manager who states that he will call you back he does not. But when you call him back his response was sorry I was working on the call. They will escalate the call but it will take 24 hours and your flight leaves in the morning. I never received the confirmation for the 1st leg and they could not provide me a copy of the email where they sent the confirmation out. The flight never showed in my flight itinerary with United as i am a Frequent Flyer.
Travelers Be Where!

The Floor Manager Fadien is a Liar

I booked flights online on Saturday 12Nov16 for self +wife + daughter from New Delhi to St Petersburg and back for 04Jun17 & 12Jun17 respectively. Alongwith the online booking process, I was also given the option to seek Insurance for "Cancellation+ Assistance Insurance" despite the travel sector being and the address of residence being clearly mentioned while doing the booking. I did the booking for Insurance also for me & my family and was charged Euros 81.03 for the same. Subsequently I got to know that the Insurance is not valid for India and the travel sector booked by me. I therefore request that the Insurance may please be cancelled and the Insurance booking amount of Euros 81.03 may be reimbursed and credited into my account as soon as possible. Many thanks. In this regard my discussion with your customer care team today is also relevant.

I booked a direct flight from Malaga to Gatiwck through edreams. When I received confirmation it said I had a six hour stop at Madrid. Although hugely inconvenient, I decided to keep the booking. When I received the online check in, the flight was from Malaga to Heathrow, via Madrid. I have now had to book another flight with another operator. I emailed edreams and did not get a reply and I have tried calling but cannot get through. I have now noticed many people have had similar problems and have posted details online.
Please advise what I should do next.
Kind regards
Jason Parker

i tried to check in with the boarding pass code you provovided me ie 7EXB5D and with your boking ref.[protected] but I failed.
I called your customer service and they gave me a new boarding code ie JX4VK and was ok.
My complaint is that I spent much time trying to check in with the wrong code and eventually I had to make an overseas call for more than 5 minutes to find out the correct code.

Please avoid buying tickets through eDreams. It used to be a good and honest way of buying tickets before but now it a total dishonest booking service. I could not avoid being charged for the ticket and cancel it because they ask you all the credit card information before they tell you the real price which ultimately is 50% higher than the original price. After they get all your credit card information they charge you an additional amount for the return ticket which is basically 50 to 60% more than the initial price they claimed. In spite of the fact that I did not continue with the return ticket they still charged my credit card. All my efforts to get a refund for the tickets were in vain; they said that the airlines refused to refund which is incorrect. This kind of practice should be illegal as another customer just mentioned; the final price should be quoted before people enter their credit card information.

I bought an international flight to san francisco goiania, the intention of being just a flight, with a stopover in Fort laudardale and another in sao paulo and then goiania. I tried to check in before the websites of the first travel company Virgin America and then the blue, no yield. when I arrived at the airport came the news that the travel company not had nenhuam relationship with each other and that this flight was a domestic flight, not an international, ie had to pay excess baggage, I am at risk of losing flight Fort Landerdale blue to Sao Paulo because I have no time to pick up my luggage to check in and dispatches them again, I am traveling alone with assistance wheelchair because I am with a broken foot. edreams is a farce, a crock, do not have any customer assistance after I called it they said it could not do nothing! they sell a flight cheating the customer, if pasaando by international and simply steal the customer, now I miss my flight to goiania. as I'm going to do ?

I went to go check in from my connector flight from Dublin to London. I was told I was not on the flight attendance list, while I had an email saying it was confirmed by eDreams. I also looked on my account, it said the same thing. My friend and I booked our flights together, same day, same company, same flights. She had no issues. I then had to spend $327 USD to not be stranded in a foreign country and to make sure I would be able to return home later that same week. There was a blatant lack of communication between myself and eDreams, as well as eDreams and the airline, City Jet. I was also told by eDreams that I WOULD NOT receive a confirmation email from City Jet airline, the same thing was said to my friend on that flight. If there is an issue with payment or with booking a flight, your clients need to be told. To be taken by surprise at check in, and then spending two times the original flight amount in order to not be stranded is INEXCUSABLE.

Thank goodness at the last minute I avoided booking with this dishonest online travel agency. After I had already entered my card information, the final price of my purchase went up 70 euros. I was able to click and see that this corresponded to various fees destined to the company that had never been mentioned previously. This kind of practice should be illegal; the final price should be quoted before people enter their credit card information. Luckily, I realized just in the nick of time and went directly to the airline website and purchased my tickets for the price I had originally been quoted

I tried to book flights through eDreams but when making payment it kept saying 'invalid transaction'. After a few attempts at booking I went to another website and booked my flights unbeknown to be that my so called 'invalid transaction was actually successful! the call centres have not been helpful, they keep leaving me on hold, not sending forms they said they would for me to complain and try get a refund.

My flight home from Perpignan to London was cancelled 24 hours before the flight on 28 June 2016. The flight number was FR 937. I had to book a flight with a different airline which cost me a lot of money. I requested a refund from Ryanair who informed me that they sent the money to edreams as I had booked through them. Since then I have emailed edreams for a refund more than 20 times. Twice they have informed me they have refunded the money but it has not been sent to my bank account. They acknowledge that the payments were never sent and that they are still processing my refund. We are now over three months since my original request and no nearer being refunded the £99.47 they owe me. They no longer reply to my emails and I have no idea how to take this matter forward.
Please can you look into this matter for me, I would hugely appreciate it. Yours fatefully, Alexandra ROSSI