eDreams
Reviews and Complaints

Hi,

I would like to express my shock and disappointment at my recent booking. There are 2 issues in question: a hidden administrative fee, and an overcharge by RyanAir (for which I was referred to RyanAir).

After booking through eDreams (redirected from SkyScanner) for a one-way ticket back from Morocco to London (for a group of 4), I realised that I have incurred a hidden administrative charge of £55 on top of the £70 airfare, after checking my bank statement out online. I find this ridiculous and obviously upsetting, given that the hidden charges were not made known to me when I was booking it, and only surfaced to my knowledge after the amount was deducted from my bank acocunt.

On top of that, the hidden charges were 73% of the airfare. This is an exceptionally unreasonable, not to mention unethical charge. We also find it extremely irresponsible that the hidden administrative charges were not explicitly reflected when we were about to pay for the tickets online. We were under the impression that the costs of the eDreams booking would be the same as RyanAir's (which in fact, IS the same), so it would not matter if we booked from either. In no situation would it EVER make sense for us to book via eDreams with the awareness that we would have to pay more than if we booked from RyanAir directly.

I have called up eDreams Customer Service hotline and judging from their tone, they were very reluctant on refunding us the unnecessary hidden charges. Moreover, I take issue with the fact that the eDreams representative refused to help me with the extra £5 RyanAir has charged (£75 instead of £70) and referred me to RyanAir instead, after informing me that RyanAir has overcharged me on this.

I would like to stress that, had we have known about the unnecessary charges, we would never have booked from eDreams. After this incident, I have managed to read from the Complaints Board that eDreams have a vast history of UNSETTLED complaints, and this experience, on top of the complaints I've read, has seriously made me, and all other potential customers, question the reputability and credibility of this site. This is an extremely unpleasant experience and has put me off from future purchases via eDreams.

At this point in time, I am entirely not confident that I will get a refund on behalf on my friends who are travelling with me. It has come as an ugly and untimely shock to all of us, who feel that the unnecesarily and unknowingly incurred hidden costs are unjust and inequitable, especially since we are students, and especially since RyanAir offers the same fare without administrative charges. Whatever expectations we have had of a fuss-free transaction with eDreams have gone deep down the drain.

In light of this, we sincerely hope that you would answer our request ASAP and permit a one-off refund. Considerations of unsatisfactory responses or a lack of response at all will lead us to bringing a legal action against eDreams before the Small Claims Tribunal, which I feel is long overdue considering the amount and extent of complaints, inconvenience and disappointment you have caused us and previous other customers.

(I have sent the exact same feedback on eDreams' website, and am awaiting a reply as of now.)

Hi I have contacted your call centre 3 times already today (24 March 2016). I have flights booked from Brussels to Venice. for 25 March 2016 with Brussels Airlines. Due to the Brussels Airport being closed the airlines has rerouted all flights to nearby airports and changed the flight times in the process. As a result I need to change my flight to the Brussels Airlines flight on 26 March 2016 which is now departing at 6:40am from Liege (LGG).
All 3 of your operators tried finding that flight and as I had to explain to them that as these have been rerouted from Brussels Airport they will not pick it up as a normal flight and that Brussels Airlines call centre told me that as it is an eDreams booking only they can do the changes but if eDreams is having difficulties they should contact Brussels Airlines and they would explain on how the changes would have to be made.
On each call your operator had difficulty understanding that they should call Brussels Airlines as to how to change the flights and then put me on hold and dropped my call and each time I told the next operator that they will end up dropping my call or they should speak to their colleagues (who supposedly) put me on hold to check with the airlines on how to do it and they refused and put me on hold to call Brussels Airlines and dropped my call again, but still no one knows how to change my flight!

Please get this issue sorted! I need to get these flights changed already.

Sir

I tried to book my brother ticket online thy charge my card for the ticket and I havnt recieved any conformation email at ll all night when I phone them up again in the morning they he havnt got ticket cause your card wasn't working if my card wasn't working how cum thy charg me for the ticket and took the money out from my account plus they said they refunded the money to my account and thy r not refunded yet .
Other thing they got really rude behaviour for the customers thy don't knw ny manners or politeness I used the site vest tym and it was the sh**iest site I ever been on for airlines ticket I want my money back as quick as possible .
[protected]@yahoo.co.uk

TAHIRA shah

i booked flights to Budapest via edreams and i paid extra for one suitcase. When i printed my boarding passes the baggage was documented on our flight out which was with ryanair however was not returning to Manchester with Jet 2.
I phoned edreams before the trip and i was assured that this wasnt a problem, my suitcase was booked for out bound and return flights and i would not be charged any extra bringing the suitcase home. As you say you monitor and record phone calls for training and security purposes i assume you will have a log of this phone call!

when returning from Budapest to Manchester, Jet 2 refused to check in my suitcase without paying 65 euros extra as they had no log of it being pre-paid.

upon returning to the UK i have sent 3 emails and been on the phone 5 times (which by the way are all 30 minute plus phone calls!) your customer services speak rubbish English, are rude and completely inadequate! i am told that in order to get a refund i have to send a copy of the receipt - EASY.. well it would be if you had a direct email i could send this too. But no, i have to attach it via the website...however there is no attach document button? twice i have spoke to an adviser who has told me he has sent me a link which i can use to attach and each time i have been sent an email notifying me that my query has been logged?

i am disgusted by the service and i will be contacting trading standards if i dont get this issue resolved by next week.

confirmation: [protected]

Dear all,

As we never had any issues using their services before, my partner and I used eDreams on 28 Feb. 2016 to book a round trip Paris-Naples (reference number: [protected]). Though the email from eDreams confirming our reservation indicated that the return flight was "pending of airline confirmation" for "technical reasons", it did also specify that if we "[did] not find any email from eDreams in our inbox within 24 hours" we should check our spam folder. Going forward, we never received any email from eDreams - spam folders included - informing us that our return flight had been over-booked and that we did not figure on the list of passengers.

Given we had paid for all our flight tickets as far as we were concerned, it goes without saying that we took our flight to Naples, waiting to promptly hear from eDreams. Yet, the day before our return, we still had not received any email from you indicating there was an issue with our reservation. We therefore tried to check in for our return flight, but soon realized this was not feasible. As eDreams' email mentioned we should not hesitate to contact them, we tried to do so. However, we were not able to talk to anyone that could have helped us.

As a result, we both had to pay for an extra night at the hotel, miss one day of work unannounced, and buy new tickets for a plane leaving the same day (which not surprisingly proved to be very costly: 294 euros, when the flight in which we had been overbooked costed 154 euros).

All in all, the service we received from eDreams - against due payment! - proved to be very poor, if not misleading. We hope that we won't have to escalate this further and look forward to being notified of how we can be compensated, either monetarily with a lump sum taking into account the amount we lost on extra flights, days off work, eDreams fee, etc., or with an eDreams voucher of +600 euros.

We look forward to hearing back from eDreams.

Regards,

Gabrielle McFarlane-Smith & Axel Froissart

We originally checked out airfare from FLL to SJO on TripAdvisor which automatically directed us towards eDreams We tried to use eDreams website to book a trip from FLL to SJO. During that transaction their site would not complete it, it just kept advising us that the "transaction was completing" So after 30 minutes of this I called in directly to eDreams. The agent advised me that the first transaction was cancelled but airfare was still available but that there was an increase and now the price was more than $40 more. I questioned that increase since we did not cancel the first transaction, eDreams did and I felt they should honor that price. but she would not and told me the air fare can change minute by minute, so I booked the flights. After hanging up I checked my email only to find an email from them requesting for me to complete my original transaction, now $17 cheaper than my original quote. I called their customer service line for the US which just rings 20 times then disconnects you. So I then called back into eDreams to try to correct this situation. The next customer service representative offered me no help at all so I asked for a supervisor and was told that it would be a 2 hour wait to speak to one and that I "should call back in a few hours when he isn't busy" I refused that advise and told him I would hold. After about 45 minutes he came back on and told me that I need to call back in 2 hours and hung up on me. I then called back into eDreams and got another customer service representative who gave yet the same party line but was willing to let me speak to a supervisor. The supervisor also observed that there were two transactions and that the first one was cancelled, with a service fee of $10.50 and the second transaction had been booked with a service fee of $51.50. There had no been increase in airfare, only their booking fee. I explained to him that at no time did I cancel the original transaction and that I was told that there was an increase in airfare. He said that he would conduct a recorded review of the conversation and turn it over to the appropriate department. So far all I have received from eDreams is a bunch of "one size fits all" explanations trying to bolster their position for their increase in their service fees and no credible explanation as to what happened with my original transaction or the conduct of their service agents. they emailed me to say that I had the opportunity to view the charges before purchase; how exactly would I have viewed the charges if it took place on the phone and the agent lied about the charges? If I had just gone to the airlines website I would have paid the exact same amount as I paid on eDreams without their BS service fee. Avoid this company if you can, they are nothing but a headache.

We booked almost $3, 000.00 CAD with edreams for round trip tickets to Thailand from Vancouver with 2 layovers on each leg of the journey. On our return flight our itinerary clearly states that we would be transferring planes in Huangzhou to Shanghai and flying for 4.15hrs in economy class. However, upon arrival in Huangzhou the airline informed us that flights to Shanghai had been cancelled almost 4 years prior and that the only way to Shanghai was by taking 2 busses through rural China that totalled more than 5 hours in transit. The airline took no responsibility for this and informed us it was the booking company's fault and that we should contact them (which of course we could not do from China with our Canadian phones). Of course, we did as we were told and got on the busses as required. On these busses we were racially attacked by the bus driver and ridiculed by the fellow bus passengers for our race and inability to speak the language. The journey was in every sense of the word, a living hell. When we finally made it back to Vancouver and placed a call to edreams explaining our situation they refused to take any responsibility and pointed fingers back at the airline. We begged that they take it up with the airline and figure out who was going to accept the responsibility for putting their customers through hell and that the very least apologize and refund us for that leg of the journey. They assured us that they would and that we would get a call back within 24hours. After waiting 48 hours we placed another call, were forced to recount our entire ordeal for a second time and were assured we would receive a call back in 3 business days. Again we did not get any call or email back and had to place a third, fourth, and fifth call back spanning over 2 weeks. Everytime they claimed they could not get ahold of the airline (whose offices are for the most part open 6-7 days a week in larger cities) and assured us they would keep trying. No one at the company seems to be exerting any effort on the matter and the company as a whole seems to not care at all. They seem to be hoping we exhaust and simply go away silently despite their grave error in our booking and complete lack of customer service following. At this point I would strongly recommend you never book through edreams. They are a hideous company with no regard for their customers or their safety and happiness on their journey and will offer you no assistance for weeks should you have any issues with your travel. Do not use edreams. The small monetary savings you receive by booking through them are not worth the disorganization and lack of empathy you will receive in return.

I booked a scheduled flight with Edreams with China Southern (CZECH 3035) departing CAN daily 22.05 for 29th March 2016. I received my booking conformation on 1st Feb monies for flight taken so we're fully paid for.
2 weeks later I receive email from them to say there had been a change to my flight details ! My outward flight had been moved forward by approx 8 hrs, which meant my partner and myself having to arrive at the airport at 11.55
. This was totally unexceptable to us as we are there on business for 2 working days only and our connecting flight from Shenzhen was not di
Ur to arrive at Guangzhou airport until after departure time I
Of changed flight time.
I contacted customer service helpline ! Which Is a premium rate line(.16 per minute) I eventually (1.hr15 minutes) got to speak to a member of customer service, who proceeded to tell me that this had nothing to do with Edreams and that the changes had been made by China Southern airlines and there was nothing he could do ! When I pointed out that this is a scheduled flight and it was still showing availability on there website (for an increased price) and also still showing on China Southern airlines website, he backed tracked, asking me to hold (AGAIN) whilst he spoke to the airline direct! After a further wait of 20 minutes he came back and said the airline was closed and I would need to call back again when the airline office was open! After much remonstrations from myself at having to to this as it was not a problem of my making, I was told the office I
Opening hours which on Saturday are 10am till 12 which means the airline offices are closed!
In the end because of our time restraints due to our pre booked flights we decided to rebook our flights direct with China Airlines.
I am lodging this complaint as a warning to anybody who is thinking of using Edreams, please take my advise and "DO NOT" as they are the worst company I have ever had the misfortune to encounter.
My Edreams booking ref no is [protected] I would be delighted to get a response back from them, and should I get one then I will certainly post there response.

I booked a flight through eDreams with Norwegian. I cancelled the flight within 24 hours with the airline. They refunded eDreams who say they will refund me except for $400 in fees. $100 per ticket for tickets I cancelled! Nowhere in the email confirmation do they state the amount of these eDreams fees or that they are non-refundable. NOWHERE! Besides this is an awful business policy, an awful way to do business. I am out $400 and have nothing to show for it. DO NOT USE THIS COMPANY. PLENTY OF OTHER TRAVEL COMPANIES DO NOT HAVE THIS HORRENDOUS RIP OFF POLICY!

I found a ticket through eDreams which is was in the process of paying and received an email that said the ticket has not been confirmed and then received a second which said they're having trouble with the site and I have to make a new booking which I did. It failed again. I gave up and found the same ticket for much much cheaper elsewhere but noticed on my bank statement that eDreams charged me twice. For these two failures of theirs no doubt. Where in the world do you get to fail in your principle function and still get paid? I looked around the internet and found many similar stories proving that you're scam artists and not a legitimate business.

I booked a round trip for me my wife and child to go from Montreal to Acapulco on February 14th 2016 through edreams on November 28th 2015 (booking reference [protected]). Then quite by accident on Jan 28th, as I was asking edreams to mail me a detailed invoice for each of our three flights I was told that this could not be done but I should contact edreams as there had been a change in the flights. After over 3 hours on the phone with their call center in India, I was finally informed that, due to one flight being cancelled, our whole booking was cancelled, with no alternative offered by edreams. I was told that I would get a refund possibly within 30 days, but that edreams would still retain a booking fee of CAD 168.23 (on a booking of CAD 2, 353.17).

Despite numerous emails to edreams to ask them to waive this fee, I have not had any luck with them, as they keep on repeating that their booking fee is non refundable.

I think travellers should be warned that edreams has these clauses where they won't refund booking fees even when they are not able to deliver the flights they sold you.

I am a frequent traveler who uses many different online booking sites and this is the first time service has been so poor.

What a joke!
I am so frustrated ...endless pauses for being out on hold and then to be told what I thought I had booked and paid for was nothing like what I wanted... To every time I ring and have different answers to the same question ... They have now charged my card twice! And after quoting me £300.88 to change my dates ( after the first quote if £2000!) They change my card once the twice with another £100 with out me even knowing till I got my statement!
Seeing red that then they take 5 days and ask for another 48 hours to look into the matter

I booked a flight from Boston to Lisbon via Dublin with eDreams on Dec 21st.
When I arrived at the airport, the flight had been cancelled by them!
I called the customer service and they could not tell me why they had cancelled my flight. But sold me another ticket.
The refund of the first ticket came short of 20$.
I called the customer service and they told me that this was the service fee.
None of their phone numbers work...
This was a nightmare experience! Do not use eDreams!

I booked air tickets via edream website. Upon search it showed a total price £156.2 inclusive service charges. The service charges were added and shown as discount. After buying tickets the credit card deducted £ 259 incluse of service charges. Upon checked with the bank, they mentioned transaction splt in 3 parts. The transaction did not take me secure online buy page where it asking random digits of password!

Is this is the big scam involving edream travel agent, the ryan air and the credit card company?

Edreams neveer reply to emails nor contacted by emails. The phone charges are £1.02 per minute

Here onwards bit skeptical to buy online!
Beware of such site. Read some feed back from the customers.

Completed a booking all the way to the submission of my bank details. Confirmed that the price was correct. Noted that the final price stated that I would be billed in my local currency. Double checked that I would be billed in my local currency... Checked my bank account to see that edreams had decided that my local currency was usd meaning I paid and additional $400 for my tickets. At no point did the billing system state that the local currency is usd. It did not show usd in front of the final price but it did state that I would be billed in my local currency. I believe it was fare to assume (Yes, assume) that my purchase was identified as originating from australia given that the transaction would have shown an internet protocol address of australia, that tracking cookies confirm australia and that my tickets were return tickets from australia! I rang the edreams call centre several times and they quite simply refused to assist me and quiet frankly were out right rude! I want the difference refunded back to me edreams! Contact me to arrange a refund! I do not wish to speak with the edreams help desk any further.

was browsing edreams website early hours of this morning, found potential flights, completed details including debit card info. I didn't select 'purchase' as I wanted to ensure second passenger date of birth was correct. Too my surprise 5 mins later I received an email confirming flights and debiting my account. How can this be possible if I have not selected 'confirm or [protected]@? Surely this is an unauthorised transaction?

Secondly, the final price was £85.69 and I have a print screen, edreams debited my account with £143.08. There is a difference of £57.39 more than the final price.

I contacted edreams this morning and they confirmed the flights cannot be refunded. I have no choice but to go ahead but the over charge needs to be refunded.

I have again checked the prices on your website this morning and are still the same price £86.69.

i would be grateful if you can urgently look into this and hopefully it can be resolved

I had my flight on December 19th and due to a visa problem I had to cancel my flight and request for refund.
The process to request refund was really long, I had to call edreams during 5 following days (during work time), spent around 1 hour each day.
When I finally got the refund done, they asked to wait few weeks to receive the money on my account.
On January 22nd I asked for the status on my refund via website. On January 23rd I received the email from Edreams saying "We would like to inform you that as we have checked your reservation details and noticed that you have already contacted our customer support team and they advised you that your refund has been already initiated from our side on 16 January 2016 and it will reflect in your account with in 7-10 working days so we request you to please wait till time or can contact with your bank regarding the same."

After 10 working days I didn't received the money on my account so again I asked for the status of my refund. On February 3rd I received the email from Edreams "We would like to inform you that the refund has been already done from an airline side in your account. We request please check with your bank. However, if you still did not recieve, we request you to send us your bank statement along with your entire credit card number so that we can investigate further".
I sent my bank statement and my card number by email on February 3rd.
Since February 5th I am calling Edreams to ask what is happening and each time I call they give a different position.
I still don't have the money on my account and I am really disappointed with the customer service that I am receiving these days. They didn't resolve my problem, they didn't say what is happening, they didn't provide new date to the money access my account.
I wouldn't recommend Edreams to my network and I need my refund on my account ASAP!
Every time I call them I am patient and calm but my patient is really getting to the end.
At the moment I am again with someone trying to understand what is happening.

I recently booked three flights through eDreams after using Skyscanner to locate suitable flights from Sydney to Melbourne, Melbourne to Christchurch and Queenstown to Sydney. I wasn’t given the option of adding baggage on to the Virgin Australia flight from Queenstown to Sydney but it stated that I could add discounted baggage by calling [protected] (edreams). After booking and paying for my flights, I called edreams to add on baggage, the long and short of it, after calling edreams 7 times, being kept on the line for 20 to 30 minutes each time, and calling Virgin Australia 3 times, I have still not been able to add discounted baggage onto my booking and have been advised that I will have to pay $130 NZ (£60) at the airport, when I check in. This is an outrageous amount to pay for baggage. I paid £98 for the flight and if you go directly onto the Virgin Australia website now, you can buy the flight with baggage for £95. If I had thought that I would not have been able to add discounted baggage onto my booking, as stated, I never would have booked through edreams.

Edreams Customer Service has been absolutely appalling, I have spoken with several different employees, none of whom seem to have a clue what they are doing or what has already been done by other employees. I have repeatedly been given incorrect and conflicting advice which has been hugely frustrating.

So, after numerous phone calls and several wasted hours, I'm no further forward. Nobody at edreams seems to be taking my complaint seriously or providing satisfactory advice. As previously stated when I made my booking, it clearly advised that baggage could be added by calling the number provided. This appears to be incorrect information and false advertising. I would not have booked this flight if I realised I would not be able to add baggage.

I would never use eDreams again, their service is awful and their handling of complaints is some of the worst I have experienced.

Regarding bookings mlq8jzjlejz, dhyyyyit2r7b & tnf68gkqee3x. Edreams reference number: [protected], [protected] and [protected], 3 different bookings. When we downloaded return boarding passes baggage was not included even though it had been payed for. Called edreams (@ over £1 a minute) advised to pay for return luggage and edreams would reimburse. It was cheaper to pay online £31.44 which I did 3 days before flying back for 4 people. First of all how come 3 different bookings have this mistake. 1 I can accept, 2, very unlikely. But 3, no way. Secondly why should we have to pay again especially as edreams work closely with ryanair? Anyway I contacted edreams and they asked for a receipt which I didn't have so sent them proof of purchase from my bank. Edreams would not accept this and sent me another email asking for a receipt! I replied and again told them and would have to accept confirmation from my bank. Edreams accept they had not included luggage for return trip therefore why are they being so difficult. Bottom line is we payed for a product which never materialised. I have not heard from edreams since 05/01/2015. Come on edreams you owe me £125.37!

flight ref [protected]
booking has been made for Mr. william john harrison and mrs lina cornelia goedkoop., for unknown reasons the names of the passengers have been changed, doubling the surnames. We cannot make contact with you by phone as the waiting time is endless. I cannot find a email contact number either for edreams. I am almost 80 years old, very hard of hearing and unable to handle the stress of this. I will be refused on the flight because of the names disaster, you must have a way to help us instead of the phone.