Menu
For Business Write a review File a complaint
eDreams Customer Service Phone, Email, Contacts

eDreams
Reviews and Complaints

www.edreams.com

Learn how the rating is calculated

4.3 28 Reviews 1839 Complaints
Claimed
eDreams has claimed their business profile
Write a review File a complaint

eDreams Complaints 1839

ComplaintsBoard
A
11:16 am EDT
Verified customer The reviewer confirmed their account using Google. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
eDreams has left an official reply on this complaint.

eDreams text informing me of flight change

Whilst walking part of the Camino in remote villages of Spain I received a text message telling me my flight was no longer 21.55 on 20 September but 17.30 on 20 September.

no-one was picking up the phone or answering my emails. So because there are very few trains and buses back to Bilbao I needed to pack up swiftly pay 40 euros to get me to Palenta and then catch a train to Bilbao over 36 hours before my flight was due. There was no where to stay and had a choice of sharing a room with a stranger who was male or sleep on the streets.

Finally E dreams answered their phone at 12.00 on 20 Sept approx 20 hours after sending the text message. They said they knew nothing of the text message and the web page it linked to - which showed my earlier flight time.

Read full review of eDreams
Update by anniemct
Sep 29, 2015 6:10 pm EDT

mail used: annmargaretmct@gmail.com

booking ref code: EPL1F7B

and a photo of text sent and of the web page it linked me too.

View 0 more photos
Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review
ComplaintsBoard
B
8:56 am EDT
Verified customer This complaint was posted by a verified customer. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
eDreams has left an official reply on this complaint.

eDreams false claims, terrible customer service

I booked a flight with edreams not too long ago under the understanding that I would be able to change the date at any time. I even purchased the 'premium service' add on to ensure I wouldn't run into any issues. This premium service supposedly allows me to change and cancel at any time, free of charge (It does not say anything about 'depending on terms and conditions of flight and airline policies' when you purchase this ticket, or that the charges you are free of are simple edreams administration fees. It does not state this anywhere). It's also supposed to give me access to a free priority customer service phone line 24/7. Not only does this number not work, when I called their (Expensive) general customer service line, I was told that my ticket was non-transferrable and nonrefundable, no exceptions, despite buying their service that was supposed to eliminate this issue.

The woman I spoke to from edreams continued to simply read off a script and not explain to me why I was not allowed this service even though I paid for it. She stated it was down to the airlines policy on changes and refunds (I checked the airlines website and they absolutely do allow changes and refunds). The more questions I asked the more she regurgitated the same response, and it was pretty obvious she didn't really understand what I was saying during the whole conversation anyway.

I understand that I know very little about flights and travel agents and how it all works, but why offer a service and make me pay more for it when it can't even be applied to the ticket i'm purchasing?! Why am I paying for a service that seemingly does not exist, and why was it not made explicitly clear when I purchased my flight that the ticket I chose was so restrictive, I would not be able to make use of the service anyway.

Nothing edreams has offered with this service have they pulled through with. As always I am extremely disappointed with edreams service and the unprofessional way in which they handle things. As far as i'm concerned, I am entitled to a full refund, or a change free of charge. Edreams cannot get away with operating like this and i'm now in an extremely debilitating and inconvenient circumstance. I cannot take this flight due to an emergency, and on top of that i'm now short of almost $1000 because of this absolute waste of time and money, and edreams make it pretty clear at every turn they have no interest in helping or acknowledging their false claims and terrible service.

Read full review of eDreams
Update by Bree H
Oct 05, 2015 9:15 am EDT

Hi Nicole,

Thanks for your response. However I would still like to take this further and get a refund, however partial that refund may be, as I've been left in an extremely difficult circumstance because of this confusion that I believe has so much more to do with being mislead and the terrible customer service eDreams offer time and time again.

I still stand by what I said in that absolutely nothing your "Premium" service package offered was actually made available to me. I had to wait on hold and spent several hours on the phone to your general line because your priority service line seemingly does not exist or does not work, and no one I managed to speak to spoke sufficient enough English to be able to understand my issue. On top of that they are hardly willing to do anything that takes longer than 30 seconds and continually refused to pass us onto any superiors or managers.

When I finally got on to a manager, he agreed that the service was misleading, but maintained there was nothing he could do or was willing to do to help.

One agent told me they would refund the taxes to me to a total of 130 GBP. This I think is the very very least I should receive in compensation. I would really like a full refund.

Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review
ComplaintsBoard
R
11:45 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
eDreams has left an official reply on this complaint.

eDreams unethical behaviour

They advertised for 295£per person flights+hotel and sent me email for £590.57. When I completed the booking flights+hotel was £653.18 value that came out the debit card and paid to edreams. Now I have the emails confirming the booking and I have to pay an extra £87.22 for the hotel there. In any step of the booking process this is mention, the figures do not match anywhere with the booking and yes, I have read all the terms and conditions. Lats time ever I use this scam.

Read full review of eDreams
Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review
ComplaintsBoard
B
8:07 am EDT
Verified customer This complaint was posted by a verified customer. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
eDreams has left an official reply on this complaint.

eDreams reservation de billet d'avion

J'ai réservé ce jour un vol aller simple de Marseille à Oujda pour le Vendredi 30 Octobre 2015 (au nom de Danièle Jemma ép. Gouzon).
Le montant de 50 Euros demandé a été payé par Palpal mais il reste en attente de votre action.
Je ne dispose d'aucune confirmation de cette réservation, ni même de sa référence.
Je reçois un mail de e.dreams m'enjoignant à terminer ma réservation alors que toutes les étapes suivantes consisteraient à réserver une nouvelle place...
En attente vos éclaircissements

Gouzon

Read full review of eDreams
Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review
ComplaintsBoard
R
5:46 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
eDreams has left an official reply on this complaint.

eDreams worst company

This company is absolutely horrible and more than live above and beyond their bad reputation. I didn't confirm my ticket, but it got processed anyway. I canceled my ticket with the airline but edreams won't refund or do anything to help me get my money back on their part. They are not understanding at all and they are rude. I was on the phone for 20 minutes but all they kept saying is that there was absolutely nothing they could do: not even a partial refund or some help. They disappoint in every way and charge a ridiculous price for finding a ticket that is cheaper booking with the airline. I wish businesses like this weren't allowed to exist. I just want my refund, especially because I never finished the confirmation of my ticket. I never agreed to the price they charged me!

Read full review of eDreams
Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review
ComplaintsBoard
H
12:27 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
eDreams has left an official reply on this complaint.

eDreams Unauthorized charging of credit card

An authorized charge of over 400 Euros was applied to my credit card on August 31st
I have never purchased anything from this company and they should not have my card details.

Vacaciones Edreams: please contact me immediately - the relevant authorities will be notified.

Regards

Heyka Mueller

Read full review of eDreams
Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review
ComplaintsBoard
R
3:18 am EDT

eDreams failed to receive refund for a flight

After having failed to receive refund for a flight that I insured in 2008, when I could not depart because of a sudden and tragic illness of my father and where I had spent several exchanges of mails and paper correspondence I had promised myself I was never going to even open the EDreams website again.
Which I kept up to August this year. I needed to buy a Malaysian Airlines ticket, Kayak identified a good fare and sent first me to Tui, I made the transaction with them, after 2 hours they contacted me to say that they could not confirm the flight and that they had NOT charged the credit card.

Here I was so stupid to go again into Kayak and accept the EDreams proposal, EDreams accepted the transaction and the payment. After 12 hours EDreams contacted me to say that the flight time had been delayed by 3 hours (something unfit for my schedule); at that point I said that I did not want the flight anymore; answer: Ok but you have to pay our Edreams booking fees and the airline company will take 2-3 months before refunding you...

The difference in approach between TUI and Edreams is amazing. If you read this post please cancel EDreams from your browser...
Edreams ? No ENightmares

Read full review of eDreams
Hide full review
ComplaintsBoard
L
1:39 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
eDreams has left an official reply on this complaint.

eDreams Fraudulent sale of cancellation insurance

This is regarding reservation 4C8QCS flight, June 17th 2015, with Brussels airlines from Paris CDG to Chicago ORD with a layover in Brussels.

I am extremely disappointed with the misleading information lack of transparency and injustice imposed on me with my past experience booking with Edreams.

I booked two identical tickets for me and my boyfriend and also purchased cancellation insurance for both of us, knowing in advance that we may need to change our flight dates due to new work commissions.

So when I did call edreams to change the flight for my boyfriend I was shocked to find out the flight i booked was NON REFUNDABLE, NON EXCHANGEABLE, no where at any moment of my booking was this important information shared with me. Why would I buy cancellation insurance on a flight which is anyway totally non flexible? Why was this information not transparent at the booking? Every airlines shares this information out of hope for good morality and good business.

I then attempted the process the file an insurance claim because the reason for the cancellation was because of a new job contract signed for my boyfriend ( a legitimate reason as stated on the AON website). I cancelled the booking directly at the Brussels airlines counter at the airport and the would NOT issue me a document of this cancellation, which I would need for my insurance claim.

I then called edreams to try to acquire a document showing I had cancelled my flight and they had no record that this flight had been cancelled as there was no communication between Brussels Airlines and Edreams.

The next document I needed to provide was an invoice stating the amount of the tickets that I was requesting to be refunded b y the insurance. Same story neither Edreams nor Brussels Airlines were willing to provide me this paper work, pointing the finger at each other, rather than providing me any customer service.

The third document I would need to file a claim ( as I kept pushing forward for some evidences) was an e ticket or the terms and conditions of the fare for which I purchased. This official eticket was never issued to me, and the terms I have no copy of. I cannot login to edreams and search for this information in my past purchases and trips like any other reputable website.

This is not the only time Ive had a bad experience. It's possibly the 3rd or 4th time and definitely my last. If the travel agency Edreams cannot manage its relationship with the insurance company nor the airlines through which they provide bookings, it is basically a worthless and dishonest service, and will not be worth the slightly lower airfares it provides. It has been a total nightmare.

If edreams could provide me with the documents I am requesting to file my insurance claim, it would somewhat makeup for the damage done here. But absolutely must change their misleading and badly made website which is intentionally made to give you as little service and info as possible

Read full review of eDreams
View 0 more photos
Update by Lily8s
Sep 02, 2015 3:56 am EDT

Dear Nicole,

Thank you for your email and effort to explain some of my confusions and frustrations.

I understand that Edreams is a travel agency and they offer lower prices which is the only reason anyone would ever use it. However I do think it is their responsibility to give you a notice before buying if I ticket is refundable/ flexible/ or not at all. It is just a polite courtesy that many companies make the effort to do for the sake of good business. For these reasons I have no interest in doing business with a company I find so unfair and I know I am not the only one to agree with this.

I understand better now the purpose of the cancellation insurance which is basically useless unless a very rare occurence is imposed on you. In my case, I do believe there is a chance I can file a claim as we 'received a new job contract' which is an option on the insurance website. However, as I also mentioned in my first complaint is Edreams is not willing to help me acquire very basic papers for which I need to provide the insurance company. They cannot provide me with the paper stating I cancelled my flight and the invoice for the cancelled flight. It is two papers needed by the insurance company and I cannot get this anywhere else but from Edreams. I find it very disturbing that after all this, they are happy to take the money and be the intermediary between the airlines and the insurance company but as soon as the take your cash there is zero customer service unless there is an opportunity to make money again, by the way I am happy to pay for this if that is all it takes.

Please if you can inform me who to speak to in order to obtain:
Official paper of my cancelled flight with Brussels Airlines and Edreams
The invoice of the flights cost which was cancelled

See attached images for reference from the insurance website.

Any help would be much appreciated.

Best regards,

Lily

View 0 more photos
Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review
ComplaintsBoard
R
5:43 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
eDreams has left an official reply on this complaint.

eDreams your worst nightmare!

edreams.co.uk

Monday evening my son believed that he had booked a flight this Friday 21/8/15 with edreams after a google search for 'flights to Amsterdam'. He received an email quoting a total price of £201.23. The email said that his booking was 'pending' and could take 24 hours to confirm. It also stated that 'We wish to inform you that the airline has received your request for a reservation and, for technical reasons, your reservation cannot be confirmed right now'.

The website for edreams stated that confirmation should take 1 hour so he contacted me later that evening and asked me if he should be concerned. It's the first time he's ever booked anything like this online.

Tuesday morning and I checked how long confirmation had taken for myself recently with companies like onthebeach and it was 2 hours. Lunch time arrived and there was still no confirmation so at 12.54 I phoned edreams 0333 number. My son is a student at Southampton University nand is currently on a sponsored placement with an engineering company in Winchester so it's very difficult for him to make phone calls during the day which I did explain to edreams a number of times.

The first 'customer services' rep I spoke to told me that his card had been rejected and was most insistent that we speak to the bank to sort it out. I asked if I could use my card and he said if that was rejected the booking would be cancelled. After a numer of attempts to assure him that my card would not be rejected he put me through to the payments department. They told me that the card had not been rejected and it was just going through the process so we would get the confirmation later in the day.

Approximately 16.00 my son contacts me to tell that he's received an email from edreams telling him that the price has gone up by £39 ! He also tells me that edreams have taken the money (approx £201) out of his account before any ticket has been booked ! At 16.15 I phoned edreams to ask what the hell was going on although they wouldn't speak to me as I wasn't my son so he would have to send them an email authorising this.

My son sent the email and I then phoned back at 16.24 to be told that the email against the booking was not the one I was quoting. I pointed out that I had the emails they'd sent my son in front of me but she was most insistent that the email used for the booking began with maria which made abolutely no sense to any of us. Even though my son had sent them an email authoriising me to speak to them she said she couldn't as I wasn't able to confirm the card used for the booking.

I phoned my son to tell him that he would have to contact them and he phoned edreams. He was told that he wouldn't have to pay any more money and was given a contact number for easyjet to sort out the ticket. I couldn't understand why he was speaking to easyjet when we'd booked the ticket through edreams ? I'd advised him to cancel edreams and book direct with easyjet but edreams told him that it would cost him £20 to cancel which based upon the next section we now believe to be untrue.

He spent 1 hour waiting on the phone and when he eventually spoke to easyjet he was told they knew nothing about his booking and couldnt help him. He phoned edreams once again last night to be told that if he paid the extra £39, which on the last call he'd been told wouldn't happen, he could have his ticket and he'd get it in the next 24 hours.

And surprise surprise this morning he gets an email from edreams telling him the price has gone up by £45 ! Now we're not quite sure if that's 45 on top of the 39 or on top of the original quoted and agreed price. The £39 he had to agree to pay last night still hasn't been taken out of his account yet. I have already earlier this morning sent a complaint to edreams but that was before the latest price increase.

My son didn't want to cancel with edreams as he just wanted to get the ticket booked and move on. He's going to meet his friends and a music festival on Friday in Amsterdam, and also in the last few days of his placement with his company from his first year at University so you can imagine the stress he's going through with this. He's now trying to phone edreams and cancel which I'm sure they'll tell him will cost £20.

Update - my son has just spoken to them (11.25 19/8/15) to cancel and they said they would put him through to someone who could sort out his bank refund. For some unknown reason, and after waiting for quite a while, the phone has gone dead.

Personally, I do everything online and have to say that edreams offer an absolutely appalling service by anyone's standards, the worst I have ever experienced. How this crowd are still trading is totally beyond me.

Please be warned !

Read full review of eDreams and 2 comments
Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review
2 comments
Add a comment
J
J
Jim_C
US
Send a message
Aug 21, 2015 7:38 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Nicole,

Sent you a message a day ago . Did you get it ?

As for your reply there wasn'y any problem with the payment, your payment people told me that. You took my sons money and the booking still wasn't confimed, you had him phoning easyjet waiting for 1 hour to be told they knew nothing about any booking ! Sounds crazy doesn't it ?

Out of courtesy could you confirm that you've received my message from this site and tell me what is happening with my sons refund.

Thanks,
Jim.

A
A
Alin1
US
Send a message
Aug 19, 2015 1:00 pm EDT

Hi, I do have a similar situation with my tickets for 23rd of October 2015. My flight is operated by 2 different airlines. Total amount of money of 156£. I did checked my bank account and they retired only 111£ because my and the departure flight hasn't been confirmed. Today I called them and the price increased by more than 20£. I made several complaints but no one replied to me. I asked my money back and they told me that this is not possible. How can I get my 111£ back so I can book another flight? Can someone guide me where to make a costumer complaint(not on eDreams site)? Thank you very much.

ComplaintsBoard
D
8:00 pm EDT

eDreams unauthorised debit from my account

My Visa debit card was debited the amount of $47:92 without authorisation. I at no time accessed anything from this company. I can only imagine the details were accessed through online bookings of accommodation and airflights in the United states. There was no record on my email of anything being ordered or purchased. I would like my money reimbursed and the company obviously has the details.
can you assist me in accomplishing this.
Denise Williams

Read full review of eDreams
Hide full review
ComplaintsBoard
E
11:57 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

eDreams cancellation of booking and refund not given

I booked a flight on August the 7th 2015 from Toulouse to Vienna departing August 17th 2015.
I used my prepaid currency card to pay.
I recieced an email saying my reservation was pending. I then recieced an email stating the payment wasn't successful and I had to complete a bank transfers. It was a Saturday afternoon when I recieced this email and the bank was closed. Monday 10th August at 9:12am I transfered the money from the account of Hollie Andersen-Higginson (see attached proof of payment)
That afternoon I then emailed the proof of payment and did not receive a conformation.
I then emailed eDreams requesting a conformation to which they informed me by booking had been cancelled.
The telephone number they provided to sort out my issue wasn't valid and another number I found on their website did not answer.
I have sent multiple emails requesting a refund or at least a response. I have not received any correspondence from them since regarding this issue.
I am now out of pocket 132, 74€.
As I am travelling on a budget I need this to be sorted out urgently.

Read full review of eDreams
View 0 more photos
Hide full review
ComplaintsBoard
A
5:24 am EDT

eDreams bad service and a scam

i booked 2 airline tickets on edreams and made a name mistake on the ticket
i called edreams many times they refused to make the change and told me to cancel the ticket and get a refund from the insurance, i cancelled my ticket and booked a new one.
i wrote the insurance and they refused to refund my money
i lost my money on the ticket, hundreds of euros, edreams customer service didn't care, i paid a higher price on the new ticke, t i will not reccommend any of my friend to use edreams.
yours
sigalit tuber booking number:YJQYFT YJQYF9
[protected]

Read full review of eDreams and 3 comments
Hide full review
3 comments
Add a comment
R
R
Rommica
HK
Send a message
May 03, 2017 8:58 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

To be honest, I wont use your online booking anymore...

R
R
Rommica
HK
Send a message
May 03, 2017 5:00 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

I have a bad experience of edream booking flight as well, I request to change the flight and I'm willing to pay for differences costs. However, 5 days now, no call and email from service center. My reference number is [protected], hotline: [protected] (HK)

S
S
Stuart EDreams
US
Send a message
Aug 10, 2015 4:10 am EDT

Dear customer,

Whilst we regret your unpleasant experience and sympathize your personal circumstances, we are able to inform you that unfortunately, in order to modify your ticket eDreams, as any other travel agency, must proceed according the fare rules & conditions imposed by the airline and applied to your ticket. Since the name change was not possible, you were invited to contact the insurance company in order to check if your personal circumstances could be considered as a subject of a refund. We are sorry if that was not the case.

We would recommend you to make your booking well in advance and to double check the data before pushing the purchase button.

One of our agents will contact you ASAP in order to provide you a detailed response to your query.

Kind regards.

Nicole - eDreams

ComplaintsBoard
Y
4:38 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
eDreams has left an official reply on this complaint.

eDreams no ticket email

Hi,

I have booked a flight from BKK to JAX with edreams on 24 Jul 2015.
I received an email saying 'confirmed booking' and the ticket will be in the follow up email.
However, after two days, I never received the second email so I called them.

eDreams agent said my booking is NOT confirm because my credit card decline payment and I would have provide a payment method via phone (credit card accepted although I mentioned I only have one credit card which they just claimed declined their payment request)

I verified this with my credit card company and they said they hold one amount of this edreams.

So, now i'm in the middle, do I have to pay for an unconfirmed booking? since edreams refused to provide any written email that my booking is not confimed.
the only email I have from them is a confirmed booking with no ticket number, obviously, I cannot to the airport with just a booking number!

I suggest you to use other agencies.

Read full review of eDreams
Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review
ComplaintsBoard
M
3:59 am EDT
Verified customer This complaint was posted by a verified customer. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
eDreams has left an official reply on this complaint.

eDreams ticket name wrong spelling

We bought 2 flight tickets through eDreams. OR Thambo to Venice through Ethiad airlines. The name on one of the tickets are wrongly spelled. All info was given correctly through to the company but when we received proofe we realized they made a mistake with the name. We send through several emails and several complaints without any success. According to eDreams we need to buy a new ticket. They are not able to change the name. We've reqeusted to refund both the tickets or to replace the wrong ticket. There only respond is that it's our problem and need to spend an additional R8000 to buy a new ticket. This is daylight robbery and a holiday looking forward and saved for for months started as a nightmare due to eDreams trying to rob innocent people. We have all communication and emails available.

Read full review of eDreams and 3 comments
Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review
3 comments
Add a comment
N
N
Nisrin
US
Send a message
Nov 06, 2015 11:08 pm EST

I bought ticket 4 ticket for me and for my husband and for my daughters and I had mistake with spoiling I am very sad,

D
D
Dee Michael
US
Send a message
Aug 20, 2015 12:02 pm EDT

Im currently going through the same issue. We spelt a name with a one letter spelling error, and even though the airlines agree to change, edreams wont, and continue to insist its the airlines fault. This company should be struck off

A
A
‫סיגלית טובר‬‎
US
Send a message
Aug 09, 2015 5:14 am EDT

same thing happended to me i lost my money because of a simple name mistake on the ticket
i booked a new ticket and never recieved a refund

Sigalit

ComplaintsBoard
E
8:51 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
eDreams has left an official reply on this complaint.

eDreams credit card not refunded

Hi I booked a flight though Sky scanner which the flights were Edreams on the 1st of July costing 907.16 euros. flying from Shannon to Vancouver. I phoned up customer service to cancel my booking and and the lady told me my card would be refunded in 24 hours.. last week i phoned them up and still no sign of my card been refunded. I have also emailed the company directly and still no response .. this service is a disgrace and wondering hw to get my money back! my email address is [protected]@gmail.com

Read full review of eDreams
Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review
ComplaintsBoard
P
4:43 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

eDreams flights

we booked flights with E Dreams in December for a holiday in July.
our return flight was confirmed along with flight number and we also submitted our passport numbers.we arrived at Venice airport for our flights back to the uk we were told that E Dreams had not paid for the tickets and that we could not fly. we were also told that BA had known other occasions when this had happened.
we rushed to another airline and bought tickets for 1157.96E.
I have looked through my records and the money went out of my account on the1st January so we paid for the flights got confirmation and E Dreams did not pay BA for the tickets.
I believe this to be fraud. as yet I haven't received an answer from edreams.
Please can you help?
Paul Corby

Read full review of eDreams
Hide full review
ComplaintsBoard
A
4:36 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
eDreams has left an official reply on this complaint.

eDreams booking mistake/changes/cancelation

Booked 2 flights from Exeter to Alicante and mistakenly put in July instead of August! Tried to just get them to change the month for me or cancel flight so I could re-book correctly and over an hour of being on the hold told of dreams charges of £20each flight" 15mins on hold then told the airline does not refund the taxes on each flight!... Asked for a manager and and having confirmed all this she then informed us it was a NON REFUNDABLE TICKET! F******! Fuming when I inform manager that lady before told us £20ea to cancel she suggests they will have to check call recordings and get back to me in 24hrs with outcome" and I stated I would require copy of recording if we are told differently about the advice given she then says" we can send a copy but this will cost you £10!...
I told her it is my right to have a copy of all evidence which is being used by them and if they deny there offer of cancellation for the said £20ea I will get my solicitor to contact them direct for a copy and proceed to court"... She said she understood and I told her Now you will check the recordings of this call earlier and phone me back within 24hrs to inform me of your findings" yes she replied ok thank you Nitika" please now transfer me direct to flybe customer services" that was 15mins ago and we have just called fly be direct on another land line and we are now talking with them direct"
I hung up on the dreams transfer call and now await there contact but my outrage is bubbling inside as they are monstrous rip off merchants with illicit underhand tactics to fleece you! DO NOT TOUCH WITH A BARGE POLE!
Tony Palmer

Read full review of eDreams
Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review
ComplaintsBoard
M
8:13 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

eDreams airline

I took out cancellation insurance for a flight from bristol to bordeaux, which was without changes. I received a 20h 43minutes journey home, so called to ask for a refund. It seems that british airways is suddenly a low cost airline. Anything to cheat the customer, b nightmares! Disgusted with you. Will never use you again.

Read full review of eDreams
Hide full review
ComplaintsBoard
H
1:40 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

eDreams booking and refunding

I have been so angry and I would use puppy for the word I really want to use in my post.
As a consumer I have never been this puppy indignant. I have booked a round flight from Barcelona to Chengdu on this puppy agency website called "edreams". First I cannot pay on this puppy website even my credit card works everywhere else. And then I received a puppy email telling me the online payment is not successful and I should make a bank transfer to their account and provide the transfer document to them so they can process my booking. I made the puppy transfer to their puppy account and sent the transfer document to the email address they asked me to send on 28/May/2015. Nobody ever puppy replied. Several days later I called the service and I were told the price has increased to 1000 euros and whether I want to continue booking or refund. Obviously I wanted refund. The agent sent me email to fill my account information which I did. On 04/June/2015 I received email telling me they are processing my refund and I was told I would receive my puppy refund in 10 working days, by the way, this is the first time I ever receive an email reply from this puppy company. And now three weeks have past, still no money on my puppy account. Besides, it seems they never reply the email forcing you to call their puppy service costing 1.53 pound per minute. I have googled the puppy company and I am not the only victim. How this puppy company could run for years is beyond my imagination. Now I only want my puppy money back but it looks more realistic praying for world peace. This puppy company is puppy horrible!
Just post this complaint to warning people never use this puppy company ever again, trusting this puppy company is at least one of the most regretful decision I have ever made in my puppy life. edreams is enightmare! If I know where their puppy office is, I swear to Lucifer I would go to make a puppy mess!

Read full review of eDreams and 1 comment
Hide full review
1 comment
Add a comment
Opodo
Opodo
ES
Send a message
Jul 07, 2015 6:00 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Dear HenryHwang,

We are very sorry you have had that puppy experience :)

We would kindly remind you that you can find the relevant information on how our company works, the alternative channels for contacting us and our head office address published in read and accepted while booking eDreams term&conditions as in a FAQ section of our official web site.
Being a global company we run some random checks in order to ensure our customers a secure shopping on-line. Unfortunately, the system assigned a bank transfer as a unique form of payment for your booking request. As known, the fare changes constantly and we are unable to ensure the ticket cost would not change to the time funds are reflected on our account.
Please provide us your booking reference replying a private message we sent you, so that we can look into and advice on status of the recovery bank transfer.

Warm regards,

Nicole
eDreams - Customer Care team.

ComplaintsBoard
K
9:52 am EDT

eDreams baggage

A friend and I recently purchased two return ticket from edreams.co.uk from Icheon (ICN) to Hong Kong (HKG) travelling on 28/09/15 – 14/10/15 and the other travelling on 08/10/15 – 14/10/15. Throughout the whole booking process it stated that there was 1 piece of baggage included for free each way in ticket fare, as shown below in screen shot. There was NO OPTION to purchase luggage and because the website had stated that baggage was included we decided to go ahead and book with edreams.co.uk.

When we eventually got ticket confirmation after purchasing, luggage was not shown so we therefore rang up customer services and spoke to a member of staff called Jasmeet (who would not give me his surname as that was all the information he could give me apparently) He was very unhelpful.
Jasmeet went on to tell me that there was no luggage included for the flight that we had booked. When I questioned him why it was stated on the website that there was 1 piece of baggage included for free each way in ticket fare, he insisted on saying it was not the case in a patronising manor as if I had conjured the whole thing up.
When I asked him why then does it state there is luggage when he was telling me there was no luggage he could not give me an explanation other than to insist that was what I had booked. By this point I was beyond frustrated and asked him what the procedures were for cancellation of these tickets, in which he replied by saying he is not trained to deal with cancellations but just bookings. This is a booking am I not right? I merely asked what the cancellation procedures were yet he was proving to be extremely unhelpful.
I then asked to speak to his manager as I was not getting anywhere with him. She eventually told me that there was no luggage booked for our flights and that only hand luggage was provided. She then told me that I would have to call the airline direct to book luggage and the price. I am extremely angry that edreams would deceive its customers in this way by not stating what luggage is provided.
As there was no option to buy luggage or information which directs you to how you are able to obtain luggage then you expect it to be included. Otherwise there should be some form of written text explaining this before you are about to book but there was nothing.
Had I not called to question the luggage allowance we would have arrived with at least a 20kg suitcase at Icheon (ICN) airport and incurred heavier costs for having to purchase luggage at the counter.
We are now being told to call up Hong Kong at our own expense to buy luggage at an additional cost. The additional expenses we will now incur include luggage costs ($500+ hkd), international call costs and exchange rate currency costs to add to the stress of this ordeal.
Had this been the case and had it been stated clearly that these were the extra costs involved of buying a ticket with edreams, then we would have booked direct with the airline itself. We would not have used edreams.co.uk. What we have paid now for no luggage is the same price as what we could have paid for 20kgs included if we booked directly with the airline itself!
I am seriously frustrated and angry with how we have been treated. This experience should have been reasonably straight forward but has actually turned into an ordeal. I think it is extremely foolish and irresponsible for edreams to deceive people like this and will not be using this website again. I will be telling any friends and family to do the same. This website is not to be trusted!

Read full review of eDreams and 1 comment
Hide full review
1 comment
Add a comment
Opodo
Opodo
ES
Send a message
Jun 03, 2015 4:22 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Dear K.T2,

Thanks for your post and for bringing this matter to our attention.

We regret the inconveniences the booking process on-line might have blessed you. Being an on-line travel agency, we are fully aware that errors happen from time to time however, there is nothing to worry about. Please note that our help line staff does not deal with complaints. You can find a customer complaint form available on our official web site. We have a well-equipped team of agents ready to help you if you have any doubts or questions. Normally, it takes 5-7 days for a response after the complaint form is correctly submitted.

In order to assist you, we would kindly ask to respond a private message we have sent you indicating your booking reference, so that based on the information received, we can look into your case and advise accordantly.

Warm regards,

Nicole
eDreams - Customer Care team

eDreams Reviews 0

Looks like eDreams has no reviews yet.
Write a review
Subscribe to receive notifications of all new customer feedback

About eDreams

Screenshot eDreams
eDreams is a leading online travel agency that offers a wide range of travel services to customers all over the world. The company was founded in 1999 and has since grown to become one of the largest online travel agencies in Europe. With a presence in over 40 countries, eDreams offers its customers access to a vast network of flights, hotels, car rentals, and travel packages.

One of the key features of eDreams is its user-friendly website, which allows customers to easily search and book their travel arrangements. The website is designed to be intuitive and easy to navigate, with a simple search bar that allows customers to quickly find the flights, hotels, or rental cars they need. The website also offers a range of filters and sorting options, allowing customers to refine their search results based on their preferences.

In addition to its website, eDreams also offers a mobile app that allows customers to book their travel arrangements on the go. The app is available for both iOS and Android devices and offers all the same features as the website, including the ability to search for flights, hotels, and rental cars, as well as book travel packages.

One of the key advantages of using eDreams is its competitive pricing. The company works with a wide range of travel providers to offer customers the best possible prices on their travel arrangements. In addition, eDreams offers a price match guarantee, which means that if a customer finds a lower price for the same travel arrangements elsewhere, eDreams will match the price.

Overall, eDreams is a reliable and convenient online travel agency that offers a wide range of travel services at competitive prices. With its user-friendly website and mobile app, customers can easily search and book their travel arrangements from anywhere in the world.
How to file a complaint about eDreams?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account. If you do not have an account, please register by providing the necessary details to create one.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with eDreams. Make it specific and clear, such as "eDreams Refund Not Processed" or "Overcharged by eDreams for Flight Booking".

4. Detailing the experience: In the complaint description, provide a detailed account of your experience with eDreams. Mention the service you used, such as flight booking, hotel reservation, or car rental. Describe the nature of the problem, including dates, locations, and any specific details of the transaction. If you attempted to resolve the issue with eDreams, include the steps you took and the company's response. Clearly articulate how the issue has personally affected you, such as financial loss, stress, or disruption of travel plans.

5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as receipts, confirmation emails, or correspondence with eDreams. Be cautious not to include sensitive personal information that could compromise your privacy.

6. Filing optional fields: Use the 'Claimed Loss' field to quantify any financial losses you have incurred due to the issue with eDreams. In the 'Desired Outcome' field, specify what resolution you are seeking, whether it is a refund, compensation, or another form of resolution.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that all the information provided is correct and that your desired outcome is reasonable and clearly stated.

8. Submission process: After reviewing your complaint, click the 'Submit' button to officially file your complaint on ComplaintsBoard.com.

9. Post-Submission Actions: After submitting your complaint, regularly check your account on ComplaintsBoard.com for any responses or updates. Engage with any follow-up questions or requests for additional information to help resolve your complaint.

Overview of eDreams complaint handling

eDreams reviews first appeared on Complaints Board on Nov 30, 2008. The latest review Unacceptable deceptive practices by eDreams – charges without consent from a publicly known company!" was posted on Nov 26, 2024. The latest complaint Cannot issue invoice after multiple requests via web and mobile apps was resolved on Jun 02, 2023. eDreams has an average consumer rating of 2 stars from 8819 reviews. eDreams has resolved 406 complaints.
Ratings on other review websites
Trustpilot
Trustpilot
4.4
323030 reviews
Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service
  1. eDreams Contacts

  2. eDreams phone numbers
    +1 (800) 200-6296
    +1 (800) 200-6296
    Click up if you have successfully reached eDreams by calling +1 (800) 200-6296 phone number 18 18 users reported that they have successfully reached eDreams by calling +1 (800) 200-6296 phone number Click down if you have unsuccessfully reached eDreams by calling +1 (800) 200-6296 phone number 29 29 users reported that they have UNsuccessfully reached eDreams by calling +1 (800) 200-6296 phone number
    India
    +1 (844) 539-6719
    +1 (844) 539-6719
    Click up if you have successfully reached eDreams by calling +1 (844) 539-6719 phone number 7 7 users reported that they have successfully reached eDreams by calling +1 (844) 539-6719 phone number Click down if you have unsuccessfully reached eDreams by calling +1 (844) 539-6719 phone number 17 17 users reported that they have UNsuccessfully reached eDreams by calling +1 (844) 539-6719 phone number
    United States
    +1 (438) 800-3526
    +1 (438) 800-3526
    Click up if you have successfully reached eDreams by calling +1 (438) 800-3526 phone number 1 1 users reported that they have successfully reached eDreams by calling +1 (438) 800-3526 phone number Click down if you have unsuccessfully reached eDreams by calling +1 (438) 800-3526 phone number 2 2 users reported that they have UNsuccessfully reached eDreams by calling +1 (438) 800-3526 phone number
    Canada
    More phone numbers
  3. eDreams emails
  4. eDreams address
    1º 5 Calle del Conde de Peñalver, Madrid, Spain
  5. eDreams social media
  6. Janet
    Checked and verified by Janet This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Dec 03, 2024
  7. View all eDreams contacts

Our Commitment

We stand for unbiased reviews

We make sure all complaints and reviews are from real people sharing genuine experiences.

We help resolving issues

We offer easy tools for businesses and reviewers to solve issues together. Learn how it works.

We advocate freedom of speech

We support and promote the right for reviewers to express their opinions and ideas freely without censorship or restrictions, as long as it's respectful and within our Terms and Conditions, of course ;)

We ensure transparent and fair ratings

Our rating system is open and honest, ensuring unbiased evaluations for all businesses on the platform. Learn more.

We care about your privacy

Personal details of reviewers are strictly confidential and hidden from everyone.

We are easy, free and open to everyone

Our website is designed to be user-friendly, accessible, and absolutely free for everyone to use.