eDreams
Reviews and Complaints

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.

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.

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

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!

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

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

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

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 !

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

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.

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]

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.

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.

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

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

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

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.

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!

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!

I read all the fine print before I bought a ticket to Santiago, Chile (a major purchase! It's a long way from NY), and now this company isn't honoring its own cancellation policy. Only after I tried to cancel did they inform me that the ticket was "non-refundable, " and told me I could cancel and get back about $40 of the $838 I paid. Here's what they said:

"Your eDreams booking reference number: [protected]
Thank you for your recent enquiry regarding the cancellation of your reservation.
The flight ticket you have purchased is a non-refundable ticket as per the terms and conditions displayed or advised at the time of booking . . . . You are entitled to claim a refund of your airport taxes to the value of GBP 25.66 (USD 40 as per today's conversion rate)."

This just isn't true! Nowhere did it say the flight was non-refundable when I bought it! This feels like such a scam--they're just tricking people into handing over their money, especially by selling a "premium service" to make it easier to cancel flights that then turn out to be "non-refundable."