eDreams
Reviews and Complaints

Edreams provided for a very, very bad experience - not to be recommended, unless you wish to lose quite a lot of money in vain...

When booking a return flight (Brussels - Helsinki - Brussels) the total price for three persons was for the whole time of the booking about 680 EUR. But my wife, who did the reservation, did not notice that in the conditions there was a mention that "service fee" was not included in the price. This is understandable, especially as at no stage there was any information on the total price before the payment.
The total price, charged from a credit card, was 782 EUR, about 100 EUR more than informed! This was because of "service fee".
Edreams customer service informed us that we can, of course, cancel the reservation, but the service fee would not be refunded.

This is a most disgusting case of selling flight tickets online which we have ever encountered. Absolutely never again and I recommend everyone to stay far, far away from Edreams.

Hello. Yesterday I tried booking a flight from Italy to Romania using eDreams. First of all, after I clicked "Purchase" the price all of a sudden went up and I got a message saying that the airline added €44 for some kind of tax. Also I received an email saying that the booking is unconfirmed and that €20 have been withdrawn from my account in order to maintain the booking. I tried emailing the eDreams client support and they told me that my card has been rejected by the bank and that I have to first contact the bank and then I have to call the eDreams call center to complete the booking. Now, the fact is that I used a prepaid PayPal card, so there is no bank to contact! Also, how is it possible that they took money from it if, apparently, the card was rejected? Furthermore, I was never asked to make a prepayment so I never agreed to that. I sent them emails, but they keep saying the same thing. I do not know what to do. I know it is only €20, but still I do not like scams.

Have jus got an email supposedly from edreams in spain, they sent me an invoice not very specific where I have an amount due..
This amount is for an holiday to newquay in august 8 th, it didn't specify the departure place only says to newquay.

I have never booked anything to newquay, actually I live only 20 miles from newquay and I drive myself there when I want to go there!
How did they get hold of my adress and identity? Has my identity been stolen? Is this a scam? After reading so many complaints about edreams I would advice everybody not to book anything at all with them. (Better safe than sorry! Isn't it? I won't attach the invoice because my name and address are in it.

On Monday 18th November 2013, I booked tickets for my family and me to travel from Oslo to Bergen (Travel date 19/12/2013) through eDreams. Booking reference 77SSGM.
I immediately realised that the airport was Oslo Sandefjord-Torp and not Oslo-Gardermoen. As advised in the mail from eDreams, I contacted Norwegian airlines directly using the number provided and successfully changed the booking to fly from Oslo-Gardermoen to Bergen and paid the difference.
On return from my travel I noted in my credit card statement that eDreams has charged me the full amount for the flight that was cancelled contrary to what you have stated in changes and cancellations.
As advised by Norwegian I have written to eDreams and received a reply from Maria Feliu, Customer Service simply stating that
"As indicated in our previous email your booking was correctly confirmed".
She asked for more evidence about the cancellation. I did contact Norwegian Airlines again and received this reply, which I have attached so that it can be verified:
(NorwRef:4448696) Confirmation
Inbox
[protected]@norwegian.com
11:42 AM (5 hours ago)
to me
English
Cebuano

Translate message
Turn off for: English
[protected]:16:39: Ausra Grabliauskaite

[protected]:16:39: Ausra Grabliauskaite

Good afternoon,
Norwegian confirms that the booking with ref. 77SSGM has been cancelled
free of charge. The card 370052xxxxx3802 has never been charged for this
ticket.

Med vennlig hilsen/Best Regards,
Ausra
Refund Department
Phone: +[protected]/815 21 815
Web: norwegian.com
Follow_us_on_Facebook

The policy on cancellations and changes states that
"The Airline will charge your credit card for the amount of the ticket(s). eDreams will only charge your credit card the amount that corresponds to the service fee"
I had to send many reminders before I heard from the customer services team. Even after I submitted all the evidence I did not hear from them.
How is it justified, charging my credit card the full amount when the airline has stated that the
cancellation was done free of charge?.
Thanks
V Suresh

i need to change the return date of my flight but they won't help me. They gave me the number of their call center but the number they gave is not working. i tried contacting them again via email but they told me to try again but number didn't work again. I'm getting tired of this. Why wont they just freaking call the call center themselves or give us a number that will actually work! we're really desperate here.

On July 11th I arrived at Krakow airport at 5am and I was advised that my flight to Amsterdam had been cancelled and rescheduled for the next day. Please note that at no time prior to this was I advised of the change of flight, either by Edreams who booked the flight on my behalf or by the Airline Eurolot. As I had a connecting international flight from Amsterdam to Sydney that could not be changed, this rescheduled flight was unsuitable.

I contacted the both Edreams and Eurolot. Both companies were extremely rude, refused to help, blamed each other for not notifying me and Edreams put me on hold halfway through the conversation until all my phone credit ran out. I was then forced to pay over $900AUD with another airline for what was originally a $100.

I contacted Edreams and Eurolot when I got home and they refused to take responsibility or provide compensation. They said the flight was cancelled due to "technical difficulties". They refused to provide more information, saying that I had to contact the Eurolot who still won't respond to me. As such my insurance will not cover this. Edreams said that I would be refunded the cost of my original flight, but its some months later and this still has not happened. Edreams also said they had notified me by email of the flight change, even though earlier they had said they didn't, but again after several requests, they never supplied any proof of notification. Edreams is currently not responding to any of my emails. I have also called them but this was not helpful either.

I had bought an airplane ticket online from Sg.Edreams.com and a card was offered as a way to get a $20 rebate, which has never been received. All you had to do was to pay a $1 fee for the service and you can cancel at any time within 30 days. I called and cancelled this subscription within the 30 days, and two months later was billed for $16.99.

I used e dreams to book a Singapore airline flight from Barcelona to Sydney. However only 1 month before my flight they sent me an e mail stating that there had been a time change on my flight and there were no longer any afternoon flights. I later found out from Singapore airlines that this flight change had been known by e dreams for over 8 months (even before I bought the ticket) and still, they refused to help me and would only help change my flight for ridiculous sums of money. One of their representatives even pretended that she couldn´t hear me on the phone any more. Absolutely pathetic. This company should be ashamed of itself.

My flight confirmed by Edreams was not covered by flight cancellation insurance
Edreams confirmed a flight with me but did not confirm anything with the airlines involved.
I have good reason to believe that I have been defrauded by eDreams. How do I claim my entitlements and ensure that unscrupulous on-line booking agents do not mislead me or others. It is also in the interest of the industry and the travelling public that the directors of fraudulent on-line booking companies are identified and prevented from trading in the future.

My four flights were first "confirmed pending payment.” PayPal immediately confirmed payment. After five days and various queries on my part, I was informed that eDreams had not arranged the flights with the airlines involved to begin with. This was contrary to the message they provided; “your reservation is confirmed.”

At the time of booking, I also paid eDreams for flight cancellation insurance.
The insurer, ACE European Group later stated -"the policy subscribed does not cover the payment of this type of claim. Please, send your claim directly to eDreams."
In my correspondence with EDreams, I highlighted how the same flights continued to be available on the company’s website. I also suggested alternative flights that would have cost fractionally more than the original. This was ignored. I was simply refunded, three days before the first of the three flights was scheduled to depart.
I ask for your help, as I need to have faith in on-line booking agents.

After buying a ticket from Luxembourg to Koh Samui on Edreams' french site and receiving both mail of confirmation of reservation and e-Ticket, I am refused boarding at the airport the next afternoon because the ticket is in their name (Edreams) instead of mine. Only solution is that they change the customer name (from Edreams to mine) before departure. I try to reach them on the international call center (as I am in Luxembourg and made my reservation on the french site) to no avail, I even got their sales dpt at a certain point and explained the urgency of the problem and that I could not get through to their customer service, they hung up on me ! When I finally did get through to the right dpt, it was 15 minutes before check-in was closing, Edreams was aware of this and still put me on hold for 10 minutes to finally say to me they could not help, that I should go to the Air France counter and ask them to change their name into mine ! There is no Air France counter at the departure hall of Luxembourg and they were keeping the check-in counter for my flight open just for me (Luxembourg is a very small airport and everyone was "living" my nightmare with me, employees checking continuously their computer waiting for the passenger name to change from Edreams to mine) !
I watched the check-in counter close, my luggage still on the belt and the customer service of Edreams having hung-up on me again (seems to be the company policy when they can't or won't help) !
So I get home (from Luxembourg to France), try to reach them again for hours (without success). in the meantime, I go on their site to check if there are any availabilities for a departure the next day, same flight at same time still has availabilities and I try to mock a reservation by going directly to reservations without filling in my personal details, surprise, I get an error message saying someone else already has this booking at this name (Edreams), would I like to pursue the reservation or make another one !? Meaning, there's either a "glitch" in their computer system or there's another poor soul who's going to be in the same situation as me the next day !
Next morning I try contacting them again, after another 20 min of waiting, the lady tells me it is all my fault, I should have informed them of the error (how am I supposed to know that "traveller = client of Edreams" was an error and I did try to inform them from the airport at every number available to me). Anyway, I also tried to tell her that, per their Internet site the previous evening, there was probably another unfortunate person in the same situation as me on that same day (even if I've lost everything, ticket, hotel reservations and simply my 2 weeks of holidays, might as well prevent it from happening to somebody else), she couldn't care less, didn't even listen and (again) hung up on me !
The cherry on the cake was receiving a mail from customer service saying that following my request on their help line, they had cancelled my reservation (? I didn't cancel anything, I explained I was refused at check-in at the airport because the e-ticket they issued me was in their name instead of mine and asking them what they were going to do to correct their mistake ) !
Last but not least, the 48 euros insurance I took when booking my ticket (the "total package") seems to have been "cancelled" at the same time as they "cancelled" my reservation and, off course, I've had no answer to my mails on this matter !
All in all, I am disgusted, disgusted to realize (now that I've searched a bit on the web) it is evident that Edreams has been cheating a lot of people out of their money in numerous ways for a long time without any kind of lawful action to restrict them from doing so, disgusted that, again, big corporations get away with 1000 times what a common person could not (let me try to sell you a washing machine that you pay for and once you get home it doesn't work and your being told that you should have informed them you wanted to use it at home because on your bill it states as customer the name of the shop and their address and not yours so the machine only works in their shop) ! And off course disgusted that I have not only lost 1000 euros I had saved for the plane ticket of what was to be "my wonderful holiday of the year", I have also lost my hotel reservation and 2 weeks of holiday (can't afford to book anything else)...! Thank you E-Dreams (which from now on will be called "E-Nightmares"). Should anyone know of any "joint-lawsuit" against them, or even a simple lawsuit, I will gladly join or help. Any advise is also most welcome to help me get my money back !
Thank you all for taking the time to read this, kind regards, Genevieve.

On the 16.1.2013 I purchased 3 airline tickets through eDreams (travel agency). I found this agency through Google
I have inserted the preferred departure and return dates being the 18th
June - 25th July It then opened a new window and I got the pricing for the preferred 3 fares which suited me just fine. I
went ahead and made the booking online, with my Master Card, processing to next steps as you do for Credit card payments. I was quite happy with the purchase and received an online itinerary .A few days later, on the 23.01.2013 when i sat down to
make further accommodation arrangements as per the itinerary, I realised an unforseen error only to find out that there was a mistake on the itinerary. The Departure city on the Itinerary is indeed Sydney, but unfortunately Sydney in Canada
and not Sydney in Australia. I am still baffed as to why Sydney in Canada has been picked as I entered Sydney into the search engine, and it populated automatically as the website was (http://au.edreams.com/) for Australia... Immediately upon noticing the error I have called eDreams customer service on phone number [protected] which was provided on their Australian website for Australian customers. This number unfortunately is not an operating number and it does not work, I was left with
no other option but to ring their International number which is +[protected] and managed to get thru to a number of people. After numerous attempts to get this issue resolved and being on the phone for over 45+ minutes I had been promised that
someone is going to look into this and will return my call with a few outcomes. It has now been 4 weeks and I haven't heard from anyone with regards to what is going on so I hade to call them few more times and finally got hold of one of their representative who advised me that they can’t do anything about it because I can not cancel on make nay changes to my ticket and fair trading in Australia is not getting involved because it’s international based company. However I don’t understand why they not willing to cancel it when I have advised them soon as I booked these tickets within a week and because of they website misleading information I ended up with bill of $3791.82.

I have also attached back up paperwork of my case

Should you have any questions, please contact my on my email address [protected]@hotmail.com

I bought two tickets with eDreams before 8 days. After Confirmation this appeared "Problem with your credit card occurred. We will check and bla-bla" Next day the payment was processed according to my bank account. eDreams sent me an email with confirmation and reservation code but no E-Ticket yet. No response from eDreams. I sent email to ALL of their emails for customer service. My flight is on 7 April and I don't know if I should wait more or to buy directly from the airline. I will provide all conversation info.

01/03/2013 - 10:51
Hello eDreams!
Yesterday (28.02.2013) I bought two tickets Istanbul-Aqaba with return. No eTicket to my email at this moment. Could you check please? This is the same email I fill in the form. [protected]@abv.bg

Wish you best!
Adrian Atanasov

March 1 12:03:50 EET
Dear Customer,

Thank you for contacting eDreams.

In reply to your E-Mail we would like to inform you that it can take up to 24 hours to confirm your booking. If you haven't received the E-Tickets after 24 hours, we kindly ask you to contact us again.

Best regards
Roger Wolf

March 3 09:39:57 EET
Hello, eDreams!
48 hours since my reservation was made and no eTicket for now.
Reservation number: ******

Adrian Atanasov

March Март 8 15:54:45 EET
Hello, I haven't received the E-tickets yet. Much more than 24 hours left. Should I be worried?
in Turkish Airlines: RESERVATION CODE: *****

Adrian Atanasov

made the mistake of purchasing a Air Dolomiti/lufthansa ticket through edreams. I made the mistake of purchasing the ticket when the edreams ticket process suspiciously didnt have a query about luggage limits/purchases. So when i got the itinerary I was shocked to see 0kg allocated. I have tried to contact edreams on January 20, and only receieved a response on 7 Feb!

this was their response-

Dear customer
You will have to contact directly the airline in order to include more suitcases to check in on the reservation.

Thank you for contacting us
Att:
eDreams
No valid explanation or advice on who to contact! Anyhow, I have tried sorting this out with Lufthansa and Air Dolomiti who both insist that I have to change the ticket through edreams as they issued the ticket- i have realised that air lines and agents have zero concern for their customers (the worst and most unhelpful responses being from EDreams) I do not recommend ANYONE TO BUY THROUGH EDREAMS. This experience has been really stressful and expensive (as i have had to make international calls to Italy, and Germany).

I have given up on getting any help from edreams- I think they just cant be bothered doing the job they were paid to do.

On January 21 at 6pm I purchased a flight through Edreams a company that falsely advertises 80% reduction of flights. This company is a not based in NYC and its form of customer support is provided ONLY Vbia phone with limited hours during the week. The last call is usually at 5pm Monday through Friday. Furthermore the times displayed for flight are in military time which caused me to inadvertently book an erroneous return time for my fathers flight. Due to the fact that my booking was not done prior to 5 o'clock I couldn't contact the company immidiately to advise them of the adversaries that would cost my father to travel back to the USA at 5am. However, I did some researche and obtained and email address where I wrote to and requested assistance, yet no response was ever furnished to me. I then, followed up with a call and the representative was rude, insensitive and refuse to change my fathers return flight regardless of my explanation of his health conditions. She insisted that I pay the company a 50 dollar fee aside from a 100 dollar fee to change the flight thus making their advertising fully untrue.

yesterday i have booked a flight in the morning at 8 25 this was a flight tarom operated by alitalia airline.i arrived at fiumicino airport and i haven t found my flight on the screen went to the alitalia info point and told me my flight was cancelled, no email no notice anything and on both sites edreams and tarom the flight was on time .absolutelly useless.at the end i had to change my flight with another one in the late afyernoon.i am absolutelly dissapointed because i m going to see my mum whos very ill and i just pray god i get to see her alive.anyway ever book ereams ir tarom absolutelly useless.

I have made an reservation with edreams, nr 8KTNXO. I have an email with confirmation, but there is a checking problem with the master card. The next day I receive an SMS and email that the flights are confirmed. Due to my work I have to cancel this flights and contacted the call-office in 24 hrs. They said, we have already your money and it can be cancelled, only with penalty fee, takes 4-6 weeks for refund! I call Master Card and the amount is just approved, not taken from my card yet. They suggested to call back edreams and ask if they can send a fax to [protected] to undue the booking, that is a normal action. Edreams only say, no Mme, we have your money and no bank has to tell me what to do. Please, help! Kind regards, Carla Aerts

I tried to book air ticket from Istanbul to Vienna.
eDreams offered lowerst price but after I filled in all my personol flight data I saw the following "The Airline notified us of a change in the prices for your flight during the reservation procedure. The difference is € 68.00 for the entire booking."
eDreams wasted my time and provided lie and fraud

Tried to book flights Baku-Aberdeen, return London-Baku on Azeri Airlines on 17.09.2012. Received eMail that credit card details incorrect and required to eMail copy of card. Received 8 emails that information not sufficient and booking NOT completed. After 3 days trying emails and phone numbers which did not function cancelled all dealings and sent another eMail forbidding them to use my credit card. Our current statement shows a deduction on 17th of Sept. although the company sent eMail on 20th saying credit transaction not successful. A subsequent spam mail has a confirmed booking which I did not receive on date it is supposed to be sent. Have booked direct with Airline in meantime.No reply to all our eMails and have booked direct with airline in London. Now have 2 single tickets on same flight and eDreams will not respond to our mails.

Dear All,
I am writing to add to the long list of complaints again the online travel website eDreams.

I recently booked a flight with them and a payment issue was immediately flagged. Although they confirmed my reservation they said my booking was not finalized and informed me that I would be contacted when the issue was addressed. They only contacted me two days later to ask for more information, no mention of the payment issue or booking confirmation.

Upon researching EDreams, I have discovered a shockingly large number of complaints and accusations of fraud ranging from double charging and un-booked flights despite confirmed reservations, to unscrupulous requests for private information and appalling customer service. Additionally when I called to cancel my booking using the number stated on my reservation confirmation, I was connected to a phone sex line rather than eDreams.

Fortunately I was able to block my credit card before they charged me. It is such a shame that this company has managed to avoid persecution by hiding behind its multi-national system and extremely poor customer service.

Despite the cheap prices, I strongly advise to avoid this website at all costs.

On 28/09/2012 using the flight search engine Edreams I bought 3 Etickets for my family from http://www.edreams.com/ site for a return trip from Europe to United States. The Etickets covered 4 flights operated by United Airlines and Brussels Airlines. A few hours later on the same day I saw that I had made a mistake on all 3 Etickets by writing the first name instead of the last name and vice versa. I immediately sent an email to the company Edreams describing the situation and requested correction. This error description and request was repeated also in a phone call. In the following hours and days Edreams kept saying it is up to the operating airline to modify the ticket. I personally spoke to United Airlines employees at the airport. They declared clearly that the 3 Etickets cannot be used for boarding due to security regulations. They also with good will tried to modify the Etickets in vain. According to United Airlines the company Edreams sold the tickets and has control and responsibility on the tickets. I have passed this information to Edreams by email and by phone. The answer is “Cancel tickets and buy new ones”. Yes the solution is simple do not use the tickets (they can not be used anyway) pay thousands of Euros and buy new tickets. I wonder how this company Edreams stays in business.
Reader of this forum do not use this site called Edreams.