eDreams
Reviews and Complaints

Booked a return flight through edreams, the booking was 'pending' so it still wasn't processed. During the 'pending' stage I phoned the CS line to cancel the booking and make sure it wouldn't be approved. The person on the line said that it was cancelled and wouldn't be confirmed, and the money wouldn't get out of my account (I specifically ask about that).

30 minutes later I receive an email telling me the booking was confirmed! That was the first problem ; customer service not doing what I had requested them to do although they told me they had.

2nd problem: As soon as I got the confirmation email I went on the Live Chat to talk to customer service again and ask them what happened and if they could please cancel my unwanted booking. They said that they had cancelled it, and although the money had come out of my account, it would be refunded in a few working days.

I even got an email confirming that the money would reach my bank account in the next 5-10 working days.

That was not refunded in the time that they advised, so I called them, and they initially told me that it was just a problem with the system, but they had sent the money now, and advised me to wait a few days more.

Which I did.

Needless to say, the refund was still not coming, so for about 2 months I called them every two weeks and was told a number of different reasons for my refund not arriving.

Every time they would advise me that the refund should be processed in the next weeks and I should call them back in two weeks if I still didn't have it (although they would say every time "you probably won't need to because the money will be there soon")

Now it's been 3 months, I grew tired of spending an hour on the phone every two weeks to get told an other b* reason, so I decided to reach out on twitter (I noticed they are quite reactive on twitter).

They keep sending me a copy and paste of the same message, telling me that I will receive an email soon and they have sent my query to higher management.

Still no sign of the refund or of any email from "higher management".

I've traveled from Tbilisi Georgia to Tel Aviv Israel on 23 Apr 2023 and returning on 28 Apr 2023. For almost a month now i'm trying to receive my Invoice and i've already filed a request multiple times through the website & asked agents to send me one.

In the first time i've talked with an agent, he told me that i'll receive my invoice within 24 hours. (Which happened more than 3 weeks ago).

In the second time (Which was on May 9), the agent told me they had some sort of malfunction and that receiving an invoice should take up to 72 hours. They said that they're sorry and that anything can't be done at the moment since they have issues with the system

Now, a week has passed by and i hear the same thing from them. I need to wait again 48h-72h before i'll receive my invoice (if i'll receive one) and that there's nothing that can be done.

Customer support i awful, not helpful, hard to reach.

So here i am, after almost a month without an invoice and mostly sure what eDreams service is and what precautions i should take in the future.

I used the edreams facility to freeze the price on a flight from Thessaloniki to Helsinki. This involved paying dreams 10% of the price i.e. 35.67 Euro.

Then an email verifying the action came with instructions on how to redeem the flight within 7 days. All tries I made following the instructions to do so are unsuccessful as the flight is not appearing in my trip in the edreams app.

I have contacted the help desk and through the chat facility but with no luck!

Afraid I'm gonna lose my money!

I have been struggling to get an invoice from eDreams for over 5 days. Their website is broken, requesting an invoice results in an error message "Oops, something went wrong...". I then tried their automated online chat support which told me an invoice had been requested and would arrive in 24 hours. Nothing came. Next I contacted a support agent that faithfully told me that an invoice would be sent in 72 hours. 72 hours later and still my inbox was empty.

Desperately needing an invoice, I then tried the app. The app told me that an invoice had been successfully requested and would arrive in 24 hours. Once again, nothing arrived. I have just contacted support yet again and been told that all the problems are fixed and that an invoice will arrive in 72 hours. The problems are clearly not fixed as the website still gives the same error message and I have zero confidence that an invoice will arrive. They have created an internal ticket 10705921which may help a representative when responding to this complaint.

eDreams clearly have significant technical problems. As an online business, such processes should be fully automated. It may be the case that there is a problem that is specific to my booking, in which case support should be educated to escalate to an engineer, but it appears that their outsourced customer service staff are only capable of following documented procedures. If they cannot perform such a simple task of issuing an invoice, I hate to imagine how they would respond to a more significant problem regarding a booking itinerary.

Hello. My daughter booked flights in March when my mother died and we needed to get home asap. My daughter is 15 and used my phone and email address to book as I was in a mess with grief. She has somehow signed up to a subscription which of course we did not want.

Of course we we did not cancel this after 30 days, you have charged us a yearly subscription fee! We do not want to be subscribed and didn’t even know we were. You cannot call anyone about this as it’s all online and what’s disgusting is that you can’t even cancel online as the screen won’t actually allow you to see the cancel button.

Pleas cancel my subscription and refund my money asap. It’s outrageous that you think it’s ok to just take peoples money with a coat of living crisis going on!

Let me know when this is done otherwise o will escalate the matter asap.

Dear E-dreams

I am deeply concerned about your services as I have faced a problem with my flights.

I was booking a flight, from Maputo to Melbourne of which I looked for two layovers, one Thailand (on Departure) and another in Singapore (on return) for at least 12 hours each, however there was a problem with your system which made me lose the first flight I was aiming for.

Furthermore today, I found flights that were not as good but would do for at least a layover of which I was interested in Singapore.

When I proceeded to pay for the flight, there seemed to be an error processing the information, and that I needed to make another payment, however, after that I was surprised with debits on my card which were in smaller amounts to what was to be debited even though the message that came through was that there was a problem.

Worst in fact is that we had to block the card to avoid that and we recieved information from the bank that E-dreams from different locations had made the debits, but we did not get any e-mailed information from you regarding the tickets after the payment, or the debits.

We are starting to doubt the quality of your service, and would like to know what can be done to solve our issue.

Dear Sirs,

we booked flight from Athens to Santorini and back through your e-dreams platform, booking reference is [protected] for two passengers, names: M.M. and I. M, and it included 2x Hand luggage per passenger in the price. When we came to boarding, Aegean staff marked us as OA-LIGHT (which means hand luggage not included) and we paid 40 EUR per passenger at the boarding gate, total 80 EUR.

Best regards,

On the 04th may 2023, an amount of euro 54.99 was deducted from my credit card, I have to the best of my knowledge never agreed to this. I don't know how edreams obtained my credit card details in the first place, I have been in contact with my bankers permanent tsb, they have advised I try and make contact with edreams, I have tried calling and sent thru complaints on your website, to date I have received no answer

edreams misrepresents ticket categories making customer believe they are purchasing a fully refundable/fully changeable ticket but in reality you are selling a nonrefundable and nonchargeable ticket with an insurance policy that is not disclosed until after one has purchased the tickets and get an email about the amounts tagged on for insurance policies.

I bought 6 tickets for Ryanair flight though eDreams. That costed 163,79 Euros.

I got the reciept for that from Ryanair.

eDreams charged me for that service 253,18 Euros. Charged me second time for seat reservation, during process lied about two tickets more expensive than other four. And charged me for some "service fee". None of these I got reciept for. No written document of reason for their price.

They took 89.39 Euros from me for nothing. Support not working. Only robots with no acctual info on anything. I'm attaching a Ryanair reciept and my bank transaction, where this difference is obvious.

Hello - My flights were booked via edreams flying out from 1st April 2023 flight cancellation NHS5RT flight number 5733 via wizz airline and up to date I have not received a refund. I have called edreams whom have advised they are waiting for wizzair to refund my flights however I paid edreams and they are refusing to refund me until wizzair refunds them, I am disappointed by the whole process and would like to make a formal complaint.

My name is Maria Ines Teixeira

Contact number [protected]

Our flight to Faro was canceled on 16/07/22 and since then have called Edreams multiple times for a refund (almost every month!) The amount was credited to my Wizz Air account but could only be refunded through Edreams. However, Edreams has withheld the money for the past year, May 2023 and I am still told on the phone that Edreams has to check it with the flight company for an update. Ref: 9603***179

My experience with Edreams has been horrific. I have received countless emails saying they are contacting the airlines for a refund. On the phone for the credit, I have been told to wait 2 days, 7 days, and 30 days and even said once that the refund was waiting but I didn't respond for a refund! I received no calls or emails, when asked what the sender's email was, surprise, it was nonexistent. That was August 2022. Since then I have again contacted multiple times to be told they will be issuing the refund. The money would have helped to get a second flight as I was struggling with funds or at least to help with the time away. But I didn't get the money in time for another flight. I never thought I would have to be chasing up after a refund months after. After countless phone calls and emails, they still refuse to offer an immediate refund. If you consider how many times this must be happening, it soon becomes evident how much money eDreams must have sat in their accounts, earning interest at our expense.

It is pretty clear that eDreams deliberately scam people into booking flights that they cannot deliver, take their money, hold that money for an undetermined amount of time, and cause distress to people who simply want to book a flight!

Given the current economic uncertainty, I would encourage everyone to avoid eDreams and any other comparison site operating in this manner, like the plague!

I have booked the flights from Belgrade to Munich and back on 26. April 2023. Since these flights are supposed to be covered by organiser of the Security Forum in Germany, I have used the form in the eDreams web page to ask for the invoice (note that my credit card was charge for the fare immediately). That application "Manage My Booking" on eDreams web page was not available for whole week. I try to sent request to their chat boot and I got answer thet I will receive the invoice in 24 hours. That wasn't true and it's didn't happend. I sent them 10 emails on [protected]@contact.edreams.com and they always

sent me a automatic reply "We sincerely apologize for any inconvenience caused to you. Did you try Manage My Booking.You will receive your invoice for 48-72 hours..."

Ofcourse,they didn't sent me my invoice.Then I call their phone number +[protected] and the agent told me that he will request my invoice and that I will receive it for 24 hours. Ofcourse that didn't happend!So many lies that I can't belive that is happend.Also,I have not receive my inovice yet.I will definitely never use eDreams again and I will cancel my "Prime" status on their web site.They are unprofessional and I don't recommend them to anyone. I hope that they will send me my invoice soon,but...In short,don't use e Dreams because they lie to their customers.

As a customer, I'm not supposed to know the technicality behind code sharing concept. I was forced to cancel my journey due to this reason. The refund is very minimal. Please help to get my full trip booking amount. Enclosing all the booking related detail.

6th April 2023 Gothenburg Amsterdam KL 1154 booking code : VZPDQO

6th April 2023 Amsterdam New Delhi KL 871 booking code :VZPDQO Flight was delyed by 2.5 hours due to techinal issue.

7th April 2023 New Delhi Bhubaneswar 6E 2064 booking code :OT8GGQ I was forced to rebook because of above delay with a high amount. Airline staffs told that they can't reschedule because of different code.

16th April Bhubaneswar New Delhi 6E 6194 booking code :FTS4VN The airline checked in but didn't allow me for boarding asking relevant document for Kuwait. There is no transit visa required, because the connecting flight was in afew hours. Airline staffs also told that they need supporting document because the booking has been done on different codes. I was forced to cancel all the subsequent flights.

16th April New Delhi Kuwait 6E 1231 booking code :FTS4VN Forced to cancel

16th April Kuwait Istanbul TK 773 booking code :UNPMSP Forced to cancel

17th April Istanbul Gothenburg TK 1797 booking code :UNPMSP Forced to cancel

I just booked a trip to marakesh for two people. The payment went through but I didn't get any confirmation mail from them. We have booked hotel and flight together. When booking it was said that a subsequent hotel cancellation is possible. Now I can't find the option anywhere and Chatbot thinks it's chargeable. I've tried to contact the customer service twice (using the online contact form), but haven't received no reply. Also tried their chatbot, which is the biggest trash. This is really annoying.

When I was booking a flight it said I get 20kg checked-in luggage (foto attached). When checking my booking, it says that there's no checked-in luggage included (another foto attached). I simply should've booked with an airline. Also, 24hrs later I am not even sure if they confirmed my booking, I am going to contact the bank to block money they eDream reserved and leave this scam company for good.

reference nr.: [protected]

I am writing to express my dissatisfaction with eDreams. I recently attempted to cancel my flight ticket due to visa issues, but was informed by a representative that I would only be eligible for 80% of the ticket price. When I questioned why this was the case, the representative cited eDreams’ terms and conditions, which were apparently communicated to me In a confirmation email. However, I was not aware of this, please find attached the screenshot of where I was referred to by the representative. As you can see, the part of that email states “you can check the conditions of the services here. Please note, ..”, following two bullet points. By seeing that I believed it refers to the two bullet points. When I relayed this to the representative, she informed me that I needed to click on the word “here” to view the full terms and conditions. I find this to be misleading, as the word “here” was not highlighted in different colour or underline. There is no way any normal, ordinary person, would think that she/he has to click on a word that appears to be an ordinary word. This experience has left me feeling scammed and taken advantage of. As a result, I have cancelled my membership with eDreams and will be sure to inform others of this issue.

Today April 17th 2023 I made a payment of 261.48 euros on the plateform nl.edreams.com using the iDeal payment method trough ING. The redirection link to the edreams website failed and therefore I did not receive any confirmation of my order but the money was transferred from my bank account.

I therefore have paid plane tickets but did not received any email (despite checking all email folders including spam and having correctly provided my email) from edreams.

Now the problem is that without a booking number or reference I cannot have any access to customer service as chatbot/phone call and email address all request a booking number that I do not have as I never got confirmation.

My name a is Ivan Castellanos 10710 NW 7th Street Apt. 7 Miami, Fl. 33172. I did purchased 2 Tickets for my brother who lives in Honduras to eDreams travel agency has been delayed a refund to my CC due to cancelation purchase o it on time. This agency has been respond with different argument for the last month. and repeatedly responded that the case is in progress, and that might will take little longer. The invoice number is: 2022-EDLC00525931 Date: 11/06/2022 2 Tickets from SPS, Honduras to Barcelona, Espana - Numbers: [protected] eDreams registration Number [protected]- Delaware US.

I've realized that "edream" did a prime membership on my name and took 64,99 € from my bank account without my consent and without any information when I checked my credit card details yesterday. I even didn't remember to use e-dreams. When I checked my email, I just bought a flight ticket 2 months ago. But I didn't choose or apply for any membership at that time. To get more information and cancel it, I downloaded their application (it was not possible to cancel it on the web, because the cancel button was hiding on the web. I am attaching the photo of it) and canceled it but they already took from me 1 year membership without my consent. It is a robbery. I have already contacted my bank to inform them that the transaction was a fraud. My bank advised me to cancel my credit card to prevent stealing money from my account in the future but I don’t want to cancel it but I don’t trust this company either. I already wrote an email to “edream” but they replied to me with an irrelevant auto no-reply mail. I don't know where I should apply to take my money back.