The complaint has been investigated and resolved to the customer’s satisfaction.
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The company left an official comment on this complaint.
Featured review
This review was chosen algorithmically as the most valued customer feedback.
We have also experienced awful service from eDreams. 2 days ago, I tried to book a flight for my mother who was intending to travel from Budapest to Malaga. After checking the various options and availabilities on eDreams' site, I went ahead and booked the flight and eDreams deducted money from my account.
Within one hour, I received an email from eDreams saying there was a problem with their system and that they could not grant the ticket. I immediately contacted them and was told that they would not be able to refund my money for several days (no specific date), leaving me in a massive dilemma, as I did not now have the funds to book an alternative flight with another company.
After countless phone calls and emails, they still refused to offer an immediate refund or an actual flight on the time we had specified. All the while, they continued to advertise the same exact flight, enticing other people to pay for a ticket to something eDreams know damned well they cannot fulfil.
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!
I have spent the best part of the whole day today, speaking with countless people at eDreams, each of which has told me a different story; one said it would take 1-2 days for a refund, one said it would take up to 5 days and another said it would take between 5-10 days! I’ve checked online for experiences of other eDreams customers who have said it took up to 30 days before they received a 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.
Given the current economic uncertainty, I would encourage everyone to avoid eDreams and any other comparison site operating in this manner, like the plague!
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Update byNotfair
Mar 23, 20093:06 pm EDT
By the way, I constantly asked for a more senior person to deal with my complain, they kept passing me over to a colleague at the same level and said "it is not company poilicy to transfer customers to more senior members of staff".
After a while, they simply hung up on me! So much for customer service! Several hours later, eDreams are still advertising the exact same flight, knowing full well it is not available!
I have done some very simple checks online for the directors of eDreams, whose names appear on LinkedIn:
http://www.linkedin.com/companies/edreams
Javier Perez Tenessa, CEO
Xavier Pladellorens, Online Marketing Manager
JOSEP BERNAT, Director de precios - CAO y de la oficina de proyectos
Nico Bour, New Media Marketing Manager
Mauricio Prieto, Managing Director
The customer service staff told me they had never even heard of the company's CEO Javier Perez Tenessa!
Given the current economic uncertainty, I would encourage everyone to AVOID EDREAMS AND ANY OTHER COMPANY THAT DEALS WITH CUSTOMERS IN THIS MANNER. LIKE THE PLAGUE!
@Notfair: we are very sorry to hear that you have experienced such difficulties to get in contact with us and get your case resolved. Could you please let us know your booking reference in order to check what has occured and how we can help you?
@Boris-Jerusalem: should you have not received your refund yet, please provide us with your booking reference and email and we will look into your case carefully.
This is the contact form to send your booking references and email address:
As our agent Natasja has informed you via private email, we have already requested a refund but has not been aproved yet by the airline. We'd like to inform you that, as per our records, there is no cancellation insurance included on your booking.
Should you have further inquiries regarding this issue, do not hesitate to contact our agent Natasja.
We'd like to inform you that we processed your refund yesterday. Please, note that it might take several days to receive this transfer in your bank account.
Our apologies once again for all the inconveniences regarding this issue. Should you need assistance on this or other case, feel free to contact our agent Natasja via email.
Thank you for your comments and please accept our advanced apologies for any inconvenience caused.
Please respond a private message we have sent you, so that we can look into your case and update on a refund status.
We kindly remind you that you can file a complaint by filling a claim form available on our official web site. Please make a click on the below link to find out how:
http://www.edreams.com/engine/call_center/eptica/
Thank you for bringing this matter to our attention.
As we could verify, one of our agents had treated your complaint and after checking the ticket issued by eDreams with the airline was advised that that was, which you flown thus, a refund has to be requested for another ticket you have arranged through the alternative channel.
In any case, we have transferred your comments to the agent in charge of your case in order to review your complaint.
We hope the matter would be solved quickly and favorably.
I'm very sorry to inform you that there was a small mistake on the e-mail address registered at time of booking, which was impeding you to receive any communication of ours.
As we could verify, a refund had been already processed by the airline. We have transferred your comments to our agents and hope you would receive a refund within this week.
On behalf of eDreams we thank you for your comments and for the chance to remind to all eDreams users, that in certain cases, a booking confirmation may take up to 24h. Furthermore, the second communication “confirmation e-mail” would not contain a paper ticket, but a direct link, which would appear highlighted in a blue colour following the booking reference.
We were happy to learn that one of our agents has treated your particular case and provided the e-ticket for the correctly confirmed flight reservation.
Your booking attempts could not be confirmed, unfortunately.
No charge was made with this regards.
Please note that sometime, the financial institutions temporarily block the amount of available credit until the final charge is made, and later reverse the temporary charge. The client may temporarily see such duplicate charges, but one of them will automatically be reversed by the financial institution.
Amounts withheld in this manner will disappear automatically from the card statement within approximately one or two weeks.
Remember that such amounts are withheld by all travel agencies, and that these are not isolated incidents in Spain, as they are caused by the operations between financial institutions, the companies issuing debit and credit cards, and IATA. Travel agencies give the order to issue the ticket, but the payment collection processes are handled by the parties mentioned above.
We remain at your disposal for any further questions.
After having double checked, we hereby confirm that the payment did not went through and that the charge you may see, will disappear automatically from the card statement within approximately one or two weeks.
Thanks for posting your review and bringing this matter to our attention.
We would like to inform you that as stated in our Terms and Conditions, your ability to cancel or modify a booked product depends exclusively on the airline's fare conditions. In this case, we would like to check the fare you have booked in order to advise you if cancellation within 24 hs was permitted or not.
In order to do that, we have sent you a private message requesting you your booking details in order to assist you further.
Thanks for posting your review and giving us the opportunity to explain you how eDreams prices work.
From the first moment you start a purchase in our website, the price displayed is the final price, which does not include additional services/products that may be optionally added by the client during the purchase process.
For the benefit of our clients, the price displayed in the first step of the purchase process is the cheapest fare in our website, which offers a discount provided that payment is made with a special discount card. However, in the same step, we advise our clients that other method payments will be found in the "Payment Method" box. This will show the new prices in accordance to your preferred payment card.
When you reach the payment stage, if you enter a card different to the special card indicated, then the price will change to the new price for the service charge, plus any credit card fees. This is still before you commit to 'Buy It Now'.
Besides, we inform you that baggage fees depends on the prices offered by airlines and in any case, if the trip selected does not include free baggage, the baggage price is displayed so you may decide whether you include it or not.
We hope to have you informed accordingly and if you have made a booking with us and you have any further doubt regarding this issue, please do not hesitate to contact us back by replying our private message.
We are sorry to hear that your seats have been booked twice however, we may assure you, that the booking is created per the customer directly when filling out the on-line form and entering the details into the reservation system. Had not you filled the form for the second time, the issue may lie with a double charge.
Kindly respond a private message we have sent you in order to look into your case further.
Best regards,
Nicole - eDreams
Resolved
The complaint has been investigated and resolved to the customer's satisfaction.
We've just had a similar customer service brush-off. Booked a one stop flight from Australia to UK which after taking our money has turned into a two stop flight. Every stage of booking process showed just one stop which was required for our nervous pensioner parents, instead they now have to endure another take-off and landing.
For what is a very stressful situation where we offered to upgrade/buy another ticket their customer response was one liner "no changes possible". A computer could have generated it.
edreams response is that they don't have to advertise 'technical stops' so I guess in collusion with the airlines they can put in as many stops as they like and miss-sell products. I feel a fool for not checking ABTA/ATOL like accreditation (in UK case) and in future will avoid international internet flight shops such as edreams as everyone else should do.
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Nico Bour
ES
5 comments
Nico Bour
of ES
May 08, 200910:27 am EDT
Hello @Notfair:
My name is Nico Bour and I am the New Media Marketing Manager at eDreams. First of all, I want to apologize about all of the different problems you had during the whole process. If I can help you sending me your reservation number, I will contact directly our costumer team to check how is your refund going.
If you have any questions, please do not hesitate to contact me. Kindest regards, Nico Bour.
email: nico@edreams.com
Hello @Dan:
As I said to @Notfair I want to apologize about your two stop flight. The problem is that sometimes the airlines companies don't include in the amadeus system (international system used by nearly all travel agencies) the technical stops and that's why when you were searching for this flight it didn't appear. I am sorry but in this case all the travel agencies are in the same situation. If I can help you, please do not hesitate to contact me. Kindest regards, Nico Bour
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Mr.T
Brisbane, AU
2 comments
Mr.T
of Brisbane, AU
May 24, 200912:07 am EDT
How is it that that the " New Media Marketing Manager" at eDreams has so much time to spear that he can sit and answere complains at random internet sites?
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Ahmed El-Habbash
SA
1 comments
Ahmed El-Habbash
of SA
Jun 10, 200910:51 am EDT
I am having another bad experience with eDreams. After doing my booking I received a confirmation of reservation but no e-ticket was sent. Next day I started enquiries and I was advised to send a copy of my passport and a copy of my credit card so as to do more checks. I am not aware of any respectable company who would ask for such serious information to be faxed or emailed. To me This looks more like skam.
I am upset why such organisation should exist and urge every who has a problem with eDream not to give up and rather to pursue their issues with eDream until either they correct their policies or close down.
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Nico Bour
ES
5 comments
Nico Bour
of ES
Jun 10, 200912:28 pm EDT
Hello @Ahmed,
i am Nico Bour from eDreams. Can you please tell me which is your confirmation number? This would help us.
Regarding your comment, I would like to inform you that we asked you to send us by fax a copy your passport and credit card as a security mesure in order to protect customers from frauds.
I apologize any inconvenience it may cause.
If you have any other questions, do not hesitate to contact me.
Best regards,
Nico Bour
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silverdrmz
Syracuse, US
1 comments
silverdrmz
of Syracuse, US
Jun 24, 20094:13 pm EDT
EDREAMS TOOK MY MONEY!
So, I bought two tickets from eDreams to go to Milan from France. Unforunately, I had missed my flight and spoke with AirFrance (which was the airline I was flying with) that the agency (Edreams) should refund atleast the tax amount if I do not fly with them. Airfrance was unable to change my ticket.
I understand that I am not to get the full refund..but I am entitled to get back what I paid in taxes...
So I called Edreams, got disconnected several times and passed along to many customer services operators that did not explain correctly what was going.
When I finally spoke to someone about it, it was still confusing. Apparently I will get a refund, but would have to be charged to get my refund? I do not understand this and I am unsure of how much money I will be getting back. At first the operator said 16 euro, then I implied that I was suppose to get 200 back, then she agreed and asked if I accepted?
Now there is another transaction to my credit card from edreams..
I know that it is my right as a customer to receive any refund entitled to me. Is there another way to make a complaint about this company or another site that can cause this company some damage or maybe shut it down?
I am very upset and this is not legit business from the complaints I am reading.. I wish I read the complaints before I decided to buy with them.
No other online company has given me this much trouble for canceling a flight...
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Nico Bour
ES
5 comments
Nico Bour
of ES
Jun 25, 20095:01 am EDT
@silverdrmz : I am Nico Bour from eDreams. Can you please send me to nico@edreams.com your booking details so I can check what's going on with the refund ?
thanks.
best regards.
Nico Bour
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TamaraL
ZA
1 comments
TamaraL
of ZA
Jul 04, 20095:30 pm EDT
Same story I m afraid, booked a ticket today for me, my husband and our newborn daughter to go see my family for christmas 1225 euros, paid by mastercard after THEY told me I couldnt pay by bank transfer...
I deposited money onto my creditcard and booked, received confirmation number and after that an email saying I should pay by bank transfer !? I phoned them in spain, from south africa, I ve spend a half day on hold during several calls with them. They are unfriendly to say at the least, barely speak english and told me that I could only pay by bank transfer... I told them I had already booked with my mastercard. They said they would cancel the tickets free of charge, so I said ok do that please so I can book elsewhere WITH creditcard.
When I tried to book elsewhere my payment got declined because apparently edreams had already charged the creditcard WHILE they said payment by creditcard wasnt possible for an amount over 1000 euros !
I cant book anywhere else now as I dont have the funds to pay twice and edreams accounts dpt is ofcourse closed till monday ! All I wanted was to go show my parents our newborn daughter over christmas and they simply took that from me... Their service is HORRIBLE and they treat you like you are a liar even when I sent them a copy of my bank charges that proof that they charged my creditcard BUT YET I HAVE NO TICKETS since they were cancelled. I was in tears ... not much I can do now except contact them on monday and hope to get either tickets or money back.
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powerless
IN
1 comments
powerless
of IN
Jul 13, 20096:17 am EDT
Another similar story I'm afraid. I booked a flight, transfered the money, heard nothing from edreams despite the transfer having gone through.
I called them up only to be told that the flight had been full for several days, when I asked why I had not been informed there was no response.
I requested a refund of the money I had paid and after several emails and calls from my side I still had received no refund. I then threated to take the complaint further, and a day later received an email saying that the transfer had been made.
6 weeks later and yes... you guessed it I'm still waiting for this mysterous transfer that my bank has not had any sight of.
I'd advise everyone to stay away from this company.
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Saurav Palit
AE
2 comments
Saurav Palit
of AE
Jul 19, 200911:03 am EDT
OMG..
i just purchased a ticket and have requested a cancellation...i wonder if i will get my money back!
saurav_palit@hotmail.com
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super- freedom
Ilford, GB
1 comments
super- freedom
of Ilford, GB
Jul 21, 20097:16 pm EDT
dear all.
I also booked 2 tickets with Edreams for indirect flights. FIRSTLY they didn't accept my Visa debit card payments and advised to pay via bank transfer. I made reservation on Sunday and early Monday morning came to the bank and the people there were surprised why company Edreams using such an awkward payment method. Any way, each transaction cost me 20 pounds. I managed to pay for 2 tickets in 1 transaction trying to avoid additional cost. on tuesday I made payment and Edreams confirmed me that they received money. BUT!
They said that my 2 tickets don't cost the price that I paid. They urgently demanded extra 49 euros, saying that my tickets THAT I RESERVED cost now fifferently.
I spoke to them on Tue before making payments but nobody told me that cost of tickets had increased. I'm laughing! My tickets insured, hope it will work!
Please could someone share experience what legal action that you taken to withold licences from Edreams? Is anybody compaining?
DON'T EVER USE THEM.
Hope to hear from you soon,
many thanks
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SumP
IN
1 comments
SumP
of IN
Jul 27, 20092:38 am EDT
I just booked a ticket from Casablanca to Madrid and they sent me a mail saying that there was "some problems" with my transcation so they could not provide ticket details. BUT MY CARD HAS BEEN CHARGED. Does anyone know who I can talk to?
Suma
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toni304
PT
1 comments
toni304
of PT
Sep 21, 200911:49 am EDT
HELLO.. i just booked a ticket from Lisbon to Cap vert and cost 694.27 euros, the money was withdrawn from my account, but did not give me a confirmation of my trip claiming that my credit card was refused.
how can I recover my money, or at least the ticket.
sanogueira304@hotmail.com
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Pmnon
FI
1 comments
Pmnon
of FI
Oct 08, 20093:44 am EDT
Oh no! I just booked using my Visa Debit and they sent me booking confirmation and later followed up with an e-mail telling me my card was refused. I hope it doesn't mean they have deducted the money and I have to run behind them to get it back. ARGH.
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Doctor on law
ES
2 comments
Doctor on law
of ES
Oct 08, 20094:16 am EDT
@Pmnon: Don't worry, if the card were really refused there is no way to deduct your money. For sure, they will ask you to use another payment method in order to get the money and confirm the booking
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suzanne
llangennech, GB
1 complaint
1 comments
suzanne
of llangennech, GB
Oct 21, 20098:01 am EDT
So glad I checked here 1st
I was going through the search and booking process on e dreams and became bit uncomfortable with the fact they asked for my passport number when registering my details. I fly a lot and have never had to submit this information before.
I just had a hunch, suspended the booking and enetered 'e dreams scam' in the search box and here I am!
Now off to the Thomas Cook website to book direct. It is their flight anyway and cost just £2.85 more.
Grateful thanks to all who have commented and I am so sorry you all had such bad experiences.
Nico; bless you. Go and find yourself a better employer.
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vasko
London, GB
2 comments
vasko
of London, GB
Nov 26, 20097:37 am EST
Unfortunately I became a part of the Edream scam. I tried booking a flight via their website and the booking failed. But guess what, they still charged me 1200 pounds! I tried contacting them and I all got was a rude reply and they hanged up on me. I have the conversation recorded and I am exploring ways of taking legal action against them. Unlike most of the people who threaten to sue them, I can actually do it. At the moment I am waiting to see if the money will be refunded in the next 5 days (already been a week) and in the meanwhile I am researching the company. Please leave a message on this forum if you would like to join me for a class action lawsuit against them.
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Pamelaangley
IE
3 comments
Pamelaangley
of IE
Dec 01, 20092:13 pm EST
Verified customerThis complaint was posted by a verified customer. Learn more
Hi @ vasko
I just booked flights today with edreams, wish I had read this forum first. Got charged double the amount due but the invoice is only showing the one agreed amount. The first booking failed as the flights were gone halfway through but no card details were given at this stage so they can't claim the flights were booked.
I'll let you know how I get on but I'm doing a law degree and they'll be messing with the wrong person if I don't get that money returned to the card!
Pamela
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eDreams
ES
2 comments
eDreams
of ES
Dec 02, 20093:00 am EST
To: @ vasko and @Pamelaangley
Hello, this is Jorge, from eDreams.
First of all, I want to apologize about all the different problems you had during the reservation process.
If you send me an email to contact@edreams.com with your booking details (locator/ reservation number) I will pass them to our customer service team to check the status of your flights / refunds
And they will contact you as soon as possible with updated info.
Jorge
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Pamelaangley
IE
3 comments
Pamelaangley
of IE
Dec 03, 20098:41 am EST
Verified customerThis complaint was posted by a verified customer. Learn more
Hello Jorge,
Thank you for your reply I have since received emails from edreams explaining the charges.
However I do feel the company should warn people about the double charge before booking or perhaps outline the reasons behind it as naturally the public will be suspicious of a company that has hidden charges and is difficult to contact
It will be between one or two weeks before the money is returned and that's not good enough. I'm hoping the money will indeed be returned within the time stated as it's unnecessary stress before christmas and would make me think again before booking with edreams.
Yours sincerely
Pamela Angley.
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enightmares
TH
1 comments
enightmares
of TH
Dec 08, 200912:20 am EST
I have to agree with all of the above complaints. I have foolishly tried to book a flight home for christmas through edreams and had my internet timeout during processing without any confirmation or email.
I have tried to email edreams customer service, but immediately the mail bounced back from the inactive email address. I am now waiting for their phone lines to open to ensure no payment has been processed multiple times.
I also urge anybody and everybody to stay away from this outfit. A sketchy website and booking procedure, invalid contact information, and a handful of sales reps frequenting complaints boards to try and ease the bad press.
Stay away at all costs
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eDreams
ES
2 comments
eDreams
of ES
Dec 09, 20092:44 am EST
Hello @enightmares:
My apologizes for the different problems you had. In order to check the status of your purchase, could you send me to "contact@edreams.com" the email you used to try the booking on eDreams? We will contact you with further info about it.
I would also appreciate if you can provide me with the eDreams email adress that gives you the inactive error to try to find the mistake and solve it.
Thanks
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piers
ES
1 comments
piers
of ES
Dec 22, 20096:30 am EST
thank goodness i did a check on this dodgy outfit before pressing buy! their slick website has a reliable type feel but the alarm bells rang when asked to input passport details to register - what a hideous bunch of crooks - i feel so sorry for all the good people who have been sucked into this appalling scam. nico and any employess reading this ! how can u look in the mirror in the morning? you sad sad people
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emmet
Sydney, AU
1 comments
emmet
of Sydney, AU
Dec 30, 20094:37 am EST
In some ways its great to know I'm not alone. I used edreams recently to book a flight from Dublin to Copenhagen on SAS airlines. Got my email confirmation from edreams, turned up to the airport, checked in but when I got to the gate the lady said I needed a coupon from edreams and that the ticket was invalid.
SAS told me edreams had not completed the process correctly. The up shot of it was that SAS would not let me get on the plane. I was totally gutted. SAS said I could buy a ticket from them at the gate but the price was so much more by that time. I couldnt afford it so called off my holiday. I work hard and dont have much money. I'm a grown man but I started crying in front of the SAS staff. Embarrassing.
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Pamelaangley
IE
3 comments
Pamelaangley
of IE
Jan 20, 20105:37 am EST
Verified customerThis complaint was posted by a verified customer. Learn more
Hi guys,
As seen previously I too had complaints about edreams I had booked a holiday and there was double charging involved. I emailed my queries to edreams and rang them during office hours, I have to say the staff were polite and did put my mind at ease, the money was refunded within days.
Upon reading the complaints here I had added worries that there were even flights booked on my behalf. I just returned from my holiday on Monday and everything went smoothly I was very pleased with the service I received from edreams.
Perhaps I have been lucky or perhaps our complaints on here are having an impact on edreams' customer service?
Either way I do sympathise with anyone who feels scammed and I hope your complaints are dealt with to your satisfaction.
I'd like to stress I have no affliation with edreams and you can see on this forum I had a genuine complaint previously.
Best wishes
Pamela
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spj
Westcliff-on-Sea, GB
1 comments
spj
of Westcliff-on-Sea, GB
Jan 20, 20101:03 pm EST
I was also taken for a ride by eDreams. I bought a return flight through eDreams to Amsterdam from London, and when I got the reservation email from Easyjet the times are all 1 hour earlier. They do not give refunds through the customer service phone number, you have to start a complaint through their web-site. I got a reply from them saying they would give me a refund, and a few days later, some money came through, but it was around £45 short. When I queried this I got a very short reply - "We do not refund eDreams fee back." This is clearly illegal, but what can I do from the UK dealing with a company in Spain?
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SinisaV
Gold Coast, AU
1 comments
SinisaV
of Gold Coast, AU
Mar 22, 20101:40 pm EDT
i just had to cancel my credit card so i do not fall in this scam, i purchased ticket for my wife from Vienna to Brisbane and one hour after i did not receive anything, so i come across this forum and on my luck money has not been taken yet from my credit card so i had to call bank and cancel my credit card before thy take any money.
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Huynhi
DE
1 comments
Huynhi
of DE
Jun 17, 201012:59 pm EDT
Verified customerThis complaint was posted by a verified customer. Learn more
Don't book with e-dreams! I booked a flight for two persons from London to Frankfurt, Germany and gave them the full details of my visa card. By mail they told me there was sth. wrong with my credit card and asked me to fax a copy of my credit car which I didn't do. Instead I asked for their bank account and transferred the 240 Euros directly from my bank . As soon as they had got the money, they wrote an e-mail telling me the flight had got more expensive. They asked me if I still wanted the flight, but of course, I didn't . All I wanted was to get my money back.
From that moment on they didn't answer my mails any ore and the Spanish telephone numer which was indicated on their former mails just led to an answering machine.
I'll contact their bank now to get the money back and otherwise will report the case to the police and try to lawsuit against them.
17/06/2010
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victim...
BG
1 comments
victim...
of BG
Jun 19, 20101:57 pm EDT
Verified customerThis complaint was posted by a verified customer. Learn more
The same, dear friends! I booked a flight for not 1, not 2 for 9 person -some teachers and students from Sofia to Warsaw. Immidiately after booking they told me that there is something wrong with my reservation because of my card and asked me to wait for additinal information. In the next day I received another email-they asked me to send them a fax copy of my card, ID card and the names of passengers. I/foolish!/sent them the information and as I was doubted went to the ATM and understood that this was a fraud - I lost 137 eurs. After some emails I received an email that they could not confirm my reservation because my card didn't accept any activities and charges. So, I went to my bank and blocked the card. Now I haven't got any answer, any tickets, and 137 eurs less than before. This money is not mine. The are on our international project.They are for students.I told my bank that this is a fraud and filled some documents but...This is a shame!
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Ianb3211
Basingstoke, GB
1 complaint
1 comments
Ianb3211
of Basingstoke, GB
Aug 05, 20107:56 am EDT
Verified customerThis complaint was posted by a verified customer. Learn more
I booked a flight for my mother in law from Amsterdam to London return through eDreams and received confirmation of the cost on email. eDreams then proceed to use my credit card details to book the outbound flight with BA and the return with Easyjet, followed by an admin fee. The problem was that eDreams booked the wrong Esyjet flight at a much higher rate. They then rectified this by booking the correct Easyjet flight but without reimburising the much higher booking. This has in effect left me out of pocket by almost double the cost that they confirmed.
Despite many calls to their contact centre (approximately 6 lengthy calls), a number of emails with evidence of their error (booking references, bank screen shots, etc) and promises of action, I am still out of pocket a month on from the original booking.
I have almost given up as i am no longer receiving any communication from eDreams despite having 3 individuals names who promised to resolve this problem.
This is a warning to all out there that what may appear to be a reputable company offering a good deal may not be all that it appears to be.
If anyone has any ideas as well, they would be greatly appreciated
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Travel8
KR
1 complaint
1 comments
Travel8
of KR
Aug 08, 20107:47 pm EDT
Verified customerThis complaint was posted by a verified customer. Learn more
E dreams are fraudulent. They advertised in Euro on their U.K. website and then charged me in GBP, as soon as the reservation hit my inbox. They then tried to infer that it was my mistake. I took a snapshot of the website, where you could only change the Euro sign into a GBP sign if you want to check prices individually. I sent them the pic, they still said it is not possible, but promptly changed the website. I did report them to the aviation and advertising authorities in both Spain and Brittain.
Still awaiting a refund more than 30 days later. They need to be sued and to get out of the travel business - too many complaints in such a short time.
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tot
FI
1 comments
tot
of FI
Aug 09, 20102:47 pm EDT
Hey edreams why you cheating your valued costumers. Look out the negative comments. You can earn much more money for a lifetime if you provide a good services to costumers. It seems like you are really fraud.
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sbattye
Solihull, GB
1 comments
sbattye
of Solihull, GB
Oct 23, 20108:13 am EDT
I am having similar problems with this company. Having booked a flight with them from London to Barcelona for June 2010, I received an email in May 2010 informing me that this flight had been cancelled by the airline.
I was assured that I would receive a refund within 4-6 weeks (despite EU law stating that a cancelled flight should be fully refunded within 7 days).
As I'm sure you can guess, 5 months later and I am still waiting for this refund. I am taking my complaint to the AUC and IATA in the hope that this company will be stopped from operating.
They should be ashamed of themselves.
Sarah
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MDeballens
San Clemente, US
1 comments
MDeballens
of San Clemente, US
Dec 20, 20105:54 pm EST
I couldn't agree more about this. Just recently booked my flight without looking at the warnings and Im stuck in the same dilemma. Ive called 10 times only to be hung up on and have my trip planned for Europe in the next 2 weeks. They took the money from my bank and said they needed more proof, are you kidding me? I have yet to hear back from anyone and they still have my money. There is something wrong with this. I have been waiting for an answer only to be let down.
So what do I do next now that all the prices are going up? Ive already paid for my flight and have only recieved confirmation no flight numbers or anything. This is a scary situation in which someone really needs to be notified of this companies false advertising and outrageous marketing campaign. I would tell anyone to try and avoid edreams at all costs...
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fishfish
DE
1 comments
fishfish
of DE
Jan 13, 201110:04 pm EST
Why didn't I read this page before! The exact same story happened to me. I want to book the flight, receive an email that something went wrong with the tranfer of money. Once they received the money, I get an email by "Alejandro Ruiz" saying the price of the flight has almost doubled! I am so annoyed and don't really know what to do! Which european agency should I contact about this?
A
A
Angry eDreams Customer
FI
1 comments
Angry eDreams Customer
of FI
Feb 04, 20111:26 pm EST
I tried to reserve a flight from this site. First I used paypal just to get told that the payment failed and I have to scan my credit card, both sides and send it to them, which I refused to do. I tried to make a new reservation, this time it worked. Few days later I get told that the price of the flight has doubled and I have to pay more to get the flight. I definedly won't pay them any more and I want my money back ASAP.
I will never, ever use this site again, and I hope you don't do the same mistake either.
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M
Modi
London, GB
1 comments
Modi
of London, GB
Mar 18, 20111:43 pm EDT
18/3/2011
EDREAMS IS A SCAM! DO NOT USE EDREAMS. Booked a flight from London to Nice, received an email saying I will receive another confirming the flight in less than 24hrs. 24 hrs later I call the very expensive customer service line where a spanish girl answers and keeps repeatedely putting me on hold then coming back to say I can't find your booking (she hasn't even asked my name!), then suddenly she 'finds' it and says it hasn't gone through and I haven't been charged. I say goooood. I check my credit card and I have been charged 12.59 by edreams: the booking fee! The [censor] took a booking fee without there having ever been made a booking by them. MAJOR SCAM AVOID EDREAMS
S
S
Say-NO-to-eDREAMS
Birmingham, GB
4 comments
Say-NO-to-eDREAMS
of Birmingham, GB
Apr 19, 20118:27 pm EDT
I have a feeling, my card will be charged an amount of the so-called booking fee or service charge even when now I have chosen to drop my purchase when they requested the front & back scan copy of my debit card & the scan copy of my passport! Too DODGY!
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noreen22
IE
1 comments
noreen22
of IE
May 02, 20114:47 pm EDT
oh so agree we booked flights from dublin to london, after a few days i just clicked on my reservation to check the times and they had all changed it even said one of the flights where cancelled they never emailed us to tell us of the change and when i rang to get a refund they said no and they claim they can understand you ...SCAM SCAM SCAM ..never book with edream
K
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kavita mava
US
1 comments
kavita mava
of US
May 24, 201110:08 pm EDT
Verified customerThis complaint was posted by a verified customer. Learn more
Hi,
I just did the booking with edream from rome to paris. Same story they got approval from my ccard and no confirmation from airline tried to call hopeless and email are not return. They got 6 time approval from my credit card company. I think this company is fraud and we should complain to bbb.
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Replied
We've just had a similar customer service brush-off. Booked a one stop flight from Australia to UK which after taking our money has turned into a two stop flight. Every stage of booking process showed just one stop which was required for our nervous pensioner parents, instead they now have to endure another take-off and landing.
For what is a very stressful situation where we offered to upgrade/buy another ticket their customer response was one liner "no changes possible". A computer could have generated it.
edreams response is that they don't have to advertise 'technical stops' so I guess in collusion with the airlines they can put in as many stops as they like and miss-sell products. I feel a fool for not checking ABTA/ATOL like accreditation (in UK case) and in future will avoid international internet flight shops such as edreams as everyone else should do.
Hello @Notfair:
My name is Nico Bour and I am the New Media Marketing Manager at eDreams. First of all, I want to apologize about all of the different problems you had during the whole process. If I can help you sending me your reservation number, I will contact directly our costumer team to check how is your refund going.
If you have any questions, please do not hesitate to contact me. Kindest regards, Nico Bour.
email: nico@edreams.com
Hello @Dan:
As I said to @Notfair I want to apologize about your two stop flight. The problem is that sometimes the airlines companies don't include in the amadeus system (international system used by nearly all travel agencies) the technical stops and that's why when you were searching for this flight it didn't appear. I am sorry but in this case all the travel agencies are in the same situation. If I can help you, please do not hesitate to contact me. Kindest regards, Nico Bour
How is it that that the " New Media Marketing Manager" at eDreams has so much time to spear that he can sit and answere complains at random internet sites?
I am having another bad experience with eDreams. After doing my booking I received a confirmation of reservation but no e-ticket was sent. Next day I started enquiries and I was advised to send a copy of my passport and a copy of my credit card so as to do more checks. I am not aware of any respectable company who would ask for such serious information to be faxed or emailed. To me This looks more like skam.
I am upset why such organisation should exist and urge every who has a problem with eDream not to give up and rather to pursue their issues with eDream until either they correct their policies or close down.
Hello @Ahmed,
i am Nico Bour from eDreams. Can you please tell me which is your confirmation number? This would help us.
Regarding your comment, I would like to inform you that we asked you to send us by fax a copy your passport and credit card as a security mesure in order to protect customers from frauds.
I apologize any inconvenience it may cause.
If you have any other questions, do not hesitate to contact me.
Best regards,
Nico Bour
EDREAMS TOOK MY MONEY!
So, I bought two tickets from eDreams to go to Milan from France. Unforunately, I had missed my flight and spoke with AirFrance (which was the airline I was flying with) that the agency (Edreams) should refund atleast the tax amount if I do not fly with them. Airfrance was unable to change my ticket.
I understand that I am not to get the full refund..but I am entitled to get back what I paid in taxes...
So I called Edreams, got disconnected several times and passed along to many customer services operators that did not explain correctly what was going.
When I finally spoke to someone about it, it was still confusing. Apparently I will get a refund, but would have to be charged to get my refund? I do not understand this and I am unsure of how much money I will be getting back. At first the operator said 16 euro, then I implied that I was suppose to get 200 back, then she agreed and asked if I accepted?
Now there is another transaction to my credit card from edreams..
I know that it is my right as a customer to receive any refund entitled to me. Is there another way to make a complaint about this company or another site that can cause this company some damage or maybe shut it down?
I am very upset and this is not legit business from the complaints I am reading.. I wish I read the complaints before I decided to buy with them.
No other online company has given me this much trouble for canceling a flight...
@silverdrmz : I am Nico Bour from eDreams. Can you please send me to nico@edreams.com your booking details so I can check what's going on with the refund ?
thanks.
best regards.
Nico Bour
Same story I m afraid, booked a ticket today for me, my husband and our newborn daughter to go see my family for christmas 1225 euros, paid by mastercard after THEY told me I couldnt pay by bank transfer...
I deposited money onto my creditcard and booked, received confirmation number and after that an email saying I should pay by bank transfer !? I phoned them in spain, from south africa, I ve spend a half day on hold during several calls with them. They are unfriendly to say at the least, barely speak english and told me that I could only pay by bank transfer... I told them I had already booked with my mastercard. They said they would cancel the tickets free of charge, so I said ok do that please so I can book elsewhere WITH creditcard.
When I tried to book elsewhere my payment got declined because apparently edreams had already charged the creditcard WHILE they said payment by creditcard wasnt possible for an amount over 1000 euros !
I cant book anywhere else now as I dont have the funds to pay twice and edreams accounts dpt is ofcourse closed till monday ! All I wanted was to go show my parents our newborn daughter over christmas and they simply took that from me... Their service is HORRIBLE and they treat you like you are a liar even when I sent them a copy of my bank charges that proof that they charged my creditcard BUT YET I HAVE NO TICKETS since they were cancelled. I was in tears ... not much I can do now except contact them on monday and hope to get either tickets or money back.
Another similar story I'm afraid. I booked a flight, transfered the money, heard nothing from edreams despite the transfer having gone through.
I called them up only to be told that the flight had been full for several days, when I asked why I had not been informed there was no response.
I requested a refund of the money I had paid and after several emails and calls from my side I still had received no refund. I then threated to take the complaint further, and a day later received an email saying that the transfer had been made.
6 weeks later and yes... you guessed it I'm still waiting for this mysterous transfer that my bank has not had any sight of.
I'd advise everyone to stay away from this company.
OMG..
i just purchased a ticket and have requested a cancellation...i wonder if i will get my money back!
saurav_palit@hotmail.com
dear all.
I also booked 2 tickets with Edreams for indirect flights. FIRSTLY they didn't accept my Visa debit card payments and advised to pay via bank transfer. I made reservation on Sunday and early Monday morning came to the bank and the people there were surprised why company Edreams using such an awkward payment method. Any way, each transaction cost me 20 pounds. I managed to pay for 2 tickets in 1 transaction trying to avoid additional cost. on tuesday I made payment and Edreams confirmed me that they received money. BUT!
They said that my 2 tickets don't cost the price that I paid. They urgently demanded extra 49 euros, saying that my tickets THAT I RESERVED cost now fifferently.
I spoke to them on Tue before making payments but nobody told me that cost of tickets had increased. I'm laughing! My tickets insured, hope it will work!
Please could someone share experience what legal action that you taken to withold licences from Edreams? Is anybody compaining?
DON'T EVER USE THEM.
Hope to hear from you soon,
many thanks
I just booked a ticket from Casablanca to Madrid and they sent me a mail saying that there was "some problems" with my transcation so they could not provide ticket details. BUT MY CARD HAS BEEN CHARGED. Does anyone know who I can talk to?
Suma
HELLO.. i just booked a ticket from Lisbon to Cap vert and cost 694.27 euros, the money was withdrawn from my account, but did not give me a confirmation of my trip claiming that my credit card was refused.
how can I recover my money, or at least the ticket.
sanogueira304@hotmail.com
Oh no! I just booked using my Visa Debit and they sent me booking confirmation and later followed up with an e-mail telling me my card was refused. I hope it doesn't mean they have deducted the money and I have to run behind them to get it back. ARGH.
@Pmnon: Don't worry, if the card were really refused there is no way to deduct your money. For sure, they will ask you to use another payment method in order to get the money and confirm the booking
So glad I checked here 1st
I was going through the search and booking process on e dreams and became bit uncomfortable with the fact they asked for my passport number when registering my details. I fly a lot and have never had to submit this information before.
I just had a hunch, suspended the booking and enetered 'e dreams scam' in the search box and here I am!
Now off to the Thomas Cook website to book direct. It is their flight anyway and cost just £2.85 more.
Grateful thanks to all who have commented and I am so sorry you all had such bad experiences.
Nico; bless you. Go and find yourself a better employer.
Unfortunately I became a part of the Edream scam. I tried booking a flight via their website and the booking failed. But guess what, they still charged me 1200 pounds! I tried contacting them and I all got was a rude reply and they hanged up on me. I have the conversation recorded and I am exploring ways of taking legal action against them. Unlike most of the people who threaten to sue them, I can actually do it. At the moment I am waiting to see if the money will be refunded in the next 5 days (already been a week) and in the meanwhile I am researching the company. Please leave a message on this forum if you would like to join me for a class action lawsuit against them.
Hi @ vasko
I just booked flights today with edreams, wish I had read this forum first. Got charged double the amount due but the invoice is only showing the one agreed amount. The first booking failed as the flights were gone halfway through but no card details were given at this stage so they can't claim the flights were booked.
I'll let you know how I get on but I'm doing a law degree and they'll be messing with the wrong person if I don't get that money returned to the card!
Pamela
To: @ vasko and @Pamelaangley
Hello, this is Jorge, from eDreams.
First of all, I want to apologize about all the different problems you had during the reservation process.
If you send me an email to contact@edreams.com with your booking details (locator/ reservation number) I will pass them to our customer service team to check the status of your flights / refunds
And they will contact you as soon as possible with updated info.
Jorge
Hello Jorge,
Thank you for your reply I have since received emails from edreams explaining the charges.
However I do feel the company should warn people about the double charge before booking or perhaps outline the reasons behind it as naturally the public will be suspicious of a company that has hidden charges and is difficult to contact
It will be between one or two weeks before the money is returned and that's not good enough. I'm hoping the money will indeed be returned within the time stated as it's unnecessary stress before christmas and would make me think again before booking with edreams.
Yours sincerely
Pamela Angley.
I have to agree with all of the above complaints. I have foolishly tried to book a flight home for christmas through edreams and had my internet timeout during processing without any confirmation or email.
I have tried to email edreams customer service, but immediately the mail bounced back from the inactive email address. I am now waiting for their phone lines to open to ensure no payment has been processed multiple times.
I also urge anybody and everybody to stay away from this outfit. A sketchy website and booking procedure, invalid contact information, and a handful of sales reps frequenting complaints boards to try and ease the bad press.
Stay away at all costs
Hello @enightmares:
My apologizes for the different problems you had. In order to check the status of your purchase, could you send me to "contact@edreams.com" the email you used to try the booking on eDreams? We will contact you with further info about it.
I would also appreciate if you can provide me with the eDreams email adress that gives you the inactive error to try to find the mistake and solve it.
Thanks
thank goodness i did a check on this dodgy outfit before pressing buy! their slick website has a reliable type feel but the alarm bells rang when asked to input passport details to register - what a hideous bunch of crooks - i feel so sorry for all the good people who have been sucked into this appalling scam. nico and any employess reading this ! how can u look in the mirror in the morning? you sad sad people
In some ways its great to know I'm not alone. I used edreams recently to book a flight from Dublin to Copenhagen on SAS airlines. Got my email confirmation from edreams, turned up to the airport, checked in but when I got to the gate the lady said I needed a coupon from edreams and that the ticket was invalid.
SAS told me edreams had not completed the process correctly. The up shot of it was that SAS would not let me get on the plane. I was totally gutted. SAS said I could buy a ticket from them at the gate but the price was so much more by that time. I couldnt afford it so called off my holiday. I work hard and dont have much money. I'm a grown man but I started crying in front of the SAS staff. Embarrassing.
Hi guys,
As seen previously I too had complaints about edreams I had booked a holiday and there was double charging involved. I emailed my queries to edreams and rang them during office hours, I have to say the staff were polite and did put my mind at ease, the money was refunded within days.
Upon reading the complaints here I had added worries that there were even flights booked on my behalf. I just returned from my holiday on Monday and everything went smoothly I was very pleased with the service I received from edreams.
Perhaps I have been lucky or perhaps our complaints on here are having an impact on edreams' customer service?
Either way I do sympathise with anyone who feels scammed and I hope your complaints are dealt with to your satisfaction.
I'd like to stress I have no affliation with edreams and you can see on this forum I had a genuine complaint previously.
Best wishes
Pamela
I was also taken for a ride by eDreams. I bought a return flight through eDreams to Amsterdam from London, and when I got the reservation email from Easyjet the times are all 1 hour earlier. They do not give refunds through the customer service phone number, you have to start a complaint through their web-site. I got a reply from them saying they would give me a refund, and a few days later, some money came through, but it was around £45 short. When I queried this I got a very short reply - "We do not refund eDreams fee back." This is clearly illegal, but what can I do from the UK dealing with a company in Spain?
i just had to cancel my credit card so i do not fall in this scam, i purchased ticket for my wife from Vienna to Brisbane and one hour after i did not receive anything, so i come across this forum and on my luck money has not been taken yet from my credit card so i had to call bank and cancel my credit card before thy take any money.
Don't book with e-dreams! I booked a flight for two persons from London to Frankfurt, Germany and gave them the full details of my visa card. By mail they told me there was sth. wrong with my credit card and asked me to fax a copy of my credit car which I didn't do. Instead I asked for their bank account and transferred the 240 Euros directly from my bank . As soon as they had got the money, they wrote an e-mail telling me the flight had got more expensive. They asked me if I still wanted the flight, but of course, I didn't . All I wanted was to get my money back.
From that moment on they didn't answer my mails any ore and the Spanish telephone numer which was indicated on their former mails just led to an answering machine.
I'll contact their bank now to get the money back and otherwise will report the case to the police and try to lawsuit against them.
17/06/2010
The same, dear friends! I booked a flight for not 1, not 2 for 9 person -some teachers and students from Sofia to Warsaw. Immidiately after booking they told me that there is something wrong with my reservation because of my card and asked me to wait for additinal information. In the next day I received another email-they asked me to send them a fax copy of my card, ID card and the names of passengers. I/foolish!/sent them the information and as I was doubted went to the ATM and understood that this was a fraud - I lost 137 eurs. After some emails I received an email that they could not confirm my reservation because my card didn't accept any activities and charges. So, I went to my bank and blocked the card. Now I haven't got any answer, any tickets, and 137 eurs less than before. This money is not mine. The are on our international project.They are for students.I told my bank that this is a fraud and filled some documents but...This is a shame!
I booked a flight for my mother in law from Amsterdam to London return through eDreams and received confirmation of the cost on email. eDreams then proceed to use my credit card details to book the outbound flight with BA and the return with Easyjet, followed by an admin fee. The problem was that eDreams booked the wrong Esyjet flight at a much higher rate. They then rectified this by booking the correct Easyjet flight but without reimburising the much higher booking. This has in effect left me out of pocket by almost double the cost that they confirmed.
Despite many calls to their contact centre (approximately 6 lengthy calls), a number of emails with evidence of their error (booking references, bank screen shots, etc) and promises of action, I am still out of pocket a month on from the original booking.
I have almost given up as i am no longer receiving any communication from eDreams despite having 3 individuals names who promised to resolve this problem.
This is a warning to all out there that what may appear to be a reputable company offering a good deal may not be all that it appears to be.
If anyone has any ideas as well, they would be greatly appreciated
E dreams are fraudulent. They advertised in Euro on their U.K. website and then charged me in GBP, as soon as the reservation hit my inbox. They then tried to infer that it was my mistake. I took a snapshot of the website, where you could only change the Euro sign into a GBP sign if you want to check prices individually. I sent them the pic, they still said it is not possible, but promptly changed the website. I did report them to the aviation and advertising authorities in both Spain and Brittain.
Still awaiting a refund more than 30 days later. They need to be sued and to get out of the travel business - too many complaints in such a short time.
Hey edreams why you cheating your valued costumers. Look out the negative comments. You can earn much more money for a lifetime if you provide a good services to costumers. It seems like you are really fraud.
I am having similar problems with this company. Having booked a flight with them from London to Barcelona for June 2010, I received an email in May 2010 informing me that this flight had been cancelled by the airline.
I was assured that I would receive a refund within 4-6 weeks (despite EU law stating that a cancelled flight should be fully refunded within 7 days).
As I'm sure you can guess, 5 months later and I am still waiting for this refund. I am taking my complaint to the AUC and IATA in the hope that this company will be stopped from operating.
They should be ashamed of themselves.
Sarah
I couldn't agree more about this. Just recently booked my flight without looking at the warnings and Im stuck in the same dilemma. Ive called 10 times only to be hung up on and have my trip planned for Europe in the next 2 weeks. They took the money from my bank and said they needed more proof, are you kidding me? I have yet to hear back from anyone and they still have my money. There is something wrong with this. I have been waiting for an answer only to be let down.
So what do I do next now that all the prices are going up? Ive already paid for my flight and have only recieved confirmation no flight numbers or anything. This is a scary situation in which someone really needs to be notified of this companies false advertising and outrageous marketing campaign. I would tell anyone to try and avoid edreams at all costs...
Why didn't I read this page before! The exact same story happened to me. I want to book the flight, receive an email that something went wrong with the tranfer of money. Once they received the money, I get an email by "Alejandro Ruiz" saying the price of the flight has almost doubled! I am so annoyed and don't really know what to do! Which european agency should I contact about this?
I tried to reserve a flight from this site. First I used paypal just to get told that the payment failed and I have to scan my credit card, both sides and send it to them, which I refused to do. I tried to make a new reservation, this time it worked. Few days later I get told that the price of the flight has doubled and I have to pay more to get the flight. I definedly won't pay them any more and I want my money back ASAP.
I will never, ever use this site again, and I hope you don't do the same mistake either.
18/3/2011
EDREAMS IS A SCAM! DO NOT USE EDREAMS. Booked a flight from London to Nice, received an email saying I will receive another confirming the flight in less than 24hrs. 24 hrs later I call the very expensive customer service line where a spanish girl answers and keeps repeatedely putting me on hold then coming back to say I can't find your booking (she hasn't even asked my name!), then suddenly she 'finds' it and says it hasn't gone through and I haven't been charged. I say goooood. I check my credit card and I have been charged 12.59 by edreams: the booking fee! The [censor] took a booking fee without there having ever been made a booking by them. MAJOR SCAM AVOID EDREAMS
I have a feeling, my card will be charged an amount of the so-called booking fee or service charge even when now I have chosen to drop my purchase when they requested the front & back scan copy of my debit card & the scan copy of my passport! Too DODGY!
oh so agree we booked flights from dublin to london, after a few days i just clicked on my reservation to check the times and they had all changed it even said one of the flights where cancelled they never emailed us to tell us of the change and when i rang to get a refund they said no and they claim they can understand you ...SCAM SCAM SCAM ..never book with edream
Hi,
I just did the booking with edream from rome to paris. Same story they got approval from my ccard and no confirmation from airline tried to call hopeless and email are not return. They got 6 time approval from my credit card company. I think this company is fraud and we should complain to bbb.