On Friday the 22/05/2015 I came across the eDreams website when searching the Internet for one way budget flights. I had looked on several sites and they did seem to be offering the lowest price to my destination. It seemed legitimate as they were acting as a comparison website to bring their customers the best deals. I'm pretty sure this would be classed as false advertising due to my experience trying to book my flight through them.
I selected my flight and started the booking process entering all my details. When it came to the payment section I could only pay the original price quoted if I made payment with a Entropay Visa. I looked into the benefits of signing up for one of these cards, and also checked any reviews (why didn't I check eDreams reviews too) Entropay visa is a prepaid virtual Visa card used online as a secure way to pay. I signed and topped the card up from my current account to pay for my flight. To me this seemed like the best option, as by using this type of card I would get the best price on my flight avoiding airline service charges and taxes. This is what is explained on eDreams website. Although you can pay using other methods you will be paying more than the original flight price that is quoted.
I continued to book a flight using my new Entropay Visa. The payment was successful with an authorised operation code with the merchant shown as http://www.edreams.es, along with a terminal and order reference number date and time of transaction. I printed this page. Then nothing from eDreams no booking confirmation nor could I move from their payment page.
I checked my emails and had received the following from eDreams :
Don't miss out on your dream flight deal to London (SEN)
We've saved the flight to London (SEN) you were searching for on eDreams.
If you had a technical problem please call us on 0871 277 0709.
Otherwise take advantage of today's best price and complete your booking now.
IF YOU HAVE ALREADY COMPLETED YOUR BOOKING THEN PLEASE IGNORE THIS EMAIL.
I tried to call but it was out of business hours so would try again in the morning. I then logged back into my Entropay account and could see the money was pending and had been deducted from my available balance. I also continued to check my emails incase I received confirmation of my flight from eDreams a few hours later, due to it being out of their office hours. Nothing came!
The next morning Saturday 23/05/2015 I called eDreams and explained my situation quoting my order reference number. I was told by eDreams that no payment was received and my card had been declined and there was no longer any availability for the flight I was trying to book. Immediately I contacted my bank, as I believed that Entropay may not be legitimate and was concerned as I'd used my debit Visa card details to transfer money onto the Entropay card. My bank assured me that there wasn't any problems with the Entropay Visa, and advised me to contact eDreams again as I had an authorisation code and they should be able to refund my money instantly back onto the Entropay card.
Before contacting eDreams again I logged into the Entropay account and could see the money was still pending and still showing as deducted from the available balance. My bank had also explained that once a payment has been made and authorised it is the company that has authorisation who has the power to return it.
I called eDreams again, this time I was told yet again no flight booking had been made as there was a problem with payment and I would get a full refund with in 7 to 10 days. I was enraged, I questioned why if they had taken payment was my flight not booked? How could the issues be payment faults from my end? Why was their website still showing availability for the flight I wanted to book? Also the only reason I had used Entropay card was because their website had recommended it as a way of getting discounts on flight prices!
eDreams response was shocking, I could rebook over the phone if I liked using another credit or debit card, or be put through to their payments department to see if they could help me. I was put on hold and transferred to what turned out to be British Airways, after explaining my problems, I was told that they didn't actually offer flights either from or to my destinations. eDreams must have put me through to the wrong department and I would have to call them again. I called again this time furious, I explained again and seemed to have the same lady I had previously spoken with. I asked to speak with a supervisor or senior member of staff. This was not possible and she then apologised for any inconvenience caused and said I would receive a full refund within 48 hours.
I then checked eDreams again, there it was the flight I was trying to book, same price and availability a Flybe.com flight. I contacted Flybe.com and the HELPFUL man on the other end of the phone explained a few things to me.
First of all he had never heard of eDreams but could look to see if my passenger name was booked on the flight or if any attempts were even made to book me the flight.
There hadn't been and he understood how frustrated I was with eDreams, he would do his best to match the quoted price and I could book direct through them. I did this and was also told there was a lot of availability still left on that flight on 2nd August 2015.
The next morning Sunday 24/05/15 I logged into the Entropay account only to find the money was no longer pending and had been deducted from my card and transferred to eDreams. I contacted eDreams again, yes they had received my money and no booking was made and still hadn't been for the flight and would do their best to get me a refund ASAP. I asked how to make a formal complaint and where I could send an email to expressing my concerns about their company. In response I was told to follow the instructions on their website as to how to contact them.
I have emailed explaining all of the above and as yet have had no response or refund. After researching eDreams a little more there is complaint after complaint of them withholding money from customers and not booking flights, holidays or false advertising of products, only making refunds after 30 days, some people never receiving a refund and very poor customer service. I have so far lost out on the money taken by eDreams, I'm dreading the phone bill at the end of the month as I believe they are based in Spain. It is also the time, effort and messing about, as well as me having to book the same flight with another company at an additional cost. In short this company is a joke!
