Mohamed Ruzny
32,Bahirawakandha
Kandy , Sri lanka , 20500
[email protected]
+94767444764
05/09/2023

Edreams
Barcelona , Spain

Dear Edreams Customer Support Team,

I hope this letter finds you well. I am writing to address an ongoing issue regarding a recent booking and cancellation with your platform, and I kindly request your cooperation in resolving this matter.

On 28/06/2023, I made a booking through your platform for a Airticket with the following details:
- Booking Reference Number: 12016282910
- Amount Paid: $504.43

Unfortunately, due to unforeseen circumstances, I had to cancel my travel plans. I adhered to your cancellation policy and initiated the cancellation process. Subsequently, I was informed that I would be eligible for a refund of $504.43

To facilitate the refund process, I was provided with a transaction ID, 103781466, and an assurance that the refund had been processed back to my Visa card, which was used for the initial payment.

However, upon checking my card statement, I did not observe any refund credited to my account. This has prompted me to contact both the Commercial Bank Card Center and your customer support team multiple times. Regrettably, there seems to be a discrepancy in the information provided by both parties.

I believe that your team has acted in good faith and has indeed processed the refund as promised. I have attached the relevant transaction details, including the transaction ID, for your reference. I kindly request your cooperation in resolving this matter swiftly.

It is essential that we work together to rectify this issue, as I have been in a state of uncertainty and frustration for an extended period. The refund of $504.43holds significant financial importance to me.

I kindly ask that your team review the transaction and confirm the refund process. If there are any additional steps required from my end, please provide clear instructions so that we can expedite the resolution.

I appreciate your prompt attention to this matter and your willingness to cooperate in resolving this issue. I value your services and believe that this situation can be resolved amicably with your assistance.

I look forward to hearing from you at your earliest convenience. Please feel free to contact me via email at [email protected] or by phone at +94767444764 if you require any further information or clarification.

Thank you for your cooperation and understanding.

Sincerely,

Mohamed Ruzny

10991946254 Booking reference.
After months and too many communications I have now been informed that the eDreams Special Skilled Team (no idea who they are) has decided that I do not qualify for a refund. This after I have been assured time and again that I would be refunded for the ticket change I made. DON'T USE e-Dreams!

I was shocked when I got text on May 25,2022 at 13:05 that I got cut $59.99 from EDREAMS PRIME ANNUAL. I didn't register as a prime annual and they just cut me like that. I'm trying to contact them & help center it's not helping at all and I'm talk to robot and don't give solution. Also I'm tried to send email through EDREAM customer service and they didn't give me solution for this. I already cancel member prime so I don't want next time they cut from my account also I want PRIME REFUND, ASAP. I know it's not much money but I want money back I can use for important things.

I read & I heard so many negative comment about this website if I know soon I will ever and never use this website.

Hello

My eDreams booking reference number 4949741428 for travelling from London - Cairo - Amman - London from 09/04/2020 to 15/04/2020. The flight got cancelled due to Covid and I requested for the refund.

eDreams initially offered me voucher code, which I refused to accept and requested for cash refund, which after months and months of chasing, they submitted refund request with the airline in Feb'2021 and since than telling me that they are awaiting for the airline to approve refund.

However when I checked with the airline (Egypt Air) directly, they confirmed that they have refunded full money back to eDreams in May'2021 and that I need to chase eDreams to receive my payments.

There is no customer service, response to emails, tweets, chat etc etc - so will really appreciate your support in escalating this complaint and to recover my money from eDreams.

Thank you
Chirag

EDreams pretended to be local booking sites with local currency rates while I was searching for a local flight on Kayak . But that was a fraud . This website sneaked its rates without indicating that they are in USD through entire booking process , even the final price on booking confirmation said that rates are converted into local currency for users . Not so much! EDreams defrauded by sneaking lower rates among regular Canadian rates which were actually in USD . Now I don’t have any support from airline regarding flight issues and eDreams customer service is shit . I was transferred to an indian call Center which sucked . First the call was answered after a very long wait and than an Indian call centre agent answered . I called twice first he heard me and hung up on me . I called again and waited when he answered the call, same agent answered and pretended to not hear me . It’s been a crap experience. Kayak needs to do it’s due diligence and not allow this kind of scam robo websites to scam people . Really disappointed! Save your money and time people .
Thanks
Mariyam

Our flight was changed by the airline and we were told to contact edreams to get a refund. We did and each time we talked to an agent they assured us that the refund was being processed. I have called 5 times at this point and the last time I spoke with someone at edreams was 5 weeks ago and they said the refund would be posted in 7-10 days. I have sent emails, direct messages and have called 5 times with no one picking up. Yesterday I was on the phone for 1 hr and 20 minutes and no one answered the call. This is the worst possible customer service I have ever experienced.

Cant request cancellation, refund or voucher. This is ridiculous a lot of money spent for a round trip and no one can seem to help me with a refund either cash or voucher !

Edreams is the worst company.
They send me two different prices of ticket (when I made reservation and wheh they confirmed reservation).
I asked for my inovice, but they sent me 7 dys the same message: I am sorry for the inconvenience caused we request you to please wait for 72 hours I am escalating this case to our relevant department and they will assist your query. or: Please wait 24 hours.
7 days nothing.
I will send the messages froam agents and my e-mails to the investigation.

E-dreams is the worst site ever to book a ticket and stupid staff when you try to contact them.
They send my two different price of my ticket (when I mada reservation and whed reservation was confirmed).
I requested my invoice, but 7 days thea wrote me: Please wait for 72 hours I am escalating this case to our relevant department and they will assist your query.
I know problem is two different prices and they don't know what is correct price.
Today I sent all messages form agents and customer service for the investigation.

I booked with edream a round trip. They cancelled the outbound trip and kept the return leg. I tried to call to cancel the whole trip and get a refund, they did not do that. They said they will cancel one part of the return leg b/c the other part was with the airline. Yet even that they did not do. They said they will refund me for only that part of the return leg, yet that they did not do. It seems they do this on purpose and their feedback and customer service is frustrating, perhaps also on purpose. I strongly suggest not to book through edreams. This is one mistake I will never forget.

I tried to book a tickets for a 3 adults and infant, 6 months old. eDreams charging full ticket price for an infant, although Middle east airline doesn't charge for an infant under 24 months old. Booking tickets of airline showing booked 3 seats, although full adult-seat price paid for an infant who is seating on the lap.

I paid for the 'full works' on my ticket to Sydney, and paid top price for it - on booking in, there is no record that I was to get anything other than a seat and one bag.

Trying to contact edreams is impossible - their 'help centre' is ridiculous, there is no option for emailing or phoning when their FAQs do not relate to your complaint.

What do I do now? They should refund me part of my expensive ticket price, and they cannot be contacted!

I strongly recommend: do not touch this company with a barge pole!

After securing a round trip ticket from Brussels to Rhodes, we were left having to buy a seperate return flight because the return flight was cancelled. We were never informed of the flight cancellation cancellation. Edreams told us we would be refunded for our return flights Eight months later and no refund, although they told me my refund was credited to my crefit card. There eas jo refund to my crefit card. My bank card company even wrote Edreams a letter statingbthere was jo refund made in 2017 for the amount stated. Still, Edreams insists the refund was made.
Don't ever use Edreams!

I had worst experience with eDreams! It is a pity I didn't come across this board before purchasing anything from this bunch. Never had such experience before!!! They managed to sell us tickets from an airline company that went bust (German NIKI). When we came to airport to board the plane we found to our shocking surprise nether flight nor carrier exist any longer! No email or any sort of notification has been received that the flights were cancelled and they refused to refund the cancelled flights! The customer service is absolutely horrible. It was like a guess work to understand what they were saying on the phone. Avoid this company.

Been over 30 days and still waiting on my refund.
Tried responding several times to the email you send stating to respond but get a notification saying its a no reply email address. Then I contact several times providing my details and STILL ### WAITING! !!! USELESS AGENT, USELESS SERVICE, USELESS CUNTS!!!

Had a double booking fraud. First they claimed the card was not accepted. Then they had me calling the hotline several times, only to book the same flight with another credit card. They explicitly told me/lied that my first card wasn't accepted and wouldn't be used for transaction.
The next day I received a message from my bank, that the money hasn't return. That e-dreams still has the full amount reserved for my booking (even though I paid two times and they knew).
The next day I called several more times:
same incompetence, arrogance and ignorance and probably no result (they keep sending me transaction papers, which are total bullshit, since my money is still at their bank).

I was robbed by these people and have no possibility (yet) to do them justice. I would like to participate in any legal action against these people. Contact me via mail: [email protected]

Dear agents from e-dreams hotline, I have some kind words for you as well
People like you who hide their faces behind big (fraud) companies and scam people for their hard earn living are worse than scum.
I hate you with all my guts.

First I booked a flight with my Postcredit Value Card. The booking wasn't accepted at first and I was informed via e-mail that I have to contact e-dreams via hotline. I did it and they explained to me that my money was sent back to my account. I even got a screenshot from a transaction mailed to me. Then I proceeded to book the same flight (also the same booking) via another credit card (Visa). The woman of the hotline helped me in doing so.
Everything was fancy until the next morning when I was told by my bank (postfinance) that the money never made it to my account.
1st lesson: the woman lied to me and or misinformed me about the situation
2nd lesson: she persuaded me to do the booking with another credit card while they still used the first one to steal my money the next morning (maybe even after the call).

After 2 more expensive hotline calls today I learned another lesson:
you'll never get your money back, even if it's effectively stolen / scammed by e-dreams because e-dreams is a group of thieves who call themselves a company.

I'm open to participate in any legal activity against these people and won't hold back with expenses to put them down for their policy.
Please contact me: [email protected]

I find the company to be a rip-off. I will never ever use eDreams again. I already made the payment of more than £840. I have been making so many phone calls just to get a proper invoice. Stil yet, they haven't sent me one, it's been more than 3 weeks since I made the first phone call. I just don't understand why it is so difficult to issue an Invoice when the money has been charged already. I will tell my friends to avoid using the company. I am really really upset.

Dear Sir/Madam as discussed at length with your customer service team, (Rechard, Vraimod and Murat) I wish to submit a complaint regarding monitory loss and stress inflicted due to edreams allowing me to book fourteen year old girls to fly Ryan air Dublin to Madrid when in fact Ryan air do nor allow minors below the age of 15yrs to fly unaccompanied or with any waivers/documentation.Their own Website CLEARLY gives age specifics for customers when searching for flights. Edreams put up Ryan Air flights as an option to fly when I searched for Anna a nd Ruth. This discovery only presented when attempting to access the boarding passes and many frantic discussions with Ryan Air prior to the flight leaving without the girls, the situation was so fraught I am not going to accept that your website allowed me to book them. Ref 2846980356. and I plan to take this matter further.. Flights QRTK3 had to be cancelled with calls to you and Ryan air at more expence,( who in my extremes of upset were quite complacent regarding same)and new flights purchased, Please communicate with me on my personal email [email protected] this complaint. Regards Libby Edghill
please confirm this email has been submitted to the correct channel for complaints against edreams
Address
Larkfarm
Freynestown
Dunlavin
Co Wicklow
W91 T850
mobile phone 0868140543

eDreams? eNIGHTMARES more like.

I made a flight and hotel booking by phone - the Agent read it all back to me - I corrected her one BIG mistake [putting us on a 0630 flight instead of the 1625 one] - she re-read it back to me, correctly. I then paid, having to add on their 'service charges' and the airline booking fee. These charges WERE NOT SHOWN in their advertised prices. All of this took 34 minutes.

The Agent did not know the phonetic alphabet and so everything took an age to spell out and then for spelling errors to be corrected.

4 minutes later the confirmatory email arrived ....but with the WRONG flight - the 0630 one. I immediately rang back only to find that 'my' Agent "has just gone off duty!" Fancy that. I then had to explain what happened to another Agent - this took another 42 minutes. I had to pay for a new flight booking and was assured I would get my refund after "they have listened to the tapes and found where the error lay". I was told that "refunds are given within 7 working days.

For three days nothing happened! I rang again and this time spoke with someone who said she was "The Floor Manager". She assured me that the tapes would be listened to and that I would get an email or a phone call "that same day" to confirm my refund.

A further 3 days passed and still NOTHING. In the meantime I had written 4 emails, giving all the details and asking for a reply or even a personal acknowledgement, rather than just an automated response.

After 23 days I then wrote to the US HQ of eDreams and wow, I got a response saying that I would be getting a refund within 15 working days. 5 days later I finally got my refund.

The bottom line? Appalling customer service, actually no customer service of which to speak. Too many broken promises. Too many glib answers meaning nothing at all. Major error on their UK help line which do not help one at all. SIMPLY TERRIBLE.

You must form your own opinion, of course, BUT WE WILL NEVER USE eDREAMS AGAIN. And I WILL TELL ALL my friends and contacts of our experiences. They will form their own opinions, of course.

Roger Fielding

I booked and paid for 8 flights plus 4 bags to Faro. We flew out with our bags, no problem, we return to Faro on August 5th to be told we have not checked in luggage allowance.... how can I fly out with 4 bags but not fly back with them. I have confirmation from Edreams stating I paid for 4 bags. I had to pay £200 at Fara at the BA checkin desk. How do I get a refund for this amount please?

Hi everyone,

My recommendation before you ever book a ticket from e-dreams think twice and thrice. worst site ever to book a ticket and ###### stupid staff when you try to contact them. I booked a ticket from them and when my mum reached the airport, they said the information on the ticket isn't correct (they had wrong format of information when we try to book a ticket) they denied to refund any amount of money to us. when tried to contact them on phone their Staff supervisor named Yusuf talked so rudely and hung up the phone on me. Very poor service and very stupid and non-sense and useless staff.

Good afternoon,

My name is Carmen Jimenez. My eDreams booking reference number is : 2518110668.

In resume the problem is on the 30th of January of 2017 I made a reservation through eDreams for an Outbound flight London-Mallorca, which details can be found below. After that I received an email confirming both of my flights were confirmed, which evidence you can find attached.
After this I have never been notified that my reservation or part of it wasn't completed or had been cancelled.
Still today, 23th of May of 2017, when I access to my eDreams online account it is clearly stated that my reservation is fully confirmed and that the only thing I need to do is check in at least 24 hours before going to the airport, as you can check in the pdf of this live online application attached.
When I tried to do the check in online to one of the flights with the booking reservation code they provided me with this purpose I got an error, while I could do the check in online for the other flight following the same method.
When I contact eDreams asking for help to the problem, they told me for the first time that that flight is not confirmed and that the reservation that states as confirm in their online application actually doesn't exist, and that the only thing I can do is reserve new flights with they current price, which is around £700 more expensive that the offer they offered me and I purchased. That they won't compensate me in any way for their mistake.

Please find below the email I sent to eDreams some hours ago giving proof of their misconduct and the answer I received afterwards from the Customer service, completely ignoring all the evidences I state and just justifying their currently false confirmed flight, stated everywhere in their email and in their online application, with a sentence that literally says "the flight with Iberia is not issued yet please, don't go to the airport before you receive the confirmation email" which in any case means the reservation is not possible or has been cancelled or that I need to do further actions to get an alternative.


Please find below, email sent to eDreams Customer Services where I prove a serious misconduct of eDreams and attached the original documents that stand for it.

Good evening,

Further to the correspondence below and to the several phone conversations I have had to carry on with your customer service, please find below proof that eDreams has committed a serious mistake for which I own a compensation.

a) Please find attached original email from eDreams stating:

Departure From London (LCY) to Palma de Mallorca (PMI), with Iberia 22MOEI Confirmed

(Confirming ,as you can see highlighted in red, state of the flight and reservation number)

Next steps
Your reservation is confirmed. You will see the details and flight itinerary below. This booking is composed of flights of several airlines. This e­mail is a summary of your purchase and the proof of your flights reservation. The ticket for the flight with Iberia is not issued yet. Please, don’t go to the airport before you receive the confirmation email.
You can now check your booking status live from any device, simply by logging in to My Trips. Don’t have an account yet? Create it today! For your flight, the only thing you need to carry out to the airport is your boarding pass and documentation We recommend you to add no­[email protected] to your contact list in order to prevent our emails from going to your spam folder.

(Here, you confirm again my reservation and you state that this email is a summary of my purchase and the proof of my flights reservation.

Under this it is said that The ticket for the flight with Iberia is not issued yet. Please, don’t go to the airport before you receive the confirmation email. This sentence in any case states that the confirmation of this flight is pending or has been cancelled neither that I have to take further actions to reveal the state of its booking.

When I go to My Trips into my eDreams account, following the link you suggest in this email, to, literally, check my booking status live, I get to my live trip confirmation, as you can see in the attached pdf from your webpage)

Payment
Price and payment method

The total cost of your reservation is : £ 309.89
Terms & conditions about your purchase and privacy policy The details of the amounts charged to your card are shown below : ­ Iberia : £ 191.40 ­ eDreams : £ 118.4

(Here you state Iberia already charged me £ 191.40)

b) Please find attached current extract from your website when I enter in My account/My trips stating:

Booking status
Booking confirmed.
Congratulations! You're ready to go! Just check in at least a few hours before your departure to get your boarding pass.

Booking references

Get your boarding passes by using the references below to check in directly on the airline website approximately 24 hours before departure.

Londres to Palma de Mallorca 22MOEI
Palma de Mallorca to Londres ERQM6PJ

Summary

Departure Duration 2h 25m
Return Duration 2h 25m
10:05 - London City (LCY) Londres - Reino Unido Sat, 27 May
Iberia - IB 7545 - Operated by: British Airways Aircraft/vehicle type: E90 - Class: Tourist
2h 25m
13:30 - Palma de Mallorca (PMI) Palma de Mallorca - España Sat, 27 May
23:55 - Palma de Mallorca (PMI) Palma de Mallorca - España Mon, 29 May

Easyjet - U2 2278 Class: Economy
2h 25m
Summary
Departure Duration 2h 25m
Return Duration 2h 25m
10:05 - London City (LCY) Londres - Reino Unido Sat, 27 May
Iberia - IB 7545 - Operated by: British Airways Aircraft/vehicle type: E90 - Class: Tourist
2h 25m
13:30 - Palma de Mallorca (PMI) Palma de Mallorca - España Sat, 27 May
23:55 - Palma de Mallorca (PMI) Palma de Mallorca - España Mon, 29 May
Easyjet - U2 2278 Class: Economy
2h 25m

Billing information
Primary contact
Carmen Jimenez Fernandez M [email protected] Y +44 7455816241 Z Cadogan House, Gibraltar Walk, London, E2 7EJ, United Kingdom Total: £309.89 7 Congrats! That's an amazing deal

(That price includes again the Iberia flight)

c) To highlight the difference with a reasonable case, please find attached previous reservation I made also with eDreams in the past, in which, on the contrary of the current occasion, one of the flights was pending after I made my booking with eDreams. You can see how it is clearly expressed already from the subject of the email and afterwards in red that:

Booking unconfirmed Ryanair: 7NRVWZ

Booking references
You will need these codes for doing your check­in and for managing any enquiries related to your flight.
Departure From London (STN) to Venice (TSF), with Ryanair Pending
Return From Venice (VCE) to London (LGW), with British Airways 7NRVWZ Confirmed

(As you can see, there is no booking reference for the flight that is not confirmed anywhere)

d) Please find attached a second email I received in the past now confirming the previously pending flight from Ryanair, and giving me its booking reference, the same way my current booking has been confirmed now, with which I could finally flight:

Booking confirmation: DPH47D 7NRVWZ

Booking references
You will need these codes for doing your check­in and for managing any enquiries related to your flight.
Departure From London (STN) to Venice (TSF), with Ryanair DPH47D Confirmed
Return From Venice (VCE) to London (LGW), with British Airways 7NRVWZ Confirmed

e) I have not received neither during the 24 hours after my booking or during the almost 4 months following to the current moment any further email from eDreams informing me of any cancellation (I am sure anything went accidentally to my spam folder), so the only message I have had from you is the email in which you literally :Your reservation is confirmed. This e­mail is a summary of your purchase and the proof of your flights reservation.

In conclusion:
- eDreams offered me an outbound flight deal that I purchased almost 4 months ago.
- After that, eDreams sent me a confirmation email for both fights, that states This e­mail is a summary of your purchase and the proof of your flights reservation and that, whether if they really did it or not, informs me of The details of the amounts charged to your card: ­ Iberia : £ 191.40 ­ eDreams : £ 118.4
- Still today, eDreams states in his online application My account/ My trips
Booking status. Booking confirmed. Congratulations! You're ready to go! Just check in at least a few hours before your departure to get your boarding pass.

And for the reasons exposed above, eDreams, as a serious and reliable company that assures in its terms and conditions that In the event that, for any circumstance beyond eDreams, some of the orders which form part of your purchase cannot be processed, we will contact you immediately to inform and assist you and that has failed to do so, as exposed above, should offer me and the additional passenger in the currently live booking confirmation by your online application, with the Iberia flight we booked almost 4 months ago or a similar one for the same price you offered it to us originally, as it stands in your online application.

Please note the urgency of a response to this email, as the the related trip is in just four days time and I would be incurring in considerable problems and looses if you don´t offer me a solution to compensate for your system disruption.

Kind regards,

Carmen Jimenez


Please find below now the answer eDreams customer service give me to this email:

Dear Carmen Jimenez Fernandez,


Your eDreams booking reference number: 2518110668

We would like to inform you that as we have received your attachment with this email as an attachment and we have checked your reservation details and noticed that we have already advised you that one you will not received your second confirmation email from the eDreams for your booking confirmation then please do not go to airport or your flight.

However, we also advise you that which screen shot you have send us in PDF is clearly mention that the ticket for the flight with Iberia is not issued yet please, don?t go to the airport before you receive the confirmation email..

Moreover, we also advise you that we are unable to do any compensation for this booking.

Should you require any further assistance please contact our Service Centre on:

- United Kingdom: 0800 026 5815 If you are abroad please call +34 934920534. - United States: +1 929 270 4024 (available 24/7 customer service) - Canada (English): 438 800 3526 - Australia: 1300 330 719 - New Zealand: 98010262 - United Arabian Emirates: 800035702738 - Rest of the world: 00800558855 00

Once again, thank you for contacting eDreams and we look forward to being of service to you again soon.


If any inquiries arise regarding your eDreams booking, please visit our web-page and click on the "help" link. Here you will find all the answers to the most frequently asked questions (FAQ).

Yours sincerely

eDreams Customer Service.

Again, for the reasons exposed above, eDreams, as a serious and reliable company that assures in its terms and conditions that In the event that, for any circumstance beyond eDreams, some of the orders which form part of your purchase cannot be processed, we will contact you immediately to inform and assist you and that has failed to do so, as exposed above, should offer me and the additional passenger in the currently live booking confirmation by your online application, with the Iberia flight we booked almost 4 months ago or a similar one for the same price you offered it to us originally, as it stands in your online application.

I hope someone can help me with this problem.

Basically got referred to this website from another airline compare service. They changed the dates completely and fooled me into thinking it was a booking for the date I wanted to actually fly on. Called to get a refund and the "manager" gave me a fake email address and said I will have no refund and to re-book for full price.
Never again.

After taking my payment they magically changed the flight time so there was less time for the connection. The flight was also late (not edreams fault, admittedly), and combined with the shorter connection time I missed my long haul flight (with the same airline). Totally avoidable as I should have been flown to an alternative connection instead. Resulted in me getting home 24h later, with almost no sleep in between.

I would never book with edreams again.