Dear Sir/Madam

I purchased some return flight tickets in March to Istanbul to the value of £568 but was charged 949.5 on my bank statement. I have spoken to several of edreams advisers who have advised me that you are the best people to contact to sort this out as quickly as possible. I am so far, very disappointed that it has taken so many communications with your company and this issue is still yet to be resolved. Please can you advise me how this can be sorted out quickly, without me having to seek legal advice.

Regards,
Assia Bourane

It was very smart to cancel my booking and charge my account. We will see what can be done here. Thank you for changing my plans and work.

eDreams is claiming my flight was non-refundable, when it WASN'T! They're now refusing to honor my cancellation, except for about $40 of the $838 I paid. Here's what they said:

"Your eDreams booking reference number: 783473281
Thank you for your recent enquiry regarding the cancellation of your reservation.
The flight ticket you have purchased is a non-refundable ticket as per the terms and conditions displayed or advised at the time of booking . . . . You are entitled to claim a refund of your airport taxes to the value of GBP 25.66 (USD 40 as per today's conversion rate)."

This just isn't true! Nowhere did it say the flight was non-refundable when I bought it! This feels like such a scam--they're just tricking people into handing over their money, especially by selling a "premium service" to make it easier to cancel flights that then turn out to be "non-refundable." Too easy to hide behind the internet.

BOOKED FLIGHTS TO MALTA RETURN WITH EDREAMS... BIGGEST RIP OFF COMPANY EVER... CHARGED ME 34.00 EXTRA FOR DOING JACK... SENT THEM EMAILS AND SURPRISE THEY DONT RESPOND...
THINK NEXT COURSE OF ACTION IS TO REPORT TO TRADING STANDARDS...

DONT USE EDREAMS... CON ARTISTS

I booked a return flight with dreams to Santa Cruz de la Palma. Only the outgoing flight was confirmed by the company and when I questioned the inbound flight I was told that unfortunately it got cancelled (however money got charged by e dreams). I had to buy another flight and at the end discovered that a booking has been made after all....

So now I am booked on two flights on the same day, ended up paying for both and waiting to hear from edrems to see if they refund me for their complete incompetency....

I am planning to contact Watchdog and European Consumer Centre since this is against any consumer law....

AVOID this company at ALL COST!

We booked flights and thought we were booking with Air Lingus direct as that was the site we had searched for. Then when we booked our flights, Edreams took an additional £40 for an Admin fee ???? Why £40 when we thought we were dealing direct with Air Lingus.
They were not interested in our complaint.
DO NOT USE AND DO WHAT EVER YOU CAN TO STOP OTHER USING THIS COMPANY. We will never use them again.

Just booked flights to Dublin when we thought we were booking direct with Air Lingus. So how surprised we were when an additional £40 was added to our bill for Edreams admin fee. They weren't bothered at all when we complained and kept on about this part of the page / That part of the page.
We will never use them again and will do all we can to stop anybody else using them.

I believed I had booked 5 seats this included one for an infant child - I knew there would be hidden costs and had an idea that an advertised price of £160 would be circa £190 however when my confirmation email came through from the airline only 4 seats had been assigned due to the child being under two years old. I contacted e dreams and they were useless, They did not "seem" to understand and just said you got what you ordered. I asked if they could check the rate for the day I booked but obviously they couldn't. so my £160 fare turned into a £225 fare and we now have to sit a very tall 18 month old on our knee for 5 hours.

DONT USE THEM!!!!!

They are a bunch of con artists. I booked a 3 flights from Manchester to Koh Samui via Helsinki and Hong Kong plus return in September 2014 to fly out in January this year with Finnair. I ordered extra leg room on 4 of the flights (2 out and 2 return) which they duly sent me 2 days later the iternerary which included the seat numbers. I paid by debit card.

In December I received another itinerary with the seats not listed. I checked with Finnair and they confirmed that they hadn't been paid nor recieved any bookings for extra legroom seats on my tickets. I eventually got through to Edreams and spoke to a well rehearsed con woman who like a record just kept repeating "it was not on your ticket" "it was not on your ticket"...I was lead to believe at the original booking that the seat numbers alloted to me would be on my boarding pass and not on the ticket.I had to pay another £120.00 to reserve the original seats. I have a impacted spinal problem and legroom is vital for me.

Now to the hotel they booked for me at a cost of £80.00 non refundable deposit.....wonderful pictures, all white linen and maroon silk in bedrooms, beautiful beach, excellent quisine etc etc. The hotel "Rich Resort" was a dreadful cave of a place I dont know wherer the got or faked the pictures from. Upon checking in in the reception area, which was not much more than a desk there was a very aged mongrel dog. It had no tail and someone had in paint or coloured ink and using the dog's anus as the centre point had painted a face. I was then lead up a flight of concrete steps to a first floor room on the main open landing which was right above the road. The road had no pavements which had none stop traffic mainly mopeds with little or no silencers on until about 3 am. To make it worse right outside my window literally touching it was a seating area with 8 Russian men and women all drunk, shouting and screaming and cavorting sexually until 4 am. I left the place and booked into a far nicer hotel. They are an utterwaste of time and money...DONT USE THEM THEY ARE THIEVES AND CON MEN.

To the manager of Edreams customer service,

Well where shall I begin?!?

I have been through a very frustrating journey trying to cancel 2 bookings! I have made several phone calls and every time I have to wait at least 15 mins to speak to someone and then the line cuts off half way through the conversation. There is certainly a problem with your lines. It took me 3 days in total to get the flights cancelled!

I have asked the assistant to call me back if the line cuts off but they said they can't do it! Can't see where the customer service is in that! Finally I got someone to call me back after several calls where I had to beg someone to call me back! The assistant who called me back took 30mins to cancel my booking! When we finished I said I would like to cancel another booking which is my friend's booking who was travelling with me, and he proceeded to say he couldn't do it because he had been on the phone with me for too long and there are other customers to assist!!!!! Unbelievable (meaning I'm not a customer???) I have never came across such appalling service in my life.

Every time I called different assistants gave me different figures for the cancelation fees as well as for the refund time!! It ranged from 3 days to 3 months!! The first time I called the assistant said it will take 3-10 days for the refund to happen, when I rang again and actually managed to do the cancelation it was 3 months for the refund to happen! Can anyone kindly explain me what this is all about?

Just to make things worse my friend called to cancel her booking also after several attempts with the lines cutting off after 15mins. She was cancelling the same return flight on the same days and she will be charged a different fee for cancelation and also her refund will happen apparently in 30 days!! 1st she was quoted dhs4200, 2nd time Dhs3950 and last but not least, 3rd time Dhs2400. Can anyone explain this to me? Why is her refund money and time different from mine when it is EXACTLY the same flight on the same dates? I was also charged a cancelation fee by Edreams.....and she was not. Clearly there is a lack of knowledge and competency amongst your staff!!!! Please feel free to listen to all the "recorded" conversations we had with your staff!! You will be shocked!

Once the flights were cancelled I didn't even receive an email confirming the cancellation! There is something seriously wrong with your services! I had to call again today to get an email for the cancelling and still didn't receive anything!!

Also to say, it took 10 mins for me to be charged your cancelation fee!! But it will take me 3 months to see my money back! I find all of the above completely unacceptable and I would like to make a formal complaint against your services!

Please find the bookings below regarding my complaint.
8GURP2
8GUQ42
Departure airport is Dubai.
I would strongly appreciate some form of feedback on the above and I would like the complaint to be made formal as I will not hesitate in using my lawyer to help me with this matter! Oh, and I have sent 2 e-mails regarding this and NO reply.....

I booked two return flights from London to Larnaca and selected direct flights only. I was advised whilst in the process "Congratulations you have secured the best deal on offer today" when I got the confirmation there are stopovers Gatwick to Oslo on the outward journey over 8 hours travelling and Larnaca Kiev over 11 hours travel on the return. I telephoned the helpline "a callcentre in India" to be told by Raj sorry maam the cost to change will be more than you paid for the tickets. I explained that it is not safe to fly to Kiev due to it currently being under threat from Russia and classed as a war zone also I was travelling alone with a child and very worried. He apologised and said the cheap tickets "almost £500 for two" could not be changed or refunded unless I paid another £400. Our summer holiday is ruined and I cannot email or telephone as there is no customer service help assistance on their website. This needs to be brought to Government International attention and the site shut down with the operators duly prosecuted and innocent people refunded. I am distraught as I cannot afford replacement tickets.
Has anybody been successful contacting this company???? please let me know.65

Dear Sir,

I used my credit card to purchase a US flight ticket from DC to Fort Laderdale Florida yesterday.
Citi Bank blocked my card stating that this is a fraud site.
However SBI card was used and my account was debietd for Rs 7438.21 but no ticket was issued by Edreams.

This is a fraud company and action should be taken to safeguard the interest of innocent customers.

Rana banerjee
Kolkata
India

I researched flights from London Heathrow to Rome for myself and 11 year old son. I proceeded to book a Sunday night flight (today) and just after I had input my credit card details I noticed the flight times were for the next morning (Monday). I backed out of the transaction and did NOT press proceed/confirm. I then booked the correct flight for tonight. I noticed that my emails from Edreams confirmed that I had in fact, 2 flight confirmations - one for Sunday and one for Monday. Both for the same passengers names, obviously…. Have just spent 40 mins holding on the phone to try to get some sense out of the Customer Services rep (conveniently situated in India) - who had little to say - other than we can connect you to an office in Barcelona(!) and that edreams will not refund the Monday ticket. Additionally, at £1.50 per minute - they are also racking up telephone fees. It appears that we are not alone in our frustrations in trying to deal with this horrendous company - they are an absolute disgrace.

I paid 1500$ for a return flight including the premium insurance. Unfortunately because of my job, had to extend my stay. So I asked 1 month before the departure date for a refund and they said I will get a refund... Weeks after, go only the airport taxes back which are nothing as compare as I paid.
I am very very angry because when I contacted you, you told me you canceled the flight and refund me my money back.
From now I still have nothing...
Thank you for the rip off

EDREAMS are rogues and should be stopped from conning people out of money, They advertise cheaper prices then when it comes to the final price if you have the wrong type of card you get hammered with charges I tried to navigate back out of my transaction but hit send instead. I cancelled the flight the instant, BUT EDREAMS REFUSED TO REFUND THE CHARGES. THIEVES, ROGUES, CON ARTISTS, YOU NAME IT

EDREAMS are rogues and should be stopped from conning people out of money, They advertise cheaper prices then when it comes to the final price if you have the wrong type of card you get hammered with charges I tried to navigate back out of my transaction but hit send instead. I cancelled the flight the instant, BUT EDREAMS REFUSED TO REFUND THE CHARGES. THIEVES, ROGUES, CON ARTISTS, YOU NAME IT

hidden extra booking cost
three easy jet tickets charge shown as Euro 349.38, however, e-dreams charge on my credit card extra 72 euro afterwards ! The extra charge not mentioned anywhere, only found out by checking my statement. I called them that it is nowhere mentioned about this extra cost ! What a rip-off! Will have my credit card re-issued with new CVV number, as I do not trust e-dreams.

Booked a round trip ticket with edreams yesterday, they charged me for a one way ticket to the destination, before letting me know by e-mail that the return flight would cost me $45 more and letting me know that the return flight might not be available. I responded to their e-mail and let them know that I would cancel the booking both ways. The e-mail came back because edreams does not allow an e-mail response. I then called their 24 hour US customer service number twice and the number is no longer in service. I filed a complaint about edreams with the carrier, Frontier Airlines, and with my credit card company who will fight the charge.
I checked online and many others have experienced similar problems.
Edreams is not a reputable company. I hope that this information will save others the heartache of dealing with fraud.

two easy jet tickets charge shown as £225.96, however, e-dreams charge on my credit card £261.97! The extra charge not mentioned anywhere, only found out by checking my statement. now unable to reach e-dreams! What a rip-off! Will have my credit card re-issued with new CVV number, as I do not trust e-dreams.

To the Edreams Managers,

I booked a flight ticket London/Tel Aviv/London (from 29th Dec to 19th Jan) under reference number 64W32Z. The price on the website was 242€ and went up to 263€ when payment was done (file fees and visa)
On the same day, I was informed that my work plan was changed and I called immediately you services (from Israel) to modify the fight.

On the second call, I got cut (maybe because call was too long).

On the third one, I discussed with one of your employees who managed to book another flight (from 11th Dec to 16th Dec) that I found on your website and was within the same price and then, announced that the difference to pay was 45€. She said, this ticket was more expensive on her computer than it was on the website.
I stayed on the phone with her for one hour (and of course, I will have to pay this!) to explain that throughout the modification request, I was online on the Edreams website and the cost of this flight was 239€. Therefore, I do not understand the 45€ fees and when asked to talk to the manager, he simply refused (a certain Luis that did not allow that I take his family name). They left me with the explanation that their information was not the same as the website and that I could not do anything. This is completely unfair and I consider that Edreams have robbed me of this money.

As a client, I feel really treated in the worse manner by a company giving an information that is totally different from what was in the website (and I kept refreshing the booking and the SAME amount showed throughout the hour!).
OF COURSE, Edreams management will not do anything about it and OF COURSE, will NOT care about this loss of money.

I don't even expect a reply from you but this was extremely frustrating (and costing) and hope that many more will voice their frustration to one day, lead to a really customer focus management rather than this!

Miss Ky

Dear E-DREAMS Colleagues,

I paid for a flight Budapest- Brussel- Lyon (2 Dec.2014) and Lyon-Brussel -Budapest (5 Dec 2014)
I asked for invoice many times but I didn't receive it.
I didn't receive nor the e-tickets.

My flight will be only a dream?
Please answer me ASAP!

Thank you in advance.
Laszlo

I made a reservation by e-dreams 3 weeks ago but I never got the electronic ticket and invoice.
The fly (Brussels Airlines) must be on the 2 Dec. 2014. Maybe it remains for me a dream?
Laszlo

Yesterday I booked two flights through eDreams, but unfortunately, within 10 minutes a personal emergency arose.
I immediately phoned them to cancel my flights, only to be told that they didn't cancel flights from budget airlines (only one of the
two flights was such).

I have spoken to both of the airlines at length (2 / 3 phone calls to each) and they tell me that they cannot cancel any flights made through a travel agent and that eDreams must be responsible for the cancellation.

eDreams not only positively refused to cancel my flights, even though I rang them in less than 15 minutes from having made the
booking, but they were also quite rude on the phone. I am a pensioner and I have just lost over 300 euros.

I am looking for a way to post this across the web - this company should not be allowed to continue ripping people off in this way !!!

Dear eDreams team,

I am extremely disappointed and upset about a booking I tried to make on Saturday with you.
I made a reservation but I never got the electronic ticket. My sister (for whom I was getting the ticket) spent 2h in the airport in front of the Air Europa counter, where they wouldn't allow her to check in because EDREAMS HAD NOT PAID THEM THE TICKET. She spent 1h on the phone with you in order to fix the situation, they said it would be done. The checkin counter closed (as in every airline 1h before departure) and 10minutes later I got a notification that A SECOND PAYMENT HAD BEEN MADE FROM MY CREDIT CARD OF THE SAME AMOUNT! Meaning, my sister was never allowed to check in or board the plane, and the amount of the plane was debited twice from my account. This is unacceptable.
1. It is not acceptable to charge someone twice the price
2. It is not acceptable to not pay the airline on time
3. It is not acceptable to pay the airline once the checkin counter is closed so the passenger is not allowed to board.

It is none of my problems your internal procedures. I did not get the service you are supposed to give and therefore I will take the necessary measures.

Have a good day,

Hallo Sir/Madam,



The booking we have made earlier with reference 5IHL9K has not been effected from your side as the e-ticket had not been issued and we failed to check in just before scheduled booking. Having found this difficulty to check -in and non issue of e- ticket from your side on 5Ihl9K, we are forced rebook the ticket with edreams again on the same flight schedule with another credit card for the same passengers as the travel purpose was unavoidable.



The second booking 5KT99W has been confirmed but with in the span of second booking you have issued the E-ticket for the first booking 5IHL9K and we travelled with first booking. There was a delay in issuing the E-ticket for 5IHL9K and you have deducted credit card for both booking for the same set of passengers on the same flight schedule of ETIHAD.



We have proof of email to confirm that for the first booking schedule , you have not issued the e-ticket and the corresponding reference number to check-in timeously, which resulted in forceful second booking.



It is unjust and unfair, not to refund the second booking 5 KT99W as you can see that it is same passengers and the same flight and more importantly the non- issue OF E-TICKET on the first booking up to the very close of the travel time.



I have received some email referring that it will not be refunded which is not valid as it was non issue of e- ticket timeously, and the matter needs to be attended with utmost urgency and seriousness and I request you to take this matter to the higher management desk and study the case thoroughly and come to a positive closure to this matter.


hope you will take it in a positive note and refund the 5KT99W as we may have to do business very frequently with you since travelling to India again is imminent.


thanking you,

MATHEW