eDreamsReviews 14,319

Hi all,
I purchased a roundtrip flight from Athens to Mexico (Dec 23- Jan 20,2019) from the eDreams website. I bought my ticket as early as August 18th, 2018 so as to get an affordable price- being on a student budget.
On October 25,2018, eDreams informed me that the airline operating the flight, Alitalia, had cancelled my return flight from Mexico to Rome, and that it was offering a ticket refund, or that eDreams could find me an alternate flight.
I opted for the refund and was told i would receive it within 3 months, and i received a confirmation email from them in this regard on October 26,2018- confirming "the exact amount of the refund is 795.36 gbp and should appear in your account within 3 months." [ATTACHED] This is minus the 50 GBP they deducted as a service fee.
I accepted the loss and bought another roundtrip ticket from Athens to Mexico, which cost me 1,400 EUR (so 30% more than my original ticket), assuming i would receive the refund within the 3 month period, and would be able to manage.
It's been almost 6 months since i was promised this refund. I have called eDreams customer support over 10 times within the past 2 months, and they keep telling me that Alitalia has not processed the refund yet. And when i call Alitalia, they tell me that as per their regulations, they immediately refund third-parties in case of a cancellation.
I don't know what else to do... every time i call eDreams customer support i just get different excuses as to why my refund has not yet been processed, or they tell me to fill out a complaint form- which i have done twice already.
I refuse to let eDreams get away with taking my hard earned money- 900 EUR that took me 6 months to earn at my university job! Absolutely unacceptable
Has anyone else had this problem with eDreams?! If so, how was it resolved?

Booked 3 round trip tickets tickets price went down with refundable frame called customer service was placed on hold for over 45 minutes only to be cut off tried for several days to get through eventually to be told that it was now out of the time. Even with emails and documentation. I was even told I only had 24 hours as I looked at the 48 hour policy while on the phone. This is absolutely the worst customer service and experience

Hopefully anyone thinking of booking will book directly with airline or more reputable company.

In March 2018 I bought 2 air tickets from Lima to Cuzco for travel on 18 December 2018 [AU$231]. When we attempted to do an online check in at 9pm on 16 December we got a message from LC PERU saying 'admin error'. We discovered at 1030am on 17 December that our LC Peru flight had been grounded/cancelled by the Peruvian government on 24 November. EDreams thus had had 23 days to 1. Inform us of the grounding 2. Offer us a refund OR 3. Book us on a flight with another domestic airline [There are about 40 flights each day from Lima to Cuzco.] We had heard nothing from them! We then discovered that EDreams has NO customer service phone numbers in the whole of South America. We visited two LC Peru offices in Miraflores about 15 minutes taxi from our hotel but ominously they were closed. We then taxied right across Lima to the airport [50 minutes/ US$20] We then spent 3.5 hours arguing our case with LC Peru staff at their check in desk. They insisted that we were EDreams responsibility not theirs. They did however give us a 'secret' phone number to phone EDreams Barcelona. A man in their Barcelona office denied all knowledge of us and our ticket purchase. Then said "If you need any further help you will have to call us because we won't be calling you." and hung up.
Eventually LC Peru staff assisted us to get an alternative flight to Cuzco with another air line. On 24 November all LC Peru flights had been grounded by the Peruvian government due to safety concerns. [Nothing from EDreams about this.]
Back in Australia we requested our bank to have the AU$231 Visa Card transaction reversed and after 3 weeks they refunded the money into my account.
EDreams had the right for 30 days to challenge this reversal but they never did. They knew they wouldn't win... especially if it went into a Small Claims Court here in Oz... and with the EU precedent that if a flight is delayed more than 4 hours each passenger is entitled to 600 euros compensation.
On 08 January 2019 I received a generic email from EDreams informing that LC Peru had gone bankrupt. Their only communication with me in 10 months.
Beware!

I was new to using low cost airlines in Europe. Flybe directed me to eDreams and shame on them. This site is a total and complete rip-off. In March of 2019 I ordered two tickets that totaled about $300. They don't tell you they will charge $100 "mediation" fee. You can sort of find it in their T&C's but they are not specific what they will charge. They claim to be Europe's largest site. I find that very hard to believe. My next email will be to the consumer affairs within the E.U. - You have been warned. Stay away from these crooks.

The return flights were advertised as $135 dollars. I got an email confirming that & saying these flights are in my local currency. When I checked my bank account they had charged me $190 Turns out the website is American though there is nothing to indicate this And booking domestic flights in Australia I presumed it was in Australian dollars. The worst is when I cancelled my flights (which I paid extra to have the option) they refunded me less than the amount in American dollars! Total scam! Several phone calls & multiple emails later it still hasn't been resolved Never use this company.

I chose to book flights with eDreams for the first time a year ago- I was looking forward to a trip to Australia in September 2018. I showed up to the airport to find the flights were cancelled. When I called eDreams, after two hours, I was offered to have them rebook my flights in the next few days (losing 25% of my trip). When I asked if the return flights still existed, I was told "no". Granted, the flight cancellation was done by the airline, Virgin Australia.

I was told the refund would take 1 - 3 months. It has now been 6 months. EDreams has NEVER contacted me. I have called them numerous times. When I first called, I was told by eDreams that the airline was holding up the process. I called Virgin Australia and was told they issued the waiver code in September, when the flight was cancelled, and that they were waiting for eDreams to file for the refund. I called back to eDreams and was told to wait two weeks. I called back and was told the airline wasn't answering their calls and that my case was being escalated. I called back; same story.

I was told I could escalate the case by going online and filling out a form, which I did. I have never been contacted by any representative of eDreams.

This brings us to today. I called eDreams again and was told Virgin Australia is not releasing my refund and that eDreams was escalating my case (again). I was told they would have my refund in a week and someone would contact me.

I called Virgin Australia (for a second time). When I explained what was occurring, I was told if I contacted eDreams and had someone call them today, they would issue my refund. Great! A solution! One I found, not eDreams, but a resolution.

I called back to eDreams to inform them of the good news. I was told by the phone agent they were working on it and not to call back.

NEVER EVER EVER work with eDreams. The worst customer service!

*******276 My flight from Xizhou to Shenzhen was converted at the last minute. No problem. The biggest problem is that you can only confirm this by telephone. I was on that monent in Hong Kong. A call to NL with the absurd waiting times (over 2 hours) cost me more than Eur 250.-. More than entire ticket. If you want to report a complaint online you chat with a robot. After 15 chat finally contact employee who send me a link up to 3x with complaint form which does not work. I still do not know how to get the costs reimbursed. CONTINUATION: finally received a response by mail. Evidence submitted at the request of employee. Then again nothing more heard. Mail sent to mail but no answer. Hope that my adapted response provokes antwoird of e dreams. This is apparently the only way to get in touch. I have to book tickets for my business partners and myself again in the coming week. But do not do this via e dreams. What a crappy way to go with customers.

A minute ago
Unbelievable service and
Hi
I booked a ticket for me and my family and that was to and fro.
My ticket costed me 536.00 and the filight got cancelled by the airline so I called them to get a refund and the first person I spoke to says " sir we can only refund 348 $ and as when I bought premium seats that is extra and that is their service and cannot be refunded." Their reason is that they did not cancel the flight.
I don't understand how that is possible.
I understand if they say they have fed deduct the service fee but I don't understand why the seat fees will not be refunded.
They are not at all professional and I have learnt my lesson always book with airlines directly.
I don't understand how these people are allowed to do business in USA.
They also say they have to ask the airlines what the refund amount is before telling me and then also the seat fees they sold me are no refundable because it is a service they sold and they need to get paid even if o don't travel. Dosent make an sense.

Where do I start?
Money deducted from oberseas bank account.
Flights showed as pending.
Outward flight confirmed and return pending.
Took outward journey and now still no return flight confirmed - money was deducted for the return flight X 2 people.
No email. Nobody answers. Automated reply at helpdesk telling you to call them
No number provided. Number found through an external source and it is an american number incurring cost of overseas call. Nobody answers.
Now have to purchase new flights.

Reading all the reviews I now see this is the norm for them to take peoples money and not provide a flight confirmation. Nobody gets refunded. This is illegal. So how are they permitted to operate?

I booked my flight last night. One of the flights has been confirmed and the other is still pending. There is no phone number to reach anyone and the 'live' chat is a program replying with standard answers. It also says that you can cancel your reservation but there is nowhere to do that. When booking a trip you cannot be expected to 'wait and see' if the flight actually happens. It is a shame that you have to go to great lengths such as this to get someone to speak with you. I do not recommend this company.

This website is 100% a scam, i purchased the highest level of trip cancellation, and ALSO cancelled one hour after I booked (well within their 16h grace period for cancellation) and received an email confirming my cancellation, saying I would get a full refund. When I went to look on my account, my trip had not been cancelled and I am still receiving flight updates, when I let them know via online chat- i was told by a bot that my trip was not cancelled.

After countless hours wasted trying to contact them- i have still heard nothing back. Do not waste your time and money- this company is a complete scam and I will be pursuing them in small claims court.