I bought and paid for 8 seats and 4 bags on a return flight to Fara via edreams. On our return check in we were forced to pay a total of £200 for our bags yet we'd already paid for them. I even have a confirmation email from edreams stating this. How do I get a refund for this money? I am shocked at this service. I've travelled all over the world and never experienced anything like this before.

I am writing to you to raise an issue about: Edreams Travel Agents
The issue that I have experienced was: I always used EDreams and trusted it thinking that it is a well-established company with a good customer service. Unfortunately, I had the worse experience with you and I stressed over 3 days:
First time was when I called to change my tickets and paid 210€ thinking it was done and been told that I will receive a confirmation within 3-4 hours. Unfortunately I didn't t and I called back to ask for a confirmation for which I had to wait for 10 min and it was eventually the wrong confirmation.
In the airport, on the day of my flight BA advised me that you didn't issue our ticket and just have them in a segment so you took the money from us but didn't t pay them so they couldn't t issue a ticket.
To add to that, I waited 1hour and 10 min which I was charged £47.91 for as the call was to 08712777728 number to then have Harmeet Singh from customer service tell me that he couldn't do anything about it and apologised for the inconvenience because BA customer support weren't answering which is not the case because I was with them in the airport and they advised us that their customer support lines are opened. Eventually he asked me to buy 3 new tickets which Edreams will refund.
I will be awaiting for a refund for the flights which they agreed on but i need a refund for the phone call charges of £47.91 that wouldn t have occurred if it wasn t for their fault
It occurred on: May 21st, 2017
Edreams need to refund the 3 additional tickets that they made me pay for which they said they will do. But more importantly they didn t commit to paying for the phone call and it is alot of money! SO I need the £47.91 paid to my account as well!
I will hate to go to social media and complain publicly and upload the recorded conversation I had with Hamreet, so please make sure you refund me and have a good explanation for what went wrong.
I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply back via this email account.

Yours faithfully,

Nadine Daouk
Booking Reference: 2756845764
Customer service Reference: 28048623-1495350367

I booked a flight with eDreams for May2017 and paid a fee of £7.99 for alleged deal which offered me free of charge changes and cancellation. When it came to me calling up to cancel the ticket,as I booked flights just before midnight, a whole new story unveiled. First website said that cancellation does not mean refund!!!! How ridiculous is this!
Since I called the next day (after midnight) I was was no longer able to cancel for free and refund of only £120 was offered out of £670 paid.
I chose to move ticket to December instead and I was told that the £7.99 I paid did not mean that I will not pay extra for changing ticket it only means that I won't pay £25 but I will still have to pay £120 fee for moving flight plus difference in price which amounted to £455 extra!!
I ended up paying £1125 total for ticket I could buy directly with AirFrance for £890.70.
I am disappointed that reputable airlines work with such low level services.
They may have made some money out of me this time and may feel they have done well but for the rest of my flying life I will never go near their website again and I will make sure I circulate the message on social media.
The days of getting away with cheap tricks should be over.

Magda

I am pleased to say that I received a full refund of almost £80 for the calls that I made to eDreams customer service line (as above).
I had a good/quick response to this complaint. I hope that this will not happen to other travellers and hopefully eDreams will change their policy and not cancel paid for flights.

EDreams recently cancelled our return flights from Barcelona on BA without telling us. We noticed that we had been refunded into our account so we contacted them and they said yes there was a glitch and my husband and 2 year old daughter were not on the flight now but I still had a seat. (Even though we had flight confirmations for a few weeks and no email to say otherwise.) This was a week before departure. After over 10 calls I was now offered tickets for the same flight for approx £1000. I paid a toll to call them on their helpline - was on phone from 10am - 3pm (with breaks) no-one would help - just said sorry madam etc nothing we can do. My call kept being directed to call centres and everyone spoke to me in a robotic tone. I ended up missing my child's birthday party for part of the day. They finally reduced me to tears. Then i spoke about legal implications. On my last attempt about the flights I got someone who said ok they would help! They managed to put my husband and child back on now for some reason at same price! I said to customer service that they had put me through a lot of stress as all flights were too expensive etc and he just said well I've sorted it now. So from Friday eve (when we first noticed) until late Saturday afternoon I was in constant negotiations about a fight I booked for and paid for. It was an awful ordeal as we couldn't pay top rate to replace our flights and thought we would have to cancel our whole trip. Edreams didn't care - their service was awful. I was on hold for average of 20 min per call. I will never use them again. I can't enphasise enough how bad the service and upsetting the situation was.