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eDreams

United Kingdom

Consumer complaints and reviews about eDreams

ceb Send email
 
May 16, 2016

Customer Service

I tried to book three flights through eDreams and one of the flights was declined by my bank because they suspected fraud.

eDreams emailed me to say that the flight purchase didn't go through and that I had to contact their customer services team.

I called and was on hold for ONE HOUR and no one ever answered and then the line cut out. This cost me £36.28 - which was about the same amount as the cost of the flight. I then tried to get hold of them repeatedly through Twitter, which they were a bit more responsive, but it still took them three days of me chasing and chasing for them to get back to me on the details of which flight was cancelled.

This is horrendous customer service. I can't believe I spent that much money on a phone call for no one to ever actually bother answering.
jilly1 Send email
 
May 12, 2016

E dreams scam

Same as previous complaint . There is either something seriously wrong with their computer system or this is a deliberate scam which amounts to fraud if deliberate.
You enter one date and there is no way of changing date unless press " change search date to right hand side" . It comes up with prices etc for the dates searched but then on confirmation email says different dates! If try to explain they simply blame you .We are taking this further if not resolved immediately and have already got advice.
darrel Send email
 
May 9, 2016

Scamming Customers

This company is a complete scam. I did an online booking leaving london 18th May returning 20th May. Once the booking one done it came up ad leaving 20th May and returning 20th May.
They not answering calls and are charging £1.02 per mins. They seem to be generating mistakes which require telephone calls and then generating revenue from the calls. Appalling
yuliya Send email
 
Apr 29, 2016

travellng dokument

on 14.04 I booked a flight+ hotel to Rome Italy. I had not received any receipt or conformation letter.
On Saturday I called to customer service and after about an hour I was left with not an answer to my question. Sunday the story was the same Monday a girl who answered after an half of hour said that the flight wasn't booked on the first place. She did her job and I received flight number and voucher for hotel. I was so happy till I checked in myself with Easy jet. When I printed the board cards on of my friend became a man instead a woman and one of the letter in her surname was missing.Tuesday I did call again and I was told that every thing is my fold and when I asked to speak with the manager I was told that I can't do it because the manager is busy and if I wand changes I needed to pay extra 50 pounds. On next day call again other girl on the line ,so polite, so helpful. She cat the line and ring on my mobile phone said that she needed time to check and to do the changes. Thursday morning, SURPRISE_SURPRISE I received new boarding card and one letter came back to the name other was gone. call- answer and -/Madam I am sorry, but I need time to read my colleaques notes and I'll come back to you/ When who knows? I haven't got an answer
I DON'T KNOW HOW MUCH I'LL PAY FOR ALL OF THE CALLS< BUT I KNOW THAT I'LL NEVER USE eDREAMS WHICH NEED TO CNANGE THE NAME TO NIGHT MARE
charly Send email
 
Apr 27, 2016

stole 3 flight from me

Return ticket

GO : Barcelona - Istanbul -(+8 hours)- Kiev
BACK: Kiev - Istanbul -(+8 hours)- Barcelona

My Bad, I have to see my flight leave without me because I was late at the checking EVEN IF I HAD NO LUGGAGE TO CHECK IN

Let´s agree on the worst plausible case scenario: Since I had to wait anyways at istanbul for 7 hours, i can take the next flight there, wait 3 hours and keep on going with my life, travel etc.

NO F*** YOU say E DREAM, You have bought one ticket with everything on it. Since you do not check in, you can not use any of the flight you were supposed to. Meaning what?

FORGET ABOUT YOUR CONNECTION!!!
Anything else?
Oh yes by the way, FORGET YOUR RETURN TRIP AS WELL because thery are on the SAME TICKET


I am a good player, in the best of all cases they only stole 3/4 of my flight

DO NOT FLIGHT / BOOK / OR ANYTHING ELSE with EDREAM.

Best of Love for the rest
Hedda Send email
 
Apr 27, 2016

Would not accept cancellation

I booked a flight to Frankfurt for my 86 year old mother and when the confirmation came through it was via Istanbul arriving the next day. We rang immediately was put on hold and then they ended the call. We rang them 4 more times and same happened. I rang next day they told me the flight was in refundable. I said this was rubbish as 24 hours had not passed. They told me to ring the airline. The airline confirmed they didn't have the booking. I rang edreams back was put on hold and then they hung up. Went online and emailed customer services who told me to ring them. I replied no point as no one prepared to deal with me and I wanted the refund. I have threatened them with my solicitor, the travel agent ombudsman to move avail. They are charlatans and they should be stopped from trading as they are clearly ripping customers off. Don't deal with them
CatarinaLucas Send email
 
Apr 17, 2016

Unauthorized charges

Today I tried to book a 2 way flight and my credit card was declined probably because it reached its limit of credit available for the month. Nevertheless since I was not sure this was the case I choose the option to try to pay once more. After this I was informed that edreams had charged me 3,32€ to keep my reservation and that I needed to pay the rest either by phone or bank transfer. At no moment I was asked if I'd agree to this which is why I expect to receive a total refund of these 3,32€ since I no longer wish to make this reservation and I never authorized this charge. I expect to hear from you as soon as possible.
FBsoares Send email
 
Apr 8, 2016

Edreams worst company and customer service!

Dear Edreams Customer Service,

On 21st of January I’ve bought a ticket from London to Lisbon with return on Edreams website. Two days before the flight when I was due to do the online check in, I found out that there were no reservations details so I’ve emailed the customer service for some assistance on the matter.

On the following day, E dreams sent an email saying that the flight was cancelled and suggesting that I could book another flight in their website. I was shocked with their response, as the only email that I ever received was a confirmation of my flight with a booking reference and I never received any notification regarding to a flight cancellation.

I called immediately the customer service to resolve this situation however the assistance given to myself was absurd. They started to give me different excuses why the flight was cancelled without notification like Internet connection failure, and increases in prices. I asked to speak to someone in the company that would be able to resolve the issue, but I was never redirected to anyone that could assist in the matter to the point that the person I was talking to hang up on me without resolving my issue.

When I accepted that I lost my flight because of Edreams incapacity and failure to solve this awkward situation, I received an email on the day that I supposed to return to London ( 28th March) saying the flight from British Airways – reference YEXRHU was delayed. Again I was perplexed with this information and I called to British Airways asking for more details and they said that the reference did not exist however they didn’t understand how come I received information about that specific flight.

Ultimately E dreams failed entirely in perform their service and deliver an appropriate customer service. I feel an immense disappointment and frustration with this situation. My desire was to travel back home and celebrate Easter with my family and friends and I wasn’t able to do it.
Angel_ Send email
 
Mar 29, 2016

Booking refund

Disgusting service! They charge for the calls. You cannot cancel or change your booking online and eDreams don't have email you can write to. They want you to spend money on calls.
To cancel the flight I had to call airlines directly but I booked it with eDreams why they can't do it for me. And eventually customers get charged for cancellation!!! Ridiculous!!!

IT WAS FIRST AND LAST TIME I EVER BOOKED ANYTHING WITH THIS FRAUD COMPANY eDREAMS!!!!
cazalun Send email
 
Mar 22, 2016

Edreams

We booked a flight with edreams,MORE LIKE NIGHTMARES,TICKET no EVANS/ALUN01DEC2015 BHX DXB for the 1st Dec,First the price on the tickets was,£1,072.23,the amount taken from the bank was £1248.20.then they booked us from Birmingham to Mumbai with 30 kilos of luggage, when we got to Mumbai , they had put us on a domestic flight with only 15 kilos luggage, so we were fined 7000 rupees = £ 70 pounds, where they expected us to put the extra weight we do not know( how stupid). We had to leave most of our luggage there as it would have cost us another £70 pounds .I have never traveled with a company so BAD that it has no thought for its customers or their feelings it should be stopped from trading, conning people out of their money and spoiling their holidays. PLEASE STOP THEM.I would also like compensation for all the trouble they put us through.

Edreams Edreams Edreams

kalacox852 Send email
 
Mar 12, 2016

terrible customer service, INCORRECT ITINERARY, zero apologies from company

We booked almost $3,000.00 CAD with edreams for round trip tickets to Thailand from Vancouver with 2 layovers on each leg of the journey. On our return flight our itinerary clearly states that we would be transferring planes in Huangzhou to Shanghai and flying for 4.15hrs in economy class. However, upon arrival in Huangzhou the airline informed us that flights to Shanghai had been cancelled almost 4 years prior and that the only way to Shanghai was by taking 2 busses through rural China that totalled more than 5 hours in transit. The airline took no responsibility for this and informed us it was the booking company's fault and that we should contact them (which of course we could not do from China with our Canadian phones). Of course, we did as we were told and got on the busses as required. On these busses we were racially attacked by the bus driver and ridiculed by the fellow bus passengers for our race and inability to speak the language. The journey was in every sense of the word, a living hell. When we finally made it back to Vancouver and placed a call to edreams explaining our situation they refused to take any responsibility and pointed fingers back at the airline. We begged that they take it up with the airline and figure out who was going to accept the responsibility for putting their customers through hell and that the very least apologize and refund us for that leg of the journey. They assured us that they would and that we would get a call back within 24hours. After waiting 48 hours we placed another call, were forced to recount our entire ordeal for a second time and were assured we would receive a call back in 3 business days. Again we did not get any call or email back and had to place a third, fourth, and fifth call back spanning over 2 weeks. Everytime they claimed they could not get ahold of the airline (whose offices are for the most part open 6-7 days a week in larger cities) and assured us they would keep trying. No one at the company seems to be exerting any effort on the matter and the company as a whole seems to not care at all. They seem to be hoping we exhaust and simply go away silently despite their grave error in our booking and complete lack of customer service following. At this point I would strongly recommend you never book through edreams. They are a hideous company with no regard for their customers or their safety and happiness on their journey and will offer you no assistance for weeks should you have any issues with your travel. Do not use edreams. The small monetary savings you receive by booking through them are not worth the disorganization and lack of empathy you will receive in return.
Judyliz Send email
 
Mar 9, 2016

Edreams baggage scam

As with so many of the complaints above, we paid for two sets of luggage to and from a recent flight to Malaga only to find that Ryanair only had payment for luggage out and not for the return journey. We noticed this a couple of days before flying back so visited the Ryanair desk at Malaga Airport where a very helpful lady (who was totally unsurprised by this) suggested we take it up with Edreams. We couldn't get through to them on their VERY expensive phone line and so just paid for the luggage direct with Ryanair (€60). We shall now try to get a refund, although, having read all the other complaints it looks as though we are wasting our time. They really shouldn't be able to get away with this but they make it very difficult to actually complain as, on the website, their customer service team link doesn't seem to have a link to 'complaints'!

We're not totally sure if this is an actual 'complaints site' for Edreams or more of forum but though it worth a try. Will obviously never ever use Edreams again.
Pauljoburns Send email
 
Mar 1, 2016

Edreams

Edreams are either a complete shambles or they are very dishonest either way I will never go near them again and would not recommend anyone else to do so either , the Internet is full of complaints of them scamming money from people

They have a habit of accidentally on purpose leaving paid for baggage off your plane tickets so when you get to the desk you are forced to pay the inflated rate for your bags . They did thus to me and on looking on the Internet I have seen they do the same thing to many others. They then muck you around when you try to get a refund continually asking for the same information, when they eventually did acknowledge I had sent all the proof I'd paid, they agreed to give me a refund , they then kept asking for my bank details when I asked where the cash was even though I sent them the first time they asked. Nothing ever appeared in my bank account and now when I ask what's happened i get no reply

Never book anything through edreams
mirkhalid Send email
 
Jan 30, 2016

compensation

my booking ref X6LTJE i booked 3 ticket on 22-01-2016 unfortunatly we missed our flight due to london heavy triafic so i called edreams to get another ticket but the costomer service was very poor on hold for 55 minutes then offered me a ticket £550 one way to sweden . on 27-01.2016 was our return ticket so when we got to airport 55 minutes before flight we been told that our tickets are been canceled so i called them again and was on hold for 65 minutes then they said was an erorr on our computers and the tickets caceled automaticly after long talk they offered us next evning flight .....my children missed the school i missed my work my badest experaince i ever had now i decided to talk to my solicitor to do somthing about it to get a compensition
Spanner77 Send email
 
Jan 26, 2016

Money owed to me from edreams

Edreams owe me £239 they refuse to tell me why they withheld this from my refund and now when I press them they now don't recognise my ref number or email address all a total farce and when you ring the refund dept they never pick up the phone . An appalling and dishonest company
Spanner77 Send email
 
Jan 26, 2016

EDreams con men

Well I have never ever had such disgusting service in my life they have partially refunded my cancelled holiday or they say they have I'm still waiting to see the money. As a nice bonus they kept £239 for no reason what so ever and refuse all requests as to why . Their refund line has not answered in 12 attempts and now funnily they have no reference matching my number or my email address how strange this has been wiped from their system. It was not my fault our flights were cancelled but Edreams have stolen money from me and reuse to discuss why!!! They are a dishonest company never ever use them I will make a point of informing as many people as I can about the worst company in the business
Bowen4 Send email
 
Jan 24, 2016

E-DREAMS ARE A SCAM!!!!!!!!

If i could put less than one star i would!!!!!!!!

The worst service and treatment i have ever experienced!!!

I am extremely disappointed and angry at the service they have provided!!!

I booked 4 return flights from Liverpool to Alicante for the 14-18th April 2016. I made one transaction of £682. Unfortunately, i received an email stating that my outbound flight from Liverpool (with ryanair) was unconfirmed. However, the return flight from Monarch was confirmed.

I have rang edreams (which costs a lot) today only to be placed on hold for over 30 minutes to then be told "we will email the local department" - Still no explanation as to how one flight is confirmed but the other flight is, even though the payment was one transaction.

I have no received an email stating my flight has gone up £200!!! I have rang edreams again and now i have been placed on hold for a further 30 mins!!! If i had booked through ryanair i would not have experienced such problems.

You provide no solution and inform me i am now having to pay a ridiculous increase in price where I am now stuck with flights from Alicante to Liverpool!!

Not once has an agent contacted me to apologise or to help, I am left with calling a number which charges their customers a stupid amount and no solution has been provided.

This is the worst service i have ever experienced when trying to book a holiday!!! Ultimately this website is a scam and i advise everybody to book directly through the flight companies!!!

DO NOT USE E-DREAMS!!!!!!!!!
stella.rawson@talktalk.net Send email
 
Jan 19, 2016

Refund of luggage

We decided to cancel hold luggage. I thought I had paid both ways but was told only one way. I booked EasyJet flight through edreams and called them twice about the refund. I got an email from EasyJet saying £80 would be refunded back to the original payment method. I have just checked my credit card statement and edreams have only refunded £24!!

In view of reading other complaints it would caused me too much stress to pursue any further and in addition would add further expense with probably no result.

DO NOT TOUCH EDREAMS

Senior citizen
Craig Wood Send email
 
Jan 14, 2016

EDREAMS washed their hands when airline went bust

I booked flights for myself and my wife from Cardiff via Amsterdam to Tallinn Estonia. Booked in June 2015 it was for a vacation for New Year. Cost 567 pounds, The flights from Amsterdam to Estonia were with Estonian Air. As the trip approached I received an e-mail from E-dreams in November advising that I needed to check the flight tickets. No mention of anything more. Of course after many calls to no one and e-mails I deceided to check myself what may have happened. I then found out online that Estonian Air had gone bust. After numerous calls to E-dreams I finally got through to them. I explained everything to their representative on the phone and she reluctantly took all my details and after approximately an hour on the phone advised that the reimbursement of my money would be made in due course less an administrative charge by edreams. Meantime I had to rearrange my trip book new flights with another airline and change all my hotel dates. After some weeks I had received no funds from edreams but they had debited my account with administration fees. After many e-mails it was clear they were not going to pay and eventually advised me to contact Estonian Air. I did and after many weeks of filling in details and e-mails I was eventually refunded 547 pounds. So basically short of my original outlay and an additional fee that edreams charged for nothing and around 30 pounds for phone calls as they are based in Spain. All I'm saying is if you value your money and you want to have a nice holiday without any hassle DO NOT USE EDREAMS. They are DIABOLICAL!!!
martin underwood Send email
 
Jan 13, 2016

edreams

paid edreams for return luggage from Lanzarote but had to pay again 140 euros on the airport as edreams had not paid Rynair
will not reply to emails with a refund, i will pursue this through the courts.. it will cost them in the long run! TRUST ME
Rita senior Send email
 
Jan 8, 2016

Edreams

We booked a flight from Alicante to Perth, Australia for Xmas & new year with family.
Itinery stated we had access rail link to Madrid airport watch was included in the price. ( we phoned to confirmed this ).
On arriving at Alicante train station, showing itinery with return rail price confirmed, we were not allowed on the train until we bought return tickets at a cost of 219 euros. So we had no choice but to pay yet again !
Now we have no way of getting a refund as do not get replies from emails or no one answering any phone numbers for help.
Anyone got advice?
AMCF Send email
 
Jan 6, 2016

Had to pay twice to check in luggage

I booked my Christmas flights through E-Dreams as couldn't find the flights I wanted going home to Dublin for Christmas Eve. I paid their administration fee which was I thought quite high but accepted it as I got the flights that I wanted home.
I didn't need to pay for the luggage in my outbound flight as it was with Cityjet and luggage was included in the price.
However I did need to pay for the luggage for my inbound flight back to London with Ryanair and paid this money to E-Dreams.
When I got to Dublin airport to drop my luggage off at the Ryanair desk I was told that E-Dreams had not infact passed on the £40 I paid them to Ryanair to check in my bag so I had to pay a further €55.00 in order to check it in. Needless to say I am fuming. When I contacted E-Dreams they advised me that I need to complete their "online form" and submit it to them - then I will receive an email to which I have to attach a copy of the receipt of my duplicate payment to Ryanair. This is the only way that according to them I will get a refund. I cannot open the link to their "online form" but I'm not giving up. I want my money back - Watch Dog - here I come !!!

Do not use E-Dreams they are a joke !!!!!!
altafraja59 Send email
 
Jan 4, 2016

dont trust edream agant

The dont trust edream agent. They not give email and cant sort out over the phone. Not refund n yr west of time on call. Dont book again with edream. I call 3days but still not sort out and not give email and not give refund. Please dont trust edream
altafraja59 Send email
 
Jan 4, 2016

refund

The edream agent not give refund and not give email address. Only call and that hold 30 minit after that pick call.after pick call talk 30 minit. The call charge 15per minit and still not sort out. We need call continue 3 days then sort out yr refund. They not give email address and we cant email to edream. Please dont trust edream.
jackiewhite100 Send email
 
Jan 4, 2016

edreams

do not touch edreams with barge pole - the company creates nothing but problems and takes 6 weeks and lots of phonecalls to india and many emails. still waiting for my refund!!! this is the worst company I have ever dealt with. you book a package and expect transfers bur guess what they are not included!!! so booking with them is a very costly mistake.

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