ComplaintsforE Dreams, LLC

• Initial Complaint

  08/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a plane ticket from ******************** through e-Dreams. The Airline Authorities canceled my flight. I requested : (1) putting me on a futureflight; (2) a Voucher; (3) and, a refund. The answers were always "no".My name is **** **** Pierre ******* My **** *********** Reference Number is R9DY45ZY. The plane ticket in question cost me $143.

  Business response

  09/09/2024

  Dear Mr. ******************* you for contacting eDreams. 

  After analyzing your contacts with our **************** agents, we can confirm that you were not refused the options that you requested. 

  Initially you asked for a schedule change and the agent informed you that ************ did not have the availability requested. You were advised to book another flight, perhaps with an alternative airline while the refund is requested. You were also advised that your payment was made directly to the airline and they would therefore need to refund you directly. 

  The refund application has been processed to the airline but they have yet to take the necessary action. We have escalated your case to their senior management and will continue to advocate on your behalf. Please rest assured that your case remains a priority for us and we are committed to resolving it for you as soon as possible. 

  Thank you for your continued patience. 

  Kind regards,

  eDreams - Travel Experience Team

  Customer response

  09/17/2024

   
  Complaint: 22197614
  
  Thank you very profoundly ! You helped me on 
  numerous occasions.
  
  Yes. It was after the airline canceled my flight that I made some requests. It's for the sake of saving the airline some money. I requested
  to be placed in a future flight /or, placing me in a partner's flight(...) /or, the reception of a Voucher.
  
  
  The e-Dreams Team Members were excellent ! Yes, I was advised about my payment. However, additional funds needed to be made directly to the ********************. The plane ticket would have to be changed: (1) *************************** (***) to *********************************************** (PAP); (2) *** to *************, ****** (3).
  The price of the plane ticket would have increased. Therefore, The ******************** Team decided to give me a refund instead. Again , because, the ******************** Authorities canceled the flight; and, not I.
  
  I accept the refund with an opened heart. I'm glad the refund application has been processed ...! Please, take your time. I understand they have yet to take the necessary action.
  
  Thank you very much for escalating my
  case to the relative senior management ! I'm pleased about the continuation of the advocacy on my behalf !
  
  Yes. I rest assured that my case remains a
  priority for you. Thanks again for the commitment to resolve my issue as soon as possible !
  
  **** ******
  
  Sincerely
  

  Business response

  09/20/2024

  Dear *** ******, 

  Thank you for contacting eDreams.

  ************ have now authorized your full refund and it has been processed to the card used to purchased the booking. Please see attached for the refund receipt sent to us by ************ demonstrating the refund processed to the card ending in 1099. 

  From our side, we have refunded you your service fees as a gesture of goodwill; please also see attached for the proof of refund. 

  Once again, we would like to apologize for your experience, we hope that the refund shall go in some way to restore your confidence with us. 
  

  Kind regards,

  eDreams - Travel Experience Team
  
  

  Customer response

  09/23/2024

   
  Better Business Bureau:
  
  
  Hello, Ms. ***************** B.B.B. Team came through for me once more ! I thank the entire Team Members for the perfect performences! I wasn't guilty and proved my innocence to the BBB Team Members. I would not have received my past refunds / current one /or be heard in the absence of the BBB Team Members' intervention.
  
  I ***** **** Piere ******) accept the Business Response.
  
  Yves Moreau 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  08/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Dear eDreams Customer Service,I am writing to formally request an immediate refund of $69.99, which was charged to my account in relation to your eDreams Prime subscription service. This charge was made without my informed consent, and I find your practices regarding subscription enrollment and transparency to be both misleading and unacceptable.It has come to my attention that numerous complaints have been lodged against eDreams concerning the unclear and often hidden processes by which customers are enrolled in the ********************** ************** Many customers, including myself, were not fully aware that they were subscribing to a paid service, let alone one that would be automatically renewed without explicit consent. Such practices raise serious concerns about transparency and fairness in your business operations.As a resident of Florida, ***, I am protected under various consumer protection laws that require clear and conspicuous disclosure of any recurring charges or subscriptions. The lack of such transparency may constitute a violation of these laws, and I am prepared to file a legal dispute to recover my funds if this issue is not resolved promptly.Furthermore, your practice of making it difficult to manage or cancel such subscriptionsevidenced by reports of malfunctioning or unresponsive website featuresonly exacerbates the situation. This not only frustrates customers but may also breach regulations governing fair business practices.Given these concerns, I hereby demand an immediate refund of $69.99. Please be aware that if this refund is not processed within 14 days, I will escalate this matter by filing a formal complaint with the Florida ************************ and pursuing any other legal remedies available to **** trust that you will take this matter seriously and provide the requested refund promptly. Please confirm receipt of this email and provide a timeline for the refund. Sincerely,******************************************

  Business response

  09/05/2024

  Dear *******************************,
  
  Thank you for contacting eDreams.
  
  You made a booking with us (booking reference number *********** ) on 23rd July 2024.During the booking funnel, you opted into a 30 day free Prime membership in order to receive a discount.When opting in to Prime membership, you are joined by 6 million members who enjoy the benefits of exclusive discounted fares, prioritized and personalized customer service channels available 24/7, as well as many more exclusive offers and promotions.Please note, it is not possible to make the payment for your booking without choosing Yes or No to Prime membership.
  
  When you received your booking confirmation email, you also received an email titled 'Welcome to Prime', which detailed the terms and conditions of your membership.
  
  The below was specified to let you know that you would be charged after 30 days if we did not receive a cancellation request from you:
  
  Terms and conditions
  Your subscription ends on 22-08-2024. On that day, you will be automatically renewed at $*****/year.
  
  As we did not receive a cancellation request from you, you were charged ***** USD on 22nd August 2024.
  
  However, on this occasion, as a unique gesture of goodwill, we have now cancelled your membership and refunded you the subscription fee.
  Your refund of ***** USD has been processed to the card you used for the booking.  Please allow 5-7 working days for the bank entities to transfer funds between them.
  
  Kind regards,
  eDreams - Travel Experience Team 

  Customer response

  09/06/2024

  Dear **************,
  
  Thank you for your assistance in handling my complaint. I have received the refund of $69.99 from eDreams, and I am satisfied with the resolution of this matter. Please consider the complaint resolved and close the case as answered.
  
  Thank you again for your support.
  
  Best regards,
  ******************************************
  
  
  

• Initial Complaint

  08/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a flight on 6/25/2024, i paid ****** this included the flight, baggage and flight insurance for two travelers through edreams for an allegiant airline. I realized i booked the wrong days. I wasnt able to modify the flight directly on edreams i had to go to the actual airline to correct the dates. after modification of the dates, it was determined that this was a cheaper flight that I should have received a ****** credit for the new flight. however edreams used their own credit card for the purchase so the credit went back to them. I spent over 3 hours arguing to receive my credit and they refused. the flight insurance is useless. they even threaten to cancel my flight. I did contact ***************** about the issue. they say it a know problem but can help me. I just want people to be aware that these so called discounted ticketing websites are a scam and that they have shady practices. I just want my credit that was owed to me for the cheaper flights. Ive made serval complaints to edreams company with no resolution.

  Business response

  09/05/2024

  Dear Ms. ************************ you for contacting eDreams.
  
  We have thoroughly reviewed your case, and found that you opted to change your booking using the eDreams Flexible Date Guarantee on June 25, 2024. Following this decision, a new flight was successfully booked for you at no additional charge on June 26, 2024.
  
  However, we also noticed that on August 29, 2024, you initiated a chargeback process with your financial institution. Please understand that when a chargeback is requested, your bank temporarily holds the payment while both parties present their arguments. From our side, we will provide evidence that the booking was not issued fraudulently. Given that there is no evidence of fraud, it is likely that your bank will settle the dispute in our favor. However, the resolution timeline is determined solely by your bank and can typically take up to three months.
  
  Because your payment is now under your banks review, we are currently unable to process any further actions regarding your case for the next 90 days. This matter is now in the hands of our finance department, and cannot take any further steps at this time.
  
  We hope this information helps to resolve your query.
  
  Kind regards,
  eDreams - Travel Experience Team 

• Initial Complaint

  08/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  During the pursuit of my refund of $394.77 under the connection guarentee scheme, I am being told multiple excuses to deny me the refund. The excuses were like (1) the invoice of the hotel not being in my name(the hotel was booked by my wife and the invoice has both my wife and my name on it, the hotel booking confirmation also has my name on it), (2) I stayed in a 5-star hotel and they cover only 4-star hotels for reimbursement(the customer service *** I spoke with on July 21st said clearly that where ever I stayed will be considered for refund). The hotel I stayed on the night of July 20th was the cheapest hotel with airport transfer(required for reimbursement as per connection guarantee policy of eDreams) available on the night of July 20th , (3) Excuse that I need to have at least 8 hrs. of time gap for the next available flight(I had to take a room because my next available flight was at least 16 hrs. from July 20th 9:30pm. My next available flight was on July 21st at 5pm). With my frustration, when I asked to if they had any other excuses that they would like to throw at me, they keep saying that they will escalate my case. This is clearly causing frustration and agony while following up on my refund request. Added information is in the rationale document.

  Business response

  09/05/2024

  Dear ********************, 
  
  Thank you for contacting eDreams.
  First of all, we sincerely apologize for the experience you have had with us thus far, as our main goal is our customers satisfaction. 
  
  After receiving your complaint, we conducted a thorough analysis of your case. We have confirmed that you are indeed entitled to the full refund for the hotel under the eDreams Connection Assistance Guarantee. We acknowledge that when you first contacted us, you were incorrectly informed that you were not eligible for a refund. This was due to an isolated error by one of our agents, and we sincerely apologize for this mistake.
  We have provided feedback and additional training to the agent involved to prevent this from happening again in the future.
  
  We have now processed the full refund for your hotel stay to the payment method used at the time of booking.
  Please allow 5-7 working days for the bank entities to complete the transfer of funds.
  
  Once again, we would like to apologize for your experience, we hope that the refund shall go in some way to restore your confidence with us. 
  
  Kind regards,
  eDreams - Travel Experience Team 
  
  

  Customer response

  09/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  08/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a flight using eDreams for $260. That was using ***************. *************** moved my flight 14 hours and theres for allowed me to cancel it for a full refund. They issued the refund to eDreams but eDreams is only saying I get $186 of the $260 back.

  Customer response

  08/25/2024

  This clearly shows that spirit says they credited back $256.58 to eDreams and $30 to my credit card for when I chose a seat on the plane later. And as you can see since spirit issued that amount for sure then eDreams is only giving me 186 with no reason of keeping the other $70 it is not for a seat or anything else that I booked I did not add luggage or anything. 

  Business response

  09/03/2024

  Dear Ms. *********************** you for contacting eDreams.
  
  First of all, we sincerely apologize for the experience you have had with us thus far, as our main goal is our customers satisfaction.
  Please note that eDreams acts as an intermediary between customers and suppliers, facilitating bookings in accordance with the policies and timelines set by the respective suppliers. We do not have direct control over the operational aspects of your flight. Responsibilities related to flight operations, such as, cancellations and significant flight changes, are primarily managed by the airline.
  
  In your case, your flight suffered a significant change, causing you to opt for a full refund.
  
  As an intermediary, we are obligated to adhere to the timelines set by the airline in such cases.
  Unfortunately, airline refund processes can be lengthy, and once an airline authorize a refund, it can take 68 weeks for it to be processed and sent to ***
  
  After checking with our finance team, it has been confirmed that we received your refund in two parts.
  We first received ****** USD Aug 25, 2024 and then ***** USD two days later Aug 27, 2024 totaling a refund of ****** USD
  The full amount of ****** USD has been processed to the card used to make the booking.
  Please see the attached proof.
  
  Once again, we would like to apologize for your experience, we hope that the refund shall go in some way to restore your confidence with us.
  
  Kind regards,
  eDreams - Travel Experience Team 

• Initial Complaint

  08/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company should have charged me with in us dollars but they charged me in Euros and due to which my credit card has put a fee on my account as foreign transaction fee of additional 200 dollars. Also they were suppose to charge me only 6427 .86 whereas on my bank statement I got charged *******.

  Business response

  09/02/2024

  Dear Ms. ************************** you for contacting eDreams.
  
  First of all, we sincerely apologize for the experience you have had with us thus far, as our main goal is our customers satisfaction. Please note that ********************** serves solely as an intermediary between customers and suppliers, facilitating the booking process to ensure a smooth experience. As indicated in your booking confirmation email, the fare for your flight was charged directly by the airline, while eDreams only processed our service fees.
  
  After investigating your case, we found that an isolated technical glitch caused your transaction to be charged in EUR instead of USD by Air India. We have reported this issue to ensure it does not happen again.
  As per legal obligations, we are unable to refund a credit/debit card for an amount greater than what was debited. Consequently, we are required to process your refund through a secure direct bank transfer.
  To proceed with the refund, we have sent you a private correspondence containing an encrypted link. Through this secure channel, you can provide us with your bank details. Please understand that without this crucial information, we are unable to initiate the refund process.
  
  Once we have received your bank details via the secure link, we will promptly process the refund. You will then receive an email notification confirming that the refund has been transferred.
  
  Once again, we would like to apologize for your experience, and we hope that the refund will help to restore your confidence in our services.
  
  Kind regards,
  eDreams - Travel Experience Team 

  Customer response

  09/03/2024

  I am not feeling safe to share my bank details. How about they refund the 200 dollars on the credit card I used. 

   

  Thanks

  Customer response

  09/04/2024

   
  Complaint: 22172821
  
  I am not feeling safe to share my bank details. How about they refund the 200 dollars on the credit card I used. 
  
   
  
   
  Sincerely,
  
  **************************

  Business response

  09/05/2024

  Dear Ms. *********************** indicated in your booking confirmation email, the fare for your flight was charged directly by the airline, while eDreams only processed our service fees totaling 1.58 USD.
  
  As per legal obligations within ** regulation, we are unable to refund a credit/debit card for an amount greater than what was debited. Consequently, we are required to process your refund through a secure direct bank transfer.
  
  To proceed with the refund of the foreign transaction fee of 200 USD applied to your credit card, we have sent you a separate email containing an encrypted link. Through this secure channel, you can provide us with your bank details. Please understand that without this crucial information, we are unable to initiate the refund process.
  
  Once we have received your bank details via the secure link, we will promptly process the refund. You will then receive an email notification confirming that the refund has been transferred.
  
  If you do not provide us with these details, we are only able to refund you 1.58 USD.
  
  Kind regards,
  eDreams - Travel Experience Team
  
  

  Customer response

  09/05/2024

   
  Better Business Bureau:
  
  I will communicate with the banker regarding providing bank details and reach out to the busines's soon.
  
  Sincerely,
  
  **************************

• Initial Complaint

  08/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of Transaction:The original booking was made on 15 January 2024.Amount of Money Paid:******* ***** paid for a round-trip flight from ****** to ************ on 19 January 2024, and from ********* to ****** on 29 January 2024. The exact amount of the booking can be found with the booking reference number ***********.What the Business Committed to Provide:eDreams committed to providing a confirmed booking for ******* ****** flights. The booking was confirmed on 15 January 2024, and ******* received a confirmation email stating that the booking was successfully processed, with the booking reference number ***********. The email also mentioned that boarding passes would be provided no later than 8 hours before the flight departure.Nature of the Dispute:The dispute began after ******* decided to cancel his booking. On 25 June 2024, eDreams sent an email confirming the cancellation of the booking under the same reference number, ***********. The email stated that the details would be reviewed by an agent and that a request for a refund would be sent to the airline, which might take up to 30 days.However, despite multiple attempts to follow up on this matter, no further communication was received from eDreams regarding the refund. The cancellation was processed, but no refund has been issued, and eDreams has not provided any updates. Attempts to reach eDreams customer service have been largely unsuccessful, with minimal response and no resolution offered. This lack of communication and failure to refund the amount paid has caused significant frustration and inconvenience.Efforts to Resolve the Issue:I have reached out to eDreams multiple times on behalf of ******* *****, trying to get an update on the refund process. Unfortunately, the responses have been inadequate, and the refund has not been processed despite the 30-day timeframe mentioned in the cancellation confirmation email.

  Business response

  08/30/2024

  Dear Mr. ************************** you for contacting eDreams.
  
  First and foremost, we want to clarify our role in the booking process. eDreams serves solely as an intermediary between customers and the suppliers, facilitating the booking process to ensure a smooth experience. As indicated in your booking confirmation email, the fare for your flight was charged directly by the airline, while eDreams only processed the outbound flight, our service fees, and any additional insurance charges.
  
  As per legal obligations, we are unable to refund a credit/debit card for an amount greater than what was debited. Therefore, in your case, the airline is responsible for refunding the amount you paid for the flight tickets directly.
  
  After being informed that you had not received the refund, we promptly followed up with the airline on your behalf to clarify the situation. According to the information provided by the airline, the refund was processed on June 26, 2024. Please see the attached documentation confirming this transaction.
  
  We hope this information helps to resolve your query.
  
  Kind regards,
  eDreams Travel Experience Team 

  Customer response

  09/10/2024

  
  Thank you for forwarding eDreams' response to my complaint regarding the refund for the flight ticket booked for ******* ***** through eDreams.
  I would like to inform you that I have also communicated with **********, and they have clearly stated that any tickets purchased through a travel agent must be refunded by that same agent. The agent in this case is eDreams, and therefore, eDreams is responsible for processing the refund.
  Attached is a copy of Rwanda Air's email response, which confirms their position.
  Given this information, I do not find eDreams' response satisfactory. I kindly request that BBB assist in holding eDreams accountable for processing the refund as they were the booking agent for the flight.
  Thank you for your assistance in resolving this matter.
  Sincerely,
  ****** *******
  *************
  ******, ***** ZWE

  Customer response

  09/10/2024

   
  Complaint: 22168003
  I am rejecting the response from eDreams because ********** has clearly stated that the refund for tickets purchased through a travel agent must be processed by the agent. eDreams, being the agent in this case, is responsible for issuing the refund. I have attached the communication from ****** Air for your reference.
  I respectfully request that BBB assist in ensuring eDreams fulfills its responsibility to process the refund.
  Sincerely,
  ****** *******

  Business response

  09/16/2024

  Dear Mr. ************************** you for contacting eDreams.
  
  We would like to reiterate that eDreams acted solely as an intermediary in your booking, and the amount charged for your flight was processed directly by the airline, **********. As such, the refund for the tickets would have also been processed by them.
  
  As mentioned in our previous correspondence, the refund for your flight tickets was indeed processed by the airline on June 26, 2024, to the credit card ending in 5191. For your convenience, I have re-attached the confirmation of the transaction that we received from the airline.
  
  We encourage you to review your bank statements for the corresponding refund. If there are any discrepancies, we kindly suggest contacting Rwanda Air or your bank directly for further assistance.
  
  We hope this information helps to resolve your query.
  
  Kind regards,
  eDreams Travel Experience Team

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Nov. 17, 2023 I used eDreams to buy business class plane tickets for ******* 2 kids from ******* to ******, returning from ******** to ******* on Iceland Air. Our trip to ****** June 20, 2024 went perfectly. On our trip home, we arrived at the airport 3 hours before our flight & went to ******* Air to check in. At this time, Iceland Air said they did not have tickets under our names. I called eDreams: since I pay an extra $600 annually for their Prime customer service, I was able to get an ********************** agent on the line who tried to help. This eDream agent was able to provide ticket numbers. However, Iceland Air said those ticket numbers were not valid/associated with tickets in their system. The discussion between eDreams agent & the Iceland Air agent went on for 2 hours. No resolution reached: eDreams giving ticket numbers to Iceland Air *************** Air agent was saying those were not valid nor associated with any seats. Finally, I had to purchase new plane tickets for this same flight so that my children and I could get home, they were beginning to board. I then researched and I did find that originally eDreams said in the document attached that the charges I would expect to see were $3025.22 from Iceland Air & $1971.53 from eDreams. Transactions that actually went through include $3025.22 from Iceland Air, which was then later refunded. And eDreams transaction for $4878.40. When I asked eDreams, they said since Iceland Air transactions did not go through, that they purchased the tickets directly with Iceland Air & that was why the price was higher than originally quoted. Something went wrong because as I noted, Iceland Air did not actually have tickets for us homeward bound. I want 1/2 of what I paid eDreams back: $2439.20. As I've gone back to eDreams on this, they have now switched their story to say that Iceland Air reported that I missed the flight home, which I very much did not do as I was on that flight but with tickets I paid for a 2nd time.

  Business response

  08/26/2024

  Dear ***************,
  
  Thank you for contacting eDreams.
  
  First and foremost, we would like to clarify our role in the booking process. eDreams operates as an intermediary between customers and suppliers, facilitating bookings to ensure a smooth experience. As outlined in your booking confirmation email, the charges for your inbound flight were processed directly by Icelandair, while eDreams handled the charges for your outbound flight, our service fees, and any additional insurance coverage.
  
  Regarding the situation you encountered with your return flight, we immediately reached out to Icelandair for clarification. According to their records, you initiated a chargeback on January 24, 2024, and the tickets were subsequently refunded. Icelandair emailed you on January 29, 2024, to inform you that your inbound flight had been cancelled due to the chargeback actioned from your side, and the associated charges had been refunded. Please find the email they sent you attached for your reference.
  
  As the flight was cancelled directly with Icelandair and you have already received a refund for the tickets in January, no further refund is due from eDreams.
  
  Please note that, as with any service contract, it is legally subject to payment; if payment is not made (or refunds occur, as a chargeback) the service will not be provided.
  
  We hope this information helps to resolve your query.
  
  Kind regards,
  eDreams Travel Experience Team
  
  

  Customer response

  09/02/2024

   
  Complaint: 22151094
  
  I am rejecting this response because:

  The transactions that were processed on my credit card associated with this booking through eDreams include: 

  3x $1019.09 to Iceland Air (later refunded)

  1x $4787.90 to eDreams

  The three transactions that were made by Iceland Air were indeed refunded/cancelled. However, when I asked eDreams what the $4787.90 charge they made on my account included, ********************** stated that this included repurchasing the roundtrip plane tickets to ******* Air for my trip. It is these tickets purchased by eDreams on Iceland Air that should have allowed me to fly home. 

  In the original booking confirmation, eDreams stated that the charges I should anticipate included: 

  Icelandair: $3025.22

  eDreams: $1971.53

  If not for tickets, what was the extra charge that was made by eDreams (difference of $2816.40) from their original booking detail?

  On November *****, 2023 I received these transactions 3x $1019.09 to Iceland Air + 1x $4787.90 to eDreams and disputed those from Icelandair because they were duplicative to the tickets purchased by eDreams as part of the $4787.90 they charged me for this travel. 

  The total amount eDreams had confirmed to me for round trip tickets for myself and my children was $4996.76, as you'll see in the attached. So when $7787.90 was charged instead across all the transactions, I was told their was an accidental duplication of flights and to dispute the $1019.09 x 3 from ******* directly because eDreams had purchased the tickets as part of the $4787.90 they charged me. 

  Sincerely,
  
  *********************

  Customer response

  09/02/2024

  Supporting documents for my rejection of eDream's response on this query. Please note the following transactions that were made on my credit card: 

  $4787.40 eDreams

  $1019.09 x 3 Iceland Air

  The 3 charges from Icelandair were disputed and refunded due to the duplication of these charges that were allegedly covered by the eDreams charge of $4787.40. 

  The question I need answered is what did I get for the $4798.90 charge made by eDreams on my credit card? It was supposed to include round trip tickets for myself and my kids to and from ******* but what actually occurred was that there were no tickets for our return travel. So I had to repurchase tickets to get home. 

  Thank you for your help with this matter! 

  Customer response

  09/02/2024

  This is the note from eDreams where they told me that there had been an error but that they rebooked the flights which is why they charged me $4787.40. 

  Business response

  09/12/2024

  Dear ****************,
  
  Thank you for contacting eDreams. 
  
  Following a full investigation into your case, we have received authorization from the airline to refund you the requested amount following the confusion regarding the ticket confirmation. Once the refund has been processed in the coming days, we will notify you. 
  
  Once again, we would like to apologize for your experience, we hope that the refund shall go in some way to restore your confidence with us. 
  
  Thank you for your continued patience. 
  
  Kind regards,

  eDreams - Travel Experience Team

  Customer response

  09/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Aquien pueda interesar yo ***********************, en pleno uso de mi faculta, doy fe que lo que le eh dicho a ustedes es lo que paso. Yo compre 2 pasajes para mi hija y para mi con motivo de cumpleanos , para mi hija por la compania edreams, para viajar el 29 *******. ****** , lagos ******** ese vuelo tenia escala , con llegada a ******* y el vendedor del vuelo tenia que saber que era ****** , ******* y el tiempo de llegada tenian que poner ese vuelo mas comodo para los pasajeros no se demoren en bajar del avion y buscar el gate que la hora sea razonable llegamos a las 10:00 de la noche el vuelo era a las 11:40 de la noche y una empleada ******** nos dijo estan tarde no pueden abordar ese vuelo y nos dejaron como 2 estupidas sin darnos informacion de nada , yo tuve que pagar 180 dolares para dormir en hotel y pagar taxis de *** y vuelta y ellos ni se disculparon ni no buscaron la forma de abordar otro vuelo eso no fue que llegamos tardes por que como venden un vuelo que la persona no pueda ser cambio de avion y recoger sus maletas. Ellos estan supuesto pagarme una indemnizacion, por el mal rato que paso yo y mi hija sin comer nada y gastando dinero extra por el robo que hicieron en los pasaje que venden jugando con el dinero y el tiempo de las personas, mi hija lloro como una bebe y yo tuve que compra otro pasaje con otra linia aerolina, entonces yo no recibi un servicio que no fue mi culpa y tengo que perder todo mi dinero asi no , si tengo que ir a la corte voy hacerlo por y el derecho al cliente por fraude y estafa , yo creo que tengo derecho que un juez escuche mi caso por que, donde esta la ley que protege al consumidor de esos estafadores, mi dinero no esta demas y no voy apagar por un servicio que no recibi y yo tube que salir de mi vuelo y esperar maleta y ese gate esta bien lejos y primera ves yo llegando a ese aeropuerto, que no se donde estaba mi salida de embarque , me gustaria que ustedes le pongan presion ya sea con quien compre el vuelo, oh con *****,

  Business response

  08/27/2024

  Estimada *************: 
  
  Gracias por contactar con eDreams.
  
  En primer lugar, nos disculpamos sinceramente por la experiencia que usted y su hija han tenido con nosotros, ya que nuestro principal objetivo es la satisfaccin de nuestros clientes.
  
  Tenga en cuenta que eDreams acta como intermediario entre los clientes y los proveedores, facilitando las reservas, al tiempo que se adhiere estrictamente a las polticas establecidas por los respectivos proveedores. Las responsabilidades operativas, incluidos los horarios de los vuelos y las conexiones, corresponden fundamentalmente a la compaa area.
  
  Como intermediario, nuestro rol nos permite ofrecer precios exclusivos combinando vuelos que no son de cdigo compartido por las aerolneas. Para este tipo de reservas, incluimos nuestra ********************* de Conexin eDreams, que est diseada para respaldar a los clientes en caso de prdida de conexiones.
  Segn esta garanta, usted tiene derecho al reembolso completo del vuelo perdido, as como a una compensacin por la estancia en el hotel. Ya hemos tramitado el reembolso del billete no utilizado por un importe de ****** USD, que se ha abonado de nuevo en el mtodo de pago original.
  Por favor, concdanos de 5 a 7 das laborables para que las entidades bancarias transfieran los fondos entre ellas.
  
  Con el fin de procesar la compensacin para el hotel, le hemos enviado un correo a su email personal detallando los pasos a seguir. Le agradeceramos que nos respondiera a la mayor brevedad posible.
  
  Una vez *** nos gustara pedirle disculpas por su experiencia. Esperamos que esto contribuya de alguna manera a restablecer su confianza en nosotros.
  
  Reciba un cordial saludo, 
  eDreams - Travel Experience Team 
  

• Initial Complaint

  08/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My son and I were saving money for months to buy tickets for a trip of a lifetime. On April 9th 2024 I purchased those tickets using Edreams: *************** round trip for two from ******************************* to ******, ******* (with layover in ************) September 25th, return date October 2nd. In early June, I was notified (via email) by Iberia that our outbound flight from ******* to ************ was cancelled. I called Edreams and had our flight re-scheduled, now ******* to *******, and ******* to ******. A few days later, I received another e-mail from ****** letting me know that our inbound flight from ************ to ******* was also cancelled. I called Edreams again to re-schedule this flight, only to realized they still had us scheduled with the original outbound flight (cancelled by Iberia). I spent hours on the phone talking to at least 3 different Edreams customer care employees, but had no resolution or confidence our flights were properly re-booked. On July 13th I called Edreams and spoke with the supervisor, who could not offer me an explanation or resolution. We had no other alternative then but to ask for a refund. I was told by the supervisor the refund could take up to 30 days. I waited exactly 30 days (today) and no word from Edreams or any refund was made in my credit card. I checked Edreams app for my refund status and I quote what I read "request pending airline authorization". Today, my son and I had to make the difficult decision to cancel our plans for our trip to *******, including requested time off from work and reservations we already made for hotels and other transportation arrangements. I cannot begin to explain the disappointment and heartache this ordeal represents for us. It is devastating! Our trip and vacation has already been ruined. All I ask is that our money is recovered, all $1, ******. Thank you for your help!

  Business response

  08/21/2024

  Dear ******************, 
  
  Thank you for contacting eDreams.

  First of all, we sincerely apologize for the experience you have had with us thus far, as our main goal is our customers satisfaction.

  After receiving your claim, we conducted a thorough investigation and discovered that an isolated technical glitch within the booking platform we share with the airline prevented your ticket from being re-issued correctly.

  Please be assured that we have already forwarded this issue to the respective team, and the glitch has been resolved. As part of our commitment to correcting this situation, we have processed the full refund to your original payment method. Please allow 5-7 working days for the bank entities to transfer funds between them.

  To further apologize, we would like to offer compensation for any non-refundable hotel costs you may have incurred. To proceed, we have sent you a private correspondence and kindly ask that you to respond at your earliest convenience.

  
  Once again, we would like to apologize for your experience, we hope that the refund shall go in some way to restore your confidence with us. 
  
  Kind regards,
  eDreams Travel Experience Team 

  Customer response

  09/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩