Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/01/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 24, 2025, I booked two business class plane tickets through eDreams and was charged a total of $853.94. Later the same day, I received the official confirmation from the airline, which showed that the tickets were for economy class, not business class as I had booked.I immediately contacted eDreams customer service, and they acknowledged that they were unable to reserve the business class tickets as requested. They agreed to cancel the booking and issue a full refund.However, to date, I have only received partial refunds totaling $488.60 ($398.19 and $90.41). A remaining balance of $365.34 is still outstanding.I have reached out to eDreams customer service at least five times regarding this issue. Each time, I have been told they are working on it and to wait another 7-10 days, but no meaningful progress has been made and the refund has still not been processed in full.

  Customer Answer

  Date: 06/09/2025

  This issue was finally resolved last week after another attempt to contact the business about the refund. The customer representative realized there was a miscommunication on their side that causes the delay, and it has been fixed. The full refund has arrived. I consider this case resolved and closed. Thank you for the attention. 

• Initial Complaint

  Date:05/27/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction 4/30/25 *********** Cancelled a flight ticket and told to contact ******* directly. I did and Airline cancelled ticket and refunded amount to E-Dreams.E-Dreams refuses to credit/reverse charges. Working thru my credit card to dispute charges and E-Dreams refuses to acknowledge they have received a refund from airline.

  

  Business Response

  Date: 06/04/2025

  Dear Mr. ********************** you for contacting eDreams. 
  
  Following your voluntary cancellation directly with ******************, we understand the airline informed you that your refund would be processed back to eDreams. While the airline may have authorized the refund promptly, we would like to clarify that it can take up to 8 weeks for these funds to be fully processed and received on our side, depending on the airlines internal timelines and payment processing channels.
  
  We would also like to note that your original booking totalled ****** USD, and the amount refunded by the airline for the flight was 143 USD. The remaining cost of the booking relates to additional services you selected at the time of purchase, including the Flexible Product, checked baggage, and seat selection. These are considered non-refundable per our Terms and Conditions (************************************************************), which state that:
  
  3.1. Changes, cancellations, refunds
  "Our Intermediation Fee charged at the time of booking is non-refundable. This is because it is charged for the intermediation service provided by us, which is fulfilled when the booking has been confirmed to you. Other services (such as travel insurance, guarantees, etc.) are non-refundable according to their specific terms and conditions."
  
  That said, as a gesture of goodwill and in the interest of resolving your case promptly, we have refunded the full amount of ****** USD, which includes our non-refundable fees and services. Please note that your refund has been issued to your original payment method ***** ending in 0919) and should reflect in your account within 57 business days. For your reference, proof of refund is attached to this message. 
  
  We also wish to clarify that on 05/20/2025, our Finance Team was notified that a chargeback request had been initiated through your bank. In the event of a chargeback, your banking institution seizes the payment while both parties present their arguments. During this period, we are unable to issue a direct refund, as the funds are no longer under our control. Fortunately, the chargeback request was cancelled on 05/24/2025, allowing us to handle your case under normal circumstances.
  
  We thank you for your patience and understanding during this process. Should you need further assistance or have additional queries, please do not hesitate to contact us.
  
  Kind regards,
  
  eDreams - Travel Experience Team

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23382553
  
  I am rejecting this response because: Any fees associated with this flight were cancelled when the airline cancelled the ticket. I demand a full refund of $200.47
  
  Sincerely,
  
  *** ********

  

  Business Response

  Date: 06/05/2025

  Dear Mr. ********************** you for your message.
  
  We kindly ask that you please review our previous message carefully, as it outlines the full details of your refund. As previously confirmed, a refund of ****** USDthe total amount paid for your bookinghas already been processed to your original payment method. For your convenience, proof of this refund was included in our earlier correspondence. Please allow between 5-7 business days for the funds to appear in your account.
  
  We would also like to take this opportunity to reiterate that, as stated in our Terms and Conditions, our service fees, as well as any additional products purchased (Flexible Travel Dates Guarantee, checked baggage, and seat selection), are normally non-refundable in the event of cancellation. However, as a unique gesture of goodwill, we have included these fees in the refund total, ensuring the total amount returned covers the full cost of your booking (****** USD).
  
  We thank you for your understanding. Should you need further assistance or have additional queries, please do not hesitate to contact us.
  
  Kind regards,
  
  eDreams - Travel Experience Team

  Customer Answer

  Date: 06/05/2025

   
  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

  Date:05/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  eDreams refuses to return funds to which I am rightfully entitled, and has intentionally misled, delayed, and deceived over the course of over three years to maintain possession of my funds.

  

  Business Response

  Date: 05/26/2025

  Dear Mr. ********************* you for contacting eDreams.
  
  After reviewing your case, we can confirm that the refund for your cancelled flight due to COVID-19 complications was first processed on 03/14/2022. Please note that this transaction was initiated as soon as the funds were released to us by the airline. While the transaction was successfully issued on our end, it was later confirmed that the refund was rejected by your bank, as the account had been closed.
  
  However, once this was brought to our team's attention, we promptly re-escalated the matter and arranged for the refund to be reissued using the bank details you provided. The total amount of ****** USD was then sent to you via bank transfer on 03/19/2025. Our finance team has confirmed that this transaction was completed successfully, and we have reattached the transfer confirmation for your reference.
  
  We trust this clarifies that your case has been fully resolved, and that eDreams has taken all necessary steps to ensure the refund reached you. We kindly note that at no point has there been any intent to delay or withhold your funds. Our team acted in line with airline policies and worked to resolve the matter as efficiently as possible, despite the added complications caused by the COVID-19 pandemic.
  
  Should you need further assistance or have additional queries, please do not hesitate to contact us.
  
  Kind regards,
  
  eDreams - Travel Experience Team

  Customer Answer

  Date: 05/26/2025

   
  Complaint: 23324919
  
  I am rejecting this response because: It is not truthful. The amount returned to me was not equal to $305.50; eDreams converted funds for their own use; namely, the payment of fees for transferring funds. They also leave unaddressed that during the four years it took to process *part of* the refund, they repeatedly misdirected, deceived, blamed third parties, and otherwise engaged in unprofessional behavior. If only they were as responsive to consumers calling and writing to them directly as they were to BBB complaint filings, this would be moot, and their reputation less impeachable.
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 05/28/2025

  Dear Mr. ********************* you for your message. 
  
  We would like to kindly clarify that the full refund amount of ****** USD was successfully sent to your account via bank transfer on 03/19/2025, as confirmed by our finance department. A copy of the transfer confirmation was included in our previous message for your reference. Please rest assured that eDreams did not apply any deductions to the amount refunded. If you received a lower sum, it is likely due to processing fees charged by your bank or any financial intermediaries involved in the international transfer, charges which we unfortunately have no influence.
  
  That said, to help us better understand what may have occurred, we would greatly appreciate it if you could share a copy of your bank statement showing the exact amount received. Once received, we will gladly escalate the matter to our finance team for further investigation.
  
  We also want to respectfully address your concern about delays or a lack of transparency. When the refund was initially processed, it was later returned to us due to the closure of your bank account. As soon as this was brought to our team's attention, we took immediate action to reprocess the transaction using the updated banking information you shared with us. This second transfer, for the full amount of ****** USD, was completed and confirmed on 03/19/2025.
  
  We hope this helps demonstrate that eDreams has actively worked to resolve your case and ensure your refund was delivered as expected. We would like to assure you that at no point was there any intention to withhold your funds. Our team followed all necessary procedures in line with the airlines refund policies and made every effort to handle your case as efficiently as possible, especially in the context of the exceptional delays caused by the COVID-19 pandemic.
  
  Kind regards,
  
  eDreams - Travel Experience Team
  

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23324919
  
  I am rejecting this response because:  EDREAMS LLC continues toengage in dishonesty.  To wit: ********** provided proof of return of funds in *2022*, but EDREAMS LLC did not provide even a partial refund until 2025. That's three years of heming, hawing, stalling, and otherwise engaging in deceptive business practices.
  
  As to providing my bank information, I've done this several times, and EDREAMS LLC consistently misplaces these documents. At what mailing address can they receive official/legal mail?
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:05/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Edreams sells prime membership but its of NO use, They can't confirm tickets for over 12hrs, gives run around. Do NOT have anyway to cancel prime membership online and when you call them on phone and select prime membership and option to cancel, they will NOT answer the call, I was on hold for over 20min and than again called and they connected me to person who can not help. They will not transfer to supervisor. PEOPLE should NOT use edream at all, they used to have cancel membership online but seems like removed so they can force prime membership on customer as they will not be able to cancel. Wasted for *** today and last week, not sure how are they in business.

  

  Business Response

  Date: 05/22/2025

  Dear Mr. ********************** you for contacting eDreams.
  
  Regarding your booking attempt on 05/02/2025, please note that eDreams acts as an intermediary between customers and travel providers. While the flights displayed on our website are valid and available at the time of the booking attempt, all bookings require confirmation by the supplier. This information is outlined in our Terms and Conditions (************************************************************), which required your acceptance before the booking attempt could proceed. These terms state:
  
  2.2. Booking process
  "After you complete the booking process, you will receive an email confirming that we have received your request and are processing it. Once we have confirmed your booking with the Travel Provider/s and payment has been duly processed you will receive a confirmation email that will include our Booking Number. At such a point your contract in relation to the services ordered will come into existence. Please note that our obligation to confirm your booking will be subject to the confirmation of the Travel Provider/s and to your payment in full. In the event that, for any reason beyond our influence, your order cannot actually be processed partially or in full, we will indicate this in the email. Please read the email carefully and do not hesitate to contact us immediately in case of doubts."
  
  Our records confirm that you were promptly informed via email that your request was being processed and that confirmation could take up to 24 hours. Since the supplier was ultimately unable to confirm the booking, no contract was formed and no payment was takenonly a pre-authorization, which was automatically released when the booking was canceled at your request.
  
  As for your Prime membership, we can confirm that your account was still within the Free Trial Period at the time you contacted our **************** team. As highlighted by our agents, your membership had not yet been activated, and no Prime fee had been charged. During your call on 05/10/2025, our agent informed you that the trial had been successfully deactivated, and a confirmation email was sent shortly after.
  
  While we regret that you experienced extended wait times when contacting our **************** team, please rest assured that our agents attend to each customer in the order calls are received. During peak periods, there may unfortunately be some delays. In addition, while Prime members are generally able to manage their subscriptions online, certain actionsparticularly during the trial or pending activation periodmay require confirmation by our support team for security or technical reasons.
  
  We appreciate your understanding. Should you need further assistance or have additional queries, please do not hesitate to contact us.
  
  Kind regards,
  
  eDreams - Travel Experience Team

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23308769
  
  I am rejecting this response because:
  Just putting these in term and condition and not clearly visible on the site shows you are not upfront with customer. If you take ***** to revert back to customer on booking and your response is we were not able to secure the ticket and in that duration price have increased more and customers are left hanging as they can not book another ticket till you guys respond and if they book another flight assuming no response for over an hours, they may get stuck with 2 tickets. 
  

  if you are that upfront, eDreams should on the main website have alert which is clearly visible not hidden somewhere that customers are requesting for ticket and ********************** is not currently shows current price and price shown could be stale search and may not reflect true price and there is no guarantee that eDreams would be able to buy that ticket in 24hrs. 
  I will also be reporting eDreams to federal agencies as eDreams business tactics are shady which may cause financial loss and  cause problem in customers travel plan. Not sure how ******************** have listed them as A+ as if you read feedback on internet/reddit you will see beware notice for this site. 
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 05/28/2025

  Dear Mr. ********************** you for your message.
  
  We would like to kindly clarify that eDreams acts as an intermediary between customers and travel service providers. While the flights and services displayed on our platform are valid and available at the time of your booking attempt, final confirmation depends on the travel suppliers approval, a standard process within the travel industry.
  
  For further clarity on our role, we encourage you to review Section 2.1 of our Terms and Conditions (************************************************************), which outlines our responsibilities as an intermediary:
  
  2.1.1. Our ********************** and the Purchase of ***************
  "We do not enter into the contractual relationship relating to the *************** and/or ************** that you purchase, unless expressly indicated as such. WHEN YOU MAKE A BOOKING VIA THIS SITE, THE CONTRACT WILL BE BETWEEN THE TRAVEL SUPPLIERS AND YOU, AND NOT BETWEEN US AND YOU UNLESS OTHERWISE INDICATED. Please note that in this case, for any claims relating to *************** and/or ************** purchased, our role is just to intermediate between you and the Travel Provider who will be the last responsible."
  
  This means that while we facilitate the booking process as an intermediary, the contract for the travel services is between you and the travel supplier. Therefore, final confirmation depends on the suppliers availability and systems, which are outside of our direct control.
  
  In some instances, this confirmation process may take longer than expected due to factors such as limited seat availability, fare fluctuations, or delays in supplier responses. For this reason, we inform customers in our Terms and Conditions that confirmation is not immediate and depends on the suppliers response.
  
  Additionally, we would like to kindly emphasize that it is the responsibility of each customer to review and accept these conditions before proceeding with a booking request. In your case, your acceptance of these terms allowed us to begin processing your request. As the supplier was ultimately unable to confirm the booking, no contract was formed, and no payment was taken, only a temporary pre-authorization, which was automatically released.
  .
  We also wish to reiterate that if confirmation is not received within **************************************************************** your case, you reached out within this timeframe and the booking was cancelled as requested.
  
  Based on the above information, we can confirm that all processes were followed in line with our policies and procedures. Should you need further assistance or have additional queries, please do not hesitate to contact us.
  
  Kind regards,
  
  eDreams - Travel Experience Team

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23308769
  
  I am rejecting this response because putting all these under contract which is not easy for ****** to understand doesnt legally binds customer in law of court also mainly if this goes to jury as they will understand when purchasing tickets onlin, going thru several pages of documents which are not clear and complex is to limit customer from taking action and I know jury wont support companies who limit customer. Secondly I booked a ticket a week ago which your partner cutizenplane never bought ticket till 24 hrs before departure thru its own partner who are not providing any support on delayed flight and Zero communication. Is this what are saying on your website upfront, not hidden in TC rather say on website main page that you dont guarantee purchase of ticket for over 24hrs and final and valid PNR wont be available to customer till their departure and I am sure people wont risk their travel with eDreams. 
  

  how come BBB gave you A rating, seems like ratings are just sold rather truly investigated before awarding. No offense to BBB but seems like anyone can get A rating which will totally destroy BBB image. 
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:05/08/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In April 11, 2025 I bought an airline tickets online in e Dreams website, it was an international flight ticket from ************** to ********- ******. It cost me $727,02, payed in credit card. At the same time I had to join their membership called Prime, in order to have benefits, as an example changes, or cancellation. For this service, in April 26, in the same credit card, I had to pay $7,99. However, in April 16, 2025 , I filled out in e-Dreams app a request for the travel date change. Originally, I would travel from April26 to May 06, 2025. I had to change my travel date because my daughter had an exam to be done, and asked me to go with her. Well, I called them many times, and they said they couldnt do anything, and that I should call the airline company to try with them change my flight. I have call the airline company, and they informed me that since I bought the tickets with e Dreams , they were unable to change my ticket, however only e Dreams was able to change the dates. I tried for ten days, sending emails , calling to e dreams , and always I remembered them that I payed for join in a membership that allowed me do modifications, and I wouldnt want to cancel or refund my money, just change the dates. I lost the flight, and the money. I have a booking reference number *********** in their website. I would like to try to get my money back or have the opportunity to reschedule my flight. Also,I remember that I offer them to pay the difference in case the prices had increased due to the date change. But they just told me they couldnt solve my problem.Thank you

  

  Business Response

  Date: 05/21/2025

  Dear Ms. ********************* you for your contacting eDreams. 
  
  First of all, we sincerely regret the experience you have had with us thus far, as our main goal is our customers satisfaction.
  
  After a detailed review of your case, including your call with our **************** team on 04/20/2025, we understand that your primary concern was with modifying your LATAM flights. During this call, our agent offered an alternative itinerary for your updated travel dates, with a fare difference of approximately 628 USD. You also acknowledged that the ***************** segment would be forfeited, as modifications were not permitted under the airlines fare rules and conditions.
  
  We would also like to take this opportunity to clarify that your Prime membership is currently enrolled under the Prime Basic plan, which provides discounts on flights and other products. However, it does not include free changes or cancellations, as these benefits are exclusive to the Prime Plus tier.
  
  Due to the proximity of your original departure date, the airline did not allow us to make changes directly through our system, requiring us to liaise with them directly. While we successfully obtained a voucher from ***** that would have allowed us to proceed with the modification, your direct confirmation was still needed in order to accept the applicable fare difference and finalize the change.
  
  When our **************** team reached out to you on 04/22/2025 to confirm the change, you requested to be contacted after 4:30 P.M. local time. Although this was duly noted in our system, the relevant team was unfortunately unable to re-establish contact before the departure of the flight on 04/25/2025. As a result, we regret to inform you that no further modifications can be made to your original booking, as the original flights have already departed.
  
  That said, we would still like to offer a solution that minimizes any additional costs. We kindly propose that you book a new itinerary via the eDreams website for your preferred travel dates. By agreeing to proceed with this solution, we will reimburse you for the full value of your original LATAM ticket, which amounts to ****** EUR. This means you would only be responsible for paying the difference between the original and new fare, effectively the same situation had the change been processed earlier, but now likely at a lower difference than the 628 USD fare originally quoted.
  
  Please also note that your Prime membership is set to expire on 05/24/2025, and the associated discounts and benefits will no longer apply after that date. As such, if you choose to proceed with this solution, we recommend booking before that date to benefit from your Prime discount.
  
  We kindly ask that you confirm whether you wish to proceed with this option so we may promptly process the refund for the original LATAM flight. Please note that we have sent a private correspondence to the email address associated with your booking. To ensure a direct line of communication, we kindly ask that you respond directly to our email rather than through the BBB platform.
  
  Should you require further assistance or have any additional queries, please do not hesitate to reach out to us. We remain fully at your disposal and committed to ensuring your satisfaction.
  
  Kind regards,
  
  eDreams - Travel Experience Team

  Customer Answer

  Date: 05/21/2025

   
  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,
  
  ******* ***** Hortale

• Initial Complaint

  Date:05/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I followed terms and conditions in edreams application The application confirms the change without fee for the return flight segment was before 8:30 am the same day on 1 May 2025. I did the request of change on the application before 7 am the same day 1 May. The print screen attached does not say that I am late to request it. On the contrary it is specifically written that I can do the change before 8:30 am the save day. The aplication print screens officially say 0$ change fees. I sent them the print screens (attached here already) I followed all terms and conditions in the application and there was no other terms and conditions provided to me by email or otherwise.They asked me to pay a fee equal to a new ticlet and refused to change without fee. Lots of contradiction from people on the phone. They all contradict each other. I was told that the new fee is Edreams that charges not the airline. But their print screens say 0 fee for the change Their excuses are not supported by any official document. On the contrary the Dreams application ( print screen attached) tells me that I was not late and the change fee is zero. This is theft and if I do not have a full refund for the return tickets.

  

  Business Response

  Date: 05/21/2025

  Dear Mr. ************************* you for your message. 
  
  We would kindly like to clarify that the airline has approved the remaining refund of 540 EUR, bringing the total refund amount to ****** EUR. This follows an earlier partial refund of ****** EUR, which was issued by the airline directly to you on 05/08/2025.
  
  Please note that the airline has informed us that the initial refund was lower than expected due to an isolated technical glitch in their refund system. This matter has now been resolved, and the remaining amount has been authorized for release.
  
  As outlined in our email from 05/16/2025, the remaining 540 EUR will first be transferred to eDreams by the airline. Once we receive the funds, we will process the final refund to you via bank transfer. Please note that, in accordance with legal regulations, we are only permitted to return funds via the original payment method up to the amount originally charged by us. In this case, eDreams collected ****** USD directly, with the remaining amount paid to the airline. As such, we are required to issue the your remaining refund via bank transfer.
  
  To proceed, we kindly ask that you respond to the email with your bank details at your earliest convenience. Please rest assured that your information will be handled securely and used solely for the purpose of processing your refund.
  
  Should you require further assistance or have any additional queries, please do not hesitate to reach out. We remain at your full disposal and committed to ensuring your satisfaction.
  
  Kind regards,
  
  eDreams - Travel Experience Team

• Initial Complaint

  Date:05/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  eDreams makes it difficult to unsubscribe from their Prime membership, which requires a monthly fee. There is no link on their website to cancel, and you must call their phone number. Then they take you through a lengthy process. In my case, I paid for my daughter's ticket but they said I needed to have my daughter's permission to cancel even though it is my credit card on file.

  

  Business Response

  Date: 05/09/2025

  Dear Mr. ********************* you for contacting eDreams.
  
  Please note that while we understand you are the credit card holder for the booking, the account is not registered in your name. In line with ******* protection laws (GDPR), only the account holder can request changes such as cancellations. This policy helps ensure that any changes are authorized and that customer data remains protected.
  
  Our **************** team previously advised that the account holder would need to contact us directly to proceed with the cancellation. As we have not received such a request, the membership remained active.
  
  That said, as a gesture of goodwill, we have deactivated the Prime membership associated with this booking. Please note that the cancellation took place during the free trial period, so no membership fee was charged and as such, no refund is required.
  
  Should you need further assistance or have additional queries, please do not hesitate to contact us.
  
  Kind regards,
  
  eDreams - Travel Experience Team

• Initial Complaint

  Date:05/05/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Went from ************** ****** ***** under booking reference noted with edreams travel on line agency. Flight AK36 00 39 hours March 12, 2025 then changed to *******, 18 hour transit to ******* and ****Flight AK522.Was not allowed on the flight until I purchased an emergency ************ for $320.Was not told in advance that I needed this ***** It was a financial inconvenience and I should have been alerted in time. Almost didn't make the flight. Lucky that my friend in the ** gave me a loan.

  

  Business Response

  Date: 05/09/2025

  Dear Mr. ******************* you for contacting eDreams.
  
  After reviewing your case, we would like to kindly clarify that the relevant travel information, including the possibility of **** requirements during your stopovers, was included in your booking confirmation.
  
  Specifically, your confirmation advised the following:
  
  Travel regulations may apply: During your stopover, you will need to collect and recheck any hold baggage. You may also need to go through border control and briefly enter ********, so you might need a ****. Please check the local travel requirements and COVID-19 regulations for all stops on your itinerary.
  
  The same advisory was also provided for your other stopovers in ******** and *****. For your convenience, we have attached a copy of your booking confirmation and highlighted the relevant section for your reference.
  
  Additionally, before finalizing your reservation, you agreed to our Terms and Conditions (************************************************************), which state:
  
  3.2.4. Flights
  You should check with the relevant embassy about passport and **** requirements well in advance of travel. It is your responsibility to be in possession of a valid passport and, if appropriate, a ****. Under no circumstances will we be held responsible if you do not have the correct travel documents.
  
  Given this, please be advised that it is the travelers responsibility to ensure all necessary travel documentation is obtained beforehand. Therefore, we regret to inform you that we are unable to offer compensation for the **** costs incurred during your trip.
  
  We appreciate your understanding.  Should you need further assistance or have additional queries, please do not hesitate to contact us.
  
  Kind regards,
  
  eDreams - Travel Experience Team

  Customer Answer

  Date: 05/09/2025

   
  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

  Date:05/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked an airline flight ticket on the website today and after I entered my credit card information and hit enter, the price increased from three times the original price and billed my card!I am simply asking for a return of the money, charged my card above and beyond the agreed-upon original price

  

  Business Response

  Date: 05/05/2025

  Dear Mr. ************************** you for contacting eDreams.
  
  After reviewing your case, our systems confirm that there was no price increase after your booking was finalized. While a lower fare was initially displayed during the search, the price increased during the booking process. At that point, our system immediately notified you of the updated fare and prompted you to either accept or decline it. Therefore, the final amount paid reflects the updated fare that was shown and directly accepted by you before proceeding with the booking.
  
  Additionally, we would like to clarify that airfare pricing is dynamic and subject to real-time updates from the airlines reservation system. The prices and availability displayed on our platform are provided directly by the airline at the time of booking. In some cases, an originally selected fare may no longer be available due to changes on the airlines side. When this happens, our system displays the updated price, allowing the customer to decide whether or not to proceed. However, kindly note that these fare changes are determined by the airline and are a standard practice across the travel industry.
  
  Please be advised that, as your booking had already been confirmed with the airline, your refund request was handled as a voluntary cancellation. As we act solely as an intermediary between customers and travel providers, any refund or compensation is subject to the airlines fare rules and policies. Final decisions regarding refunds rest entirely with the airline, as the contract of sale is between them and the customer.
  
  To clarify further, our Terms and Conditions (***********************************************************) state that:
  
  3.2.1. Flights
  "WHEN YOU MAKE A FLIGHT BOOKING VIA THIS SITE, THE CONTRACT OF TRANSPORT IS BETWEEN THE AIRLINE AND YOU, AND NOT BETWEEN US AND YOU. Any problems arising from the contract of carriage (delays, schedule changes, cancellations, refunds, fare rules, loss of baggage, etc.), and the related obligations and liability, sit directly with the airline, and not with us. In such cases there is no liability of the intermediary, including joint and several liability."
  
  That said, as a commercial gesture, we have reached out to *************** on your behalf. We have been informed that you have been refunded in the form of a flight credit worth ****** USD, valid until 05/02/2026. In order to redeem this credit, you will need to make a new booking directly on *************** website, using the same email address as in your original booking with us.
  
  Should you need further assistance or have additional queries, please do not hesitate to contact us.
  
  Kind regards,
  
  eDreams - Travel Experience Team
  

• Initial Complaint

  Date:04/25/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a flight online via ************************** I am now receiving monthly bills on my credit card. I have attempted to reach the business through the phone number on my card statement. The first attempt got me to an automated response that had 2 extensions for booking or cancelling flights, and a third extension (#) for other issues. That extension was "not in service." I tried calling again, and the message that answered told me I had just won a $100 ******* gift card. The third time I called the message was from ******* saying the number is not in service.

  

  Business Response

  Date: 05/02/2025

  Dear Ms. ********************** you for contacting eDreams.
  
  First and foremost, we would like to remind you that in accordance with our Terms and Conditions (******************************************************************), the Prime Membership is offered as an optional service during the booking process. Before confirming your booking, you were presented with the option to subscribe, and the membership required your direct confirmation before proceeding with any payment details. These Terms and Conditions were accepted by you as part of the booking confirmation process.
  
  Please note that when completing your booking *********** to ******, you actively selected to enroll in a 15-day free trial in order to receive a discount of ***** USD on your flight.
  
  Following your enrollment, a "Welcome to Prime" email was sent to the email address associated with your booking. For your reference, a copy of this email is attached.
  
  Within this email, the below was specified in order to advise that you would be charged after 15 days if we did not receive a cancellation request from you:
  
  "When your trial period ends, your paid membership will automatically start on 03-25-2025 at $9.99 per month. You can cancel at any time through your account or by calling ***************."
  
  Additionally, we would like to draw your attention to Section 3.1 of the Prime Terms and Conditions, which outlines the Prime Trial Period policy:
  
  3.1 Trial Period
  "If you are entitled to avail of a Trial Period, your Prime Term shall automatically start when your Trial Period ends. YOU WILL AUTOMATICALLY BE CHARGED THE PRIME FEE WHEN YOUR PRIME TERM STARTS UNLESS YOU CANCEL PRIME DURING THE TRIAL PERIOD."
  
  Since no cancellation request was received by you within the trial period, your membership was automatically renewed in accordance with these terms.
  
  Although the Terms and Conditions clearly state that the renewal fee is non-refundable, we are committed to assisting you in finding a suitable solution. As a gesture of goodwill, we would like to offer a refund for the most recent Prime Membership renewal fee. However, as all our processes have been correctly followed and no error has been identified on our side, no further refund or compensation will be possible at this time.
  
  We can confirm that both your Prime Membership and the auto-renewal have been successfully cancelled. As mentioned earlier, we have processed a refund for your most recent Prime renewal fee. Please allow 5-7 business days for the refund to reflect on your original payment method. A proof of refund is attached for your reference.
  
  Should you need further assistance or have additional queries, please do not hesitate to contact us.
  
  Kind regards,
  
  eDreams - Travel Experience Team

  Customer Answer

  Date: 05/19/2025

   
  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.  My only remaining concern is that the **** phone number the business supplied was not in operation, leaving me no alternative but to contact the BBB.
  
  Sincerely,
  
  **** ********