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:04/10/2023

  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 have flight arrangements for January 3rd 2023 one way e dreams supposed to refunded me months ago I contacted ******* after my flight was delayed then it was canceled and that was after 11:00 at night I contacted dreams that next morning I've been talking to off and on to Representatives every since they keep on telling me to wait give me the bank my bank information over and over again and I still haven't received my refund no manager have contacted me I think I played out of 357 for the for the airfare and then 100% for E dreams I need my money now I had to take off my bank card and reload another one but I can't reload another bank card at all it's not giving me the option on the app or even on the website and every time I contact someone again they said it should be no problem but I keep on running to the same problem all I want is my refund here this is in ***** this is ***** now I did this in January now January February March ***** that's going to be 4 months it only takes 30 days for a refund why is it taking so long for me to get a refund

  

  Business Response

  Date: 04/14/2023

  Dear Ms. ***********,

  Thank you for contacting eDreams. 

  You have been informed via private correspondence that following our review, we have confirmed that refund transaction was rejected because the bank account details you have provided were incorrect.

  Despite numerous attempts to receive confirmation from you regarding the correct bank details, you have refused. 

  You are due to be refunded ****** USD. However, eDreams was not an intermediary for your payment to ****** Airlines, your payment was made directly to the airline. eDreams only debited ****** USD from your credit card, whereas the remaining ****** USD was debited by ****** ***************************** ****** Airlines sent your refund directly to us instead of sending it to you, so now we will be refunding you the full ****** USD. 
  
  By law, we cannot refund your card more than what was debited, for this reason we are requesting your bank details. If we cannot receive the correct bank details from you, legally we can only refund you ****** USD.
  

  Please confirm your correct bank details in the private correspondence so we can process your full refund. 

  Kind regards,

  eDreams - Customer Service

   

• Initial Complaint

  Date:04/10/2023

  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.

  Hi,I purchased an air ticket at edreams.net for a flight from ******** (***) to *********** (***) on Feb. 22, 2023. The booking reference no. is 11152931622.The receipt I received doesn't show the breakdown (the base fare, taxes, and fees). My school requests such info. to process reimbursement. I've spent a whole week talking to edreams customer reps., conveyed my request for such basic information multiple times. Yet, they have sent me two receipts that are identical, and do not show the info. I requested. I cannot understand why they can't send me the basic info. that is usually automatically included in any air ticket purchase. Their inability to help is extremely frustrating. I'd appreciate if you could investigate, and help me resolve. this problem.Thanks

  

  Business Response

  Date: 04/12/2023

  Dear Ms. ****,

  Thank you for contacting eDreams Travel Experience Team.

  First of all, we would like to apologize for any inconvenience caused.

  After reviewing your concerns, we would like to inform you that the invoice shared with you has been generated in line with stipulated the legal requirements and the details cannot be manually modified for fiscal reasons.

  By legal standard procedure, the invoice is required to show the total fare price and fees, and our invoices are generated according to this requirement.

  We are deeply sorry that we have not been able to assist with your request.

  Best regards,

  eDreams C.S.

• Initial Complaint

  Date:04/10/2023

  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.

  Unable to get through a person that can really solve the issue. After a flight change, they CONFIRMED the new flight by email, but then my original flight went no-show, turns out they never changed the flight in the backend. And surprise - now they cannot help me because its outside of the T&Cs. Due to their own mistake. Of course I cannot sent them any proof because they sent emails from a no-reply email address.

  

  Business Response

  Date: 04/12/2023

  Dear Mr. ******************** you for contacting eDreams Travel Experience Team.
  
  First of all, we would like to apologize for the experience you have had thus far.
  
  After reviewing your booking details and correspondence records, we have confirmed the following.
  
  - The original departure date for your flight from ****** to ********* was 26th July 2022.
  
  - ******************** team received your contact/request for date modification via our social media platform on 24th November 2022 (4 months after departure date).
  
  - You had requested your travel date to be changed to December 5th 2022.
  
  -Your request was escalated to the airline for approval and the modification approval notification was shared with you via email on 25th November 2022.
  
  We received further contact on 29th November 2022 and you requested once again to modify your travel date as 23rd July 2023.
  
  The request was escalated to the airline and was declined, the airline also cancelled the initial modification as your ticket had been marked no-show on the original departure date, hence the previous modification approval was nullified.
  
  For this reason, we could no longer make any modification to your ticket or request a refund.
  
  As it is paramount for us that we ensure we provide our customers with satisfactory experience through efficient support, we have decided to issue a refund to you as a commercial gesture.
  
  The refund has been processed into the same payment method used during the booking and is expected to reflect in your account within the next days.
  
  We remain at your disposal.
  
  Best regards,

  eDreams C.S.

  Customer Answer

  Date: 04/13/2023

   
  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:04/08/2023

  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.

  Edrems may have misled regarding the purchase of two airline tickets that should include checked luggage of up to 23 Kg per bag. Upon contacting the airline today 4/8/23, ******* stated that the tickets purchased on our behalf (****** and myself, *******) the travelers, did not include checked luggage and its of the 'xs tier'.Avianca also responded via e-mail with the information clarification requested. And Edreams has not responded via in writing regarding the concern and request for clarification.Flight trip: edreams booking reference number: *********** avianca booking code: 2DV72D ***-to-*** May 1st, 2023 ***-to-*** May 9th, 2023 Thank ***************************************************************

  

  Business Response

  Date: 04/11/2023

  Dear **********************,

  Thank you for contacting eDreams Travel Experience Team.

  First of all we would like to apologize for any inconvenience caused by the discrepancy in your baggage allowance information.

  After reviewing your concern, we checked the details of your baggage allowance of the platform of the carrier and we found that only one baggage of up to *********************** each segment of the flights and that each passenger was missing baggage allowance for a segment.

  We have now made the necessary update and added the baggage allowances correctly.

  Both passengers now each have a baggage allowance of up to 23kg for both the outbound and the inbound flights.

  A copy of the updated itinerary has been attached above for your reference and the detail of the update is also available in your itinerary on the website of the airline

  Once again, we deeply regret any inconvenience caused and we remain at your disposal for any other assistance you may require.

  Best regards,

  eDreams. C.S.

   

• Initial Complaint

  Date:04/06/2023

  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.

  Enclosed please find documentation relevant to my claim in the amount of $700, as billed by EDreams / ****** Airlines on February 17, 2023. The following details and documents are included: -****** / EDreams cancellation policy is clearly stated on their website flights more than 7 days away, canceled within 24 hours, will be fully refunded. Screenshot included. -I canceled flights 2.5 months away for 3 family members on the same day that they were booked, Feb. 17, 2023, less than 6 hours after booking -- booked at 4:30 pm, cancelled at 10:03 pm that same day. (Flights were for *** 2023)-Screenshot of confirmed cancellation from website.-E-mail from EDreams / ****** on February 17, 2023 CONFIRMING CANCELLATION of the ******************** and confirming refund would be processed.EDreams & ****** Airlines have not processed the refund for $700, to which we are clearly entitled. Additionally, they did say in their cancellation / refund e-mail that they were refunding the *incorrect* amount ($515.67) to a Mastercard that is not mine. I paid with a ***** and can provide the credit card statement if necessary showing my **** was charged $700.00 by EDreams / ****** on February 18, 2023. When I called and spoke with a representative at EDreams on March 3, 2023, I was told they were sorry for the error, a full refund would be processed, they could see I had canceled the flight in the appropriate cancellation window. I was told the refund would be completed within 30 days from the cancellation date. We are 49 days from that date now, AND when I filed a dispute claim through **** of America **** to retrieve the refund, EDreams then submitted a dispute / counterclaim. This is fraud. If you search for reviews (including on BBB.org) it's easy to see that EDreams / ****** Airlines frequently violate their own ******************* and withhold refunds they have guaranteed.Please let me know if you need any further details.Thank you.

  

  Business Response

  Date: 04/11/2023

  Dear ************,

  Thank you for contacting eDreams Travel Experience Team.

  We have reviewed your concerns and we would like apologize for the experience you have had thus far.

  According to our records, your cancellation request was acknowledged and forwarded to the airline for action, the status of the process was communicated to you on 03/03/2023 and as you had requested a voluntary cancellation, we were required to wait for the refund update from the airline.

  On 09/03/2023, we received notification of a chargeback filed with your banking entity. The chargeback was disputed as we had not received the refund for your cancelled tickets from the airline at the time.

  The standard procedure of chargeback requires that all processes be put on hold after the initial response until the 90 days chargeback processing timeframe is completed and the banking entity closes the process, for this reason, we could not initiate a refund transaction when the refund for your cancelled flight arrived to us on 30/03/2023.

  We received a second notification of chargeback from your banking entity on 09/04/2023 and the process is ongoing.

  As your refund from the airline has now reached us, we are required to wait for your bank to complete the process and release the funds into your account.

  You may contact your bank for necessary clarification regarding the status of the chargeback.

  Once again, we sincerely apologize for any inconvenience caused and we remain at your disposal for any other inquiries you may have.

  Best regards,

  eDreams C.S.

   

  Customer Answer

  Date: 04/11/2023

   
  Complaint: 19905992
  
  I am rejecting this response because: This is patently untrue - I just got off the phone with ******* from the **** of America claims department, and she said EDreams *again* disputed the claim & refused to provide a refund. There is no record on my bank's end of EDreams & ****** Airlines providing the refund, or even agreeing to pay out the refund in the future.  

  To remind you, the ******************************* *REQUIRES* "For airline tickets that are purchased at least seven days before a flights scheduled departure date and time, airlines are required to... allow consumers to cancel their reservation and receive a full refund without a penalty for 24 hours." My tickets were booked over 2 months in advance, and cancelled within 6 hours. Additionally, the *** requires "Airlines and ticket agents are required to make refunds promptly. For airlines, prompt is defined as being within 7 business days if a passenger paid by credit card".

  You are not only withholding my refund for over 7 weeks, you are also lying in your reply here to the Better Business Bureau, and perhaps most importantly, breaking the rules of the *** Aviation Consumer Protection.

  Sincerely,
  
  ******

  

  Business Response

  Date: 04/12/2023

  Dear ************,

  We have checked with our dispute management team and the team has confirmed that the second chargeback was not disputed.

  As we have not disputed the chargeback, the amount should be released into your account as soon as your bank closes the process.

  For further clarification on the chargeback procedure, we would like to suggest that you engage your bank regarding the processing timeline and also request a written confirmation of the status of the chargeback.

  We understand that this has not been a satisfactory experience for you and we are willing to assist whichever way we can, however, only your bank has the authority to close the process and release the funds back into your account.

  We remain at your disposal for any other inquiries you may have.

  Best regards,

  eDreams C.S.

• Initial Complaint

  Date:04/05/2023

  Type:Service or Repair 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 1/4/23 I purchased 2 airline tickets through edreams with reference # ***********. They had booked the flights with ******** Airlines (JJCGKR) and I paid $349.63. On 3/9 I received an email from ******** stating they cancelled the flight and showed the confirmation transaction that they refunded $377.96 to a Mastercard that edreams had used to purchased our tickets with. I have been attempting to contact them on their site through their chat as well as email. I only get generic answers with the chat and the email says it cant be delivered. I have not been able to find a working number for them. Their site still indicates that our ******** flight is still happening, despite ******** letting me know a month ago that it is cancelled. I have just filed a dispute with my credit card in hopes they can dispute my original charge, but I have not heard any resolution to this yet. Thank you for your time.

  

  Business Response

  Date: 04/06/2023

  Dear ********************,
  
  Thank you for contacting eDreams.
  
  First of all, we would like to tender our unreserved apologies for the experience you have had.
  
  We escalated your query to the relevant team and we have now received confirmation of your refund approval.
  
   The refund has been processed to you via the same payment method and is expected to be reflected by your bank/card provider within the next 3 -5 business days.
  
  Our sincere apologies once again.
  
  Best regards,
  eDreams C.S.

  Customer Answer

  Date: 04/12/2023

   
  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:04/05/2023

  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.

  I booked a flight through edreams for my husband and i in ********. The airlines cancelled that flight route and notified us that we should pursue a refund from edreams. The airlines refunded edreams in February for our flights. I requested a refund from edreams and they have not issued the refund. I have contacted edreams customer service several times. They said I would receive a refund within 10 business days but I didnt. I can no longer check the status of the refund as the app goes to an error page. I have asked to speak to a supervisor and was told that wasnt possible.

  

  Business Response

  Date: 04/06/2023

  Dear ************,
  
  Thank you for contacting eDreams.
  
  First of all, we would like to tender our unreserved apologies for the experience you have had.
  
  Following your engagement with our team, we escalated your query to the airline and we have have now received confirmation to proceed with the refund for your cancelled flight.
  
  The refund has been processed to you via the same payment method and is expected to be reflected by your bank/card provider within the next 3 -5 business days.
  
  Our sincere apologies once again.
  
  Best regards,
  eDreams C.S.

  Customer Answer

  Date: 04/06/2023

   
  Complaint: 19898038
  
  I am rejecting this response because:

  To date I have not received the promised refund. Once I receive the refund I will accept the response.

  Edreams had previously promised me a refund in 10 business days and that did not happen so I wont be satisfied until I actually receive the refund back to my visa.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 04/11/2023

  Dear ************,

  As we have previously informed, the refund has been successfully processed. A copy of the refund receipt was also attached for your reference.

  It is expected that you will receive an update from your bank/card provider within the next few days.

  Once again we apologize for any inconvenience caused.

  Best regards,

  eDreams. C.S.

  Customer Answer

  Date: 04/11/2023

   
  Complaint: 19898038
  
  I am rejecting this response because:
  
  I have not received a refund to date. Once I receive the refund I will accept the response to resolve this issue.

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

• Initial Complaint

  Date:04/04/2023

  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 a trip with eDreams and paid extra to have flexible travel dates. When I needed to move my travel dates I was given instructions on how to rebook. eDreams said to book the same routes on different dates and they would refund the lower price of the two bookings. I have checked on this refund **** different times since July 2022. I was told the refund would take up to 6 months, but it was processing. After the 6 months I received many apologies and was told someone would be in touch about my refund, but I have not received any contact from eDreams about my refund. I am due $267.10 and have not received any refund.

  

  Business Response

  Date: 04/14/2023

  Dear **************,

  Thank you for contacting eDreams. 

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

  Unfortunately we experienced a severe delay with the airline, but your refund has now been processed to the card used to make the booking. Please allow 5-7 working days for the bank entities to transfer funds between them. 
  
  Once again, we would like to apologise for your experience, we hope that the refund shall go in some way to restore your confidence with us. 
  
  Kind regards,

  eDreams - Customer Service
  
  

   

• Initial Complaint

  Date:04/01/2023

  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 January 29, 2023, I purchased a flight on Spirit Air from *** to ***** for April 7, 2023 through EDreams. I purchased EDreams' "Cancel for Any Reason Guarantee" to ensure a full refund in the case I would need to cancel.On February 14, 2023, Spirit Air sent me an email notifying me of a flight change. In line with EDreams' protocol, I called EDreams to cancel the flight. EDreams advised me to cancel with Spirit. The EDreams agent informed me that Spirit would refund EDreams, and then EDreams would refund **** have followed up weekly with EDreams, ensured that my refund would come and to just be patient; there was no question of receiving a refund - it was a guarantee. EDreams advised me that airlines may take 30 days to refund. After this timeframe passed, I begin contacting EDreams twice a week to inquire about my refund.On March 27, 2023, Spirit Air sent me Spirit Air reservation credit for $211.89 to use in 90 days. I do not accept this resolution. I am entitled to a refund of the $330 I paid Edreams. I have called and emailed Edreams to no avail. I was told a manager would reach out this week, and no one has. I believe at this point I am a strong candidate for damages in addition to a full refund.

  

  Business Response

  Date: 04/04/2023

  Dear ****************, 

  Thank you for contacting eDreams. 

  It is unclear why Spirit issued you with a voucher instead of a cash refund, however attached you can see that we escalated the case with them and they have issued the full refund today. 

  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. 
  
  We would like to apologise for your experience, we hope that the refund shall go in some way to restore your confidence with us. 
  
  Kind regards,

  eDreams - Customer Service 
  
  

  Customer Answer

  Date: 04/05/2023

   
  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:03/27/2023

  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.

  My flight from ******** to ********* on October 23, 2022 was cancelled. I have been waiting for a refund from eDreams for about 5 months. Despite half a dozen questions and an equal number of promises, I still have not received the money. eDreams is hard to reach, falsely blames the airline, routinely makes promises it doesn't keep and refuses to honor its moral and legal obligations. In short, it is acting in bad faith and breaking the law. I'm probably not the only one who mistreats eDreams in this way.

  

  Business Response

  Date: 03/31/2023

  Dear **************,

  Thank you for contacting eDreams. 

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

  eDreams is an agent and is therefore an intermediary between airlines and customers. In cases where flights are cancelled involuntarily, eDreams assists its customers and submits refund requests to the airlines on their behalf. The customer must then wait for the airline to authorise the request in order to receive the refund. 

  The airline has not authorised your refund application, please see attached. However, over the past few days we have escalated your case with senior management several times and they have now assured us that they will authorise your application in the next 30 days.  In light of this confirmation, we have decided to advance the refund to you as a unique goodwill gesture, and we will in turn wait for the airline to refund us. 

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

  eDreams - Customer Service
  
  

   

  Customer Answer

  Date: 03/31/2023

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