Name Changes on E-Tickets

MadTer

I booked four flight tickets on eDreams to Portugal. While i was booking my PC crashed tried again however did not get a confirmation or reference no from them. I assumed that the tickets were not booked. However, 3 days later i checked my credit card and eDreams had debited my account with the full amount of the tickets. I phoned them up to ask them where my confirmation was and because i had no confirmation no they could only pick this up through my card details. The help desk person then confirmed the money was received and that she would shortly send the confirmation email. Four hours later i received the e-ticket email however my childrens name on the e-ticket (different names completely) and their birth dates were incorrect.

I phoned them back immediately to tell them about the mistake and they said it was my error and i had to repurchase new tickets as they could not do name changes. I complained that this was definitely not my mistake and demand that this be rectified. They then said i should phone TAP (airline carrier) regarding this - which i did. TAP confirmed that they could not do anything in regards to this as the agent needed to put in a request for the ammendment. I phoned back and related what TAP had said - they then told me they would put through a request for the ammendment. A week later and i'm still waiting for an answer. I have been in touch with them everyday as well as TAP. TAP as confirmed that they have not received any notification from eDreams. Therefore they have been lying to me for a week.

I'm at wit ends the full amount went through on the 19/11/2014 (on credit card statement) however the tickets seems to have only been booked / processed on the 22/11/2014. eDreams are so unhelpful this is clearly not my mistake as the names are completely wrong. I'm suppose to be flying in two weeks time however i'm facing a situation where i will loose over £1000 pounds due to a mistake they have done.

Every time i phone they also keep changing there story saying that a confirmation email was sent. I've checked my spam and junk email but cannot find anything. They are also saying that i booked my tickets on the 20th when clearly the money has debited on the 19th.

Can someone please give me some adivce on this.

Thanks

Caz3121

I can only assume you did not check any reviews for eDreams as, if you had you would certainly not have booked with them (the internet is full of complaints)
TAP are correct that, because for some reason you chose to book through a 3rd party rather than with them direct, you need to do everything through the 3rd party so there is little benefit of chasing TAP.
How many of the tickets are wrong? how wrong are they (you don't have to use real names, but if meant to be Jane Smith...is it Fred Bloggs that is showing?
Your priority is obviously getting eDreams to confirm to TAP that they had an IT glitch of some sort that resulted in the passenger names being incorrect...what will be difficult is proving that you did not enter the incorrect names at the start.
Not sure whether asking for Supervisor or Manager will help but I think you have to be very clear

not sure whether this would fit your situation but something like.....
Booked flights online on x date for 4 passengers - Mr x y, Mrs x y, Mst x y and Miss x y
did not receive email confirmation following booking
after chasing received confirmation reference 123xyz which appears to be part of my booking and part of someone elses as there are 2 people on the booking that are not related to my booking and 2 people missing from my booking
Will need the correct booking reference details for Mst x y and Miss x y, and I am sure that Mstr Wrongname and Miss Wrongname will also need their correct booking reference

The reason for the confusion re the booking dates will be due to the fact that they likely took your money on the 19th and did not book the flights with TAP till the 20th

Voyager2002

As above... eDreams are notorious, and this kind of experience is not at all unusual.

Your best hope is to seek help from your card issuer: eDreams made a mistake and so are in breach of contract, so on that basis you should be able to get a 'chargeback' of the full amount you paid, whether you used a debit or credit card.

MadTer

Thanks for that however names they have use my sons name twice and ommitted by baby's name and used my surname and not my partners. Not sure whether the airline will allow my children to fly if the names are different to ones on their passport.

Caz3121

MadTer wrote: »

Thanks for that however names they have use my sons name twice and ommitted by baby's name and used my surname and not my partners. Not sure whether the airline will allow my children to fly if the names are different to ones on their passport.

You mentioned "different names completely" which made me think that this was some sort of IT glitch but it appears that is not the case.
they will not be able to travel unless the tickets match the passports
your challenge will be to convince eDreams that the error was not yours when you input the details, you need to ensure you are asking for a "name correction" and not a "name change" You need to ensure that they understand that the 4 passengers that will be travelling are the same 4 passengers that you tried to book for and not any different people (many airlines do not do "name changes" hence being told you would need to buy a new ticket)

Voyager2002

Caz3121 wrote: »

You mentioned "different names completely" which made me think that this was some sort of IT glitch but it appears that is not the case.
they will not be able to travel unless the tickets match the passports
your challenge will be to convince eDreams that the error was not yours when you input the details, you need to ensure you are asking for a "name correction" and not a "name change" You need to ensure that they understand that the 4 passengers that will be travelling are the same 4 passengers that you tried to book for and not any different people (many airlines do not do "name changes" hence being told you would need to buy a new ticket)

I think that getting eDreams to correct the situation will be impossible: they do not have the world's greatest reputation for customer service!

The issue with the names is consistent with an IT failure, and it would be highly unlikely for anyone to make that kind of mistake themselves. Therefore, I think it likely that the card issuer will agree that eDreams are at fault and agree to charge back the money.

richardw

I agree with going to the card issuer advice.

MadTer

Is there any forum we can complain about eDreams. I have been booking flights on line for years now and have never come across this and the poor customer service. Agreed if i had read about their reputation would never have used them.

Voyager2002

MadTer wrote: »

Is there any forum we can complain about eDreams. I have been booking flights on line for years now and have never come across this and the poor customer service. Agreed if i had read about their reputation would never have used them.

Here; trip advisor; Thorn Tree (Lonely Planet)...

If you mean: is there any official body capable of doing something about them, then sadly no. They are in Spain and regulated there, so the law enforcement bodies in the UK cannot really do anything about them.

Note that Opodo belongs to eDreams now and is just as bad.

jpsartre

MadTer wrote: »

Is there any forum we can complain about eDreams. .

Don't bother. There are already hundreds and hundreds of complaints about eDreams on sites like Tripadvisor. If they aren't enough to deter people from using them then your complaint isn't going to make the slightest bit of difference.