eDreams nightmare

number666

I know, I know. If I’d known before I started what eDreams are like, I wouldn’t have touched them with a barge pole.

It’s the usual story, with a bit of a twist, and I’m after advice on whether this is fraud, as I suspect.

I tried to book a set of dates for return flights with them, as their quote was the best (I know, I know....hindsight is a powerful thing). I booked, and waited for the receipt. I didn’t get one. Instead, I got an email from Norwegian Air confirming my booking....which was for the wrong dates (the eDreams website crashed during the ordering process...I suspect that’s why).

There was a link on the email marked “Change Flights”

I clicked it. Got taken to a web page where I was given the option to cancel my booking. I did so, and rebooked my flights through eDreams for the correct dates.

3 days later I get 2 emails from eDreams, confirming both sets of flights, including the one I had cancelled.

Now eDreams are refusing to refund me for the flights with the wrong dates.

Is this fraud?

jpsartre

Are both bookings confirmed on Norwegian's website? If so, they gave you exactly what you booked.

number666

Nope. Just the return flight......with a different booking number to the outbound flight (and no email notification).

The point is, when you are presented with an option to cancel, and you take that option, you would expect there to be a refund, no (unless it states otherwise....which it didn't)?

glentoran99

number666 wrote: »

Nope. Just the return flight......with a different booking number to the outbound flight (and no email notification).

The point is, when you are presented with an option to cancel, and you take that option, you would expect there to be a refund, no (unless it states otherwise....which it didn't)?

On flights? Not usually

number666

You don't think it misleading?!

Voyager2002

Did you take a screenshot when you made the original booking?

If the wrong date resulted from you mistakenly entering that date, then it is your loss. If you can prove that what they booked for you is different from what you ordered, then you can reclaim the extra cost.

And when you cancelled, did you do so on the eDreams website or directly with the airline?

number666

I only received 1 email. It was from the airline. It gave me the option to change my flight (it was within the 4 hours that they allow). It took me to a page where I was given the option to cancel my booking. I did so. That was the only notification I received for 3 days.

My argument isn't about cancellation policy, it is about the fact that I was provided a link to cancel on the only email I received. I took that option. They and eDreams have (as far as I can make out) a legal obligation to refund me once I was given the option to do so.

Perhaps there are some legal minds on here who can confirm or deny that. I don't think it is a question a layman can answer.

Westin

Is it fraud? - no, it is not.

It is a mistake, an error, that needs to be corrected but you have not helped yourself by cancelling the first set of tickets with the airline directly rather than e-dreams (as your agent).

I suspect the e-dreams system is showing the two separate bookings you made with them and not yet picking up that the first booking you cancelled with the airline under the free of charge option that Norweigan offer to cancel or amend within 4 hours of booking.

E-dreams is not well known for their customer service support. You will need to explain clearly what you have done and ask them to check if they have been credited back funds from D8 on the first reservation. As their customer services team are based overseas you will likely find this the most frustrating experience dealing with them. Once they grasp the issue I feel sure that they would refund for the first reservation. I wish you well with this. I would suggest a clearly worded email to them laying out what happened and what you did. Don't go shouting about fraud or blaming them. It is a mistake which can I am sure be corrected but you need their cooperation. It certainly isn't fraud.

Good luck getting this sorted.

Next time, best to avoid e-dreams and book direct with the airline.

eDreams

Dear @number666,

Thanks for posting your review here and giving us the possibility to help you with your booking.

Can you please provide us your booking code so we may assist you accordingly?

We hope to be hearing from you soon.

Kind regards,

Lucy - eDreams Customer Care Team -

number666

I did that already Lucy, and I have been told "no" twice.

1975658853

Westin, yes. Hindsight is a wonderful thing. They are refusing to rectify the problem, however.

Thanks anyway,

A

number666

Just for clarification, Westin. I wouldn't have known anything about it had I left it to eDreams. They chose not to email even a receipt until 3 days later. This is a part of their business model. They make a fortune out of it.

Have a search on Google for "eDreams wrong dates" and you'll see what I mean. Also look elsewhere on this forum.

I wish I had looked first. Nobody should be using this company.