Edreams refund voucher nightmare

TimEllett

We booked through edreams to travel on 1st April to new Zealand with Singapore airlines from London  and on to  Australia 14th April returning to UK on the 25th April.with Royal Brunei. Both flights were cancelled by the airlines and although both airlines offered vouchers for rebooking we can only get them via edreams . its impossible to contact them either by phone or through their website or through their manage my bookings. We believe we followed the steps and have registered with edreams for the vouchers  on 29th March, to date  no vouchers have been issued and there is no way of finding out what the time frame will be and as the first leg of our trip has been and gone we would have expected to have received at least an email confirming the timing of this voucher .  Has anyone received a rebooking voucher and how long did you have to wait or been given any indication of timing.  Thanks

mattyprice4004

I'd imagine edreams are absolutely snowed under like the rest of the online travel agents - they work on a small number of staff on the understanding that everything will (for the most part) run smoothly and not require human intervention.
Unfortunately this model falls down when a pandemic affects everyone - and while the airlines can usually re-deploy staff from other parts of the business to help with customer queries (hence vouchers being issued to the agent quickly), the agent has no such resources and is completely snowed under. 

As long as you've sent the request it'll get looked at - but it may take some time as they'll be dealing with those already abroad. 
I hope people remember how useless most online travel agents have been during this, and choose to book direct with the airlines in future - I certainly will be.