EDreams mediation fee non refundable

maggie.ray

After trying for several weeks I finally managed to contact eDreams as our flights we rescheduled and rerouted to another airport. The airline said we could have a refund but eDreams had to apply as they made the booking on our behalf. The flights are now cancelled but eDreams are saying a ‘mediation fee’ is non refundable. We were not aware of this charge so asked for an invoice. On flights costing 660 euros , eDreams are withholding 156 euros for ‘mediation’.  On another flight where our money was paid directly to Nowegian air they still charged 43 euros which again they say is unrefundable . Again this charge only came to light when I requested an invoice from  eDreams. The charges seem hidden and excessive. How do I challenge these charges?