EDreams - no refund to be seen !

Ally8880088

I am looking for help please. My flight back in May 2020 was cancelled by the airline in April 2020. I have been consistently on the phone to EDreams ever since looking for refund. Despite numerous versions of the story have been told by EDreams forever helpful customer service department, I have eventually received an email from EDreams to confirm refund will be completed within 7 days (15/02/2021). However when I called back on 22/02/2021 looking for updates, I was told the refund was rejected with no one could explain why! Therefore, I am back on the waiting game. It has already been 180 days (still counting), where EDreams publicly announced 120 day turnaround policy. Clearly EDreams failed on its promise. More importantly, I don’t understand how it is possible to confirm the refund to your customer then retract its own words in black and white! 

As an individual, EDreams left me feeling being bullied and so vulnerable. As far as I am aware, I am contracted with EDreams under consumer rights act. Regardless how refunds to happen between them and airlines are behind the scenes which is irrelevant to end users. So EDreams refund practice is contradicting not only to its published policy but also unlawful. EDreams have equivocated too often and too long under the name of this pandemic. It pushes people like myself urgently look for alternative solutions to avoid being left out of my pocket. I am taking the case to trading standards and ombudsman. I felt it is no longer about refund, it is the time for businesses such as EDreams who acts like they are untouchable to be chastised by the power of consumers. 

Upsidedownandaround

Did you try a chargeback or s.75?

eskbanker

Ally8880088 said:

As far as I am aware, I am contracted with EDreams under consumer rights act. Regardless how refunds to happen between them and airlines are behind the scenes which is irrelevant to end users. So EDreams refund practice is contradicting not only to its published policy but also unlawful.

That's the heart of the issue here - by booking flights through an intermediary middleman you effectively lose the protection you'd have by booking directly with the airline (which would legally oblige them to refund you within 7 days), so it isn't irrelevant.  Agents are under no such statutory obligation to refund within a certain period of time, and so naturally there are many who will delay, blaming airlines whether or not it's appropriate, so it's not clear on what basis you feel they're demonstrably contravening the CRA?

Having said that, there's no obvious reason why they'd now be refusing you a refund at all, so if they haven't offered any explanation then it's probably worth going to small claims.

Upsidedownandaround said:

Did you try a chargeback or s.75?

It seems highly likely that OP would have mentioned this if relevant, but obviously it's now way too late for chargeback and any s75 rights are negated by the use of an agent, thereby breaking the debtor-creditor-supplier chain needed to sustain a claim.

Westin

Ally8880088 said:

As an individual, EDreams left me feeling being bullied and so vulnerable. As far as I am aware, I am contracted with EDreams under consumer rights act. Regardless how refunds to happen between them and airlines are behind the scenes which is irrelevant to end users. So EDreams refund practice is contradicting not only to its published policy but also unlawful. EDreams have equivocated too often and too long under the name of this pandemic. It pushes people like myself urgently look for alternative solutions to avoid being left out of my pocket. I am taking the case to trading standards and ombudsman. I felt it is no longer about refund, it is the time for businesses such as EDreams who acts like they are untouchable to be chastised by the power of consumers. 

You have this power.   You have always had this power.  The power of choice to not use this Spanish based online only seller of air tickets is yours and remains so. Unfortunately many like you fall into the trap of seeking and buying online based on price alone without due diligence to who your money is going to and what the company's reputation is like.  You have experienced the fall out of this poor decision. 

Upsidedownandaround

eskbanker said:

Ally8880088 said:

As far as I am aware, I am contracted with EDreams under consumer rights act. Regardless how refunds to happen between them and airlines are behind the scenes which is irrelevant to end users. So EDreams refund practice is contradicting not only to its published policy but also unlawful.

That's the heart of the issue here - by booking flights through an intermediary middleman you effectively lose the protection you'd have by booking directly with the airline (which would legally oblige them to refund you within 7 days), so it isn't irrelevant.  Agents are under no such statutory obligation to refund within a certain period of time, and so naturally there are many who will delay, blaming airlines whether or not it's appropriate, so it's not clear on what basis you feel they're demonstrably contravening the CRA?

Having said that, there's no obvious reason why they'd now be refusing you a refund at all, so if they haven't offered any explanation then it's probably worth going to small claims.

Upsidedownandaround said:

Did you try a chargeback or s.75?

It seems highly likely that OP would have mentioned this if relevant, but obviously it's now way too late for chargeback and any s75 rights are negated by the use of an agent, thereby breaking the debtor-creditor-supplier chain needed to sustain a claim.

Yes I'd agree that is likely but may be worth knowing whether they tried or not given they are asking for options to try.

It's not highly likely they would mention it if it is relevant. The vast majority of opening posts fail to mention relevant infromation.

Caz3121

Ally8880088 said:

As far as I am aware, I am contracted with EDreams under consumer rights act. Regardless how refunds to happen between them and airlines are behind the scenes which is irrelevant to end users. 

It looks like as well as missing research on EDreams reputation (you would not have gone near them if you had) you also missed reading the terms and conditions you agreed to (you may also have avoided using them if you had)
2.1. Through this Platform, eDreams offers search and comparison services of travel services which are offered by Travel Suppliers, as well as mediation services which enable the Users to actually purchase travel services in accordance with their preferences and choices. A purchase on this Platform means that You make an order to eDreams to acquire services from third parties for You, which implies a payment obligation. When You purchase travel services through this Platform, You will enter into two agreements: (a) one agreement between You and the Travel Supplier(s) relating to the provision of the travel service(s) required and (b) one agreement between You and eDreams relating to the provision of a mediation service. Unless expressly indicated, eDreams acts as an Agent for You and does not enter into any contractual relationship with You and/or the Travel Supplier relating to the services that You purchase on this Platform.

They gave your money to the airline, they won't give it back until the airline returns it to them....and then they will deduct the fees you agreed to....have you confirmed with the airline if they have issued the refund to eDreams?
For future there are 1000s of complaints about eDreams and there are many other third parties that are equally poor. Research in advance is key before deciding who to give your money to. (directly to the airline is generally the safest)

Voyager2002

eskbanker said:

Upsidedownandaround said:

Did you try a chargeback or s.75?

It seems highly likely that OP would have mentioned this if relevant, but obviously it's now way too late for chargeback and any s75 rights are negated by the use of an agent, thereby breaking the debtor-creditor-supplier chain needed to sustain a claim.

S75 might not be such a lost cause. Presuming that the airline made a refund to eDreams, the agent is in breach of its obligations to the OP.

sheramber

who rejected the refund?
The person who authorises it?
A technical problem with the system? 
The bank?
The customer service rep will have no knowledge of why it was rejected. They will be reading a message on a screen.

eskbanker

Voyager2002 said:

eskbanker said:

Upsidedownandaround said:

Did you try a chargeback or s.75?

It seems highly likely that OP would have mentioned this if relevant, but obviously it's now way too late for chargeback and any s75 rights are negated by the use of an agent, thereby breaking the debtor-creditor-supplier chain needed to sustain a claim.

S75 might not be such a lost cause. Presuming that the airline made a refund to eDreams, the agent is in breach of its obligations to the OP.

I'd answer that in the same way as last time!

https://forums.moneysavingexpert.com/discussion/comment/78043832/#Comment_78043832

Pollycat

For anyone reading this thread (who is not already aware), just check out the Air Travel board of Tripadvisor.

There are many threads regarding eDreams. Enough to make you run for the hills with your money still in your pocket.

Sharonac

Hi I am in the same situation and currently trying the section 75 route if not I will be going through the small claims court. The airline have told me that they sent eDreams the refund 30 jan 2021 but I have yet to get the refund of which eDreams claim they haven’t received. I would t waste anymore time contacting them has just going round in circles like myself. I will let you know if I have any success anywhere so can help you try to get your money back
good lucj