eDreams App confirmed a Refund - how do I hold them to account

SnobbySnor

Never use eDreams!  My mother passed away + I needed to change the return leg of my flight to a later date.  It seemed like an impossible task for eDreams, with chat bots informing me that 'the system won't allow that'.  I eventually hopped onto the eDreams app + received a message saying I'd be getting a refund for my return flights - I screenshot this message.  How do I hold them to account with regards to this message, which seems to have disappeared from my profile on the eDreams app?

eskbanker

Did you purchase (expensive) fully flexible flights that would permit changes or refunds?

If so, then you should be able to exercise your rights.

On the other hand, if not then would be quite unusual for an airline or cheap agent to refund, so I'd be sceptical about your prospects for seeing anything back, even if they suggested that in a message, so it'll come down to establishing the fare rules for your ticket and checking the Ts & Cs of the agent....

If you're unable to secure a refund from airline or agent, will your travel insurance cover it?

Famau

It may seem rather harsh to say this, but this is exactly what travel insurance is for.  I do hope that you took it out and that it will cover you.

bagand96

What are eDreams saying when you're asking for a refund?

The message in your screenshot doesn't say you'll be getting a refund for your flights?  It states your request has been approved by the airline.  That could just be a cancellation request. An airline can still cancel a ticket even if no refund is due  As the poster above has suggested, were your flights refundable/flexible.  Most flights are not, refundable and fully flexible fares are very expensive. 

mr_stripey

Others have already made the points but 

 - The screenshot doesn't say you're getting a refund
- these online travel agencies are notoriously difficult to deal with especially around refunds/changes. Even if they can get one from the airline, they will likely make charges to you which is why it is usually better to book direct with the airline
- unless the tickets were explicity refundable/changeable you've got next to no chace

BUT

your travel insurance should cover the death of an immediate family member disrupting travel plans

NoodleDoodleMan

Maybe contacting the airline direct would explain exactly what they agreed to, according to eDreams - and clarify the full terms and conditions of the booking in respect of requesting a change of flight ?