Avoid eDreams for bookings


Don’t. Just don’t use this company.

Just a warning to anyone out there. I’m trying to book a flight from Bangkok to Hanoi at the end of the month. Vietnam Airlines have one leaving at midday which is great as I’m due in around 7:00am from London, via Mumbai.

However, it’s around £130 booked direct. I checked using the excellent SkyScanner site and they found me it for nearer £70 through eDreams. I went through the shonky booking system – which changes the pricing twice. The claims partway through of “all fees” being included is a lie as they first of all add some unnamed fee, then chuck a tenner on at the end. Oh, and a surcharge for using a credit card. My £67 fair ended up being a shade over £80.

And that’s not the worst of it. When I booked it, I got a large page which told me there’d been a problem authorising my credit card. I was to expect an email with instructions. In the meantime my flight was “confirmed” – this despite them not having any payment.

Strange thing – I checked my credit card statement online and that sum seems to be sat as a “Pending Transaction”. This means the sum has been earmarked and is classed as “out of my account”. Which means there’s no issue at all.

Despite this, a day later I got an email from them telling me to fax a copy of my passport, credit card front and other details to an international number. Along with this were warnings about flight price increases, promo fares not allowing refunds and so on.

A quick Google found a stream of bad reviews of eDreams. And I mean bad. People in the same situation who’d had their cards charged and received no tickets. Another chap who faxed the details twice until they eventually said that had them… but that the flight was more expensive now and that he would have to pony up the difference or lose the tickets. And the money he’d already paid.

As such, I emailed them on both addresses they included in the initial mail explicitly stating that I was cancelling the order and would not expect any payment to be taken by them. See below:

Regarding your follow-up email, I have no means of faxing to an international number. Also, given my current geographical location I can’t telephone any of the numbers you provided to contact you.

I do notice that the fee has been taken from my credit card which tells me that your email is a lie – there have been no problems with the payment. Having checked online I have found many people with the same issue, and a huge number have not received tickets from you or have been told they must pay an additional fee once they contact you.

As such, take this email to be an official cancellation and expectation of full refund. I have contacted my credit card company and informed them of the dubious nature of this transaction and expectation of the end of this matter.

Half an hour later, I received the following short response:

Dear Customer;

The booking has been cancelled.
If you have more doubts, please contact us the most soon as possible.-

Thank you for trusting in eDreams

I will of course be checking very carefully to see if my card is billed. If so, the lawyers at that company can take it up, or use resources as Kelly White Donofrio LLP to help as well. Their cancellation email is, in my opinion, an acceptance of my terms, to whit a full refund.

I am now booked on an AirAsia flight 2 days later which means 2 days in Bangkok. Not a bad thing, to be fair. I’m sure I can find something new to do. I might even be able to catch a film if the shopping centres are allowed to re-open!

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