Information and Alerts

Pattern of Complaints

Complaints on file with BBB generally allege that consumers have paid for reservations and believe that they have been confirmed, but later find that the reservations were not finalized. In some cases, complainants also indicate this causes the need to book alternate flights at much higher prices.

Other complaints allege that the customer has difficulty obtaining a refund for flights that weren't booked.

BBB contacted the company on December 30, 2014 and requested their voluntary cooperation in addressing complaint issues and to provide steps it would implement to help eliminate the pattern of customer complaints.

The company responded to BBB on January 13, 2015 and outlined changes they were making to address complaint issues:

eDreams has added a second field for a customer to confirm their email address, as many customers were complaining of not receiving their tickets, and the company found many times it was due to a mistyped email address that was causing confirmation emails to be sent to invalid addresses.

By adding this new field the company intends to avoid customer typos in their emails and make sure they receive their confirmation as soon as they buy their tickets.

The company also stated that service fees are non refundable. If clients want to cancel their tickets it is really up to the airline to refund or not, but the eDreams fee is non refundable unless there was a problem on their side. This is why they are now offering 24 hours service to make sure they can respond to all callers anytime of the day and see each case separately.

With regards to cancelled reservations, the company stated "we do not cancel bookings, sometimes airlines will, but very rare. We do send communications to customers that their cards have been rejected and unfortunately pricing of airlines might increase or decrease this is something that it is really out of our hands."

Since that time, BBB has monitored complaint activity. BBB noted that complainants continue to report similar issues as before regarding flights that they believe are confirmed, but then find are not reserved.

The company explained to BBB in more recent correspondence that the first email that is sent to a consumer confirms their requested itinerary and the customer must confirm that email in order to finalize the booking process.

On October 16th 2019 BBB reviewed its most recent complaints and determined that the pattern of complaints continued.

On June 24, 2021 BBB again reviewed the company's complaints and determined that the pattern of complaints continued.

BBB contacted the company on June 25, 2021 and requested their voluntary cooperation in addressing complaint issues and to provide steps it would implement to help eliminate the pattern of customer complaints.

The company responded to BBB on July 08, 2021 stating, "To support our customers, we have strengthened our customer service capabilities in order to respond to the large number of requests we received, which increased by fivefold overnight. Among other measures, we reinforced our phone hotline with 200 additional support agents and increased our refund operations team by 500%. We also enhanced our self-service platforms to make it easier for customers to autonomously manage their bookings and refund requests without having to contact us."

BBB will continue to monitor and update the company's report as needed.