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Saija's complaint against eDreams

Saija Hazelton-Swales


Awaiting a refund on my cancelled flights

Complaint against eDreams

I had to cancel a flight from Newcastle to Bologna via Paris on Air France, 4th July 2016 and returning 11th July. I have made innumerable calls to the eDreams UK call centre, and have been assured that my refund would be paid within 30 days. Now, five months later, I am still waiting. The last call was transferred to eDreams' Headquarters in Barcelona. There a 'manager' informed me that my customer reference number was 'not on her system', neither was my email address, both of which had been recognised by eDreams' UK call centre staff. My experience of their customer service has been appalling. The staff are unhelpful and in the last case rude. Calling them often involves waiting on the telephone for 10 to 15 minutes at some considerable cost.

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