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As much as we want to be sympathetic with "travel agencies" at this difficult time, it is unacceptable that eDreams has not been able to minimally predict, in months of travel cancellations and postponements, the number of resources or strategy change needed in the eventuality of the outbreak to follow the path that it had followed until now, that is, increasing day after day. We have been trying for 5 days (all day) to call eDreams' cancellations, a paid contact to try to get information about our rights and be able to do what is needed about our reservations.
It should be noted that we were informed timely by the airline Iberia of the cancellation of one on our flights and not by eDreams.
This notice from the Airline was made on March 9, 2020. Edreams only indicated that there was a problem with our reservation yesterday, on March 13, 2020 (our trip would be Monday, the 16th March), through a partner OdigeO (???), requesting that we contact them as soon as possible during the next 48 hours, again, through an obviously paid number. !
It's already 5 days of paid calls, hours of waiting, losing even more money than what we already lost with all this situation, asking greedily, by all means, to direct us to the cancellation line - because the initial automatic sorting is not correctly running -, they do it and then, 1 hour waiting after, the call simply ends. Hours and hours of conversation with the bot they use in the Facebook Messenger for Android chat, which only serves to indicate for the thousandth time what our reservation number is to simply tell us that they are experiencing a large volume of chats and that we should get back in contact within 2 to 3 hours.
We are desperate. We have tried by all means to obtain answers about our rights and what to do about our reservations.
Considering that our flight would be soon, we hoped that they would consider doing a proximity screening to the date of the flight and simply keep our contact and call us back. It would clear the lines and enable to manage priorities much better. Until then, some explanatory email (they send so much crap!).
We have insurance, which we have already called and which indicated that it would only be possible to deal with Edreams.
The airline Iberia, , provided the possibility of transformation in vouchers in a very pragmatic way in face of this problem. However, since the trip was not purchased directly from them, they cannot provide this service without going through eDreams.
eDreams: we need answers! We need to be given solutions!
We need your systems to work! IT'S NOT WORKING!
Product or Service Mentioned: Edreams Customer Care.
Preferred solution: Let the company propose a solution.
eDreams Cons: Poor costumer service.