eDreams

Subject: Urgent Refund Request Flight QZ642 on March 7 | Booking via eDreams

Dear eDreams Support Team,

I am writing to formally request a full refund of our tickets for AirAsia flight QZ642 on March 7, 2025, booked through your platform, with a total value of $270.83 USD. We received a confirmed booking from eDreams and arrived at the airport as instructed. However, the AirAsia airport assistant informed us that the flight was full and that our names were not on the passenger list. We were not given any explanation or alternative by the airline, and we were denied boarding. This last-minute issue left us with no usable alternative and caused measurable financial damage, including:

A non-refundable Komodo Island tour $256.19 USD
Accommodation costs at Dejavu 2.0 Hotel Bajo Komodo IDR 1,079,920

All relevant documents, including booking confirmations and proof of financial losses, are attached for your review. As the booking was made and confirmed through eDreams, we hold you accountable for ensuring that valid tickets were provided. Since the service paid for was not delivered, and no alternative or timely notification was given, we expect a full refund of the total ticket cost ($270.83 USD). Please process the refund promptly or advise us on the next steps. If unresolved, we are prepared to escalate the matter to consumer protection authorities.

Thank you in advance for your support.

Sincerely,
Denitsa Lyutskanova
Email: kostadinovadenitsa@***.com
Phone: 003598****8859
Booking Reference: 213********

I understand that I have checked in for my Ryan Air flight, booked through eDreams, and therefore subsequently checked in via eDreams. The problem that I now have is that my booking isn't verified with Ryan Air.

I have spent the best part of this day typing with both the 'help' teams at Ryan Air and eDreams, I am no further forward. The email that eDreams provided me with for logging in to Ryan Air does not work. I cannot 'speak' with anyone, be it a robot or a human on the chat facility to resolve this, they are not understanding the issue, I have been sent in so many circles that frankly I am both exhausted and dizzy. I am so concerned that when I get to the airport (Murcia on the 29th April) I won't be able to take my flight, or will be faced with a hideously expensive penalty, of which is not my making.

Can someone please contact me to resolve this situation.

A phone call would be ideal, however I realise that in 2025 this is almost an impossibility!!! THIS IS NOW A MATTER OF URGENCY.

Apart from telling me that we have taken your request into account, my situation remains the same. eDreams has not provided me with the invoice for my purchase within 72 hours (request made on March 3), nor a certificate of flight cancellation either by eDreams or by the airline since it resumed its segments on the day of my purchase. On the famous eDreams application, my 'ghost' reservation is confirmed and my flight landed when it never took off, as I was at the airport for a ghost flight. I would like eDreams to update its prime application.

To go:

Your flight has landed

16:10 Tue., March 4

P Trudeau International (YUL), Montreal

Sunwing Airlines Inc. - WG 4214

Operated by Sunwing Airlines Inc.

Economy

4 hours 20 minutes 21:30 Tue., March 4

The Union (POP), Puerto Plata.

I would like you to check if this flight WG 4214 has landed or taken off.

In summary, my situation remains the same: no flights, no refund, and a paid rental. eDreams is advising me to be patient. However, 'Your invoice request is being processed. eDreams will send you the invoice by email within 3 working days from March 3, 2025.

To whom it may concern,

I am sending this email to more than one organization because what happened to me that day involves more than one organization.

For me, it was the effect of not wanting to take the blame and pushing it onto others that made it happen.

Before I explain, there are two things I have to state that will be important for you to understand the situation.

First, Spanish isn't a language that I master. I started learning last November but I'm not fluent enough to be functional in a working or transactional situation.

Second, I have a complex post-traumatic stress disorder (CPTSD) due to my military service. I have serious issues with the regulation of my stress and anxiety when I'm in stressful environments such as a crowd or, as here, in an impasse which I have no control over. If you want to verify it, it would be my pleasure to give Veterans Affairs Canada permission to give you access to my medical records about this issue.

As for the situation, when I landed in Madrid from my flight from Alicante (Air Europa UX 4042) around 13:00 October 8 at terminal 2, I went out to retrieve my luggage. It took a moment before the baggage arrived. Once I got mine, I went to get the airport shuttle. The way it works in this airport, I had to take the shuttle from terminal 2 to terminal 1, from there, I had to go to another level to get the shuttle to get from this terminal (1) to get to terminal 4.

This is where things got bad. When I arrived at the check-in point for my flight to Havana World2Fly 2W 1505, they told me, in Spanish, that I couldn't do the check-in because I didn't have a visa. I asked which visa they were talking about because I had completed the 'Dviareros' and the only other visa requested as a Canadian, is the one they are supposed to issue me - usually given in the plane going out of Canada. They insisted that I couldn't board. At some point, she told me to go see their office (about 150 meters away). So on my way there I called E Dream to ask them what's going on, they told me that since it was a visa issue it was my problem since it's my responsibility to get a visa.

I need to point out that because of the two points I raised at first, I was in panic. I didn't understand how it was my issue since the only visa I need as a Canadian is the one that has to be issued by the airline. So I hung up since I was close to the World2Fly office.

There I had the same heated exchange about the visa until the moment one of the employees took up a visa and told me that was the one I needed. I then asked why the check-in didn't simply tell me that I needed to get it there first and not argue with me for 10 minutes. I said anyway, I'm here just sell me one. The agent told me it was too late, I had to be there 2 hours before. I told her that I was just there, what's 2 more minutes and that I just got out of the plane then got here. I couldn't get here faster even if I wanted to. She told me that it wasn't her problem then told me to go file a complaint if I wasn't happy with her decision.

Let me tell you that I wasn't impressed at all.

Then I called E Dream again, again I was in panic mode, I explained to the agent that in the end, it was a time issue since my two flights were too close, I couldn't complete the procedure in time. The agent, who was the same as in my first call, got really aggressive, telling me that I was lying that it was all a visa issue. I had to yell at him asking him to let me speak so I could explain, that by the time I got to the check-in to the airline office, there was 150 meters, that the visa in question had to be taken there first but I was too late. It doesn't take more than 5 minutes to go from one and other so the time between the two flights was too short since I did it as quickly as possible. He didn't care.

I was in complete panic, I had to go calm myself down and get somewhere with fewer people to get calmer. Then I called E Dream for the last time. The agent tried the same excuse as his predecessor but when I refuted them and pressed my claim of time issues, he said that I agreed with the flights when I did my reservation, hence it was my problem. I asked him that since I chose the flights based on the option given to me by the website, I asked a Havana to Alicante and then Alicante to Havana, how could I be held responsible if the flights option they gave me wasn't timed to prevent that? That's the whole point of using their website! So they find matching correspondence.

He didn't care. I asked him for his employee number so when I do my reclamation, he could be asked since he was the representative I talked to. He told me I didn't need it that I just needed to fill my complaint.

So I called an agency in Canada since now I have absolutely no trust in World 2 Fly and even less in E Dream, to find me another flight from Madrid to Havana. The flight was the next day so I had to spend the night at the airport since I didn't have enough funds for a hotel and the cab( I couldn't find any hotel under 500$ Canadian and the cab to go to and come back would cost around 100.)

But before the night I went to Air Europa, the airline of the flight I reserved to go back to Havana the next day, to get the visa with my reservation number. Later I reserved a seat in the plane to be able to sleep in a seat with a bit more space since it would be impossible for me to sleep in the airport with my CPTSD.

The next morning, I did the line up for my check-in. The agent couldn't find my reservation. When she asked me where I made my reservation, I told her through an agent, she accused me of having been scammed since she couldn't find my reservation. Then a second agent came to check with her and at first she agreed with her. I got mad, I asked them how could I've been able to buy the visa and the seat selection with my confirmation number if I'd been scammed, by an agent I trust and know!!??? They checked again and miracle! They found it.

Let me tell you that this whole experience has been a real nightmare due to the unbelievable mess of it all! Seriously the attitude of the ladies at both the check-in and office of World2Fly have been horrible. I was trying my best to explain in Spanish but it isn't a language that I master. My mother tongue is French! I learned English at 19! Just the nonchalance and aggressiveness of them were pitiful.

And for E Dream. The second call, the agent's behavior was unacceptable. He didn't let me explain until I had to yell over him not letting me speak before I could try to explain the situation.

Let me assure you that I'll avoid E Dream and World 2 Fly in the future and that I have advised my fellow veterans brothers to do the same in our forums.