eDreams

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.

eDreams! You've been scamming me for a whole year!

A year ago, I got stuck in Tel Aviv during the war of October 7th. My flight that was scheduled for that day was cancelled, understandably. Consequently, I bought a ticket at eDreams with Turkish Airlines for the 9th of October. I specifically purchased it with full refund insurance because I understood that the situation in the country was unstable.

Still, I needed to return to work from my vacation. As I anticipated, the flight was indefinitely delayed and subsequently cancelled, so I'm not sure. However, I purchased the ticket with a refund, so I was confident I could reclaim my money. I spoke to Turkish Airlines, and they reassured me that I qualify for the refund, even without eDreams insurance.

However, since I purchased the ticket through a third party, I had to apply for compensation through them too! So, I did! I tried repeatedly to contact them but eDreams totally ignored me. They would only communicate when I posted negative comments here.

I wasted a lot of time, energy, and money on international calls. I have already spent 48 euros calling the UK call center! So, eventually, out of the initial 340 euros, they only reimbursed me 140 euros! There was no compensation or anything.

As an unsettling, dark, ironic mockery of the entire sad event and all the stress I have undergone - including the war - they rebooked me, without my consent, for that flight - a year later with Turkish Airlines! From Tel Aviv to Vilnius on 9th October 2024, a year after the war! Is this a joke, eDreams? Are you serious?

I am no longer in Tel Aviv and I have no plans to return! There's a war in the country. Moreover, I don't need that ticket a year later, which you insist I can't cancel because I verified it! I didn't confirm it!

The only reason I discovered it is because I saw it in my Google calendar.

Can I sue over this? Because at this point, it's becoming re-traumatizing and psychologically damaging, not just irritating!

EDREAMS: UNSCRUPULOUS, UNETHICAL, AND SERIAL SCAMMERS!
I purchased a plane ticket through edreams. Everything seemed fine at first, but 15 days later, I received an email from this "company" for the first time, informing me that they had charged my card £90 for a Prime subscriptionsomething I never requested or authorized.

I had never received any prior communication about this so-called subscription, not even to confirm my flight. They acted with complete impunity and dishonesty, using my personal and financial information in an illegal and fraudulent manner.
A PERFECTLY ORGANIZED SCAM! When I called to demand answers, I encountered their mental exhaustion strategy: They claimed that, apparently, by purchasing the 'cheapest ticket', I had "automatically agreed" to an annual subscription with automatic renewal. They said it was MY CHOICE out of different booking prices which is another complete lie since I was also looking at the prices from the airline and they had the exact same price (NEVER use third parties scamming websites again).

They blamed me for not canceling the "free trial" within 15 days, ignoring the fact that I was never informed or notified. They condescendingly tried to make me feel "grateful" for the partial refund they were offering. FLAT OUT OUTRAGEOUS.
Moreover: During almost two hours on the phone, I was transferred between three agents, having to explain my case from scratch each time. They tried to convince me that the partial refund was being processed, but when I mentioned I had blocked my card (to prevent further unauthorized charges), they transferred me to another agent who repeated the same excuses and ultimately told me: "You need to contact your bank if the money doesnt show up." They conditioned the partial refund on not canceling the subscription, trapping me in their deceitful system.

This is all part of a manipulative scheme designed to frustrate you into abandoning your rightful claim.
MANIPULATION AND LACK OF TRANSPARENCYThis company doesnt just operate as a serial scammer; they also make it nearly impossible to reach their support team. Their emails dont allow direct replies, accessing your "open cases" on their platform is useless, and their agents are trained to mentally and emotionally exhaust you.
Under Spains Royal Legislative Decree 1/2007, consumers have the right to withdraw from any service they didnt explicitly sign up for within 14 additional days after an unauthorized charge. However, edreams systematically violates these regulations, creating a bureaucratic labyrinth to prevent you from reclaiming your money.
REPORTING AND TAKING ACTION AGAINST EDREAMS
I am not the first, nor will I be the last, victim of this company. Complaints against them are flooding the internet.
In Spain, file a report with the OCU and the Civil Guards Cybercrime Unit: Email: sugerencias(at)guardiacivil.orgor through their website (cannot post links)
In Argentina, file a claim through COPREC (Consumer Protection)
Sign this petition against their abusive practices:Change.org: Stop Travel Agency Fraud EDREAMS
Join communities of affected users to expose their atrocities, like the facebook group called 'WARNING!!!

EDREAMS.COM!!! TOTAL FRAUD!!
Edreams is a disgraceful, unethical, and unscrupulous company dedicated to fraudulently taking money from its users.

My time, energy, and peace of mind will not be returned, but I will do everything in my power to expose their dishonest practices and prevent others from falling into their trap. If youve been a victim, speak up and file a report.