eDreams LLC Vacaciones eDreams (incorporated in Spain) eDreams & eDreams.net is a Delaware LLC with a business address in Coconut Grove FL. opodo.com (Opodo is an IATA Accredited Agent) Failure to provide adequate consumer disclosures, excessive baggage fees charged, completely unresponsive to inquiry/complaint. Coconut Grove Florida

Purchased tickets 11/4/22 and cancelled 30/6/22.  Repeated attempts to obtain a refund have been the same old email - customer service is a robot and the real human is equally intelligent as the useless robot. 

Thousands of people worldwide have had their money stolen, I dont understand how they are still able to operate.  I have been informed repeatedly to wait 72 hours, that they have forwarded my refund to the airline and it is their fault (I have confirmed with the airline no request has been lodged). 

I personally have lost $1227.75 New Zealand dollars and desperatley need that money back.  Can something not be done to hold eDreams/Odiego/Govoyages/Opodo to account?  Thousands of us cant be wrong.

eDreams responded to a Better Business Bureau complaint saying there was a technical glitch and they have refunded the baggage fees of $536.34.  

Here was my reply back to them through the BBB.

BBB Complaint: 17214869

Dear eDreams,

This issue was more than just a technical glitch.  Despite all of the reported information neither your customer service line nor your special complaint line were willing to refund the baggage fees.  It is only when an oversight agency, such as BBB, gets involved that you finally decide to issue refund.  In the interim, you have wasted countless hours of my time.  In addition to this technical glitch, you failed to order the extra bags from the applicable airline in this case, ITA, and you never paid ITA for the extra bags either.  Perhaps also a glitch?

Speaking of glitches, on this same reservation you charged me an extra $509.94 for seat assignments that we paid for on 2 of the 4 legs of our flight at a cost of $84.99 per seat. That is a total of 6 seats at $84.99.  When I logged into the ITA website to check our reservation status yesterday, I was horrified to discover that our seats were never reserved by your agency.  I called ITA and they confirmed you never sent them any seat assignments nor paid them for our assigned seats.  When I called your customer service line, and asked about the seats using your chat.  I have the backup of the conversation. 

Here's what your agent said.  "I am really sorry for the inconvenience, however, I can check from here that we could not add the seat from our end that is why we have refunded you for the seat on 5/25/22 amount of $536.34."  As I'm sure you're well aware, the $536.34 refund is for the baggage not the seats!

Then your agent informed me that the refund timeline will be 180 days.  Further they said "This is the transaction is 9319061829.1 and order ID 20060577434.  For the record, I have not seen this credit hit my credit card yet.  I will be calling my credit card provider this morning who I had already issued a chargeback through for the baggage.  Until I see the actual credit come through, I don't accept your advice of payment as authentic.

More importantly, you owe me a 2nd refund on this transaction for the seats that you collected an additional $509.94 for but never put in the order with the airline.  I had to pay for the seats directly with the airline yesterday spending another $500+.   Your customer service department thinks the baggage refund resolves everything but that is not true.  I spend HOURS on the chat with them yesterday but they refuse to listen.

To recap, I paid $908.21 per ticket for a quantity of 3 = $2,724.63

$536.34 for 6 additional bags (due to your lack of disclosure now being referred to as a technical glitch)

$509.94 for 6 seat assignments at $84.99 per seat.

Total $3,770.91 which is what shows on my credit card statement.

Please refund the seat assignments that you failed to provide with the airline for $509.94 and provide similar proof.  Also, given this ridiculous situation I have cancelled the so called "Prime" membership you sold me for an extra $172.42.  There's been nothing "PRIME" about this terrible experience with your company.  Please provide evidence of that refund as well.

Sincerely,

Joseph Gray

After all of the evidence I provided to eDreams on this matter, this is how their customer service department responded today:

"Dear Customer'

Thank you for contacting us' we already answered last week and we would like to inform you that the additional service is non refundable' Best Regards' Customer care team."