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EDreams Refund

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  • 25-03-2020 3:18pm
    #1
    skinny90
    Registered Users Posts: 2,466 ✭✭✭


    Hi All

    I know CI is busy with a lot of disruptions going on.

    Partner and I booked a trip to Bali and are due to fly out April 3rd.

    Partner booked trip via Edreams.

    Flights are from dub-athens
    Athens-Singapore-Bali

    Return its Bali to Singapore-Berlin-Dub

    Given the trip wont be happening we have been unable to see where we stand.

    Our contract is with Edreams, yet we cannot get any info on redress from them,

    Contacted travel insurance and they have advised that I try with the agent as its their statutory right to redress this issue.

    I tried the airlines and they have offered a voucher but its not what we initially paid.

    Once my reference number is provided we are directed to an automated service saying they wont talk to unless we are due to fly out in 5 days. (It used to 8, then 7 and now 5 days)

    Also we received an email stating that if we need to cancel the flight we need to ring them 7 days prior to flying yet I can get through to an agent so its all around and circles

    My preferred redress method is a refund purely based on all of the uncertainty with possible closures of companies and uncertainty on possible future travel.

    Any advice would be grateful


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    #2
    Dav010
    Registered Users Posts: 14,085 ✭✭✭✭Dav010


    skinny90 wrote: »
    Hi All

    I know CI is busy with a lot of disruptions going on.

    Partner and I booked a trip to Bali and are due to fly out April 3rd.

    Partner booked trip via Edreams.

    Flights are from dub-athens
    Athens-Singapore-Bali

    Return its Bali to Singapore-Berlin-Dub

    Given the trip wont be happening we have been unable to see where we stand.

    Our contract is with Edreams, yet we cannot get any info on redress from them,

    Contacted travel insurance and they have advised that I try with the agent as its their statutory right to redress this issue.

    I tried the airlines and they have offered a voucher but its not what we initially paid.

    Once my reference number is provided we are directed to an automated service saying they wont talk to unless we are due to fly out in 5 days. (It used to 8, then 7 and now 5 days)

    Also we received an email stating that if we need to cancel the flight we need to ring them 7 days prior to flying yet I can get through to an agent so its all around and circles

    My preferred redress method is a refund purely based on all of the uncertainty with possible closures of companies and uncertainty on possible future travel.

    Any advice would be grateful

    If you paid by card, try a charge back.


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    #3
    endofrainbow
    Registered Users Posts: 2,609 ✭✭✭endofrainbow


    Sorry to be the bearer of bad news but EDreams are the shonkiest of all OTA's. They are renowned for lack of customer service - they're basically a ticket flogger.

    IF you paid by credit card, you could try a charge back.

    It's also possible that these were separate flights cobbled together by them - do you have 1 PNR for the entire trip? If you do can you enter on the airlines' websites?


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    #4
    spatchco
    Registered Users Posts: 388 ✭✭spatchco


    sorry for your troubles, for my part i lost money with another lot of shisters called eSKY.ie paid with my card but the money was taken from my account within hours of paying so they could not stop payement i will stop there and wish you luck


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    #5
    skinny90
    Registered Users Posts: 2,466 ✭✭✭skinny90


    endofrainbow wrote: »
    Sorry to be the bearer of bad news but EDreams are the shonkiest of all OTA's. They are renowned for lack of customer service - they're basically a ticket flogger.

    IF you paid by credit card, you could try a charge back.

    It's also possible that these were separate flights cobbled together by them - do you have 1 PNR for the entire trip? If you do can you enter on the airlines' websites?

    I believe I do have 1 PNR however it’s with 2 seperate airlines and there both giving vouchers aswell.

    I didn’t pay by credit card but by debit card...it amounts to just under 2K will the banks issue a charge back or the provider? Typically how long is this process and what are the chances of success?


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    #6
    seagull
    Registered Users Posts: 2,340 ✭✭✭seagull


    Debit cards now have the same rights to charge back as credit cards, so you can go that route.


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    #7
    skinny90
    Registered Users Posts: 2,466 ✭✭✭skinny90


    Hi all
    So we have still not heard back from edreams...
    Emails, numbers you name it it is impossible to get through to them.
    We contacted the bank to initiate the charge back. They need forms filled but also correspondence from edreams
    They also said they’d reach out to edreams but how can they if we can’t
    Thanks in advance


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    #8
    skinny90
    Registered Users Posts: 2,466 ✭✭✭skinny90


    Hi All,

    So still no response from Edreams.

    There is no option to request a refund only to cancel and change the trip.

    From a charge back perspective if we accept this from Edreams how does this look.

    From Edreams side of things, what happens if we do nothing, do we have to accept. It appears that only one out of 3 flights is still operating...

    I have logged into the other 2 airlines and nothing can be accessed in the manage booking section


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    #9
    spatchco
    Registered Users Posts: 388 ✭✭spatchco


    i had an e/mail from eSKY.ie today and the cheek of them was to ask me how i enjoyed my holidays and what i though of the different airlines and airports the only reply to all was i never got out of Ireland not that they give a hoot


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    #10
    skinny90
    Registered Users Posts: 2,466 ✭✭✭skinny90


    Hi All,

    If anyone can give guidance to my last post id be grateful

    We have initiated a chargeback with the bank

    From a charge back perspective if we accept this from Edreams how does this look.

    From Edreams side of things, what happens if we do nothing, do we have to accept. It appears that only one out of 3 flights is still operating...


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    #11
    skinny90
    Registered Users Posts: 2,466 ✭✭✭skinny90


    Sorry to bump this up but I feel like we need to make a decision soon.

    To recap- we cannot contact the agent
    Tried checking our bookings on the airline but our bookings are gone( they used to be there)
    Agent is completely unresponsive and using deflective self service mechanisms to cancel/request vouchers
    As we want a refund these options are no good.
    We have initiated a charge back with the bank

    If we dont do anything in relation to getting a voucher will this affect us getting the chargeback?

    I am asking as there is just under 2K spent on these flights :(


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    #12
    spatchco
    Registered Users Posts: 388 ✭✭spatchco


    sorry skinny90 for your troubles but dont sit on your hands dont wait we got nothing back from eSKY.ie we have been stonewalled with every e/mail with its been passed on and no way of phoneing them good luck


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    #13
    skinny90
    Registered Users Posts: 2,466 ✭✭✭skinny90


    Hi
    I am speaking in the context of a charge back


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    #14
    whomitconcerns
    Registered Users Posts: 4,319 ✭✭✭whomitconcerns


    If you have requested a charge back from your bank, what else do you want to do? It's in your bank's hand not good


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    #15
    skinny90
    Registered Users Posts: 2,466 ✭✭✭skinny90


    just an update today, received my full refund of just under 2k via chargeback. process took about 3-4 weeks, your left in a bit of a limbo with the bank as they are not great for updates or status's or dont call back when they say they will...but given the circumstances id say its difficult for them too.


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    #16
    endofrainbow
    Registered Users Posts: 2,609 ✭✭✭endofrainbow


    skinny90 wrote: »
    just an update today, received my full refund of just under 2k via chargeback. process took about 3-4 weeks, your left in a bit of a limbo with the bank as they are not great for updates or status's or dont call back when they say they will...but given the circumstances id say its difficult for them too.

    Banks can't give updates as they need to carry out an in-depth investigation. Good to hear you had a successful outcome.


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    #17
    skinny90
    Registered Users Posts: 2,466 ✭✭✭skinny90


    endofrainbow wrote: »
    Banks can't give updates as they need to carry out an in-depth investigation. Good to hear you had a successful outcome.

    In hindsight I can see why, that being said when your the customer it can be a little stressful.

    Anyways thank :) really delighted with the outcome


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    #18
    spatchco
    Registered Users Posts: 388 ✭✭spatchco


    excellent news


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    #19
    endofrainbow
    Registered Users Posts: 2,609 ✭✭✭endofrainbow


    have you learned your lesson? Only book direct with the airlines !


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    #20
    skinny90
    Registered Users Posts: 2,466 ✭✭✭skinny90


    endofrainbow wrote: »
    have you learned your lesson? Only book direct with the airlines !

    lesson well and truly earned


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    #21
    paddy19
    Registered Users Posts: 1,138 ✭✭✭paddy19


    Congrats you did well.

    Curious which bank you got the chargeback from.

    It's for my guide for getting refunds for cancelled flights.

    https://www.boards.ie/vbulletin/showthread.php?t=2058073208&page=2


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    #22
    skinny90
    Registered Users Posts: 2,466 ✭✭✭skinny90


    paddy19 wrote: »
    Congrats you did well.

    Curious which bank you got the chargeback from.

    It's for my guide for getting refunds for cancelled flights.

    https://www.boards.ie/vbulletin/showthread.php?t=2058073208&page=2

    Hi Paddy,

    It was BOI.

    Thanks


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