Edreams ***

I am not only extremely angry but saddened at the knowledge of how devious Edreams set up their system to book air tickets. I have just become a pensioner so therefore am not fami**** with all of this “Modern Society” way of doing things. Modern Society, in my opinion, should be an easier way of living. Well, actually, it is not.

I have not seen my family for 6 years and was so excited when all our schedules worked together so that we could finely be together and spend quality time together. (This is my biological family whom I first met in 2018 when I was 54 years old. I was adopted at birth. Check the YOU magazine March 2018. There is a story there about us finding each other)

On the 22nd May 2024, I decided to try one of the Modern Society way of doing things by booking flight tickets online. I had to click on this and click on that in several places The original link I clicked on said CHEAP flight prices and would only proceed forward by me clicking on “Prime Discounted price” (It show +0.00 next to it) to go to the page to enter my card details. I was so excited. Success! I did it! Perhaps “Modern Society” is not that bad after all.

I received a booking confirmation email plus several “Junk Mail” type emails which I did not pay much attention to. Who reads junk mail today? I was only concerned about my confirmation booking. Our family reunion had just become real. We are finely going to see each other again after all this time.

On the 24th June 2024 I suddenly had a very rude awakening in the latter part of the afternoon and had a near heart attack! R1299.00 was taken out of my account. Money that is actually allocated for something else. I was in such a state of shock, I didn’t know what to do. I was in absolute tears! A friend did a search and established that Edreams took the money out of my account. I immediately thought that I did not pay for the tickets in full but found that I did. Online, before I booked the tickets, it reflected R2111 return each. I saw afterwards that you have to pay an additional R1000* (I can’t remember the full amount) for 20kg luggage. In the olden days, this was all included. I just accepted this additional cost because I wanted to get this booking done. So, why now was I being charged an extra R1299.00?????? my friend then told me it is a fee for Prime membership. I did not want this membership. I am an elderly lady, with very little money, who can ill afford to Uber locally, let alone flit around the countryside!

I phoned to cancel this membership the next morning. The person who helped me was trying very hard to persuade me not to cancel. He even offered a R900 voucher for – whatever! I was not interested. I told him very harshly that he can try again and again to offer this and that, my answer is still going to be NO. At this point, he realized that this elderly lady has turned into a dragon and cancelled the membership. I insisted on holding on till I received the cancellation email. Then called again later to arrange a refund. I spoke to Kudal. He was very sweet and was probably in a state of shock after dealing with this dragon. He has a protocol to stick to, not his fault. He refused to give the name of a Supervisor or Manager. This just confirmed to me that Edreams does not actually care about their customers as their Website states:

“eDreams is one of the world’s leading online travel brands. Founded in 1999 and based in Barcelona, Spain, we have grown to become a true disruptor in the online travel booking sector. Today, we use our cutting-edge technology solutions to make travel more affordable and convenient for customers in 44 countries including Spain, Italy, France, Portugal, Turkey, the UK and the US. We continue to expand internationally, investing in improved services and new websites around the world.”

Kudal told me to check my emails as it states in there that the membership should have been canceled before the 30 day “trial” period. I checked my “Junk Mail” and saw at the very end of the email in small GREYSCALE typing: “Your paid membership will start on 21-06-2024 at R1299,00/year. Cancel anytime online or call +***1. You can only ever have one Prime free trial in eDreams, Opodo or GoVoyages.” Why in greyscale font? Is it because Edreams knows that they have to have it there but don’t really want it to be seen?

This is not only devious, it is misleading and misrepresentation. If Edreams actually cared, they would ensure that important information like that get’s highlighted in their communication. Not even an email beforehand stating that the membership payment will “soon be deducted from your Account” Nooooo, they just get in there and help themselves!

I was denied a refund. Despite the answer to a question on the internet about Prime membership refunds stating: “Cancellation: Select the option to cancel your Prime membership. Follow the on-screen instructions provided by eDreams to complete the cancellation process. Request a Refund: After canceling your Prime membership, if you believe you are eligible for a refund, you can request one.26 Nov 2023”

This is what I did, I cancelled the membership telephonically and requested a refund telephonically. Denied! As simple as that! Not a care in the world. Thanks eDreams, you have just broken the heart of an elderly lady. Let’s hope Hellopeter can help to get my refund and to get eDreams to amend their website to ensure everyone is on the same page.