Edreams Nightmare

Search engines for flights like Cheapflights will in many cases redirect you to edreams or other so called on line travel agents, once you click on a particular flight. Save yourself a lot of stress and do not be lured to tickets through edreams. You will later find out that the tickets do not included booked luggage and you will have to pay extra for that. Furthermore you will have to go to the airline website to do that, something that is not clearly explained on the edreams site. But that is just the beginning. I was informed that my return flight from London to Cape town was cancelled and that was when the fun started. You have to indicate on the edreams app whether you want an alternative flight or cancel the entire ticket. If you click alternative, you do not get any confirmation by email - only a message on the app that they will come up with alternatives within 48 hours. After three weeks still no alternative. I then went on their chat, stating my problem, only to be told they will transfer me to the team working with alternative flights. I held for 2 hours - twice, without anybody responding. After a lot of research I got hold of a number for edreams - no numbers on the app. I phoned the call centre in India 3 times only to be told each time that they will phone me back within 76 hours. They never phoned back, but told me they did and that I did not answer, which is a lie as I checked my call register. I also emailed them without any response. By then it was already time for my flight to London and on to the USA. Still I had no alternative back. I also saw on the edreams app that a refund was in progress which "can take up to 3 months" according to their site. I never asked for a refund. That would mean that I have to purchase one way tickets back out of pocket which is much more expensive than 50% of a return ticket which I will get back(hopefully). I then phoned the airline, who at first said that I have to work through edreams and only after requesting to speak to a supervisor they agreed to take over the booking and within 5 minutes they had me booked on an alternative flight. Please, people be warned. If you see a flight on a search engine rather go directly to the airline site and book it there. If anything changes there is no middle man to work through. Especially if that middle man is edreams. This company should not be allowed to operate if you look at their reviews - average of 1!