****med by e-Dreams

Hello Peter

I really need your help in resolving this most unfortunate issue I have with e-Dreams the flight booking portal. I feel like we have been ****med out of R+-4500 and now we are not getting any feedback only the run around regarding a complaint we lodged on the 6th January 2021. Here is some background on the matter as outlined below; On Saturday 2nd January 2021 at around 7 am, we booked a one-way business class ticket from Joburg to Cpt as my son called to let me know he was not feeling well. Before 9 that same morning, I got a friend in Cpt to accompany my son to a doctor, and before or around 10 am the doctor called me to inform me that it was nothing too serious but mere food poisoning and that all was well. My son received the necessary medication and called me not to rush back. This is when I attempted to contact e-dreams but was prompted to communicate via their app. I downloaded the app and signed in and requested a change of booking for Friday 8th January 2021 as I still had business to attend to during the coming week. I immediately received an email reply advising me that they had received my request and that they were prioritizing my booking. Henceforth I continuously checked the app and my emails for any further updates as I needed to confirm my booking for Friday 8th January. I heard nothing further until Monday 4th January 2021, when we received an email from e-Dreams stating that they tried to contact us severally so as to handle the booking request. I found this strange as we did not receive any calls or further email replies from them with regards to the change of booking request. I then communicated with a human agent via the app and was asked to contact the call centre directly to resolve my queries. I then spoke to a human call centre agent by the name of Rishi Prakash who advised me that regrettably the passenger was noted down as a "no show" for the Saturday 2nd January 2021 flight. This came as a huge shock to us as we not only tried to inform e-dreams about the change of booking but equally a business class ticket by its nature is changeable due to the high cost attached to it. Rishi informed me that there was nothing further he could assist with and that we would need to submit a complaint form in order to go further with the matter. I immediately copied Rushi with all the email correspondence I received from e Dreams about my change of booking request but he said it does not matter as it is all out of his hands and denied receiving any of my emails. He then proceeded to email me the online complaints form and said that he could not be of any further assistance. I then proceeded to complete the complaints form and heard nothing back since. When I called again on Wednesday and Thursday respectively (6th and 7th January 2021) I was told that I would hear back from them between 3 and 21 working days before that, they had nothing further to say. It left us with no choice but to rebook another business class ticket with another carrier which cost us an additional 4k. To date, nothing further has been received from e-Dreams which is very very unsettling, to say the least. I am left with an extremely bitter taste in my mouth and vow never to use the services of e-Dreams in the future. I feel disgruntled and ****med as they have very little regard for customers and extremely poor customer service. Simply put I want a full refund and at the very least I would like them to acknowledge their fault in this entire matter. Thank you for your assistance in this regard