Reported By: Dominique André Pereira de Loureiro
Contact information:
eDreams London
www.edreams.com
Due to these uncertain times, I was forced to rebook my flight of December 1st 2021 at 8.45am from Vancouver to Brussels and postpone my plans due to professional reasons. For that, I did request a rebooking through the edreams platform and I got an e-mail from them saying that they were processing my request. This was Saturday November 27th. This was the last notification I got from them. The last few days I have tried to contact them via chat and their phone number to no avail. I was able to talk with someone through their chat and they have told me that they have tried to contact me via phone and sent me another e-mail but that was simply a lie, since I did not get any e-mail or phone calls in the last days from unknown numbers and no e-mail in spam or trash. They then told me to call their main number to rebook. After waiting more than one hour one the phone I was able to talk to an advisor just to be told that according to the terms and conditions of my booking I could not ask for a rebook or cancel. I have tried to find the terms of reference or any information regarding the conditions applied to my reservation but I could not find them. I contacted edreams again and they told me I could not analyse the terms and conditions because they were not available to me! Furthermore, they did not provide any legal basis or explanation beyond that. I have tried to discuss this matter with the department that issued that order but I was told they would not get on the phone. This was a very shady, dismissive and dishonest response from a company that should not be allowed to trick people like this.
I have also contacted Lufthansa directly and they told me that the flight could be rebooked. However, if they did that instead of edreams charges would apply reaching a very high amount (almost 500 GBP).
This meant that I have lost all the money invested in this transatlantic flight (638 euros). I will have to reschedule all my plans and lose a lot of precious time and a new flight will cost much more money now.
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