eDreams complaint: EDreams.net complaint

Complaint from Byx reported on 07 May 2024 about eDreams

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My complaint:

DO NOT book anything with eDreams.net..

I have booked a flight trip with eDreams.net on Feb 13 2024. Booking reference number is 14762632403. Booking details: For 4 people. July 31 2024 to August 23 2024 JFK – Dubai – Shanghai Shanghai – JFK.
We booked the flights from JFK – Dubai – Shanghai are “premium economy” class for all 4 tickets. I have the receipt from eDreams which shows the correct class on Feb 13 2024. Later on, eDreams sent me emails that indicating it is “economy” class, and it shows “economy” class in their website in my account as well.
On March 2nd 2024, I reached out to the customer service on eDreams.net to resolve this issue for me. I have been told they have ed the booking issue on their side, they will have to escalate to their management to help resolve the issue for me. I was told to hear back within 72 hours. Which did not happen as promised.
On March 13 2024, I have not heard any feedback from eDreams since March 2nd. So I decided to reach out to eDreams over the email support. I got a response saying they are looking into this. After 5 attempts of emails conversation with customer service back and forth (March 13 to April 2), the only standard message I am getting is that they are checking, there is no resolution yet as of today, April 13th.
On April 13th, I file a complaint to BBB with 21571111. Finally Edreams responded with a reason that was due to their ‘system glitch’ and they can only offer economy class, not per original booking as “premium economy”.

Suggested solution:

They should offer the tickets as premium economy class per booking.

eDreams complaint EDreams.net complaint
eDreams complaint EDreams.net complaint
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