eDreams complaint: eDreams refuses to refund me claiming they are investigating – it has been months

I booked with eDreams to go from Austria to Norway in February. It is worth noting that I was heading from Australia, to Germany, to Austria and then Norway and the states in March. This complaint is specific to the Austria – Norway flight.

While in Austria I noticed that the current flight might be a little late so I made a booking change request to go on an earlier flight. I was then told via email that they had to call me to make the change (which in this day and age is a little archaic). Now, keep in mind they are in a different time zone so they ended up calling me at 2am when I was out with my friends. They told me it would cost another $200 to which I hesitated but agreed. This is particularly odd because I paid for Prime which said that I should be able to change the flight at no cost.

A couple of days later I was getting ready to head to the airport at the time of my change request and looked up the booking – they had made it for June and not for March! I had to hurry and book a flight directly for the time I had to be there. Absolute mess.

Fast forward to being in Norway, I contact eDreams to cancel the June one and get a refund (it was their fault after all!). I am told that they need 10 days to review – which again, I was like, that’s long but OK.

10 days come and go. I contact them again. No one had made any notes on my case and I had to reiterate the entire thing. Turns out there was no escalation. I wait another week and contact them again and they tell me to wait a little longer.

Another 2 weeks go by and I contact them again. I have an hour and half chat with one of their agents and then he closes the chat and I have to go through it all over again with another agent! He then tells me that they will give me a call back in 48 hours.

And. Then I wait 48 hours and no one calls.

At this stage I have waited months and every now and then they respond to my email saying it’s been escalated

At this stage this is still unresolved and I am on the phone with them now and I have been on hold for 20 minutes while they are ‘checking’. Keep in mind that we are talking about over $1,000 for a flight I am not going to make! Sidenote: I live in Australia so it’s not really like I can be like alright let’s have a quick vacation either.

Absolutely waste of time, money and brain power trying to deal with this company

I want to add that the entire team seems to blame one another when there is an issue. Each time I contact them I get told the other agent did something wrong in the previous chat / call.

I have been trying to figure out where to go to report them because I am starting to think that they are delaying cancelling the flight and refunding me so that they can claim I missed my flight.