My complaint:
I purchased multiple tickets through eDreams for my parents, with the first flight scheduled for April 26. Unfortunately, my father passed away on the 19th of the same month at 6 AM.
On that very day, around 11 AM, I reached out to eDreams to request the cancellation for both of my parents explaining the situation. They ed the trip were canceled.
I informed them that I needed some time to obtain the death certificate. I managed to obtain and send all the necessary documents to eDreams on the 24th of April.
Since then,there has been minimal progress.
I took the initiative to directly contact the airline to inquire about the status of my request, and their response was that they had not received any communication from eDreams.
There was no message or record of communication from eDreams to the airline concerning the request of refund and the airline couldn’t accept my submission of the death certificate because their communication was solely through eDreams, which is understandable
I have received in the past month multiple message from edreams telling me that the refund wasn’t being processed because of the airlines.
I contacted both Middle East Airline and Air France both told me that in the case of a deceased the refund should take a couple of weeks and the only thing I needed was for Edreams to contact them and send the necessary documentation.
But again Edream isn’t doing anything.
Suggested solution:
They should provide a full refund for both multiple city tickets (Beirut - Bilbao - Paris - Beirut) and offer a discount on my mother's next flight to visit me. It's because of their actions that I haven't been able to see her for the past few months.
