My complaint:
I cancelled a flight within less than an hour of booking it due to my grandpa’s funeral being brought forward. eDreams sent an email saying that request for a refund has been put through on Feb 11th which was also the day of the booking. Since then I have had no updates from them. On May 21st I reached out to a customer service representative to ask for help and he said that the refund has still not been processed and that he had escalated the case and that someone will follow up with me within 48-72 hours. That did not happen. On May 26th I reached out to customer services again and this time an agent said that my refund had been processed on Feb 11th which is false and I could not see it within my banking. In fact there was another £39ish charge that was processed on February 14th but was stamped with Feb 11th date. I said I wanted this resolved and the agent said once again that someone will be in touch with me within 48-72 hours. I found that unacceptable given that no one followed up with me the last time and it had already been 4 months and 15 days. He gave me the phone number to customer service who was also not helpful and insisted on the same timeline. It is also important to note that I received an email from Ryanair after I booked my flight through eDreams to say Your booking appears to have been made via a third party intermediary or BOT which are not authorized by Ryanair to use the Ryanair website or app or to offer our flights for sale. (I removed my booking number from this message for privacy reasons). This proves that eDreams had no rights to sell the Ryanair flight in the first place.
Suggested solution:
I want a full refund for my purchase and I also want refund from this odd £39 pound charge.
