My complaint:
I attempted to reserve 4 flights from SFO to Frankfurt – Salzburg for June 2022 on Sunday afternoon February 5th. within 24 hours I attempted to contact the online agency about the travel dates and changes. the online chat was done by a robot Kris which leads the customer in circles. the online chat agents are rude and punted me off to call the USA phone number. the phone number 650-215189 did not allow me to get through to a human and the system repeatedly hung up on me. the customercare email to edreams did not contact me back as promised and held me in limbo for 9 days so far. the company is fraudulent with their booking practices and on purpose does not allow a customer to contact them so they can claim one does not qualify for a refund. every single agent i chatted with online was rude and did not offer to help me. this really scared me and I do not want any business with this company now or ever again. I since booked my flights for the correct dates with the airlines directly for a much better price!
Suggested solution:
it is the company's fault not allowing a customer to get help and resolve full refund as requested by customer within 24 hours of requesting flights. the credit card needs to be refunded in full as edreams is not following up with customers in any form or fashion to resolve issues. agents are rude and unprofessional. my booking reference is 8735392166. the agent on purpose would not answer any questions in regards to refunds and has no knowledge about travel insurance and flexible date booking reservations made. refund needs to be in full from the agency asap not when they get the money back from the airlines. refund needs to be 100% as the company fails to reply to customers in any form or fashion assuring them they are a legitimate and honest company.
