eDreams online travel agent causing nightmares


Consumer NZ warns travelers to avoid online travel agents eDreams. The watchdog has received several complaints from customers who have struggled to get refunds and support from eDreams.

The consumer recommends booking through a New Zealand-based travel agent or directly with the airline, to ensure that issues are easier to resolve if things go stale.

Alejandra Hernandez told Consumer that she had been waiting for a refund from eDreams for nine months.

“They pretended to do things but they didn’t do anything…wasting my time and stealing my money,” Hernandez said.

Alesha Canham has booked flights with eDreams for a family vacation with her terminally ill partner and toddler son. Upon noticing that her son’s name was misspelled, Canham spent weeks trying to get the name corrected. But eDreams failed to solve the problem. Eventually, Qatar Airways intervened and repaired the ticket.

Unfortunately, these are not the only customers who have had nightmares with eDreams. There are many messages online from customers claiming to have been scammed by eDreams.

“It can be very stressful when travel plans go awry,” said consumer investigative reporter Rebecca Styles. “If you can’t get help and support from your travel agent, it makes a bad situation even worse. To avoid travel nightmares, we recommend booking with a New Zealand-based travel agent with a good reputation for customer service, or booking directly with the airline.

Your international travel rights

  • If your international flight is cancelled, your rights differ depending on a number of factors, including the reason for the cancellation, where you are, your destination and the location of the airline.
  • At a minimum, you will be entitled to a refund, a credit or to be re-booked on another flight.
  • You may also be entitled to compensation for any costs arising from the cancellation of the flight, such as food, taxi and accommodation costs.
  • Check your travel insurance policy to see if you might be able to make a claim under it.
  • If a travel agency or airline is taking a long time to process a refund for a canceled flight, you can request a chargeback through your bank if you paid with a credit or debit card.
  • If you have a problem with a New Zealand-based travel agent, you can take them to the Dispute Tribunal to resolve the issue.

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