Online travel agent eDreams is causing nightmares, says Consumer NZ


Many customers have complained about the lack of refunds and support from eDreams. Photo / Unsplash

Consumer NZ has issued a travel warning after receiving “multiple complaints” about online travel agency eDreams.

Many have not received refunds or assistance after booking travel with the company, the watchdog said in a statement this morning.

Alejandra Hernandez said she had been waiting nine months for a refund from eDreams for a canceled flight.

“They pretended to do things but they didn’t do anything…they wasted my time and stole my money,” Hernandez told Consumer.

Alesha Canham has also had issues with eDreams. After booking a family vacation for her toddler and terminally ill partner, she noticed her son’s name had been misspelled.

Canham spent weeks trying to get the name corrected, but eDreams did not help. Qatar Airways eventually intervened to fix the ticket.

“These aren’t the only customers who have had nightmares with eDreams,” Consumer said. Online, many other travelers claim to have been scammed by the company.

Several Facebook groups have been created specifically for disgruntled customers.

Groups have appeared on Facebook warning other travelers of problems with online travel agencies.  Photo/Facebook
Groups have appeared on Facebook warning other travelers of problems with online travel agencies. Photo/Facebook

One group, “EDreams Fraund” describes itself as “a group of customers (victims)” and currently has over 3,000 members.

“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, Styles recommends booking with a New Zealand-based travel agent. Make sure they have a good reputation for customer service and support. Or book directly with an airline.

What are your international travel rights?

International flight cancelled? your rights will depend on several factors such as the reason for the cancellation, your location and destination, and where the airline is based.

According to Consumer NZ, you are entitled to a refund, a credit or to be re-booked on another flight.

You may also be entitled to compensation for costs resulting from the cancellation, such as food, transport and accommodation.

Do you have travel insurance? Check your policy to see if you can claim the resulting costs.

Does the travel agency or airline take a long time to process a refund? If you paid for the flight by credit or debit card, you may be able to request a chargeback through your bank.

Travel agent causing trouble? If they are based in Aotearoa, you can take them to the Dispute Tribunal.


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