eDreams stonewalling over refund confirmation

[Captain Haddock]

Not sure if anyone here can assist or offer a course of action.

OH - instead of going via an airline - booked flights to Australia via eDreams, departing in December to visit family. But suddenly, two weeks ago, OH's father died, unexpectedly. eDreams wanted another £1800 to change the ticket so we cancelled the December flights and booked another flight - direct with an airline, this time - for OH to travel over on her own to attend the funeral.

eDreams told us that we'd only get the tax back if we cancelled the original flights and I have learned that we will just have to wear that. However, one week after cancelling the December flights and despite being told we would receive a confirmation of cancellation, no such document has been received. Since then, I have discovered the ogre that eDreams is. I'm not worried at this stage about the flight tax refund but really need their confirmation of cancellation as this will be needed to claim on our travel insurance. I have emailed their CEO in Spain and, as expected, got no response. Going to try calling them again tomorrow when I'm off.

They seem to operate with impunity and I'm wondering if anyone has any ideas of what other avenues I can follow to get a response from them?

[Diana M]

Re: eDreams stonewalling over refund confirmation

Did you pay for the original flight tickets on a credit card?

Di

[Captain Haddock]

Re: eDreams stonewalling over refund confirmation

Hello, Diana.

Visa Debit card.

[Captain Haddock]

Re: eDreams stonewalling over refund confirmation

I have just emailed Virgin Atlantic who was the carrier on the December flights to see if they have indeed been cancelled. I have a fear that the reason that eDreams has chosen not to send the confirmation of cancellation email is because they want to hang on the tax. Total price was £1245 of which we will only get back some £300 on taxes. After reading the eDreams horror stories on the internet, I can see why they are even reluctant to release a confirmation of refund.

[Captain Haddock]

Re: eDreams stonewalling over refund confirmation

FWIW, my bank has agreed to do a chargeback on them since they are an agent and that given the part they have played in this as an agent means that a CC claim via Section 75 wouldn't work and that chargeback might. Still and all, I am not holding out for that being a success but who knows.

[Kati]

Re: eDreams stonewalling over refund confirmation

fingers crossed xx

[Captain Haddock]

Re: eDreams stonewalling over refund confirmation

Just a quick update on this.

The chargeback is sitting in limbo and will probably be rejected. I have also been told by Virgin that the tax was refunded to eDreams just over a week ago. Still no sign of the the refund or any communication that it's being processed.

In any event, our travel insurance company have paid out the cost of the flights less the tax, which we are thankful for. They needed a lot of info but didn't prevaricate or quibble about the claim. So, just waiting on eDreams refunding the tax.

It definitely pays to take separate travel insurance!

[Captain Haddock]

Re: eDreams stonewalling over refund confirmation - SETTLED!!

Finally, eDreams paid back the tax, albeit not the figure they initially said it would be.

Insurance paid out, too, so in total we got back around 90% of the initial fare outlay. Case closed!