eDreams Dissatisfaction and Frustration

I had booked a flight for my cleaners mother, and found out the morning before her travels that the booking needed to be changed to a later date due to unforeseen circumstances.

I requested a change of date on the eDreams app, and it said it was being processed. I kept checking throughout the day, and it hadn't changed.

The morning of her flight I still hadn't had a call or confirmation of the booking change. eDreams don't have a contact number on their app so you are forced to chat to an AI bot. When asked for a number, they provided a UK number.

I eventually got to chat with someone on the app, and was advised that, because it was urgent, I needed to change the flight eith the airline. I called the airline, and they couldn't change the flight as it was done through an agent. Needless to say, I was not able to change the ticket, and my cleaner (who doesn't earn much) has lost her money.

The app is not user-friendly at all and should have contact details for emergencies.