Mijn Klacht:

Yesterday I unintentionally booked a flight from Brussels to Madrid (FR 2947) on 10 May 2020 and from Madrid to Brussels (FR 5462) on 16 May via eDreams (ref 4996989648) for 5 people

I tried to pay 4 times with a credit card (2x Mastercard, 2x Visa). The first three times the payment could not be made. For the 4th time I again had to wait more than 5 minutes, while I saw the screen purchase is advancing. After 5 minutes I thought that the payment because of technical problems with the website had not been done and I quit.

Therefore I made a new booking via Ryanair directly for the homeflight to Madrid (ref. PBVUNX) for 10 people, including the 5 people mentioned before. This worked well. When I wanted to see the ation in my e-mailbox, I noticed the booking with eDreams was also established and paid for.

I immediately tried to reach eDreams by telephone but I waited for 50 minutes and nobody answered the phone. I tried again the next morning and again after 40 minutes nobody answered.

I received a mail from Ryanair in which they a double booking for these 5 passengers on the flight FR 2947. I have written a mail to them in which I inform them about the procedure I followed and how I didn’t know the payment was fulfilled. I didn’t see a screen to the booking was successful.

It is also very strange that on the contact telephone of eDreams a digital voice announced a waiting time of 2 minutes. 50 minutes later nobody had answered.

I sincerely hope you can solve the matter. The group booking was done for a school’s exchange and I don’t want to bring my students or school into serious financial problems because of this double booking.

Thank you in advance for a quick answer and solution.

Teacher Annuntiata-instituut Veurne

Gewenste Oplossing:

Ik zou tevreden zijn wanneer de booking bij eDreams geannuleerd wordt en ik het volledige bedrag van € 701,64 teruggestort krijg.