Mijn Klacht:

20 January 2019

Dear eDreams Customer Service,

On the 15th of January 2019, I wanted to book a flight to the Dominican Republic on eDreams.com, but a very inconvenient problem occurred during the payment (booking number 019735817, reference number 4119031509).

While I was booking my flight, the website did not work properly and I could not get through with the payment. Although I already filled in my credit card data, the website repeatedly crashed.
Therefore, I went to Cheaptickets.com and booked a ticket there, not knowing that the next day (the 16th of January) my ticket with eDreams was ed!

This was very alarming, because I received several emails, on the 15th, 16th and 17th of January, with “Complete your booking!”. Therefore I was not aware that I had paid twice for a ticket until two weeks ago.

After several attempts to solve this problem, I was not able to reach a customer service representative by telephone and I was turned down by the eDreams chat. Rajneesh, from the eDreams customer service chat box, told me that it was not up to eDreams to fix this problem, because Tui fly Belgium has the authorization to cancel or change a ticket. On the contrary: Cheaptickets.com and Tui fly Belgium ed several times that this is a problem, which eDreams most certainly is responsible for.

In conclusion, you charged me €481,55, without my permission to do so. There was an error during the payment, which is the point where I gave my personal data, but not permission to act on it.

I understand this is a complex problem which obviously did not happen on purpose. But considering the poor customer service that I received and the additional €481,55 that I had to unnecessarily pay, I kindly request that you refund the €481,55 within a week back to my credit card: 5209 5300 6923 9279,
on the name: W.M. VAN SLOOTEN

If you fail to rectify this problem, I will make a formal complaint to my credit card company to reverse the charges.

Kind regards,

Willemijn van Slooten

Gewenste Oplossing:

I kindly request to refund the €481,55 back on my creditcard.