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Do not trust a travel company called "eDreams"

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This thread is in the Lounge, too, but wanted to post it here to alert everyone:

DD is traveling on her own in South America. She had booked her tickets through an on-line company called "eDreams". She had confirmation of itinerary and tickets from Cuzco to Lima to Santiago, in an e-mail from eDreams. She confirmed her bank account was charged for the nearly $600 fare. She felt they were good to work with via e-mail, and she had no reason to think they were flaky.

She arrived at Cuzco airport and the airline (LAN) told her that eDreams had CANCELLED her ticket. All other flights were sold out going to Lima and/or Santiago for the next two days.

LAN airline personnel were sorry for the mess, but they were sold out and could not help. They said eDreams would have to sort it out for her the next day.

She had an immersion program starting the next morning, with a homestay, and a ride picking her up that night in Santiago. So she persisted in trying to find a solution for Sunday.

I was trying to help her in the States, while she worked face-to-face at Cuzco. Not speaking the language very well was a hindrance, but she is a smart cookie.

After many attempts calling eDreams' various numbers from my cell, I would get an error voice message saying my phone call could not be accepted. I called AT&T to help make sure I was dialing correctly.

Then, I discovered I had to call eDreams from a LAND-LINE, which I did not have easily accessible, because we were out of town, also (see other Lounge thread).

I called a friend from my cell, and asked her to call eDreams from her land-line, which is when we discovered eDreams was closed anyway.

I also sent two e-mails asking for help to eDreams' customer service and to the rep who confirmed her ticket. No replies.

DD found a person at the Cuzco airport, who was willing to help her search third-party inventory. They found a transferrable ticket she bought for $1100, nearly twice what she had already paid to eDreams. She tipped the helper, too.

So she bought those tickets, after a couple stressful hours in Cuzco airport. Then she spent the night at the Santiago airport, as she arrived at 1:00 a.m., and had to wait till 8:00 a.m. to get her ride.

So, we would love for eDreams to reimburse her the $1100 she paid. They say, 'No way, Jose!'

They have not explained why this happened. They did refund her $600, at least.

After the fact, we see how many complaints are lodged on-line about eDreams. We shoulda known better! Well, now you know, at least!

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