I bought fligts through edreams.
It included connection guarantee. One of the flights was was delayed by Turkish Airlines and I missed the connection fligh from Singapore to Perth.
I gave a call to edreams and they promised to book new flights for me. They put me on hold for coulple hours twice. Nothing was booked. When I called for the third time I was told that it may take up to 48 hours for edreams booking team to process this request. It was not an option to wait in airport for 2 days. Edreams proposed the solution:
I book the flights myself and they will refund me for the unused ticket.
I bought new tickets through edreams and informed them by phone.
They assured me that refund will be processed soon.
In couple hours I received an email from no-reply@contact.edreams.com, stating that as I booked new tickets with one of them being from the airline different from original, they refuse to refund unused tickets.
Edreams
1) Failed to help me with re-booking.
2) Instructed me to rebook tickets myself.
3) Never mentioned in phone conversation that booking should be done with original airline.
4) extremely hard to communicate with. No email address on their website. Their App is useless. No smarts on schedule whatsoever.
I want my refund.
Can anyone please suggest what government body can help with the complaint. It seems they are registered in Spain.
Edreams should issue the refund.
