Consumer NZ has warned travellers to avoid transacting with online travel agency eDreams. According to the consumer watchdog, it has received multiple complaints from customers who have had a hard time getting refunds and support from the agency.
Consumer NZ recommended that travellers book with a New Zealand-based travel agent or directly with the airline, to ensure problems are easier to resolve if things go wrong.
Customer Alejandra Hernandez told Consumer NZ she has been waiting for a refund from eDreams for nine months.
“They pretended to do things, but they didn’t do anything ... they wasted my time and stole my money,” Hernandez said.
Another customer, Alesha Canham, booked flights on Qatar Airways using eDreams for a family vacation with her terminally ill partner and toddler son. She noticed that her son’s name was spelt incorrectly, but it took her weeks of trying just to get the name corrected. According to Consumer NZ, eDreams failed to resolve the issue and the airline had to step in and fix the ticket.
Consumer NZ reminded travellers that, at a minimum, they have the right to a refund, a credit or to be rebooked on another flight if their international flight is cancelled. They may also be entitled to compensation for any costs arising from the flight cancellation, such as the cost of food, transportation and accommodation. Disputes with New Zealand-based travel agents can be taken to the Disputes Tribunal for resolution. This is not the case with eDreams, which is based outside of New Zealand.
Consumer NZ also said that travellers should check their travel insurance policy for any possible claims.
The situation with eDreams reinforces the need for travel insurance, which can protect travellers from financial losses associated with travel hiccups.
