eDreams Site and Contact Details Are Not Secure
On February 18, I booked my flights online using my AMEX card and paid £1183.95. I later noticed that the flights to Oslo did not include a cabin bag, so I decided to call SAS to add them. During the call on February 26, 2025, the CSA informed me that we were not booked on the 7:20 flight on April 8, which made me anxious. I called the Edreams phone number, but the call was somehow redirected to a person named K***, who accessed an unsecured system and pretended to be from Edreams. He told me he could rebook the flights for £800. I agreed, paid through HSBC, and received a reference number. When I called Edreams again, the call went back to the same fraudster, who claimed the reference number was incorrect and asked me to pay another £800, promising that both amounts would be refunded. What I cannot understand is how he knew I had originally paid £1183.95. This implies either someone from your company provided this information, or he accessed your unsecured system. The next day, without a flight confirmation, he asked for another £800, which I refused. I became concerned and booked new flights directly with BA and KLM, not realizing Edreams had already booked my original flights. On March 6, I called again and first spoke to V***, mistaking him for the fraudster. I then spoke to A***, who confirmed my flights were booked. I did not receive this confirmation until March 7, when I called to check the status of my payments of £800, another £800, and £1183.95. Why did Edreams not notify me earlier that my flights had been rebooked to the earlier 7:20 time on March 7? Had I known this sooner, I would not have booked additional flights or experienced all this stress. Now, I have duplicate flights for the same people on the same day. I am requesting a full refund and compensation for all the distress caused by your company. I want my flights canceled since I have already booked directly with BA and KLM. I also request a dedicated senior case handler to resolve this matter as soon as possible. I am unsure if HSBC will refund my money as I paid with a debit card.
