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I bought tickets from Palermo to Florence with eDreams. I paid extra money for flexibility. My flight was cancelled and airline assigned a new flight later. I submitted request to eDreams to change this flight for more earlier time. They wanted to charge me extra 65 euro per person for this change despite paid flexible product. If I used direct booking on airline web, I could do it without any charges (because original flight was canceled). Additionally, direct booking would save me about $100.
Location: US
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Dear Julius,
We are truly sorry that your experience with customer service was less than ideal.
The way the interaction was handled does not align with our quality standards, which is something we take seriously.
We reviewed your case to verify that quality was otherwise met and assure you that your request is in progress and being properly handled.
As soon as we have an answer, we will notify you by email at the address used to make your purchase.
We appreciate your patience and understanding during this time.
Sincerely,
John
Customer Care Team