請簡要解釋一下您索賠的原因
I am writing to formally file a complaint regarding misleading advertising and unauthorized charges by eDreams, which I believe violate my rights as a consumer under both the EU Consumer Rights Directive and French consumer protection laws.
Background
On November 9, I attempted to book a flight departing from Barcelona using the eDreams application. At 12:52 PM, the app notified me that my initial booking had failed, prompting me to make a second payment at 1:33 PM. Shortly thereafter, I discovered that two separate charges had been processed on my bank card. According to the app’s information and my bank records, the first transaction was indeed completed just one minute after the failure notification, leading me to unknowingly pay twice.
Misleading Advertisement
eDreams’s promotional material states: “Cancel any flight for any reason. NEW BENEFIT: Cancel 2 flight bookings made in the app after the free trial and get an instant 80% credit refund. No questions asked.” However, when I requested a cancellation and refund for one of the duplicate bookings, my request was denied. This refusal contradicts the advertised policy and constitutes misleading information, as I reasonably relied on eDreams’s promise of flexible cancellation with an 80% refund.
Consumer Rights Violation
Under EU Consumer Rights Directive 2011/83/EU and French consumer protection laws, consumers are entitled to clear, accurate, and transparent information. By advertising a flexible cancellation policy and then denying my refund, eDreams has misled me, directly impacting my financial interests and consumer rights.
Requested Resolution
In light of the above, I respectfully request that the Consumer Association and DGCCRF investigate this matter and assist in securing my refund for the duplicate charge. I also urge eDreams to honor the advertised cancellation policy to prevent similar issues from affecting other consumers.
Thank you for your time and assistance. I look forward to a prompt resolution of this issue.
