Subject: Formal Complaint regarding eDreams (Vacaciones eDreams, S.L.) - Booking Failure, Unauthorized Fund Hold, and Refusal to Compensate
To: Organización de Consumidores y Usuarios (OCU)
1. Complainant Information:
· Name: Daniel Chen
· Email: daniel@cxylcd.com
· Phone: +8613758223748
2. Respondent Information:
· Company Name: Vacaciones eDreams, S.L.
· Tax ID (NIF): B-61965778
· Registered Address: Calle de Manzanares, 4, 28005, Madrid, España
3. Booking Reference: 25976313468
4. Statement of Facts:
I am writing to file a formal complaint against eDreams for unfair commercial practices, service failure, and refusal to provide compensation.
· Booking Failure (Not a Payment Issue): On October 22, 2026, I made a booking (Ref: 25976313468) through eDreams. My payment was successfully authorized and the funds were fully deducted from my bank account. However, eDreams failed to confirm the reservation with the airline. This was a failure to provide the contracted service on eDreams' side.
· Unauthorized Occupation of Funds: Despite failing to secure the booking, eDreams held my funds for approximately 10 hours before processing a refund. This caused significant financial inconvenience.
· Misleading Communication: In their initial email, eDreams stated that the "payment was canceled" and advised me to check with my bank. This was factually incorrect and an attempt to shift the blame for their own booking failure.
· Refusal to Compensate: I contacted eDreams customer service to request compensation for the service failure and the 10-hour fund hold (e.g., an equivalent voucher or miles). In their final response, they explicitly stated they are "unable to accommodate your request for additional compensation," completely ignoring the breach of contract and the inconvenience caused.
5. Request (Relief Sought):
I request OCU's mediation to demand that Vacaciones eDreams, S.L.:
1. Provide fair compensation (e.g., a voucher, airline miles, or Prime membership extension equivalent to the booking amount) for the booking failure and the unauthorized 10-hour occupation of my funds.
2. Provide a formal written clarification regarding their misleading email that falsely claimed the payment was "canceled."
6. Attachments:
· Bank statement showing the deduction and the delayed refund (10 hours).
· Email screenshots from eDreams (initial misleading email and final refusal to compensate).
· Booking reference screenshot.
