Dear ladies and gentlemen of OCU, I am writing to you to file a formal claim against the travel agency eDreams (Vacaciones eDreams S.L.), with registered office in Spain, for serious breach of its contractual obligations as an intermediary agency. 1. Reservation details · Reservation number: 24982358034 · Holder: [Adama Mamadou Diabaté ] · Flight: [TR 609 [Scoot A320]], from [Suvarnabhumi Intl (BKK)
International Terminal
22 Jun 2026 09:05 HRS]to [Ngurah Rai Intl (DPS)
International Terminal
22 Jun 2026 18:45 HRS] · Amount paid: £116 + 900 USD for accommodation which foods is not included for 6 weeks , paid by credit card. I attach the booking confirmation issued by eDreams. 2. Chronology of events Before the flight departure, I contacted eDreams to request a change in my ticket. My request was legitimate and I accepted the conditions of the contracted rate. Instead of processing my request through their internal agency channels (GDS systems, B2B portals or priority lines with the airline), eDreams refused to help me and told me that I should contact the airline directly [Scoots airline ] to manage the change. Following their instructions, I tried to contact the airline on multiple occasions and for several days. It was completely impossible: the phone lines were down, they did not answer or end the call automatically. I attach screenshots of my call log as proof of my repeated attempts. I informed eDreams of this impossibility, but their response was to reiterate that "they could not do anything" and to keep trying it myself. eDreams had the technical and professional capacity to manage this change through its agent channels, but deliberately refused to do so. As a direct consequence of this refusal and delay on the part of eDreams, the flight left without me. My ticket was completely lost and worthless. Subsequently, I had to return to my final destination [Bali] by my own means, assuming additional costs of transportation and accommodation Airbnb that I will send to you if need . 3. Response from eDreams and its unjustified refusal eDreams has rejected my refund request on the grounds that "low-cost airline tickets are controlled by the airline" and that they "have no authority" to manage changes or refunds. This argument is a legally unsustainable excuse for the following reasons: · My purchase contract was with eDreams, not with the airline. eDreams is my contractual counterpart. · As a travel agency, eDreams has the obligation to facilitate the management of my reservation, including the use of its professional channels to contact the airline. You cannot delegate this obligation to the consumer when the airline is inaccessible. · Your internal decision not to equip your platform to manage changes in low-cost airlines is an operational problem of eDreams, not an exemption from legal liability towards the consumer. · EDreams' refusal to use its internal tools caused me real and avoidable economic damage. 4. Formal request For all of the above, I REQUEST eDreams, and OCU to mediate for it: 1. The full refund of my unused ticket: [Insert Amount] €. 2. The compensation for the additional expenses that I was forced to assume to return to my destination (alternative transport, accommodation, meals, etc.), for a total of [1,867 USD USD] .The acknowledgement of your responsibility for the loss of my flight due to your negligence in the provisions Attached documentation I provide the following documentation in support of my claim: 1. eDreams booking confirmation (number 24982358034). 2. Complete history of emails between me and eDreams, where it is evident that they told me to contact the airline and subsequently rejected my claim. 3. Screenshots of the airline trying to reach them , demonstrating my failed attempts to contact before departure. 4. Receipts and invoices for additional expenses incurred to return to my destination. I trust that OCU can mediate in this conflict and help eDreams assume its responsibility in accordance with consumer and traveler protection regulations. I remain at your disposal for any additional information you may need.
