Ebookers Reviews 

Booked a hotel through ebookers for a trip to Amsterdam in June. Along came covid and unfortunately we had to cancel. Have been trying to get money back ever since but noone - ebookers or my credit card company - are wanting to cough up. We're £400 down and really can't afford this. Ebookers just keep saying the hotel was non-refundable and have offered vouchers but I'm pretty sure that's not actually allowed??
Terrible service, absolutely gutted.

A. This morning I posted this on ebookers Facebook page.

1. Ebookers.

What's your experience of these people?

Ours is complete disappointment.

Here's our story.

Booked flights to Bermuda via New York to visit relatives and catch up with friends in April this year.

Flights cancelled which was understandable.

Respecting the volume of refunds they must have had to deal with we waited till 30th April to contact and query where our refund was. They agreed full refund and advised that it would take between eight and twelve weeks to come through. That seemed excessive but we were willing to wait.

Despite calling at intervening moments here is where we are.

EU regulations require refund to be made within seven days of cancelled flight.
IT IS 115 DAYS SINCE THE CANCELLED FLIGHT SHOULD HAVE TAKEN PLACE AND STILL NO REFUND.

Ebookers.com informed us we would have our refund within 12 weeks of agreeing it. IT IS NOW 14 WEEKS SINCE THAT AGREEMENT WAS MADE AND STILL NO REFUND.

Those answering the phone for Ebookers.com are fine and they try to help; the problem lies deeper or at a higher level!

So do I now make a formal complaint with the United States Department of Transportation? Should I use the offices of the appropriate ombudsman?

OR WILL EBOOKERS.COM JUST ARRANGE THE FULL REFUND THEY OWE AND HAVE SAID THEY WILL ARRANGE?

My advice -don't trust them.

2. WITHIN MINUTES THEY POSTED
Hi there, we are extremely sorry for the inconvenience caused and it was never our intention to disappoint you. We would request you to share your itinerary number along with your registered email address via DM so that we can assist you accordingly. Thanks, ^BK.

3. Following DM conversation they tell me I need to be patient for another 8 to 12 weeks.
SIX MONTHS to get my money back!

4. What sort of shabby company is this?

Xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx

B. They responded sounding concerned with
"Hi there,
We want to wholeheartedly apologise for any issues you’ve experienced so far and regret for the stress caused. We have received your concern via Private Message and will continue to assist you from there.
Thanks,^AP"

C. They have now confirmed that when they agreed my full refund on April 30th, they didn't actually do anything to get my money back! They got round to that August 7th after another of my phone calls.
Now seems to me as the error from ebookers cost me three months waiting, they should just foot the bill, give me the money back from their own resources and wait the next three months for reimbursement from the airline.
THAT'S A COMPANY I COULD TRUST AND RESPECT.

D. MY ADVICE, IF THEY SAY THEY'VE AGREED A FULL REFUND, DON'T TRUST THEM TO ARRANGE IT!!

E. They have come back again and offered not to sort, speed up or pay me the money I am owed, but to offer me a £150 Ebookers voucher.
Not acceptable .

SHABBY. SHABBY. SHABBY.

In August 2019 we used Ebookers to book a couple of flights to Madrid on 17 May 2020 via Air Europa.

Along came Covid-19 and Air Europa cancelled the flights.

We contacted Ebookers for a refund and were told that it wasn't up to them and that we should contact the airline. Air Europa said that as we had used Ebookers they couldn't deal with us and that any refunds would be automatically sent back to Ebookers.

Another call to Ebookers to clarify and they just said that they would not refund the flights even though they were cancelled by the airline.

Luckily, we paid using an American Express card so after several fruitless calls to Ebookers we turned to Amex for help.

Amex stepped in and refunded us after we sent Ebooker's and Air Europa's terms and conditions which stated that refunds would be issued if the flights were cancelled.

I can't help feeling that, in our case, someone was trying to profit from all of this. Assuming that Air Europa's statement about refunding Ebookers was correct, it seems that Ebookers wanted to keep the refunds for themselves.

I've used Ebookers numerous times in the past but never again. Their actions on this has wrecked my confidence in Ebookers.

Advised to cancel my hotel because it was closed. Cancelled hotel, I am due a refund however still no refund. Luckily I have paid using paypal credit so have opened a case which will be found in my favour, however will I use Ebookers again. No.

Since the cancellation of all flights from march this year
I had several hotel bookings with EBOOKERS that where all non refundable. After contacting Ebookers all my hotels where refunded with fantastic service. All MONEY was back in my account within 5 days its a pity other travel agents whome I had flights booked with still have not refunded. If you ever in the future want to book hotels anywhere in the world please use EBOOKERS.

I had a booking in Great Yarmouth that actually couldn't accommodate and infant. I asked for the refund which was partial, as it happened through the robot chat, but later in the week, after explaining all the situation to the company, they gave full refund!
So from this point of view they have done a great job!
Thank you!

I booked a non refundable room for a weeks holiday with Hand Picked Hotels through Ebookers. Dealt with Ebookers through live chat last Saturday and they really could not have been more helpful. Took just minutes to get to chat to someone. Very pleased with service. Ebookers allowed the amendment and the new dates which were much cheaper. I have received my refund today. Well done Ebookers and we will look to book with you again in the future.

Started an instant chat via the homepage regarding my booking. I got connected to Jalen, who couldn’t be more helpful. Thank you EBookers!

Ebookers sent me a confusing email in April stating that I could get a credit for the flight due to cornavirus by simply clicking a button. What they failed to state is that by doing this it would deny me of a right to a refund according to their policies. When I requested a refund they told me to contact the airline. The airline passed me back to ebookers. Ebookers call centre simply read off a transcript and state that their policy is not to give refunds. They then use tactics such as putting the phone done, giving false numbers to get you off the phone. You are then left without a resolution. Absolutely poor service and a collective action needs to be taken against their approach with consumers in this difficult time. This is definitely something the CMA should investigate.

Not an honest company at all. Hotel I booked in USA emailed me directly saying more than happy to refund but ebookers blamimg hotel saying hotel won't refund? Additionally have not refunded my cancelled USA May flight, fobbed me off over and over again. Dreadful customer service, clearly trying to hang on to customer's money to stay afloat.

update: its now 6 months and still no refund! - 4 months after our flights were cancelled we are still waiting for a refund. After many called calls we have been told it guaranteed we will receive the money by now! Guess what no money! COVID is delaying a lot by 4 months on is not acceptable to still be waiting for a refund on a cancelled flight

Absolutely amazing service. I had three hotels booked for my trip to California in August all non-refundable. I have had two holidays cancelled due to COVID-19 both with different agencies. The customer service at Ebookers has been amazing, regular contact via email, quick online chat, they persevered and got all the hotels to agree to cancel with a full cash refund, and all the money back in my account before the holiday was meant to start. A complete contrast to my booking with another provider, who I had to take to court before they'd refund monies already paid to them. I know where I will be returning when I need to book another holiday.

Booked a hotel in Sicily with them last year for end of May 2020. Hotel reopened before date of holiday but there were no flights so we couldn’t go. Ebookers said hotel was non refundable but offered us a voucher which we didn’t want. Hotel phoned us and said they had not been paid by Ebookers! Ebookers have now withdrawn offer of voucher, so we will get nothing. They have kept our money (paid in full at time of booking) so have profited handsomely from the situation. Will never use them again!

I booked my hotel in December 2019, but no one informed me that the hotel I go to in August is closed, I will never book via this comoany again.

I've used ebookers a lot in the last couple of years and they've been very good. Until Covid. After a lot of attempts to contact them they agreed to refund me for a (nonrefundable) hotel booking. But they haven't paid it, almost four months later, the automated customer services is useless and they don't reply to emails. Very disappointing

amazing service from ebookers
when my flight was canceled i whet on chat and they refunded me in full for my non refundable hotel amazing service thank you

Booked our holiday car with them and when I cancelled due to Covid we had our refund within one week. Excellent service

Ebookers service for me personally has been superb during Covid19, refunding a "non refundable" booking straight away. To me that is exceptional service to a loyal customer. I am very grateful. Even in the past I have found them to be amazing, upgrading us as a surprise on hotel arrival abroad in Berlin. Thank you Ebookers, a very happy customer.

My flight was canceled because of the Covid situation after almost 4 days that I was trying to reach the company of the e bookers I want to get in answer Did they will come back to me after they Will check The policy of the company of corse thy didn’t come back
After several times that I was trying to connect them I finally succeed when I get credit on the flight now when I’m trying to book the flight they said it is not possible to book the flight but the same price the device in the website only by the system that the price is tripled more expensive in their system
I’m still fighting with them worse company ever

Case ID : [REQ:M-29565180]

Firstly I hope a Senior Manager reads this - As this will in effect cost EBOOKERS (the Expedia Group) the loss of a very large corporate account. This CASE is for my personal travel but based on your responses to date it will effect my organisation's corporate spend.

In essence a three-leg flight. Fist leg cancelled by BA- no contact from airline or EBOOKERS - found out by my BA account - fortunately ahead of time. This though is understandable given COVID -but is poor customer service.

Three emails and 3 hours of phone calls later over two weeks- Keep requesting a full refund - Which is a legal requirement under EU passenger rights. Note I am not seeking compensation - just a refund for all 4 tickets purchased - a considerable amount. Only responses have been stalling messages.

I have sent my last email- again requesting a full refund - if I do not get a response (as is the usual case) within 7 days - I will be issuing a Letter Before Action and progressing further both legally and with the respective regulator.

I think EBOOKERS (Expedia Brand) should think of the bigger picture post-COVID. The constant approach to fustrate and delay customers legal entitlement will just lose considerable long-term business.