Online Travel Booking and Bidding Agencies - Dangers involved in disputing airline charge (booking made on eDreams)

Booked a flight ticket on eDreams.ch using a discount code (bought on a recent groupon.ch sale). The total sum on the confirmation page, and in a subsequently sent e-mail, fully reflected the discount.

The e-ticket was issued within 24 hrs. Immediately following that, my CC was charged (by the airline, not eDreams) for the airfare without any discount.

Contacted eDreams, who nonchalantly explained to me that the problem is apparently with the airline, that as far as they are concerned I should have been given the discount by the airline, and that they will not help me further and if I wish I must deal with the airline myself. The airline, naturally, referred me back to eDreams.

The customer service of eDreams is known for its horrendous attitude, but that is not my point here. I have put the airline charge in dispute with my CC company, since the total is higher than the amount that I did authorize. But I would like to know what are, in your opinion or experience, the possible implications of this action: a) can an airline with a chargeback against it simply cancel the e-ticket in retaliation (the travel hasn't taken place yet); b) what is the chance that the airline will work with eDreams to fix the problem, to my satisfaction?

Thank you very much, in advance, for sharing your thoughts.

Presuming that you purchased the ticket in Israel and that the CC was issued by an Israeli bank (or Israeli issuer for a non-Israeli bank), Israeli law will most likely apply. Thus, you will need to check Israeli law for the actual process.

In the first instance, you note that while the debit was imposed by the carrier, you only spoke with eDreams. I am presuming that you have spoken directly with the carrier too. If you haven't, it's important to call the carrier first to determine what the carrier says went wrong.

While most CC issuers provide chargeback protections whether or not they are required to by local law, you are correct that there are potential concerns here if this situation spins out-of-control (which it would not in most countries).

1. Unfortunately, it is the carrier which you apparently authorized to debit your CC, not eDreams. Thus, your dispute is with the carrier. If the carrier can document the basis for its charges and the CC issuer denies the chargeback attempt, you will then owe the balance to the CC issuer.

2. If, on the other hand, the carrier really believes that you owe the undiscounted amount, but the bank sustains the chargeback attempt, the carrier could either cancel your itinerary or simply put it into an "add collect" status such that a BP won't be issued until you pay the difference.

I would hope that Israeli authorities would assist you in this matter because if it happened to you, it more than likely is not a one-off and has happened to others. If you (and others) don't report it, nobody will ever take action.

Not that you need a lecture here, but because FT is a public board, the real lesson here is that nothing is "free." Before you work through third-party vendors, make sure that you have fully researched them, that they have a good reputation, are known for good customer service and that the terms & conditions they impose are reasonable. It is also important to look carefully at the discount / savings they offer. To be frank, you are trading off money for protections and customer service. Is it really worth it once you add up all of the risks?

Often1, many thanks for writing!



1. Unfortunately, it is the carrier which you apparently authorized to debit your CC, not eDreams. Thus, your dispute is with the carrier.

This does seem to be the case, although at no stage it was explained to me that I in fact authorize the airline, not eDreams, to charge my CC (I am not even finding this possibility in the T&C of eDreams). But what amazes me is the audacity of eDreams to empower the airline, in my name, to make a much higher charge than what I agreed to. At least to me, this doesn't look like something the CC issuer should take lightly (indeed, the CC issuer is looking into this matter).


2. If, on the other hand, the carrier really believes that you owe the undiscounted amount, but the bank sustains the chargeback attempt, the carrier could either cancel your itinerary or simply put it into an "add collect" status such that a BP won't be issued until you pay the difference.

If the itinerary is cancelled, I will request a complete removal of the charge by the CC issuer. The problem is if the itinerary enters the "add collect" status. Is it displayed on checkmytrip.com, or is there any other way of knowing about it?

To be frank, you are trading off money for protections and customer service. Is it really worth it once you add up all of the risks?

You are quite right, but don't we all take risks occasionally? :)

My hope in initiating the chargeback was that it will bring the airline into a direct contact with eDreams, and they will together see what went wrong. Without intervention, neither side has any incentives to help me, as I learned. How probable is a positive outcome here, in your view?

Often1, many thanks for writing!



This does seem to be the case, although at no stage it was explained to me that I in fact authorize the airline, not eDreams, to charge my CC (I am not even finding this possibility in the T&C of eDreams). But what amazes me is the audacity of eDreams to empower the airline, in my name, to make a much higher charge than what I agreed to. At least to me, this doesn't look like something the CC issuer should take lightly (indeed, the CC issuer is looking into this matter).




If the itinerary is cancelled, I will request a complete removal of the charge by the CC issuer. The problem is if the itinerary enters the "add collect" status. Is it displayed on checkmytrip.com, or is there any other way of knowing about it?



You are quite right, but don't we all take risks occasionally? :)

My hope in initiating the chargeback was that it will bring the airline into a direct contact with eDreams, and they will together see what went wrong. Without intervention, neither side has any incentives to help me, as I learned. How probable is a positive outcome here, in your view?
As I've pointed out, this is a matter of Israeli law and you absolutely need to be in touch with Israeli authorities.

You haven't provided the name of the carrier or your route, so it's impossible to explain what may or may not happen.

If I were you, I would not initiate a chargeback until I had spoken with the carrier. As it stands, on the cold hard record from a computer screen, they may simply see you as an "add/collect" case and that leaves you in the worst of all positions with your money tied up, but no BP.

Yikes! Didn't see this discussed at http://www.flyertalk.com/forum/mileage-run-discussion/1289474-groupon-ch-160-49-voucher-discussion.html.

What was the resolution here?