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Dearest,

Through Edreams I have booked the following flight;

Reference number of the airline - N8G9Z4 (14 jan).

Flight operator - TUI Fly (TB 353).

This flight left from Brussels and was due to arrive at 14.30 in Cancun, Mexico (Economy Class). My transfer flight was due to leave at 16.35 but when I arrived the flight had already left.

Turns out the flight left earlier than was shown in my Edreams reservation.

Also the original TUI flight TB 353 was delayed and this was confirmed at the airport.

However, borh Edreams and TUI say it's not their responsibility to provide with a delay certificate (for insurance claim). TUI claims Edreams is the place, and Edreams refers me to an external insurance company (europassistance) to obtain the form. This is a dead end.

Thanks to mismanagement by Edreams and TUI I was stranded in Cancun and had to book a new ticket (worth about 150 euros). I am therefore entitled to the insurance booked and paid for at Europassistance through the Edreams platform.

Yet edreams is blocking every attempt to obtain documents for this insurance, one out of two that I ordered via their platform.

I am also quite sure they have access to information regarding the delay and wish for them to grant me this certificate so that I can file a proper insurance claim.

They only give 7 days to submit the previous and I have spent most of my first week in Mexico being tossed back and forth by companies and losing time and money on phone calls, only be put on the wrong track in receiving a document that they are legally bound to provide me with since I am using their services. Today is supposedly the last day I can file this insurance claim.

The reference number for this insurance is the following; 847823****.

My reservation number is 847823****.

I hope there is something Skyscanner can do to have Edreams respect its costumers rights.

Thank you,

Juliet

User's recommendation: Stay away from cheap booking agents and book directly from the airlines.

Monetary Loss: $150.

Preferred solution: Deliver product or service ordered.

Skyscanner Pros: Quick, Very good.

Skyscanner Cons: Not all, Scammers listed as real agencies to book with.

Location: Mexico City, Mexico

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