Alesha Canham is another who has struggled to gain support from eDreams. She booked flights with the company for a family vacation with her terminally ill partner and toddler son.

After noticing her son’s name was misspelled, Canham spent weeks trying to get it changed, but eDreams was unable to resolve the issue. Qatar Airways eventually stepped in and corrected the spelling.

These are just some of the “many messages” online claiming to have been scammed by eDreams, Consumer said.

“It can be very stressful when travel plans go awry,” said consumer investigative reporter Rebecca Styles.

“If you can’t get help and support from your travel agent, it makes a bad situation even worse.

“To avoid travel nightmares, we recommend booking through a New Zealand-based travel agent with a good reputation for customer service, or booking directly with the airline.”

eDreams was approached by Newshub for comment.

Your international travel rights, according to Consumer NZ

  • If your international flight is cancelled, your rights differ depending on a number of factors, including the reason for the cancellation, where you are, your destination and the location of the airline.
  • At a minimum, you will be entitled to a refund, a credit or to be re-booked on another flight.
  • You may also be entitled to compensation for any costs arising from the cancellation of the flight, such as food, taxi and accommodation costs.
  • Check your travel insurance policy to see if you might be able to make a claim under it.
  • If a travel agency or airline is taking a long time to process a refund for a canceled flight, you can request a chargeback through your bank if you paid with a credit or debit card.
  • If you have a problem with a New Zealand-based travel agent, you can take them to the Dispute Tribunal to resolve the issue.
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