Dear Sir, MadamFor quite some time now, we have been trying in every possible way to request a refund from edreams in the context of an insurance cancellation for any reason.It concerns booking 9740530518 flight K3T6F4D from Amsterdam to Split on September 14 via easyjet and booking I45GYB from Split to Amsterdam on September 18 via transavia.Following steps were already performed to make the cancellation and request refund:September 12:1. On September 12, we tried to cancel both flights via edreams' app. This was not possible. We got the message that cancellation of low cost flights had to be done with the airline itself.2. We then tried this. At Transavia we succeeded immediately. We received a cancellation form dated September 12 th.3. At easyjet it was not possible to cancel via the website or by phone (call log available). The cancellation was then sent by mail. (Mail sent to customer support of easyjet is available and was later sent to edreams).4. We also tried to reach edreams by phone which was unsuccessful. Chat was only possible with chat robot and also unsuccesfull for annulation. We then sent a mail to edreams customer support. The mail address was listed in the terms and conditions of edreams: klantenservice@edreams.com. This was apparently incorrect ( what we found out later). I expect an email address in an official document to be correct. ( mail and copy terms and conditions available)So we acted in good faith and tried to contact edreams and the airlines in every possible way BEFORE the scheduled dates of the flights.September 14:On September 14 early morning after repeated attempts ( more than 2h before the flight according to policy of easyjet) we finally managed to contact easyjet via chat. So cancellation with confirmation happened BEFORE and not after the flights. Easyjet also sent a confirmation email on September 28 stating that the taxes were already refunded on September 14. (chat logs of conversation with easyjet also available) As I had not received any response from edreams until then (Sep 28) , I tried to contact edreams again this time successfully via chat.I was told to forward all documents to documents@contact.edreams.com which I did immediately.So far I have not received any refund other than taxes ( 15,9 euro was paid on ocober 7th).I have already contacted edreams a few times via chat. First with Yogesh on 9/11 who told me that the refund had been requested from the airlines and that I would get an update by mail within 24-48h. Then with Rahul Dutta on November 15 ( because again I had not received an email) who now tells me that I am not entitled to a refund because I only cancelled on September 28.I think it is clear by now that the cancellation was made in time.Can you please check all this and finally pay the refund.Above mail was sent to edreams. I received again the answer that cancellation was not done in time!!!
