Dear Sir/ Madam, I am writing to you to raise an issue with Travel agents at eDreams on August 17th, 2021. Here is a description of what happened: 20/03/2021: • Confirmation of first reservation through eDreams (reference number [protected]) • Trip from Lisbon to Brussels on the 17th of August 2021 at 16h10 (Brussels Airlines SN3816, airline reference T39A86) and return (Brussels Airlines SN3819airline reference T3PP29E) • Cost: 99, 91 euros 20/03/2021: • Confirmation of second reservation through eDreams (reference number [protected]) • Trip from Lisbon to Brussels on the 17th August 2021 at16h10 (Brussels Airlines SN3816, airline reference T3Z2OC) • Cost: 86, 31 euros 29/07/2021: • Booking update of flight departure time to 19h35. Confirmation update of the new reservation (please find attached e-ticket numbers [protected], [protected], respectively). 17/08/2021: • We were denied check-in at the Lisbon airport, and we were told our e-tickets were invalid (e-ticket numbers [protected] and [protected]). • We called eDreams and were told that both tickets were canceled, and a refund was being processed. We were never informed of this cancellation, nor did we give permission for this to be resolved through a simple refund of the payment made on the 20th March 2021. • There were no available seats on the flight we initially booked through eDreams and therefore we were unable to travel to Brussels as planned. We made several other calls to eDreams on the morning of 18th August 2021. Edreams confirmed that there had been a problem on their end (i.e. they recognized that this was their error, with recordings of the call available). Despite this, when I asked them to book me for the next available flight, I was told that this was not possible as a refund was already being processed and that I would have to book new flights, at an inflated price. The inflated price was 315.40 euros, more than the original price of the flights we had originally booked. Importantly, at any point were we informed of any cancellations, refunds, or changes to our trips. As previously stated, we were sent booking confirmation emails which confirmed that our reservations had been made, together with e-tickets with a travel itinerary. That is why we were so shocked to be told at the airport that we had no tickets to embark on our flights to Brussels. As a result of this, we had to call eDreams multiple times, incur more travel expenses (105 euros return) as well as new covid tests (85 euros x2) and book new flights (315.40 euros). On top of this, we missed professional commitments. Maria Maio