I was looking for a flight from Bangkok to London and wanted a premium cabin , extra baggage and a flexible ticket because I am travelling back to visit my elderly mother. I spent a few hours online and found a flight with Norse that was reasonable through Edreams. I have an email the next morning to call them and I spoke with a helpful lady who told me the flight was oversold and the alternative was to fly via Zurich with a 21 hour wait at Zurich. We both agreed this was not a good alternative and she was transferring me to someone else to look at two Emirates flights via Dubai Unfortunately the call was cut and so I called back and was out through to a very rude man who spoke over me and insisted I could not transfer the flight as his colleague had suggested and my only option was to either get a refund or take the Zurich flight. I suggested that I change my seat to economy of the premium cabin is full because I can see online through the airline the flight so still available. He agin said he is going to refund me that was it. Very unhelpful and a waste of time. I now have to wait ten days for a refund. I am now trying to call to complain and also cancel this Prime service they heavily advertise and can’t get through to anyone. Do not recommend Edreams.