I have been a loyal eDreams customer, flying almost every month between Chisinau and Italy, but my recent experience (when I finally needed their support) has been nothing short of unacceptable. I purchased tickets (Booking Reference 23705934244) for my family — myself, my wife, and our 8-month-old baby — from Chisinau to Milan with HiSky. The eDreams booking confirmation clearly showed that each passenger was entitled to one “hand luggage” and one “small bag”. When we arrived at Chisinau International Airport for Flight H4 483 on 11 August 2025, the handling staff (HiSky does not even have its own staff there) refused to honour this allowance. They only allowed two of our three cabin bags to be taken as “small luggages” as a courtesy, and forced me to pay 600 MDL (30€) for the third — despite it being included in our ticket. This was only done after I expressed my frustration, and because we had an infant with us. I immediately contacted eDreams with proof — including my booking confirmation, the official airport receipt, and the flight details. Instead of resolving the issue, they have repeatedly taken me in circles, asking the same questions over and over and replying with what are clearly standardised, AI-generated responses, rather than actually addressing the facts I provided. They have also completely ignored my repeated requests for written assurance that the same problem won’t happen on my return flight. This experience has been stressful, time-consuming, and completely avoidable if eDreams had proper communication with the airlines they sell tickets for. Instead of taking responsibility and contacting HiSky or their ground handling agent to verify the facts, they keep bouncing the matter back to me with irrelevant demands. For a company that advertises itself as a reliable travel platform, this is deeply disappointing. If eDreams cannot guarantee that what is stated on the ticket will be honoured at the airport, why should anyone trust them with their travel plans? If this situation is not resolved before my next flight, I will be pursuing a refund (yes, for 30€ now and whatever I might have to pay in the second flight) under EU Regulation 261/2004, EU Directive 2015/2302, and Moldovan Consumer Protection Law, and if necessary, I will take this to small claims court. Lesson learned: I will not be booking with eDreams again unless they take immediate action to resolve this issue.