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From the business
eDreams is a global online travel agency recognised for its innovative approach to travel booking. Using advanced technology, the platform helps travellers search and book trips worldwide, offering flights from more than 700 airlines, along with a wide range of hotels and car rental options. eDreams is part of the eDreams ODIGEO Group, one of the world’s largest online travel groups, serving around 20 million customers globally.
eDreams Prime is the travel industry’s first subscription-based programme, created to help frequent travellers save on every booking. With more than 7 million Prime members, subscribers can access savings of up to €100 per flight, up to €270 on accommodation, and discounted car rentals from as little as €12 per day. Prime members also benefit from features such as price freeze, VIP customer support, a 48-hour refund option for added flexibility, and a best-price guarantee on flights and hotels, or eDreams pays double the difference.
eDreams Reviews Summary
The company enjoys a reputation for offering competitive prices and a user-friendly booking experience, with many customers appreciating the ease and speed of the process. However, several negative sentiments emerge regarding customer service shortcomings, particularly around issues with reservations, unexpected fees, and a lack of support when problems arise. Customers have expressed frustration over perceived misleading information and difficulties in obtaining refunds or changes. Overall, while the company successfully attracts customers with attractive deals, it faces challenges in maintaining trust and satisfaction due to inconsistent service experiences.
This summary is generated by AI, based on text from customer reviews
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I will never be booking with this company again. I tried to change my hotel and said that I could not! I wasn't asking for a refund just asking to change my hotel because the one I got after reading reviews was not safe for a woman to be staying at. They said it was against policy. Total Bull$#*!! You call and you can barely understand who you are talking to. Its ridiculous! Then they don't show all the fees. It never showed you had to pay a $60.00 Resort fee per night. We would of been paying double the price if we stayed with that hotel. No thank you! NEVER AGAIN BOOKING WITH THEM!
I had a mini panic attack when I was paying my booking and it just got stuck on the payment transaction page. I was alerted from my bank that the payment went through but my screen on the edream sight did not change and did not show that my transaction was completed or not. But a couple mins after I received an email from edream and the plane company I was booking.
Dear Kayla,
We are truly sorry that your experience with customer service was less than ideal.
The way the interaction was handled does not align with our quality standards, which is something we take seriously.
We reviewed your case to verify that quality was otherwise met, and assure you that your request is in progress and being properly handled.
As soon as we have an answer, we will email you at the address you used to make your purchase.
We appreciate your patience and understanding during this time.
Sincerely,
John
Customer Care
Your website kept kicking me out and I had to start over from the beginning each time
It finally worked
Good experience. Easy booking. Great deals. Good experience. Easy booking. Great deals. Good experience. Easy booking. Great deals. Good experience. Easy booking. Great deals.
Todo fue muy rápido y seguro. Gracias eDREAMS. Espero volver a utilizar la plataforma EDREAMS en un futuro.
I have paid the ticket successfully and they give me booking reference no. And I need the e ticket
Dear Qamar,
We are truly sorry that your experience with customer service was less than ideal.
The way the interaction was handled does not align with our quality standards, which is something we take seriously.
We reviewed your case to verify that quality was otherwise met, and assure you that your request is in progress and being properly handled.
As soon as we have an answer, we will email you at the address you used to make your purchase.
We appreciate your patience and understanding during this time.
Sincerely,
John
Customer Care
I booked two tickets for my friends to spend the New Year's Eve together but I had a bad accident at the 10 December 24 and I tried to change their booking which I had a assurance to change the tickets and they were not allowed to change and I lost all the money
Dear Rosa,
We are truly sorry that your experience with customer service was less than ideal.
The way the interaction was handled does not align with our quality standards, which is something we take seriously.
We reviewed your case to verify that quality was otherwise met, and assure you that your request is in progress and being properly handled.
As soon as we have an answer, we will email you at the address you used to make your purchase.
We appreciate your patience and understanding during this time.
Sincerely,
John
Customer Care
I am an Iraqi citizen living in Kurdistan. I am a university graduate, married and have two children
Good service. Keep updating to more friendly users and offer more promotion.
Dear Customer,
Our sincere thanks for your positive words and feedback.
As a valued customer, we look forward to serving you again.
Best regards,
Customer Care team
Sa nekoliko klikova rezervirana i kupljena karta. Vrlo efikasno.
Demasiadas ofertas y variación de precios.
Por lo demás ir paso a paso es correcto
Dear Ricardo,
Our sincere thanks for your positive words and feedback.
As a valued customer, we look forward to serving you again.
Best regards,
Customer Care team
Still I don't know how many kg I can carry on the trip. And difficult to ask.
Dear Carlos,
We are truly sorry that your experience with customer service was less than ideal.
The way the interaction was handled does not align with our quality standards, which is something we take seriously.
We reviewed your case to verify that quality was otherwise met, and assure you that your request is in progress and being properly handled.
As soon as we have an answer, we will email you at the address you used to make your purchase.
We appreciate your patience and understanding during this time.
Sincerely,
John
Customer Care
Not great, no option to cancel prime membership, I am abroad, so difficult to call uk prime number to cancel
Dear Soe,
We are truly sorry that your experience with customer service was less than ideal.
The way the interaction was handled does not align with our quality standards, which is something we take seriously.
We reviewed your case to verify that quality was otherwise met, and assure you that your request is in progress and being properly handled.
As soon as we have an answer, we will email you at the address you used to make your purchase.
We appreciate your patience and understanding during this time.
Sincerely,
John
Customer Care
Yes the Prime deal was stressful although now ive read the benefits I think I'll keep it. And way way too many attempts to make money. You absolutely should NOT have to pay for set choice.
But value for flight is excellent. E Dreams always is there at the end of the day so thanks xxxzz
Overall good experience, too many promotional emails that are cluttering my inbox!
Very supportive eDreams Staff regarding my needs for help!
It was pleasant fast and as it should be from one site that is this big as e dreams. I had maybe a small complaint about the question for the hidden fee they kept asking too many times for the extra security and other things when I had chosen in the beginning that I wanted the basic option otherwise all good
Just be great,good prices.amazing customer service.
Thanks
This is my third time buying the ticket through eDreams app, I'm satisfied with the service!
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- SmartCustomer’s sole mission is to increase online transparency for buyers and businesses
- SmartCustomer has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Dear Jessica,
We are truly sorry that your experience with customer service was less than ideal.
The way the interaction was handled does not align with our quality standards, which is something we take seriously.
We reviewed your case to verify that quality was otherwise met, and assure you that your request is in progress and being properly handled.
As soon as we have an answer, we will email you at the address you used to make your purchase.
We appreciate your patience and understanding during this time.
Sincerely,
John
Customer Care