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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.
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For the first few times, the price was different from that advertised on Skyscanner. However, after a few attempts I saw the right price and even got a further discount via eDreams free trial subscription.
I purchased a flight ticket with reservation code a trail Prime membership. However, the code does not work, preventing me from modifying my flight. Additionally, I am unable to cancel my PRIME subscription, the customer service phone number is not working, and the virtual assistant does not provide a solution.
I request:
1. A resolution for the issue with my reservation code.
2. The cancellation of my PRIME subscription.
Thank you
Dear Desta,
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
I book my ticket online, everything was perfect. It not that difficult at all.
Good deal on the flight, and fairly straightforward process. Clear communication at the end.
The downside: so many things to deselect and/or click through!
I booked a Saigon–Taipei flight (29/12/2024 – 2/1/2025) through eDreams for 410 CHF, but on my return, China Airlines refused check-in, citing an incorrect ticket sequence issued by eDreams. They instructed me to contact eDreams for resolution.
After multiple failed attempts to reach eDreams, I had no choice but to purchase new tickets for around 310 CHF at the airport, as requested by China Airlines staff. This resulted in a total cost of 720 CHF for the trip.
I provided eDreams with all the documents from China Airlines showing the wrong ticket sequence, discrepancies, and the airline's explanation of the error. Despite this, eDreams insisted the ticket was correct, shifted blame to China Airlines, refused to refund the cost, and asked me to contact China Airlines directly.
As the booking agent, eDreams is contractually obligated to ensure ticket validity and resolve issues. How can they refuse to take responsibility and redirect me to China Airlines? This constitutes a failure to fulfill their contractual and consumer protection obligations, potentially violating Directive 2011/83/EU (Consumer Rights) and Directive 2005/29/EC (Unfair Commercial Practices).
What if I didn't have the money to buy new tickets? I would have been stranded at the airport with no way home, facing eDreams' negligence. Their conduct raises serious concerns about consumer rights violations. Think twice before booking with them!
Easy to navigate, great deals and customer service. It offers so many flight options to chose from and also good alternatives for flight cancelations and refunds.
It was really hard for me to understand the logic behind ads.
Dear Toncho,
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
Easy - fast- good offers - easy use portal - need more marketing to advertise your website
I would love customer service. I need your help and you are not answering my email.
Dear Sapir,
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
Unfortunately you have booked the car one day later than I asked not a good experience
Should have been for today 13th.
Dear Michael,
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 really like my accommodations (Los Canelos) in the INN category. It is also close to the center of town.
Looking forward to the tours!
Online booking clear and easy to use. Received confirmation in a timely manner
The booking experience was smooth, great and fast. Super recommended!
Edreams always gives competitive flight prices comparing to other sites.
No move back or cancel options. Hidden costs which appear during a process.
Fast easy process no problem liked how easy the process was no problem
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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 Customer,
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