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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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EDreams is without a doubt the absolute WORST company with the LEAST HELPFUL customer service department that I have ever encountered. I was notified that they had renewed and charged me for an additional year's membership and even though I reached out IMMEDIATELY to inform them I did not want to continue my membership they refused to refund me for the coming years membership. I also immediately requested that they remove my credit card information from their system and had to stay on the phone (mostly while on hold) for over an hour and speak with a supervisor (who also refused to issue a refund for the membership for the coming year) who also would not remove my payment information from their system. This company is a scam and are impossible to work with. Whatever you do avoid eDreams! There are MANY other options for legitimate travel services that actually care at all about their customers. I am filing a complaint for the BBB and am also going to report this charge as fraudulent with my credit card (which I will have to cancel because they refuse to remove my payment information from their system.
Recibí la factura y el ticket aéreo de mi pasaje de retorno más no recibí el ticket ni la factura del pasaje de ida!
It's bit tricky while adding baggage u have to add it separately for each flight if you have a connection other than that everything is smooth
Dear Roaa,
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 notify you by email at the address used to make your purchase.
We appreciate your patience and understanding during this time.
Sincerely,
John
Customer Care Team
Found the experience rather confusing. Was asked to complete the missing details for check in but could not find any links to complete this request. We have since found out that we cannot check in until 15 days before our flight.
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 notify you by email at the address used to make your purchase.
We appreciate your patience and understanding during this time.
Sincerely,
John
Customer Care Team
Please see title. Deliberately vague and confusion online booking and payment system designed to trick people into double booking and payment.
Dear M. Y,
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 notify you by email at the address used to make your purchase.
We appreciate your patience and understanding during this time.
Sincerely,
John
Customer Care Team
Identification: Options are passport or identification number. I used identification number. Then you are obliged to enter an expiry date. Identification card doesn't have an expiry date. Too many additional options. I just want to fly to destination and back.
My husband was trying to book a flight for me but the system kept rejecting my information. The rep walked us through making the booking.
Complaint about eDreams Prime Membership
On September 19,2025, I was unexpectedly charged $69.99 for a one-year eDreams Prime membership (valid until September 19,2026). I immediately called the same day to cancel, as I did not recall agreeing to this subscription and did not want the membership. Despite contacting them within hours of the charge, eDreams refused to cancel or refund me.
I followed their instructions and sent multiple emails requesting cancellation. Their replies were consistent refusals. They admitted the charge was made, without any advance notification, yet still insist I am locked into a full year even though I have not used — and do not plan to use — any of their services.
In short: I never knowingly agreed to this membership, I did not authorize this renewal, and eDreams is refusing to cancel despite my immediate objection. I feel deceived and unfairly charged.
Warning to others: Be very careful with eDreams memberships.
Dear Russel,
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 notify you by email at the address used to make your purchase.
We appreciate your patience and understanding during this time.
Sincerely,
John
Customer Care Team
The date on the ticket was not clear when I got to the airport I was told it had been the day before I requested a refund and was denied I had to purchase new tickets at the airport at triple the price Customer service is non existent
Dear William,
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 notify you by email at the address used to make your purchase.
We appreciate your patience and understanding during this time.
Sincerely,
John
Customer Care Team
Easy to book, found ticket only here, on eDreams. Very exited about the flight. Flying Largest Long-range Twin-engine Jetliner, The Boeing 777-300ER.
I was on a few different search engines and they all had the same routes i. E. relied on budget carriers which is ok but rarely includes baggage allowance. Edreams offered it all, flights with baggage allowance and was still cheaper than the rest!
My husband and I have not been put in seays on the plane together, as we arr both nervous flyers it is upsetting
Warning: eDreams charged me €100 extra for a so-called "Prime/VIP membership" when booking a flight.
I never requested or accepted this, yet they refuse to refund me, claiming I am "too late". This is misleading and dishonest practice.
Travelers: beware of this scam.
#edreams #fraud #consumerrights
Dear Nordin,
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 notify you by email at the address used to make your purchase.
We appreciate your patience and understanding during this time.
Sincerely,
John
Customer Care Team
Easy booking, friendly service and agile communication. Great pre-trip experience!
My first time booking with eDreams and I'm really impressed — the process was simple, transparent, and everything went smoothly from start to finish. Prices were clear, confirmation was instant, and I felt reassured throughout. Definitely looking forward to booking my future trips here again!
We have made many reservations online gir our time in EU. I am sorry but do mot kniw eho edreams is.
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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
Estimado Jose:
Lamentamos mucho que su experiencia con el servicio de atención al cliente no haya sido la ideal.
La forma en que se gestionó la interacción no cumple con nuestros estándares de calidad, algo que nos tomamos muy en serio.
Revisamos su caso para verificar que la calidad se cumpliera y le aseguramos que su solicitud está en proceso y se está gestionando correctamente.
En cuanto tengamos una respuesta, le notificaremos por correo electrónico a la dirección que utilizó para realizar su compra.
Agradecemos su paciencia y comprensión durante este tiempo.
Atentamente,
John
Equipo de Atención al Cliente