On SmartCustomer, businesses may not offer incentives or pay to remove reviews. Learn more about our Review Guidelines.
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
We monitor reviews for authenticity
I find it a bit frustrating that once initiated with completing personal info it is not posible to change dates
It Was good and nice. Smooth experience. Best wishes
I have some strong work experience that will help me with this job if I am successful. I worked for a year as a student in a local Pizza restaurant. That helped me to get confidence in talking to the public, and also showed me that this is a job where I will need to work hard.
If you have any doubt or problem, you'll only be able to "talk" with an automated system. If your question is not among the programed ones in the automated system, you're likely not to be able to get in touch with any human being and not solve your doubt or problem. That has been my experience. Quite frustrating.
Dear Arturo,
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
It was easy n smooth... but the luggage entitlement was not specifically cleared at first... it was indicated generic: checked luggage included 😀
Your focus is totally on yourselves and not the customers. Your layers of add on sales add to confusion and unnecessary complication. I'm giving you this information because you asked for it and I'm doing it for free!
Dear Peter,
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
I searched on Google and found eDreams; I easily found the correct flight and bought it in a few steps.
Need simple check in for the travel. I struggled alot for online check in despite having paid for it.
Dear Nadeem,
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 whole experience would have been easy and straightforward if not for false advertisement and forcing fake Prime advantages on your unsuspecting customers. The discount you were providing is complete BS as I was looking at airline websites directly to compare the pricing. Airline prices were lower if not the same but you hiked up the price and forced subscription to get a normal price. To add insult to injury the way to cancel via website is well hidden and the only clear way is to call a number in USA. I waited so long on that call that I actually managed to find a way to cancel it via website but as I said it was intentionally confusing and hidden. So total sh*t and extremely unfair. Never again.
Dear Alex,
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
My flights to or from Tel Aviv have been cancelled 3 times and you have never returned me any money. My daughter has tried to help but without success! On one occasion we were told that E-Dreamz had to agree to the return of money, but this has never happened. These flights have always been cancelled because of a war situation in the area.
1. I have never had any control of the matter
2. I have never asked for any of the cancellations
3. I have never seen any money returned to me
4. Why can't you simply return the money paid for flights which have been cancelled to my credit card account?
Dear Moshe,
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
Needed to change flight time but it took too long for the team to callback, despite being told they would call me with in different windows of time by four different operators. In the end it was too late to make the change when they did call... being left in no man's land waiting was not acceptable... I had to leave for original flight in case the team didn't ever call,
I needed to know cost of change. Holding me waiting put the price higher and higher, last minute flights are obviously very expensive.
If you dealt with my request when I first requested the price to change would be less.
The app has no option to change the time despite pretending it does
Dear Melanie,
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
Sometimes frustrating declined 2 cards that were fine
I chose E dreams because the price of the flight and the hotel together were acceptable to me and I used the prima discount. In reality, the increase in the price I paid was as much as the discount.
Swift and excellent service, I highly recommend eDreams
Fast and secure reliable with good access to purchase
Good honest company comfortable to book unhappy to book the flights thank you
Was nice to receive info about my gate and connection flight straight on my email! Thank you!
See reviews as you browse!
Get the Chrome Extension.
Add Extension
- 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
- 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 Antonella,
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