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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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Upon arrival to Rome airport
I was told I have to pay for my back bag since it is 11 kg. My flight was with one stop in Barcelona - then to Alicante. Therefore I had to pay 100 euros to keep my bag. I paid the money so I can keep my only bag on me. Wished that was cheaper.
Pretty good website to book a flight on and real easy to connect to, I will use this page again
Hello, I have received confirmation of my trip and would like to inform you that I am satisfied with your services. Please continue working at this speed in order to expedite our needs. All the best
I really didnt seem to understand anything. I dont know what luggage ( if any) I can take...and for a £111. Return txt i seem to be owing £283.! Not sure. Quite how it all worked!
Dear Penelope,
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
It was very easy and good work on time I don't have any problem with your way of handling my needs
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I think the booking is fine, though I have been unable to go to the Air Asia website and confirm that my reservation is there as promised.
The worst part of this is you made me accept a membership to "Prime" which costs more than the flight I booked, and while you promised to have an easy way to cancel that online, THAT IS A LIE. I CANNOT FIND A WAY TO CANCEL THIS UNWANTED COSTLY CRAP ONLINE. Apparently I have to call a phone number to do that. It's a New York area phone number which you said is "toll free" but is not, and you wrote it in a weird way that made it look like an Afghanistan or Tibetan phone number. This is very sleazy, and you know it.
Dear Gerald,
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
I was struggling to find an economical way to Vienna from Dublin but I discovered an affordable route via eDreams & Lufthansa which involves a brief stopover in Munich.
I can't tell what bag to bring on where I don't have to pay any more money. Just so happen I am traveling with one personal bag - nap sack. I hope I don't get charged.
Also, I thought I was booking a flight for about $56 and got charged $100. I don't know why. I can't see the breakdown.
Dear Patrick,
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
It was very easy to make a booking and easy to follow the instructions
It was very fast and easy. It was my first experience in booking a flight ticket outside of my country, therefore I was not familiar with the procedure. When I bought the ticket and received the email of confirmation, I doubted I did not complete the whole process yet, but after I searched on the site, I noticed the procedure was done completely.
I suggest you prepare a flowchart on your website that shows the procedure of booking a ticket.
Dear Shahrzad,
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
The booking was pretty quick.
However, no contact email of someone to talk to.
Having contacts to discuss with could be reassuring.
Dear Johnson,
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
The process was quick and easy. I received my confirmation quickly. The prices were the best online. All my info was sent in a timely manner. I would recommend this site to all.
It was easy to navigate the choices of flight and the information.
Best deal ever! I can't believe I was able to get a round trip ticket for that price. My dreams of traveling to Europe are finally coming true!
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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 Alaa,
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