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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.
This summary is generated by AI, based on text from customer reviews
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Ok. But few things to still clarify. Amount taken from my account. Is that your fees?
Bought a fully flexible ticket for >$800. Went to change the flight 7 days beforehand using their online system. EDreams indicated a $0 fare difference (I have a screenshot) and wrote that confirmation would be received in 48 hours. No email arrived, ever. I called them up the day before the flight and spent almost 2.5 hours on the phone being transferred from "team" to "team." They claimed that it wasn't a $0 fare difference but actually around $1700-1800 difference (they quoted 2 different numbers by different operators) and wanted to know if I would make the payment? Weird thing is I could buy a brand new ticket for that exact same flight in 2 months time for $600 using another agency. So after having enough I asked to cancel the ticket and enquired how much I'd get back. They said it was non-refundable - despite it being a fully flexible fare. 2 different operators quoted different amounts - one said an exact $300 and the other $410 (something). It's as if they're pulling numbers out of the air. I doubt I'll ever get the money back. I have already started warning my international flying friends and colleagues from ever considering edreams.
Morale of the story: there are good reasons why eDreams has such a low customer satisfactory rating among customers. We've now been cheated hundreds of dollars by this group that it's worth not trusting them. They make stuff up that makes no sense at all.
Dear Dan,
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 find the flight that was more suitable or me. Thank you very much!
Scammers who force you to sign up for a premium service and then take your money without giving you a button or message to cancel.
No response to refund request
They don't even cancel the payment, but the service withdrawal button is also hidden.
Don't use this scam service.
It's a waste of life
Dear Dahye,
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
Very good and efficient. Will use it again. Used it a lot before
Everything was very simple and easy to navigate, and a really good price
This was our second experience. We appreciate the booking facilitated in two hours
Brilliant. Well done. Good. Perfect. Okay. Top notch. I am waiting for a tickets.
Prime offer very useful in cutting cost
Shame I have to enter more characters though
They kept me well informed with my travel plans. Any updates or confirmations were duly noted. They have great deals and affordable rates.
Very easy to book and compare prices, no hidden costs, smooth booking
Found it very easy to book a flight to Dubai,I've not used this site before but would definitely use again.
The experience was great but like I said it's my first time using this and it's going to take time for me to figure out whether is good for me or not
Dear Nanny,
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
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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 Aouale,
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