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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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Just know there is no such thing as free carry on, unfortunately it's industry wide
Very easy to book flights and you can find economical options
Restaurant avec fuite d'eau, coffre de chambre ne fonctionne pas! Chambre trop petite et aucun frigo ni boisson disponible après 23 h distributeur boisson en panne! Bref à eviter
The ease of booking our trip was excellent, easy to follow instructions and immediate response. EDreams are available with car rental and accommodations at any time forwarding all necessary information
Very smooth experience booking. Will book again. No problems at all with the site.
Reasonable priced only downside is all the the additional cost ie:- add-one
Please remind me not to fly Air Arabia every again it was the MOST STRESSED-OUT FLIGHT i had to pay 140.00 euros for my bags, and on return, it was a long delay that messed up my connections, the flight sucks false advertisement for priority checking, they had none. I had to buy meals on the plane even when the plane had such a long delay.
Dear Zeke,
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 wanting to cancel, as I had subscribed to the trial offer, and to stay on, my Prime membership was discounted, and I was given a $90 credit. There wasn't a code to go along with the credit and I called customer service. I was on hold for almost an hour, waiting for someone to help. Apparently, the credits are only good on the app and not the (broken) website. When I downloaded the app, the credit was given for a different country and not the US. I then waiting for help again, and they had to reset my settings to show I was in the US. It has been an insane amount of trouble and I would rather pay more, be able to use the website, be able to book with someone over the phone, and just have a better overall experience.
Dear N K,
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
Too much... I just want to buy my ticket, receive my information. Too many prompts for emails, txt, APP! I just want my ticket.
Dear Andrew,
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 booked a ticket, you sent me 10 emails. WTF? To me you're just a ticket vendor - literally bouht from you because you're the cheapest selling and I will never, ever use your service again. $#*! YOU for making me call your landline to cancel my "Prime" membership. Piece of garbage company.
Dear Andriyan,
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 booked my round trip flights through eDreams. I have received my confirmation from one of the airlines but not from the other.
I am hopeful because eDreams reached out to me. The idea of dealing with a European travel agency is difficult for me to understand, but their website was very easy to navigate.
I am uncertain to this date as to whether I have a booking with edreams or not. Funds were not collected from my account and yet I have a booking confirmation. I find this to be rather confusing
I got a good itinerary, price and overall booking experience was great.
However, I could not pull up my reservations on the airline sites. Had to chat with support to get a new code for one of the airlines, and for the second one I was told that my flight was booked with CitizenPlane. CitizenPlane FAQ shows their conf code is a group booking and will not show on the airline site, I cannot do online check-in, etc.
I am glad I paid the extra $11 for Standard support or this could have been an even bigger hassle. The Bot that is used to start the chat before you go to a human should be more forgiving and direct to a human sooner, I had a very niche issue but there was no way to avoid jumping through the bot's hoops before a human came in to the chat to help. The human was very helpful for the one airline, yet the concern remains
A) Why did I get an incorrect airline reference
B) Why do I have to deal with CitizenPlane when I booked with eDreams
C) Why do I have to trust but cannot verify whether the airline actually has my booking for the CitizenPlane flight
Dear Darpan,
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
Helpful and useful, thank you so much for this information, too much easy to reservation
I'm satisfied with everything! I am happy with everything! I especially like the ease of booking - except that return flights are often not arranged on time!
I booked a flight and paid for the seat then this company kept my money after the airline did not give me my seat. Don't give a service option if you can't guarantee the option.
Dear Steven,
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
Hi Ihab,
We appreciate you taking the time to write a thoughtful review, and we're delighted to hear that you had a positive experience.
Thank you for choosing to travel with eDreams. It will be our pleasure to serve you again in the future.
Sincerely,
Anna
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 Thierry,
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