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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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I recently had a terrible experience booking a flight through the eDreams app. Despite selecting the currency in $AU and making all necessary adjustments, they charged me in £, resulting in a significant price difference. When I called customer service for assistance, Their final response was "It might be an error or issue with the app; we can't do anything." Seriously? They suggested I contact the airline directly, absolving themselves of responsibility. Avoid the frustration and book directly with the airline. #eDreamsAustralia #CustomerServiceFail #NeverAgain
I made a one-time flight purchase. All was fine until the bank gave me a warning of unusual activity. After investigation, it was discovered that I had been automatically put into a subscription system, which they immediately, in the next month, attempted to withdraw GBP69.99 three times. When confronted with this for cancellation and refund of the amount via phone, they only provided lip service of a discount and a GBP25.00 partial refund only. When confronted for a full refund, their customer service stated 'they do not have such a policy!' Currently, the bank is in a dispute over the abnormal amounts. My card was replaced, and the matter is in the middle of an investigation for the remaining dispute.
If you think the company is reasonable, it is your choice to use them.
Dear Customer,
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 been charged 69.99£ because I booked with edreams for nothing, I have contacted my bank and they told me to contact edreams to refund you.
Dear Mohammed,
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
Be careful while making booking. Read carefully all details and conditions. The price for your annual Prime subscription will be debited from your account.
Dear Ina,
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 booked a flight on Wizz Airlines which then took me through to edreams. I didnt read the small print and before I know it I'm signed up to a subscription for £69.99. All I wanted was a flight, not loads of lame deals that I'm not going to use. To cap it all I'm told my boarding pass might not be sent until 8 hours before my flight and my phone is not compatible with the app. So I might be stuck abroad struggling to get my boarding pass.
Dear David,
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 called eDreams to cancel flight several days in advance. I had purchased "Cancel for Any Reason Guarantee." The agent was reluctant, but finally agreed on an amount that was less than half of what I had paid. He verbally affirmed that the flight was cancelled. Now the company denies that I ever talked to them as they have no record of cancellation.
Dear Albert,
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 am being charged what appears to be a monthly membership fee which was said to have been included in my recent booking ref *******3697
I do not want to continue membership
As is common with these situations finding a route to communicate this is not straightforward
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
The setting was set in USD. Prices were displayed in USD. Finally while booking the amount was debited in GBP. The vendor is also not requesting OTP so there is no chance of knowing what is being debited until you check your bank transaction. The email response says "This email is no longer monitored"
Dear David,
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
Why do companies exist when they do not ever think about the customer and how poor the service is? I bought using e dreams due to the flexibility to change flights - this is what they promote. To find out, the process of changing takes time and also there is no straightforward way to contact customer service. The customer service menu for example makes you wait 10 minutes and goes in circle. If you are charged the international calling charges like me, i ended up spending over 100$ to reach out to these agents. On top of it, if they call you - they neve call back timely rather its 1 call and if you miss it - you get a voicemail and you need to reach back out to the same number and wait for at least 15 minutes. Its quite a waste of time and its better to spend a bit more money to directly work with airlines than this joke of a company. Its infuriating.
Dear Sameera,
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
Une agence à éviter ce sont des voleurs. Avec un service clientèle de merde en Canada, je recommande personne à cette agence
Dear Wajdi,
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
On 30th of March I had to fly from London to Rome and I couldn't fly because someone changed my flight date without notification and now they don't want to give me the money back. So no flight and no money, and they are sending me to the airline to ask for refund and the airline has told me if I booked with a travel agency to go to them to ask for refund, so never ending bullsit. Big pile of $#*! is Edreams. I will never book again with them and I have told all of my friends not to book anything with them either. They don't care about their customers. Scammers.
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 Team
Good. Quick booking. In English. Clear website Good communication
I flew for the first time with Aer Lingus, I can say that I am pleasantly surprised by the quality of the flight. I am also delighted that the flight duration is 5-10 minutes less than other airlines.
Overall my experience is good with you but I have one thing to say is that why you are taking so much money for extra bag, I think if you go to the airport it will only cost half of the money that you are taking for bag.
With eDreams, My reservation was ease and quick. I recommend it.
Easy to access overall quick and easy and great price
It's quick and easy to make the bookings. Although the flights were operated by different airlines, eDreams made the bookings.
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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 Somia,
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