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eDreams

3.8

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.com
Founded in 1999
Madrid, Madrid, Spain
+544
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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

This company responds to reviews on average within 4 days

We monitor reviews for authenticity

Germany
1 review
0 helpful votes
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I like your website
April 6, 2024

Ya is good experience your flight
Thanks u so much

Date of experience: March 27, 2024
Hungary
1 review
0 helpful votes
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I understand that they cannot solve the production of the boarding card and that they cause me inconvenience, but why did I have to pay an extra fee of 10 EUR per person at the airport? Please refund the 20 EUR extra fee.
The flight service was good.

Date of experience: March 26, 2024
John T. eDreams Rep
over a year old

Dear Ferenc,

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

Czechia
1 review
0 helpful votes
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Well done
April 5, 2024

It's easy to understand and it's offered me a plenty of option to choose.

Date of experience: March 26, 2024
GB
1 review
0 helpful votes
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Very efficient
April 5, 2024

BA was the only Airline I could find with suitable flight times. I look forward to more frequent flying with your Company.

Date of experience: March 26, 2024
GB
1 review
0 helpful votes
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Very quick response
April 5, 2024

This service was easy to use and all the details came through very quickly

Date of experience: March 26, 2024
Azerbaijan
1 review
0 helpful votes
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Good
April 5, 2024

Very good, thank you for your service. I appreciate it!

Date of experience: March 26, 2024
GB
1 review
0 helpful votes
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Easy to book
April 5, 2024

Easy to book and good prices definitely use again.

Date of experience: March 26, 2024
GB
1 review
0 helpful votes
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EDreams in your dreams!
April 5, 2024

Not as advertised! When booking the price on the site was £634 when I went through the booking the final purchase it went up by £100.00 to £734 stating due to additional costs! This should not have been advertised at the cheaper cost to then find out it had gone up … is this fair to advertise original cost!

Date of experience: March 26, 2024
John T. eDreams Rep
over a year old

Dear Vivian,

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

New York
1 review
0 helpful votes
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I am very angry
April 5, 2024

You pushed me to buy my ticket with prime e dreams and charge me 85 euro in 24 April, you said it was free to call to cancel it was not free and cost me a lot of money, and now i am not sure if my membership is cancelled and i still want to keep my booking!

Date of experience: March 26, 2024
John T. eDreams Rep
over a year old

Dear Zoya,

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

Israel
1 review
0 helpful votes
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I have made 2 orders: 1. Tel Aviv - Rome and 2. Milan - Tel Aviv. But in my account i can see only the second Milan - Tel Aviv. Please, add the first order Tel Aviv - Rome to my account also. Regards

Date of experience: March 26, 2024
GB
1 review
0 helpful votes
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Deal with eDreams is waste of time. Spoke to someone on phoneline over 1 hour 25-3-2024 11pm. They wind you up and make very angry. They don't want to listen to you. They charge £69.99 service I don't want, soon after my booking, I made complaint, Company send me email and said someone will come back to me, now nearly month no one come back to me from eDreams.
Also when I want cancel my booking, I been told go direct and speak to th Areline.would not refund my money back. EDreams took the money from me and get refund from the Airline.

Date of experience: March 25, 2024
John T. eDreams Rep
over a year old

Dear Kuldip,

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

GB
1 review
0 helpful votes
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Easy and quick
April 4, 2024

It was great when I google and found e-dreams on my Google app. So also it was easy buying my ticket from there.

Date of experience: March 25, 2024
GB
1 review
0 helpful votes
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I was very impressed on the service received in booking my upcoming flight to Douala Cameroon

Date of experience: March 25, 2024
GB
1 review
0 helpful votes
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A good xperience
April 4, 2024

I tried several websites to do my booking but found on this occasion, this was the best, I was able to book the hotel I wanted plus the flights were good but most importantly I could understand what baggage, whether checked in or cabin baggage and the payments if any were needed. All the airlines with other sites were a bit of a minefield with extra costs and caused some confusion

Date of experience: March 25, 2024
Spain
1 review
0 helpful votes
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Professional
April 4, 2024

Precise, fast and efficient service. The hotel/ flight combination makes the whole process easier

Date of experience: March 25, 2024
Latvia
1 review
0 helpful votes
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It's a trap!
April 4, 2024

The same as other customers said - It's a trap!
They slip their "Prime membership" into simple plane ticket. Shows as discount, but then You are charged for this discount with membership charge. And if You forget about it, its charged again next year!
Canceling online doesn't work.
They took the payment today again, but said, they are not able to stop it, even though i called them like 30 minutes after that.
And... they keep on trying to sell some discounts when You call customer support!
Also the first problem with them was, plane tickets - just impossible to get boarding passes.
Next thing - impossible to get invoice for non-wanted membership, but it is important if they charge a company card!
JUST AWFUL! STAY AWAY!

Date of experience: March 25, 2024
GB
1 review
0 helpful votes
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Quick and easy to book and received confirmation.
Easy booking
Quick booking response
Best price.

Date of experience: March 25, 2024
Kuwait
1 review
0 helpful votes
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Sad experience to have first lost reservation from your side then non functioning discount code, then second expensive resrvation

Date of experience: March 25, 2024
John T. eDreams Rep
over a year old

Dear Mohamed,

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

GB
1 review
0 helpful votes
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Cool
April 4, 2024

I used this for my first plane trip on my own and so far it is cool.

Date of experience: March 25, 2024
Greece
1 review
0 helpful votes
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Excellent
April 4, 2024

Perfect I would always use your platform for booking

Date of experience: March 25, 2024