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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.
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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Too much follow-up selling.just needed to book a flight
Prices are fairly reasonable and the the booing process for flights is straightforward. Especially if you become a prime member. However hotel bookings and prices need to be improved. Other sites have a lot of no upfront payments and free cancellations.
Easy to locate and book flights but in order to get the reduced fare you have to take up the Edream Prime scheme trial
Hi we got to BA and found that the ticket had my sort name not Theresa so it did not match with the passport etc we rang your help line etc and was told it would take 72 hrs to get the air to alter the ticket and that we would have to to the air line the check in young lady and also her manager explained what needed doing but your gay still said the same that we would have to talk to the airline so the managed manger alter the settings their end and told the guy what to do he still said the same so i had to book another air line ie virgin and new Zealand air at a cost to me of £750.00what i do not under stand is the guy was talking to BA etc if i had gone straight to ba and booked it would have been sorted at the check in desk
Dear Trish,
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 chose my flight. Purchased prime membership, selected seats on both outward and return flights. When i went to payment the return flight was paid for and confirmed but my outward flight was cancelled. When I spoke to a team member I was offered no help. But told to rebook that flight myself. The system did not recognise that I wasn't booked on my outward bound flight and would not let me book as duplicate booking was still in place. I'm astounded that this issue could not be resolved by e-dreams
Dear Gary,
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
For luggage there is only option for check-in but no option for cabin bag. It only says small bag.but in other sites cabin bag is also option which can be selected
I am fairly happy with the prices but it would be nice to see the fligjt price with AND without the prime club prizes BEFORE going through the whole process pf typeing names and about to pay, when it comes up on the screen that unless you join the club your price will go up, in my case 90 € i would and could have chosen a different route of flight to my destination if i had known this before scrolling theough flight searches, but since i had already purchases my other flight i was forced to take this flight as it is the only choice of flights from my main flight to my final destination (could have flown a different route as my main flight and then from there or MANY other places to my main destination but….)
Its sad and its tricking people into thinking the flights are "this cheap" when its actually more unless you join the club,
Right in the beginning there should be a choice x price as a member, x price as a non- member
Just hope my flight will be worth the extra money
Dear AL,
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
Was a great experience and I always use your services
Komentuoti nieko negaliu, pirmą kartą. Manau patarčiau ir kitiems pasinaudoti šia galimybe.
I was trying to see if I can see an option to change time of flight but didn't see
Simple and professional and easy to use the website. Prices are reasonable too.
It was easy and straightforward to book and had a great deal!
I'm not happy, that if my phone dies, have no internet connection or simply don't have time to check email, that something prepayed might get cancelled...
Dear Atis,
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
Trying to log into Prime account is proving very difficult. When I go to register it asks for a password. When I insert one it says account already created. But when I try to log in and choose 'forgot password' it promises to email me a link. No email comes either to inbox or spam?
Dear Jean,
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
Very good workflow! Easy to use and give good offers!
Answer: Dont believe them. They are a scammer company and just tried to scam me out of my funds. Contact your Credit Card company and file a dispute. SDreams methodology is to frustrate you until you give up from wasting so much time and they get to keep our money. Your Credit Card issuer is on your side and will revers the charges
Answer: Yes I would like to participate in a class action law suit against this company who has no customer service or any way to get money back! I lost $5807 to this fraudulent company and want it back
Answer: I have the same issue. There is no help (from them) available. I gave up calling after three months... which I am sure most people do; they count on this. The savings is modest with their pricing; and hey charge for rescheduling. I rescheduled and after three months still have not received my new ticket. After many phone calls (the wait is VERY LONG to be connected to someone) I gave up; they count on you giving up. An expensive lesson - do not use them.


Dear Axel,
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