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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

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GB
1 review
0 helpful votes
Follow Axel C.
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Too much follow-up selling.just needed to book a flight

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

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

GB
1 review
0 helpful votes
Follow Pramod I.
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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.

Date of experience: March 24, 2024
GB
1 review
0 helpful votes
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Edream prime
April 3, 2024

Easy to locate and book flights but in order to get the reduced fare you have to take up the Edream Prime scheme trial

Date of experience: March 24, 2024
Bulgaria
1 review
0 helpful votes
Follow Nora Z.
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No hassle
April 3, 2024

It was a last minute booking and my family had to fly within a day of booking. No issues received at all. Cheers!

Date of experience: March 24, 2024
GB
1 review
0 helpful votes
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Good Service!
April 3, 2024

It has been a good experience. EDreams offer a good service.

Date of experience: March 24, 2024
Greece
1 review
0 helpful votes
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It's very nice
April 3, 2024

It's helpful and easy really like to use the edreams

Date of experience: March 24, 2024
GB
1 review
0 helpful votes
Follow Trish C.
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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

Date of experience: March 24, 2024
John T. eDreams Rep
over a year old

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

GB
1 review
0 helpful votes
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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

Date of experience: March 24, 2024
John T. eDreams Rep
over a year old

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

Belgium
1 review
0 helpful votes
Follow Anil L.
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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

Date of experience: March 24, 2024
Iceland
1 review
0 helpful votes
Follow AL H.
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Need a better display on website
April 2, 2024

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

Date of experience: March 23, 2024
John T. eDreams Rep
over a year old

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

GB
1 review
0 helpful votes
Follow Ioan S.
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Was a great experience and I always use your services

Date of experience: March 23, 2024
Norway
1 review
0 helpful votes
Follow Vaidotas X.
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Komentuoti nieko negaliu, pirmą kartą. Manau patarčiau ir kitiems pasinaudoti šia galimybe.

Date of experience: March 23, 2024
GB
1 review
0 helpful votes
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Everything is cool
April 2, 2024

I was trying to see if I can see an option to change time of flight but didn't see

Date of experience: March 23, 2024
California
1 review
0 helpful votes
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Great experience
April 2, 2024

Simple and professional and easy to use the website. Prices are reasonable too.

Date of experience: March 23, 2024
Ireland
1 review
0 helpful votes
Follow Anupom Z.
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Best sites for buying tickets. Helpful tips for travelling. Everything in one place for travellers.

Date of experience: March 22, 2024
Ireland
1 review
0 helpful votes
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Amazing deal
April 1, 2024

It was easy and straightforward to book and had a great deal!

Date of experience: March 22, 2024
Latvia
1 review
0 helpful votes
Follow Atis I.
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Not happy
April 1, 2024

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...

Date of experience: March 22, 2024
John T. eDreams Rep
over a year old

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

Ireland
1 review
0 helpful votes
Follow Jean Y.
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Price good, Prime confusing
April 1, 2024

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?

Date of experience: March 22, 2024
John T. eDreams Rep
over a year old

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

Belgium
1 review
0 helpful votes
Follow Meatau Q.
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All is automated and smooth!
March 31, 2024

Very good workflow! Easy to use and give good offers!

Date of experience: March 21, 2024
Israel
1 review
0 helpful votes
Follow Merav J.
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Great
March 31, 2024

It was good and easy, very pleasant and good and fast connection

Date of experience: March 21, 2024