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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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They answered me relatively quickly and kindly They answered me relatively quickly and kindly
Our sincere thanks for your positive words and feedback.
As a valued customer, we look forward to serving you again.
Best regards,
Customer Care team
It was quick, informative and effective, even though not that cheap, due to added options.
Thank you very much for your positive review!
We appreciate you taking the time to share your kind words. It will be our pleasure to serve you again in the future.
Best regards,
Customer Care team
I am very disappointed with the dishonesty of Edreams. Last year - by mistake - I clicked and signed up for Prime for a one-off trip abroad to Italy to visit friends. I tried to undo my mistake and still get the flights I had wanted to book, but found it almost impossible to get the same flight even paying the full price. So, having urgency to settle my arrangements, I continued with Prime. On my return home, to be honest with Edream, I paid the £59.99 years subscription and then, so as not to have to pay automatically the following year, cancelled the Prime subscription online. I was sent an email accepting my withdrawal from their membership with a reminder that I would consequently lose any accrued discounts or vouchers. That was the last I heard from them. Now, a year on, I discovered yesterday that they have taken £59.99 automatically out of my bank account. I spent all yesterday afternoon contacting the bank and complaining to Edreams, who offered me a £40 refund and some vouchers! I remonstrated with this suggestion, but they refused a full refund, saying I should not have cancelled the subscription online! Needless to say I refused their offer.
Dear Susan,
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
Fast order and good price and everything is understandable
Thank you for your positive feedback and for taking the time to post it!
We are delighted that you had a great experience and look forward to being of service to you again in the future.
Best regards,
Customer Care team
It's been straight forward so far.
Hopefully when I actually fly all flights will be on time, and I will have a great time.
Our sincere thanks for your positive words and feedback.
As a valued customer, we look forward to serving you again.
Best regards,
Customer Care team
I also booked with Sun Express on 23.02.2024 Ticket No **************. I paid for my seats for both outward and return flight from very same destinations from Dublin to Antalya Sun Express XQ 533 11.30am from Dublin but recieved no seat number on my Travel Documents Booking No. RXB5F3.
Can tis be addressed please as I had to pay for my seat number on both outward and return flights on 10th March & 17th March 2024.
Dear Margaret,
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 second I finished the order (after the payment, of course, but what?) I noticed that I made a critical mistake and the return date is not what I wanted, I tried to contact the whole world and his wife and you have no option to do that (in other companies it is possible to cancel the order within 24 hours, etc.) Only you send me to the airline with no one to talk to
In short, I will never order plane tickets through you again
Dear Haim,
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
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They refused to make a refund even though l sent all the proof I got from the airline. No words to explain my frustration
Dear Heysel,
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
Our sincere thanks for your positive words and feedback.
As a valued customer, we look forward to serving you again.
Best regards,
Customer Care team
My experience was fair.Little did I know my money will be taken in the name of prime whatever after the booking.
Dear Elerius,
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 done multiple research and found it comparatively cheaper and my experience was seamless, Good one!
Our sincere thanks for your positive words and feedback.
As a valued customer, we look forward to serving you again.
Best regards,
Customer Care team
No hassle found me flight with times that suited me and price I liked
Thank you for your positive feedback and for taking the time to post it!
We are delighted that you had a great experience and look forward to being of service to you again in the future.
Best regards,
Customer Care team
Thank you for taking the time to write this review! Your feedback is important to us and helps us to continue to improve our service. We are grateful for your business and hope you will choose us again for your future travels.
Sincerely,
Customer Care team
I've been looking for best price on my trip to Spain, found it through eDreams, thank you 🤩
Thank you very much for your positive review!
We appreciate you taking the time to share your kind words. It will be our pleasure to serve you again in the future.
Best regards,
Customer Care team
Lufthansa cancellation of first leg of return flight Warsaw to Geneva (250 CHF). New booking via e-dreams (300 euros for one way/direct flight) but check in desk unable to find booking. Many attempts to find details for and contact help desk - missed flight - no refund because of "no-show!). LOT able to rebook original Lufthansa flight 7 hours later via Vienna. Planned move into new apartment today abandoned with work travel to Zambia tomorrow.
Dear Beris,
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
Thank you very much for your positive review!
We appreciate you taking the time to share your kind words. It will be our pleasure to serve you again in the future.
Best regards,
Customer Care team
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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
Our sincere thanks for your positive words and feedback.
As a valued customer, we look forward to serving you again.
Best regards,
Customer Care team