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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

GB
1 review
0 helpful votes
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Leaving Edreams Prime membership
November 1, 2023

The service was good and thank you. Please cancel my Prime membership before the 14 days because I am not a frequent flyer.

Thank you

Date of experience: November 1, 2023
Dimitry V. eDreams Rep
over a year old

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

Minnesota
1 review
0 helpful votes
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Expensive and additional fee
November 24, 2023

This site charged me 45$ more than of airline booking site, I really disappointed and never recommend any one.

eDreams attempted to help this customer through the SmartCustomer Resolution Center, but the customer did not respond
Date of experience: October 31, 2023
John T. eDreams Rep
over a year old

Maiwand,

I'm very sorry to hear about your recent experience as it certainly does not meet the quality of service we strive to deliver for our valued customers. Your feedback is highly appreciated and will help us understand how and where we can improve.

Regarding your query, please check your email (and spam folder) as we opened a case with further information.

Sincerely,

Customer Service

GB
1 review
0 helpful votes
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Was ok
October 31, 2023

Normal experience nothing spectacular i dont have more to say

Date of experience: October 31, 2023
Dimitry V. eDreams Rep
over a year old

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

GB
1 review
0 helpful votes
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EDreams the worst online booking ever. I have experienced. I booked the ticket for my family (4) to Egypt in Dec 2023 for 1600£, but unfortunate (for everyone) conflict started between Israel region. So we cannot risk going there. We call the Edreams to cancel and ask for refund. After too much going over call and email they agree to refund 39 pound. If you want long sleepless nights, thinking about what you will do about you refund or holiday, they use these vendor.

They are not helpful at all when things go south. Unfortunately we pick them for the first and last time.

Better use booking.com, they are more helpful.

eDreams attempted to help this customer through the SmartCustomer Resolution Center, but the customer did not respond
Date of experience: October 31, 2023
John T. eDreams Rep
over a year old

Dear Jatt,

I'm very sorry to hear about your recent experience as it certainly does not meet the quality of service we strive to deliver for our valued customers. Your feedback is highly appreciated and will help us understand how and where we can improve.

Regarding your query, please check your email (and spam folder) as we opened a case with further information.

Sincerely,

Customer Service

GB
1 review
0 helpful votes
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EDreams made booking my ticket to Alexandria a breeze. The process was incredibly easy, and I encountered no issues whatsoever. I highly recommend eDreams for a hassle-free travel booking experience.

Date of experience: October 31, 2023
Dimitry V. eDreams Rep
over a year old

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

Finland
1 review
0 helpful votes
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So safety
October 31, 2023

İt was so easy to book tickets thats why ı use this app

Date of experience: October 31, 2023
Dimitry V. eDreams Rep
over a year old

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

Kenya
1 review
0 helpful votes
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I received Thanks
October 31, 2023

So good i like it so much is so incredible that's it

Date of experience: October 31, 2023
Dimitry V. eDreams Rep
over a year old

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

GB
1 review
0 helpful votes
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Very good experience for booking my flight through you. But then I signed up for your prime wasn't sure but I did. After a few days I thought I would cancel as I didn't really need it what a nightmare experience trying to cancel talking about hard work. Not good at all.

Date of experience: October 31, 2023
Dimitry V. eDreams Rep
over a year old

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

Ireland
1 review
1 helpful vote
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When u purchase a Ryan air ticket through edreams.u have to enter into a document validation process wire Ryan air...problem it's virtually impossible to log into the Ryan air system...hence u turn up at the airport with no boarding passes...charged for get the passes.105 euro in our case and nobody take responsibility never mind engage with the issue...this applies to Ryan air whose system you are required to validate with...n edreams who side stepped the issue.we were not informed of the pre purchase of ticket

eDreams attempted to help this customer through the SmartCustomer Resolution Center, but the customer did not respond
Date of experience: October 31, 2023
John T. eDreams Rep
over a year old

Dear Eliana,

I'm very sorry to hear about your recent experience as it certainly does not meet the quality of service we strive to deliver for our valued customers. Your feedback is highly appreciated and will help us understand how and where we can improve.

Regarding your query, please check your email (and spam folder) as we opened a case with further information.

Sincerely,

Customer Service

Italy
1 review
0 helpful votes
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Fraud and Scam by EDreams
November 23, 2023

I am regular Prime Client since years and booked many trips. Recently Edreams made a scam: I reserved a flight to US and back almost 800 dollars was cancelled by British Airways and I am still waiting after 3
and half months my money. I ve booked by EDreams. Call 20 times no be contracted back Thus is fraud. Do not book Edreams ever! I M STILL WAITING FOR FEEDBACK OR MONEY BACK NOV 2 2R. UPDATE: AFTER 3 AND HALF MONTH I RECEIVED THE PAYMENT BACK

Date of experience: October 31, 2023
John T. eDreams Rep
over a year old

Dear Traveller,

I'm very sorry to hear about your recent experience as it certainly does not meet the quality of service we strive to deliver for our valued customers. Your feedback is highly appreciated and will help us understand how and where we can improve.

Regarding your query, please check your email (and spam folder) as we opened a case with further information.

Sincerely,

Customer Service

GB
1 review
0 helpful votes
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V good
October 31, 2023

Booking was easy. Easy process and founds tge times suitable to my need for flying

Date of experience: October 30, 2023
Dimitry V. eDreams Rep
over a year old

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

Poland
1 review
0 helpful votes
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Where are the tickets
November 23, 2023

I have no idea how to print out the tickets or where to find them. I know it is very simple for you but not for me as I am stupid and hoped it would be e mailed to me
Rest assured I will not be using your services in the future, not that you give a toss

eDreams attempted to help this customer through the SmartCustomer Resolution Center, but the customer did not respond
Date of experience: October 30, 2023
John T. eDreams Rep
over a year old

Dear Ardeshir,

I'm very sorry to hear about your recent experience as it certainly does not meet the quality of service we strive to deliver for our valued customers. Your feedback is highly appreciated and will help us understand how and where we can improve.

Regarding your query, please check your email (and spam folder) as we opened a case with further information.

Sincerely,

Customer Service

Kenya
1 review
0 helpful votes
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Very fast and efficient.
October 30, 2023

Was very fast easy to locate flights to the destination

Date of experience: October 30, 2023
Dimitry V. eDreams Rep
over a year old

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

GB
1 review
0 helpful votes
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Very good so far
October 30, 2023

It was quick and very clear what to do the price was good and it didn't take long

Date of experience: October 30, 2023
Dimitry V. eDreams Rep
over a year old

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

Gibraltar
1 review
0 helpful votes
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Baggage payment
November 22, 2023

Payment for Baggage is really confused and annoying

eDreams attempted to help this customer through the SmartCustomer Resolution Center, but the customer did not respond
Date of experience: October 30, 2023
John T. eDreams Rep
over a year old

Dear Malek,

I'm very sorry to hear about your recent experience as it certainly does not meet the quality of service we strive to deliver for our valued customers. Your feedback is highly appreciated and will help us understand how and where we can improve.

Regarding your query, please check your email (and spam folder) as we opened a case with further information.

Sincerely,

Customer Service

Portugal
1 review
0 helpful votes
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Flight booking
October 30, 2023

Great experience always spot on with delivery, easy to navigate around the site

Date of experience: October 30, 2023
Dimitry V. eDreams Rep
over a year old

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

Egypt
1 review
0 helpful votes
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Bjjhgt
November 6, 2023

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Date of experience: October 30, 2023
Mohamed H. eDreams Rep
over a year old

Dear Bilal E.,

I'm very sorry to hear about your recent experience as it certainly does not meet the quality of service we strive to deliver for our valued customers. Your feedback is highly appreciated and will help us understand how and where we can improve.

Regarding your query, please check your email (and spam folder) as we opened a case with further information.

Sincerely,

Customer Service

GB
1 review
0 helpful votes
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Cheap prices
October 30, 2023

Very trustable and always good descant prices we always choose every thing from e dreams so happy with its company

Date of experience: October 30, 2023
Dimitry V. eDreams Rep
over a year old

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

New Zealand
1 review
0 helpful votes
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Flight to Picton.
October 30, 2023

Arranged one way flight from Wellington to Picton, all went well and booking was easy to make

Date of experience: October 30, 2023
Dimitry V. eDreams Rep
over a year old

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

GB
1 review
0 helpful votes
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I had an extremely disappointing and frustrating experience with eDreams, and I feel compelled to warn others about their deceptive practices. I was charged a total of £193.37 for a flight, which included a service fee of £138.62. This is in stark contrast to the invoice I received from the airline, which broke down the costs as follows:

Fare price: £46.49
Seat fee: £13.00
Administration fee: £7.50
Grand total: £66.99
EDreams charged me an additional £48.50 for priority and an additional cabin bag, which was not reflected in my ticket. This is nothing short of a scam. They are taking advantage of customers by charging exorbitant fees that are not justified by the service provided.

I spent the last 4 hours trying to resolve this issue with eDreams, but they were unhelpful and indifferent to my situation. I have since contacted my bank to flag the issue and will be reporting eDreams to ATOL, ABTA, Action Fraud, and Citizens Advice.

I urge everyone to avoid using eDreams. They are fraudsters who are only interested in taking your money without providing the promised service. Do not be fooled by their seemingly low prices, as they will find a way to charge you more in the end.

eDreams attempted to help this customer through the SmartCustomer Resolution Center, but the customer did not respond
Date of experience: October 29, 2023
John T. eDreams Rep
over a year old

Dear Matrian,

I'm very sorry to hear about your recent experience as it certainly does not meet the quality of service we strive to deliver for our valued customers. Your feedback is highly appreciated and will help us understand how and where we can improve.

Regarding your query, please check your email (and spam folder) as we opened a case with further information.

Sincerely,

Customer Service