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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.
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.
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Purchased a refundable ticket from Edreams' and thought it might be easier with the help of a third party service provided by paying some money. I am totally wrong.
1. Edreams charges you significantly amount money for a refundable ticket ($200 Edreams charge vs $120 ticket price). You would imagine the $80 extra might be the extra cost for the refund. However, when you request refund, they only refund you $100 (Edreams charge you 20% for refundable ticket).
2. Initially I plan to change the flight instead of asking for a refund in order to save the 20% extra charge. The change process is slow and you have to wait for their call in order to make the change. More ridiculously, the agent told me that the flight I selected for change is not available. I checked online immediately and the tickets are still available. I told the agent I can find it online and she simply says no in their system. I then booked the ticket and booked it directly on the airline's website. Not sure what is going on as I literally check the information while talking to the agent. It costs me more to cancel my ticket and book a new one but I have no choice as none of Edream's available ticket can match up with my schedule.
Overall, not sure about other services from Edreams, the refund service is terrible. If you want a refundable ticket, go to the airline's website or other websites.
Found exactly the flight I wanted at my preferred time and airports
When I was looking to book my flight, I rushed so much that I accidently hit the cancel buton, but with the help of edreams, I was so thankful, it
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
So crap customer service. Bought ticket to wrong airport( yeas its my foult) colling to customer service and whey expayned will try to fix ticked to corect airport and let me know in 72 hours. After one week didnt get any answer and flay in four days. Thinking ok, jus buy new ticked to corect airport becous anyway its my foult. And for suprice you can not buy new ticked for same day you already have flayght( so stupid) calling again to customer service and asking way i after one week still didnt get any answer and asking cancel my existing ticked( without refound) and i can by ticked to corect airport. And now funiest answer, we will make a case and you need wait 72 hours. How stupid its can be when not getting any answer and its not possible cancel ticked even wothout getting money back. I dont care about money back i just need to buy ticked to corect airport but with so stupid service its not possible. OMG CRAPIEST SERVICE EVER
Dear Mantas,
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
Great and comfortable and so lovely with custom during service and thereattends to custom pea peacefully
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
If you want to offer me a discount for a review on ticket purchased but not on my time
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
It was a good experience from the start if the booking through to the confirmation of my flight
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
For me it's the first time to deal with eDreams, but I feel it's good site's and I hope to continue with the same level
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
Now I want book a place to stay.till u find a new flight
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
AVOID! Ridiculous service.
They didn't provide me with the airline reservation number, so I can't check in and do anything through the airline website (like purchasing extra baggage at a cheaper price before the flight). It's especially disturbing when traveling with family. It's VERY hard to reach them by phone, 20 minutes on the line with a stupid robot that just kept upselling their "PRIME" for better customer service (WHAT?!). AVOID AT ALL COSTS.
Dear Yevhen,
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
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
Very bad I never got my money back and they took 75 euros today
Dear Barry,
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
Intentionally delay tickets to increase price. Put ticket in pending fix from system and get double amonut in changing date even get around 400USD *******@1400$.
Very dissatisfy from this websire.
Even don't deserve 1 star.
Dear Hassibullah,
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
Everything was quick and user friendly, got a discount also. Thank you!
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
Just can't understand every message is different concerning boarding passes on line check in
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
The app booking is easy to work with, the customer service is there for you.
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 was simple and strait forward, Would definitely tell others about this service.
Dear Sulakhan J.,
We’d just like to thank you for taking the time to write this review. Every bit of feedback like this does so much to help us out! We’re very grateful for customers like you and hope you stick with us for years to come!
Sincerely,
Customer Service
Just the confirmation format look confuse and i prefer the pdf file send to email
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
Noting special jet my flight is in 15 days so i dont know what to say, thats it
Dear Filip M.,
We’d just like to thank you for taking the time to write this review. Every bit of feedback like this does so much to help us out! We’re very grateful for customers like you and hope you stick with us for years to come!
Sincerely,
Customer Service"
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
Dear Xiang,
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