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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

Spain
1 review
0 helpful votes
Follow Alvaro R.
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.
August 26, 2023

...

Date of experience: August 26, 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

Texas
1 review
0 helpful votes
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Great team
August 26, 2023

Everything easy and fast. I like the way this website works and I hope doing better

Date of experience: August 26, 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

Lebanon
1 review
0 helpful votes
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Yes. I received a request to travel to Krakow and it was a short time. I checked the airline flying from Beirut to Krakow and I see that I will divide the flight into portion. One Beirut and Antalia and the 2nd Antalia Krakow. For the portion Beirut Antalia I can pay on airline esite, but for the portion on Antalia -Krakow I couldn't pay online on the Sunexpress airline then I check for travel agent and I see that I can pay on edreams for the flight so I pay and I receive a reservation.

Date of experience: August 26, 2023
Dimitry V. eDreams Rep
over a year old

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

Illinois
1 review
0 helpful votes
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I booked a vacation on eDreams from Maryland to Miami Florida. This included; flight, hotel, and car. The hotel is the only thing that worked out for me in this booking. The website confirmed the flight was available but on the night before, I couldn't access my boarding pass. I contacted customer service and they let me know the reason I couldn't access my boarding pass was because my husband and I were not on the flight. She proceeded to tell me they will not rebook the flight for me but she could give me a refund. The refund offered was only 25% of the whole bill meaning the hotel cost 75% of all that I paid? I rebook the flight with my own money and get to Miami to find my rental. Car doesn't exist because I arrived a couple of hours later than pick up. And for this part, they are offering no refund. They are not taking any responsibility for their actions. And the call I had with customer service was not helpful as he kept referring me to an email I never received which details how I will not receive a refund. This is daylight robbery, proceed at your own risk.

eDreams attempted to help this customer through the SmartCustomer Resolution Center, but the customer did not respond
Date of experience: August 25, 2023
GB
1 review
0 helpful votes
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Flight booking
August 25, 2023

Very easy after reading reviews I was worried but everything went perfect for me no problems at all got my booking reference and flight details but the app says stil processing but confirmation in my email so no problem

Date of experience: August 25, 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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Straight forward booking
August 25, 2023

The site was so easy to understand and I was.able to book my internal flights so straightforward.

Date of experience: August 25, 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

Saudi Arabia
1 review
0 helpful votes
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A bit confusing
September 24, 2023

Nice and useful for the multiple options but a bit confusing and with pricing and adds on changing continuosly

eDreams attempted to help this customer through the SmartCustomer Resolution Center, but the customer did not respond
Date of experience: August 25, 2023
Cyprus
1 review
0 helpful votes
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Ok
September 24, 2023

Experience was ok didn't have any problems booking the flight

Date of experience: August 25, 2023
Mohamed H. eDreams Rep
over a year old

Dear Emilio N.,

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

Egypt
1 review
0 helpful votes
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Easy booking
August 25, 2023

Rapid booking, details sent quickly
Very good
Affordable prices

Date of experience: August 24, 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

Germany
1 review
0 helpful votes
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Alles in Ordnung!
August 24, 2023

Todo bien hasta ahora.
Esperamos tener una buena experiencia en este viaje.
Gracias!

Date of experience: August 24, 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

Jamaica
1 review
0 helpful votes
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A query
August 24, 2023

Dear Sir/Madam,

Please confirm that both my flights are secured. 8.11.23 from Mobay Jamaica to Heathrow London, 9.11.12 from Heathrow London to Namibia.
Kind regards
Ms. Sam

Date of experience: August 24, 2023
Dimitry V. eDreams Rep
over a year old

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

Malaysia
1 review
0 helpful votes
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The site is quite easy to navigate as all what you need for your trip are all in one place ranging from flights, hotels and car services.
It's really a dream

Date of experience: August 24, 2023
Dimitry V. eDreams Rep
over a year old

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

GB
1 review
0 helpful votes
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Hassle free booking
August 24, 2023

Had to book a last minute flight due to my flight being cancelled...went through without a hitch...confirmation straight away...and access to boarding pass...great service

Date of experience: August 24, 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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Unreliable
September 23, 2023

Couldn't get a seat online and had to give my details twice at the airport due to them not being able to find my ticket to give me a seat. Flight was very late

eDreams attempted to help this customer through the SmartCustomer Resolution Center, but the customer did not respond
Date of experience: August 24, 2023
Florida
1 review
2 helpful votes
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Charged without consent
September 23, 2023

Do not book with them is a big scam!
They will charge you 69.99$ without consent! Now they have my card on file anything can happen.

Date of experience: August 24, 2023
GB
1 review
0 helpful votes
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First time user of eDreams
August 24, 2023

Very straightforward.
I also searched several other sites for a last minute deal. But i,ve got to say eDreams were hard to beat for value for money.

Date of experience: August 24, 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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Perfect
August 24, 2023

Smooth transaction through out the service rendered for my satisfaction!

Date of experience: August 24, 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

Massachusetts
1 review
0 helpful votes
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Horrible customer service
September 23, 2023

I booked a flight to visit my daughter through eDreams, sadly my flight was cancelled while I was sitting at the airport waiting to board. The airline of course refunded eDreams and not me directly. I have been fighting for almost a month and they refuse to refund my money for a trip I was never able to take even after they were refunded!

eDreams attempted to help this customer through the SmartCustomer Resolution Center, but the customer did not respond
Date of experience: August 24, 2023
Serbia
1 review
0 helpful votes
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For now everything going well. Wish you all the best

Date of experience: August 23, 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
0 helpful votes
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Horrendous
September 22, 2023

Strongly advise do not use Edreams. They are thieves. I am due a refund sunce June which they told me I would receive within 10 days. 23rd of August now and 19 phone calls later, and they are telling me they are having issues with their financial team and wait another 15 days. They are disgusting.

eDreams attempted to help this customer through the SmartCustomer Resolution Center, but the customer did not respond
Date of experience: August 23, 2023