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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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Very efficient, good prices, excellent service. The team is bright, responsive, and extremely easy to work with. Everything was completed efficiently and correctly. Excellent choice.
It was nice experience and easy to use App. Whenever I travel I always try to book my hotel and tickets from eDreams App.
I had some difficulties with payment. Now everything is ok.
Easy to book, good discount and prime was easy to cancel. Customer service were friendly and helpful too.
App could be better. Difficult to navigate. Particularly in relation to cancelling Prime. Phone call to cancel Prime was handled well with agent talking me through steps.
Dear AW,
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 assured you that your request is in progress and being properly handled.
As soon as we have an answer, we will email you at the address you used to make your purchase.
We appreciate your patience and understanding during this time.
Sincerely,
Payal
Customer Care Team
It was very easy finding the flights I was looking for and benefiting of the options / discounts etc offered by edreams
Booking through eDreams made me feel excited, confident, and stress-free. The process was smooth and easy to follow, with great deals and clear options. I felt secure knowing everything was confirmed instantly. It gave me peace of mind and a sense of joy looking forward to the trip. Highly
The require their own reservation number. This already happened to my wife once and caused many problems.
Dear Jonathan,
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 assured you that your request is in progress and being properly handled.
As soon as we have an answer, we will email you at the address you used to make your purchase.
We appreciate your patience and understanding during this time.
Sincerely,
Payal
Customer Care Team
The whole thing appears to have gone smoothly and reached a satisfactory conclusion with the minimum of fuss even though I never spoke to an agent.
Dear Stephen,
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 assured you that your request is in progress and being properly handled.
As soon as we have an answer, we will email you at the address you used to make your purchase.
We appreciate your patience and understanding during this time.
Sincerely,
Payal
Customer Care Team
It was fine, thanks for easy booking I am a member more than 20 year with edreams
Dear Maan,
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 assured you that your request is in progress and being properly handled.
As soon as we have an answer, we will email you at the address you used to make your purchase.
We appreciate your patience and understanding during this time.
Sincerely,
Payal
Customer Care Team
Had to change the flight date and took me more than 5 phone calls and lots of waiting time on each call... a bit desperating. Should be more agile and easy.
Dear Ana,
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 assured you that your request is in progress and being properly handled.
As soon as we have an answer, we will email you at the address you used to make your purchase.
We appreciate your patience and understanding during this time.
Sincerely,
Payal
Customer Care Team
Good service got the ticket right after buying. Cheaper than other services
I booked an expensive single ticket for my brother flying from Heathrow to Belfast yesterday-approx £450 with additional insurance cover etc. we have recently lost our father who passed away and my brother was unable to fly yesterday. I tried to amend the booking until today but was told I couldn't do that and would have to call in person at Belfast terminal with BA. I did this but was given a customer service number which was useless. I made an email complaint but only received the response this evening. In.the meantime I had to book my brother an alternative flight which flew from Heathrow today at 11.40 costing an additional £170 for a single ticket. This made for a very poor experience. We won't use BA again.
Dear Ruarui,
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 assured you that your request is in progress and being properly handled.
As soon as we have an answer, we will email you at the address you used to make your purchase.
We appreciate your patience and understanding during this time.
Sincerely,
Payal
Customer Care Team
Safe company.
Reasonable prices comparing others.
Good logistics with combining different flights and flights companies.
The site was easy to navigate, all was clearly defined. The process of booking my flights was almost stress free. Would use you again.
I was charged €69 for an automatic renewal of eDreams Prime without receiving any reminder or prior notice. I cancelled the subscription immediately (within minutes) but was denied a refund. This practice is misleading and customer-unfriendly. I will not use eDreams again and will discourage friends and family from doing so. Transparency and fair treatment should be a priority — sadly, this experience proved the opposite.
Dear Roberto,
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 assured you that your request is in progress and being properly handled.
As soon as we have an answer, we will email you at the address you used to make your purchase.
We appreciate your patience and understanding during this time.
Sincerely,
Payal
Customer Care Team
I am satisfied so far. I vlcant tell you any much further because I still didnt use what I have buy. After the flight I can tell you some more about whole experience. Thank you for your concern.
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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 Jonas,
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 assured you that your request is in progress and being properly handled.
As soon as we have an answer, we will email you at the address you used to make your purchase.
We appreciate your patience and understanding during this time.
Sincerely,
Payal
Customer Care Team