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eDreams

3.9

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 3 days

We monitor reviews for authenticity

Mauritania
1 review
0 helpful votes
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Very good
July 26, 2022

It was very helpful to use eDreams to book my flight

Date of experience: July 26, 2022
Dina A. eDreams Rep
over a year old

Dear Nana D.,

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

Israel
1 review
0 helpful votes
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אתר נוח מאוד
July 26, 2022

, אפשר לעשות חיפוש בקלות, והתוצאה היא הכי זולה מכל האתרים, ויש הרבה הנחות לחברי מועדון

Date of experience: July 26, 2022
Czechia
1 review
0 helpful votes
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Fast servis
July 26, 2022

It was a fast alternative way to purchase chip flight tickets at the time the company's web was down.

Date of experience: July 26, 2022
Dina A. eDreams Rep
over a year old

Dear Oli E.,

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

Louisiana
1 review
0 helpful votes
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Rates
July 26, 2022

Your rates are very reasonable while Expedia is too much expensive and bad rules.

Date of experience: July 26, 2022
Dina A. eDreams Rep
over a year old

Dear Nachatarbir K.,

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

California
1 review
0 helpful votes
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Great
July 26, 2022

Solid experience fast and convenient hassle free and cheap

Date of experience: July 26, 2022
Dina A. eDreams Rep
over a year old

Dear Geramie G.,

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

New York
1 review
0 helpful votes
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Excellent service
July 26, 2022

It is an excellent application to book your flights

Date of experience: July 26, 2022
Dina A. eDreams Rep
over a year old

Dear Maria S.,

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

Hungary
1 review
0 helpful votes
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I have been told that i will be charged 99 euro for change flight. But in fact i am charged 140 euro
I don't feel good on that.

Date of experience: July 26, 2022
New Zealand
1 review
0 helpful votes
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I initially made an reservation via eDreams from Banglore to Kuala Lumpur (6th Aug'22) -> Kuala Lumpur to Auckland (7th Aug'22) with booking reference number: *******303

My flight from Banglore to Kuala Lumpur, operated by Malindo air, was supposed to depart on 6th Aug'22. Malindo air decided to change my booking without prior intimation to the 7th Aug'22. This way, I would have missed my connecting flight from Kuala Lumpur to Auckland on the 7th Aug.

I requested eDreams to look into this and eDreams asked me to make another booking and because of the 'connection promise' guarantee, will refund the Malindo air booking. I made another booking via eDreams from Banglore to Kuala Lumpur with booking reference number: *******525 and have raised a request to cancel my booking with Malindo air.

EDreams have CANCELLED MY BOOKING WITH MALAYSIAN AIRLINES - when eDreams should have cancelled the booking with Malindo air. I got in touch with customer support and they agreed that this is a mistake on your end and will look into this and someone will get back to me in 4 hours time.

I have been awaiting a call back for over 28 hours and no one calls back. It is painful in itself to get in touch with the customer support and each time I ring the customer support - they "assure", "promise" and what not, but they do not take any action.

AVOID eDreams at all costs.

Date of experience: July 25, 2022
Philippines
1 review
0 helpful votes
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Lots of Sales Pressure
July 26, 2022

Its a competitive market but I got on much better when I ignored the ever constant pressure and price increasing, they did though give me the best deal in the end.

Date of experience: July 25, 2022
Dina A. eDreams Rep
over a year old

Dear Brian D.,

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

NL
1 review
2 helpful votes
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THEFT
August 24, 2022

Booked a flight last year with "free cancellation within 24 hours". I cancelled within 1 hour and the flight even got cancelled. HAVE NOT BEEN REFUNDED 10 MONTHS LATER.

Customer service vacuum: they send you from robot to robot and nobody actually helps you. After 90 minutes (!) in queues with chatbox I was finally able to speak to a person. That person delivered the most unhelpful customer service I have ever experienced and could not help me in any meaningful way, and sent me back to the chatbox without solving any of my issues.

Date of experience: July 25, 2022
Belgium
1 review
0 helpful votes
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Geen gegevens
August 21, 2022

Via Edreams ticket gekocht. Geen gegevens gevonden over bagage afmetingen, airport assistance,...
De rest van informatie moesten wij op website van vliegmaatschappij vinden, extra kosten maken,...

Date of experience: July 22, 2022
Greece
1 review
0 helpful votes
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Cannot be trusted
August 19, 2022

I booked online an airline ticket on July 19,2022. The flight was available on their website, so they took my credit card details and the amount of money for the ticket was committed/blocked by them. After one day, the company email me that there is no availability of this flight and my booking will be cancelled. I need to get a refund. Where is my money?

I tried but it was impossible to find a telephone or an agent to complain. They only have a chatbot on messenger (robot application). Their online form for complain does not work properly. I could not complete it.

They cheated me, because they blocked my money, and now the flight is not available. Until I get my money back, the flight price will be double or there will be no availability. I need a full refund and a compensation for extra hotel nights and more expensive ticket.

Date of experience: July 20, 2022
Slovakia
1 review
0 helpful votes
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First experience
August 19, 2022

No reply to my e-mail about invoice! The invoice is issued for a different amount than the deducted amount paid via credit card... I asked for explanation.

Date of experience: July 20, 2022
Nevada
1 review
0 helpful votes
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Decent if it all goes well
August 18, 2022

Decent if it all goes well made a purchase and saw the reviews and how flights get cancelled the 69$ charge for premium member to get the correct price advertised before taxes as long as my flight goes well I'll update

Date of experience: July 19, 2022
NL
1 review
0 helpful votes
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Great deals
July 19, 2022

Found great deals on last minutes. Cheaper compare to other engines

Date of experience: July 19, 2022
Dina A. eDreams Rep
over a year old

Dear Sravan K.,

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

Indiana
2 reviews
0 helpful votes
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Have no idea what it is?
August 18, 2022

... just added it to my flight to get a lower rate, so I do not know what you want me to do?

Date of experience: July 19, 2022
Austria
1 review
0 helpful votes
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Good
July 19, 2022

Some bugs in the app But Ok. The app shows flights that are not available at the moment of the payment. Not possible to add bag in the app - some error message pops up

Date of experience: July 19, 2022
Dina A. eDreams Rep
over a year old

Dear Katarina S.,

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

Washington
1 review
0 helpful votes
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Comments
August 18, 2022

The app was ok, this is the only app where they tried to charge $25 per seat.

Date of experience: July 19, 2022
Italy
1 review
0 helpful votes
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Not honest proposal
August 18, 2022

You push I must pay your service for one year it is not correct!

Date of experience: July 19, 2022
South Africa
2 reviews
0 helpful votes
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Review
July 19, 2022

Easy to work with and easy to compare prices of flights before making your final choice. Easy application for both android and iPhone to work with.

Date of experience: July 18, 2022
Dina A. eDreams Rep
over a year old

Dear Martin 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