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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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Seamless experience in booking a flight on short notice. Great prices
Everything went perfectly very easy to follow instructions. My only comment is the online boarding card is only available 8 hours before the flight I find this a bit nerve-wracking personally I like to have all my documentation together be it paper or online well before the flight, as I like to have paper copies and online for my own peace of mind.
I cross checked your claim of 50% off against the same hotels on booking.com... Are you allowed to exaggerate figures like this to make your claims look so appealing? Also... I'm sure I'm not the first customer to complain about the extortion in being wrongly sold the Prime membership in the first place...
Transportation……………….:……………………………………………………………………..
Comprar los pasajes me resultó fácil. Todavía no viaje y no puedo opinar mucho respecto al viaje, ya que saqué los boletos para mis vacaciones con meses de anticipación. Por ahora todo bien.
When booking from the app I can never find the assistance to the plane part, just straight to paying! After booking went on the Chat, he sent me a link but still couldn't find the appropriate thing for me, so still not done it yet, looks like a phone call!
It is a good start using edreams prime I just hope that the hotel booking would really get confirmed. I received the booking ID from edreams but not yet reflecting on the hotel's side. So still waiting for that.
Dear Winwyn,
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 email you at the address you used to make your purchase.
We appreciate your patience and understanding during this time.
Sincerely,
John
Customer Care Team
Mainly I satisfied this app. One request: please to consider the possibility of Prime booking for at least one more person separately without travelling together with app' owner.
In the chat, we had your employee said explicitly that the supervisor would phone me because of an error that you made the supervisor never own at all. It seems to me that your company lies. Please phone me now you have my phone number to resolve this issue.
Dear Edmund,
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 email you at the address you used to make your purchase.
We appreciate your patience and understanding during this time.
Sincerely,
John
Customer Care Team
Booking made very easy & comfortable. The followup emails to assist with check-in and ensuring information was received was reassuring.
Outstanding platform with excellent user interface! Everything works smoothly, customer support responds quickly, and the features are exactly what I needed. Great value for money. Totally satisfied!
Very satisfying and quick response and easy to communicate 👌
Easy access and easy to use, they will find you the accomodation you wanted
Booked via the web site, no problems but a bit too many upgrades and additional ons offered. Excellent customer service when I contacted them by phone.
Seemed to work ok but too many subsequent emails pestering me to either book hotels or give feedback etc etc. Would put me off using this site again.
Dear Peter,
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 email you at the address you used to make your purchase.
We appreciate your patience and understanding during this time.
Sincerely,
John
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 Marcus,
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 email you at the address you used to make your purchase.
We appreciate your patience and understanding during this time.
Sincerely,
John
Customer Care Team