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 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
We monitor reviews for authenticity
I also received a discount about EUR70, which made this reservation more attractive than the price of a big airline. I also had a choice of itineraries which was possible to adjust to the times of arrival, which enabled a more flexible and comfortable travel
It was good but because I booked in the same date of flight I was worry about your email that you are going to answer me within 24 hours which means I could lost my flight date but everything went smoothly and I received the booking reference on time
Quickly booked, but departure flight cancelled, don't know why. I have to change my plans 2 days after. Good solution found.
But money blocked on my Visa and not yet refund...
Upon final payment for my tickets, I was given only one option to pay, and that was by becoming a Prime Member. There was an option not to become a Prime member; however, this field did not accept my entry, forcing me to click the Prime box. I then received an email welcoming me to Prime membership. It stated that the first five days of membership were gratis, then I would be charged $9.00 monthly, and that I could not cancel until one year had been fully paid. Shame on eDreams for this shady practice.
Dear Douglas,
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
I put in my destination and dates. Less than a minute I had several options. Put freeze on my flights and had time to make up my mind about travel dates and pricing. Chose my flight and booked right in line. Great experience!
Ka disa avantazhe ka dhe zbritje ka dhe vonese ne konfirmikin e biletes
E dashur Arjeta,
Na vjen vërtet keq që përvoja juaj me shërbimin ndaj klientit nuk ishte ideale.
Mënyra se si u trajtua ndërveprimi nuk përputhet me standardet tona të cilësisë, gjë që e marrim seriozisht.
Ne e shqyrtuam rastin tuaj për të verifikuar nëse cilësia ishte përmbushur ndryshe dhe ju sigurojmë se kërkesa juaj është në proces dhe po trajtohet siç duhet.
Sapo të marrim një përgjigje, do t'ju njoftojmë me email në adresën e përdorur për të bërë blerjen tuaj.
Ne e vlerësojmë durimin dhe mirëkuptimin tuaj gjatë kësaj kohe.
Me respekt,
John
Ekipi i Kujdesit ndaj Klientit
Whilst we are happy with the efficiiency of your website, the tickets are 20% more expensive if booked directly through JetSmart. That was not very good at all.
Dear Heather,
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
So far, so good for my first time. Looking forward to doing more with edreams.
There was a mistake on the timing of the flight.
In order to change to time i had to buy another ticket or i will be charged for customer service and the flight change
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 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
Muito boa. Site de fácil acesso e descomplicado.
The low prices offered on certain flights balloon once you add baggage, seat reservations, etc. And I booked 3 flights through Edreams with one 20kg. Suitcase in each I don't see it in the reservation confirmations nor entering the airline websites. I'll have to find out at each airport and hope to have a good experience, in which case I will recommend Edreams more enthusiatically..
My return trip appears to be cancelled immediately after booking.
Why would my booking be accepted if it couldn't be honored?
The payment has left my bank account and hasn't been part refunded.
So I am left with an outbound flight and no return flight for a family of 5.
Please revert with an explanation.
Dear Bryan,
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
It is k, I do not have so much inquires but could you please answer the following questions:
1- I already subscribed in Prime, I need to cancel because I don't know it is with monthly fees starting from 21st Dec, could you please guide me on how to unsubscribe?
2- I noticed that only my travel from Dubai to Riyadh on 25th of Dec is with no bag could be allowed on cabinet, the only allowed is " personnel" could you please describe what is the definition and weight allowed for personnel
No e-Ticket /Invoice provided to confirm the booking and payment. Itinerary received from Jetstar as an e-mail is in Chinese language which is unacceptable for the transaction handled on eDreams in English and de facto language in use in the destination.
Dear Daina,
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
I booked a very cheap flight with errand with the option to change my flights if needed. When I in fact needed to change my flight the process was very quick and I didn't have to pay anything extra since they cost the same price. When I called them on the phone they were also very helpful.
Tijdens het boeken werd de prijs plotseling opgetrokken vam 215 naar 262 raar he
Booking site is easy to access. But one thing i didn't expect about prime, i am aware that the trial period will be permanent but now i don't know how to cancel it before it expires. And the amount fee of 99.99 euro is surprising because it never mentioned how much is the registration. I hope you email me the clear instructions on how to cancel it before i get charged.
The process is a bit confusing because there is all the clutter on the website. Also, the opinions aren't clear, so it presents the expensive options more visibly. Just make sure to read carefully and give yourself time to complete the process. The most important part: I had to sign up for an account to get the discounted price.
Dear Efim,
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
See reviews as you browse!
Get the Chrome Extension.
Add Extension
- 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
- 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
SmartCustomer for Business
Gain trust and grow your business with customer reviews.
Claim your free account
Dear Hugues,
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