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
Ваша програма не является эканомией и ваш прайм. Не отличается по ценам. От других компаний. С меня попробовали снять деньги. Но я заблокировал этот способ оплаты. Так как я писал вам официальное письмо. Что я не желаю иметь прайм. Это развод! Некаких интересных скидок я не увидел!
Muy buena experiencia todo rápido y sin problemas. Destacar la facilidad para operar
Encontré este hotel en esta página Edreams a mejor precio que en la del mismo hotel! Todo ok con mi reserva y estadía, incluso reservando tarde.
I have travelled to Berlin for some farewell parties during the marathon weekend this year. EDreams offered the cheapest price possible in these demanded dates. I actually used the customer service which functioned pretty well to see if I could reschedule my flight to come back to Madrid (I didn't want to leave!) but due to airline policies that was not possible. Still, the call center employee was polite, efficient and clear during the call.
Recommended!
I recently booked two flights, one international and one domestic, and the reservation process and overall experience for both of them was great.
We payed more for the comfort and better seats (exit).
At the gate thei changed the seats and separated me from my wife in worse seats by reason of age.
Tuve un problema con un vuelo que quedó cancelado y la atención del equipo fue muy buena, me solucionaron la situación muy rápido.
Due to the war in Iran our flights back from Kuala Lumpur via Abu Dhabi to Lisbon were cancelled. Do far we were not able to speak/ communicate with a real person. No service. So we were on our own... we tried to book new flight spin our own... in this process we made a booking mistake and I needed to cancel a flight. Which right away took almost 24 hours from e dreams to be confirmed. Although we wanted tocancell in the first 24 hours, we got told we wouldn't revive nothing. I found this incredible. I am still stucked here in Asia. When I will be back home I do have to contact a lawyer. Definitely will never ever book with you. So many flights yearly, short and long distance I have booked with e dreams..., you lost a client
Dear Heide,
We are truly sorry that your customer service experience 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
Solicite cambio de vuelo inmediatamente después de la reserva y no tuve respuesta aun. Me dijeron que trataron de llamar pero no recibí ninguna llamada
Estimada Karina:
Lamentamos sinceramente que su experiencia con nuestro servicio de atención al cliente no haya sido la ideal.
La forma en que se gestionó la interacción no se ajusta a nuestros estándares de calidad, algo que nos tomamos muy en serio.
Hemos revisado su caso para verificar que, por lo demás, se hayan cumplido nuestros estándares de calidad y le aseguramos que su solicitud ya está en curso y siendo gestionada adecuadamente.
Tan pronto como tengamos una respuesta, le notificaremos por correo electrónico a la dirección que utilizó para realizar su compra.
Agradecemos su paciencia y comprensión durante este tiempo.
Atentamente,
John
Equipo de Atención al Cliente
You sent tons of commercial and extra offers, that is overwelming, A this moment you did't sent me my Itinerary detail, I had to contact the airline to get the schedule.
Dear Senovio,
We are truly sorry that your customer service experience 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
Awful! Experienced with this agent. Don't click anything. They charged me monthly fees and cannot cancel. Booked hotel information was all incorrect therefore we had nowhere to stay in a foreign country. They refuse to refund. Also chose and paid for direct flights but they could not arrange. What kind of business is this? Scammer!
Calls are skipped, waited for reply more then 40 mins with no success, so it's not fair at all
Dear Krystsina,
We are truly sorry that your customer service experience 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
While edreams satisfied my requirements for acquiring good times and flights to my destination, they fall short in a few ways
1. I only realised that I had joined edreams Prime after I had paid the total flights bill. It should have been clearly shown initially what I was paying for and not after my overall bill was paid. In hindsight, I would not have entered into this deal if I had known this. I do not want to continue yearly subscriptions.
2. I wanted to book specific seat numbers for my wife, but was not able to as I could not find this option, or could not get this option while I was initially filling out the forms.
3. The option to opt out of edreams prime should be available, clear and easy to do and should also be identified, clearly at the start of the session. I would probably have edreams as my future holiday provider should above be in place from the getgo.
Dear Peter,
We are truly sorry that your customer service experience 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 book a flight with you arriving at the airport the airline compagnie told me that the card was declared stolen but you book the reservation so you just fraud me in simple word. Spirit fully refound the flight but you still charge me the full flight thats discusting!
Dear Sarah,
We are truly sorry that your customer service experience 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 return flights with this company and they confirmed my booking and also promoted prime. They told me i would get my boarding pass approx 8 hrs before flight. Just before expected information I got an email saying sorry they could not issue boarding pass and check in at airport desk. This was very stressful. I had to pay a further £110 to get boarding pass at the airport. I could not negotiate price due to stress and commitments. I got NO support from eDREAMS and would suggest that all genuine people do not engage with them.
Dear Francis,
We are truly sorry that your customer service experience 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 had Ticket booking error and my flights were not connected. So first i was really worried, as AI wasn't helping much, But ai understand my problem and connected me to human, Ok service would be perfect if it would done faster, but anyway, after connecting to human, everything got resolved, canceled, and changed. Thank you and i for sure buy my next tickets through you.
I tried to change my flight they didn't helped me they said i must 24 hour before departure i had called Edreams and they said i had to contact Ajet and they said to I have to connect Edreams I tried to change before 20 hour!
Best regards,
Dear Ahmed,
We are truly sorry that your customer service experience 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
Since I was always complaining to everyone that I never achieved to gain a cheap air ticket I was simply amazed when this process was completed within a few minutes. Just excellent!
Not easy to navigate. I don't understand prime and don't understand how to get out of it and could understand all the costs. Throughly frustrating.
Dear Jonathan,
We are truly sorry that your customer service experience 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
Similar businesses you may also like
See more Travel Deals Businesses
- 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 Liviu,
We are truly sorry that your customer service experience 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