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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.
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Uncompensated flight delays and cancellations
There was a one-hour delay on the flight from Geneva to Zurich. Upon my arrival, I found that my connecting flight had been cancelled, necessitating an almost five-hour wait. Consequently, I reached my destination late, which made my pre-arranged pickup impossible. As a person with a disability, this situation caused significant discomfort. I commenced the next day's meeting already fatigued due to insufficient sleep.
I am delighted with your service and up-to-the-minute information. Aöso very pleased to be a member at eDreams
Nothing too crazy or complicated, process was very simple and intuitive
I have booked the return flight and payment went through, suddenly one of the flights was declined, it can't be payment as the payment for the rest of the flights went through, there was no exact explanation of what happened, I had to re-book the flight which cost me more…kind of not fair but oh well, this is my first and last time using this app
Dear Jana,
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,
Aniket
Customer Care Team
I initially chose the booking for prce but then saw there were so so many added costs, i especially didnt like that just for communications around booking edreams charges. That should be normal customer service
Dear Alexa,
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,
Aniket
Customer Care Team
Easy to book, but not easy to speak directly with a customer support representative. The options given at the automatic questions are not enough. I needed that once in 5 reservations
The price was good and it was convenient to process and it came up as first choice
Foi muito facil a compra no site. Apenas considero que o envio do bording pass deveria ser com alguns dias de antecedencia para ficar mais tranquila.
I am not a frequent internet user and I did not realize that I used your side to book a flight. Thought it is the one of the airline.
Dear Viviane,
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,
Aniket
Customer Care Team
Best price on line booking made easy edreams can make your dreams come true from air line tickets motel car rentals and so much more one stop for everything
A part of my wife's surname is missing I've tried for hours to speak to someone but all I get is bloody robots who tell me they can't do anything as it's BAs problem but BA say you need to check this out... can you help please...
Dear Mark,
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,
Aniket
Customer Care Team
The services are reliable and I love that dreams attends to customers asap.
Great travel engine. Good fast service. I travelled and purchased flights via eDreams before. Flights have been canceled by airlines due to strike at airport in Germany and eDreams assisted very well looking for new quick options for us to come back and eDreams assisted personaly (prescribed special person to look after us on the mobile phone line till we came back home) provided hotels and proposed and organised new good flight options for me and my wife to help to come back from Asia.
Very quick and clear to use prices very reasonable very satisfied
Once again was this a very fast, smooth and flawless booking! Very easy to navigatie through the site, quick confirmation of what I was looking for! Top!
Travel plan option was very helpful and thank you for providing travel insurance
I can't fly because the ticket is not in the system, I don't know why?
Dear Jacquessaint,
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,
Aniket
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 Adu,
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,
Aniket
Customer Care Team