On SmartCustomer, businesses may not offer incentives or pay to remove reviews. Learn more about our Review Guidelines.
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
Purchased an airline ticket, cancelled it within a few hours and that was two weeks ago, I still didn't get the money back on my credit card account despite the fact that I purchased another ticket from them. Now I have to spend my time with the bank to dispute the charge. Shame on them!
The booking process was relatively simple though a bit maddening waiting for the confirmation. Two things that ruined the experience for us: 1) the predatory sign-up for edreams "membership" that lasts an entire year and the absurdly high rate of $10.99. We'd like that canceled immediately; and 2) the fact that when the flight was canceled, eDreams was unable to help. We ended up getting booked through a different airport costing us a lot of extra money and time.
Dear Alexander,
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
The purchasing of the tickets was fine.
The logisitics of having a passenger who was unable to travel and us being on the same ticket was a hassle. Neither the airline (in this case SwissAir) nor eDreams were able to deal satisfactorily with our issue. We bought non-refundable tickets but we just wanted someone to acknowledge we had tried to inform them someone would not be travelling. This was apparently not an option.
It maybe because of this - 2 people but only one travelling - that online check-in was not possible on either leg of my journey.
I travel next month with a similarly booked ticket and hope the experience is better.
Dear Katherine,
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
1) eDreams shows that the luggage is included, but Finnair disagrees to it
2) Without my will I was entered into the Club; I refused of the membership which was not taken into the account, so I had to make a long-distance call to GBr and have a long! Talk with the operator
Dear Customer,
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
Booked a hotel in Lisbon through eDreams, paid in full. Arrived at check-in: no trace of my booking in their system. Called eDreams support — 2 hours on hold, then hours more offering 4 alternative hotels, ALL unavailable. Final "solution": find your own place and maybe get refunded up to a small amount. At that hour, the only rooms left in Lisbon cost way more than I had on me. Result: spent the entire night on a bench, with my partner, on what was meant to be a special weekend.
Sent a formal written complaint over two weeks ago asking for a refund and compensation. Still no response. I have full documentation: call screenshots, receipts, and a written statement from the hotel confirming the cancellation was on eDreams' side.
I will never advice my friends and make any thing with you, you tooke 200 ryal saudi from me i do not know why just take it without informing me that is why payment in flaynas is difrent from you i took ticket from you expcting that i will have discount. You take my money u did not make discount and in agoda the price of ticket is 600 ryal saudi, then the program send me to you i did not know that you will take extra 200 ryal sar. I will tell me all friends about what u done for me i will never adviece my friend about you
Dear Hamid,
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 fell for the gimmick of "cancel at any time"... thinking my free trial was free. NOPE. NO SIR! NO MA'AM! Sure try it for five days free, but then you get charged, and EVEN IF YOU CANCEL, YOU STILL HAVE TO PAY FOR ONE FULL YEAR... it just won't "automatically" renew after that first year. But you are LITERALLY STUCK FOR AN ENTIRE YEAR. What a terrible way to trick people. If the services were so good and the discounts worthwhile, why are we being TRICKED into a membership? Fair enough question. Guess I will be cancelling that debit card... AGAIN. Thanks for the INCONVENIENCE.
Dear Stephanie,
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
You deducted a subscription fee from my account that I did not want and for which I gave no consent; I was not even informed before the deduction. You are known to be a highly credible and trustworthy website with a high degree of integrity towards your clients.
Dear Yassine,
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 expected to pay the quoted price of £116 per passenger which was the frozen price.
However, when it came to paying, the amount charged was £123.90 per passenger. I do not consider this is honouring the frozen price. What will you do about this?
Dear Margaret,
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
Great and very, very good application for flight Booking Service very simple and easy finding flights thanks eDreams…
By booking my flight and hotel separately, I paid less than the flight and hotel package. One reason is that you book the hotel from departing date and not arriving date. Also the flights offered separately have a better choice than those in the package.
However, I do very much like the app, the prices are good and I have never had a problem with many bookings made.
Easy access on website good access website is straightforward. Can't be wrong.
Dear Chabane,
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
After receiving my trip confirmations, I could not add them to my App.
My name was incorrect on the email confirmations and took a while to get them straightened out without being charged change fees.
Dear Dave,
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
Your things are not clear, charged me 100 euro for something I dont need
Dear Charity,
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
So far things are ok. I was hoping for more hotel options. Ill see what's on here before I cancel
Precios razonables, pero el app no funciona, no me deja ingresar ni seguir mis reservas.
Estimado Edwin:
Lamentamos sinceramente que su experiencia 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, un aspecto que nos tomamos muy en serio.
Hemos revisado su caso para verificar que, por lo demás, se cumplieran los estándares de calidad, y le aseguramos que su solicitud está en curso y siendo gestionada adecuadamente.
Tan pronto como tengamos una respuesta, se lo notificaremos por correo electrónico a la dirección utilizada para realizar su compra.
Agradecemos su paciencia y comprensión durante este tiempo.
Atentamente,
John
Equipo de Atención al Cliente
You guys somehow locked me into a subscription that i now have to get out of. That's your business model and it is predatory.
Dear Kelley,
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've had one of the best experiences with eDreams than with other travel agencies.
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
Dear Oscar,
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