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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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I purchased flights understanding I would get my boarding passes but message said I had to go directly to the airline as they could send my passes.
I tried, using the references they gave. No luck. Invalid.
I had to purchase more tickets directly from the airline as I was in a state. I'm 70 and not great with some technology. But had I been able to speak to a real person I believe the issue could have been resolved. I've asked about a refund but told no. The tickets I purchased from them were not refundable.
After correctly selecting the passenger during the payment process, your system changed the passenger's name to my favorite passenger from my Prime account. It's impossible to change the passenger in your application, and I will have to pay extra fees to the airline operating the flight. I don't need to buy eDreams for this, as I don't get any benefits besides it being more expensive.
Dear Cosmin,
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 purchased a return flight from bhx to istanbul but Edreams have messed up my return flight code and it is not being accepted to check in by Pegasus Airlines.
The outbound flight is fine but the code given to me by Edreams is 8 characters long and Pegasus PNR codes are only 6 characters.
Pegasus blaming Edreams for issuing incorrect code and Edreams are saying its "not their problem"
Leaves me over £800 out of pocket for retirn flight that doesnt exist.
Edreams need to contact me urgently to resolve this as i am due to fly home to Birmingham tomorrow morning!
Pete Sutton
+ 44 7949 *******
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
On November 24,2025, I booked tickets to Marrakech on March 9,2026. The flight was canceled by IBERIA due to the situation in the Middle East. On the same day, I contacted EDreams customer service, spoke with a service representative on Messenger, and received confirmation that the money would be returned. To this day, I have not received any refund, although IBERIA confirmed to me that the money was returned to the EDreams agent on March 19 (I have confirmation from the airline that the refund was made). After many inquiries to EDreams, I was contacted on WhatsApp by impostors trying to obtain my credit card details. Until this incident, I was an EDreams customer. From now on, I warn all potential customers not to approach their company.
Excellent. I booked a flight to Europe. Business class. This was the cheapest among 10 competitors. By far. The same with the hotel. Keep up your good work.
Before buying the flight
They said everything is gonna be fine don't worry and ofc last minute when your on the plane they message you part of your flight is cancelled and the part is not charged and the charged part is not refunded somehow, because later on i had to buy a new ticket from the stop where i was so yeah basically its a ripp off they see a cheap flight but at the end you have to pay double for amount.
Disappointed 😞
Dear Hussain,
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
EDreams worked fine, however, chose to cancel the PRIME service during trial. Very difficult to find where to cancel and furthermore cancelation appears on the account but no cancellation email received. Disappointing.
Dear Caroline,
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 was a little unsure when I joined E dreams but I'm glad I did join. I have booked two trips away and booked a hire car on one and hotel. Very happy on the savings each holiday £150 to £200 saving. I compared the cost on other websites and they were dearer than E dreams. If your going to book 2 to 3 holiday breaks Edream is the place to go in my opinion easy to use and follow app very good service
I got hand carry bag on my ticket. But unfortunately at airport GYD I have been charged for hand carry bag again. Please cross check and refund my lost amount.
Dear Teymur,
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
Because "my plane" took off without me due to a communication short circuit! Even though I had been waiting there for more than 2 hours!
Found the best deal using eDreams and agent was able to easily help and address concern when airline information did not match eDreams.
Getting a copy of the full itinerary proved to be somewhat difficult. Needed to send the itinerary to several people. Will not be using your app or recommending your app.
Dear Rebeccah,
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
Sorry but I was not pleased more concerned if my booking was really done. One email said congratulations you are ready for your trip. Another email said your check in is incomplete. Now wouldn't you be concerned."and I am a senior.
Dear Susan,
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
Excellent site - easy to navigate and great prices.! Will definitely use again. Don't book anywhere else until you check prices on Dreams.!
Today, an unexpected flight to take. Last minute booking. Easy to book, for good price.
Today at Prague airport, very clear, easy to find our way. Fantastic nice and helpful airport crew.
Non-problem flight to Dusseldorf. So, we were very happy to be at our destination.
Great job guys (and girls).
Compre un pasaje Split Paris 19 junio via Air Sebia y no me llego confirmación ni número de reserva y me quiero salir de Prime
Estimada María:
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, un aspecto 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
My first experience using eDreams has been really quick and easy and overall a much cheaper option for me, on a budget, well done!
It is more difficult to secure a reservation compared to other sites. I powered through it and saved some money but I am not sure it was worth the extra time.
Dear Christopher,
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
Edreams IS not a verified partner for Ryanair so Ryanair ask you to validate your account and It lasts hours
On the phone eDreams gives no support and ask you to be prime and in Ryanair directly say no support for tickets from eDreams
So double trouble
I wont use this anymore
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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 Elaine,
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