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From the business
HelpCentre:
https://www.edreams.com/travel/support-area/
Sign up for Prime deals:
https://www.edreams.com/prime/
eDreams ODIGEO is one of the largest online travel companies and one of the largest e-commerce businesses in Europe. Under its four leading online travel agency brands; eDreams, GO Voyages, Opodo, Travellink, and the metasearch engine Liligo; it serves more than 20 million customers per year across 44 markets. Listed on the Spanish Stock Market, eDreams ODIGEO works with over 700 airlines and +2.1 million hotels. Prime, the first subscription product in the travel sector has attracted millions of members since launching in 2017. The brand offers the best quality products and the widest choice of regular flights, low-cost airlines, hotels, dynamic packages, cruises, car rental services and travel insurance products to make travel easier, more accessible, and better value for consumers across the globe.
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
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.
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
I didn't want membership! Suddenly you charged membership fee. Please refund my money!
I want to cancel my ticket and membership!
Dear Haejin,
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
Hi, I'm trying to change the flight for January 21st to the same date in the morning between 10 and 11 am, but in the app it only lets me change the date and not the time and I've been trying to change it for 48 hours without success. I'm asking for help on this. Thank you.
Dear Dror,
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 two flights with separate airlines and what I love about eDreams, being a Prime member is that everything remains in one place;-)
I'm just delighted to be travelling to Asia and the easy and hassle free travel arrangements that I enjoy so much more now that I know i will be in safe hands until my trip is complete
Me confirmaron vuelo, pago, etc pero luego dicen que faltan datos. Que no podian hacer checkin automatico.
Great experience with eDreams! Their service was excellent, fast, professional and made my flight booking process really easy.
Booking was ok, trying to get your boarding passes very poor, you get told you may get them 8hrs before you fly that's not good, I will let you know because I am still waiting.
Using eDreams typically provides a convenient and streamlined experience for searching and booking flights, hotels, and travel packages. The platform has a clean interface that allows users to compare prices quickly across different airlines and dates. The search filters—such as preferred airlines, baggage options, trip duration, and stopovers—make it easier to customize travel plans.
I bought a plane ticket with edreams. There was a special price if you become a edreams prime member. It stated clearly that you can cancel membership at any time with a tel number 24/7
After the first month there is a 9.00 euro charge per month indefinitely
When you call this number there is just a recording and they NEVER CONNECT YOU so it is IMPOSSIBLE to cancel EDREAMS PRIME membership
They do not give you an option to cancel membership online which obviously is intentional
I now have to go the bank to cancel this credit card so they don't scam me indefinitely!
It does not explain the cost policy before hand… at the end you must accept prime membership otherwise all your time is in vain.
Black Friday and Prime offers should be even lower.
Dear Michael,
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
Es un buen buscados, pero decepciona cuando elijas tu vuelo y tu tarifa y una vez llenaste todos los datos de los pasajeros, te cambia la tarifa
It was easy to find the flight I needed. But then there were some difficulties in reaching the site and filling in the rest of data. I had to accept to be a user of Prime, otherwise the advertised discounts would not be offered.
Estuve cancelando mi suscripción por varios años que se renovaba automáticamente me enviaron por fin un correo cancelando la suscripción teniendo vigencia hasta agosto/2026 pagada ahora quieren volver a cobrarme 99€ de algo que no quiero más pero eh pagado que no me devolvieron vengo cancelando desde el 2023 esto como se podría llamar un mal servicio, una negligencia, un error o una estafa
Estimado Haroldo:
Lamentamos mucho que su experiencia con el servicio de atención al cliente no haya sido la ideal.
La forma en que se gestionó la interacción no cumple con nuestros estándares de calidad, algo que nos tomamos muy en serio.
Revisamos su caso para verificar que la calidad se cumpliera y le aseguramos que su solicitud está en proceso y se está gestionando correctamente.
En cuanto 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
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
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