Overview
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
A train strike prevented me getting to Florence and my paid hotel.
I called them to cancel, they said I had to contact E dreams.
They said I can't cancel even though not my fault.
I am unhappy about this.
I recently used eDreams to book a flight, and I'm genuinely impressed with how easy and convenient the whole process was. The website was user-friendly, and I appreciated the wide selection of flights and competitive prices available. Booking was straightforward, and I received all the necessary confirmations and travel details promptly. What stood out most was the ability to compare different airlines and schedules quickly in one place, which saved me time and effort. Though I've seen mixed reviews in the past, my experience was positive from start to finish. I didn't need to make any changes or contact customer service, so everything went smoothly. I'd definitely consider using eDreams again for future travel plans, especially if I'm looking for the best value.
I am giving a 2-star rating because my experience with the eDreams app was not satisfying. The booking process often encountered errors, forcing me to restart from the beginning, and the app felt slow during use. The interface is not intuitive, making it confusing to select flight schedules. Additionally, the price displayed is often different from the final price after additional fees, which makes the experience feel non-transparent. I hope eDreams can improve the app's stability, simplify the booking process, and ensure pricing transparency so that the user experience can be better in the future.
Dear Yulianti,
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,
John
Customer Care Team
Easy to find what was needed for trip. Added services eg automatic check is a good idea. I do not usually use these type of services, however, I booked for a relative and found this reassuring service, as we are not going to same airport on return journey.
We missed the flight… eDreams helped us to find new flight to arrive to the destination asap.
That was our saver as we had apartment and car booked at destination point, so we lose only one night but not few days of bookings.
Be warned, savings are just a few quid and its made difficult to cancel your trial Prime membership which auto renews at over a hundred pounds! I've just been trying to cancel but the site won't let me delete my card details and only provides a UK phone number to contact them, there is NO website cancellation available. I'm over seas and it looks like I'll have to contact my credit card company instead to warn them of the impending abuse of the card.
Dear Customer,
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 email you at the address you used to make your purchase.
We appreciate your patience and understanding during this time.
Sincerely,
John
Customer Care Team
I booked a one way flight for family of 3 adults, got my confirmation but still worried about checking in. My booking number is not recognised on FlyOne application.
I had booked wrong ticket and wanted to change it, so I wrote e-mail right away. Sorry to say, but I did not get any feedback. Instead I got my booking confirmed. I would have bought the correct ticket through edreams but probably that is the last time I use this agency.
Dear Sigitas,
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 email you at the address you used to make your purchase.
We appreciate your patience and understanding during this time.
Sincerely,
John
Customer Care Team
It seemed that there are hidden fees - free trial, after which I will be charged 90 euros. Now I have to follow the date when to cancel this trial, and I am not sure if I will do it correctly or in time.
I cross checked your claim of 50% off against the same hotels on booking.com... Are you allowed to exaggerate figures like this to make your claims look so appealing? Also... I'm sure I'm not the first customer to complain about the extortion in being wrongly sold the Prime membership in the first place...
Dear Marcus,
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 email you at the address you used to make your purchase.
We appreciate your patience and understanding during this time.
Sincerely,
John
Customer Care Team
I found some truly great offers on eDreams — much better than on other platforms I checked. The booking process was straightforward, and everything was clearly laid out. Definitely a reliable option for finding affordable travel deals
Why would you allow me to pay €50 extra for cabin space and then only put that on the first flight and not add it to the second flight after the layover? Why would you not warn me that i would either have to throw my cabin luggage in the garbage at my layover, or pay more? I paid 50 extra for cabin and that was supposed to be for both flights! Not just one! Why dont you help me check-in online either. I will never use this site again. Do not recommend.
Dear Elie,
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,
John
Customer Care Team
Today I received confirmation of the ticket I had reserved yesterday. I had suggested a tip to you, at least the reserved tickets should be confirmed, if possible, on the date I made the payment for the reservation. Thank you.
I made my first booking with eDreams on June 19,2025, and the process was easy and affordable. I received my travel details promptly, and the customer support was helpful when I had a question. Overall, it was a great first-time experience!
Managed to book an easyJet flight for less than on the easyJet site. The highlight was spending half on cabin luggage than their official website. All this with the caveat that the savings haven't covered the edreams membership cost - yet.
I bock many tickets over you company and every time I was satisfied. Only complain I have is that you raise the price of ticket as close departure date is coming. I really think that this is not correct.
With the discount provided by eDreams, the price for two tickets to Madrid was too good of a deal to pass up. The online interface was so easy to navigate that the deal was closed and completed in only a few minutes. All in all I could not be more satisfied with my experience with eDreams!
It was my first time, so to be honest I was worried about unexpected things that might happen because i had 2 separate flights so, all i can say that it was a very satisfying experience, both flights were on time and onboarding was very quick and smooth
I definitely recommend thank you
I'm old school, meaning I prefer personal contact or communication and I'm not particularly fond of electronic devices. However my online reservations with edreams went very smoothly.
First time user with last minute booking to fly home. The rapid booking confirmation and app appears to work ok. The only item missing is confirmation that bags will be automatically transferred during connecting flights.
https://www.edreams.com/travel/support-area/
Sign up for Prime deals:
https://www.edreams.com/prime/
eDreams ODIGEO is one of the world’s largest online travel companies and one of the largest e-commerce businesses in Europe. The business is the largest flight retailer globally, excluding China, and the largest 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. The business conceptualised Prime, the first subscription product in the travel sector which 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.
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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 Lynda,
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 email you at the address you used to make your purchase.
We appreciate your patience and understanding during this time.
Sincerely,
John
Customer Care Team