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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
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Bought AVE tickets without issues. Tickets already received my email.
Very easy to book and good price comparing to others. Recommend!
I would recommend you to download the app so you could get a lovely offer!
Deberían especificar desde el inicio que las tarifas de descuento están sujetas al servicio prime, no al final y a punto de pagar.
While it is encouraging that the eDreams service finds and offers optimal travel planning options according to convenience and price, the possibility for the customer to participate more interactively in the formulation of the offers is lacking. It would be great if the destination and return packages could be made available for the user to create more suitable options. The possibility to schedule a longer stopover at a connecting airport is also lacking.
It was also frustrating to have a rather large number of steps to get to the final payment, which was also a very significant increase compared to the price shown at the beginning.
Even after receiving an e-mail confirmation of booking and payment of the price, it is still unclear whether and how additional check-in for the scheduled flight will be required.
Dear Rimantas,
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
Fast, easy, and cheap. Found what I need and booked my trip. Easy to read and follow directions.
Dear Darius,
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
The flight specifics were not complicated, easy to follow.
I am writing to formally file a complaint against eDreams, a company with its headquarters in Barcelona, Spain. EDreams has charged my bank account three times, each for €89.99, without my authorization during in only one month (3st of October 2024). These charges total €269.97 and were made for a one-year subscription to their "Prime Membership," a service I did not consent to.
My sole intention in visiting the eDreams website was to purchase three flight tickets for me my sister and my brother in law. During the booking process, and without my awareness or agreement, I was subscribed to this Prime Membership, which was applied to three accounts. I was shocked to find these three unauthorized charges on my bank statement. After my experience, I have come across numerous negative reviews and complaints from other customers online, all reporting similar issues for the Edreams for example in the application "Trustpilot", "Tripadvisor", "JustAnswer" these and many more other webpages you can find reviews complaints for this company. Attached you will find some relevant documentation and evidence to support my claim.
Since discovering this issue, I have sent over 10 emails to eDreams, explaining that I never wanted or agreed to the Prime Membership and requesting a full refund. Unfortunately, I have only received automatic same responses(attached have the emails), and to date, no refund has been issued.
I am a student, and this amount is substantial for me. I am reaching out to you for assistance in recovering my funds, as eDreams has failed to provide a satisfactory resolution to my issue.
Please note that I have attached additional documentation to support my complaint against eDreams. This includes:
1. Bank Statement – Proof of the unauthorized charges made by eDreams, showing three withdrawals of €89.99 each.
2. Email Correspondence / Copies of the emails I have sent to eDreams requesting a refund, along with their automated responses, to demonstrate my efforts to resolve this issue directly.
3.Other Customer Complaints – Screenshots of comments and complaints from other individuals who have faced similar issues, showing unauthorized charges and involuntary subscriptions to eDreams' "Prime Membership." These serve as further evidence that this company is engaging in deceptive practices with its clients.
I trust these attachments will help clarify my situation and substantiate my case against eDreams.
Dear Blerta,
Thank you for your message. In order to properly review your case and provide a detailed answer, we need a few more pieces of information.
Please contact us at your earliest convenience with the following:
Your booking ID (included in your confirmation email)
The email address used to purchase your booking (if different from the address you're using to contact us)
A full description of your situation and/or request
Once we have received these, we will gladly help you and answer any questions you may have.
Sincerely,
John
Customer Care Team
This is my first time use edreams.have good experience with them and friendly app.thank you
Very affordable, easy-to-use and informative to use as my first time booking my own flight
The posted price is not what I was charged for. Anyways, it was good experience choosing eDreams.
I had a good experience and was sorted quickly which is what I needed as we are travelling for a family funeral
Didn't know about edreams before. Just didn't like review about customer service being bad. Hope we don't encounter any problems.
Great experience using this app. I was able to find the cheapest flight here.
I have only a problem,no one sent me document for Jitka Hemrova,that she cannot fly with me,she has a cancer.So please,send me this.Thank u.But Im so much satisfid with this company.
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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 Mario,
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