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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.
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.
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I want change one ticket (there is a problem in the web) and they said in 5 days they call me back and it will be ok, they help me a lot.
Thank you.
CS en ves de ayudar cobro más al pedir solución me colgó nunca recibí email de confirmación solo de aeromexico
Was so easy to book with eDreams. Took me no more than 15 minutes to book my flight to BCN.
Recommend it to everyone. See for yourself how easy it is to book a flight etc.
Thanks eDreams.
I was disappointed that because l opted for the cheaper payment I was unable to book the wheelchairs
The savings I made were not worth the hassle l encountered
Dear Rafael,
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
Do not understand 12 cm. Most airlines have it in HxL xD Also did not see a pricefor check in bags. I've just seen that checkin bags is just four dollars mor than carry on. If i would have known that than, I would have rather checked in a bag.
Dear Mark,
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
A reliable and customer-friendly company. Its price offers compete with the best global tourism companies. As the owner of a tourism company for Morocco Ltd., I highly recommend using eDreams. This time I purchased round-trip flights to Morocco from them. And I rented a car for 8 days to pick up and drop off from the airport in Marrakech. I recommended to my other friends who own travel agencies around the world to use the company for the benefit of their clients.
I am disturbed that no official itenary issued and lack of checking facilities or advise of what next if I don't want to pay extra?!
Dear Julius,
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
When purchasing the ticket, I had to be careful to select all options (in regards of the luggage) that I need as the luggage is not included by default. The purchase went well, after a few minutes I received the confirmation on the site and via email. The only thing I wasn't sure about is if my card was charged as there was no confirmation window with the code (that is received by the text message) to confirm the purchase.
I got a discount on the ticket as I subscribed for eDreams trial account.
Soon after, I also received the email from the airline company - FlySmart (Argentinian).
I like that eDream has an easy app. I like using it because you can always get a good deal! Also I can easily receive the service of online check-in which is free of charge and it's good because sometimes you can just forget about this)
I had a very poor experience with eDreams, mainly due to their Prime membership practices, which I find misleading and borderline deceptive.
Without any clear or explicit consent, €99 was automatically deducted from my card for an eDreams Prime membership. I have no recollection of actively signing up for this subscription. From what I later discovered, you are effectively enrolled as soon as you use their platform, without transparent opt-in or clear warning. That alone raises serious concerns.
What makes this worse is that:
You cannot cancel immediately and receive a refund — you are forced to wait almost a full year.
The Prime membership price shown on their own website is €65, yet I was charged €99, which is a significant and unexplained discrepancy.
This inconsistency, combined with the lack of transparency around enrollment, gives the impression of sleight of hand rather than honest business practice.
I strongly advise others to be extremely cautious when using eDreams, especially around payment screens and subscriptions. Personally, I will avoid this platform in the future and recommend booking directly with airlines or more transparent providers.
Having purchased air tickets several times from eDreams I've come to understand their sales marketing which I feel is too aggressive.
At every click in the ticket purchase process you are constantly bombarded with addtl add-on purchases. Endless and tiresome. They seem to be wearing you down where a simple click becomes an unnecessary purchase.
Dear George,
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 also received a discount about EUR70, which made this reservation more attractive than the price of a big airline. I also had a choice of itineraries which was possible to adjust to the times of arrival, which enabled a more flexible and comfortable travel
It was good but because I booked in the same date of flight I was worry about your email that you are going to answer me within 24 hours which means I could lost my flight date but everything went smoothly and I received the booking reference on time
Quickly booked, but departure flight cancelled, don't know why. I have to change my plans 2 days after. Good solution found.
But money blocked on my Visa and not yet refund...
Dear Hugues,
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
Upon final payment for my tickets, I was given only one option to pay, and that was by becoming a Prime Member. There was an option not to become a Prime member; however, this field did not accept my entry, forcing me to click the Prime box. I then received an email welcoming me to Prime membership. It stated that the first five days of membership were gratis, then I would be charged $9.00 monthly, and that I could not cancel until one year had been fully paid. Shame on eDreams for this shady practice.
Dear Douglas,
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 put in my destination and dates. Less than a minute I had several options. Put freeze on my flights and had time to make up my mind about travel dates and pricing. Chose my flight and booked right in line. Great experience!
Whilst we are happy with the efficiiency of your website, the tickets are 20% more expensive if booked directly through JetSmart. That was not very good at all.
Dear Heather,
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
Answer: Dont believe them. They are a scammer company and just tried to scam me out of my funds. Contact your Credit Card company and file a dispute. SDreams methodology is to frustrate you until you give up from wasting so much time and they get to keep our money. Your Credit Card issuer is on your side and will revers the charges
Answer: Yes I would like to participate in a class action law suit against this company who has no customer service or any way to get money back! I lost $5807 to this fraudulent company and want it back
Answer: I have the same issue. There is no help (from them) available. I gave up calling after three months... which I am sure most people do; they count on this. The savings is modest with their pricing; and hey charge for rescheduling. I rescheduled and after three months still have not received my new ticket. After many phone calls (the wait is VERY LONG to be connected to someone) I gave up; they count on you giving up. An expensive lesson - do not use them.
Estimado Maria,
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, algo que nos tomamos muy en serio.
Hemos revisado su caso para verificar que se cumplieran los demás estándares de calidad 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