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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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EXCELENTES PRECIOS Y RUTAS, HORARIOS EL SERVICIO MUY BUENO Y RAPIDO
We tried to re-book a flight with the flexible reservations option we purchased but 3 agents were unable to help us. The 4th and last agent suggested the solution that finally worked and we were able to get the flights that worked for us. Most all agents talk too fast and I spent 2 days getting satisfactory results.
Easy and very good,it let me complete the dreams of one of my family to travel
There was nothing wrong with the booking. Except that at some point, it seemed confusing when you don't have any heavy luggage to declare and you are also asked to make a choice from amongst many items.
I had to call in for my flight itinerary and confirmation, a day after payment and reservation.
Happy with the process it went smoothly so excited for my trip
Went on line get my ticket the discount was a great help for my budget and my ticket was confirmed very quickly so far so good thank you edreams
Very easy from getting destination to boarding pass, absolutely perfect
The flight was cool. The hotel was disgusting from top to bottom i have no more to say
This deal was so cheap only because of how disgusting the hotel was i ca. Promise
Very good…was easy to follow and got lots of options.
Good prices and choices.
Chose this service because of the price. I had some technical difficulties and repeated the same process many times, when I tried to finalize the purchase. Also, when I opened my itinerary, I could see all info except for the date of arrival.
I didn't canceled my trip from Koh Samui to Bangkok, please confirm, that our flight 25/03/25 like expected.
I don't know why we need eDreams, if I can't contact anyone to ask question, if I have.
You must add a chat with real persons, that customers can ask questions...
Why I get messages about a cancelation, if I didn't cancel nothing?
Dear Elvira,
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
La primera etapa del viaje dado por la búsqueda de vuelos, selección y pago ha sido una grata experiencia. Falta experimentarlo en lo que resta del viaje.
I use the application and I am very satisfied, I recommend it with confidence.
Excellent please keep improving
And try to reduce the prices to be compatriots
Dear Sirs,
I am writing to formally express my deep dissatisfaction and to file a complaint regarding the serious inconvenience caused by the mishandling of my booking made through eDreams on March 20,2025, which unfortunately resulted in the loss of my outbound flight.
From the outset, I recognized the need to reschedule the original flight date. Accordingly, I contacted eDreams well in advance, requesting to change the flight to the following day. However, I was informed that such a change could not be processed by eDreams at that time, and I was expressly instructed to contact the airline directly—in this case, Azul Linhas Aéreas.
Despite the company's refusal to carry out the requested change, I was later surprised to find that the flight schedule had been altered unilaterally and without my consent, with the notification being issued at the last minute. This left me with no time to adjust my schedule or travel arrangements, ultimately causing me to miss my flight.
This conduct, besides being inconsiderate, clearly violates the basic principles of clear communication, contractual loyalty, and customer support that should guide the actions of a travel service intermediary like eDreams.
As a direct result of this failure, I suffered not only financial losses—having to bear additional expenses to reorganize my trip—but also personal and professional setbacks that cannot be undone.
At no point did eDreams provide sufficient advance notice or effective assistance, despite my timely and legitimate request. The customer service I received was disorganized, uncommitted, and failed to meet the minimum standards of quality and responsibility.
In light of the above, I request that this complaint be formally recorded in your systems and that appropriate measures be taken, including evaluating the possibility of a refund or compensation for the damages suffered.
I remain available for any further clarification and expect a respectful and effective response.
Sincerely,
Antonio
Dear Antonio,
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
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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 Ayhan,
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