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eDreams has a rating of 3.7 stars from 6,950 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with eDreams most frequently mention good experience, next time, and book flights. eDreams ranks 8th among Travel Deals sites.

This company responds to reviews on average within 6 days

“Above and beyond”

I booked the flight that was sold out on airlines website here, amazing! Pretty much straight forward. Even better if there are fewer emails and the email has all flight info in one place. Itinerary, seats, baggage etc

“Barbados here I come”

Booking with eDreams couldn't have been any easier. I'm not traveling directly from the uk. But meeting a friend in another country first before continuing my journey to Barbados. So booking was a little more complicated than normal. Thanks very much for making this booking less complicated. Will definitely use eDreams for future booking

Reviews (6,950)

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Dear Rizalva, 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

From the business

HelpCentre & Chat: 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.

• Visit Website
• Travel Deals , Plane Tickets , Hotels
• #8 in Travel Deals
• Madrid, Madrid, Spain
• Edit business info

Business History

eDreams ODIGEO and each of its five leading brands – Opodo, eDreams, GO Voyages, Travellink and Liligo – have been instrumental in ushering in a new era of travel booking. eDreams was founded in 1999 in Silicon Valley with backing from venture capital. The company completed two leveraged buyouts, the first in 2006 (TA Associates) and the second in 2010 (Permira). During 2011, eDreams merged with GO Voyages and acquired Opodo (which included Travellink) and post the acquisition of liligo in 2013 became eDreams ODIGEO. In 2014 the Company listed on Bolsa de Madrid, the Spanish Exchange and in 2015 Dana Dunne was appointed CEO. Budgetplaces was acquired in 2017. Today, eDreams ODIGEO operates in 44 countries; is a leading global online travel business and the proud founder of the travel industry’s first subscription product, Prime, conceived and launched in 2017.

Company Representative

eDreams Review [2024]: Are They Legit Enough to Book?

I find it hard to get the best deal with so many travel booking sites to choose from. If you're browsing eDreams in your search for discounts, make sure you read my honest review before booking with them. I'll address all of their reviews and more so you can stay informed!

Sometimes when I'm bored at work, I hop on apps like Hopper to window shop for travel deals (shh, don't tell).

The thing with these platforms, in my opinion, is that they're great for spontaneous travelers, or people who decides where to go based on what deals they can get to which destination. That's what I do, at least.

There are, however, platforms that is more intuitive to search for deals on specific destinations you're looking for. eDreams is one of them.

Travel booking sites with deal searching functionality can provide travelers with the best of both worlds: look for a trip specific to where you'd like to go AND save money while doing it. While they sound good on paper, they're rarely that good.

We've covered sites like Kayak , Priceline , Kiwi.com , and even Costco Travel . Some of these sites are actually great in finding travel deals, while others fall short in being just another third-party booking site.

How about eDreams? It's definitely been around for a long time, but does that make them superior to the newer ones? I'm going to dig out all of their best and worst features so you can stay informed when you book your travel deals.

First, let's talk about what exactly eDreams is.

What is eDreams?

Established in 2000, eDreams is an online travel brand that provides travelers with travel booking services from flights to hotels.

They also offer deals on low-cost flights from over 600 airlines and allow passengers to easily compare prices on flights and hotels to ensure they're getting the best deals.

They offer cheap flight deals, last-minute deals, weekend getaway deals, and even promo deals on general travel. Nowadays, they offer bundle deals like Flights + Hotels and car rental services.

In addition to a website, they also have an app so you can easily organize your travels and make bookings on the go. 

History of eDreams

eDreams have been around for a while, and has since established itself as the dominant online travel marketplaces in the world.

eDreams was founded by Javier Pérez-Tenessa, James Hare, and Mauricio Prieto in Silicon Valley in 2000s. They quickly moved headquarters to Spain and became one of the first few online travel agency to serve Spain and the European market.

eDreams was acquired in August 2010 by Permira, an investment firm based out of London. They were acquired before that by an american investment firm (TA Associates), but Permira bought them for close to €350 million.

From then, eDreams ODIGEO was formed by the merger of Go Voyages & acquisition of Opodo + Travellink. They quickly grew to become the biggest travel company in Europe and one of the biggest in the world.

From there, the company IPO-ed in the Madrid Stock Exchange and remained one of the biggest online travel companies to this day, with very little change in their product offerings.

eDreams Flights: Primary Feature

One of eDreams flagship feature is the ability to search for cheap flights online through its portal.

I realized that eDreams' biggest perks are the flight deals they offer across low-budget and big-name airlines. Through eDreams, you can book flights and make reservations online for cheap.

You can find last-minute flight deals , so if you're flexible on your travel dates and willing to travel soon, eDreams will tell you what dates are currently fetching the lowest prices.

Their flight search engine will also give you the cheapest, fastest, and best overall option.

Tip: When you book with eDreams, immediately make sure you've got the booking confirmation from both eDreams and your provider (airlines confirmation or check-in information). The email confirmation is crucial to make sure your booking went through.

eDreams Extras

I thought it'd be appropriate to include this in as many customers talked about this in their reviews.

While eDreams primarily sell flights, you'll find that they sell a bunch of ancillaries or extras during their check-out flow. Travel insurance, upgrades, memberships, or bundles, just to list a few...

I personally don't mind these options, because it's definitely better to be presented with these options than not, and I don't feel like I'm being forced or tricked into buying anything extra.

Tip: If you purchased any extras through eDreams, they should be synced to the provider. For example, if you purchased flight upgrades, it should reflect that in your flight tickets. For booking inquiries, contact eDreams. For quality or product-specific inquiries, it may be best to directly contact the provider you're buying from (ex: Ryanair).

What is eDreams Prime?

If you've done a flight search through eDreams, you've probably noticed they have two prices available for any given flight: regular and Prime.

eDreams' Prime service is a subscription service that allows you access to the best fares and a potential 50% discount off hotels. If you'd like to give eDreams Prime a try, you can sign up for their 30-day free trial.

They also have eDreams Prime Plus, which allows you to share your membership with friends so that they'll also get the same discounts. Yea, that's a no for me unfortunately.

My experiences

I tried their Prime free trial for 30 days to book flights and test out whether they'll save me as much as they've described.

The result? Exactly what I expected. I personally wouldn't pay for it, but would recommend anyone to use the free trial to book flights as you'll be able to save quite a bit.

eDreams is mainly for frequent travelers who can afford the time and don't mind exclusively looking at eDreams for deals, because that's all you're going to be doing.

If you're going to pay that amount of money to look for deals, eDreams bet on the fact that you'll be using their services more. I personally prefer looking on multiple platforms to compare prices, and don't really find their deals that enticing to pay for yet another membership.

Every flight booked as a Prime member will be discounted. However, the discount amount will vary depending on how expensive the flight is. The more expensive your flight, the higher the discount. That's why I recommend you book a bunch of flights with your 30-day free trial and cancel the subscription before billing starts.

If you don't want to continue with Prime after the trial, be sure to cancel your membership, or it will automatically charge you. To cancel, I just went to "My Prime account" on the website and followed the steps.

This is just my preference though, I can see how frequent travelers would benefit from this membership more than I would.

Is eDreams Legit?

eDreams is definitely legit! eDreams is an accredited travel agency, and operates under eDreams ODIEGO, one of the largest online travel company in Europe.

So why is it that many people seems to have issues with eDreams bookings?

While eDreams is legit, they're ultimately a third-party platform. This means that eDreams act as an intermediary between you and the vendors and help coordinate your booking information with the providers by taking a small cut of the transaction.

While there is nothing wrong with being a third-party booking platform structure, I find that you typically need a strong customer support system to ensure there's no issues with the transaction or your booking between the user and the provider.

In some instances, you have to work exclusively through eDreams, as I found some companies won't be able to make changes without eDreams involved. In my opinion, this is a huge dealbreaker. This means that I'll have to go through eDreams customer services to be able to get my refund, which is not ideal.

Most people called eDreams a scam agency, and while I don't agree with this claim, I can see why so many customers feel so strongly against them.

It's true they offer great deals, but things happen and cancellation, modifications, and excahnges will need to be faciliated. When you don't have a strong customer support system or a automated system for processing refunds, you're essentially disregarding your customer's needs and requests.

Now that you're aware of what the issues are booking with third-party platforms like eDreams, here's how to contact them in the event of a booking issue.

How to contact eDreams?

As with any travel planning, I always want to know how to contact the agency through whom you made my booking. But, unfortunately, eDreams doesn't have an easy way to contact them over the phone or quickly speak to a person for general customers.

You can visit their Help Center online to see answers to Frequently Asked Questions or chat with an online bot. While their website does allude to a standard rate phone line, that phone number is not listed anywhere online.

However, I found if you're a Prime customer you will have access to a 24/7 dedicated customer service line.

You can find the details of that phone number on the email you received upon joining Prime. While this is certainly a valuable incentive to the Prime service, I wish they had dedicated services to everyone that uses eDreams.

How do I cancel an eDreams flight?

While I hope you'll be able to go on your next adventure with no disruptions, you may need to cancel your flight. It happens!

If you've booked through eDreams, you can cancel your flight online in the "My Trips" section.

Canceling your flight, however, doesn't necessarily mean you'll be refunded. The amount refunded (if any) will depend on the fare conditions on your purchased ticket.

eDreams states that most budget fares are non-refundable. Additionally, unless you've selected a standard or premium option, eDreams will charge an administration fee for any cancellations.

eDreams does sell some flights with free cancellation options, but cancellations can only be made on the same day of purchase.

eDreams Refunds: How to get them

Again, I hope nothing goes wrong with your travels, but you may be entitled to a refund if something happens to your flight. The airline should offer you an alternate route or a full refund if your flight is canceled. You will be able to confirm your choice within the eDreams app.

You are required to cancel your flight to request a refund, and you can then track the status of your refund through the app.

FYI: A lot of complaints centered around credit card charges without bookings going through. Since i've been through this before, I'd recommend contacting both your credit card company and eDreams. If you're with a decent credit card company, they should be able to help you get that charge cancelled easily without having to go through eDreams if the bookings in fact did not go through.

Also, if you see that you're charged, it might be good to wait 2-3 business days. Pending transactions may take a while to reflect the accurate charge, which means they'll very likely automatically remove that charge themselves.

What are people saying about eDreams?

eDreams reviews holds an average rating of 3.9/5 stars from +100k reviews on Trustpilot.

Many travelers commented that purchasing a flight was easy and painless, providing great deals and saving money for travelers worldwide. While some eDreams review commented on the flight quality, they're not an indication of eDreams operations but rather the airlines as eDreams is a third-party platform.

I expected those with no real travel disruptions to have positive reviews.

Sadly, that wasn't the overwhelming consensus.

Negative comments on eDreams about the accessibility of ease contacting customer support directly was unnecessarily difficult. Several commenters also noted that after making their purchase, eDreams upgraded them to a Prime membership without their consent, withdrawing the $54.99 from the card used to pay for flights. I couldn't believe that!

Other eDream reviews pointed out that the price they had seen when booking changed at the final step, increasing to a new, more expensive price for their flight. My recommendation is to always keep checking pricing throughout the entire process.

Travelers have also commented that refunds take a long time to receive, coupled with the difficulties in contacting customer service, which has led to a negative experience.

Overall, I'd say book at your own risk. Your experiences with customer support may be less than ideal should you have to go down that route.

eDreams alternatives

While eDreams is a big name in travel booking companies, it isn't the only one out there!

Some of my recommendations if you're looking to find cheap or bargain flights, check into using Momondo to find some more great deals.

For more reputable sites, you might also want to consider booking.com or Skyscanner for all-around travel deals. Viator is another option that can help you find experiences and attractions while you travel (something eDreams doesn't offer.)

Is eDreams worth it?

In my opinion, if you're looking to travel and are flexible with your dates, eDreams can have some great cheap deals on flights worldwide.

Their search function quickly shows you different price fares on various routes, so you can opt for what works best for you time-wise and budget-wise.

That being said, a lack of customer service support does make it risky to use their services to me, especially if there's an issue with your schedule and you need to reschedule, cancel, or refund. I wouldn't feel as confident in those situations.

I personally would consider other options and only go with eDreams with sufficient research prior on what could go wrong, and even then, I wouldnt pay for eDreams prime.

If the price is decent on eDreams and you're not deterred by its lacking customer support or a subpar refund policy, then eDreams is at least a legit booking platform for you to safely book on.

I've warned you of the issues that travelers frequently face with eDreams support, so hopefully you'll be prepared to deal with the issues that may arise by booking with eDreams. Below is my rating and a suggestions to get your travel planning started!

My rating: 2.6/5

• Easy to compare flight fares
• Last-minute travel deals
• low-prices + budget choices
• suggestions on optimal dates for cheep prices
• Hard to reach + subpar customer support
• Small cancellation refund window
• Difficult refund process
• Prime-only phone support

eDreams FAQs

Is edreams.com a trusted site.

Yes they are! They've been operating since 2000 and has grown to be one of the biggest online travel companies in the world. While they're a trusted brand, they're still an affiliated site, which means they have minimal control for cancellations and delays. Customer service is also subpar, so make sure you're aware before booking with them.

Is eDreams Prime Legit?

Yes it is, though how valuable it is to individual travelers may vary based on how many trips you book through eDreams. I'd recommend to give the free trial a try, but make sure to cancel it before billing date if you don't find them helpful!

Is it possible to get a refund from eDreams?

While it is definitely possible, they've certainly made it a huge obstacle to do so. It's also worth noting that the refund processing is mostly automatic. Once you've submitted your request, they'll process it and email you to let you know if it's been approved. Once approved, they'll refund it to the credit card you've used to purchase the ticket.

Do I have to pay for eDreams prime?

Yes, it's 54.99 Euros annually or 64.99 Euros annually for Prime Plus. You do get a 30-day free trial though, just make sure you cancel before the billing date!

How do I get out of eDreams prime?

Simply go into their website, on the top navigation bar you'll see "My Account / My Prime". Login, and select "My Prime Account". In there, you'll be able to deactivate your eDreams prime. It's non-refundable, so its important you deactivate your prime's free trial before your billing date.

Start planning your next adventure!

Whether you decide to book your next trip through eDreams, or another travel booking site, you can make everything go as smoothly as possible with a solid plan.

As you confirm the details of your next trip, use Pilot to keep all of your itinerary items in one place!

Disclosure : Pilot is supported by our community. We may earn a small commission fee with affiliate links on our website. All reviews and recommendations are independent and do not reflect the official view of Pilot.

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Reviews 4.4.

288,073 total

Most relevant

I should have never trusted eDreams…

I should have never trusted eDreams with my data and card information! I created and accout to buy a ticket and opted for a PrimeSubscription trial period for one month to test the benefits. After two days they flagged my account and withdrew the money (79.90 euros for nothing!!!), without my consent and without informing me. Now i can't even delete my cc data from thid account! I want my money back because they promote deceitful offers and for them to delete the account as per gdpr policy. Never trust any of the free trial period claims! There are numerous people scammed by them, just search on FB groups.

Date of experience : 05 June 2024

Reply from eDreams

Hi Alina, 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, Vicky Customer Care Team

Seriuosly i so greatful and glade for…

Seriuosly i so greatful and glade for you servive Miss Sabrina from egybpt thanks a lot and wish you all the best and wishes

Date of experience : 21 June 2024

Thank you very much for your positive review! We appreciate you taking the time to share your kind words. It will be our pleasure to serve you again in the future. Best regards, Customer Care team

Hana was really kind and helped with my…

Hana was really kind and helped with my request with a very positive attitude. Was a pleasure speaking to her !

Date of experience : 22 June 2024

Once again I’m so dissatisfied with…

Once again I’m so dissatisfied with this company . Taking an annual subscription £69.99 without consent and refusing to refund this service which I do not want !!!! Beware Watch what you are signing up for . I have three kids secondary school uniform to buy and they refuse to give me my money for a service for a year that I don’t want . It’s crazy and not right !I don’t want the service and more importantly can’t afford this .ive been reduced to tears talking to associates in another country, sharing my personal circumstances with no care or understanding. Otherwise my request would be processed.

kind and friendly

The person I spoke with was super kind, friendly and informed, he game answers and options to my request. Very nice to talk to!

Nice service by Abdul

Nice service by Abdul, really good at taking care and showing me throughout the process.

Easily fast kindly

I managed to change my flight easily, I didn’t need to wait for hours in order to talk to someone: Iwas called by the customer service, the lady was very kind and helpful and respectful as far as privacy is concerned.

Date of experience : 20 June 2024

Our sincere thanks for your positive words and feedback. As a valued customer, we look forward to serving you again. Best regards, Customer Care team

Sawan was attentive

Sawan was attentive, he listened to my needs and provided guidance and clear feedback to allow me to understand my subscription better.

Just don't.

The service was nice, I was given a 90Euro voucher, but it's not working. I spent 2 hours on the "VIP Prime customer service" phone, and all I got was - I'm sorry, I don't know why it's not working, give us 24-48 hours. Its been almost 48 hours and nothing. And in the meantime the flights are getting higher. Thanks for nothing. Completely useless and not worth it.

eDreams is committing fraud by doing…

eDreams is committing fraud by doing illegal deductions from people's bank accounts without their consent, approval or knowledge. The New Zealand Government has approached the European Parliament to assist with laying charges of fraud against the company, Javier Perez-Tenessa (Chairman), Dana Dunne (CEO) and Gerrit Goedkoop (COO). Please spread the word NOT TO DO ONLINE BUSINESS / BOOKINGS with eDreams

Prime account

The person I talked to was very kind and professional. I am going to evaluate whether I should keep Prime or not. Thank you.

Thank you for taking the time to write this review! Your feedback is important to us and helps us to continue to improve our service. We are grateful for your business and hope you will choose us again for your future travel. Sincerely, Customer Care team

I'm very satisfied

the woman who answered the phone was extremely kind and polite and also managed to satisfy my request. I'm very satisfied

Attempting to Cancel ticket but no reply for 3 days

Hello - I requested my flight to be cancelled 3 days ago to your customer service, as I contacted Airasia and they stated: "You are advised to contact your respective travel agency for your request as they hold all your booking information and payment details." Still awaiting a reply - pls advise Edit: received a reply and after going through steps you state - " As your booking is with a low cost carrier, you should cancel directly with the airline. " So i contacted AA again and got the same response. No one is is taking responsibility. AA state: You are advised to contact your respective travel agency for your request as they hold all your booking information and payment details. EDreams state: As your booking is with a low cost carrier, you should cancel directly with the airline. Edit: as it's now conveniently under 24 hrs b4 flight - its out of E Dreams hands - Awful service.

Date of experience : 18 June 2024

Hi Robert, 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, Vicky Customer Care Team

ease of bookigood prices with no surprises

ease of booking and payment. Clear prices. I contacted customer service by phone and got the answers

Hi Dreams team

Hi Dreams team, Regarding our booking reference 8830420244 with eDreams. After a long wait, we received a response, but it was not satisfactory. About The email was answered on January 2024, and we were asked to wait while we are today in June, but we have not received any answer yet. Remark :responding to problems takes months for this company. Regards,

Date of experience : 02 January 2024

Hi Megress, 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, Vicky Customer Care Team

Punit helped explain the services and…

Punit helped explain the services and helped me patiently with my issues and resolved them with good manners.

Mr. DHIIRAJ, was very helpful and solved my problem very quickly. He was really kind during all our conversation.

Booked a flight and hotel through…

Booked a flight and hotel through eDreams. Everything was brilliant, until we checked out. I read and reread all the terms and conditions of the booking and it stated all charges were included in the booking, so was surprised to be asked to pay the city tax whilst checking out. It specifically stated all charges were included. It was lucky we had extra money with us to pay. Don’t be caught out.

I phoned for help with my Prime…

I phoned for help with my Prime membership and Edam, the advisor, was most helpful and kind.

Date of experience : 17 June 2024

Hello, I was booking my flight with e dreams today. First I already took a flight with them, I paid for insurance. The insurance say they refund you 80 percent with no question asked. Guess what ? We had to pay to call them and they only refund one ticket (we are two travellers). And today I decide to give them another chance. So I booked two tickets again to go to Thailand. They tried to sale you every insurance possible, they want you to purchase so many useless things. I didnt select any options for my flight, BUT they charged me 30$ for no reason. Wont book again. Wont recommande it.

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eDreams.com in Review 2024 – Is it a Reliable Platform To Buy Flights? (No, it is not!)

Have you ever heard of edreams.com? It is a powerful search engine and online travel agent for flights, hotels, holiday packages, car rentals, and even travel insurance. Yes, they cover many aspects in the travel space.

But, it is this website actually reliable? Why is edreams cheaper than other sites? Same as with Kiwi.com, this is a big topic for frequent travelers. Therefore, we wrote up a big, detailed review of edreams.com.

Important : In this genuine, non-sponsored article, we share the good and the bad of edreams.com. Please read it carefully, so you get the pros and cons .

Personally, we do not use edreams (keep reading to find out why).

We always use Skyscanner when looking for flights. Our essential travel resources are Hostelworld , Omio.com and HeyMondo Insurance . We always use them on our travels!

Check Skyscanner.com here

Did/ do you have a great or bad experience with eDreams? We keep the comment section open for you. You should also know that edreams is actively sponsoring bloggers to write a favorable article and review on them. Again, this article is not sponsored and we did not get paid by anyone. We share insights you as a traveler should be aware of !

What else do we use at Hostelgeeks to find travel deals? We use websites like Omio.com , Skyscanner and even book with Emirates , for instance! In fact, we wrote more detailed articles:

• Omio.com in review – the best way to find flights, trains, and buses
• Skyscanner in review – the easiest way to compare flight prices?
• Qatar Airways in Review
• HeyMondo Travel Insuranace – is it worth the hype?

eDreams Review covers:

• Step-by-Step on How To Book
• Legitimacy of eDreams
• Booking Refund Process
• Why we do not use eDreams.com
• Alternatives to edreams

1. What is eDreams?

eDreams is an online travel agent where you can book flights, hotels, holiday packages, car rentals, and travel insurance. It’s one of the old-time booking websites, starting in 1999 in Barcelona and becoming one of the biggest online travel agencies.

OTA is short for Online Travel Agency.

As a European company, you can usually find many holiday deals in Europe. eDreams doesn’t stop there, though… They operate across 40 countries worldwide with flight deals from 665 airlines.

In addition to the website, eDreams has an app with exclusive deals & discount codes, a hand luggage scanner, a flight tracker, a check-in, and boarding pass generator, and flight alerts.

We will run through everything eDreams offers and determine whether it is a reliable platform for buying flights. Continue reading for more information!

1.1 eDreams Prime Service

With eDreams, you can join their Prime service. This is a bit like Amazon, except with your subscription, you’ll benefit from a total preferential price with all costs included to say goodbye to hidden fees.

eDreams Prime costs €54.99/year (approx. €4.60/month), and you get the first month free. Ideally, you will book a holiday that equates to more than a €55 saving, and you’ll have made your money back on your first trip.

eDreams Prime offers you a discount across all available flights and up to 50% off on accommodation. The amount you’ll save on flights looks like this:

Based on these savings, you’ll make the membership money back on one long-haul flight and two to three short-haul flights.

Finding the best deals with eDreams Prime is pretty easy, too, and you can check them out before subscribing.

IMPORTANT : However, please note that there are many complaints online about getting charged the PRIME Fee although it has been cancelled. This is one of the most common issues at edreams.

Do we use eDreams Prime? No, we do not use this service.

1.2 Step-by-Step Guide on How To Book Your Vacation with eDreams

Booking a package holiday, flight, or hotel is straightforward as with many other sites. All you need to do is:

• Step 1: In the top menu, click on the page for what you’re looking for (e.g., ‘Flight + Hotel’)
• Step 2: Choose your destination or scroll down to ‘Top routes and holiday deals!’
• Step 3: Input your details & move through to check out
• Step 4: Compare the price for the same holiday with eDreams Prime
• Step 5: Complete the booking
• Step 6: Confirmation to your inbox or eDreams app.

Yet again, we do not use their booking service and do not recommend using it.

2. Legitimacy of eDreams

eDreams, run under parent company ODIGEO, is the largest online flight travel agency in Europe, with more than 20 years in the worldwide travel sector. As such an established online travel agency, it certainly is legit.

How can we tell? Here are some key ways to decipher genuine travel agencies:

2.1 Payment Certified

When paying for your booking, you’ll be taken to a security transaction pop-up to certify your transaction. This can involve approving the payment via your banking app, inputting a code sent to your email or mobile device, or answering a secret question.

2.2 Financially Verified

eDreams is registered on the Madrid Exchange – the largest securities market in Spain, also known as the Bolsa de Madrid. For a company to be written on the Madrid Exchange, it is a public company that has been accepted for trading after meeting several specific requirements.

In addition, eDreams has a consolidated tax base and public financial information that verifies that it is a legitimately operating enterprise. At least on a paper, eDreams seems legit.

However, their business practice has been criticed over and over again.

2.3 Well-Established

eDreams works with both B2B and B2C customers. As part of the ODIGEO Group, eDreams serves 18 million customers in 46 countries globally. With HQ in Madrid, eDreams has more than 1,700 employees worldwide. This is their official information.

Moreover, eDreams have over 115,000 reviews on TrustPilot, with more than 60% being four and five-star ratings. SiteJapper also rates it almost four stars.

That being said, these ratings are also being criticized by many independent resources.

3. Booking Refund Process (Don’t count on it)

If you need to cancel your eDreams booking, you will need to contact their customer service team to make the cancellation. Once you’ve done that, the refund will be processed if the following:

• You bought a flight ticket with free cancellation
• The airline cancels your flight (due to exceptional cases such as natural disasters, strikes, etc.)

If you meet these requirements, they will process the refund and e-mail you letting you know how much will be credited to the card you used to purchase the tickets. This credit will be automatic. However, every refund differs and depends on the ticket type and airline.

You won’t be eligible for a refund if the airline you booked with does not have a free cancellation policy (most low-cost airlines do not offer refunds if you want to cancel a ticket).

Always check the cancellation terms before you confirm your booking.

The booking refund issues is massive at edreams. After the prime fee, receiving a refund is another hassle many traveler struggle with. You can find many more details at Truspilot .

4. Why we do NOT use eDreams.com?

edreams today might be ok to book with. However, their history does not sit well with us. There were many hickups along the way and the reviews of edreams do not changed our mind.

edreams is a very big company in Barcelona and there are many employees living in the city. Since we lived there, we got in contact with a few people who consulted edreams.

Before edreams changed their business model to a prime model, they had a business model we personally did not like. They were always showing very low prices, even for Ryanair flights. Here you have to know that Ryanair does not work with any OTAs out there, let alone let them sell their flights for less.

However, edreams always showed cheaper flights. Usually around $40 cheaper.

This cheaper rate was only accessible with the edreams credit card . This credit card was impossible to get. Therefore, these cheap rates were not accessible for anyone.

Later, they changed this again. They kept showing very low rates until the very last step of the booking process. This is where they added their hefty commission of $60 on top.

This strategy resulted in 90% of their customer complaints which could have been found all over the internet. Around 2016, the European Union made this practice illegal and edreams (and other websites!) had to adapt.

And yes, many more websites did this. They were hiding fees until the last moment. Ryanair.com was a master in this back end the day. Luckily they started to care more about their customers.

We could go into more details about what this external consultant told us about edreams. But legally, we are not allowed to disclose this information without getting into trouble.

Judge for yourself if you want to book with edreams and if you trust them. Trustpilot is a great resource to check reviews for edreams .

For any spanish speaking users, make sure you check as well the Spanish reviews about edreams.com . They are eye-opening.

We do not think it’s good to go with a company covering so many fields like edreams . They cover: book flights, hotels, holiday packages, car rentals, and travel insurance.

Every single item is a massive industry and there can be issues with every single one. With renting a car, to stay at your hotel to insurance.

As a general rule, go to a specialist. For renting cars, check Discover Car Hire . For Hostels, check Hostelworld.

Why edreams is cheaper?

eDreams suggests cheaper pricer due to a trick. A dirty trick, some travelers might say.

They simply change the prices of the actual price, making them appear cheaper. In the last step, the final rate will be shown plus a big extra fee. You can find many complaints about this practice online.

5. Alternatives to edreams

So, let’s talk about the elephant in the room:

• Why is it cheaper?
• And is it trustworthy?
• is edreams ok and safe to book with?

As mentioned at the beginning, I compare different airlines and booking portals. The chances of finding cheaper flights with edreams or Kiwi.com are quite high. However, airlines websites could be even cheaper right?!

Always compare as there is no generic rule. Some hostels are cheaper on Hostelworld.com, others are cheaper on Booking.com. the same really goes for flights.

Almost every booking engine has their own agreement with the airlines. Some of them can give you a better price, sometimes there are special offers. I don’t know the background, and it doesn’t matter to a traveler.

All I want: a cheaper flight!

On our flight from Sri Lanka to Munich I used the website called kiwi.com. Before hitting the book-button, I compared the airline’s rate.

As it turns out,  I saved a sweet 56€ – by using kiwi.com!

Again, I used them for several flights as I got the best deal with them. So far I have had no issue with missed flight connections or lost baggage. Let’s hope this continues.

What alternative websites to edreams are there? For Flights:

• flights.google.com
• skyscanner.com
• the airlines directly on the website like Emirates

I use Google Flights for:

Google Flights covers the biggest range of airlines . BUT: They also do not cover all airlines in the world. I had to take a flight from Mexico to Spain, Google Flights did not show flights with Emirates .

Not sure if this was a one-time thing. But always keep this in mind. Always compare websites!

Type in your destination and let Google Flight do the magic.

I use Skyscanner for:

Skyscanner is fast loading and I love to check it out for comparing airline rates on specific dates .

Read: My full insider guide to how to use Skyscanner

It also comes with the multi city feature. They always add new features. One of my favorite one is their inspirational map.

It shows you cheap destinations in your area. You can filter by price and set the dates yourself. An interesting tool! Of course, since then they updated and implemented more and more cool features.

Skyscanner also shows now flights from Kiwi.com. So when you check Skyscanner, you might up ending using Kiwi.com anyways.

I use Kiwi for:

I use Kiwi for finding cheaper destinations and dates to fly . It is especially handy when I am looking for inspiration. Give me a good deal to a destination I’ve never been to and I’m in!

Obviously, I use all four websites to compare the rates.

Our final booking is made with….well, this really depends! We have used Kiwi.com in the past and had no issues. But when, we have received so many horrible comments, that in fact, we do no longer use them for the final booking step.

By now, we usually use the website of the Airline and check what Skyscanner recommends. So far we never ever used any discount websites for booking flights.

I use Omio.com for (update)

Since 2019, we are also using Omio.com a lot. It is a super fantastic tool to find transport, especially over Europe. So so so handy and easy!

You can compare flights, trains and buses. Pretty much any type of public transport.

I especially love the simple overview of your chosen flight. For instance, I checked a flight from Paris, France to Bangkok, Thailand.

• Your flight has a layover in Helsinki Vantaa Airport (HEL)
• Your flight is an early morning arrival to Bangkok (BKK)
• This is an overnight journey

It shows you the bullet points on important information right away. See the screenshot below.

What alternative websites to edreams are there? For Travel Insurance:

We have a full review of Safetywings .

Make also sure you read our detailed review of Heymondo .

Other detailed travel guides you need:

How to book your accommodation like a boss? 15 booking tips for hostels, hotels and apartments .

We also wrote a big review about Hostelworld and review about Tiqets , a website to purchase tickets to sights worldwide like the Colosseum and Eiffel Tower.

Also check out Klook.com in review for fantastic experiences across the globe. Make travel easier – book transport tickets with Omio. Here’s a genuine review of Omio to help you out. We also wrote a big review about Qatar Airways. A review for Etihad Airline is also on the way.

Who is Behind eDreams?

eDreams was founded by Javier Pérez-Tenessa de Block, James Hare, and Mauricio Prieto in Silicon Valley in 2000. In 2000, the company moved its headquarters to Barcelona, Spain. It launched in the Spanish and Italian markets, becoming the first online travel agency to offer its services in Spain. Javier Perez-Tenessa served as CEO from 2000 to 2015, when he retired. Dana Dunne now runs eDreams as CEO.

How Do I Get In Touch With eDreams?

You can contact eDreams customer support via the live chat on their website. You can also change or cancel your booking, request a refund, check your flight status, and lots more in ‘Manage my booking’ on the eDreams app or website.

Why eDreams is cheaper?

eDreams suggests cheaper pricer due to a trick. They simply change the prices of the actual price, making them appear cheaper. In the last step, the final rate will be shown plus a big extra fee. You can find many complaints about this practice online.

eDreams is a well-established and reliable online travel agent with great discounts on international holiday packages, flights, hotels, and car rentals. eDreams app offers a wide range of exclusive deals & discount codes, a hand luggage scanner, a flight tracker, a check-in, and boarding pass generator, and flight alerts.

But again, this only applies if everything goes as planned. They are many things that speak in for edreams, but also against using it.

• How to book hostels like a boss? Our essential booking guide for hostels and hotels
• The BEST hostels in Europe and the world: the 5 Star Hostels and how to book them
• Review of Get Your Guide.com – is it reliable?
• Sort out your iVisa and Onward Ticket before you book a flight

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All I can say for eDreams is that they are Fake, Fake, Fake unlimited times. This is the most fake and unprofessional company they are all fake, fake company, fake agents, fake vouchers, the only thing they will do is spend your money while trying to reach out to them by phone and they will never resolve the issues that they are causing, the only thing they will tell you is your issue has been escalated to the proper department and wait next 24, 48 and 72 hours to be resolved and it passed 12 days and 20 phone calls and they never resolved any issue, do not allow them to lie you and offer you any services they only will spend all of your money while trying to fix any issue and at the end of the day nothing can be solved with them, they are totally BIG FAKE and CHEAT COMPANY.

You are right. Glad you agree with my view.

Safe travels, Matt

I recently booked a flight ticket from edreams.com . They mentioned that the ticket can be cancelled for any reason and it will cost 20% of air ticket fee. I paid SGD 489 for one way flight ticket for one person from Singapore to Yangon. Cancellation can be done by phone only as they mentioned in their terms & conditions. By the way their phone no given is difficult to reach. When I reached them, I informed them to cancel my booking. They said they can refund me SGD 225 only which is 80% of air ticket fee (SDG 281.69). The rest SDG 207.55 is total service fee including flexible product (SGD 42.88), cancellation fee (SGD 49.01 & SGD 45), service option fee (SGD 30.63) and edreams service charges (SGD 40.03). I don’t know why they charge 2 times for cancellation fee. The staff said it is because I chose 2 times. It is non-sense. How many times can I chose for cancellation? Anyway, I requested them to send me Invoice which shows all the fees they charged. The staff said they will send me within 24 hour. But they didn’t show the breakdown when they sent to me. They just mentioned Intermediation service as SGD 207.55. After that they refund me SGD 225.96. So, I lost SGD 263.89 which is the sum of service fee SGD 207.55 and 20% air ticket fee SGD 56.34. I would never choose Edreams in future. They don’t have integrity and cheat the customer.

To be fair it’s been a while that I am using edreams – years in facts and I already booked I would say 30+ flights with them – intl long haul, medium and short range. I faced all type of issues such as flight cancellations, Covid-19 usual issues, and configurations with low cost airlines such as Ryanair. Not a single time did I have trouble in solving all issues. For me at least the experience is near perfect. Latest one was last week. I booked a Ryanair flight, around 40 Eur cheaper than on official Ryanair flight. True, I had to follow a weird identification procedure with Ryanair to get my boarding pass but apart from this, no issue at all. So far so good. I am prime and happy to be. Cheers.

Thanks for sharing. Personally, we do not use eDreams anymore. As mentioned, the only way we saw those $40 cheaper prices was when eDreams faked their own prices, just to later add them as a fee. Check in the article for more details. I do not know if they still do this.

E dreams is a scam when booking with Ryanair – they are not allowed to book Ryanair flights. SO be warned!!

And the biggest problem is – they don’t respond to any client queries and the callcentre always tells you that your query will be resolved within 48 hours – and it NEVER happens.

yes, I heard the same. A fellow traveler told me, eDreams is selling Ryanair flights at a higher rate. Then, when you as the customer want to make the check in, Ryanair makes your life hard. According to him, he needed to pay extra the ticket printing and something else. It was 0% worth it. Thanks for sharing your experience with eDreams!

All the best, Matt

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Latest Reviews

“i bought a flight througj edreams to kenya for 1580...”.

written by Jacquelinedavies on 09/06/2024

I bought a flight througj edreams to Kenya for 1580 euros. Etihad cancelled the flight. Not Me. So I expected to get a full refund from edreams. No chance. They only gave me back 1100 euros and kept the rest. Through no fault of my own I have lost over 400 euros. I could understand it if it was me that cancelled. But no, it was the airline. What a shabby, greedy company edreams are. I so wish I had read the reviews before I gave them my money

“Here is my story: I booked a ticket under this sham...”

written by Teddymoore on 31/05/2024

Here is my story: I booked a ticket under this sham masquerading as a Travel Agent. At first I was told to change dates I must pay additional R2 361, which I paid. After paying I was told unfortunately I must book again. So that means the R10 000 I paid I lost it Silly me I booked again and I was told for flex I must pay R18 000, I paid then I was asked for further R5 000. When I got to the airport I was told I can only fly to Dubai and I must pay another R23 000 to get to Dublin. Obviously I'm at the airport so I paid. Then they could change my flight so long story short I didn't fly I paid R45 000 to this company and still I didn't fly and no refund Please do not book use this company unless you want to be like me -R45 000

“Flexible ticket did not work, untrue over the phone call”

written by JelenaZ on 24/05/2024

Here is what happened: 1. I buy flexy tickets 2. I request a change (to pay only the difference, 40 euros) 3. They call me saying there is a system error, and to buy new tickets (which is now 140 euros more than the initial one), saying I will be reimbursed for that bigger difference as well, and that if needed, I can request the call recordings. 4. I (naively) do what they said 5. They say they can reimburse only for the cheaper tickets, and that they cannot provide me with the phone recordings after all (so the guy was untrue!) So, in the end, I got the more expensive tickets because of the flexible possibility, which could not work, so I paid extra to buy the new (really expensive last minute) tickets. And on top of that, they misled. Be careful and do not trust this agency, lesson learned.

“Appalling”

written by JayvonSutherland on 22/04/2024

Absolutely appalling service, would never ever use again. Beware as once they have your money they cancel flights!

“Flight changes ”

written by danedany123456789 on 02/04/2024

I had booked a flight on 30th of march this year from London to Rome,and someone had changed my flight date without permission or notification, so I went to the airport to the check in desk to ask for the boarding pass and when the person scanned my passport looked at me and said, you don't have a booking with us sir. I have showed him the confirmation on Edreams app and the email I've got from them and still I couldn't take the flight. I have contacted the customer suport while waiting inthe airport and the man there told me to buy another ticket if I want to fly to Rome and maybe they will refund me some of the money back. I have asked them to refund me te money back and they have told me to go to the airline to ask for refund. The airline told me to go back to Edreams if I've bought the ticket from them,and now as I type in this review I'm on the phone with customer suport for the last 48 minutes and nobody bothers to answer to the call. Edreas are a big pile of rubbish, the biggest shammers I've ever encountered.

“so it was my first time on edreams i booked the ticket...”

written by kapil96 on 07/11/2023

so it was my first time on edreams i booked the ticket and after few days the first leg got cancelled by the airlines, edreams keep asking me to wait for 48 hours for approx two months they kept saying the same thing in the end i got an email we cant help you and you need to contact directly to the airlines as airlines is not responding to us, after that when i reached to air canada they simply showed me the disclaimer that you have to contact to your online agent where you have booked the ticket, we dont entertain the people who buy the ticket from third party. i have been harassed by edreams i gave them calls more then 100 times in the end one customer executive told we cant help you as you are not our prime member and i would like to tell they have blocked me from chat executive option and removed my both the bookings from the app. i am calling them since june 9th and now its november 7th still no resolution provided, my worst mistake ever that i trusted the website of spain barcelona sitting in canada, i should rather trusted some indian websites.

“unreliable/untrustworthy”

written by Dustinz281 on 20/10/2023

I prepaid for a car for a 7pm pickup at Dulles Airport for 3 day rental. I got there at 730 p.m., found between 20 and 30 people waiting, no cars available. Waited 2.5hrs still no car. This was prepaid, so my car should have been there. Called them and was on the phone for another 45 minutes. They told me they couldn't do anything but would book me with another car rental. They told me, the total cost for a new rental was $190. I got to a new car rental location and they only booked me for one day. The original booking was for 3 days. The total cost for booking the new car for 3 days is $394. $ 204 more than my prepaid. And now they are refusing to get me a refund for my original booking. I travel a lot and so rent cars all the time. This is my worst experience ever.

“Circus Act”

written by Jaysbarbq on 10/09/2023

Absolute circus company! I booked tickets for my wife and daughter to return to London from their holiday in South Africa. I wanted to suprise them with a premium class seat. Booked on edreams and used the reference on the Virgin website. No problems so far. On the day of online check-in (24 hours prior to the flight) I could no longer use the Virgin reference on the Virgin site - reference not valid. On the day of the flight I contacted Virgin who informed me that the agent had cancelled the booking. Worried and shocked, I called edreams (which is a nightmare and lengthy process). Harish told me that my card was not authorised until the 3rd attempt, but it had indeed been authorised. Yet because it took THEM 3 attempts, they cancelled the booking and did NOT notify me. Wife and daughter now stranded without a flight and the bafoons at edreams wanting the change this £1800 flight to £2400!!  I asked Harish if there is anything they can do to help my family get home. They just offered me the £2400 flight which I declined. Read into the above journey... Do not use this pathetic, unprofessional service - using them exposes you and your family to believing your travel arrangements are in place when infact the edreams e-nightmare begins! I booked a same day flight from Virgin for less than the useless service at edreams offered. Do NOT use edreams... your booking is not safe nor is it an e-dream!

“Refund Issue”

written by Demetrius437 on 30/08/2023

This is the regarding refund issue of eDreams accommodations confirmation number: 9007112383568. In the first place, One of the eDreams customer support person(Aitihya) from shared an email with me saying that didn't find my hotel booking reference number. After 2 weeks, I got response from the eDreams customer support person(Siddharth) saying that they found accommodations booking reference number and escalated to account department. Later few days, I got one more email eDreams customer support person saying that I have to reach out Booking.com for my refund. They provided me Booking.com contact no in the email to get my refund. As per his suggestions, I called to Booking.com. They said we don't have such booking details and partners with eDreams. Then I called to 63492443 eDream Customer Support, one lady attended the call from eDreams Hotel Dept. She shared weird statement saying that they don't have such booking reference number. She transferred my call to another department, that said refund already initiated on 17th July. However I haven't receive refund so far. Pathetic customer service from eDreams. eDreams accommodations confirmation number: 9007112383568.

“Do not use!”

written by IANCBISHOP on 07/06/2022

Do not use this company. Please see edreams on Facebook. They do nothing but take your money. You will be very lucky to get your money back or anything out of them in return. Avoid at all costs.

“Refund takes forever ( maybe never)”

written by JadielSchofield163 on 11/04/2022

I booked a flight with edreams from Canada to the US. My flight was involuntarily cancelled by the airlines. This should be a straight forward refund but l'm still struggling to get a refund four months into this ordeal. Don't do any business with them! Customer service is unhelpful!

“Refund nightmare ”

written by Vivianaq119 on 11/03/2022

Dear All I am writing to you to raise an issue about: Travel Agent called “eDreams” The issue that I have experienced was: (My eDreams case 2549731 - Already raised with them) (There was a sudden death in the family abroad, therefore me and my mom had to leave the country) My case has been ongoing ever since I booked the ticket in an emergency to attend to a funeral on 21/12/2021 and there are no updates on my refund situation. I have only got a human interaction in online chat yesterday (10/03/2022) What I was told is that they are blaming it on the airline for the delay. They said there will be someone getting back to me. I don’t believe so. Why? All these days they didn’t send me any updates. Only when I sat the whole day and bombarding with messages on several sections of browser opened. That’s how I was able to get one agent. eDream didn’t rebook or reschedule my flight on the next day or the following day. They said the flight was FULL FOR THE WHOLE MONTH. It turned out to be a lie. Why? I was able to contact the airline checkin staff and the duty manager who confirmed there are seats available. (Please refer to the airline booking reference as quoted above) I was at the airport literally begging on the phone with them. But they refused. I had to buy a new pair of ticket with Opodo the next day and fly to attend the funeral of family member. They promised a full refund via insurance or half by themselves. Nothing as been materialised. All just the time pass. eDreams are only money minded, not really a humane there are no after sale service. No real refund policy in place. Not answering the phone calls no emails are replied, just blame it on pandemic. I was very much upset and frustrated on top of the loss of family member. On the other hand my elderly mother who was with me, was almost fainted. I felt like almost a dead man myself. It occurred on: 21-12-2021 This meant that I had to purchase new tickets and fly the following day. It has pushed me in a financial difficulties. Mother was very much affected by their treatment. All I need is a refund I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply to this email address. Yours faithfully,

“To be avoided!”

written by mnMcGinnis478 on 26/02/2021

Do not book with eDreams! If there is a problem, like a ticket being cancelled due to Covid, you cannot get hold of them for a refund or vouches! There is no valid email or phone number and the online chat is a laugh! I can’t believe they are still allowed to operate!

Jean_Portugal's Comment

Written on: 12/07/2021

Imagine a company (eDreams) running without customer care number? No Phone call support, no email support? Wonder how come they have not mentioned the phone number on their website? I lost my €321 and eDreams is not ready to refund the amount. Never book air-ticket with eDreams.

“Excessive mark up on Easyet's price”

written by on 31/10/2019

I made the mistake of using eDreams site when I was having a slight problem with Easyjets site for return flights to Alicante. Result was that they charged me approximately 50% more for the same flights and extras. I have advised all my friends and contacts to avoid this company. I am trying to get hold of their Customer Services Department so that I can write to the manager.

“Completly underhanded way of doing business”

written by JohnCambell on 26/09/2019

I booked a flight on this site which fitted my travel plans. At the end of the process it quoted me €138. The confirmation email told me that I had been charged €162. No explanations, no intimation that I was being charged other that what was quoted. When I tried to contact customer service I got a robot. Typical. I think I will try to report it to the ombudsman!

“BEWARE ”

written by Kendalq150 on 10/04/2019

They double booked me so I called before the day of my flight to fix the error they made...they said it’s been fixed only one flight they assured me and I even got a name of the associate who I thought fixed my troubles. We went over it more than ten times and UJJAL BURMAL assured me only one booking and I would get refunded. A month later I call to ask about my refund and they said nothing was ever canceled and to file a complaint on their end. I ask to speak to a manager and was told they were going to investigate the recording of the call and to call back in two days...to be determined.

Jaddler's Comment

Written on: 31/10/2019

A one star rating out of five says it all. Avoid is my opinion

“Lip Service, not Customer Service”

written by jhesse1738 on 07/01/2019

Booked flights from ATH to EFL on Nov 18 and discovered in email confirmation that departure times to EFL had changed from what I booked, times were earlier than our arrival at ATH. Immediately contacted eDreams and they said the flights would be refunded so I rebooked the correct times. After two weeks, the airfare was not refunded. Contacted again on Nov 23 and Dec 17 and was continually told the refund would be done in 7-10 days. Still nothing done by Dec 31. Again told the same story. Finally called Jan 4 and was asked to send copies of credit card billing. Today asked to call Customer Service, and they told me eDreams could not do anything, contact the Airlines. Why was this information not given the day I rebooked. The Airlines has not responded. I strongly suggest not doing business with eDreams as they are very inept in taking care of any issue. The service charge that eDreams charges was refunded, but nothing done about the higher amount of airfare. In addition to this booking, I have booked over $2000 USD with this company. Now I am wondering what kind of other issues I will have with my future travel plans.

“Do not deal with eDreams”

written by LarysaMitina on 29/12/2018

Dealing with eDreams,I booked a round trip B'ham-Budapest-B'ham. The flights should be fulfilled by different airline companies. The first company had cancelled its flight to Budapest, but EDreams didn't offer me an alternative flight to Budapest. Consequently I could not get Budapest and use the flight from  Budapest to B'ham. As result my whole trip was ruined, I lost about half of the paid money, which includes the cost of the return flight plus the whole eDreams' administrative fees, i.e. eDreams got its whole profit, losing NOTHING, when I have lost a half of the paid money, though I didn't breach any eDreams' rules. What an amazingly dishonest company is the eDreams! Mrs L. Mitina

“Worst mistake of my life ”

written by Tincga on 21/08/2018

They book a flight , they call u to say that flight details have changed.they give u several phone numbers which are all routes to India ALL PREMIUM LINES -United Kingdom:  -United States:  -Canada:  -Australia:  -New Zealand:  -United Arabian Emirates:   -South Africa:  -Singapore:  -Rest of World:   THEN When u call them they say hold my manager has to approve becoz the new connection costs more. You hold 15 minutes and the call disconnects. You call back the computers are not working . Then finally after loosing $50 they pass u to accounts department and they say it's all sorted. You think it's over NO THINK AGain ON day of return flight , you try to check in, they have blocked yr ticket . Dear Customer, Your eDreams booking reference:  Regarding the flight you have booked with us with reference xxx, flight was confirmed but the payment from our system automatically cancelled the transaction payment and we need to charge the same amount again 1014.70 EUR. We are sorry for the inconvenience. We would like to advise you of please call ASAP to make the payment: THIS WAS NOT THE CASE( payment had gone thru be4 the outgoing flight ) , one call $5 a minute later they say All fixed. I asked what was the purpose of the call, ? they waste time by LET ME GET YOUR DETAILS . Takes about 10 min, my tickets are released and journey went well. WORST MISTAKE OF MY LIFE . I have never felt so stupid in my life

“Call me sucker”

written by frwood on 17/04/2018

Booked a flight from Edmonton to Phoenix return from the Canadian website and charged in US dollars. Can't contact the claims department. Finally got a phone number that worked to to Help desk through Visa, but the website link to the claims wouldn't work. Asked the help desk to send me the link, and the reply contained no link. Avoid!

Edreams's Response to frwood's Review

Written on: 30/05/2018

Hello, Thank you for your comment. Can you please send us your booking reference number so we can look into this further for you? Best regards, Christos - Customer care.

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eDreams   Reviews

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Reviews 4.4.

288,073 total

Most recent

Excellent experience

Date of experience : January 26, 2024

Reply from eDreams

Thank you very much for your positive review! We appreciate you taking the time to share your kind words. It will be our pleasure to serve you again in the future. Best regards, Customer Care team

Very helpful staff

Thank you for taking the time to write this review! Your feedback is important to us and helps us to continue to improve our service. We are grateful for your business and hope you will choose us again for your future travel. Sincerely, Customer Care team

politesse commerciale

politesse de l 'interlocuteur

Date of experience : January 25, 2024

Our sincere thanks for your positive words and feedback. As a valued customer, we look forward to serving you again. Best regards, Customer Care team

eDreams is trying to SCAM you

eDreams is trying to SCAM their customers. I have bought flight ticket from them and was forced to subscribe to Prime "trial" to get the advertised price. They stated that I can cancel my subscription anytime on my own in their app or on their website, however that is not true. There is no option to do so. So you will eventually have to ask your bank to block them. So basically they are SCAMMERS.

Hi Danas, 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

thank you everything was very cool I am…

thank you everything was very cool I am grateful to you for everything be happy

all i.o very competent tali

Ski luggage.

ski luggage was added by chat

Thank you for your positive feedback and for taking the time to post it! We are delighted that you had a great experience and look forward to being of service to you again in the future. Best regards, Customer Care team

Very good site

Very good assistance.

I canceled my prime subscrption because I am not using. The service wad good, though.

GREAT. GREAT GUY

It was great!!!

Sylvie thank’s.

……………….:;;3

Perfect answer to my interrogation

Perfect answer to my interrogation, thanks Hassane !

Date of experience : January 24, 2024

very good experience

Dan was very helpful with my request.

Dan was very helpful with my request. I'm glad that my request was handled with exact information.

Tickets price were great value at the…

Tickets price were great value at the time of purchase, easy to buy them. Overall all good, just if buying too short notice, like we did, in a less than 24h frame on Christmas Day, you might encounter problems at checking in. My advice is to buy them plenty time in advance.

I requested a credit because I did not…

I requested a credit because I did not enter into a contract. so very willingly they agreed and promised me even more than a credit.

Date of experience : January 23, 2024

Very kind she offers me a lot of…

Very kind she offers me a lot of products and finally understands what i need

Subscription Model Drives Record Customer Advocacy and Satisfaction Rates for eDreams ODIGEO

eDreams ODIGEO (‘The Company’), the world's leading travel subscription platform and one of Europe’s largest e-commerce businesses, today announced that it has achieved record customer advocacy and satisfaction levels following the pivot to a subscription-led model. This is supported by millions of data points, including customer related KPIs 1 that are included in the Company’s Non-financial Statement that is independently verified by external auditors, ensuring a robust and comprehensive representation of the business’ customer base.

This milestone reflects the success of the Company’s 3.5-year strategic roadmap, initiated in 2021. The plan focuses on expanding Prime as the leading global subscription platform that offers travellers convenience, flexibility, cost-effectiveness and AI-tailored travel plans – a unique proposition in the travel industry. Now in its final fiscal year, the strategic roadmap is set to conclude in March 2025. The results underscore the growing importance of subscriptions as a primary model of retailing and evidence strong consumer demand and satisfaction rates:

- Overwhelming customer satisfaction confirmed by 1.5 million surveys

A vast sample of 1.5 million post-assistance customer surveys carried out throughout fiscal year 2024 revealed that 9 out of 10 customers reported being very satisfied or satisfied with the service received. While the Company strives for 100% customer satisfaction, the improvements implemented have already delivered remarkable results. This customer related KPI 1 is included in the Company’s Non-financial Statement that is independently verified by external auditors.

- Prime members: A highly engaged and satisfied community of travel subscribers

The Company’s Net Promoter Score (NPS), an industry-standard metric for customer advocacy, has improved by 52% among Prime members since 2021. This survey is based on thousands of monthly responses. Additionally, the booking repeat rate among Prime members has surged by 41% since 2021, with Prime members now booking 3.8 times more frequently than non-subscribers, reflecting that Prime members are a highly engaged community of travellers who value the benefits of the travel subscription model.

- Superior ratings on external platforms

Data publicly available on external platforms also validate the ever-increasing customer advocacy and satisfaction rates achieved by eDreams ODIGEO. The Group’s leading travel agency brands eDreams, Opodo, and GO Voyages now boast a 4.4 out of 5-star and an ‘Excellent’ rating on Trustpilot, significantly surpassing competitors in the online travel sector, after growing a remarkable 26% since the strategic roadmap was unveiled. This rating, based on a large sample of customer reviews, positions the eDreams ODIGEO brands well ahead of other online travel agents, which have an average rating of 2.0, and airlines, with an average of 1.5.

- AI-powered customer service drives increased efficiency

Investment in AI-powered solutions has dramatically improved customer service efficiency and quality. Automated and AI-driven systems now support 95% of all customer requests, which has resulted in significant operational efficiencies and a 75% reduction in contact rate since 2021. For Prime members, the speed of answer has improved by 78% since 2019, with response times now averaging just 60 seconds. These enhancements have enabled faster case resolution and increased availability, contributing to higher customer satisfaction.

Gerrit Goedkoop, Chief Operating Officer at eDreams ODIGEO said: “Our commitment to leveraging advanced AI technologies has significantly enhanced the overall customer experience. These technological advancements have allowed us to anticipate our customer's needs and respond with unprecedented speed and accuracy, ensuring that travellers receive the best possible service. The rising customer satisfaction levels following our pivot to a subscription model are further evidence of the attractiveness of this model, which focuses on personalised service and offerings tailored by the latest AI technologies, enabling a premium and unique experience. We are proud to see such positive outcomes from our strategic investments and are committed to continuing to enhance our services moving forward as we continue to grow our subscription platform, the first of its kind in the industry”

About eDreams ODIGEO

eDreams ODIGEO is the world’s leading travel subscription platform and one of the largest e-commerce businesses in Europe. Under its four renowned online travel agency brands – eDreams, GO Voyages, Opodo, Travellink, and the metasearch engine Liligo – it serves more than 21 million customers per year across 44 markets. Listed on the Spanish Stock Market, eDreams ODIGEO works with nearly 700 airlines. The business launched Prime, the first subscription product in the travel sector which has topped 6 million members since launching in 2017. The brand offers the best quality products in regular flights, low-cost airlines, hotels, dynamic packages, car rental and travel insurance to make travel easier, more accessible, and better value for consumers across the globe.

1 The customer related KPIs (measures for consumer health and safety, complaint systems, received complaints, and their resolution) are included in the Non-financial Statement that is independently verified by an external auditor.

View source version on businesswire.com: https://www.businesswire.com/news/home/20240618338802/en/

EDREAMS ODIGEO PRESS OFFICE: E: [email protected] T: +(44)07879086840

Subscription model drives record customer advocacy  and satisfaction rates for eDreams ODIGEO

eDreams ODIGEO (‘The Company’), the world’s leading travel subscription platform and one of Europe’s largest e-commerce businesses, today announced that it has achieved record customer advocacy and satisfaction levels following the pivot to a subscription-led model. This is supported by millions of data points, including customer related KPIs  that are included in the Company’s Non-financial Statement that is independently verified by external auditors, ensuring a robust and comprehensive representation of the business’ customer base.

This milestone reflects the success of the Company’s 3.5-year strategic roadmap, initiated in 2021. The plan focuses on expanding Prime as the leading global subscription platform that offers travellers convenience, flexibility, cost-effectiveness and AI-tailored travel plans – a unique proposition in the travel industry. Now in its final fiscal year, the strategic roadmap is set to conclude in March 2025. The results underscore the growing importance of subscriptions as a primary model of retailing and evidence strong consumer demand and satisfaction rates:

• Overwhelming customer satisfaction confirmed by 1.5 million surveys

A vast sample of 1.5 million post-assistance customer surveys carried out throughout fiscal year 2024 revealed that 9 out of 10 customers reported being very satisfied or satisfied with the service received. While the Company strives for 100% customer satisfaction, the improvements implemented have already delivered remarkable results. This customer related KPI 1 is included in the Company’s Non-financial Statement that is independently verified by external auditors.

• Prime members: A highly engaged and satisfied community of travel subscribers

The Company’s Net Promoter Score (NPS), an industry-standard metric for customer advocacy, has improved by 52% among Prime members since 2021. This survey is based on thousands of monthly responses. Additionally, the booking repeat rate among Prime members has surged by 41% since 2021, with Prime members now booking 3.8 times more frequently than non-subscribers, reflecting that Prime members are a highly engaged community of travellers who value the benefits of the travel subscription model. 

• Superior ratings on external platforms

Data publicly available on external platforms also validate the ever-increasing customer advocacy and satisfaction rates achieved by eDreams ODIGEO. The Group’s leading travel agency brands eDreams, Opodo, and GO Voyages now boast a 4.4 out of 5-star and an ‘Excellent’ rating on Trustpilot, significantly surpassing competitors in the online travel sector, after growing a remarkable 26% since the strategic roadmap was unveiled. This rating, based on a large sample of customer reviews, positions the eDreams ODIGEO brands well ahead of other online travel agents, which have an average rating of 2.0, and airlines, with an average of 1.5.

• AI-powered customer service drives increased efficiency

Investment in AI-powered solutions has dramatically improved customer service efficiency and quality. Automated and AI-driven systems now support 95% of all customer requests, which has resulted in significant operational efficiencies and a 75% reduction in contact rate since 2021. For Prime members, the speed of answer has improved by 78% since 2019, with response times now averaging just 60 seconds. These enhancements have enabled faster case resolution and increased availability, contributing to higher customer satisfaction.

Gerrit Goedkoop, Chief Operating Officer at eDreams ODIGEO said: “Our commitment to leveraging advanced AI technologies has significantly enhanced the overall customer experience. These technological advancements have allowed us to anticipate our customer’s needs and respond with unprecedented speed and accuracy, ensuring that travellers receive the best possible service. The rising customer satisfaction levels following our pivot to a subscription model are further evidence of the attractiveness of this model, which focuses on personalised service and offerings tailored by the latest AI technologies, enabling a premium and unique experience. We are proud to see such positive outcomes from our strategic investments and are committed to continuing to enhance our services moving forward as we continue to grow our subscription platform, the first of its kind in the industry”  

Related posts:

• eDreams ODIGEO boosts customer booking confidence with launch of COVID-19 insurance
• eDreams ODIGEO successfully raises €75 million to accelerate its deleveraging and further support its continued strategic growth
• eDreams ODIGEO successfully refinances its debt
• eDreams ODIGEO and Travelport significantly expand strategic technology partnership

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