Hi, your service is great, however, I had to cancel my trip and I can no longer afford to pay for the prime subscription. Thank you for the call experience and for helping me to cancel my subscription... See more
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Review summary
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Reviews shaping this summary
My booking reference: 25847782886. Shaaima (I hope I’ve spelt her name correctly!) was absolutely fantastic! She resolved my issue incredibly quickly and efficiently, and I couldn’t be happi... See more
The staff member was incredibly kind, helpful, and understanding. I was planning to cancel my membership, but after speaking with him, I changed my mind because of the excellent service he provided. H... See more
The agent who helped me was absolutely amazing. English is not my first language, yet he was extremely patient, kind, and understanding throughout the conversation. He handled everything perfectly and... See more
Company details
About eDreams
Written by the company
eDreams is a global leader in online travel, founded in 1999 in Silicon Valley.
With eDreams Prime, the first and largest travel subscription programme, eDreams is revolutionising the way people travel.
eDreams offers travellers a hyper-personalised and seamless way to search, book and manage trips across flights, hotels, rail, dynamic packages, car rental and more.
eDreams is part of the eDreams ODIGEO Group, the world’s leading travel subscription platform serving millions of customers globally.
Resolve issues quickly, and receive top-notch support effortlessly!
| Customer Service |
Find out our exclusive savings on flights, hotels and cars. Over 7 million people travel with Prime.
| eDreams Prime |
Search, find, and book cheap flights with ease—your journey starts here!
| eDreams Flights |
Find now better deals looking for flights + hotels.
| eDreams Flight + Hotel |
Find the best hotels for your next vacation:
Best price guaranteed or we refund 2x the difference.
| eDreams Hotels |
Compare train tickets in eDreams and find a different way to travel the world! (Available for the Spanish and Italian markets)
| eDreams Trains |
The smartest way to unblock more destinations in one go!
| Multi-city Flights |
Do you need a car at your destination? We’ve got you covered!
| eDreams Cars |
Meet the whole company and all our brands.
| Our brands |
eDreams Prime
Written by the company
- The world's largest travel membership
- Join millions of Prime subscribers and save every time you book. With Prime, you can unlock savings of up to €100 per flight, €270 off accommodation, and car rentals from just €12/day. Enjoy price freeze, VIP customer support, and the flexibility of a refund within 48 hours for extra peace of mind. Plus, we guarantee the best price on flights and hotels, or we’ll pay 2× the difference. Want even more? Upgrade to Prime Plus to access our highest discounts, enhanced benefits, and priority support for a truly premium travel experience
Contact info
Calle de Manzanares 4 , 28005, Madrid, Spain
- www.edreams.com
eDreams Prime
4.3
Excellent
432K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
I wanted to cancel my.membership but it…
I wanted to cancel my.membership but it is locked for a year least she reduced the price
October 29, 2026
Alisha helped out a lot
October 27, 2026
intuitive platform and good customer service
Very easy and intuitive platform, great discounts.
Plus customer service is great!
October 29, 2026
I wouldn't use them for booking a…
I wouldn't use them for booking a flight again. My booking had hidden charges and proved to be more expensive than same flight booked directly with the airline by a friend. Booked once and never again.
October 19, 2026
Unprompted review
Great communiation
It was really easy to communicate and there wasnt any language barrier so it was very smooth.
Customer service was excellent.
Solution was instant.
October 28, 2026
May use AI-assist with repliesRead more
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
**Extremely Poor Customer Service
**Extremely Poor Customer Service, Unexpected Subscription Charges and No Accountability**
My experience with eDreams has been extremely frustrating and disappointing. Based on the way our situation has been handled, I would strongly advise other travellers to think carefully before booking through this platform.
Due to a serious medical concern, my doctor advised me not to travel because of the risk of possible medical complications. Given our imminent departure, we contacted eDreams several times to explain the situation and seek an urgent resolution. Instead of receiving clear assistance, we felt that we were being passed from one party to another, with no one willing to take responsibility for resolving the matter.
On several occasions, eDreams advised us to contact the airline directly. We followed their instructions, only to be told by the airline that it would not deal with us directly because our tickets had been booked through eDreams. In other words, eDreams sent us to the airline, while the airline directed us back to eDreams. We were left going around in circles, wasting valuable time while facing an already stressful medical situation.
To make matters worse, our bank account was also debited for an eDreams subscription that we were not expecting and for which we had not received a clear prior notification. This unexpected charge has added to our frustration and raised serious concerns about the transparency of the company's subscription practices.
We have made repeated attempts to obtain assistance, explained the urgency of our situation and demonstrated our willingness to provide any additional medical documentation required. Yet, instead of receiving practical support and clear answers, we have been left feeling that our concerns are not being taken seriously.
Frankly, **this feels like being passed around in circles, with nobody willing to take ownership of the problem.** Customers should not have to make numerous calls, repeat the same explanation and chase different parties simply to obtain assistance with a booking made through the platform.
I understand that refunds and medical exceptions may be subject to airline policies and ticket conditions. However, that does not excuse poor communication, a lack of clear guidance or the failure to provide meaningful assistance to customers who booked through eDreams in good faith.
I expect eDreams to:
* Urgently review our medical travel situation and provide a clear written response regarding our options.
* Explain the unexpected subscription debit and arrange a refund if the charge was not properly authorised.
* Take responsibility for liaising with the airline, rather than repeatedly directing us to a party that has already refused to deal with us directly.
* Provide a fair and transparent resolution without further unnecessary delays.
**Booking a ticket should not become a nightmare when an unexpected medical situation arises.** Customer service must mean more than collecting payments and directing customers elsewhere when they need help.
This experience has seriously damaged my confidence in eDreams. I hope the company takes this complaint seriously and resolves the matter, but based on our experience so far, I cannot recommend its service.
I am sharing this feedback to make other travellers aware of the difficulties we have encountered and to encourage eDreams to improve its transparency, accountability and customer support.
October 28, 2026
Unprompted review
Reply from eDreams
Hi Sanjana,
Thank you for your message. In order to properly review your case and provide a detailed answer, we need a few more pieces of information.
Please contact us privately and at your earliest convenience with the following:
Your booking ID (included in your confirmation email)
The email address used to purchase your booking (if different from the address you're using to contact us)
A full description of your situation and/or request
Once we have received these, we will gladly help you and answer any questions you may have.
Sincerely,
Vicky
Customer Care Team
good customer service
October 28, 2026
Kind and understandable team
Kind and understandable team. Thank you for the service!
October 28, 2026
❤️❤️❤️👍🏻👍🏻
❤️❤️❤️❤️❤️❤️❤️❤️❤️❤️❤️❤️❤️❤️❤️❤️❤️❤️❤️❤️❤️❤️❤️❤️❤️❤️❤️❤️❤️❤️❤️❤️❤️❤️❤️❤️❤️❤️❤️❤️❤️❤️❤️❤️❤️
October 27, 2026
me cobraron el check in de ryanair de…
me cobraron el check in de ryanair de ida i vuelta a Roma y Edreens no me lo reembolsa gracias
October 26, 2026
The person on the line dealt with our…
The person on the line dealt with our request efficiently and successfully
October 26, 2026
Excellent customer service!
October 28, 2026
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