eDreams21 reviews
This score is based on 21 genuine reviews submitted via BritainReviews since 2019.
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Right, so this is a proper mix of annoyance and slight relief. I flew from London to Sarajevo on 15 July 2025 — first time with Ryanair and booked through eDreams — and the whole check-in saga spoiled the start. When I tried to check in online the site told me to do it at the airport, which I trusted and didn’t screenshot because I assumed it was fine. At the airport I was asked to pay £220 because I hadn’t checked in online. That felt like being ambushed. On top of that I paid £70 for what I thought was a small carry-on. I’ve got the receipt, and my son rang customer service twice but nothing came of it. I kept waiting for a refund or any sensible explanation, but by 30 August there was still no movement.
Not the smooth trip I hoped for
Funny how you can spend hours finding the right flight and then it all unravels on the phone. I booked what looked like a decent premium seat from Bangkok to London on Norse via eDreams because I needed extra baggage and flexibility — I'm heading home to see my mum and that made me fussier than usual. The website did its job, fares seemed reasonable, and I felt relieved... for about a day. I get a call the next morning saying the flight was oversold and the only offered reroute was via Zurich with a 21-hour layover. No thanks. The agent I first spoke to was trying to help and even mentioned two Emirates options via Dubai, which sounded much better, but the call dropped. Then I got someone else who basically talked over me, said the colleague was wrong and that the only choices were a refund or the awful Zurich option. He refused to transfer me and insisted on refunding, end of story. Felt abrupt and rude, honestly. Now I'm waiting up to ten days for the money back and trying to cancel their Prime thing which they push everywhere — can't get anyone on the line to sort that either. All in all the booking bit was fine, felt easy, but the customer service turned it into a headache. A shame, because I've had smoother experiences with other sites. Just a heads-up if you need flexibility and any human help — it's a bit hit-and-miss.
Baby, three bags and a runaround
work in Italy, weekends back home, carry-on only whenever possible. The confirmation from the agent said each passenger could have one hand luggage and one small bag, so I wasn't expecting a fight. What actually happened was petty and tiring: the ground handlers insisted only two cabin items between the three of us would fly with us as cabin luggage and, despite the booking showing otherwise, they made me pay 600 MDL (about €30) for the extra bag. They only relented after I pushed and mentioned the baby, which is exactly the sort of thing you don't want to be arguing about when you have an eight-month-old with you. I sent e-mails straight away with the booking screenshot, the airport receipt and flight details — I thought that would be enough. Instead, communication turned into a loop of templated replies, questions I'd already answered and delays. It felt like speaking to a bot that occasionally asked the same question twice. One small positive: the same day customer support eventually acknowledged receipt and passed on a claim number, so it wasn't entirely radio silence. But that's where it stopped — no real follow-up, no attempt to contact the airline or the handling agent, and no written guarantee the return flight won't go the same way. Practically, the trip itself went fine aside from the added stress and the hit to the wallet; flights were on time, transfers worked, baby slept through most of it. Emotionally, though, it left a bitter aftertaste — not catastrophic, but annoying and avoidable. If you're a regular traveller like me who depends on predictable luggage rules because you're juggling work, a child and short connections, this is the sort of hiccup that makes a big difference. I'll give them a chance to sort it properly and refund the fee, but until then I won't trust them for any non-urgent bookings. If they fix the process and actually talk to their partner airlines, I'm happy to change my mind; as it stands, it's a reluctant three-star experience.
A handy surprise on a hectic morning
the e-ticket landed in my inbox almost immediately and the booking reference matched the airline record, so no faff at the desk. I’ve used Prime a few times now for work trips and a couple of short family breaks; it’s become one of those practical bits of my routine, like making a coffee before leaving. Customer service has been surprisingly human too — on one occasion I rang about a seat assignment and got a friendly person who actually listened, checked things properly and called me back when they had an update. That sort of follow-up matters when you’re trying to organise a day around a flight. Price-wise it’s a mixed bag; sometimes the Prime offers save me a few quid, other times a direct airline fare is cheaper, so I still double-check. Overall I’d recommend it if you value quick confirmations and decent support when things go sideways — especially if you travel a bit regularly and want to remove some of the stress from last-minute planning.
Quick and efficient customer service
I had a problem with my booking the other day, so I contacted customer service for some help. The person I spoke to was really polite and helpful. They listened to my issue carefully and managed to sort it out quickly. I was really impressed with how smoothly everything went and I'm thankful for their great service.
Flight ticket issue resolved
At first, I was really annoyed about my flight ticket issue but I was actually quite impressed with how helpful the customer service rep was. They were so nice and patient in sorting out the problem quickly for me. I really admire how fast and effective the customer service team were at solving the issue. Thanks for rescuing my travel plans, I feel so much better now!
Misleading low airfares
I've just had a right mare trying to book flights on a popular flight search website. Thought I'd hit the jackpot with some seriously cheap fares, but as soon as I went to confirm my booking, the prices shot up big time. Can you believe it happened not once, but twice today? The first time, the fare went up by a whopping 400 quid, and the second time it was an extra 200 quid on top of the original price they showed me.
Flight booking
I was really pleased with the service I got on the phone. The advisor knew their stuff, was really polite and took time to answer all my questions. It was a nice experience and now I feel like I know more about my choices.
Great Customer Service
I had a chat with this guy, Vinay Kumar, and he was really cool and helpful. He explained to me all about this Prime membership stuff and how it can save me some cash. I'm really pleased with this company and the service they offer.
Flight bookings from London to Morocco via Portugal
I had a good experience with the customer service rep, even though I wasn't happy with the luggage rules. The lady who helped me was really understanding and gave me some good options. I told her about the strange difference between 0 checked bags from London to Portugal and 2 checked bags from Portugal to Morocco, and she listened and tried to find a solution. I wasn't totally happy with how things turned out, but her professionalism and help made it easier to deal with.
Flight booking assistance
I had a really positive experience with a customer service agent called Elita when I was booking my flight. She was super friendly and helpful from start to finish. Elita made sure everything was sorted and put in the effort to prevent any potential problems down the line. Thanks to her efficient and smooth handling of the situation, I managed to book my flight with ease. I was genuinely impressed by the great customer service she gave.
Help from Alika was amazing
Alika was a massive help with all my questions and took the time to explain the different memberships in detail. She was really friendly and answered everything perfectly. I definitely think she deserves a raise. I'm really pleased with the company as well.
Charged for unused service
I had a terrible experience with the service last year and was really surprised when I saw that I had been charged again this year, even though I hadn't used it at all. When I spoke to HOO7 about it, he wasn't able to give me a refund but he did give me a 90 USD voucher, which was nice of him. He was really friendly and understanding about the whole situation.
Difficulty in cancelling online
I had a bit of trouble trying to cancel my order online the other day. I tried really hard to do it myself, but it just wasn't happening. I ended up having to call customer service for some help. Luckily, I spoke to a really nice guy who did his best to help me out and managed to sort everything out in the end.
Overcharged travel booking
I had such a bad time booking with that company from the get-go. They surprised me with extra charges, attempted to get me signed up for a subscription I didn't agree to, and then upped the fees by a crazy amount with their membership cost. It was all a complete rip-off and it's left me feeling really annoyed. I'll definitely steer clear of them in the future.
Dodgy company
I wouldn't even consider doing business with that company - I've actually already made a complaint about those scammers. Their customer service is absolutely useless, and they don't give a damn about helping you with any problems you might have. I'd steer well clear if I were you!
Confusing charges
Well, I bought something online, and then I noticed a lot of strange charges on my card. I was really panicking, thinking like, what on earth is happening? But then this really lovely person came to my rescue and sorted everything out. They were so kind and supportive, I can't express my gratitude enough. They truly came to my rescue!
Got help with my Prime subscription
Hana was really helpful sorting out my Prime subscription issue and she explained all the great benefits and savings that come with Prime. She even gave me some extra incentives to make sure I keep my subscription running. Big thanks to Hana!
Compensation received
I was grateful for the compensation I received and found Karim, the customer service representative, to be quite helpful. However, I still have some concerns. I can't delete my card details because it's required to keep a card on file as a member, and that makes me feel uneasy. I'm worried about being charged again next year without realising it, which could result in unnecessary calls to sort out the problem. This isn't an issue on other platforms, so it should be fixed from a technical perspective. I'm generally satisfied with my experience this year, but there are definitely areas that could be improved upon.
Flights booking
I recently booked a flight with this company and let me tell you, it was an absolute nightmare. I was promised flexible tickets that I could change or get a refund for, but when I tried to make adjustments to my booking, they said it couldn't be done. On top of that, their customer service was useless and impolite, and I felt like I was being ripped off. It's obvious that this company is only interested in making money from customers who aren't aware of their shady practices by selling expensive, non-refundable tickets. I won't be using their services again and I would recommend others to avoid them too.
About eDreams
eDreams is an online travel agency that specialises in providing a wide range of travel-related services including flights, hotels, car rentals, and holiday packages. Established in 1999, the company operates globally, allowing customers to search, compare, and book travel products through its user-friendly platform. eDreams is part of the eDreams ODIGEO group, one of the world's largest online travel companies, which serves millions of customers across over 40 countries. The company is headquartered in Barcelona, Spain.
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Holidays and Trips | Cheap Holidays Reviews & Experiences | Plane Tickets Reviews & Experiences
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Last update: November 2025
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