eDreams

Who is eDreams?

eDreams is an online travel agent based in Spain that allows customers to mix and match flight/hotel packages from 665 airlines and hundreds of thousands of hotels. Both eDreams and its sister company, Opodo, are owned by the eDreams Odigeo group, one of the world’s largest online travel companies. Both brands are more well-known across the rest of Europe than they are in the UK.

Find out more: What is a package holiday and why should you book one?

Which? verdict

eDreams was the cheapest provider in our 2023 survey, but it also came at the bottom of our table of beach/resort providers. Customers reported that the reality of their holidays didn’t match up to what they had been sold, and complained that it was difficult to get hold of anyone to help when things went wrong. Look elsewhere.

eDreams customer ratings

What's eDreams like?

Like many other online travel agents, including Lastminute.com and Love Holidays, eDreams struggles to compete on customer service. 

In our beach/resort holidays category it received a mediocre three-star customer service rating, and when we read people’s stories it was clear that many had found it difficult to get help. Readers complained that staff were ‘hard to get hold of’ on the phone. It was ‘very frustrating’, said one customer. This echoes our experience at Which?. When we tried to test eDreams on its advisors’ understanding of the Package Travel Regulations, we simply couldn’t get through to anyone.   

It’s also very revealing that despite eDreams’ average price per night, being the lowest overall in our survey (at £72pp), it only got a mediocre three-star rating for value for money. Clearly some people wished they’d paid a bit more than the bargain-basement rate once they were confronted with the reality of their holiday. For an extra £26pp per night, they could have booked with Hays Travel, a Which? Recommended Provider.

Many people did have acceptable holidays with eDreams. The accommodation and organisation got four-star ratings. And those who booked a family holiday with eDreams did give it a better four-star rating for value for money. 

But for many holidaymakers the holiday simply didn’t live up to the way it was sold to them on the website. It was the only firm to get a poor two-star rating for ‘description matching reality’.

Should I book with eDreams?

No. It may be the cheapest, but our survey found that you may well be disappointed when you get there, and if something goes wrong, you can’t guarantee that anyone will be able to help you. There are plenty of better-rated tour operators and even online travel agents that will find you a great-value holiday.