Terrible after sales support

I have genuinely never experienced customer support as catastrophically bad as eDreams.

On multiple occasions I needed to make simple amendments to flight bookings, and each time turned into an exhausting nightmare of AI bots, dead ends, and deliberate obstruction designed to prevent customers from ever speaking to an actual human being.

The process starts with their useless chatbot, which traps you in an endless loop of irrelevant automated responses. No matter how clearly you explain the issue, it keeps recycling the same scripted nonsense without resolving anything. It feels intentionally designed to wear customers down until they give up.

After fighting with the chatbot long enough, I finally managed to force contact details out of it so I could call support directly — only to discover that the phone line is ALSO answered by another AI system. So after paying to call an international number, you are subjected to another ridiculous automated interrogation that again struggles to understand basic requests.

Then comes the final insult: after wasting huge amounts of time repeating yourself to machines, you are eventually dumped on hold indefinitely while paying international call charges.

This is not customer service. It is a barrier system specifically designed to avoid helping paying customers.

When people book flights, they are often dealing with urgent travel changes, stress, time-sensitive situations, missed connections, visa issues, family emergencies, or expensive itineraries. The last thing anyone needs is to be trapped in an endless AI maze with no accountability and no meaningful human assistance.

eDreams has completely removed the human element from customer support while still happily taking customers’ money. Once they have your payment, getting actual assistance becomes nearly impossible.

I strongly advise travellers to avoid eDreams entirely unless you are prepared to handle every problem completely on your own. If anything goes wrong with your booking, expect frustration, wasted money, wasted time, and some of the worst support services in the travel industry.

Absolutely unacceptable.