Winnie Murugi
Health and Beauty Expert

eDreams is one of the largest online travel agencies. Its services are available globally in over 46 countries. The Barcelona-based company promises its customers a high level of convenience and flexibility when booking various travel services and low prices.

However, before you book your next trip with them, you must establish if they are reliable. Check previous customers’ reviews on the eDreams customer service, service delivery efficiency, and policies.

Below is an overview of the eDreams reviews on

eDreams Q&A

Number of eDreams reviews – 3.7K

eDreams rating* – 1.3 ⭐

Claimed losses - $1.8M

Successful calls – 10%/19.9K

Resolved issues – 30

eDreams Pros

  • Reasonable prices
  • Quick reservation

eDreams Cons

  • Lack of human customer service
  • Difficult cancellation process
  • Misleading information
  • Non-transparent charging

This article answers the following top customer questions to eDreams:

  1. How do I contact eDreams customer service?
  2. Is legit?
  3. How to change a flight?
  4. How to cancel a flight?
  5. How to get a refund from
  6. What payment methods does the company accept?
  7. How long does processing take?
  8. What is my baggage allowance when booking a flight through

1. How Do I Contact eDreams Customer Service?

PissedConsumer, on the eDreams contact page, provides contact information that you can use to reach eDreams customer service. The contact information includes eDreams phone numbers for customers in different parts of the world. PissedConsumer also provides links to eDreams social media networks and eDreams headquarters addresses.

According to an eDreams blog post, the company’s customer service is mainly self-service. There are various self-service tools, including the eDreams app, ‘My Trips’ area, ‘Manage My Booking’ area and the Help Center.

However, if you want to contact eDreams, use the chat feature on the website. There is no eDreams customer service number provided for general customers. However, a dedicated eDreams prime contact number is exclusively available for prime members. The phone number is not openly provided on the website. Rather, the blog states that it is provided in the emails sent to Prime members.

eDreams Prime membership support

The eDreams customer service is also highly responsive on social media. Their Facebook About section indicates that the social media support team is available Monday to Friday between 8.00 am and 5.00 pm BST. You can send them a direct message on the eDreams official Facebook or Twitter page. Customers also bring up their issues as tweets on the eDreams Twitter page.

eDreams Facebook page

The eDreams app is designed to enable you to make and find your booking fast and easily. It provides you with real-time information about your booking. You can use it to check the status of your requests, pick your seats, check in to your flight, get boarding passes, and many more.

eDreams online support

You can check schedule changes and flight cancellations, and add baggage, accommodation, or transportation in the ‘My Trips’ area. The help center addresses the top customer questions and issues.

eDreams mytrips area

2. Is eDreams Legit?

eDreams has been in operation since 1999 and positions itself as a leading online travel agency. It stands out for its wide range of travel services at low prices. It offers customers access to flights on more than 690 Airlines and over 2.1M hotels worldwide. Its range of services includes flights, hotel bookings, car rentals, travel insurance, and tailored holiday packages. Customers can also subscribe to the eDreams Prime program for huge discounts on their bookings.

What is eDreams: company information

As a comprehensive online travel agency, eDreams promises its customers the highest level of convenience and flexibility when booking. According to the eDreams about us page, the company also aims to provide full customer support before, during, and after the trip. has an innovative search engine and booking feature to find your preferred service and book easily. You can access the website from a desktop computer, mobile phone, or tablet device.

Is eDreams legit?

We checked the eDreams customer reviews on PissedConsumer to find out if the company honors its promises.

eDreams has an average star rating of 1.3 as of the date of writing this article, which indicates that most customers are dissatisfied. There are numerous eDreams complaints regarding poor customer service, wrong billing, and wrong booking information.

eDreams reviews profile

The numerous complaints and low ratings make customers wonder, “Is eDreams legit?”

For instance, in a video review on PissedConsumer, the customer complains about poor eDreams customer service. He said he had booked a Skyscanner flight before Covid, but the flights were canceled due to the pandemic. The eDreams customer service has been difficult to reach as there is no one to speak to make a refund request.

The only response he got was through a chat robot, and he was taken in circles about his refund. He kept being referred back and forth between eDreams and the airline with an offer to be refunded with a voucher. He says that eDreams should not have sold the flight in the first place if they knew that flights would not leave the airport.

3. How to Change a Flight on eDreams?

According to the "How can I change my flight" FAQs page, flight modification is only possible if your fare ticket permits. It also depends on the availability of other flights and the stipulations of the airline.

In most cases, cheaper fares do not allow you to make changes on your flight. In instances when changes are allowed, you will be required to top up the difference if the new flight is more expensive. A penalty fee may also apply.

Edreams customer reviews indicate that users often cannot change their flights, even when applicable. According to the eDreams complaints, customers are referred back and forth between the travel agency and airline when they attempt to change their flight.

If you cannot change the flight, you may want to consider canceling it. Whether you receive a refund depends on your specific circumstances and how they relate to the eDreams refund policy. 

How to Change a Flight on eDreams?

4. How to Cancel a Flight on eDreams?

According to the eDreams cancellation policy page, eDreams offers different cancellation terms. They offer free cancellation for flights marked as “Free Cancellation” if you make it on the same day of booking. Otherwise, cancellation charges will apply.

eDreams cancelation policy

The standard eDreams cancellation policy is that depending on the specific flight booked, you may either be entitled to a full, partial, or no refund. If your flight booking is refundable, or if your booking is either standard or premium, it will be canceled free of charge. Otherwise, eDreams will charge you a $50 administration fee per ticket. Some airlines also charge a cancellation fee.

eDreams can make the cancellation request on your behalf with specific airlines such as American Airlines, Air France, and British France. To cancel your flight, get in touch with eDreams customer care via phone. On the other hand, for low-cost carriers, you will have to get in touch with the airline to request cancellation.

how to cancel an eDreams flight?

5. How to Get a Refund from

According to the eDreams refund policy, you can get a full, partial, or no refund depending on the reason for cancellation, the ticket price, and whether your circumstances meet the fare rules and conditions. You may get refunded for both voluntary and involuntary cancellations.

Generally, most budget tickets are non-refundable. If your flight cancellation is due to disruption by the airline, you should be offered an alternative flight or a full refund. You may sometimes be offered a voucher or the ability to rebook instead of a cash refund. If the flight cancellation happens when you're ready at the airport, you may be entitled to compensation from the airline—check with the airline’s customer care desk.

eDreams refund policy

If you do not turn up for your flight, it is considered a no-show, and there will be no refund.

Some of the refunds are processed by eDreams. However, refunds due to issues such as strikes, coronavirus, schedule changes, illness, or death are sent to the airline for authorization. Although EU regulations require airlines to refund within 7 days, it might take about 30 days to process your refund.

You do not need to contact the eDreams customer service team to follow up on your refund. Besides, there is no eDreams refund number that you can call. Check the eDreams app for status updates on your refund request.

eDreams refund request

6. What Payment Methods Does eDreams accept?

According to the help center, there are two main eDreams payment methods:

  • Credit card and debit cards, such as Diners Club International, MasterCard, Visa;
  • Online payment methods such as PayPal and Entropay.

Debit/credit card payments are authorized right away. Some debit cards and credit cards issued outside the US may be charged additional fees to cater to the currency exchange.

eDreams reviews indicate that some customers were double or wrongfully charged when paying for a booking. eDreams clarifies this issue in their FAQs. They note that card payments may temporarily appear twice on your account.

This is a normal procedure by most card issuers. The first charge is a pre-authorization, while the second is the actual payment. The duplicate amount will be returned to your account once the payment has been processed successfully. If the refund takes too long, contact your card issuer.

eDreams payment methods

7. How Long Does eDreams Processing Take?

According to the “What is the status of my booking” page, eDreams issues tickets within a period of 24 hours after you have made your payment. Usually, tickets are issued immediately after your payment has been received unless the service you are booking requires confirmation with the airline on issues such as reduced mobility or bringing a pet along.

In case a transaction does not go through, eDreams will contact you via email to let you know of the failed transaction. eDreams recommends that if your booking is being processed but you haven’t received an update within 24 hours you should get in touch with eDreams customer care.

You can check the status of your booking either on the eDreams iPhone or Android app or through their website under “My Trips”. The status of your booking will either read: “Confirmed Booking”, “Booking request received”, or “Booing cancelled or payment declined”.

Edreams booking status

8. What Is a Baggage Allowance When Booking a Flight Through

According to the Baggage Allowance FAQ page, the allowable number, size, and weight of bags for each passenger vary depending on the airline and route. It also depends on the amount paid for the ticket. Most budget tickets do not include any free baggage.

You can check your baggage allowance under the "Manage My Booking" area. Or, contact the eDreams customer service for further assistance.

What is my baggage allowance when booking with eDreams?

If you plan a trip, you may consider the eDreams online travel agency for its wide range of travel services at low costs. Whether you are looking to book a flight, hotel, car rental, or buy travel insurance, you will find something that fits your budget.

However, you also need to keep in mind the cons of the company. For instance, there is no way to speak to a real person for assistance. No eDreams customer service number is available unless you are a prime member. The main way to contact eDreams is via the chatbot on the website or direct message on social media.

Furthermore, there are numerous eDreams complaints about wrongful billing and double charging, flight disruptions, difficulty changing flights, and difficulty getting refunds.

What has been your experience with eDreams? Leave a review on

*Disclaimer: Ranking and statistics are based on our users’ review texts and PissedConsumer posters’ reviews. Also, a company’s rating is calculated using a mathematical algorithm that evaluates the information in the profile, including users’ rating, the number of resolved issues, the number of company’s responses, etc. The algorithm is subject to change in the future.

Winnie Murugi
Health and Beauty Expert

Winnie is a freelance writer and B2C content expert who specializes in health and beauty, cafes and restaurants, fitness products buyer guides and researches. She has been working with international clients since 2012.

Legal disclaimers:

1. While every effort has been made to ensure the accuracy of this publication, it is not intended to provide any legal, medical, accounting, investment or any other professional advice as individual cases may vary and should be discussed with a corresponding expert and/or an attorney.

2. All or some image copyright belongs to the original owner(s). No copyright infringement intended.

Leave a Reply

Nathaniel Akinniran #7469
HelloI saw that you charge my account £69.99 for edreams prime without my knowledge why? l do not have any interest in this and l did not want any subscription on edream prime.Pease l need a refund of this money you can't take money out of my account without my knowledge.Many Thanks
Tracey Mearns #7485
Hello I seen that you took a payment of £59.99 for edreams prime without my knowledge from the card used to book flights!why? l DID NOT sign up for this Pease send a refund of this money back in to my account.I’ll hope to hear a reply via my email very soon. Thanks
Zbynek Vitosek #7511
Dear Edreams staff,I paid to you:EUR 200,97 on 16.03.2022 (taken from my account on 18.03.2022) for a business trip to Dubai.I received no invoice for this payment from you. I need it for our accountancy department as soon as possible. Could you pls send it to me?Kind regardsZbynek
Gertrude Juste #7548
It’s been three months since I was promised a refund by edreams. I got two small refunds totaling 122 dollars leaving a balance of $1191.11. I definitely think it’s a game they play,and it need to go out there ( I mean to the entire world) that they are scammers. There also has to be some legal recourse which I am exploring.
Margaret Leon #7564
You charge my account $59.99 for EDreams prime without my knowledge why? I don’t have any interest in this and I didn’t want any subscription on eDreams. Please refund money you can’t take money out of my account without my knowledge.
Iryna #7569
Hello . I want cancel my subscription, but the problem is, I deleted my account. I thought that money won't be withdrowed when I 'll delete my account. But the app. continues to withdraw money. What should I do now to cancel my subscription?
Mahe Alam #7572
I am notifying edreams prime that edream completed an unauthorized transaction from my credit on 02 April,2023, The ending of the card .........1582, amount of BDT.6630.04/USD 59.99 and the card holder name XXX. I am requesting to refund my funds to my credit card.l do not have any interest in this and l did not want any subscription on edream prime.Pease l need a refund of this money you can't take money out of my account without my knowledge.I’ll hope to hear a reply via my email very soon. Thanks
Razibul Kader #7609
Dear EDREAMS concern,I am very disappointed to experience such an unresponsive site/authority of EDREAMS where I submitted an issue a month back (03 March 2023) but didn't get any response or solution.I am raising the issue again and seeking a quick solution through reimbursement of my money to my credit card, ending with xxxx as soon as possible-I booked an Indigo air ticket dated 02 March at 13:43 pm for 10 Mar 2023 through www. Dhaka-Kolkata-Singapore (please see the attached screenshots of booking in the paid through credit card, ending with, amount of BDT 30390.09/ USD 282,29 at 13:43 pm through the EDREAMS BARCELONA but didn't receive any booking information. Please see the attached supporting documents for the proof of charge.Later I didn't get any booking information nor any response from EDREAMS.Now, I would like to request you to take urgent action to solve my burning issue as your earliest.RegardsMd. Razibul
vena #7630
Fraud company taking money as part of services servcies and worst customer servcies
Yesi #7709
Hello eDreams you charge from my card $59.99 for my subscription of a prime member , the payment went trough but now I can’t logged in to my app of eDreams no more ..!! Why I want to continue on getting all my benefits and it’s not letting me book a flight no more after the payment went trough..!! Please respond
Danijela #7710
Can you refund me the money you took from me for the prime option. I am not your user. I got a ticket for Italy last year through my cousin. Shortly after that you took my money for prime service. My cousin and I solved the problem then by deactivating the prime service from her account. But today the same situation happened, you took my money again. Please refund my money. With respect, Daniel Dinic
Davida Kutscher #7714
edreams is the worst scam I've ever encountered. Our flights were cancelled due to COVID in March 2020. We requested vouchers in March 2021 and never received them. In January 2022 I tried rebooking the flights and they kept promising to call me back and never did. In March 2022 we officially requested a refund and we are STILL waiting for it. I have called them over 40 times, used the app, the website, the chatbot, and facebook to no avail. They keep promising that the money will be transferred to me "within 10 business days" and still no money. According to Virgin Atlantic, over the past year + edreams has tried to change my ticket to a "no show" and now they have suspended the ticket altogether so that Virgin can't track progress. They owe me $1,200 which I NEED for my family.
Paul PRICE #7722
Help me cancell my eDreams prime account. Thank you
Paul Savino #7733
I purchased a plane ticket through edreams, went to the airport the next day and was told the payment ( Amex Plat ) did not go through ( BS ), so I had to buy another ticket. I am also being charged 69.99usd for something I did not agree to. Will never do business again with edreams.
Jacob #7756
To Whom my Concern,My Name Jacob, I’m requesting refunds my money back, I didn’t give you guys permission to take from my bank account. I didn’t request any of subscription to take my money.I need my money back to my bank account as soon as possible. Or otherwise I’ll report it
Est Rademeyer #7764
I made a recent booking whilst in thailand... A return ticket to Bangkok.. The flight was 8000 bhat... But you deducted a R 8000 rands which is twice the a out for my flights... I must get a refund... When will this be rectified.... My ID no is XXXXXXXXXX
Anthony Gibney #7768
I cancelled my subscription last year and 54 euro was taken from my accountCan you tell me why it was taken
Chansa Namwali #7782
Request For Flight Refund from eDreams: My cousin bought an air ticket for me with intent to travel from Lusaka to Dalian but cancelled the flight due to illness, this was communicated immediately to eDreams and a confirmation of that cancelled flight was sent to us. It has been 3 months of no results.An advise email was received from eDreams that a refund would be done within 7 days, that was in March, 2023 and till date we have not received that refund. Please contact us on email we give you full details for the booking we are claiming refund.eDreams' customer care is pathetic and unhelpful: PLEASE HELP US GET OUR REFUND
samuel olayemi #7783
HelloI saw that you charge my account £69.99 for edreams prime without my knowledge why? l do not have any interest in this and l did not want any subscription on edream prime.Pease l need a refund of this money you can't take money out of my account without my knowledge.Many Thanks.