Winnie Murugi
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.

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

Sue elliot #13258
When I booked with eDreams I had to sign up to their customer service premier package at a cost of $49.23 However the first month was free. And I could cancel within that month. I want to cancel but can’t reach anyone. I want my credit card reimbursed for that amount.ThanksSue Elliot
Anonymous #13294
I need assistance as i logged a request for compensation due to our flight that was cancelled and only took off 24+ later than the initial date and time, Flight was suppose to be with Virgin Atlantic however the booking was made through eDreams... its been weeks and i keep on getting the response that " it has been assigned to our internal team for further assistance) this seems to be a bot response as the same happenes every time i follow up.Furthermore, our understanding is that the flight disruption resulted from circumstances that could have been prevented. We were initially informed of a delay and later faced a cancellation, followed by the arrangement of a new plane from the EU, causing a departure more than 24 hours after the original confirmed booking, without our input.I kindly request a thorough review of the situation, taking into account passenger rights, and reconsideration of the compensation denial. I have attached the relevant documentation, including our communication with the airline and additional details.In addition, I want to express that one would expect reputable companies like eDreams and Virgin Atlantic to be fully compliant in a matter where consumer protection is rather clear and obvious.Please ensure that your response aligns with the established regulations and provides a fair resolution to this matter. I am confident that a more detailed investigation will reveal the necessity for compensation.Concerning your booking reference.Flight: VS450I anticipate a swift and positive resolution to this issue. Thank you for your attention, and I look forward to your response.Sincerely,Thallon Hogg
Pauline L #13653
I had very very bad experience with eDream. I bought tickets for 22/04/23, it came out for 08/04. The app says free reschedule, but it did work, I have been told that I have to deal with the airline myself, so I bought new tickets; they promised they will pay the money back, but I have contacted them many many times, communicate with them by chat on the app, phone calls, emails, sent the documents, bank statement as requested, again and again. Every time I been told different story, or I have been promised that will refund within 7 days, 10 days, 30 days, or when the airline refund to it them.Guess what? Since April 2023 til now, Feb 2024, it has been over 10 months, i haven’t received my refund.
Ross Johnson #13664
I purchased a one way ticket from eDreams on 22-01-2024 leaving Sydney to Adelaide, Airline Reference Number BGMRGV however no payment transfer occurred in 24 hours so I was advised that it did not successfully process. I then purchased a second ticket for the same flight and it processed immediately through my bank account. Then somehow the initial purchase successfully processed also resulting in me having two tickets for the same flight. AS there is no telephone contact number where you can talk to a representative I lodged a complaint with JETSTAR. Maria Sofia confirmed on 1-2-2024 that sometimes duplication's occur and that they were processing a refund of $144.84 which would be provided within 7 business days. The Refund Transaction Number is **** as advised by KAT in the Philippines today at 11.32am was sent to eDreams who have not passed it on to me. WHY NOT. You people are crooks in my opinion! You were refunded this money from JETSTAR but have retained it for yourselves. When am I going to be refunded for this? Do I need to contact Fair Training to enforce my rights. Ross Johnson
James Fraser #14757
You have taken the sum of 69 pounds sterling out of my bank account this morning without my permission.
Khladoon alikhalaf #14902
Contact me
N. Medupe #15400
I paid for the baggage and was informed that the airline could not accept my bags, I had to cancel the flight but eDreams has not refunded me for the baggage as its NOT my fault that the airline refused to accept my PAID for bags 2* 23KG
Elidon #15675
it should be closed immediately, because it is taking people's money through the bank. Yesterday I paid for a flight ticket and today he took £90 from me without my authorization, the same thing happened to my brother today, he paid back the ticket and took the money 2 times, there is no phone number or anything, it is a phantom company because if not there is a phone number, this company doesn't answer for anything, I wanted to cancel the flight ticket, but they told me to call the airline to cancel it, this means that they will make it difficult to get the money.
16987312824 #15694
I have purchased a tickle from Antalya to Istanbul of Pegasus air line through eDeeam ID of my ticket was 16987312824. Cost of ticket was euro 60 which was charged from my credit card. On 24 Jun euro 89.98 have been deducted from my card for which I never consented. I am trying to reach eDeeam customer service through email but unable to do that as there is no email address. Please help me refunding my amount which is deducted with out my consent and give me a valid email address.Muhammad YounisRegards
Marina Morsina #15986
Hello First i need cancel my ticket second i dont want prime membersheep, dont take money from my account