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 PissedConsumer.com.

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 edreams.com legit?
  3. How to change a flight?
  4. How to cancel a flight?
  5. How to get a refund from eDreams.com?
  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 eDreams.com?

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.

eDreams.com 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 eDreams.com?

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 eDreams.com?

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 Pissedconsumer.com.

*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

Anonymous #7845
Subject: Unauthorized Transaction at EDREAMS PRIME - Request for RefundHey there,I just came across a transaction for USD69.99 at EDREAMS PRIME dated 22/05/23. I couldn't figure out if it's for a particular event or a subscription, but I'm sure I haven't used this website for any purchases. Can you please look into this and refund the amount as soon as possible?I appreciate your prompt attention to this matter.Thank you!
Giovanni Puglisi #7880
I made a reservation, and the airline charged the cost of the ticket two time on my card, but sent only one payment confirmation, the company admitted the mistake by replying that they would proceed with the refund but has not yet done so, I advise use or do payments on the eDreams app and make tickets with it
Amy Koey #7893
Bought flight tickets from eDreams on 5th June 2023, however one way return turned out to be operated by scoots which is very misleading. Before i purchased the return flight tickets, it shown two ways by Singapore Airlines. Really appreciate if i can cancel and get my refund so i can re-purchase from Singapore Airlines. The flight tickets price that I purchased from eDreams even more expensive than airline's official website.
Anonymous #7903
Edreams i am angry now with your agency you took my money 54 euro in my bank without knowing me about the subscription of your ... prime i am not interested availing this .please send it back on my account or else my employer will file a case in your company by stealing money on my bank account without my permision.i read all the comment here in your page all comments are the same in my case..Dont do this kind of business you are doing stealing money in our account without permision..
Edward Kalmykov #7928
I found charge on my credit card which I don’t remember please call me or will put these charge in dispute
Edward Kalmykov #7929
Hi I didn’t order any membership order from your company You charge me 69.99 immediately refund this money for my card to avoid problems I will wait only couple of days
David Mokgomatha #7949
This is such a bad company they operate like scammers with their low prices on car but their cancelation is is fucked nothing compared to what is on their website they fucken customer care is by far the worst , they refused to refund me for a cancellation that I did in less than 10 minutes after booking. Criminals Criminals
Anonymous #8014
I purchased a ticket from Sydney to Adelaide on 3/6/22 & cancelled my flight on 7/6/22 ; rebooked on 14/6/22; asked for a refund for my first booking, which I never received. Each time I tried to contact them I would only speak to a robot I was going round in circles. Then a message came in saying that I had to join their premium annual fee of $88.72, as if I didn’t I wouldn’t get my refund would have to pay extra for my new flight. So I took their option 30 day free premium & cancelled in plenty of time before the cut off date. They still took that fee out of my acct.I have never received a refund on my first flight, or my refund on their 30 day free trial.Now a year later, they have taken out another yearly fee of _____, which I cancelled many times before after haven’t had any business dealings with these crooks since 3/6/22.I’m 75 live alone on a pension, yet no matter how many times Ive tried to cancel- I can only speak to a robot. I even tried to contact Jet Star, but they tell me to go back to E Dreams & E Dreams tell me to contact Jet Star.What can I do - these people need yo be stopped.Kristina HitchonSussex Inlet, NSW.Mobile - 0XXXXXXX
Kristina Hitchon #8015
Only minutes ago I sent my complaint re E Dreams (more like E Nightmare). I forgot to include my name & email address.So I have filled in my details this time.Kristina Hitchon
Kaselia-Krebs Ewane Epote #8027
please get to me. I donot understand your bookings. It doesn't stand with me well. 118364XXXXX is my booking referenser. You took money from my account when you asked me to rebook why? And when I rebooked, you did not give me what I asked for rather you pushed my schedule behind without notifying me
Merwalo Jonas Ngake #8077
I have double book same booking for same person.
BIJIMOL BABU #8099
I am bijimol. Today my credit card was used by eDreams prime . I didn’t subscribe it . I used my card for ticket booking last month. Requesting you toreturn the amount 69.99GBP . Thanking you
Michael Maher #8106
How can I get ticket numbers off edreams as I need a ticket number to check in on a Turkish Airlines flight, I have the airline reference number but not the ticket numbers, will they be emailed to me closer to the drip?
Gerthy Alexandre #11375
Need to speak to agent
Simbarashe #11640
I purchased a flight ticket my bank cancelled the transaction bt eDreams charged/took money from my acc on 3 occasions, no sms nothing came to me this app is a scammer. Pliz refund me my money
NATALIIA KALININA #11676
I steel waited refund for canceled flight . Your chat-bot says that my email no longer monitored, and my s booking reference 11486300720 is not valid . How it happens and how I can get my money back?
Quyen #11679
My visa card was deducted by Edream Prime without any reasons or confirm. 59.99$ - what is this fee?
John Bigley #11682
Eastern Airlines cancelled all flights from Dublin to Southampton on 30th May 2023.I had a flight for 2 one way to Southampton on Saturday 21st. October. I got no notice of the cancelled flight from EDreams and I cancelled the flight on there app. That was on 16th May. Their app has approved by airline finalising your request for more than 2 months. Despite many phone calls costing 40 euro can not get an answer to when will I get my refund?
yoav shaingurten #11696
hey pissedconsumer , i have been charged for 55 euros from dreamteamwhile i flight 1 year ago .this year i didnt flight and assistant with them .i cant reach them out for client service , i need help please to get a refund
Maria Ana Vale dos Santos Medina Machado #11757
HiI've been charged for, without my knowledge, since April 2023 the following payments:24/04/23 £6.4323/05/23 £6.3526/06/23 £6.2524/07/23 £6.4124/08/23 £6.3425/09/23 £6.42i am requesting an immediate stop of these payments and a total refund of £38.20 ( thirty eight pounds and twenty pences)SincerelyMaria Ana Machado