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

NOUR HAZBOUN #11779
yesterday 26/09/2023 mi tried 2 times to buy a ticket from Tel aviv to Rome and in both times i got the card was rejected and this morning i was shocked the 2 times the amount of 822.46 euros was taken from my bank accounteven i did not get any ticket on my email addressplease help me
Mohssen Azizi #11796
To whom it may concernYou have taken out 54,99 Euro from my credit card on Tuesday 19th of September for an unknown flight. I have never have any flight by your agency in this year at all.Please explain what does it mean.I am waiting hear from you as soon as possible.RegardsM.Azizi
Philomena Murphy #11799
I have paid for my flight to Antalya on the 2oct from Dublin my code from the bank is 220 to release funds. Philomena murphy.
joe warne #11818
Why have you taken money out of my f….g account. I have booked nothing and you took 59’99 out my account . Phone me 075976933 and give me my fucking money back . You have made me overdrawn in thst account . And no phone number to call anyone . You fucking piss takers !!!!!!!!!!
vilson a da cruz #11828
please help me make my check in , i will fligt tomorrow to sofia , bulgaria with my dougther from luton with wizz , i cant do with wizz because is so confusing , im 65 years old and im not to good in tecnology please help, i try to fone edreams but none of the fone works , my fligth is for tomomorrow the 3 of octuber
Jennifer Duffy #11830
Passed off with them. They tell me I have subscribed to Prime and are taking £59.99 out of my account every year. I’ve no idea how to cancel it It’s bloody ripping people off
Akinwale Olufunsho Beckley #11832
Hi, i booked a ticket going to uk on for 22th of december but i wished to change the date to 4th of december but i chat with your robot and the robot Chris said there are going to get back to in the next 72 hours since two days ago but uptill now there no reply on the date change also very poor service not to have whatapp to chat with your customers directly in stead of chatting with Chris robot
Lea Peterson #11848
Hello! I made a booking and paid the bill of that eDreams booking reference: 12535863508 - Airline booking reference: QRZXXX BUT today - Oct 3 - EDreams have booked from my credit card money 74,99 - why?
Ratidzo Makombe #11878
On the 6th of October. I tried to pay for my ticket. The transaction was declined but I was still charged 3300rand for a ticket I didn't get. I want my money back. Seriously this is fraud. How can you just take money like that and the amount does not match the ticket price. Please contact me. I really need the money back.
Keti rubisa #11915
Hi you canceled my flyth to Athens yesterday at 10.10.2023 I need refund please
Wilhelm M Jansen #11945
My wife and I booked a return flight from Sydney to Darwin on 21.5.2021 (EDreams ref 7177165719 Qantas airline ref. 6UBH09) at a cost of $Aus 2,098.72 paid for by my Visa card on the same day at $Aus 2,161.68. Due to Covid restrictions the flight was unable to be taken and due to a 12 month expiry date imposed by Qantas we were unable to use the credit. Qantas has now advised me on 10.10.2023 that a refund is available via the travel agent (EDreams) the flights were booked with. Can you please apply for a refund from Qantas and credit my master card 28 Degrees Latitude card number XXXXXXX59. Thank you
VesnaKoropanov-Lojen #12055
Dear,Please URGENTLY refund the money you took from my card without authorization.I did not order anything through you and I did not authorize you to withdraw my money.Bought a plane ticket that you fraudulently sold.The location was Zagreb Corfu and you sold me Athens Corfu. I did not use the card. You withdraw from the account without approval and without ordering any service.Return the money immediately or I will seek the services of a lawyer, have you caused me great damage, either for mental pain and stress due to fraud and illegal withdrawals from the account.Attached is proof of fraud.Thank youVesna
Ebi lnyama Eke #12085
I had purchased ticket from this app in Aug 17 by 6.39 pm 2033. I got a message from bank about payment dabited from the app and I had not make any transaction. Please I need my money back and you People should stop collecting money from my account. My booking no is :....69 from Helsinki to Dublin. Please l need my money back.
James Doyle #12190
how can I talk to someone at Edreamsthey took a further 80 euro from my account without my permission
Abdul hashi #12363
I bought a trit From e dreamsI Bay fore it but i didnt receive a bookingNamber Can you help me please
Victoria #12482
I have noticed that edreams have charged my credit card for Euro 74.96. I send e-mail 05.11 and till now (19.11) have not received any response.According to the terms publish by edreams they were supposed to notify prior to charging my card.
victor g perez #12523
I Porcahsed a airplane ticket viva aerobus how ever when got to the airport for checking inThe ticket never processed I had to buy new ticket :Can you refund the money.
Ezekiel #12538
Pretty! This was a really wonderful post. Thanks for providing this information.
hamurd #12949
please call me its urgent.
Selwana Bagwasi #12955
I would like you to reverse the transaction your company made in my account. I don't have any account with this company. I have never registered to be part of it's services. I'm just an ordinary person who's struggling to make it in life. Thus was the only money I had in my account left for my work travel. Please this may have occurred erroneously please. This transaction occurred on the 27 December 2023 @ 06:58