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

Rajendran Pillai #3581
I have received a ticket from edream site . I have paid payment and traveled the destination. It was happended in February 2022. Then this month march 3 your company took money from my visa without any information. I have made mistake my card details given your site. So kindly refund the money as soon as possible.
Anonymous #3613
YES THAY DO WITH ME EDREAMS TOOK STEEL MONY FROM MY ACCOUNT AS WELL WITHOUT REASON
Eliseo Agnes #3837
EDreams collected 109.98 euros from my account. Anyone can give me contact number?
arfan #3653
hello brother,i have same issue with edreams.i traveled in february and they take money again from my account today.you have solve this issue or still not response from edreams.what we will be do against this company??have you any suggestion?may be in future they will again stolen money from our bank account
Jelena Beljic #4365
The same happened to me yesterday
Chorr #3588
Does anyone have the telephone number for eDreams please thank you
Anonymous #3617
Thay are theafs thay are steeling mony every one who bye ticket with edreams
INBAL #3621
Hi,Im trying to book my flight. in one of the flight (from flydubai) there is not baggage included. When Im trying to add bag it shows me 3 options ( 3 bags (20 kg total), 3 bags (30kg total),3 bags(40kg total). I want to add one bag of 20 kg. what should I choose?Thanksinbal
Rajiv Kumar #3643
please send me contect no
Jasmine l #3646
I have been waiting for my refund since March 3 rd
Desire Otim #3649
Hi there,I talked to Wizz air and was told they refunded my money o the 24th of February 2022. Sadly every time I try to contact them it just goes to answer phone.
Keisha Walker #3665
I am trying to get my money back. On the 14th February I was overcharged as I booked for 2 persons to travel on February 25, 2022 from Jamaica to Canada and back on the March 11, 2022. I was charged CAD $1212 even though the flight on the 25th February was declined as seen below:Booking partially confirmedFri, 25 Feb KingstonToronto DeclinedWe've been unable to process this section of your booking. To resolve this issue, we ask you to please re-book this part of your trip only using an updated payment method. If any payment has been taken relating to the declined transaction, we will issue a refund within the next 10 days. Rest assured that the other parts of your booking have been processed correctly.Fri, 11 Mar TorontoKingston ConfirmedEdreams stated that within 10 days the money will be refund. I have been trying to get my money back and to date March 15 I have not spoken to someone who can assist me. I feel like betrayed. I need my money back because I could not board the plane without making payments. The eDreams booking reference is 8795625797. I cannot wait any longer for the money to be returned because I have obligations that I must attend to. Edreams needs to honour their request to me as a customer.
Anand #3682
HiI didn't booked any ticket for Barcelona. How come 54 Euro 99 cents taken out from my bank account on 17th MarchWill you please look in this matter urgently.Thanks
Anila #3700
Hi, Edreams prime debit my credit card this month twice time. I don't know why you stole my money. Please sent back my money in my card and canceled my credit card.if you want the nr or another info please inform me.Anila meta
Lydia Mace-Moore #3721
Edreams customer service is awful!I have tried calling the number shown above but it seems it no longer works. I have tried emailing, going on the app and online to book seats for my Nan who due to recent medical reasons, needs to be seated on an isle seat towards the front of the plane. I have tried all avenues with no response.Would never use this company again.Awful.
Anita Hayes #3723
I have been waiting for a flight refund since 2020 when the pandemic caused my flight to be cancelled. I am getting different answers from agents on chat, I am very annoyed and I want my money back can anyone advise what to do please?I am in the UK.
Flavia #3733
My money got deducted of $89.99 from my account for some stupid prime subscription which I didn’t even take. I would love to get my refund back by tom. Because i never signed up for that shit. Thankyou and give me a refund back by tom…
Brigitte Cummings #3792
I booked flights with edreams, from HKG to Trivandrums, Their suggested schedule seemed acceptable, as I know there are different routes one can take. I accepted their route for 10th /11th AprilEmirates fr HK to BKK, then INDIGO on 11th April from BKK to BLR, and from BLR to TRV.I also booked a return flight with them, Indigo from TRV via BLR to BKK and then Thai Airways to HKG.I received confirmation of my flights from both Edreams and Indigo, but then INDIGO advised me that they had to cancel their flight from BKK to BLR on April 11th. I expected E Dreams to suggest alternate dates, or offer different schedules... they RECONFIRMED the same flights!! I advised them several times that Indigo Airlines had cancelled their flight to BLR, and I offered to change my departure date from HKG to either one or two days BEFORE April 10th or a couple of days after. They were impossible to reach... and I sent several emails. Today they informed me that it was up to me, as the customer to negotiate any changes with the airline. HOW ON EARTH CAN I DO THAT??? They issued the ticket (I never received any ticket, by the way,) they have to change my departure date from Hong Kong first and then arrange different flights with INDIGO. I really don't know what to do now. How can I get a different schedule, all I want is to get from HKG to TRV, on the best route. I accepted their suggestion, paid for my ticket - and now, because of flight cancellation, they are unwilling to help me find a solution. What is your suggestion?
Jossef Davidovici #3793
I am watting for a replay to E-Mail and I wonder when that will be!
Lovepreet singh sran #3804
Hi, I never use this app never use this site and I don't know why they cut my 54.99 euro . I don't know anything they are bullshit and they don't reply on e-mail as well .
Ohuma Nkike #3826
Hi Edreams how come my money got deducted of €56:30/ 8,000Isk from my account on 31/3/2022 please refund my money back to my card and canceled my credit card ,please refund my money back
Rehan Masood #3829
I have a complaint that I have booked my flight through Edream and had cancelled and requested for the refund of my amount but unfortunately since 9 months passed away and still I could not get my refund amount from Edream.
Jessica lasswell #3857
I am needing my confirmation sent to me for the flight that I secured on 4/4. There is no phone number that is working that I can find anywhere on line. This is a family emergency that my husband is traveling for and for this to happen is very sad
Gentian Koci #3860
I made the reservation of eDreams: for which I received confirmation that it can not be fully confirmed . But despite this, the money was taken from me and was not returned