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 for Andreea

bellona-Gerard V #3864
I made a request on March 19, for an Accra-Vienna Brussels Air flight through edreams and added all the required bank information for the payment. A few minutes of the deduction of the money from my bank account, I received a mail from dreams that read:" Dear customerWith regard to your booking reference 8988820201 with eDreamsWe regret to inform you that it has not been possible to confirm your booking and issue tickets yet because the name and/or surname you have entered has more characters than permitted by the booking system used by the airline (Brussels Airlines).In order to provide them with the correct details, we would advise you to get in touch with our Customer Service team at your earliest convenience by calling:......"My checks indicate nothing wrong with my name, I visited the Brussels office in Accra that same to ascertain the booking since my flight was due the next day. Brussels office did not have my name confirmed on the flight schedule nor a booking for me in their system. It was very frustrating getting adequate information on my booking. I finally cancelled the booking and requested for a refund. I was told during the online chat that it takes dreams 5 to 7 days .I went online and frustratingly chatted with roborts. I made several calls that went unanswered and finally one Yashvardhan Bhardwaj answered and after some conversation, gave me his name and assured me that edreams would refund my money through my same account and notify me.It's been 12 working days, and not even a word from anybody at edreams.Please if edreams is reading, listening; I need my money back immediately.No service was provided for the money deducted.I have emailed their customer service and still awaiting a favourable response.Time value for my money is crucial.PLEASE, I DO NOT ADVISE ANYONE TO TRUST edreams
Godfred yeboah #4310
Hey Gerard , I think I am about to experience this same fraud of a process .E dreams must refund my money before I start spreading the word
Ivan #3875
Hello,please let me know about my ticket i pay you for it! Already is 7 days past i dont have confirmaton,about my traveling ticket
Sadia Bajwa #3882
I have been waiting for a refund since october 2021. They only have a computergenerated chat which replies the same everytime.I can read that they are cheating on people. What is the next step? CAN WE DO SOMETHING?
Anonymous #3889
Can there be a class action suit against EDreams?? Too many people being scammed and lied to!
Marisol #3912
Dear customerWith regard to your booking reference 9144185778 with eDreamsWe have been contacted by Aeromexico to say that you hold duplicate bookings on the flight AM691 from Juan Santamaria International, San Jose Costa Rica to Juarez Intl Airport, Mexico City Mexico . The airline booking references for your duplicate bookings are QMKN74 and QMKN74 .You are required to contact us to cancel one of the bookings.Please be aware that the cancellation of either booking will be in accordance with the fare conditions pertaining to the ticket and may incur costs.Kind regards,Your eDreams Customer Services TeamDid you know you can manage your booking online? Click here to check the status of your refund, request an invoice, cancel bookings, request a resend of your confirmation email, and more.
Derek adkins #3914
I didn’t get my refund it says it’s been refunded to some cash card the edreams which is you guys I’ve been trying to call no number works
Mohammed kamran #3919
I can't even get through to speak to someone, very poor service.
Gabriela Veloso #3922
I had a flight cancellation in 2020 and asked directly to the flying company for a voucher and I received it.Valid until 13/04/2022.Now I wanted to use the voucher and it came out as invalid, while trying to make a reservation.I did ask the air company for the reason the voucher was invalid, for wich their answer was: the travel agency asked for a refound.First, when edreams asked methough e-mail if I wanted them to ask for the refound, my answer was no, because I already did it. Still, edreams went further in order to ask for the refound of my ticket.So they (the air company) canceled my voucher and payed my money to edreams.Now I try to get explanations from edreams and its impossible, you only have a robot line to answer basic questions.Be careful when choosing places to buy plane tickets. They are cheap, but in the end, if you have any problem, none help you, and this cheap tickect becomes yout most expensive ticket in every senses.
Khana #3930
Hello. Today i was charged on undefined amount of money on your web site. 54€ was lost on my card which i had added on your site. I have already contact to my banker and please be informed that money need to take back. I didnt paid anything
Jelena #4364
The same happened to me yesterday.
Shohreh #4912
the same happened to me. could you get you money back?
mehmet z cakir #3939
pls cancel my yearly membership that charged $59.99 without my consent. Thanks
Shadi #3960
You take from me money for booking and it cancelled and u said that we will but it back to your card ,i am waiting for u to put the money one year whst can i do!!!
Manisha Poudel #3976
Today I was charged $89 AUD for membership which I never asked for. I didn’t give consent for the membership. Can I get my money refund?
Leanne redman #3996
Today dreams charged me $89 for a membership l did not consent for please refund the money back to my card
Andreea #4007
EDreams withdraw the amount of 55 Euro from my account without my approval. I don't know what was the reason of this, but I would like to have my money back.I spent 2 hours in attempt to find a phone number for customers, but all the numbers available are not valid numbers. Neither a email address for contact I could not find, despite the announcement written everywhere "24/7 customers services available". Shame on EDreams! I contact with the bank to recover the money.
Elvin #4354
Hi Andreea ! Have you been able to refund your money ?
Michael Rawayo #4060
I applied for refund for my ticket that's was cancelled by the Emirates in December 2021 and until now I have not received my refund or heard from eDreams. Every time I call I'm directed to a robot who has not helped me at all. It's now over 4 months since I requested the refund. Not even one person has contacted me. I had to raise funds to return home after I had stayed over by 2 weeks. I'm very frustrated by the way they have treated me. On the app is the same message but the cancelation was not my fault. The airline canceled my ticked and gave me the option for refund. Why have I not received my refund? I feel like eDream have reaped off.I can't seem to find help from anyone from eDreams.
Alessandra #4084
You huys charged 59.99 for eDreams prime annual , i never want this , canYou s refund de money !
Christina #4167
DO NOT deal with EDreams.You will only end up chatting with a robot.I do not recommend edreams
Nicoleta Dobre #4236
I have booked for a flight and never received an email confirmation,money still stuck in my account ,tried contacting them by phone the robot answers and if I want to get in contact with them I need a booking reference that I don’t have because I never got one ,I have emailed them I received an automated email as an acknowledgment that they got my email and I should log in and make changes in my booking using my booking reference which I DONT HAVE BECAUSE I NEVER RECEIVED THAT.
Precious #4266
Hello, I have been trying to cancel my prime membership since last month now it not working and I have chatted with the costumer center but to no avail. I have tried calling several costumer center phone number and nor is going through.
Anonymous #4282
My money has been taken from my account but I didn’t even order any flight. Account statements are showing that was from eDreams. I didn’t even get any confirmation, nothing. How can I get my money back ?!