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.

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Godfred yeboah #4309
I bought a ticket for London from Accra for 08/05/2022. Upon arrival for check in I was told to obtain a transit visa first before traveling.Meanwhile I had been sending mails to the airline to enquire about necessary requirements for the trip and only had a response confirming my flight .I really need my refund to purchase another ticket
Anonymous #5058
I would like to raise a complain regarding the ticket we have booked on Edreams.Please find below the booking reference number:9598270537Passenger Name: BJ Christian Borja & Jerubin Ken BorjaSingapore to Dubai - June 19My nephews who are the passengers of this flight was not able to check in in Scoot Airlines in Singapore because they need visa requirement in India which we dont have.Their flight is singapore to dubai and what we have is the Dubai Visa.Its a connecting flight but it is not mentioned in edreams website that they would require a visa for India.It was really disappointing and too much expense and inconvenience it causes us.We cannot secure the Indian visa so my nephews was not able to flight and both the tickets for scoot and fly dubai has been cancelled.We were told at the airport also by Scoot staff that we can get the refund if we applied it and we will get after 3 days to 1 week, but today I got email from scoot and it cannot be refunded.I also called fly dubai to ask for refund but they said that only tax will be refunded as a voucher.It is really bad experience and we cant do anything but to book a new ticket the same day with AED 3,000 rate, which is more higher than the ticket we purchased in edreams.We booked in edreams hoping that we can get a low price ticket but it was not. We even spent double. I am filing a complain against edreams if you will not refund the full money we paid in booking.And please next time, mention the requirement because we dont know and we were just rest assured that we are booking the ticket thats all.
Giorgi #4350
Hello. I now checked my mobile bank account and found that you have deducted money from my account when I have not buy any tickets. Return the money back
amilda #5438
the same think happen to me.They took money form my account.return my money back
Marko #4398
Biggest scam on earth. I assure you, nobody from my country will not travel with you!
Miki #4460
Thank you for this information.The numbers for the US are listed on other websites also, but at least the ones for the US do not work.My flight was canceled by the airline company, so I guess I am at the mercy of this company to get a new flight.I just emailed customer support at the address given here. Fingers crossed.
Ebrahim #4654
Biggest scam on earth. I book my fly five months go and their Charge my credit card when I went to airport to fly out they could not find my booking , because EDreams they Scam me , I called Customer service was no help at all , again I called and spoke with their manager, he told me he can’t not help me .
Anonymous #4683
EDREAMS ARE A CON. Told me i cannot make a name change. Since when has that not been allowed?
Nichola Arias #4684
Since when have airlines not been able to do a name change?? What a con
Claudia Leite #5059
On Feb 2021 I've booked 4 tickets for a direct return flight with eDreams and the airline (LATAM) cancelled the flight a week before departure. Called eDreams and they couldn't offer a suitable alternative flight - prices were higher, different schedules and routes. I was offered the option to ask a refund to the airline, which I accepted. I was warned the refund might take between 3 to 6 months, but it's now been 14 months and I haven't received my refund. Try calling eDreams but they don't find my Booking ID (7007613959) and end the call. Using the chat I always get the same answer about where to check the refund status and the standard refund waiting times. I was offered a 60 EUR gift card, but what I really want is a refund of 411,43 EUR paid for a flight which was cancelled by the airline.
Naqib hashemi #5377
Hi, there has been transaction from my bankavvount yesterday 603kr. I want to know why?? I havnt Done anytjing
Monique #5381
I payed for my flight but haven't received the details yet
Alan #5382
My flight been council I’m so angery with this company they’re scammer please don’t get your fly tickit from this company thankyou
margarito quetzecua #5387
I need my refund I ready call late times american air lane ready refund 258
silvana llanaj #5389
my booking reference 9185681101 still i didn't get any refund money in my bank still i contacted you twice but no response from you. I need refund at any cost...…i contacted with bank from there side no problem, your side only problem. Please kindly do the needful.
Pamela Mackey #5415
I've been charged for a transaction of €79.99 on my debit card from edreams prime-I booked a flight in April through edreams. However have never signed up to any subscription so this is fraud. I've been in contact with my bank permanent tsb-if this money is not returned to my account I will be opening a fraud case against edreams. If this money is not returned I will be posting on every social media account. Absolutely outrageous! Impossible to contact support
itamar #5418
hii,I so many times turn to you about your club member, I can not understand why no one understands that I do not want and did not want to make the club member it was part of a flight ticket registration please cancel this membership for me and return the money to me{{{Redacted}}}
Durga Gonuguntla #5440
This is with regards to your booking reference 6874666077. I have created numerous help tkts and have not seen any progress. The status and information received from eDreams has been very inconsistent. Lefthance processed the refund in Nov, 2021. eDreams has still not returned my funds in spite of numerous calls and tkts created - 2782677, 2624185, 2774468, 2573996.eDreams on 7/1/22 stated that they are waiting for airline to process refund for a tkt that was cancelled in March 2021.Pending airline authorizationWe have sent all the necessary documentation to the airline and are currentlywaiting for a response. Please be advised that airlines are currently taking up to 3months or more to respond despite the fact that, under EU RegulationEC261/2004, airlines are bound to refund within 7 days. We will continue to followup with them until we have a resolution.Communication from Lufthansa for the same tkts -Dear Durga Gonuguntla,Thank you for your continued correspondence.We are sorry for the unintentional delay in responding to your concern. Per your correspondence, we note that you are concernedabout your ticket refund. We would like to confirm that the refund of 693.32 USD per ticket for the ticket 220******1576 , 220******1578 ,220******6018 was processed on November 17, 2021 to the original form of payment.Thank you for your understanding and we look forward to welcoming you on board a Lufthansa flight soon.Sincerely,Bhawna Negi
Monica Cabo #5461
Urgent Stephan Cabo got a ticket online to go to Phuket on 16/7 which he never got a ticket but his money dissapear on his bank account I need the funds to be transfer back to his account asap. This is a scam and you all are robbing people money without a service. Please urgent I need the funds back to the account contact me asap
steve brandy #5470
I bought ticket yesterday from Dublin to Glasgow scotland to travel on 9sept and returns on 12 sept 2022. Have not received my ticket bookings till now. I paid fully via my visa card. Names steve Brandy
yacoub #5471
hi ido reservation to istanbul on 17/6/2022 i pay for that {{{Redacted}}} oo 15/7/2022 you take from my visa $60 why you do that i don"t buy any thing idon"t have subsicribe with you edream
Tshidi #5501
It's been 4 months waiting for refund. Someone should do a Netflix documentary about eDreams. Sounds like a scam. Once they get your money, there's just no way to contact them or get a response.