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 Pissed Consumer 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.

Winnie Murugi
Health and Beauty Expert

Winnie is a freelance writer and B2C content expert who specializes in health and beauty, cafes and restaurants, fitness products buyer guides and researches. She has been working with international clients since 2012.

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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

Dimitar Avramov 87 #5567
Hello from some reason your company get some money from my bank account with now reason I not make booking can I get explanation please and refund my money please
Jon #5977
That happen to me too.what did you do
Blerim Sopa #5568
Good afternoon,My name is Blerim Sopa, I purchased a ticket via Edreams on the 27 of May 2022 and I did not receive said tickets, the transaction was successful and money was taken.The tickets missing are on the dates 02/08/22 departures, from Dublin to Zagreb, the other ticket that is missing is on the 11/08/22 from Zagreb to Dublin, 2 adults.The names on the ticket are Blerim Sopa, and Dragan Drazic.We sent a statement from the bank that Edreams has taken the money from our account.I already have hotels and cars booked 2 months ago and just recently discovered the tickets are missing, so please could you answer as fast as possible.Best regards.Blerim Sopa.
Eileen Byrne #5879
Same has happened to me
Tetiana Tsebrii #5572
Why I can't contact with you?My booking process time already over 24 hours. Can't connect with anyone from your company. Don't need chat robots it's not helping
Ahmad #5640
Why none answer meWe have booked our holiday with you and there is no confirmation about my transferno body come back to me and your phone number is disasterNOT VERY HAPPYplease some one e mail me100125499044 people travel from Edinburgh to Atalantapaid about 1780let me know if you require any further infoThanks
Petru hangu #5666
E dreams are robbing people by taking money from their accounts. There is no way of contacting them
Ahmer Memon #5701
I was charged C$392.29 for Westjet Flight # WS3149 leaving on Aug 15th and was provided a fake PNR, when I called Westjet Airline they confirmed that there is no booking in that flight with my name. Called Edreams and agent responded that you are booked on a charter flight and will be given details 4 hours prior to flight. I never booked a charter and was quoted for a regular schedule flight. I know from YYC no charter flights go to my destination.
Gidon Duhi #5730
Hi,I would like to cancel the subscription that your company (e dreams) set in advance and without my consent, I did not know about this subscription and I 'am not interested in the discounts that the subscription gives for the next 12 months, and refund me any amount you charge for this subscription.Please cancel the subscription urgently and delete my pay card details from your system .Thank you
Sokol #5758
On april 18 2022 i was buying a fast ticket for the same day flight, the payment went through but the ticked was not issued , and the amount was not refunded in my credit cardthere so customer supportI advise not to use edreams for any reason, just book with the airline its better than these
Pat Fitzsimons #5795
I booked a flight on edreams but the airline changed the flight and it was no longer suitable. I therefore cancelled the flight and booked another one on a different site. I have been waiting almost a year for a refund. I have just sent an email to customer services so will see if that works.
Ciara wilson #5815
Hey,I have been trying to get in contact with edreams but I'm not having any luck, I have not received any of my flight details but the money has leave my account.
Chachua sophiko #5825
I booked 2 times tickets, opodo and edream normally charged me from my bank, but there is no ticket.I’m way more then pissed. I’m trying to find somebody to talk besides the fucking robot and there is no real contact. I need my tickets or my money back. What the hell is this. I’m trying this for the past 7 hours
Marcela Shehaj #5837
Please help me,your comoeny take last year from my account 54,99 euro and never make refund,and now you take another 54,99 €from my account why?im not memberprime why you take my last money from my account,please make refund i have children for grow up,ehy you make this procedur why.I need my money back please is not far
Parvinder singh #5854
I didn’t sign in for any membership for eDreams I get charged for that I want my money back and try to contact you
Chen harel #5862
HiI have ordered a flight from your site on july to mykonos- 25-29/9 for 800$ (2 adults).On 9.8 you have charged me for another 60$ But o didn’t order anything else.Could please explain why did you charge me? I didn’t order anything else?
Eileen Byrne #5878
I can't get a confirmation email for flights booked and I'm beginning to think I've been scammed
Jacob Chut #5914
Hi Edreams,I’m requesting the refund for the Accommodation and you guys took my money from my bank account and didn’t receive any confirmation and Booking reference number.And I try trying to contact customers services for help wasting my time, credits and no one helps, contact me back or sent references number.So unfortunately i need my money back refund or otherwise I’ll report edreamLooking forward to hearing from youThanks,Jacob
Radoslav Kostadinov #5994
Hello. I have the following problem: about three weeks ago, I made a flight reservation from Frankfurt to Varna on 04/09/2022. I additionally paid for flexible to be able to change the flight dates. 5-6 days before the flight I changed the date a day earlier to 03/09/22, I got an email saying the change was successful and the next day I found that another £172 had been taken from my bank account and that's not all when I went to the airport on 03/09/22 I found out that I don't have paid baggage and I paid the sum of another 50€, and the original ticket was with 23 kg of paid baggage. How will I be treated and when will you reimburse me the amount originally given for the ticket, flexible and luggage, because it turned out that you subsequently took money from me again for the ticket and luggage? Booking reference number of the reservation is 10101483208 My name is Radoslav Kostadinov
LIJIMOL POTTUKULATHIL JOSE #6002
I tried to book 3 ticket dublin to Indian ,however it is not successful completely but deducted money from my account £ 1789.62, Nil email confirmation came . Very worried
Alisza Torok #6062
Good Evening.My name is Alisza Torok.By mistake you took my money from my bank account 54.99 euro.Please send bank.
Amalya Malikova #6089
Hi , on 13.09.22 you charged 56.08$ from my card. Please clarify and refund my amount. And please take into account that your company have to refund for previous ticket too. Because of your irresponsibility I should not fly.