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

Muhammad Ayub #6109
Good morning,My name is Muhammad Ayib, I purchased a ticket via Edreams on the 14th of august 2022 and I did not receive said tickets, the transaction was successful and money was taken.The tickets missing are on the dates 27/09/22 departures, from Lahore to Jakarta, 3 adults.The names on the ticket are Muhammad Ayub, Naila Ayub and Hamza Ayub. Bank 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
Yanna Asenova #6110
Dear Sir,On Aug 10, 2022 I bought airplane ticket to Naples and I was charged with the full amount of the ticket.On Sept 08, 2022 I received a message that I was charged €54,99 from your site for a purchase that I didn’t made or authorize.Please advise if this is your account that charged me for this illegal purchase? And if it is your company please advise what is the reason to be charged for a “purchase” without my authorization?Please note that your live chat and help centre DO NOT WORK!It is automatic reply only!!!!Your prompt response on this matter will be highly appreciated!
maria chatzistavridou #6114
Someone cut a ticket from your company with my bank account, it was stolen from me and I canceled it at the bank, I ask you to return my money, because I don't have a ticket with my name on it, thank you for your understanding
Juan Carlos Izquierdo A #6128
Buenos días. Me comunico con ustedes a través de la dirección de correo electrónico que me han facilitado para poder saber como va el reembolso de la reserva que hice en el día que opte el billete de avión para república Dominicana. Gracias por su atención
LorraineO Brien #6138
I am looking for my refund i never signed up for any subscription
Paul Gardner 1 #6146
I tried to cancel my prime account but you took the money today
Diana Kerr-Trail #6157
I mistakenly clicked on Prime subscription when I bought a ticket now the person card has been charged again and I had canceled from the 1st payment was made and again the payment was taken how can i get it to be canceled permanently and for it to stop coming from the person account
Kamal #6170
Bad service
Lam Lee #6180
Hi I would like edream to stop changing me I didn’t want to relation with edream prime
Abimbola Oladeji #6183
I booked a flight 10357640255 through you.KLM could not allow me travel as they claimed I need transit Visa for the stop over at Amsterdam.Can you help me change airline please.This is so urgent.
Shera atsmony #6185
My flight has been cancelled by Wizz air on June 5th, I have submitted a refund claim through Wizz but they say the booking owner is e-dreams, I wish to request a refund: e-dreams reference number 8932639599 under the name Atsmony for 3 passengers. How can I get my refund?
Pete Miller #6188
I am going round in circles with edreams. It is obvious there is an error somewhere in their office. I have two booking ref numbers both of which they deny. They say they do not match with my email address. Both flights have been cancelled/changed days and I have therefore lost my hotel booking. I am a 77 year old pensioner and edreams have stolen over £800 from me. Every phone number I try asks for info that their records do not show. How can I speak with a human being?
Paul maher #6196
You was never sent me my ticket by email
Brian #6204
Given a booking number 10346433457 which is obviously WRONGI wish to cancel my flight booked with Jetstar ref CECISLPLEASE CONTACT ME
Abdul Basit #6215
My booking Refrence is 8983396158 my refund is still pending from 6 month e dreams is not refunding me my amount
Misrak #6239
The air light approved my refund, but I haven’t heard from eDreams anything.I should get my money from eDreams. Am still waiting. All the chat service is robot, I can not find a real person to talk with
Vijayanthi dinesh #6246
booked tickets with edreams, same day I tried to cancel my booking but couldn’t so contacted the airlines and cancelled it. They have cancelled it and refunded the money to edreams. But till now my booking is still there on the system on edreams and I still haven’t got my refund money.I’ve been trying to contact them but way of contacting them. But every day I get email from them saying that have a good trip and if I need any hotel booking to contact them. But they still haven’t realised that my booking is cancelled and that they have got my refund money.This is my advice to anyone who wants to book it with them… Please DONT do it.
Bachir Bouziane #6305
Hello I'm just going to ask for a refund for this trip my booking reference10213728650
Kathleen Sweeney #6310
Edreams took the sum of €54.99 from my Bank Account without my permission. I did not sign up for any Subscriptions. This is FRAUDULENT & if Edreams does not refund me I will be reporting this to the Police. Please also ask them to cancel any Subscriptions & deal with my Refund ASAP.RegardsKathleen Sweeney
Kamila Melo #6390
I made a purchase of a ticket and now after 30 days. came a bill of 54euros. saying i bought edreams premier. I just bought my ticket and you automatically added me to it. this is illegal