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

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 legit?
  3. How to change a flight?
  4. How to cancel a flight?
  5. How to get a refund from
  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

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. 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

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

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

*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

Julie #6444
I had money taken out of my bank account for a prime subscription,which I never even applied for.I would like a refund pleaseThanks Julie
Malik abid hussain #6451
Your edream company took 55 euro from my bank Account without my permision bank of millenium portugal plz refund my money as soon as possible
Paul007 #6470
Why the hell you're steal my money thiefs??
Anonymous #6474
Please refund . I did not sign any contract for Prime Subscription . Twice you have taken money from my account. That is stealing . Please refund.
Mrs. Fowzia Soobhan #6475
I had an email from you yesterday.Is this my refund? The email did not make this clear and my refund is way overdue.No refund is showing in our account.My travel insurance is with NAT WEST BANK i have now passed on my travel details to their Solicitors who is now dealing with you on my our behalf.
Hello, I cancelled my 30 Day Free Trial the day before it would be renewed. I was still charged for it, despite me clicking on the cancel my prime membership a few times. I even emailed your customer service with screenshots of me cancelling my prime membership and you still charging me £59.99 for it.I want my refund. I’m very disappointed with your service and website.
Carolann #6514
I’ve been getting emails to update my payment method which I have done. Still no refund
Mariellen #6544
Ya had taken money out of my bank account. I never subscribed to ur prime {{{Redacted}}} or applied to it. Please give me my money back. This is ridiculous.
Irada #6546
Why did you withdraw money from my card for prime membership? Did I sign the agreement? You help center doesn't work, only Kris the robot. How contact you? You must refund me €54.99
Michele Delucchi #6714
I booked a flight via eDreams a month go and paid for the return ticket in full. You have now charged me for a prime subscription of Euro54.99. I have never asked to be a prime member. Please cancel and refund my money back into my bank account immediately
Amy #6561
I have cancelled my prime and I am waiting for a refund of £59 for more than 2 weeks but I haven’t receive it yet. I have spoken to your client called Xheni and she said I will have my refund back in 10 days but the money hasn’t been returned to me yet.Call reference number is 008138Can you please check it for me and refund my money ASAP??
Amir Hussain #6568
My name is Aamir Hussain I had installed e-dream application please you guys have deducted extra money from me without my consent Now I request you guys please transfer my money to my card thank you very much 54.99 Euro Please don't deduct money from my card again
soretha Winder #6601
Hello there I have purchased a flight ticket via edreams app.The problem is when trying to make Enquiries about your flight they ask for a reference nr and it is either 10 digits or 12 digits. My one is 11 digits which is not recognized by its own Chay bot. There is absolutely one person to talk to..I have send an email to customerservice@edreams .com. which I found on searching on the website. No email came back confirming that my mail was received. I even phoned the airline my booking is on there but they can't sort out my query I have to go through edreams. But how can I sort out something not even the chat bot can resolve it.PLEASE HELP I DONT KNOW WHAT TO DORegards I
Chris Gould #6629
I made a booking SNCVHQ. 10742758633. I was charged $492.31 but you took $734.80. Please return the difference $242.49. Thank you Mr Gould
Junming Liang #6651
I cancelled my flight two months ago, But still not get my refund back, I contacted the airline company, they already returned the flight costs back, and I also bought the premium service for changing in my booking. can I please get my refund? Need that money for my daughter's tuition fees, I'll appreciate for all you help. The booking number is 1047675437.
Susan #6672
I have been trying to cancel prime subscription for 12 days before my 30 free days were up and still no confirmation of cancelling
Tzlil #6682
Your edream company took 57 euro from my bank Account with no reason, any way im trying to contace your company ask for confirmation number which i dont just still people money.refund me as soon as possibe.
Anonymous #6692
I've money taken from my account when I already cancelled my free trail and can't get intouch with anybody I want my money back
Reena #6755
I want to prepone my flight dated 25.01.23.Please help me out by giving a solution
Salah Eldin Abdelgawad Abdelaal #6770
I booked a flight via eDreams two times, first one on May 2021, second on November 2021 and the third on October 2022 , I had already paid for the ticket in full. You have now charged me for a prime subscription of $ 59.99 for each time and $25 for membership fee (total amount $ 144.98) . I have never asked to be a prime member. Please cancel and refund my money back into my bank account immediatelyThanksSalah Eldin AbdelgawadEgypt - {{{Redacted}}}
Urte Poskeviciute #6776
Hello, my account has been debited. I am attaching a screenshot. I did not make this payment, I contacted the bank saying that you have to return it to me.!!!You not contact for me!!!