eDreams phone numbers and what to expect when you call
eDreams operates a phone line for refund inquiries, but the number and availability depend on which country you are calling from. In the United States, you can reach eDreams customer service at 1-800-397-3342. In the United Kingdom and Europe, the main support line is +44 (0) 203 515 0000. Wait times are typically longest during peak travel seasons (summer, winter holidays, spring break) and on weekday mornings.
When you call, have your booking reference number ready — it appears in your confirmation email and starts with letters like ED or EZ. You will also need the email address associated with your account and details about what you are seeking a refund for (flight, hotel, car rental, or a package). eDreams handles refunds differently depending on whether you booked directly with them or through a partner airline or hotel, so be prepared to explain your booking type.
Phone lines are generally open Monday through Friday, 9 a.m. to 6 p.m. in your local time zone, though hours vary by region and may be reduced on weekends and holidays. If you reach an automated system, listen for the option to speak with a representative about refunds or cancellations — do not select general inquiries, as that queue is separate.
Key Takeaways
- eDreams US customer service is 1-800-397-3342; UK and Europe use +44 (0) 203 515 0000.
- Have your booking reference number, account email, and details about what you booked before you call.
- Wait times are longest during peak travel seasons and weekday mornings; calling mid-afternoon or late week may be faster.
- eDreams refund timelines depend on whether you booked directly with them or through a partner airline or hotel.
What eDreams will ask you during a refund call
eDreams customer service representatives follow a standard script when handling refund requests. They will confirm your identity by asking for the email address on your account and sometimes the last four digits of the payment method you used. They will then pull up your booking and ask why you are seeking a refund — whether the flight or hotel was cancelled, you cancelled it yourself, or you are disputing a charge.
The representative will explain what refund options are available to you based on your booking type and the reason for the refund. If you booked a flight directly through eDreams, the refund policy depends on the airline's rules and whether you purchased a refundable or non-refundable ticket. If you booked through a partner (such as a low-cost carrier's own website), eDreams may not be able to process the refund directly and will instead provide you with the partner's contact information and a reference number to use when you reach out to them.
If the refund is approved, the representative will tell you the expected timeline — typically 5 to 14 business days for credit card refunds, though some banks take longer to post the money to your account. They will also provide a reference number for your refund request, which you should write down or screenshot for your records.
When to call versus using eDreams' online chat or email
Phone is fastest if you need an immediate answer about your refund status or if your situation is complex — for example, if you booked a package (flight plus hotel) and only part of it was cancelled, or if you are disputing a charge that appears to be duplicate or unauthorized. A representative can often resolve these issues in one call.
Use eDreams' online chat if you want to avoid phone wait times and your question is straightforward. Chat is available through the eDreams website under "Help & Contact" and typically has shorter wait times than phone, though responses are slower. Email is the slowest option — eDreams' email support can take 5 to 10 business days to respond, so use it only if you need a written record of your request or if phone and chat are unavailable.
If you are in a time zone where eDreams' phone lines are closed, chat or email is your only option. Some regions also have local phone numbers or regional support lines; check the eDreams website for your country to see if a local number is listed.
Refund timelines after you call eDreams
Once you have called and received approval, the timeline depends on how you paid and whether eDreams is processing the refund directly or forwarding your request to a partner airline or hotel. If you paid by credit card and eDreams is processing the refund, expect 5 to 14 business days for the money to appear back on your card. Your bank may take an additional 1 to 3 business days to post it, so the total time from approval to seeing the money can be 2 to 3 weeks.
If you paid by debit card, the timeline is similar, though some banks process refunds more slowly than credit card companies. If you paid by PayPal or another third-party payment method, the refund goes back to that account first, and you may need to transfer it to your bank account separately.
If your booking was through a partner airline or hotel, eDreams will forward your refund request to them, and the timeline depends on that partner's policies. This can add 1 to 2 weeks to the process. The representative should tell you whether your refund is being processed by eDreams or a partner when you call.
What to do if eDreams denies your refund request
If the representative tells you that your refund cannot be processed, ask them to explain the specific reason — whether it is because the ticket or booking was non-refundable, because too much time has passed since the booking, or because the cancellation was made by you rather than by the airline or hotel. Write down the reason and the representative's name and reference number.
If you disagree with the denial, ask whether you can appeal or escalate the request. Some eDreams representatives can transfer you to a supervisor or manager who may have more flexibility, especially if there are extenuating circumstances (such as a medical emergency or a flight that was significantly delayed). If the representative says no appeal is possible, you can call back and request a supervisor directly, though you may reach a different representative who gives you the same answer.
If you paid by credit card, you also have the option to dispute the charge with your credit card company if you believe eDreams' refusal is unfair. This is a longer process (typically 30 to 60 days) and should be a last resort, but it is available if eDreams will not budge.
Tracking your refund after the call
After you hang up, log into your eDreams account and check your booking details to see if the refund status has been updated. Some accounts show a "Refund Pending" or "Refund Approved" status, though not all do. If your account does not show a status update, use the reference number the representative gave you to track your refund through eDreams' customer service portal or by calling back.
If more than 14 business days have passed since your approval and the money has not appeared on your card, call eDreams again with your refund reference number. The representative can check whether the refund was actually processed and, if it was, whether your bank is holding it for any reason. If the refund was never sent, the representative can resubmit it or investigate what went wrong.
Keep your confirmation email, booking reference, and refund reference number until the money is in your account. If a dispute arises later, these documents are your proof that you requested and were approved for a refund.
Regional phone numbers and alternative contact methods
eDreams operates in multiple countries and regions, each with its own phone line. In addition to the US and UK numbers listed above, you can find region-specific numbers on the eDreams website by selecting your country from the dropdown menu at the bottom of the page. Some countries have toll-free numbers; others require you to call an international line at standard rates.
If you cannot reach eDreams by phone or prefer not to call, you can also contact them through their website's "Help & Contact" section, which offers chat, email, and a contact form. Some regions also have social media accounts (Facebook, Twitter) where eDreams responds to customer inquiries, though this is typically slower than phone or chat.
For bookings made through a partner airline or hotel, you may find it faster to contact that partner directly rather than going through eDreams. eDreams will provide you with the partner's contact information when you call, or you can find it on your booking confirmation.
Frequently Asked Questions
How long will I wait on hold when I call eDreams?
Wait times vary from 5 minutes to over an hour depending on the time of day, day of the week, and season. Calling mid-afternoon on a Tuesday or Wednesday is typically faster than calling Monday morning or during peak travel seasons. If the wait is very long, hang up and try again later rather than staying on hold for an hour.
Can I get a refund if I booked a non-refundable ticket?
Non-refundable tickets usually cannot be refunded, but you may be able to get a credit toward a future flight or a partial refund if the airline cancelled the flight or made a significant change. Call eDreams to ask what options are available for your specific booking.
What if eDreams says the airline or hotel is responsible for my refund?
If your booking was through a partner, eDreams may tell you to contact the airline or hotel directly. Ask eDreams for the partner's phone number and your booking reference, then call the partner yourself. Some partners process refunds faster than others.
Will eDreams refund me if I just changed my mind about the trip?
Only if your ticket or booking was refundable when you purchased it. Non-refundable bookings cannot be refunded just because you changed your mind, though you may be able to use the money as a credit toward a different trip.
How do I know if my refund was actually sent?
Use your refund reference number to check your account status, or call eDreams back with that number and ask them to confirm the refund was processed. If more than 14 business days have passed and you have not seen the money, call again to investigate.