If you have not yet made your reservation and have questions, consult the different sections of the menu on the left to find the answers.
We offer a list of questions and answers that you can check in the “Frequently Asked Questions” section.
Note: If you need to contact us to make changes in your reservation or ask questions, remember that we only answer queries from clients who have made their reservations through the eDreams websites or our Call Center.
There will be an additional charge of €10 for telephone reservations.
Contact us by phone
If for any reason your question has not been answered, please contact eDreams by calling the following numbers:
Queries and Reservations: 00800 55 88 55 00
Monday to Friday: 9:00 a.m. to 8:00 p.m. (CET).
Saturdays: 9:30 a.m. to 6:00 p.m. (CET).
From outside Spain, please dial + 34 93 445 7153.
This page provides contact information for obtaining general and specific information within each of our product and service categories. Please be sure to make your query using the appropriate communication channels.
Please note that reservations are considered purchases. If changes or cancellations are requested, the specific conditions for each fare will be reviewed. If the fare conditions allow it, we will seek the best solution to the problem. Remember that many fares are restricted, and do not allow changes or cancellations.
- On weekends or holidays:
- Changes to requests for Hotels or Apartments:
- Check-in requests for Flights /Vacation Packages/ Flight+Hotel:
- Questions, comments or acknowledgements:
- Complaints regarding services purchased:
- Advertising and Business Development Agreements/Collaboration Arrangements:
- Work with us:
weekend.urgent@edreams.com
hotelbookings@edreams.com
backoffice-en@edreams.com
customerservice@edreams.com
claims@edreams.com
customerservice@edreams.com
customerservice@edreams.com
Unregistering from eDreams
If you would like to unregister from our site, please send an email to: customerservice@edreams.com, where the following information is required for us to fulfill your request:
- Your full name
- Your Passport or National ID Document (DNI) number
- The email address that you would like to unregister
Your request will be fulfilled within 10 working days, as long as the aforementioned information is correct, and your details will be removed from the user profile.
- How can I tell if my reservation has been confirmed?
- If I am not the passenger, can I make a reservation for another person?
- How do I pay for my ticket?
- Does eDreams need a signed authorisation to pay for the tickets?
- Differences between electronic tickets (e-tickets) and printed tickets
- What are the advantages of electronic tickets (e-tickets)?
- Will I receive my electronic ticket by courier?
- How do I know if my electronic ticket has been issued correctly?
- What do I need to do at the airport?
- Can I pick my ticket up at the airport?
- Can I cancel a reservation after purchasing a ticket?
- Can I change my reservation?
- Can I change the passenger's name on a reservation?
- What documents do I need for the flight? Who is responsible for these documents?
- What can I do if I was not able to complete the reservation?
- What should I do if I enter the wrong date or time?
- What can I do if I was not able to see the last page of the confirmation?
- What should I do if I have not received a confirmation e-mail?
- How can a make a complaint?
- How do I make reservations for children?
- Can I request an invoice?
- I made a reservation over the weekend and I made a mistake, how can I contact eDreams?
- How can I find out if I made a reservation?
- How can I see the details and status of my reservations?
- What do the different flight reservation statuses mean?
- What are the cases covered by cancellation insurance?
- What is the procedure if you want to use the cancellation insurance?
How can I tell if my reservation has been confirmed?
When you have completed the purchasing process, your reservation will be confirmed and you will receive an e-mail with a reservation number. The first "Reservation confirmation" e-mail will provide all the details of the itinerary you have reserved. The reservation is guaranteed for a period of 24 hours, as long as this period does not coincide with a weekend or holidays, and in compliance with fare regulations.
Next, one of travel agents will check that your reservation has been correctly entered in the airline's reservation system and that your payment can be processed. If everything is correct, you will receive an e-mail within one working day after receiving the first e-mail. Your ticket is only confirmed when you receive this second e-mail. In the second e-mail we will confirm that your tickets will be issued, the final price and the date the tickets will be sent. If you have an electronic ticket you can go directly to the airport to take your flight.
If I am not the passenger, can I make a reservation for another person?
Yes, but if you pay for a ticket for another person, and you do not take the flight as well, we reserve the right to review and authorise the reservation or refuse it in certain special cases. In addition, for the greater security of our customers, eDreams may ask you to send a fax with express authorisation of the paying customer and a legible photocopy of the credit card and credit cardholder's identity card or passport.
How do I pay for my ticket?
You can pay for your ticket by bank card. Our secure server accepts the following bank cards:
and 
In order to provide greater security, you will be asked to enter all the information on your card for each purchase you make with eDreams, this information is not saved during the registration. All the information is encrypted on our secure server.
Does eDreams need a signed authorisation to pay for the tickets?
For the greater security of our customers, eDreams may ask you to send a fax with express authorisation of the paying customer and a legible photocopy of the credit card and credit cardholder's national identity card or passport, each time eDreams feels this is necessary.
Differences between electronic tickets (e-tickets) and printed tickets
An electronic ticket or e-ticket is recorded directly in the airline's computer. No printed ticket will be sent to you. You simply need to go to the airport with the required official document (identity card or passport) as well as your reservation number, and go to the airline's check-in desk to get your boarding pass. You can tell if you have an electronic or normal "printed" ticket from the "e-ticket" or electronic ticket icon which appears during the reservation. The reservation confirmation e-mail will indicate if it is an electronic ticket, the header of the e-mail will show the following in red "IMPORTANT! : The ticket for this reservation will be issued as an electronic ticket (e-ticket).
What are the advantages of electronic tickets (e-tickets)?
You save time with electronic tickets and they are more flexible since you do not have to wait to receive them. Electronic tickets let you travel with peace of mind and completely safely both before your departure and during your trip, since your ticket cannot be stolen or lost. Electronic tickets are a free service and there are no surcharges.
Will I receive my electronic ticket by courier?
No printed ticket will be sent to you.
With an electronic ticket, you simply need to go to the airport with the required official document (identity card or passport) as well as your reservation number, and go to the airline's check-in desk to get your boarding pass.
How do I know if my electronic ticket has been issued correctly?
When you have completed the purchasing process, you will receive an e-mail with your reservation number. At this point your electronic ticket has not been issued yet. Next, one of agents will check that your reservation has been correctly entered in the airline's system and that your payment can be processed. If everything is correct, you will receive a second e-mail indicating that the ticket has been issued. At this point you have the confirmation that your ticket exists. It is an electronic ticket, so you can go directly to the airport to take your flight.
What do I need to do at the airport?
When you get to the airline's check-in desk, you need to present the required official documents (passport or national identity card) and give them your reservation number.
Can I pick my ticket up at the airport?
No, eDreams offers the following forms for receiving tickets:
- Electronic ticket
Can I cancel a reservation after purchasing a ticket?
Generally, no.
Based on the fare, the airline may not allow any cancellations.
The more inexpensive fares do not allow any changes and the cancellation charges are 100% of the ticket price. Moreover, the service fees paid to eDreams for the reservation will not be reimbursed for any reason.
To request a cancellation, you can send an e-mail to modification.cancellation@edreams.com
Can I change my reservation?
Airlines generally charge a fee for changes. In addition to these fees, eDreams charges a €25 handling fee per person. However, we would like to remind you that based on the fare, the airline may not allow any changes.
To request a change, you can send an e-mail to modification.cancellation@edreams.com
Can I change the passenger's name on a reservation?
It is impossible to change a name: we are obliged to cancel the ticket and issue a new one. This formality may entail losing the total amount paid for the original ticket, and at best only the airline's cancelation and handling fees and eDreams fee.
To request a change, you can send an e-mail to modification.cancellation@edreams.com
What documents do I need for the flight? Who is responsible for these documents?
In order to fly, you need to provide the required official documents (passport, identity card, visa, etc.). In addition to your passport, some countries also require a visa.
The specific administrative authorities will notify you of the formalities you need for a trouble-free stay (passport, visa and vaccines). It is your responsibility to comply with these formalities. You cannot request a reimbursement if you are denied boarding because you have not presented the required documents (passport, visa, vaccination certificate, etc.). It is the passenger's responsibility to have the necessary documents for travelling.
What can I do if I was not able to complete the reservation?
You need to send an e-mail to customerservice@edreams.com immediately, clearly indicating that you tried to make a reservation on Internet but were unsuccessful. We will check your reservation and make sure that your card is not charged twice.
What should I do if I enter the wrong date or time?
You need to send an e-mail to modification.cancellation@edreams.com immediately, clearly indicating that you made an incorrect reservation on Internet. We will review the modification or cancellation conditions of your reservation. If they are allowed, we will work with you to find the best solution to your problem. We would like to remind you that many low-cost fares do not allow changes or cancellations, thus it is often impossible to do anything. Send an e-mail as soon as possible, in all cases.
What can I do if I was not able to see the last page of the confirmation?
You need to send an e-mail to customerservice@edreams.com immediately, clearly indicating that you tried to make a reservation on Internet but were unsuccessful, and you did not see the confirmation page. We will check if your reservation exists, and if it does, we will be able to confirm it. We will also make sure that the amounts charged to your card are correct and that you were not charged twice.
What should I do if I have not received a confirmation e-mail?
You need to send an e-mail to customerservice@edreams.com immediately, clearly indicating that you tried to make a reservation on Internet but you have not received a confirmation e-mail. We will make sure your reservation exists and has not been duplicated. We will also make sure that the amounts charged to your card are correct and that you were not charged twice.
How can a make a complaint?
You can send us an e-mail to claims@edreams.com, and send a copy of all the documents backing your complaint or which can help us by fax to 00 34 93 508 89 90 to the attention of the Customer Service Department.
How do I make reservations for children?
We will ask you for the age and numbers of the identity cards or passports of the children at the time of the reservation. Remember that children under age 14 or 16 must fly accompanied by an adult, depending on the airline.
Can I request an invoice?
Yes, you can send us an e-mail asking for an invoice, clearly indicating your reservation number, to the following address: backoffice-en@edreams.com
I made a reservation over the weekend and I made a mistake, how can I contact eDreams?
If you made a reservation between Friday (8 p.m.) and Monday (9 a.m.) and you would like to contact us concerning a problem with your reservation, send us an e-mail to the following address: weekend.urgent@edreams.com
How can I find out if I made a reservation?
Check your e-mail (the e-mail address you gave during the reservation). If all the steps were completed correctly, you will receive a confirmation e-mail. However, if you are unsure if you made a reservation or if the confirmation e-mail has not arrived yet, click on the "My reservations" link on the upper part of the www.edreams.fr website. After you login you will access the reservations you have made and can see their status.
How can I see the details and status of my reservations?
To see the details and status of your reservations, click on the "My reservations" link located on the upper part of the www.edreams.fr website. You need to login as a user to access this information.
What do the different flight reservation statuses mean?
Flight reservations have several statuses: Confirmed reservation: the reservation has been confirmed and we are waiting for confirmation that the tickets have been paid and from the airline before issuing the ticket. Tickets issued: payment for the tickets has been confirmed and a confirmation e-mail has been sent to you indicating the details of all the reservation information. For electronic tickets (e-tickets) this is the last step.
What are the cases covered by cancellation insurance?
The insurance company guarantees the refund of cancellation fees (a maximum €3,000), when the policyholder cancels a ticket before the departure for one of the following reasons:
- Serious illness, serious accident or death of the policyholder, of his/her spouse or common-law spouse, ascendants or descendants, brothers, sisters, brothers or sisters in-law, sons or daughters in-law, father or mother in-law.
- Damage that affects main residence or professional premises.
- Cancellation of a person, who was meant to travel with the policyholder, was registered at the same time and that compels him/her to travel by him/herself.
- Dismissal from work.
- Organ transplant of the insured, his/her spouse, ascendant or descendent relative to the first or second degree.
- Call to act as a presiding officer or poll clerk in an election, requiring attendance during the trip dates.
What is the procedure if you want to use the cancellation insurance?
You will receive the insurance policy conditions and the contact details of the insurance company with your booking confirmation. You have to contact them directly and give them all the details of your ticket and all the documents they may require concerning the loss. The insurance company will help you to go over this procedure.
- How can I find a room in a hotel?
- How can I make a change, cancellation or claim?
- How can I know if my booking has been made successfully?
- Is my booking guaranteed if I arrive in the night?
- How can I cancel my booking?
How can I find a room in a hotel?
eDreams offers you a wide range of hotels.
- In the "Hotels" tab, you will find a search engine where you can find the best hotel offers online with more than 50,000 hotels all around the world. For any question about a hotel booking made through the hotel search engine, please send us an email to hotelbookings@edreams.com by stating your booking number.
Note: eDreams doesn't participate in the hotel booking process. The booking is entirely made by one of the hotel supplier that works with eDreams. As a consequence, eDreams declines all responsibility for any hotel reservation made through one of them.
How can I make a change, cancellation or claim?
In our website, please click on the link Check or cancel your hotel booking and follow the instructions.
How can I know if my booking has been made successfully?
Please check your email address you gave us during the booking process. If the booking has been correctly made, you will receive a confirmation email including the voucher you need to show when you arrive at the hotel.
Is my booking guaranteed if I arrive in the night?
Your reservation has been paid in advance to the hotel; so it is guaranteed for 24 hours.
How can I cancel my booking?
In your confirmation email, you will find all the instructions to make a cancellation.
Booking information
General and specific conditions for flights
Methods of payment, collection and invoicing
Documents and health information
- Documents and health information
- Minors
- Travel insurance
- Iberia flights with serial numbers
- Flights with passengers in transit through or traveling to the United States and/or Puerto Rico
- Flights with transcontinental airlines on European routes
- MAE (Spanish Ministry of Foreign Affairs)
- New European security regulations at airports
Special services
Conditions of contract and other important notices
- Conditions of contract
- Notice to international passengers on limitation of liability
- Notice on liability limitations for luggage
- Luggage
- Hazardous articles in luggage
- Notice to passengers on taxes, duties and government fees
- Check-in and timely arrival at the airport
- Warsaw Convention
- European Union list of airlines subject to prohibition to operate
- European regulations
- eDreams general conditions for flights
Flights with LOW-COST airlines
- Special conditions for low-cost flights
- Policy on identification documents
- New security measures for flights to and from the United States and San Juan, Puerto Rico
- New security measures for carry-on luggage on flights departing from any European airport
- To what flights do the new regulations apply?
Booking information
Immediate booking on the website
On our site, there is no RESERVE ONLY option.
All flight reservations made on our site, www.edreams.com, are understood to be immediate, confirmed purchases of plane tickets.
When you make such a purchase, you agree to the passenger names, dates, flights, fares and fare conditions.
If everything is correct, and you are paying with a credit card, the price of the ticket will be charged to your card and we will send you an email confirming your purchase.
Do not go to the airport until you receive this second confirmation email from eDreams. This second email will be sent to you once we have verified that the reservation has been made correctly in the systems, and that your card has accepted the total charge.
Telephone booking
When the tickets are booked by phone, the call center operators will ensure the client is made aware of the specific conditions which cover the provision of the service.
In such cases, the necessary steps for finalizing the contract will be indicated by phone. The reservation will be confirmed by email. If the user does not have a valid email address, Vacaciones eDreams will not be liable for non-receipt of this information.
When tickets are booked by phone, the user must provide the call center operator with all of the accurate information needed for the reservation.
Problems with bookings
Vacaciones eDreams will not accept liability if you do not receive the confirmation email due to problems with your email account or server. Remember to check your email 24-48 hours after making the reservation.
Please note that a travel agent will review your reservation and verify that we have all the necessary information before issuing your ticket. If we are unable to reach you, or do not receive the requested documents by fax or email, your reservation could be cancelled.
If your financial institution does not authorize a payment charged to your card, we will notify you of the problem by email in order to determine whether the information you gave us was accurate, or to allow you to use another card. If we do not receive a response, your reservation will be cancelled automatically.
Fares
Crossfaring
This type of flight reservation is composed of two independent tickets, one for the outward journey and one for the return trip.
The conditions for cancellation, modification and reimbursement are different for each ticket, and vary depending on the fare and the airline issuing the ticket.
Cheapest fare:
When the buyer chooses the "Cheapest" fare, unless otherwise indicated, it will be a restricted fare that allows no changes. In the event of a cancellation, no refunds will be permitted. This means that it is not possible to use the ticket for a purpose other than that for which it was booked. This includes using the return flight without having previously used the ticket for the outward journey.
Prices
Prices may be reviewed due to fare modifications and changes caused by currency exchange rate fluctuations for products or services outside Spain offered on the Vacaciones eDreams website.
Availability of reservations and agreements between airlines
Availability of reservations: Please note that some airlines do not update their actual availability in Amadeus (the airline reservation system to which our system is connected). Although every effort is made to maintain actual availability, airlines may occasionally reject a reservation. Because such errors are beyond our control, Vacaciones eDreams is not liable in these cases. In such a case, we would contact you by email.
The number of seats available on each flight is generally determined solely by the airlines.
Agreements between airlines: Sometimes the reservation system will automatically allow for seats to be requested, involving airlines that have no agreements among themselves. In such cases, it may be impossible to issue plane tickets.
The reservation systems to which travel agencies and airlines are connected are designed to search for available seats. However, on routes involving several airlines, they cannot verify for themselves whether there are agreements between such airlines.
In such cases, Vacaciones eDreams will notify the client by email.
Discounts for residents of the Baelearic Islands, the Canary Islands, Ceuta or Melilla
If you reside in the Balearic Islands, the Canary Islands, Ceuta or Melilla, you can benefit from this discount as long as your flight originates or ends in these Autonomous Communities, and the fare allows it. Remember to select the resident discount option in the corresponding section. This applies only to flights on Iberia, Spanair and Air Europa, or any airlines including such a discount in their conditions.
Please note that the airline can request the necessary documents at the check-in counter. Therefore, if the documents do not meet the appropriate requirements, or the client provides inaccurate information, Vacaciones eDreams declines any responsibility.
The resident discount will NOT be applied to the reservation unless it is requested before the tickets are issued. If the discount is requested after the tickets are issued, it will not be possible for us to adjust the fare.
The resident discount is a subsidized reduction applied to regular air transport service fares, granted by the Spanish government. This benefit is applicable to Spanish citizens and citizens of other European Union member states, as well as the other signatory states of the European Economic Area (currently Norway, Iceland and Liechtenstein) and Switzerland, who can prove their status as residents of the Balearic Islands, Canary Islands, Ceuta or Melilla, and are traveling between their place of residence and any other place in Spain.
Those persons meeting the above criteria must prove residency by showing their national ID document (DNI) or residence permit, for citizens of the European Union or the European Economic Area (currently Norway, Iceland and Liechtenstein) and Switzerland, as long as the document is valid and shows the address entitling the holder to the discount. Those residents whose national ID document does not show the address entitling them to the discount, or minors who have no ID card, must present a valid certificate of residency from their City Council.
During check-in, the airlines are obligated to thoroughly verify the identity of the beneficiary whose name is shown on the ticket, along with his or her personal documents; in other words, all passengers traveling with resident discount tickets. It is therefore essential for all beneficiaries traveling with resident discount tickets to carry documents accrediting their identity, either a national ID document or a residence permit, along with any necessary certificates, as described earlier.
Duplicate reservations
Vacaciones eDreams is not liable for duplicate reservations made by the client on our site. In any case, we will offer all possible alternatives permitted by the fare conditions.
Our website will not prevent users from making impossible reservations, such as flights to different places at the same time or a flight to one destination and a hotel at another destination at the same time. If the user makes this kind of impossible reservations, Vacaciones eDreams will not accept any liability and will not reimburse the user for the amount of the bookings.
Tickets
Electronic
An electronic ticket, or e-ticket, is registered directly and securely in the airline’s reservation system, and does not generate paper documents or tickets. It can be identified at all times using the reservation localizer.
Advantages:
- It is more economical.
- It does not need to be sent, and the client does not have to wait.
- There is no risk of losing it.
- It is not damaging to the environment, as it avoids the unjustified use of paper.
By early 2008, all tickets are expected to be issued in electronic format.
Printed
Because the airlines and the check-in systems at airports are sometimes being updated, it is possible that some tickets must be issued on paper.
If the airline allows e-tickets and the client wants a printed ticket, some airlines may add an extra charge for the printed ticket.
Direct flights with un-notified service stops
In some cases, un-notified service stops can be displayed, which can occasionally involve a plane change or waiting time at the airport. If the airline enters this information in the reservation system, the agency will make it available to clients. Otherwise, it is impossible for the agency to notify clients.
Vacaciones eDreams is not liable for un-notified stops.
General and specific conditions for flights
Airline regulations
As a travel agency, Vacaciones eDreams acts as an intermediary between its clients and the airlines. The airlines dictate the different regulations that affect travel.
Cancellation insurance
Vacaciones eDreams and the insurance company Elvia, of the Mondial Assistance group, offer you the chance to purchase cancellation insurance.
We recommend that you purchase such insurance if you would like to be covered for cancellations caused by illness, the loss of a job, or other unexpected events. Cancellation insurance also allows you to receive a refund within a shorter time period than those established by some airlines, which can take several months to process such claims.
Please review the conditions here.
Conditions for changing and/or canceling flights
Changes:
If you need to make a change or cancellation, it is your responsibility to notify Vacaciones eDreams to find out whether it can be done, the possible penalties and the steps that must be taken.
Send an email IMMEDIATELY to modification.cancellation@edreams.com or call 00800 55 88 55 00 and wait for one of our agents to reconfirm the cancellation or change. Vacaciones eDreams will inform you of the cost for such changes, if they are possible. We must point out that with unrestricted fares, the failure to cancel will result in "no show" status, and therefore the complete loss of your right to a refund.
For urgent matters during weekends, including changes and cancellations, please send an email to weekend.urgent@edreams.com to notify eDreams of any changes you wish to make to your reservation.
Cancellations:
Reservations are definitive, and Vacaciones eDreams will issue the tickets booked with the exact information entered by the client. We therefore urge you to carefully check the dates, origin, destination and the names of the passengers. When you make a reservation, you are stating your intent to purchase the ticket. If you cancel the operation, you may be required to pay cancellation fees or, in accordance with airline regulations, you may not be entitled to a refund.
Tickets are issued within a period ranging from 45 minutes to 24 working hours from the time of booking. This is usually done automatically after verifying the credit card charge, bank transfer or deposit.
If you are unable to travel, you must request a refund, which will be processed if permitted. Otherwise, you could make use of your cancellation insurance, as long as it covers your situation. In order to recover your money in the event of unforeseen circumstances, we recommend purchasing the cancellation insurance offered by Elvia, which is available through our website.
Modifying first and/or last names on a reservation
It is not possible to change first or last names on a reservation or ticket. If it is necessary to change first or last names, we have to cancel the reservation and process a return of the ticket (if your fare allows this).
Because it is not possible to change names, we urge you to be particularly careful when typing passenger names, which must match those on the documents presented at the airport on the day of the flight. If the information on the ticket does not match the documents presented, the airline may not allow the passengers to board. In this case, Vacaciones eDreams declines any responsibility.
Refunds
Refunds are only authorized and processed by the airlines, and are subject to the fare conditions.
Economy fares, also known as discount fares or “Economy with Restrictions,” are usually NOT refunded. For these cases, Vacaciones eDreams recommends that you purchase cancellation insurance from Elvia, if available. Vacaciones eDreams will also charge a processing fee for refunds, in addition to any charges established by the airline.
The passenger will not be entitled to any refunds if refused boarding due to:
- failure to present the required documents (passport, visa, immunization certificate, etc.);
- presenting invalid or expired travel documents;
- failure to comply with all applicable laws;
- any reason not caused by the agency or the airline.
Penalties
For all direct or indirect refunds requested by the passenger, and permitted by the applied fare, a handling fee will be charged in addition to any fees established by the airline.
Similarly, in addition to any charges established by each airline, any voluntary changes or reissues requested by the passenger involving changes in the date, routes or name, when permitted by the airline, will result in an administrative fee of €25 per reservation.
Lost tickets
In any case, the airline’s instructions will be followed. In most cases, tickets must be reissued and paid for at the same time the processing of the refund begins, which can take up to 12 months. The passenger will be responsible for any additional fees resulting from such processing, such as shipping charges.
If tickets are lost, the airline is obliged to provide the passenger with a Lost Documents Form, or a Disclaimer of Responsibility for Lost Documents, which must be completed in order to request the corresponding refund.
A police report will also be needed. If the company allows the processing of a reissue or duplicate ticket, this is one of the documents required.
In most cases, it is necessary to reissue the ticket or issue a duplicate and pay for the purchase of a new one while beginning the refund process for the original ticket.
Some airlines may have different regulations, so it is always necessary to check the procedures to be followed directly with each airline.
Luggage
Each airline has its own rules concerning luggage. If your luggage is lost or damaged, go to the Customer Service offices (Lost and Found) of the airline in question.
Checking in at the airport
For domestic flights, you are required to arrive at the check-in counter an hour and a half before the departure time for your flight. For international flights, you must check in two hours before departure time.
For charter flights, clients are informed of the schedules and meeting place upon receipt of the documents. The client’s failure to comply with the rules explained in this section will exempt Vacaciones eDreams from any later claims.
Methods of payment, collection and invoicing
Secure Server
Our secure server accepts the following types of cards:
To further guarantee your security, each time you make a purchase from eDreams, you will be asked to re-enter your card information, which is not stored with the information you provide during registration. All information is encrypted by our secure server.
We do NOT accept 6.000 cards.
Payment with Debit or Electron cards
Financial institutions may temporarily block the amount of your available credit until the final charge is made, and later reverse the temporary charge. In other words, you might temporarily see duplicate charges, one of which will automatically be reversed by your financial institution.
Payment by bank transfer or deposit
When paying by bank transfer or deposit, it is the buyer’s responsibility to perform both operations and send a fax with proof of payment to +34 93 508 85 82.
Vacaciones eDreams will not issue the tickets until the appropriate amount is deposited into the designated account. Because airlines change their fare conditions and establish expiration dates for reservations, Vacaciones eDreams cannot be responsible for maintaining the price or availability of the fare booked in the event of a payment delay. If the fare expires, it will be necessary to make a new reservation and assume the cost of the new fare, if this occurs.
Reservations for third parties (the person paying for the ticket is not one of the passengers)
You can make a reservation even if you are not one of the passengers. Vacaciones eDreams reserves the right to review, authorize or refuse to authorize such reservations.
Vacaciones eDreams may require that an express authorization be sent by fax by the paying client, along with a legible photocopy of his or her national ID document (DNI) or passport, if deemed necessary.
Amounts withheld temporarily
Financial institutions often temporarily block the amount of available credit until the final charge is made, and later reverse the temporary charge. The client may temporarily see such duplicate charges, but one of them will automatically be reversed by the financial institution.
Amounts withheld in this manner will disappear automatically from the card statement within approximately one or two weeks.
Remember that such amounts are withheld by all travel agencies, and that these are not isolated incidents in Spain, as they are caused by the operations between financial institutions, the companies issuing debit and credit cards, and IATA. Travel agencies give the order to issue the ticket, but the payment collection processes are handled by the parties mentioned above.
Handling fees
Since January 1, 2004, Vacaciones eDreams applies service charges to the purchase of airline tickets.
Service charges include handling and ticket issue fees, are not refundable under any circumstances, and are independent of the fare selected by the buyer. Such fees will be applied again in the event of changes or refunds, if the fare allows such operations (except in situations where they are not requested by the buyer).
Additional fees will be applied in the following cases:
- Urgent shipping or shipping to the Canary Islands, Ceuta, Melilla, and outside of Spain
- €10 in additional service charges if you make your reservation by phone via our call center.
- Requests for changes or refunds will result in handling fees of €25 per person.
- €10 in additional service charges per person if you decide to come directly to our travel agency to pick up your tickets.
Charges for issuing tickets
Separate charges for Vacaciones eDreams and the airline.
It is normal for the purchase to contain several items, which will appear as 2 separate charges, one for the airline and the other for Vacaciones eDreams.
One of the items will correspond to the airline, and will consist of:
- Airfare
- Fees
The rest of the charges are made by Vacaciones eDreams and include the following items, among others:
- Handling fees applied by Vacaciones eDreams
- Insurance (if requested)
The sum of both charges (airline + eDreams) will match the amount shown on our website.
Sometimes the entire amount may appear as only one charge, made up of the charges applied by the airline and those applied by eDreams.
Requesting invoices
You can send your invoice request to backoffice-en@edreams.com
Documents and health information
Documents and health information
Each destination has its own requirements as far as entry formalities, vaccinations, etc., which can also vary depending on the passenger's nationality.
It is your responsibility to collect that information. No incidents arising from the failure to comply with such official regulations will be considered the responsibility of Vacaciones eDreams. We therefore urge you to always verify the different formalities of the chosen destination or transit countries, as well as the time needed to take all of the related steps.
Without the necessary documents, you will NOT be allowed to travel. If you are not sure about the regulations applicable in each case, consult the embassies/consulates of the countries you are traveling to.
Minors
For passengers who are minors, it is mandatory to travel with a national ID document (DNI) or passport, as appropriate. If minors are traveling without parents or legal guardians, a signed authorization from the parents will be required.
Persons under the age of 18 cannot be responsible for another minor (Article 157 of the Spanish Civil Code).
Travel insurance
Vacaciones eDreams gives you the option of purchasing insurance. You can purchase insurance along with your tickets.
Iberia flights with serial numbers
Flight numbers IB 6000-6999
Passengers must have in their possession all documents required by law or by the authorities of the countries they are traveling to, through or from. The passengers themselves are solely responsible for complying with all requirements in each case (passport, visas, national ID document).
Flights numbered IB 6xxx, between Madrid and Barcelona or Barcelona and Madrid, are international flights (departing and arriving in Madrid through Terminal T1 and departing and arriving in Barcelona through Terminal B). All passengers (including children and infants) must therefore travel with a valid national ID document or passport. Minors under the age of 18 traveling alone on these flights will also need, in addition to the documents listed above, an authorization signed by their parents or guardians. Spanish residence permits (NIE) are not valid on these flights unless accompanied by a passport.
Flights numbered IB 6xxx, between Madrid and the Canary Islands, are international flights (departing and arriving in Madrid through Terminal T1). All passengers (including children and infants) must therefore travel with a valid national ID document and/or passport. In addition to the documents indicated above, minors under the age of 18 traveling alone on these flights will also need an authorization signed by their parents or guardians. Spanish residence permits (NIE) are not valid on these flights, unless accompanied by a passport.
Children under the age of 14 traveling on Iberia flights numbered 6xxx ARE obligated to present their national ID document (DNI)/passport.
Flights numbered IB 5000-5999 (Operated by Clickair Low Cost)
Although these flights are identified using IB company numbers, they are operated by Click Air. It is therefore mandatory to comply with Click Air regulations.
Flights with passengers in transit through or traveling to the United States and/or Puerto Rico
Documents required for passengers in transit through or traveling to the U.S.
In compliance with U.S. government requirements, airlines are legally obligated to allow United States Customs and Border Protection (CBP) to access certain travel and booking information for passengers traveling to, from or in transit through the U.S.
This data is mainly used to prevent and fight terrorism, organized crime and other serious transnational criminal offenses.
The United States Department of Homeland Security requires all passengers traveling to/through the United States and Puerto Rico to carry a machine-readable passport or, if this is not possible, a conventional passport and a machine-readable visa. In addition, minors who are citizens of Visa Waiver Program (VWP) countries and are included in their parents’ passports will no longer be able to travel to the U.S. with such passports. They will need their own Machine-Readable Passports (MRP).
We urge you to pay special attention when traveling with airlines bound to a third country that make transit stops in the U.S./Puerto Rico. Please consult the U.S. Embassy, as the following documents are required:
- Transit visa
- Electronic passport
You are hereby informed that the airlines are required to thoroughly examine the documents of all passengers, and to not allow them on the flight if they fail to meet these new requirements. If you are not allowed to board your flight for failure to comply with one of the above requirements, Vacaciones eDreams will be exempt from responsibility.
IMPORTANT: For any questions concerning the documents required to travel to/through the United States, please consult the U.S. Embassy in your country. Please refer to this site for more information www.unitedstatesvisas.gov
E-ticket flights to the United States
If you are traveling to the United States, please visit one of these websites and print out the corresponding documents:
Using your Confirmation Locator, go to http://www.checkmytrip.com and print your itinerary.
The Electronic Expense Receipt or e-ticket receipt may be required under current security regulations in the United States. We recommend that you print out the documents indicated above and your confirmation email and attach them to your travel documents.
Flights with transcontinental airlines on European routes
Presentation of national ID documents/passports on all flights.
Following instructions from the Civil Aviation Authorities: All airlines must ask their passengers to present their national ID document (DNI) or passport on all flights, depending on the destination
The objective of this new rule is to verify that the passenger's identity matches the information on the ticket and boarding pass. It will be applied on all flights, regardless of the destination.
These documents will be requested at both the check-in counter (if used) and the boarding gate. Passengers who check in online or using the automatic check-in machines at the airport must present their documents at the boarding gate.
Consequences of failure to comply with the above rule.
In compliance with this regulation, airlines will refuse boarding to those persons who fail to present these documents, or whose identity does not match the name on their boarding pass.
US Department of State
It is strongly recommended that clients double-check, on the website provided by US State Department travel.state.gov/travel/cis_pa_tw/cis/cis_1765.html, the situation and requirements of the country or countries to which they are traveling, in accordance with the information published on the website. This site contains updated advice on all countries and any associated risks.
New European security regulations at airports
In order to protect you from the new threat of liquid explosives, the European Union has adopted new security regulations that restrict the amount of liquids you can take through security checkpoints. These rules will apply to all passengers departing from airports within the European Union, regardless of their destination.
The new rules mean that you and your luggage will be checked for liquids, in addition to other forbidden articles, at security checkpoints. However, the new rules do not limit the liquids you can buy at the airport shops located beyond the point where you show your boarding pass, or on board European Union airline flights.
These European regulations will remain in effect until further notice.
What’s new?
When packing your bags, you are only authorized to carry small amounts of liquids in your carry-on luggage. These liquids must be in individual containers with a maximum capacity of 100 milliliters each. The containers must be placed in one transparent, sealable plastic bag per passenger, with a capacity no greater than one liter.
At the airport
To help detect liquids, you must:
- Present all liquids you are carrying for examination by security personnel at the checkpoints.
- Remove your jacket and/or coat. These will be inspected separately while you proceed through the checkpoint.
- Remove laptop computers and other large electronic items from your carry-on luggage. These will be inspected separately while you proceed through the checkpoint.
Liquids include:
- Water and other beverages, soups, syrups
- Perfumes
- Gels, including hair care gels and shower gels
- Pastes, including toothpastes
- Mascara
- Creams, lotions and oils
- Sprays, aerosols
- Contents of containers under pressure, including shaving creams, other soaps and deodorants
- Liquid/solid mixtures
- Any other items of a similar consistency
What does not change?
You can still:
- Place liquids in your checked baggage. The new rules only affect carry-on luggage.
- Carry medicines and products associated with dietary needs, including baby foods, in your carry-on luggage for use during the trip. You may be required to show proof that these items are necessary.
- Purchase liquids, such as beverages and perfumes, at shops located beyond the point where you show your boarding pass at European Union airports and on board flights on European Union airlines.
If these items are sold in a specially sealed bag, do not open the bag before passing through the security checkpoint. Otherwise, the contents of the bag could be confiscated at the checkpoint. (If you will be in transit at a European Union airport, do not open the bag before passing through the checkpoint at the transfer airport, or through the last airport if you will pass through several airports.)
All of these liquids are in addition to the amounts contained in the transparent plastic bag mentioned earlier.
If you have questions about these new rules, please contact your airline or travel agency before departure.
Please be courteous and cooperate with airport security and airline personnel.
This document was prepared by the European Commission, the AEA (Association of European Airlines) and the ACI (Airports Council International – Europe).
Special services
Special services
ALL special services must be requested before the ticket is issued. Before making your reservation, please contact our call center in order to make the appropriate request to the airline.
The airline reserves the right to accept or refuse such services.
If you are unable to contact any of our travel agents, we recommend that you make a note of the service you wish to request in the OBSERVATIONS field. Otherwise, we will not be responsible if the ticket is issued and the service is not confirmed.
Low-cost airlines DO NOT ACCEPT PETS. (See conditions.)
Transporting pets in the cabin or luggage compartment
Pets, such as dogs, cats, birds, etc., meeting legal and documentary requirements (more information is available at travel.state.gov/travel/tips/tips_1232.html#pet ) can be accepted as luggage in the passenger cabin or luggage compartment, if requested. In any case, it is mandatory to apply the excess baggage rate to pets.
This will therefore be done at the passenger’s request, if the booking is authorized. Certain pets can be accepted for transport in the cabin, as long as they meet the conditions established by each airline.
Guide Dogs
Remember that, AFTER THE SERVICE IS REQUESTED AND THE REQUEST IS CONFIRMED, before the ticket is issued, GUIDE DOGS WILL ONLY BE ALLOWED IN THE CABIN AS FOLLOWS:
- When accompanying passengers who depend on them for orientation.
- Such dogs will not occupy a seat, and will accompany the passenger where they are least likely to disturb the other passengers.
The dog’s weight will not be included in the free weight allowance granted to the passenger for the trip.
The regulations concerning acceptance, documentation, disclaimer of liability by the airline, and type of container (if traveling in the luggage compartment) will be the same as for other pets.
For deaf passengers, a medical certificate will be required confirming their condition, and confirmation from the airline will also be required.
Passengers with reduced mobility
This category includes passengers who may require special assistance during travel due to sensory or locomotor limitations. Some examples are passengers requiring a wheelchair, passengers with impaired hearing or sight, sick passengers requiring a stretcher, and passengers who, for different reasons, require any other type of assistance during travel.
Planes belonging to airlines offering this service have a limited number of seats devoted to these services. Civil aviation regulations also limit the number of passengers with reduced mobility per flight, depending on the type of disability and other circumstances. In order to prepare the measures required for proper service provision, the reservation must be requested 48 hours before the expected date of departure. For the above reasons, we recommend that you make your reservation as far in advance as possible.
Check the conditions for LOW-COST airlines.
Accompanied/unaccompanied minors
Accompanied minors:
Children under the age of 2 (infants, or INF) are those who have not reached their second birthday on the date of the flight (outgoing and return), and who do not occupy a seat. If they do occupy a seat, they will be treated as children between the ages of 2 and 11 years.
Babies under 8 months. For intercontinental flights, airlines are equipped with bassinets, but there is always a limited number available. This service can therefore not be booked online, and ALWAYS must be requested before the ticket is issued, or in the Observations field that we offer our clients.
ALWAYS CHECK THE CONDITIONS FOR LOW-COST AIRLINES.
One adult traveling with two children under the age of two:
Flight safety regulations require that one adult passenger traveling with 2 infants must carry an approved car seat in which one of the babies will travel, which will be placed on the seat next to the adult passenger.
The other infant will travel in the adult passenger's arms, with the additional seatbelt provided by the cabin crew, as has been the case up to now.
The fare to be applied to the infant occupying a seat in the car seat will be the same as for a child between the ages of 2 and 12 years.
In any case, ALWAYS consult your travel agent, as the above rules vary depending on the airline.
CHECK THE CONDITIONS FOR LOW-COST AIRLINES.
Children between the ages of 5 and 11 years traveling without an adult (UM, or unaccompanied minor)
Unaccompanied minors:
Minors between the ages of 5 years and under the age of 12 cannot travel alone. The airlines offer a mandatory escort service for children in this age group. There is sometimes a charge for this service, so we recommend that you check before confirming your reservation.
Persons under the age of 18 cannot be responsible for another minor (Article 157 of the Spanish Civil Code).
Like any other passenger, children traveling as unaccompanied minors must carry the proper documents (passport, national ID card (DNI), residence permit, family book (Libro de Familia) or certified copy of the latter, if appropriate) on all flights, and must fill out the form provided at the airline check-in counter. The parents or guardians must present the necessary documents (DNI, passport or residence permit).
Depending on the airline, minors may travel unaccompanied as long as the airline offers this service. Many airlines may also have rules establishing different age limits or fares, or may not allow minors to travel unaccompanied, so you should ALWAYS check the conditions.
Internet reservations are not permitted. Please contact our Call Center.
Airlines offering this service may sometimes charge an additional fee, which will be added to the amount of the fare for the reservation.
CHECK THE CONDITIONS FOR LOW-COST AIRLINES.
Unaccompanied minors between the ages of 12 and 18 years (YP, or young people):
Some airlines offer a service for assisting and accompanying passengers between the ages of 12 and 17, on request. To be considered an adult for the purpose of accompanying a minor, a person must already be 18 years old. Such passengers are also considered adults as far as the fare is concerned.
However, many other airlines DO NOT OFFER THIS SERVICE. Please check the conditions for each airline or contact our Call Center.
CHECK THE CONDITIONS FOR LOW-COST AIRLINES.
Pregnant women and infants
The airlines belonging to IATA (International Air Transport Association) have agreed upon the following recommendations for the transport of pregnant women and infants:
Pregnant women
Air transport is normally safe for a pregnant woman. However, most airlines have applied some restrictions. They particularly advise against air transport during the last month of pregnancy and the first 7 days after the birth.
As a general rule, a medical authorization is recommended for traveling:
- After the 28th week of pregnancy.
- If the birth is expected less than 4 weeks after the departure date.
- If any complications are expected during the delivery.
In any case, the airline reserves the right to refuse boarding if any risk is observed in the passenger.
Babies
Air travel with premature babies or those less than 15 days old is not recommended. Keep in mind that:
- The changes in cabin pressure may cause pain in the baby, who may require some kind of pain reliever.
- Babies are subject to dehydration, so we recommend keeping them well hydrated before and during the flight.
In any case, the airline reserves the right to refuse boarding if any risk is observed.
Conditions of contract and other important notices
Conditions of contract
Passenger ticket and baggage claim check
If the passenger’s journey ends or makes a stop in a country other than the departure country, the Warsaw Convention can be applied, which governs such travel and, in most cases, limits the liability of carriers for death or personal injury, as well as lost or damaged luggage. Please also see the notice entitled “Notice to international passengers on limitation of liability” and “Notice on liability limitations for luggage.”
Conditions of contract
- For the purposes of this contract, “ticket” means “passenger ticket and baggage claim check,” or this Itinerary/Receipt, if the ticket is an e-ticket accompanied by these conditions and notices; “carrier” means all air carriers who transport or agree to transport the passenger or his or her luggage by virtue of this contract; “e-ticket” means the Itinerary/Receipt issued by or on behalf of the carrier, the Electronic Coupons or, if appropriate, a boarding document; “WARSAW CONVENTION” means the Convention for the Unification of Certain Rules Relating to International Carriage by Air, signed in Warsaw on October 12, 1929, or that Convention as modified in The Hague on September 28, 1955, as appropriate.
- The carriage provided by virtue of this contract is subject to the rules and limitations regarding liability established by the Warsaw Convention, unless such carriage is not “international carriage” as defined under the Convention.
- Unless contrary to the above, all transport and other services provided by each carrier shall be subject to: 1) The provisions shown on this ticket, 2) applicable fares, 3) the conditions of carriage established by the carrier and the attached regulations that form part of this contract (and can be consulted at the carrier’s offices), except when carriage takes place between a point in the United States or Canada and any point outside of those countries, in which case the current regulations applicable in those countries will apply.
- The name of the carrier may appear abbreviated on the ticket, as long as the full name and the abbreviation are shown in the carrier’s manuals, conditions of carriage, regulations and timetables; the carrier’s address is that of the departure airport shown on the ticket before the first instance of the abbreviated form of the carrier’s name; the agreed stops are those points printed on this ticket, or shown on the carrier’s timetables as scheduled stops on the passenger’s itinerary; carriage provided by several carriers by virtue of this contract will be considered a single operation.
- Any carrier issuing tickets for carriage on the airlines of another carrier is only acting as an agent for the other carrier.
- Any exclusion or limitation of liability for the carrier shall be applied and will benefit its agents, employees and representatives, and any person whose aircraft uses the carrier for carriage, and his or her agents, employees and representatives.
- Checked baggage shall be handed over to the bearer of the baggage claim check. In the event of damage to the luggage during international carriage, the appropriate written claim should be submitted to the carrier immediately after the damage is discovered, within 7 days of receipt of the luggage. In the event of a delay, the claim must be submitted within 21 days of the date of receipt of the luggage. Please see the manuals and conditions applicable to non-international carriage.
- This ticket is valid for one year from the date of issue, unless otherwise specified on the ticket itself, in the carrier’s fare manuals, the conditions of carriage or the applicable regulations. The fare for carriage provided by virtue of this contract is subject to modification before the beginning of the journey. The carrier can refuse to provide carriage if the applicable fare has not been paid.
- The carrier agrees to make every possible effort to transport the passenger and his or her luggage with reasonable diligence. The times indicated on the timetables or anywhere else are not guaranteed, and do not form part of this contract. If needed, and without prior notice, the carrier may be replaced by other carriers, use other airplanes, or modify or suppress stops scheduled on the ticket. Timetables are subject to modification without prior notice. The carrier does not accept responsibility for guaranteeing connections.
- The passenger must comply with government requirements for the journey and present departure and entry documents and any other documents required, in addition to arriving at the airport at the time indicated by the carrier and, if none is established, with sufficient time to complete all departure procedures.
- No agent, employee or representative of the carrier has the authority to alter, modify or renounce any of the provisions of this contract.
Notice to international passengers on limitation of liability
Passengers making journeys in which the destination or one or more intermediate stops are located in a country other than the flight's country of origin are hereby informed that the provisions of the Warsaw Convention may be applicable to the entirety of their journey, including any part taking place completely within the countries of origin/destination. For those passengers traveling to, from or with a stop in the United States of America, the aforementioned Convention and the special conditions of carriage incorporated in the applicable fares establish that the liability of carriers who have subscribed to such special contracts is limited, in most cases to death or personal injury to passengers, or proven damages not to exceed $75,000 US per passenger,* and that liability up to the aforementioned limit will not be dependent on negligence by the carrier.
For those passengers who travel using the services of a carrier that has not subscribed to such a special contract, or on a journey that does not originate, terminate or have a scheduled stop somewhere in the United States of America, the carrier’s liability is limited to death or injury to passengers, in most cases to approximately $10,000 or $20,000 US.
The names of the carriers that have subscribed to such special contracts are accessible to the public in all ticket offices of that carrier, and may be examined on request. For additional protection, you can usually purchase insurance from a private company offering such policies. Such insurance policies are not affected by the liability limitations derived from the Warsaw Convention that affect the carrier, or by the special contracts of carriage described above. For additional information, please contact your airline or insurance company.
Note: The liability limit of $75,000 US includes costs and fees, except for claims presented in states where sentences set such costs and fees separately, where the limit will be $58,000 US, excluding costs and fees.
Notice on liability limitations for luggage
Liability for loss, delay or damage to luggage is limited unless a higher value has been declared, and additional charges have been paid. For most international travel (including the domestic portions of international journeys), the liability limit is approximately $9.07 US per pound ($20.00 US per kilo) for checked baggage, and $400 US per passenger. For certain types of articles, a higher value can be declared. Carriers do not accept liability for fragile, valuable or perishable items. You can request additional information from the carrier.
Luggage
Loss or breakage: Please go to the Customer Assistance (Lost and Found) offices of the airline you traveled with.
Hazardous articles in luggage
For safety reasons, passenger luggage cannot contain hazardous articles such as the following:
- Compressed gases (intensely cooled, flammable, non-flammable and poisonous) such as butane, oxygen, liquid nitrogen, or compressed air tanks for diving.
- Corrosive substances such as acids, alkalines, mercury and wet electrical accumulators.
- Explosives such as ammunition, fireworks and flares.
- Flammable liquids and solids such as fuels, matches, paints, thinners and lighters.
- Radioactive materials, wallets or briefcases with built-in alarm systems.
- Oxidants such as chloride of lime and peroxides.
- Poisonous and infectious substances such as insecticides, herbicides and live viruses.
- Other hazardous items such as magnetized, unpleasant or irritating materials.
Limited amounts of medicines and toiletries needed for the journey are permitted, such as hairsprays, perfumes or medicines containing alcohol. Many of the articles mentioned may be carried as merchandise if they are packaged in accordance with regulations.
Request additional information if needed.
Notice to passengers on taxes, duties and government fees
The price of this ticket may include taxes, duties and fees applied to air transport by government authorities. Such taxes, duties and fees may represent a significant portion of the price for air transport, and can be included in the fare or detailed separately in the “TAX/DUTY/CHARGES” box on the ticket. The passenger may also be required to pay any taxes, duties and fees that have not been charged earlier.
Check-in and timely arrival at the airport
For domestic flights, you are required to arrive at the check-in counter an hour and a half before the departure time for your flight. For international flights, you must check in two hours before departure time.
We recommend that you arrive at the airport considerably earlier in situations such as high seasons, labor strikes or bad weather, or any other unusual event, in order to avoid last-minute incidents.
For charter flights, clients are informed of the schedules and meeting place upon receipt of the documents. The client’s failure to comply with the rules explained in this section will exempt Vacaciones eDreams from any later claims.
Warsaw Convention
See Warsaw Convention.
European Union list of airlines subject to prohibition to operate
To see the list of excluded airlines in the EU, click on this link.
Please refer to this link for the US view on Airline Safety:
www.faa.gov/passengers/fly_safe/safety_record
European regulations
See European Regulations. Regulations CE/261/2004.
eDreams general conditions for flights
This is an agreement between Vacaciones eDreams and the user.
If you would like to contact us regarding any aspect of our general conditions, send an email to customerservice@edreams.com.
Liability of Vacaciones eDreams
The User’s acceptance of the following limitation of liability is essential so that Vacaciones eDreams can issue and send the plane tickets. The purchase of plane tickets on this website belonging to Vacaciones eDreams implies full adherence to and acceptance of each and every general and specific condition by the client.
We operate as a Travel Agency, meaning that we act as agents for third-party suppliers such as airlines, wholesalers, hotel reservation centers, couriers, car rental centers, and insurance companies. This contract is therefore between the user and the supplier.
Because the service contract is between the user and the supplier, any query or complaint regarding the product should be addressed to the supplier. We will provide you with any assistance needed, and our customer assistance department is available to answer any questions or suggestions at claims@edreams.com.
If there are any changes in the information you have provided, or if erroneous information has been sent to the travel agency, it is your responsibility to let us know via the appropriate channels indicated by Vacaciones eDreams.
The User states that he or she is of legal age, and has legal capacity to purchase the services offered through the Vacaciones eDreams website.
Flights with low-cost airlines
Special conditions for low-cost flights
- Vacaciones eDreams allows you to book tickets with low-cost airlines. Low-cost tickets are not issued by Vacaciones eDreams, but by the airline, which is liable for the information received and the service provided.
- You will receive a confirmation email from Vacaciones eDreams when the airline confirms your reservation, containing the details of your flight.
- On reservations with low-cost airlines, you will find two charges on your card: the amount for the ticket, charged directly by the airline, and the amount of the booking service fee charged by Vacaciones eDreams (not refundable under any circumstances). The total price includes both charges.
- If you would like to make changes or request special services, you will have to contact the airline directly. Vacaciones eDreams cannot make changes or give refunds for low-cost airline reservations. The confirmation email that we send you will contain all contact information for the airline.
- Remember that all low-cost airlines prohibit the transport of pets and have limitations for authorizing special services. Contact these airlines if you have any questions.
- The confirmation email that we send you will contain all contact information for the airline operating your flight.
- For changes in timetables and/or flight cancellations, the airline will be solely responsible. It is essential that you reconfirm the status of your flights directly with the airline 48 hours before departure.
- Minors under the age of 14 cannot travel without an adult of 16 or older, who will be responsible for the children. Unaccompanied minors under the age of 14 will not be allowed to board the plane. (In any case, ALWAYS CONSULT THE SPECIFIC CONDITIONS FOR EACH COMPANY.)
- When low-cost flights are booked, Vacaciones eDreams cannot apply the discount for residents of the Balearic Islands, Canary Islands, Melilla or Ceuta. Immediately after purchasing the tickets, the client must contact the low-cost company, which will then apply the resident discount.
Policy on identification documents
- All passengers must have in their possession all documents required by the airline, the immigration authorities and other government authorities of the countries they are traveling to, from or through. Passengers are solely responsible for meeting all such requirements. Any fines or expenses resulting from the failure to comply with these requirements will be the passenger’s responsibility. Vacaciones eDreams recommends carrying a valid passport (with any visas required, if necessary) on all flights.
- All passengers must present a valid photo identification document at check-in and on all flights.
- The only photo identification documents accepted on low-cost flights are:
- A valid passport
- An ID card issued by the countries of the European Economic Area (EEA) (Germany, Austria, Belgium, Denmark, Spain, Finland, France, Greece, Ireland, Iceland, Italy, Liechtenstein, Luxemburg, Norway, Netherlands, Portugal, United Kingdom and Sweden, in addition to Switzerland).
- A valid driver’s license with photo (accepted only on domestic flights within the United Kingdom and on flights between the Republic of Ireland and the United Kingdom).
- Children under the age of 16 (including babies) traveling with an adult must present a photo identification document on flights between countries of the EEA (except domestic flights in the United Kingdom, between the Republic of Ireland and the United Kingdom, and German children under the age of 10 using the Kinderausweis travel document issued by the government). The identification documents accepted for children under 16 are: a valid passport or inclusion in the passport of the parent they are traveling with, or a valid ID card issued by an EEA country. Only children under 16 traveling with an adult on domestic flights in the United Kingdom, or on flights between the United Kingdom and the Republic of Ireland, may travel without a photo identification document.
- Expired photo identification documents will not be accepted on any flights. If a valid photo identification document matching the name on the reservation is not presented, it will not be possible to check in, and the price of the flight will not be refunded.
New security measures for flights to and from the United States and San Juan, Puerto Rico
Since October 4, 2006, the American authorities allow passengers traveling to and from the U.S. and San Juan, Puerto Rico to carry some liquids, gels and/or sprays in their carry-on luggage, under the conditions described below:
Passengers are allowed to carry personal toiletry items, in containers up to 90 ml per unit, inside one transparent, sealable plastic bag, with a capacity of 1 liter.
IMPORTANT: This bag must be removed from the carry-on luggage, and will proceed through the security checkpoint independently.
Milk or juice will be permitted for passengers traveling with babies, as well as medicines (liquids, gels or sprays), insulin and other essential medicines in sufficient quantity for the flight.
IMPORTANT: It is forbidden to carry any liquids other than those described above. Any liquids not meeting the required conditions will be confiscated. Frequent searches will continue to take place at the boarding gates.
New security measures for carry-on luggage on flights departing from any European airport
On November 6, 2006, in accordance with European Union Regulation 1546/2006, the list of items prohibited or limited in carry-on luggage was modified to include liquids, gels, pastes, lotions, solid/liquid mixtures, toothpastes, shampoos, sprays, shaving creams, aerosols, perfumes, beverages, soups, and other items of a similar consistency.
Consequently, each passenger may carry only small quantities of such items in their carry-on luggage (100 ml per container), which must be placed inside a transparent, zip-lock plastic bag, with a capacity no greater than 1 liter.
These small containers must also be placed loosely inside the bag in order to facilitate inspection by security personnel, as passengers must present these bags separately from their carry-on luggage at checkpoints.
The following items are exempt from this restriction:
- Medications and dietary products for use during the flight. The passenger may be asked to prove the authenticity of such items at security checkpoints.
- Items purchased by passengers at duty-free shops aboard aircraft, as long as such items are contained in sealed, tamper-proof plastic bags. These bags, which may not be opened until the final destination, must be accompanied by proof of purchase showing the current date. Items that are not duly sealed may be confiscated by the appropriate authorities at security checkpoints.
- These regulations do not affect checked baggage, where clients may carry liquids, creams, and items of a similar texture as before.
European Union Regulation 1546/2006 also establishes that:
- Passengers must remove their jackets and coats, which will pass through the scanner separately while clients walk through the metal detector archways.
- Laptop computers and other large electronic devices must also pass through the scanner separately.
These Regulations apply to all passengers departing from or in transit through any airport in the European Union,* in addition to Switzerland, Iceland and Norway, and are similar to those already being applied to flights departing from airports in the United Kingdom, and flights departing from or bound for the United States. In what countries are the new regulations being applied?
The Regulations are applicable at all airports located in European Union member states: Germany, Austria, Belgium, Czech Republic, Cyprus, Denmark, Slovakia, Slovenia, Spain, Estonia, Finland, France, Greece, Holland, Hungary, Ireland, Italy, Latvia, Lithuania, Luxemburg, Malta, Poland, Portugal, United Kingdom, and Sweden. They also apply to airports in Norway, Iceland and Switzerland.
For the purposes of this document, any reference to the “European Union” refers to all countries where these Regulations are applicable.
To what flights do the new regulations apply?
To all flights departing from airports in the European Union, regardless of the destination or nationality of the airline.
They also apply to passengers transferring from one flight to another in airports in the European Union.
Similar measures will be applied to flights to and from the U.S.
In this section, you can view the flight reservations you have made and check their status. Enter the email address you gave us when you made the reservations and your eDreams user password in order to access that information.
To view, modify or cancel hotel and vacation package reservations, see the instructions displayed on your reservation confirmation or call 00800 55 88 55 00. International Freecall: Lines are open Monday – Friday 9:00 – 20:00 Continental European Time.
Now eDreams makes it easy for you to check in for your flight.
If you have reserved a flight with one of the following companies, you can check in online before going to the airport, and head straight for your boarding gate once you get there. Some companies also allow you to select your seat. This service is available after the purchase is confirmed, starting one or two days before departure (depending on the airline), and is subject to certain conditions.
Simply access the link indicated for each airline below and follow the steps indicated by the company operating your flight. You will need certain information about your flight, such as the reservation code, date and departure airport. We recommend that you keep the confirmation email we sent after you made your reservation on hand for this purpose.
For online check-in with the following airlines, you will need the second email that we sent to confirm the purchase of your flight.
Over 100,000 clients already trust in eDreams for their travel reservations. At eDreams, we use the latest data encryption techniques to ensure that your purchases will be absolutely secure.
Pages with a padlock = Confidentiality
When you access the pages where we ask for personal information, you will notice that a padlock appears on the bottom left-hand corner of your browser:
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| Firefox | Explorer |
This is the proof that your browser has recognized that you are in a “secure area” and that the data you exchange with eDreams cannot be viewed by third parties.
All transactions are performed using the SSL (Secure Socket Layer) data encryption system. This system codifies all data so that it is impossible for it to be deciphered by third parties, guaranteeing the highest level of security and confidentiality for your Internet transactions.
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| VeriSign certificate = Security guarantee |
If you click on the padlock icon, you will also see that eDreams bears the guarantee seal of an independent entity, VeriSign. VeriSign has checked that we use the appropriate encryption protocol to guarantee the confidentiality of your information and the security of your payments.
http and httpS = Secure area Another Another way to verify that eDreams is a secure website is by looking at the bar on your browser: You will notice that when you enter those pages where we ask for personal information, the address is no longer http://, but https://. The “s” shows, once again, that we use the SSL data encryption protocol so that no one can access the information you exchange with us.
In any case, you can call us at 00800 55 88 55 00 in order to perform the entire process of searching, making reservations and purchasing tickets by phone.
The eDreams group
eDreams, with headquarters in Barcelona and offices in Spain and Italy, has experienced higher growth over the past few years than any e-commerce travel company in Europe. It offers the widest selection and the best prices on the market for flights, hotels and vacation packages on the websites http://www.edreams.es, http://www.edreams.it, http://www.edreams.com, http://www.edreams.fr and http://www.edreams.pt. Clients are offered all of these services simply and conveniently, thanks to state-of-the-art search engine and reservation technology.
The Spanish group eDreams provides its clients with the best prices for their travels. It does it all with the highest level of convenience and flexibility, thanks to its innovative Internet search, comparison and booking engines. Clients can also make their purchases through our Contact Centers. eDreams also offers comprehensive online marketing and advertising services, and has become a major advertising and service provision medium for direct corporate clients and media centers.
eDreams has two major areas of activity:
Travel Agency
eDreams offers its clients the widest range of flights, hotels and vacation packages at the most competitive prices on the market. It does it all with the highest level of convenience and flexibility, using innovative Internet search, comparison and booking engines. Its flight search engine provides a functionality that is unique in Spain, allowing the user to conduct selective searches across all airlines, both low-cost and traditional, making it possible to combine routes