Queries and Reservations:
If you have not yet made your reservation and have questions, please check 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 customers who have made their reservations through the eDreams websites or our Call Center.
There will be an additional charge of £ 7 for phone bookings.
Contact us by phone
If for any reason your question has not been answered, please contact eDreams by calling the following number: 0871 2770709 (£0,102 per minute VAT incl. plus network extras) Monday to Friday: 5:00 a.m. to 07:00 p.m. (GMT). Saturdays: 8:30 a.m. to 5:00 p.m. (GMT). Sundays: 9:00 a.m. to 6:00 p.m (GMT).
Alternative helpdesk number: 0844 338 8300
If you are abroad please call: +34 934920534
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.
- Changes or Cancellations: email@example.com
- On weekends or holidays: firstname.lastname@example.org
- Changes to requests for Hotels : email@example.com
- Check-in requests for Flights / Flight+Hotel: firstname.lastname@example.org
- Questions, comments or acknowledgements: email@example.com
- Complaints regarding services purchased: firstname.lastname@example.org
- Advertising and Business Development Agreements/Collaboration Arrangements: email@example.com
- Work with us: firstname.lastname@example.org
Unregistering from eDreams
If you would like to unregister from our site, please send an email to: email@example.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 I 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?
- My Card was rejected, why do I still have a charge?
- What insurances are available?
- How much will the insurance cost?
- Can I cancel or change my insurance once it is chosen?
- Will you cover the people with me?
- If I take out insurance, does everyone else I am booking for have insurance too?
- What is covered under the Cancellation Cover?
- What is covered under Comprehensive Travel Insurance?
- What is the duration of the insurance?
- Should I take my insurance documents with me?
- Can I change my insurance product after purchase?
- Am I protected if I have a credit card?
- Where can I get further details of the insurance cover?
- How can I claim under my policy?
- Who do I call with any questions about my policy?
- Who is providing the cover?
- Who can buy the insurance?
- How long am I covered for on one-way travel on Comprehensive 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:
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?
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 firstname.lastname@example.org
Can I change my reservation?
Airlines generally charge a fee for changes. In addition to these fees, eDreams charges a 25 GBP 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 email@example.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 firstname.lastname@example.org
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 email@example.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 firstname.lastname@example.org 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 email@example.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 firstname.lastname@example.org 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 I make a complaint?
You can send us an e-mail to email@example.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: firstname.lastname@example.org
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: email@example.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.
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.
My Card was rejected, why do I still have a charge?
In the event that your credit / debit card is rejected by your bank when processing payment, eDreams reserves the right to charge a fee to hold your booking request. This fee does not guarantee any fares, which will only be confirmed once tickets have been issued and the booking payment has been succesful. In case of booking cancellation, this amount will not be refunded under any circumstances.
What insurances are available?
When buying your journey through us, we have made the following insurances available for you:
- Cancellation Cover If you select this, it will cover you so that you will be:
- -Compensated in the event of cancellation by you, for any covered reason;
- Compensated in case of flight delay;
- Covered in case you miss your flight, subject to terms and conditions.
- Comprehensive Cover This product has a range of covers to protect you whilst you are away. These include:
For all of these, please see the summary of the terms and conditions. We want you to be sure that any cover you choose is correct for you.
Can I cancel or change my insurance once it is chosen?
If you decide that you do not need the cover or are unhappy with it, you have the right to cancel your policy up to 14 days after the day you bought it, provided you have not already travelled. To cancel the insurance, you should call our contact center on +44 (0) 141 2825 2453.
Will you cover the people with me?
Yes, so long as everyone is on your booking.If the travel itinerary was made at the same time for all passengers and they all have the same booking code, all passengers are covered.If one passenger that is travelling with you has to cancel his flight for valid and justified reasons, it will be considered a valid reason for you to cancel your flight.Different excesses may apply depending on the product you choose.
If I take out insurance, does everyone else I am booking for have insurance too?
Yes. We want to ensure that everyone travelling has cover, so the insurance will be added for everyone in the booking, giving you full peace of mind.
What is covered under the Cancellation Cover?
If you select this, it will cover you so that you will be:
- Compensated in the event of cancellation by you, for any covered reason;
- Compensated in case of flight delay.
- Covered in case you miss your flight, subject to terms and conditions.
- See the summary of the Terms and conditions
- for more details on this. Please do check the cover available to make sure that it is suitable for you.
What is covered under Comprehensive Travel Insurance?
If you select this, it will cover:
- Unlimited Medical Expenses for any emergencies, including dental cover, hospital expenses, repatriation costs if you need to be flown home after a medical emergency and even funeral expenses if the worst happens. Limits apply to dental and funeral expenses cover.
- Up to £5,000 Cancellation cover.
- Personal Liability cover of up to £2million
- Up to £1,500 of cover for Personal Possessions, loss of items etc, and cover for up to £500 for cash lost or stolen.
- Cover for Missed or Delayed Departure of up to £500 or £250 respectively.
- Additional cover included for Legal Expenses, Personal Accident, and Loss of Passport/Driving License etc.
- See the summary of the Terms and conditions
- For more details on this. Please do check the cover available to make sure that it is suitable for you.
What is the duration of the insurance?
The insurance duration will be the same duration as the travel you book with us. However, this insurance has a total maximum duration of 90 (ninety) days and you will not be offered insurance for return trips longer than this. Your insurance cover duration will be clearly displayed during the booking flow and in your confirmation email and policy schedule.
Should I take my insurance documents with me?
Yes, we think you should. You should take a copy of your Policy Wording, and your Policy Schedule, which we send to you on your booking confirmation email. We want to make sure that if you need us, youÂ´ll be able to find out details and get hold of us quickly.
We also recommend that you:
- Take a European Health Insurance Card (EHIC) if you have one.
- Take note of the telephone numbers we have given you.
Can I change my insurance product after purchase?
Unfortunately, that is not possible. You can only be insured under the product you originally bought. Example: If you have bought the cancellation insurance, you will not be able to change to the Comprehensive product.
Am I protected if I have a credit card?
Some cards, such as Visa Premier cards or "Gold" EuroCard and MasterCard include travel or cancellation insurance. Sometimes, to qualify, you must pay for the trip with the card.You should know that these cards may provide less cover than you will get when you buy a travel /cancellation insurance product.We strongly recommend that you check with your bank for the terms and conditions of your insurance cover or read your policy wording carefully.
Where can I get furter details of the insurance cover?
How can I claim under my policy?
Please refer to the relevant section of your documentation or If you are still unsure, the ACE Customer Service Department is open from 09:00-17:00 (Monday to Friday) on +44 (0) 141 2825 2453.
Who do I call with any questions about my policy?
You can contact ACE on the number below, and they will be happy to help you with your query, whether it is for information or a claim:The Customer Service Department is open from 09:00-17:00 (Monday to Friday) on UK +44 (0) 141 2825 2453.
Who is providing the cover?
The insurance company that underwrites eDreams' Comprehensive Travel Insurance and Cancellation insrurance is ACE European Group Limited, registered no. 01112892 registered in England at registered office 100 Leadenhall Street, London, EC3A 3BP and authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. You can check this on the Financial Services Register by visiting the FCAâ€™s website Ace European Group or by contacting the FCA on 0800 111 6768
Who can buy the insurance?
Our Comprehensive cover is available to anyone under 65 years of age who is a resident in the UK, Channel Islands or Isle of Man. If you are over 65 and/ or resident outside the UK, Channel Island or Isle of Man, you will not be covered if you buy this insurance.
How long am I covered for on one-way travel on Comprehensive Insurance?
For one-way travel, you receive all the normal levels of coverage for cancellation, missed flight, baggage and other elements. Assistance coverage, however, is only available for 24 hours from the time that you travel.
What is Complete Savings?
Complete Savings is an online savings and discount membership programme that offers members access to a wealth of discounts and cash back opportunities from an extensive range of top name retailers and service providers.
With Complete Savings, members can save 10% on purchases at over 650 online retailers. For consumers who regularly shop online, this equates to savings of hundreds of pounds each year. Find out more about the programme at www.completesavings.co.uk.
How do I contact Complete Savings?
You can contact the Complete Savings customer service centre via the following:
Phone: 0800 389 6960
Mon-Fri 8am – 8pm
Sat 9am – 4pm
For more information visit the website at www.completesavings.co.uk.
General and specific conditions for flights
Methods of payment, collection and invoicing
Documents and health information
- Documents and health information
- 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
Conditions of contract and other important notices
- Conditions of contract
- Notice to international passengers on limitation of liability
- Notice on liability limitations for 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
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.
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.
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.
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 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 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.
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.
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.
- 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.
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
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.
Conditions for changing and/or canceling flights
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 firstname.lastname@example.org or call 0906 9000311 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 email@example.com to notify eDreams of any changes you wish to make to your reservation.
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.
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 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.
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.
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 20 GBP per reservation.
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
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 Visa Euro 6000 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 89 90.
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.
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:
- 9 GBP 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 GBP per person.
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:
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.
You can send your invoice request to firstname.lastname@example.org
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.
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).
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.
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.
- Water and other beverages, soups, syrups
- Gels, including hair care gels and shower gels
- Pastes, including toothpastes
- 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).
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.
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.
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)
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:
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.
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.
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.
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:
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 email@example.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 support department is available to answer any questions or suggestions at firstname.lastname@example.org.
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 871 277 01 78 (£0,10/min.). Lines are open Monday ï¿½ Friday 9:00 ï¿½ 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.
- AIR ASIA
- AIR BALTIC
- AIR BERLIN
- AIR CANADA
- AIR EUROPA
- AIR FRANCE
- AIR INDIA
- ALASKA AIRLINES
- ALL NIPON
- AMERICAN AIRLINES
- AUSTRIAN AIRLINES
- BANGKOK AIRWAYS
- BRITISH AIRWAYS
- BRUSSELS AIRLINES
- CATHAY PACIFIC
- CHINA AIRLINES
- CHINA EASTERN AIRLINES
- CHINA SOUTHERN AIRLINES
- COPA AIRLINES
- CROATIA AIRLINES
- CZECH AIRLINES
- EL AL AIRLINES
- ETIHAD AIRWAYS
- GULF AIR
- HONG KONG AIRLINES
- JET AIRWAYS
- MALAYSIA AIRLINES
- OLYMPIC AIR
- OMAN AIR
- ROYAL BRUNEI
- ROYAL JORDANIAN
- SAUDI ARABIAN AIRLINES
- SINGAPORE AIRLINES
- SOUTH AFRICAN AIRLINES
- SWISS INTERNACIONAL
- TAP PORTUGAL
- THAI AIRWAYS
- TURKISH AIRLINES
- UKRAINE INTERNATIONAL
- UNITED AIRLINES
- US AIRWAYS
- VIRGIN ATLANTIC
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:
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.
|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 1900 9451999* (Mon to Fri: 9:00 a.m. to 8:00 p.m. - Sat: 9:30 a.m. to 6:00 p.m. -CET) in order to perform the entire process of searching, making reservations and purchasing tickets by phone.
Founded in 2000, eDreams has grown to become the biggest e-commerce travel company in Spain and one of the leaders in Europe. We offer customers over 60,000 flight routes from more than 100 airlines, and over 250,000 hotels in 40,000 destinations around the world, as well as holiday packages and car rentals. We do this through our highly developed search engine and booking technologies.
Our goal is to offer the widest choice of flights, hotels and tailored holiday packages at the most competitive prices. But apart from helping customers to plan their travels, we also offer online marketing and advertising services to other businesses.
Based in Barcelona, Spain, we are currently operating in 30 countries and the global English speaking market. In 2011 eDreams expanded to Turkey to become the first international operator in this emerging market. We will continue our international expansion with investments into an improved service for various countries, and new websites in more markets all over the world.
Our founder and CEO is Javier Pérez-Tenessa Block. After studying aeronautical engineering in Madrid and getting his MBA at Stanford University, United States, he began his career designing satellites. In 1995 he moved to Silicon Valley to work for AOL and Netscape before founding eDreams with the intention of creating an online travel agency in Europe.
eDreams was founded in 2000 by Javier Pérez-Tenessa with venture capital firms from Europe and the United States. The company completed two leveraged buyouts, one in 2006 (TA Associate) and the second one in 2010 (Permira), where all former shareholders sold their holdings (full secondary). eDreams merged with Go Voyages and acquired Opodo during 2011 and Travellink to be later renamed eDreams ODIGEO. At the end of 2013, eDreams ODIGEO acquired the meta-search engine liligo.com.
Here's more on our main two areas of activity:
Customers can plan their holidays with the highest level of convenience and flexibility by using our Internet search, comparison and booking engines. Our flight search engine enables users to conduct selective searches across all airlines, both low-cost and traditional. It also combines flights from different airlines to give customers the most competitive price for their chosen route.
But we're not just all about flights. As a comprehensive online travel agency, we also offer a huge selection of hotels to choose from, as well as the option to personally select a flight and hotel package. Furthermore, customers can book car rental and insurance through us too.
In the UK, customers can book online both from a desktop computer or with their mobile phone or tablet devices, or by calling our customer service centre.
Marketing and Advertising Services
Being a major e-commerce player in Southern Europe, each day we draw over 150,000 people to our UK site. And, twice a month, we send an email with our best deals to over 300,000 English speaking customers. These figures have caught the attention of a growing number of companies in the tourism industry. So today over 500 companies use us as an advertising platform for their campaigns.
Our multi-channel focus makes it possible to conduct highly personalised campaigns tailored to the objectives of each advertiser. Realmedia technology tells advertisers, in almost real time, how many people are viewing their ads and accessing their sites. So advertisers can accurately determine the results of an action and constantly monitor the return on their investment (ROI).
We listen to what our customers tell us. In fact, one of the things that distinguishes us from other online travel agencies is our bank of reviews. We collect and publish opinions from all customers travelling with us so that others can then make an informed decision about their airline, airport or hotel.
Terms and Conditions
eDreams General Terms and Conditions
Please read these Terms and Conditions before using eDreams's website (Website) and making any booking. When you make a purchase on the Site, you agree to accept these Terms and Conditions.
All correspondence regarding customer service or your booking should be sent to edreams, 601 World Trade Center N, 08039 Barcelona - Spain or emailed to email@example.com
TABLE OF CONTENTS
• 1. Use of Website
• 2. Your Contract
• 3. Booking conditions
• 3.1. Cancellations and modifications
• 3.2. Price and payment
• 3.3. Refunds
• 3.4. Passport, Visas and Health Requirements
• 3.5. E-Tickets
• 3.6. Travel insurances
• 3.7. Loyalty package
• 4. Special conditions relating to the products and services offered
• 4.1 Flights
• 4.2 Car rental
• 4.3 Hotel and other accommodation
• 4.4 Travel Packages
• 6. Cookies Policy
• 7. Industrial and intellectual property rights
• 8. Limitation of Liability
• 9. Links to other Websites
• 10. Other generally applicable terms
• 10.1. Passengers' rights under EC Regulation 261/2004
• 10.2. Queries and complaints relating to your booking
• 10.3. Customer behaviour
• 10.4. Entire Agreement and Severability Clause
• 10.5. Changes to General Terms and Conditions
• 11. Law and jurisdiction
• ANNEX 1 SPECIAL CONDITIONS AND INFORMATION FOR FLIGHTS
• ANNEX 2 SPECIAL CONDITIONS FOR CAR RENTAL
• ANNEX 3 SPECIAL CONDITIONS FOR HOTELS AND OTHER ACCOMMODATION
1. Use of Website
1.1 This Website is available to all users (hereinafter referred to as the "User" or "You"), subject to these General Terms and Conditions (hereinafter referred to as "T&Cs"). When you make a purchase on the Site or otherwise use this Site, you agree to accept these Terms and Conditions.
1.2 This Website is owned by Vacaciones eDreams S.L, a limited liability company, and correspondence address 601 World Trade Center N, 08039 Barcelona - Spain with telephone number 0911 6992020 (calls to this number cost 1.53 per minute from a BT landline; calls from mobiles may be considerably more) or by email click here; and granted the IATA number 91281820 (hereinafter referred to as "eDreams").
1.3 The User hereby declares that he or she is an adult (at least 18 years of age) and has the legal capacity to be bound by this agreement and to use this Website in accordance with these T&Cs, which he or she fully understands and recognises. The User accepts responsibility for any financial consequences arising from the use of the eDreams Website. Furthermore, the User declares that all information he or she provides to access this Website and while using it is true, complete and accurate, and he/she agrees to keep it updated.
1.4 This Website is solely and exclusively for the User's personal use. It may not be modified, reproduced, duplicated, copied, distributed, sold, resold or exploited for commercial or non-commercial purposes, except that you may print out copies of your travel itinerary for personal use, or forward your travel itinerary to a bona fide itinerary management company.
1.5 The User agrees not to use this Website for illegal or prohibited purposes. In particular, the User accepts that he or she will only use this Website for him/herself and that the products or services purchased through this Website will be for his or her own use or consumption, or the use or consumption of persons on behalf of whom he or she is legally authorised to act. The User shall not resell to third parties products or services purchased through this Website.
1.6 eDreams reserves the right to deny access to the Website at any time without notice.
1.7 All correspondence regarding customer service or your booking should be sent to eDreams 601 World Trade Center N, 08039 Barcelona - Spain, or if you would prefer to contact us by telephone, please call 0911 6992020 * or +44 911 6992020 (international call rates may apply).
2. Your contract
2.1 A 'booking' means any order for products or services you make on our Website which is confirmed by us. When you make a booking via this Website, the contract will be between the Travel Supplier(s) and you. eDreams is therefore not a party to the contractual relationship in relation to the products and services you order on our Website, unless explicitly provided otherwise herein. Any queries or concerns relating to the product should be addressed to the Travel Supplier.
2.2 The term "Travel Supplier" includes as appropriate inter alia airlines, tour operators, package holiday suppliers, hotels, hotel chains and hotel aggregators, insurance suppliers, rental car suppliers and cruise lines.
2.3 EDreams makes the booking on your behalf and your contract will be subject to the Travel Supplier's terms and conditions, which could limit or exclude liability to you (often in accordance with various applicable international conventions). In instances where it is not possible to access the Travel Supplier's terms by a link, we will at your request provide the Travel Supplier's contact details so that you may contact them. Please ensure you refer to the applicable Travel Supplier's terms and conditions for cancellation charges and other important terms and conditions.
2.4 By using this Website to book products and/or services, you authorise eDreams to act as your agent during the process of comparison between Travel Suppliers and booking of products and/or services from the selected Travel Supplier and to make the payment for such products or services in your name and on your behalf, as required. Accordingly, eDreams will charge you a service fee, depending upon which product you book. You will be advised of any fee before you confirm your booking. Where you provide us with the details of your credit card or debit card to make your flight booking you authorise us to use these details to make the flight booking on your behalf. When payment is made in this way by us on your behalf you will immediately receive a confirmed ticket issued by the operator of your flight.
2.5 Prices are confirmed at the final step of the booking path at the point when you click "Buy now', and make the reservation or similar, depending on the product purchased. Prices are shown with rates of exchange calculated on a daily basis. Prices may therefore differ on a daily basis to reflect any movement in exchange rate levels. Taxes fluctuate in line with exchange rates. When a booking is made the exchange rate will be fixed at that time and will apply to any amendments or cancellations to that item within the booking. Exchange rates are determined by eDreams.
2.6 After you confirm your booking, you will receive a confirmation email with a booking number. This is the moment that your contract with the Travel Supplier in relation to the products and services ordered will come into existence. Our confirmation email will provide all the details of the itinerary of your booking. Next, we will check that your booking has been correctly entered in the Travel Supplier's booking system and that your payment can be correctly processed. Our obligation to issue the ticket will be subject to your payment having been received in cleared funds. In respect of a flight booking, immediately payment has been made for your flight you will receive a confirmed ticket issued by the operator of the flight.. This will usually be within a few minutes of payment having been made whether or not we have used your credit or debit card to make the payment. Your contract of carriage with the operator is therefore directly enforceable against the operator without any intervention by us.
2.7 We reserve the right to cancel your booking in the event we have reasonable grounds to believe it is fraudulent. In such circumstances we will attempt to contact you, using the email address you provided at the time of booking, or your bank. In the event we are not able to contact you or your bank, we may cancel your booking with no liability whatsoever.
2.8 The electronic document by which your contract is formalised shall be filed in the eDreams records and may be accessed by you at any time upon request to eDreams.
2.9 In relation to the 'special requests' options relating to any product (e.g. meals, disabled facilities, child seats etc.), EDreams does not guarantee any such requests but will pass these requests on to the Travel Supplier/hotel. It is your responsibility to confirm with the Travel Supplier or hotel whether such special requests can be fulfilled.
3. Other booking conditions
a. Cancellations and modifications
3.1.1 Your ability to cancel or modify a booked travel product or service, and the method for doing so, will depend on the specific airline's fare rules or other Travel Supplier's terms and conditions. It therefore may not be possible to cancel or modify products or services ordered, or there may be specific requirements you will have to meet. In the event that you make any alteration to your booking (cancellation and/or modification), EDreams reserves the right to charge you a service fee of £ 20 to cover the administration costs incurred by EDreams. These charges do not include any charges imposed directly by the Travel Supplier or hotel, including any difference in fare/room rate/rental rate. In the event that you make a change to your booking, please note that any current fare available on the Website is not relevant to the cost of making your change.
3.1.2 In relation to Flight bookings, please note that for itineraries built up of different routings and more than one fare base, there may be more than one set of fare rules. In this instance, the most restrictive fare rules will apply. You should read all fare rules pertaining to your reservation. If changes or cancellations are permitted, then please call EDreams to make the change. Please note that a 'no-show' for a flight may result in your full ticket being cancelled by the airline and therefore may not be refundable. Changes and cancellations cannot be made by email. You can reach the eDreams call centre on 0911 6992020 from UK (calls cost 1.53 VAT incl. plus network extras per minute from a BT landline; calls from mobiles may be considerably more) or +34 934920534, from overseas.
3.1.3 In relation to Hotel bookings the hotel's specific terms and conditions for cancellations and amendments are available online during the booking process and set out in your confirmation email Where you make a booking modification, it is your responsibility to ensure that it does not conflict with any other product or service you have purchased.
3.1.4 In relation to Car rentals, the car rental Travel Supplier's specific terms and conditions for cancellations and amendments will be available during the booking process and, for most bookings, through a link provided in your confirmation email. If you fail to cancel your reservation prior to the pick-up time and do not collect the vehicle on the pick-up date, or of you fail to comply with the pick-up terms (see car supplier terms and conditions), EDreams on behalf of the car supplier reserves the right to make a 'no-show' charge of up to 100% of the total car rental booking value.
b. Price and payment
3.2.1 Total price of your booking will be shown once you have selected all the specific products you would like to acquire. Such price will include the price of all products selected and eDreams's service fees. eDreams's service fees are independent of the price of the products and non-refundable in any case, as they are charged for the service provided by EDreams for the search, comparison and assistance in the booking process. Taxes fluctuate in line with exchange rates
3.2.2 The amount of the service fees depends on the products acquired. EDreams may also charge additional service fees if you make a booking by phone or request changes or refunds. In the event that you use an unfunded credit card or a credit card which is rejected by the bank due to any other reason that is caused by you, EDreams will charge a service fee of €25 and will provide you with instructions to make effective the payment of your booking. The service fee will be added to the final price. Until you make effective the full payment, you will not be able to receive your products. Moreover, we hereby bring your attention to the fact that, due to the nature of travel products, it is possible that price changes occur between your booking and the effective payment and you will have to assume the cost of the selected products at the moment that you are making the effective payment.
3.2.3 If you pay by credit card, payment for your flights may be taken directly by the airline. If there are any problems with your payment, we will contact you within 48 hours of your booking (or within 24 hours if you are travelling within 48 hours). eDreams will not be liable for any subsequent price increase as a result of payment failure. Any price increase must be paid for by you before the booking can be confirmed. Please note that the airline payment and payment to eDreams for any other products or eDreams charges may appear as separate transactions on your credit card statement.
3.2.4 Payments can be made by all major debit and credit cards as detailed on the Website. Payment methods other than those stated on the Website will not be accepted and no responsibility is accepted for cash or cheques sent through the post. Full payment for all products is required at the time of booking, except for hotel and car rental pay-on-arrival bookings or cruise bookings, where a deposit option may be available.
3.2.5 In order to provide greater security, you will be asked to enter all the information that is on your card for each purchase you make with eDreams, as this information is not saved in our files longer than necessary to process the payment of each booking or in the tax recovery process as referred to herebelow under 2.3. Please note that eDreams is required to pass your card details to the relevant Travel Supplier for fulfilment of the booking. In agreeing to these terms and conditions you authorise us to do this on your behalf. All information is encrypted on our secure server. You authorise eDreams to use the information on the credit card provided by Customer/you (i) in order to make the purchase of the services required and to process related service fees (ii) for the payment of the premium for insurance and tourist assistance as applicable, (iii) for the processing of any applicable refunds and (iv) for the charge of costs and fees related to (a) the use of credit cards or (b) changes to your booking or to (c) tax refunds as referred to in section 2.3 of these terms and conditions.
3.2.6 In addition to our general service fee eDreams will charge you a fee for bookings made by credit or debit card. You will be notified of the relevant charges before you confirm the booking. eDreams reserves the right to pass on any charges relating to card charge backs. If your booking is being paid for with a third party credit card we may require written authorisation to be provided by the card-holder. eDreams or the Travel Supplier reserves the right only to deliver e-tickets, confirmations, e-vouchers or other travel documents to your credit card billing address or email address when requested to do so by the credit card issuer. All email addresses used must be valid at the time of booking.
3.2.7 Further, in an effort to minimise the effects of credit card fraud, we reserve the right to carry out random checks, including checks of the electoral roll, and may request you to either fax or post to us proof of your address and a copy of the credit card and recent statement before issuing any tickets. Please be aware that these checks are only carried out during our standard business hours. As a result, any tickets for bookings made outside of our business hours may not be issued until the next working day. eDreams is not responsible for any costs incurred as a result of these checks.
3.2.8 In certain cases applicable payment can also be made through electronic direct debiting scheme if you possess an appropriate account in the respective country where you do the booking. Between booking and flight date must be at least six working days. By choosing direct debit as payment method eDreams will be authorised to collect the complete amount of booking from your account at once. It is your responsibility to make sure that your account has sufficient funds. In the event that there is a charge back due to insufficient funds or to any other reasons that is caused by you, eDreams will charge a service fee of £ 25 and will provide you with instructions to make effective the payment of your booking. This fee consists of fees taken by the bank and the additional expenses incurred by eDreams. You are free to prove that less cost has occurred. When choosing direct debit as payment method eDreams reserves the right to retain possible refunds until receipt of payment is irrevocable.
3.3.1 In some cases, when you are unable to take your flight and the ticket is non-refundable, you may be eligible to claim some or all of the taxes charged at the time of purchase:
(a) In case of tickets issued by IATA airlines, these airlines require that the demand for refund is submitted and managed through the travel agency issuer. If you wish to make a claim for any taxes that may be refundable please do so in writing to the following address: eDreams. You hereby authorise eDreams to carry out all the activities necessary to obtain such tax refund. You agree that you have 12 months from the date of your scheduled flight to write to 601 World Trade Center N, 08039 Barcelona - Spain and ask us for a refund after which time you agree to forfeit any right to apply for tax refunds. Please note that refunds can only be processed to the form of payment used at the time of booking and that all refunds are subject to the relevant airline's policy and a EDreams refund service fee. You hereby authorise eDreams to deduct the applicable refund service fee of £20 from the amount of the tax refund payable to you.
(b) In case of tickets issued by non-IATA airlines or where payment for your flights has been taken directly by the airline, requests for refund should be made directly with the airline concerned but the refund service fee shall be due to eDreams entity. You hereby authorise eDreams to charge your credit card with the applicable service fee.
3.3.2 Refunds, if applicable, will be processed to the form of payment used at the time of booking. This will be made payable to the person who made the original payment. When processing a refund for a flight ticket, please be aware that not all taxes are refundable. A tax refund will be processed in accordance with the relevant airline's refund policy in the country concerned with the £ 25 fee due to eDreams charged to the form of payment used at the time of booking.
3.4 Passport, visas and health Requirements
3.4.1 Passport and visa regulations can change and you should therefore check with the relevant embassy well in advance of travel. It is your responsibility to be in possession of a valid passport and, if appropriate, a visa. It is important to remember to include all transit points in your journey which may also require you to obtain a visa. It can often take some time to obtain a visa, so you are advised to apply in plenty of time. We accept no responsibility for customers who do not possess the correct documents.
3.4.2 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 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.
3.5.1 All tickets sold on this Website are eTickets. eTicketing is a "paper-less" way to book flights. Once you have made your booking, it is stored electronically in the airline reservation system. eDreams will send you a confirmation email with your booking reference number, which serves as a receipt for your eTicket. You will NOT receive a physical ticket to present at the airport.
3.5.2 Please note that you may be required to produce your booking number and/or confirmation email to the relevant Travel Supplier as evidence of your booking. We recommend that you take a printout of your confirmation email with you, although not all airlines will ask to see this. Please note that airlines have their own rules and regulations with regard to eTicketing. eDreams cannot be held responsible for non-compliance with these rules and regulations and strongly recommends that you check these details with your airline in advance of travel.
3.5.3 eDreams relies on the information that you provide as being accurate and therefore cannot be held responsible if your eTicket does not arrive due to an incorrect email address or your junk email settings. You must notify us immediately if you change your email address or contact telephone number. In addition, please check that the name on your passport matches the name on your ticket and/or booking confirmation.
3.5.4 In exceptional circumstances, due to ticketing restrictions outside its control, eDreams may not be able to pass information about confirmed bookings to the airline to enable them to fulfil the booking. If this occurs we will attempt to notify you within 48 hours of confirmation and organise a refund or arrange an alternative. Where you choose an alternative and it is more expensive than your original booking, you will be responsible for paying the difference.
3.6 Travel insurances
It is recommended that you take out insurance for any travel, especially as there may be circumstances where the Travel Supplier will have no liability. If you elect to purchase Travel Insurance through eDreams website, your contract will be directly with the Travel Supplier, whose terms and conditions will apply to that insurance.
3.7 Loyalty programmes
3.7.1 As part of the booking process for flight tickets or hotels, you are given the option to enter the details of any relevant frequent flyer or hotel loyalty programme of which you are a member. Please note that any such frequent flyer or hotel loyalty programme is subject to the terms and conditions of the airline or hotel through which it is offered. Those terms and conditions may not give rewards on all types of fare and class of service. Please contact the airline or hotel in charge of your frequent flyer or hotel loyalty programme if you are unsure of its terms and conditions. Please note that our Travel Suppliers have their own rules and regulations with regard to loyalty cards. If you have any questions, please contact them directly.
3.7.2 Different airlines offer different loyalty programmes. The benefits offered can vary between airlines and even for the same airline on the same route in the same class,. By way of example only: an economy ticket London to Sydney with the same airline on the same date and time may carry different airmiles depending on the class within economy eg W, V, X etc. We are not responsible for these fluctuations and if it is important for you to know exactly how many airmiles you will be getting then please contact customer service before making your booking.
4. Special conditions relating to the products and services offered
In relation to flights the conditions set out in Annex 1 hereto shall apply, unless otherwise provided in the Travel Supplier terms and conditions.
4.2 Car Rental
In relation to car rental the conditions set out in Annex 2 hereto shall apply, unless otherwise provided in the Travel Supplier terms and conditions.
4.3 Hotel and other accommodation
In relation to hotel and other accommodation the conditions set out in Annex 3 hereto shall apply, unless otherwise provided in the Travel Supplier terms and conditions.
4.4 Travel Packages
4.4.1 A Travel package is a pre-arranged holiday package combining at least two of the following: (a) transport (b) accommodation or (c) another tourist service not ancillary to transport or accommodation and forming a significant part of your booking, and those two or more components are sold to you as a whole at the same time by us at an inclusive price with full payment being made to us.
4.4.2 If you acquire a Travel Package in this Website, the terms and conditions as set out herein shall apply, unless this would be in violation with the applicable local implementation of the Package Travel Directive (as amended from time to time).
4.4.3 If you acquire a Travel Package in this Website your credit or debit card will be charged for the full amount of your package at the time of booking, unless you choose a Flight + Hotel package with a post-pay hotel. You may have separate credit card charges for each product, totalling the amount quoted for your package.
4.4.4 For the avoidance of doubt, products booked under these T&Cs are not a Travel Package if you, or our travel advisors on your behalf, put together two or more types of products or services, irrelevant of whether you book these products at the same time for one total price. In these circumstances your contract will be with the relevant third party supplier(s).
5.1 In compliance with the provisions of data protection legislation, we inform you that your personal data collected by eDreams will be incorporated and processed, in order to provide and offer you our services and manage the bookings and the payments, send you information and advertising about the offers, promotions and recommendations that we believe may be of your interest, as well as perform surveys, statistics and analysis of market trends. We will use your personal data to build up a picture of your interests and we then try to ensure that when you visit our Website you do not miss the offers and information relevant to you. In any event, we will not use your personal data for direct marketing purposes, unless you expressly give us your previous consent.
5.2 We also inform you of the possibility of exercising rights of access, rectification, cancellation and opposition of your personal data. For your convenience, you can exercise the above rights also by e-mail at firstname.lastname@example.org.
6 Cookies Policy
6.3 Specifically, eDreams uses the following cookies:
1. Analytical Cookies.- Allow us to see how visitors move around the website and to record which content viewers view and are interested in. This helps us to improve the service which we offer to you by helping us make sure our users are finding the information they are looking for. These kind of cookies are used in the domain: "eDreams.co.uk".
2. Social Cookies.- Are necessary for Social Networks (Facebook, Google and Twitter). Its function is to control the interaction with Social Widgets on the page. Such Cookies are used in the domains:"facebook.com", "google.com" and "twitter.com".
3. Affiliated Cookies.- Allow us to track visits from other Web Sites which eDreams has an affiliation agreement. Such cookies are used in the domain "zanox.com","tradedoubler.com".
4. Behavioural and advertising Cookies.- These collect information about your preferences and choices in this website. They target advertising networks, who then use them to show customized ads on other websites. Such cookies are used in the following domains:" eDreams.co.uk", "serving-sys.com", "avazudsp.net", "yieldmanager.com", "criteo.com", "neodatagroup.com", "grupozeta.es", "anttevenio.com", "adnxs.com", "anuntis.info", "prisacom.com", "rubiconproject.com", "adtech.de", "fastclick.net", "dotandad.com", "atdmt.com", "adtech.de", "atdmt.com", "admeld.com", "doubleclick.net"
5. Technical Cookies.- These are strictly for the use of this Website, Such cookies are used in the sites: "eDreams.co.uk" and "eDreams.it".
6. Functional Cookies.- These are strictly necessary to provide the services requested by users on this Website. Such cookies are used in the site: "eDreams.co.uk".
7 Industrial and intellectual property rights
7.1 All of the content on the eDreams Website (including, but not limited to, trademarks, texts, graphics, logos, button icons, images, audio files and software) is owned by eDreams or its content providers and is protected by national and international industrial and intellectual property regulations. The compilation (understood as the collection, arrangement and assembly) of all content of the eDreams Website is the exclusive property of eDreams and is protected by national and international industrial and intellectual regulations. All software used on the eDreams Website or belonging to its software Suppliers is protected by national and international industrial and intellectual regulations.
7.2 Any other use of the content on this Website is strictly prohibited, including its total or partial reproduction, modification, distribution, transmission, subsequent publication, exhibition and/or representation. In particular, any type of use of the images contained on the eDreams Website outside this Website is strictly prohibited without the express consent of eDreams and/or its Suppliers.
7.3 eDreams and other names of products, services, graphics and logos of eDreams are internationally registered trademarks. The names of other products, services and companies mentioned in this document may be registered trademarks of their respective owners.
8 Limitation of Liability
8.1 eDreams offers this Website as-is and exercises reasonable skill in respect of its updating, maintenance and functioning, but it makes no guarantees as regards technical faults, service infallibility, or that the system or portal will function at all times.
8.2 eDreams publishes on its Website various information about the products and services provided and offered by third parties, and it can make no representations about the truthfulness, accuracy, completeness and updating of the data contained in such offers. Some information is stored in cache from time to time, and will only be verified with real time information at the time you confirm your booking.
8.3 The limitation of liability of eDreams is in accordance with the current applicable legislation and particularly in terms of the sectorial regulations of travel agencies. In any case, eDreams assumes no liability for any damages arising directly or indirectly from the purchase of a product or service offered on its Website.
8.4 In the event a court would determine in deviation from the limitations set out in this clause 8, that eDreams is liable for damages following a purchase by you of products or services on this Website, such liability shall at all times be limited to the fees received by eDreams for the services provided, unless to the extent provided otherwise in the applicable local implementation of the Package Travel Directive.
8.5 If due to reasons of force majeure (including, but not limited to, political, economic or unstable disorder that affects safety), there are deficiencies with reservations, confirmations and/or execution of any trips or services purchased through eDreams due to unexpected circumstances that EDreams cannot solve, or even if it were impossible to comply with any of the agreed provisions, eDreams and/or companies from the eDreams Group are exempt from any derived legal responsibilities arising from such deficiencies or non-compliance.
8.6 Without prejudice to the limitations set out in this clause 7, eDreams shall in no event be liable in respect of any claim in relation to products or services purchased on our Website unless a written notice of the claim is given by you to us within a period 12 months from the date of the booking.
9 Links to other Websites
9.1 The eDreams Website may contain links to other Websites that are not managed by eDreams, which are included only for reference purposes. eDreams does not exercise any control over these Websites nor is it responsible for their content.
9.2 The inclusion of links to other Websites does not imply that eDreams promotes, vouches for, guarantees or recommends these sites. These links are only used as informative references, without any valuation of the content, owners, services or products offered therein.
10. Other generally applicable terms
10.1 Passengers' rights under EC Regulation 261/2004.
If you are travelling into or out of the EU, or on an EU carrier, you may have rights which you can assert against the relevant airline in the event that your flight is cancelled, delayed or you are denied boarding. For more information about EC Regulation 261/2004, please click here >
10.2 Queries and complaints relating to your booking
Please contact our customer services team if you have any other enquiries or complaints relating to your booking prior to departure. If you have a complaint relating to a Travel Supplier and/or hotel during your stay, please ensure that you officially log your complaint with the relevant Travel Supplier and/or hotel prior to your return.
10.3 Customer behaviour
It is your responsibility to ensure that you do not behave in a way which is inappropriate or causes offence or danger to others or which risks damage to property belonging to others (including but not limited to drunkenness and/or air rage) whilst on your holiday or using a service/product. If your behaviour is inappropriate and/or causes offence, or damage to others, or risks damage to property belonging to others, we and/or our Travel Suppliers (e.g. airline staff) may cancel you booking, in which case our and our Travel Supplier's responsibility to you will cease immediately and you will not be eligible for any refunds, payments of compensation and/or any reimbursement of any cost or expenses you may incur as a result of such termination. Further, you will be liable to reimburse us for any expenses we incur as a result of such termination.
10.4 Entire Agreement and Severability Clause
10.4.1 These Terms and Conditions contain the entire agreement between the parties in relation to its subject matter.
10.4.2 If at any time any part of these Terms and Conditions (including any one or more of the clauses of these Terms and Conditions or any sub-clause or paragraph or any part of one or more of these clauses) is held to be or becomes void or otherwise unenforceable for any reason under any applicable law, the same shall be deemed omitted from these Terms and Conditions and the validity and/or enforceability of the remaining provisions of these Terms and Conditions shall not in any way be affected or impaired as a result of that omission.
10.5 Changes to General Terms and Conditions
eDreams reserves the right to change or update these T&Cs from time to time without prior notice to you. The current version of the T&Cs will be displayed within the Website from the date on which any changes come into effect. Continued use of the Site following any changes to the Terms and Conditions shall constitute your acceptance of such changes.
11 Applicable law and jurisdiction
These General Terms and Conditions, as well as any relation between eDreams and the User, shall be governed by the laws of England & Wales. To the extent legally permitted both parties are subject to the jurisdiction of the Courts of the city of London for any litigious issue arising from the existence, content and/or interpretation of these General Terms and Conditions or from any relation between eDreams and the User.
ANNEX 1 SPECIAL CONDITIONS AND INFORMATION FOR FLIGHTS
Contracts for flights booked through our site shall be with the relevant Travel Supplier and subject to their terms and conditions.
Please note that in relation to air fares there are additional terms specific to that fare. For example, tickets are normally non-changeable and non-refundable. You can view the fare rules when you view the Terms and Conditions of the Travel Supplier during the booking process. In addition, the majority of airlines reserve the right to make schedule changes and cancel confirmed bookings. EDreams, as intermediate party, is not responsible for such schedule changes or cancellations.
Airlines may charge for additional services such as checked baggage, airport check-in, preferred seating, in-flight entertainment (if available), food, drink and snacks etc. Any charges for these additional services are not included in the price of your flight ticket unless explicitly provided otherwise and must be paid to the airline directly. eDreams is not responsible for any additional costs incurred and advise you to contact the relevant airline to add any additional services and verify charges. You can check your baggage allowance by either visiting the airline's website. Please note if your flight includes more than one segment you may have different baggage allowances; this can even be the case when flying with the same airline if for instance one flight is international and the other is domestic. This may mean that you are charged for any luggage in excess of the lower limit on the flight which bears the lower luggage limit.
The recommended minimum check-in time for international flights is 120 minutes prior to departure and for domestic flights, 90 minutes before departure. Some airlines require you to reconfirm your return flight booking at least 72 hours before travel. Failure to reconfirm your flight booking directly with the airline may result in cancellation.
Flights must be used in the order set out in your itinerary - eg a failure to use the outbound flight or first stage of a journey could invalidate the rest of the ticket.
We strongly recommend (particularly if you are flying Economy class), that you check in early if you have particular seat requests. eDreams has no control over the allocation of seats, even if pre-booked with the airline, and can make no guarantee that specific seats will be available on departure.
eDreams is not responsible for the costs of any transfers between airports or terminals that you may incur.
Flights priced at special fares or best prices may not take the most direct route. Some itineraries require a change of aircraft en-route. A flight that is described as direct is one where there is no need to change aircraft during the journey. However, stops may be made en-route for re-fuelling or to let passengers on and/or off. Details of any stops will be given during your booking process and are clearly identified both on the Site and on your itinerary which will be sent to you when you make your booking. It is your responsibility to arrange any visas which may be necessary and we take no responsibility for assisting or advising with this.
The times given are given on the 24-hour clock system, approximate and based on outbound flights. They may vary depending on flight schedules, type of aircraft, weather conditions etc., and are indications of the hours spent actually flying (excluding time on the ground during stops en-route or when changing aircraft) and are therefore given for guidance only and are subject to alteration and confirmation.
Regulations vary with each airline, but some will refuse to carry women who will be 28 weeks or more pregnant on the date of return travel. If in doubt, please check with the airline concerned and consult your doctor. Infants must be 6 weeks old or more to travel by air and must either sit on an adult's lap or occupy an infant seat. Please contact the airline you are travelling with for details of appropriate seats. Generally children aged 2 years or more must occupy a seat.
In certain cases, in order to provide special return fares, we combine two one-way fares on different airlines or on the same airline. This means that you will have two separate bookings (one for your outbound flight and one for your inbound flight) and each booking will have its own fare rules. If you need to cancel one of the flights, you could keep the other without incurring any additional charges. If you miss the outbound flight, the inbound flight would not be cancelled by the other airline. Any cancellations, schedule changes or other modifications to one of the flights will not affect the other flight, and the fare rules of the other flight will still apply. For example if one of the flights is cancelled, the other airline has no obligation to refund the other leg of your journey or offer you an itinerary change. You may incur costs for any changes to the other flight if necessary.
Low-cost airline flights
In the event low-cost airlines are included in your flight search, we will search the low-cost airline database, and then if you choose to buy, we will process the booking on your behalf. You may receive a confirmation email directly from the low-cost airline.
Your contract will be with the relevant low-cost airline. You will be subject to the terms and conditions of the low-cost airline. These can be viewed before you complete your booking, by clicking on the Terms and Conditions link, upon request from our call centres and after booking on your confirmation email or on the low-cost airline's website.
Please note that low-cost airlines may depart from smaller, regional and/or secondary airports.
ANNEX 2 SPECIAL CONDITIONS FOR CAR RENTAL
Contracts for car rental booked through our site shall be with the relevant Travel Supplier and subject to their terms and conditions.
All drivers must display a full valid driving licence at time of pick up. Licence must be valid for at least 12 months from the last day of your car rental period and both paper and photo licences must be presented. You may also be asked to present a credit card as security for any damage that may be caused to the vehicle during your rental. It is your responsibility to ensure that there are sufficient funds available on the credit card to comply with the terms and conditions of your Travel Supplier. Failure to meet any of these requirements will invalidate your car rental and eDreams will not be responsible for any costs you may incur. Customers renting a vehicle for pick-up in any country outside the European Union (EU) must be an EU resident and must present a full, valid GB or EC/EEA licence.
ANNEX 3 SPECIAL CONDITIONS FOR HOTELS AND OTHER ACCOMMODATION
Contracts for hotel and other accommodation booked through our site shall be with the relevant Travel Supplier and subject to their terms and conditions.
We offer star ratings as a general guide. You should be aware that these are not necessarily the official local rating and that standards can vary between hotels and accommodation of the same class in different countries, and even in the same country. Different countries have different standards; a 3 star hotel in one country is not necessarily equivalent to a 3 star hotel in another.
Check-in / Checkout times - Generally guests can check into a hotel or other accommodation around 3pm and check out at 11am, local time. However, local variances may apply. Check-in and check-out times will normally be displayed on your hotel booking confirmation email. Should you require more information, please contact us.
Images - Whilst we endeavour to ensure that property images and descriptions of amenities and facilities displayed on eDreams are an accurate and up to date representation of the properties, we cannot guarantee this always to be the case as we obtain this information from our Travel Suppliers. The images and information are provided to give a general 'feel' for the hotel.
Images of room types do not necessarily represent the bed configuration of the room being purchased. For example, a triple room in North America may consist of one double bed and one single bed or a double room in Austria may consist of two single beds. Also, there may be an additional charge for extra beds or cots. Please contact the hotel directly to confirm the exact bed configuration before purchase if required.
Breakfast is not included unless otherwise stated. Some hotels may charge additional local taxes.
Documentation for entry into the USA
Airline company regulations
Handling fees for modifications, reimbursements and re-issues
Method of Payment
Reconfirmation of Flights
Presentation at the airport
Warsaw Convention / International flights
Rights of Passengers/European Norms
Community list of airlines banned from operating in the EU
Restrictive measures for liquids contained in cabin luggage
Insurances - Additional information
An electronic ticket is different from a ‘normal' or ‘paper' ticket, since it is recorded directly in the computer of the airline company via a reservation number. Vacaciones eDreams supplies you with this number on confirmation of the reservation.
With the electronic ticket, you save time and you gain flexibility. You no longer have to wait to receive the ticket by post. This ticket allows you to travel with no worries both before departure and during your journey because there is no risk of theft or loss. The electronic ticket is a free service and incurs no supplementary fee in comparison with the paper ticket. Certain airlines do not allow the issue of electronic tickets yet. An electronic ticket has significant advantages over a paper ticket:
• It is not necessary to send it by post and you do not have to wait for it or stay at home to receive it.
• Once we have confirmed your payment and sent you the invoice by e-mail, you have all you need to travel.
• No risk of loss.
• No use of paper, which is better for the environment.
To confirm the authenticity of the number, connect to one of the computer systems of the airline/s you are using and enter your reservation number and your name without spaces.
If your reservation number comes from Amadeus: http://www.checkmytrip.com If you are using an electronic ticket, it is not necessary to supply any proof (i.e. paper tickets). All you need to do is to show this reservation number and the required ID to obtain the boarding card at the airline checking desk on the day of departure. You will not receive any paper ticket, because you are using an electronic ticket!
For unaccompanied minors over 5 and under 12 years of age, airlines demand the use of a child-care service. In some cases, this service has a cost, and we advise you to find out from the airline before you confirm the reservation.
For some airlines, infants under 5 years of age may not travel unless they areaccompanied by an adult of at least 18 years of age. Moreover, children travelling as unaccompanied minors must, like any other passenger, be in possession of the appropriate documents (passport, identity card, birth certificate or certified photocopy, as required) on all flights. They must also fill in the form that will be issued at the airline check-in desk. The parents or guardians will also have to present the appropriate identification documents (identity card or passport)
HEALTH DOCUMENTS AND INFORMATION
Every destination has its own characteristics when it comes to entry formalities, vaccinations, etc. and these also vary according to the nationality of the passenger. It is your responsibility to collect this information. No incident of any type whatsoever arising from the failure to respect these official rules will be held to be the responsibility of Vacaciones eDreams. We therefore advise you always to check the formalities to be respected for the chosen destination or for the transit countries, as well as the time you will need to carry out all the related procedures.
Without the necessary documents, you will not be allowed to travel. If you are not sure of the applicable regulations in each case, ask the embassies / consulates of the countries where you will be travelling to.
-Information and Documents for Passengers in Transit or with a destination in the USA
In conformity with the requirements of the Government of the USA, airlines are legally obliged to allow the Office of Customs and Border Protection (CBP) of the USA to have certain information concerning the itineraries and reservations of passengers flying from or to or transiting the USA.
These data are principally used to prevent and combat terrorism, organized crime and other serious transnational criminal acts. Since 26 October 2005, the Secretariat of the Department of Homeland Security of the United States of America requires that all passengers travelling to or via the United States should have a biometric passport, or if not, an optically read old-style passport with a visa. For an optically-read passport, a visa is necessary according to the date of issue of the passport:
- If your optically-read passport was issued before 26 October 2005: you must be in possession of a special visa (to be requested from the U.S. consulate).
-If your optically-read passport was issued after 26 October 2005: it is sufficient for entry to U.S. territory.
Also, minors who are citizens of the countries in the Visa Waiver Program (VWP) and whose names are recorded in the passports of their parents may no longer travel to the USA with these passports. They must now have their own passports. We draw your attention in particular to flights with a destination in a third country
which make a stop-over in the USA. The passport/visa requirements described above, will also apply in the case of a stop-over. We inform you that airlines are obliged to examine exhaustively the papers of all the passengers and to refuse their boarding if they do not match these new requirements. Vacaciones eDreams declines all responsibility in case of refusal of boarding due to failure to meet any of the requirements indicated above.
Further important Information on Documentation for entry into the USA.
Electronic system for pre authorization of trips to USA: In order to comply with instructions for the US Government, we inform you that all passengers regardless of nationality who are travelling to or transiting through the United States of America will need to obtain an electronic preauthorization from the 12 January 2009 onwards.
Below is the link where you will be able to complete the process for obtaining the electronic preauthorization:
The majority of applications will get one of three responses within seconds:
1. Authorization approved: Trip is authorized
2. Trip not authorized: The traveler should obtain a non immigrant visa en a US Embassy or Consulate before traveling to USA
3. Authorization pending: The traveler will need to check back with the consular website within 72 hours in order to find out the final decision
Please note that this authorization is not a guarantee of entry into the USA at a point of entry. The authorization itself only allows a traveler to board transport in order to travel to the USA under the Visa Waiver Program. After 12 January 2009, those travelers using the Visa Waiver Program who do not request or receive a preauthorization to travel may be refused boarding, experience a slow processing or denial of entry at point of entry to USA. Vacaciones eDreams will not be responsible for any additional costs to this booking incurred as a result of a denied preauthorization to travel.
If you have questions on the documents required to travel to or via the USA, you should contact the Embassy of the United States in your country.
For any question about visas, you may also contact to the Embassy of the United States directly by e-mail, at email@example.com . The internet site of the Embassy of the United States in UK is www.usembassy.org.uk.
-Flights with electronic ticket (e-ticket) to the United States
Using your reservation number, go to the page http://www.checkmytrip.com and print out your itinerary.
The Electronic Expense Receipt or receipt for the e-ticket may be required according to the norms of security in force in the United States. We recommend you to print the documents indicated and the confirmation e-mail, and attach them to your travel documents.
-Presentation of Identity card/Passport on all Flights
In conformity with the instructions of Civil Aviation authorities, all airlines demand from their passengers the presentation of an Identity Card or Passport on all flights and according to the destination concerned. The objective of this new norm is to confirm that the identity of the passenger corresponds to the data on his or her ticket and boarding card and this applies to all flights, regardless of destination.
These documents will also be required at check-in desks (if these are used) and at boarding gates. If registration has been made via on-line autocheck-in or via the autocheck-in machines, you will have to present your documents at the boarding gate.
So as to respect these rules, airlines will refuse boarding to persons who do not present these documents or whose identity does not correspond to their boarding card.
Vacaciones eDreams, acts as travel agent, acts as meaning that in some cases we act as agents for third-party suppliers such as airlines, wholesalers, hotel reservation centers, couriers, car rental centers, and insurance companies and in other cases we act as your agent in making bookings on your behalf with such suppliers. In either case your contract for the supply of travel services is between you and the supplier of those services. It is the airlines who dictate the various regulations and norms applicable to your journey.
FEES FOR MANAGEMENT OF MODIFICATIONS, REIMBURSEMENTS ANS RE-ISSUES.
For all direct or indirect reimbursements solicited by the passenger, and permitted for the fare applied, eDreams will apply handling fees which will be added to any fees that may be charged by the airline.
In addition to any fees that may be charged by the airline for any voluntary modifications or re-issues solicited by the passenger which will lead to modifications of dates, itineraries or names, and as long as the airline in question permits these, eDreams will apply handling fees of 25GBP per person.
In case of modification or cancellation, it is your responsibility to make contact with Vacaciones eDreams to inform us of this and so that we may inform you of the possibility of carrying out the operation as well as of the procedures to be carried out and of any penalties to be paid.
It is not possible to change the name or surname for a reservation or of a ticket. If you must change names or surnames, we will have to cancel the reservation and issue a new ticket (if your fare allows it).
You must send an URGENT e-mail notification to modification.cancellationuk@ edreams.com and wait for one of our agents to confirm the cancellation or modification. Vacaciones eDreams will inform you of the cost of these modifications, as long as they can be made. We inform you that in case of unrestricted fares, failure to cancel will give rise to what is called a ‘no show' and will cause the total loss of the right to a reimbursement.
For emergencies during the week-end, including modifications and cancellations, you must send an e-mail to firstname.lastname@example.org.
Reservations are definitive and Vacaciones eDreams will issue the reserved tickets by using exactly the information stated by the client. That is why we ask you to check the dates, origin, destination and the names of the passengers with care since, when you make a reservation, you are stating your intention to purchase the ticket.
If you decide to cancel the operation, you may be subject to cancellation fees or, according to the norms of the fare dictated by the airline, no reimbursement may be possible.
Reimbursements are only made and authorised by airlines and are subject to conditions. The cheapest fares, or ‘Economic or Restricted' fares generally do NOT allow for reimbursement. The passenger will have no right to any reimbursement if boarding was refused for one of the following reasons:
• non-presentation of the required documents (passport, visa, certificate of vaccinations ...)
• Presentation of invalid or expired travel documents;
• Failure to comply with the laws in force.
METHOD OF PAYMENT:
Payment for the tickets may be made by credit or debit card. If the payment is made by bank transfer, it is the responsibility of the purchaser to carry out the bank transfer and to send the proof of the transfer by fax to 0034 93 508 85 82.
Vacaciones eDreams will not issue tickets without having received the bank transfer and the corresponding confirmation. Airlines may modify the conditions for fares and they will set the limits of validity for reservations, and for this reason Vacaciones eDreams may not be held responsible for the maintenance of prices or for the availability of the fare chosen in case of any delay in payment. If the fare is no longer available, it will be necessary to make a new reservation
RECONFIRMATION OF FLIGHTS:
It is indispensable that you reconfirm your flight in 24 to 48 hours before your departure. You may do this by calling the airline. Vacaciones eDreams may not be held responsible for the modifications or cancellations which may arise from the failure to comply with this obligation by a passenger.
PRESENTATION AT THE AIRPORT:
For domestic flights, presentation at the check-in desk must take place an hour and a half before the departure of the flight. For international flights, presentation must take place two hours before the departure of the flight. For charter flights, the client is informed of the time and place for presentation when he or she receives the documents. Non-respect of this rule by the client will exonerate Vacaciones eDreams of any later claim.
Our web site will not prevent you from making impossible reservations, like for example two flights on the same date to different destinations or a flight to a destination coupled with a night in a hotel at another destination on the same date. If a user makes this type of impossible reservation, Vacaciones eDreams is not responsible and the user will not be reimbursed.
It will be permitted to review prices of products and services offered overseas through the web site of Vacaciones eDreams after modifications in transport fares, and after modifications due to fluctuations in the rate of exchange.
WARSAW CONVENTION / INTERNATIONAL FLIGHTS:
TICKET FOR JOURNEY AND LUGGAGE RECEIPT
If the passenger's journey ends or has a stopover in a country which is not the country of departure, the Warsaw Convention may apply. In most cases this limits the responsibility of the transporters in case of death or personal injury, as well as in case of loss of luggage or damages caused by this. Also consult the notices entitled ‘Notice to International Passengers on the limitation of Responsibility' and ‘Notice on the Limitations of Responsibility concerning Luggage'.
1-. In the framework of this contract, ‘ticket' means ‘ticket for journey and luggage receipt', or Itinerary/Receipt as appropriate, if it is a case of an electronic ticket, and forms part of the present conditions and notices; ‘transporter' means any air transporter who transports or undertakes to transport passenger or their luggage in virtue of this air travel contract, ‘electronic ticket' means the Itinerary/Receipt issued for or in the name of the transporter, the Electronic Coupons and, if appropriate, also a boarding document; ‘WARSAW CONVENTION' means the Convention for the Unification of Certain Rules relating to International Carriage by Air, signed in Warsaw on 12 October 1929, or this same convention as modified at The Hague on 28 September 1955, as appropriate.
2-. The transport carried out in virtue of this contract is subject to the norms and limitations relating to responsibility established by the Warsaw Convention except where the transport is not ‘international transport' according to the definitions of this Convention.
3-. As long as they are not in contradiction with the preceding, any transport and other services carried out by each transporter will be subject to: 1) the provisions appearing on the ticket, 2) the applicable fares 3) the conditions of transport established by the transporter and the connected regulations which form part of this contract (and which may be consulted in the offices of the transporter), except in case of transport between a place in the United States or Canada and any other place outside these countries, in which case the norms in force in these countries will be applied.
4-. The name of the transporter may appear in abbreviated form on the ticket as long as the complete name and its abbreviation appear in the manuals, the conditions of transport, the regulations or the timetables of the transporter; the address of the transporter is that of the airport of departure which appears on the ticket opposite the first abbreviation of the name of the transporter; the stop-offs agreed are the places indicated on this ticket or which appear in the timetables of the transporter as the stop-overs foreseen in the itinerary of the passenger; the transport to be undertaken in virtue of this contract by various successive transporters will be considered as one single operation.
5-. The transporter who issues a ticket for transport on the lines of another transporter is only acting as the agent of the latter.
6-. Any exclusion or limitation of responsibility of the transporter will apply and will benefit his agents, employees and representatives, and any person who will use the aircraft of the transporter for transport as well as his agents, employees and representatives.
7-. Registered luggage will be returned to the bearer of the luggage receipt. In case of damage to luggage during international transport, a claim must be presented in writing to the transporter immediately after the damage has been discovered and no later than seven days after the date of delivery. In case of delay, the claim must be presented within 21 days after the date of delivery of the luggage. Consult the manuals or applicable conditions for non-international transport.
8-. The ticket is valid for one year counting from its date of issue, except if stipulated otherwise on the ticket itself, in the transporter's price lists, in the conditions of transport or in the applicable regulations. The fare for the transport effected in virtue of the present contract is subject to modification before the beginning of the journey. The transporter may refuse to carry out the transport if the applicable fare has not been paid.
9-. The transporter undertakes to make all possible efforts to transport the passenger and his luggage in a reasonable time. The hours indicated in the timetables or elsewhere are not guarantees and do not form part of this contract. In case of need and without advance warning, the transporter may be replaced by other transporters, use other aircraft and modify or suppress the stop-overs foreseen on the ticket. The timetables are subject to modification without advance warning. The transporter does not take responsibility for guaranteeing changes
10-. The passenger should respect the formalities of the authorities for the journey and present the documents for departure, arrival or any other document required. He or she should arrive at the airport at the time indicated by the transporter or, if no time is fixed, allowing sufficient time to complete the necessary procedures before departure.
11-. No agent, employee or representative of the transporter has the necessary authority to alter, modify or cancel any of the provisions of this contract
NOTICE TO INTERNATIONAL PASSENGERS ON THE LIMITATION OF RESPONSIBILITIES
eDreams informs passengers who are making journeys where the destination or one or several stop-overs is situated in a country which is not the country of origin of their flight that the provisions of the Warsaw Convention may apply to the totality of their journey, including any part of this taking place entirely inside the country of origin or of destination. For passengers travelling to or from or with a stop-over foreseen in the United States, this convention and the special conditions for transport included in the applicable tariffs establish that the responsibility of the transporters who have subscribed to these special contracts is limited for the most part to the case of death or personal injury of the passengers, to the proven damages, which may not exceed US$ 75,000 per passenger* and the responsibility to the limit mentioned will not depend on negligence by the transporter.
In the case of passengers who travel using the services of a transporter who has not signed this special contract or who are making a journey which does not begin, terminate or have any foreseen stop-over in the United States, the responsibility of the transporter for death or injury of a passenger is limited in most cases to US$ 10,000 or 20,000. The names of the transporters who have signed these special contracts are available to the public in all the offices for sale of tickets of these transporters and may be examined on demand. In general, it is possible to obtain supplementary protection by taking out an insurance policy with a private company of the sector. This insurance is not subject to the limitations of the responsibility of the transporter derived from the Warsaw Convention or these special transport contracts. To obtain complementary information, please consult your airline or your insurance company.
*Note.- Costs and fees are included in the limit of responsibility to US$ 75,000, except in the case of demands presented in States, where the courts fix these costs and fees separately. In these cases, the limit will be US$ 58,000, exclusive of costs and fees.
NOTICE OF LIMITATIONS OF RESPONSIBILITY FOR LUGGAGE
Responsibility for loss, delay or damage to luggage is limited unless a higher value has been declared and additional fees have been paid. For the majority of international journeys (including the domestic parts of international flights), the limit of responsibility is around US$ 9.07 per pound (20.00 US$ per kilogram) for registered luggage and US$ 400 per passenger. For certain types of articles, one may declare a higher value. The transporters do not assume responsibility for fragile, valuable or perishable articles. You may obtain further information from the transporter.
For reasons of security, it is forbidden to transport dangerous articles in luggage -such as:
-Compressed gases: (intensely refrigerated, inflammable, flammable and toxic) such as butane, oxygen, liquid nitrogen or bottles of compressed air for underwater diving.
-Corrosive agents: such as acids, alkalis, mercury or wet electric batteries.
-Explosives: munitions, fireworks and Bengal matches.
-Inflammable liquids and solids such as fuel, matches, paints, solvents and lighters
-Radioactive materials, and bags or cases with built-in alarm systems.
-Oxidising materials such as calcium chloride or peroxides.
-Poisons and infectious substances such as insecticides, herbicides and living viruses.
-Other dangerous articles like magnetised, noxious or irritating materials.
It is possible to transport limited quantities of medicines and toilet articles necessary for the journey such as aerosols for the hair, and perfumes or medicines containing alcohol. A large number of the articles mentioned may be transported as merchandise of they are packed according to the norms. Ask for further information if you the wish.
NOTICE ON THE CANCELLATION OF PLACES
If you have a place duly reserved and for one reason or another, you cannot use it, we ask you to cancel it, either in person by telephone, or through your Travel Agent. This will allow another passenger to use your place, without the seat staying empty, and you will avoid a possible penalty for not having cancelled your reservation in time.
YOUR ARRIVAL AT STOP-OVERS
We ask all passengers to confirm on arrival their reservations for the following stages of their journey or for their return journey, and to communicate their temporary address to the transporter so as to allow him to warn passengers of any information which might be of interest to him. Hand luggage -Important Notice As a precaution and security measure, you are only allowed to take into the cabin one single item of hand luggage whose dimensions (width + length + height) do not exceed 115 cm.
You may also carry the following objects:
- One hand bag or small document case
- An overcoat, cape or travelling blanket
- An umbrella or cane
- A pair of crutches
- A small camera or pair of binoculars
- A travelling cradle or totally foldable push-chair, which will normally be transported free of charge in the luggage hold.
NOTICE TO PASSENGERS REFUSED ON BOARDING
‘The Regulation CE no. 261/2004 of the European Parliament and Council of 11 February 2004 establishes common norms relating to a system of compensation for refusal of boarding in regular air transport. The norms followed by the Company for the boarding of the passengers in the case of a flight presenting an excess of reservations will be at the disposal of the public in the offices and at the check-in desks of the air transporter. Also, the air transporter will supply each of the passengers who have been turned away from boarding a form where the norms of compensation for refusal of boarding will be indicated. '
NOTICE TO PASSENGERS ON OFFICIAL TAXESAND DUTIES
The price of this ticket may include takes and duties which have been established for air transport by the governmental authorities. These takes and duties, which may make up a significant part of the cost of the air transport, may be included in the fare or set out separately in the
"TAXES/DUTIES/CHARGES' section of the ticket.
We may also ask the passenger to pay any taxes or duties which have not been covered in advance.
RIGHTS OF THE PASSENGERS IN CASE OF REFUSAL OF BOARDING AND CANCELLATION OF THE FLIGHT
If you are refused boarding or your flight is cancelled, the company responsible for the flight is obliged to indemnify and assist you. If you have carried out registration within the prescribed time, you may demand these rights for all flights, including charters: -with departure from an airport of the EU or - with arrival at an airport of the EU from another situated outside the EU if the flight is being handled by a company in the EU.
Refusal of boarding
When the number of passengers exceeds the number of places available, the airline company must first of all ask whether there are any volunteers ready to give up their places in exchange for compensation, which must include either reimbursement of the amount of the ticket (with a free return ticket to the first place of departure, if necessary) or the offer of alternative transport to the final destination. If there are no volunteers, the company should pay compensation of:
- 600 Euros for flights of more than 3,500 km carried out outside the EU
- 250 Euros for flights of less than 1,500 km
- 600 Euros for flights of more than 3,500 km carried outside of the EU
The compensation could be reduced by half if the delay is not greater than 2, 3 or 4 hours, respectively.
The company should:
- allow a choice between reimbursement of the amount of the ticket (with a free return ticket to the first place of departure, if necessary) and an alternative means of transport towards the final destination, and
- offer a free meal and drinks and lodging in a hotel if necessary (including travel) as well as facilitating means of communication.
Cancellation of flights.
When the flight is suspended, the airline must:
-allow a choice between reimbursement of the amount of the ticket (with a free return ticket to the first place of departure, if necessary) and an alternative means of transport towards the final destination, and
- offer a free meal and drinks and lodging in a hotel if necessary (including travel) as well as facilitating means of communication.
The airline must also offer compensation, in quantities equal to the quantities due, in case of refusal of boarding, unless it has communicated the cancellation sufficiently in advance and offered alternative transport with a timetable close to that initially proposed. Compensation or reimbursements will be paid in cash, by bank transfer or cheque, or, with a previous agreement signed by the passenger, in travel vouchers, and this will be carried out within 7 days. If these rights are refused, you must immediately present a claim to the company responsible.
If you register for all flights, including charters, within the prescribed delays,
-with departure from an airport in the EU or
- with arrival at an airport in the EU from another airport situated outside the EU, if the flight is handled by an EU company, and the company organising the flight foresees a delay: - of 2 hours or more for flights of less than 1,500 km - of 3 hours or more for longer flights carried out to inside the EU and for other flights between 1,500 and 3,500 km.
- of 4 hours or more for flights of more than 3,500 km carried out outside the EU, this company is obliged to offer you a meal and drinks, and lodging in a hotel if necessary (including travel) as well as facilitating means of communication.. When the delay is 5 hours or more, the company should also offer you reimbursement of the amount of the ticket (with a free return ticket to the first place of departure, if necessary). If these rights are refused, you must immediately present a claim to the company responsible.
If the company responsible for the delay of a flight, at any place in the world, is a company from the EU, you may claim up to 4,150 DEG for the prejudice suffered. If the company does not agree with the claim, you can choose recourse to the courts. You may make a claim against the company which sold you the flight or the company operating the flight, if these is not the same.
Community list of airlines banned from operating in the EU
RESTRICTIVE MEASURES FOR LIQUIDS CONTAINED IN CABIN LUGGAGE
For security checks, you must now present separately, sealed in a transparent plastic bag with a format of about 20 cm by 20 cm, your bottles and tubes of 100 ml maximum each. So as not to slow down the security procedures and to avoid having your products confiscated before boarding, it is important that you read this information.
A PIECE OF ADVICE: Put as many things as you can in luggage for the hold and only keep what is absolutely indispensable for your journey in your hand luggage.
WHAT YOU NEED TO KNOW.
What flights are affected?
- All flights leaving from airports in the European Union (as well as those in Norway, Iceland and Switzerland), whatever their destination, including internal flights, and whatever the nationality of the airline company.
- Transit passengers If your first flight comes from a country of the European Union and your second flight departs from a European airport (plus Norway, Iceland and Switzerland): You may make in-flight purchases and purchases in the airport shops. These will then be securised in a sealed plastic bag.
- If you have a later change in a country outside the European Union: You must inform yourself in advance, from the airline, about any restrictions that will be imposed.
- If your first flight arrives in a country outside Europe and your second flight departs from a European airport (plus Norway, Iceland and Switzerland): We advise you, before departure, to place all your liquids in your hold luggage, including those bought in the shops of airports outside the European Union; if not they will be confiscated during the security control during your transfer, except for those contained in sealed plastic bags of about 20 cm x 20 cm.
Which products are prohibited?
- Liquids, aerosols, gels and pastes: mineral water, perfumes, drinks, lotions, creams, shower gels, shampoo, mascara, soups, syrup, toothpaste, liquid soap, deodorant...
What is the maximum size of each bottle or tube the may be taken into the cabin?
- No container may exceed 100 ml.
What is the maximum size for the plastic bag?
- This transparent plastic bag (type freezer bag) should measure about 20 cm by 20 cm. One bag may contain several objects, tubes, bottles and aerosols.
How can I get this plastic bag?
- You can find this plastic bag (type freezer bag) in shops and supermarkets. Most European airports also offer these bags on the spot. However, this is a service offered to passengers and not an obligation, so it is therefore not guaranteed that these bags will be available everywhere and always. We advise you of make provisions before departure.
What exceptions are authorised?
- Liquid medicines. You may take into the cabin liquid medicines (insulin, syrups...) as long as you present the security staff with written proof, or a prescription in your name. There is no restriction for solid medicines (tablets and capsules).
- Liquid food for babies. There is not restriction on these products. Remember to take resealable containers: you might in fact be asked to taste these foodstuffs!
PASSING THROUGH THE SECURITY CONTROL:
Remove your jacket or coat.
- All your large electrical devices: portable computer, large digital camera, DVD player, etc.
- Your transparent plastic bag containing your bottles and tubes.
- Your medicines accompanied by a prescription or written proof.
- Your baby food.
- Your purchases from the airport shops which have had to be put into plastic bags and sealed by the vendors. Attention: not all shops offer these bags. Check before you make your purchases.
- Purchases of liquids made after the security control are made freely subject to the customs limitations. Attention however to transfers: enquire before all purchases.
In general, place all your liquids in your hold luggage, except for products which are absolutely indispensable during the flight. If you are travelling without hold luggage and only with cabin luggage, you should place your liquids in a plastic bag of freezer bag type of about 20 cm x 20 cm.
INSURANCES - ADDITIONAL INFORMATION
eDreams travel insurance is underwritten by ACE European Group Limited. eDreams Ltd is an Appointed Representative of ACE European Group Ltd, who is authorised and regulated by the Financial Services Authority, reference FRN202803.The contract is subject to terms and conditions, which are accessible during the booking process. You can contact Ace at .email@example.com . eDreams comprehensive travel insurance is typically suitable for customers who wish to insure themselves for medical emergencies, delayed or missed departures, cancellation and curtailment, baggage and other cover while travelling. Please note that we also offer a cancellation only insurance if that is more suited to your needs. The quote includes Insurance Premium Tax (IPT). This insurance is for UK, Channel Islands or Isle of Man residents who are under 65 years of age s and is subject to our Terms and Conditions, eDreams Ltd has not provided you with advice on whether this product is suitable for you. You may cancel this insurance within 14 days of purchase.
Unless agreed otherwise, English law will apply and all communications and documentation in relation to this policy will be in English. In the event of a dispute concerning this policy the English courts shall have exclusive jurisdiction See the specific terms and conditions which accompany the policy.