Updated on January 2023
You can contact us by clicking here or by phone.
1.1 This website is available to all users (hereinafter referred to as “User” or “You”), subject to these general terms and conditions (hereinafter “T&Cs”). When You make a purchase on the website or use this website in any way, You accept these T&Cs.
1.2 This Platform is owned by Vacaciones eDreams, SL , duly incorporated in Spain and registered in the Trade Registry of Madrid with registered office address is at Calle de Manzanares, nº 4, Planta 1º, Oficina 108, 28005, Madrid, Spain and with Tax ID number Number B-61965778. Vacaciones eDreams, SL is a company belonging to the eDreams ODIGEO group (hereinafter referred as “eDreams”, “we”, “us” or “our”). The services provided on this Site are made available by Us and our partners.
eDreams is an IATA Accredited Agent. In some cases We may use services provided by our subsidiary companies. If You are a consumer in the UK, your contract for our intermediary services (as described at paragraph 2.4) will be with the eDreams subsidiary eDreams (Gibraltar) Limited, incorporated in Gibraltar with company number 121458. All postal correspondence should be sent to Us according to paragraph 1.2 above .
Our subsidiary established in the U.S. is eDreams LLC. eDreams LLC is a Delaware limited liability company, with business address at 3350 Virginia Street 2nd Floor, Coconut Grove, Florida 33133, USA; it is registered as Seller of Travel in the following states: California CST2121263-50; Florida: ST38821; Iowa: 1293; Washington UBI: 603615148. *Registration as a seller of travel does not constitute approval by the state of California. California law requires certain sellers of travel to have a trust account or bond. eDreams LLC has a surety bond issued by the prosur group in the amount of $25,000. eDreams LLC is not a participant in the Travel Consumer Restitution Fund (TCRF). If You are a consumer who pays for the booking with a credit or debit card issued by a financial institution, which is established in the UK, your contract for our services (as described at paragraph 2.4) will be with the eDreams subsidiary eDreams (Gibraltar) Limited, incorporated in Gibraltar with company number 121458.
Our "Flights" and our "Trains" comparison and booking service is provided by Vacaciones eDreams (information as above).
Our standalone "Hotel" comparison service is provided by Engrande S.L (ID tax number B62064845), a company incorporated under Spanish law belonging eDreams ODIGEO Group, with its registered address at Calle Conde de Peñalver, 5, - 1º Ext. Izq., 28006, Madrid, Spain.
Our "Dynamic Packages" (for example, Flight + Hotel) are provided by Vacaciones eDreams. More information about Dynamic Packages and the special conditions and obligations thereunder is included below.
Our "Trains" comparison and booking service is provided by Vacaciones eDreams (information as above).
For more information about and the special conditions relating to your particular travel contract, please see the relevant section included in these terms and conditions. You may not transfer any of your rights or obligations under these T&Cs without our's prior written consent. We may transfer any of our rights or obligations under these T&Cs without your prior consent, and in particular we may assign any of our rights or obligations to our subsidiaries in order to provide our services.
1.3 The User states to be of legal age and possesses the necessary legal capacity to comply with this agreement and use the Website in accordance with these T&Cs, which are understood and acknowledged in full. The User shall be responsible for safeguarding any passwords provided by eDreams in order to enter the website, and guarantees that no unauthorised third parties shall gain access to them. The User is liable for any financial consequences derived from the undue use of this Website by unauthorised third parties using said passwords. eDreams expressly warns the User that by using the Website to make a booking, he/she is concluding a contract with payment obligations The User declares that all information provided by them in order to enter the Website, before and during use, is true, complete and accurate and warrants keeping this information updated.
1.4 This Website is solely and exclusively for the User’s personal use. It is prohibited to modify, reproduce, duplicate, copy, distribute, sell, resell, or exploit it in any way for commercial ends or equivalent 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 to not use this Website for illegal or improper purposes. In particular, the User accepts that the products or services purchased through this Website are for their own use or consumption, or for the use and consumption of the persons in whose name they are legally authorised to act. The User may not resell the products or services purchased through this Website to third parties. eDreams reserves the right to deny access to the Website at any moment with no prior notice.
2.1 Through this Website, eDreams offers a search and comparison service of travel products or services available on the market, as well as an intermediary service for the purchase of the services You select. A purchase on this Website is considered any order for products or services made with an obligation to purchase and which has been confirmed by eDreams. When You purchase travel products or services through this Website, it is formalized into an agreement directly with the Travel Provider/s. eDreams does not enter into the contractual relationship relating to the products or services that You purchase, unless expressly indicated as such. WHEN YOU MAKE A BOOKING VIA THIS WEBSITE, THE CONTRACT WILL BE BETWEEN THE TRAVEL SUPPLIER(S) AND YOU, AND NOT BETWEEN EDREAMS AND YOU UNLESS OTHERWISE INDICATED. We are 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 query or consultation relating to products or services purchased must be directed to the corresponding travel Provider.
See the relevant section/Annex below to learn more about your specific travel contract.
2.2 The term "Travel Supplier" includes as appropriate inter alia airlines, tour operators, package holiday suppliers, hotels, hotel chains and hotel aggregators or other accommodation providers, insurance suppliers, railway and rental car suppliers.
2.3 eDreams will assist You in the purchase of products or services, intervening in your name for the procurement of said purchases with the Travel Provider/s. This agreement is subject to the terms and conditions of each travel Provider, who can limit or exclude their responsibility. In order for You to review the terms and conditions of your corresponding Travel Provider. You may contact them directly. Ensure that You consult the applicable terms and conditions of your Travel Provider/s, especially those relating to cancellation fees
2.4 By using this Website to book products and/or services, you authorise Us to act as your representative 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. Your contract for this intermediary service will be between you and Our relevant subsidiary (described at paragraph 1), and it is different to your contract with the Travel Supplier (referred to at paragraph 2.1). Accordingly, eDreams may charge you with 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 booking, you authorise us to use these details to make the booking on your behalf. When payment is made in this way by us on your behalf, you will receive a confirmed ticket issued by the travel supplier.
2.5 The final full price of the products or services selected shall be confirmed once the process of searching, comparison and selection has been completed and the price is available, with a breakdown of costs, before deciding to click on “ACCEPT AND PURCHASE”. The prices are displayed with the daily calculated exchange rates and can therefore vary on a daily basis in accordance with exchange rates. Likewise, taxes will fluctuate in accordance with exchange rates. When You start a purchase, the exchange rate is fixed at that moment and shall be applied to the modifications and cancellations of all products or services that comprise your purchase. The currency exchange rates are established by eDreams. Where you will pay later, for example a post-pay hotel booking, or eDreams receives the price from the airline in a currency other than sterling and converts it to sterling, the applicable exchange rate will be that applied by your card provider at the time of payment.
In rare cases, there may be a mistake in the price. Obvious pricing errors are not binding. An obvious pricing error is one with an obvious and manifest error, where it is apparent that no reasonable person would consider the price to be normal. In those circumstances, we reserve the right to cancel the booking with no penalty and refund you the amount charged. We may offer you the opportunity to keep the booking at the correct price and pay the price difference.
2.6 After you confirm your booking, you will receive a confirmation email with a booking number. This is the moment that your contract in relation to the products and services ordered will come into existence. This 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 booking made in accordance with 2.4, once payment has been made you will receive a confirmed ticket issued by the travel supplier. 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 purchase in the event of having reasonable motives to believe it is fraudulent. In these circumstances we will attempt to contact You, using the email address provided during the search, comparison and selection process, or through your bank. In the event of not being able to contact You or your bank, your purchase shall be automatically cancelled.
2.8 We inform You that the email document through which the agreement is formalised is the confirmation emails. This information, apart from being sent to You by email, shall be filed in the eDreams records and may be accessed at any moment, as requested.
2.9 In relation to the optional or special requests options relating to any product (e.g. meals, disabled facilities, child seats etc.), eDreams reminds to You that it cannot guarantee any such requests, since eDreams only pass these requests on to the corresponding Travel Provider/s. You have to confirm with the Travel Provider or hotel whether such special requests can be fulfilled and carried out. In addition we must expressly inform You that the request for any optional or special elements, concerning flight purchases, could cause a delay to the issuing of your ticket, with a consequent risk of an increase in the airline rate or of no spaces being available when the travel Provider processes your request.
2.10 eDreams has put together a list of all the information that you will need to plan your trip (transportation conditions, baggage policy, etc.) from the airlines most frequently booked on our website. Please be aware that this information is managed directly by the airlines, and it is important that you familiarise yourself with these policies while planning your trip. If the airline you are flying with is not listed, please consult the conditions directly on the airline’s website.
3.1.1 AS EXPLAINED IN CLAUSE 2.1, THE CONTRACT FOR THE PRODUCT OR SERVICE YOU HAVE BOOKED IS BETWEEN YOU AND THE TRAVEL SUPPLIER(S). This means that your ability to cancel or modify a booked travel product or service, and the method for doing so, will depend on the type of fare or reservation made, and the specific airline's fare rules or other Travel Supplier's terms and conditions. Please see clause 2.3 for details of how to access the 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. However, eDreams will, at your request, assist you to cancel or modify the booking to the extent that it is possible, as explained in the next sections of this clause. 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 £25 per person to cover the administration costs incurred by eDreams. Flights with the “Free rebooking” label or Hotels with the “free cancellation” label are exempt from this fee. 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 the purchase of flight tickets, please note that for itineraries consisting of different routes and more than one base fare, more than one set of fare rules may apply. In this instance, the most restrictive fare rules will be applied. You should read all fare terms and conditions relating to your booking. If changes or cancellations are permitted, they can be effective by calling eDreams. Please note that if You have purchased a return ticket, a ‘no-show’ for the outward journey may result in your return ticket being cancelled by the airline. Changes and cancellations cannot be made by email. You can access your booking via the Manage Booking area and may contact the eDreams customer service centre by phone
3.1.3 In relation to hotel bookings,the hotel’s specific terms and conditions for cancellations and modifications will be available to view on our Website during the booking process or by prior request to our Customer Service centre, which will also be explained in your confirmation email. When You modify a booking, 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 provider’s specific terms and conditions for cancellations and modifications will be available to view through a link on our Website or by prior request to our Customer Service centre. Please, note that if You fail to cancel your booking 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), most of the car rental providers reserve the right to make a ‘no -show’ charge of up to 100% of the total value of the vehicle rental
3.2.1 The total price of your purchase along with the corresponding breakdown and the eDreams service fees will be shown once You have selected all the specific products or services You would like to purchase, before the actual purchase process begins. The said price will include the price of all of the products or services selected and the eDreams service fees. Please note that the eDreams charges are independent of the cost of the products and/or services selected, and are non-refundable as they are charged for the services provided by eDreams for searching, comparing and assistance during the booking procedure.
3.2.2 eDreams service fees will vary according to the products or services selected. Additional charges will apply if your purchase is made by phone or if changes or refunds are requested. In the event that You use an unfunded credit card or a credit card which is rejected by the bank due to any reason, eDreams will charge an estimated service fee of up to TEN POUND (£10) and will provide You with instructions to make the payment of your purchase effective. Once the full payment has been made, the estimated service fee will be refunded by deducting it from the final price of your purchase. You will not have the right to receive any of the products or services requested until full payment has been received. In relation to the use of credit cards without funds, or those that are rejected by the bank for any reason, it is brought to your attention that due to the nature of travel products, there is the possibility that the cost of your products or services may suffer a price change at the moment of purchasing and settlement of the full amount, therefore You must accept the updated price at the moment of making the 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 payment to your travel supplier and payment to eDreams for any other products or charges may appear as separate transactions on your credit card statement. You may also have the option to pay the travel provider directly at check-in rather than at the time of booking.
3.2.4 You can pay by any of the main credit card or debit cards, as listed on the Website. No other payment methods are accepted other than those shown 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 or car rental pay-on-arrival bookings, where a deposit option may be available.
Certain banks or credit card issuers may charge a fee for processing a foreign transaction (for example, if you make a booking using a credit card that is issued in a different country than the travel provider's country). Your bank or credit card issuer may pass this cost on to you. We are not liable for these additional fees, and they are outside of our control.
3.2.5 For the purpose of providing greater security, You will be requested to enter your credit/debit card information for each eDreams purchase You make. This information will not be saved in our systems beyond processing payment for your purchase, and as appropriate, for processing claims for reimbursement of unreturned fees as set out in point 3.3. Please note that eDreams will need to share your credit/debit card information with the Travel Provider/s in order to formalise your booking/s. All the information will be encrypted in a secure server. You authorise eDreams to use the information from your credit/debit card(i) in order to purchase the products or services requested and to process the corresponding payment (ii) for the payment of the insurance premium and tourist assistance, as necessary, (iii) to process any applicable refunds(iv) for the payment of related costs (a) the use of certain debit or credit cards,(b) the request for changes to initial purchase or (c) the refund of unreturned fees, as referred to in section 3.3 of these T&Cs.
3.2.6 You will be provided with all the information on final prices, which will be duly broken down before the purchase process commences. eDreams reserves the right to claim from You any amount incurred due to rejected or returned payments through your bank or issuing body of your credit or debit card company. If You pay for your purchase with a third party’s bank card, it is possible that written authorisation from the card holder will be required. eDreams reserves the right, both on its own behalf as well as on behalf of the Travel Provider/s to only offer etickets, confirmations, e-vouchers and other travel documents to the billing address of your bank card or to the email when requested by the card issuer. All email addresses used must be validated at the moment of making the booking.
3.2.7 eDreams is constantly striving to reduce or minimise the effects of fraudulent credit card transactions. In this regard, we reserve the right to carry out random checks, including electoral role checks, and the possibility of requesting proof of address by fax or post, along with a copy of your credit or debit card and a recent statement, before starting the issuing of tickets, in the event that our system detects that your transaction can be fraudulent. Please note that these checks will only be carried out during our standard office hours. As a result, all purchases made outside of our office hours cannot be issued until the following working day. Please note that these checks stop the processing of your purchase. eDreams cannot ensure the availability of the products or services and/or the price you have found until the purchase is duly processed. Also note that You shall be responsible for costs and expenses incurred by yourself in connection with the sending of proof of address by fax or post, ordering of a bank transfer and/or any action required to be able to process your purchase in a safer way
3.2.8 In certain cases, subject to prior contact with the eDreams Customer Service centre, You may pay by bank transfer, as long as it is made by the holder of a bank account in the same country where the booking is made. In these cases, there must be a difference of at least six (6) working days between the date of purchase and the departure date of the ticket. By choosing bank transfer as the payment method eDreams will charge You the total amount of your purchase in one single payment. You must ensure that there are sufficient funds available to settle the payment. In the event of a returned payment due to lack of funds or for other reasons attributable to You, eDreams will charge You a service fee of TEN POUNDS (£10) and will immediately give You instructions on how to make the payment for your purchase effective. This charge is due to bank charges and other associated costs incurred by eDreams. By choosing a bank transfer as your preferred payment method, eDreams reserves the right to retain possible refunds until full payment is irrevocably received will charge You a service fee of TEN POUNDS (£10) and will immediately give You instructions on how to make the payment for your purchase effective. This charge is due to bank charges and other associated costs incurred by eDreams. By choosing a bank transfer as your preferred payment method, eDreams reserves the right to retain possible refunds until full payment is irrevocably received
3.3.1 In the event that a refund is due to You, the relevant refund amounts will be transferred back to the payment card used to make the original booking by the party that took the original payment (such as eDreams or a Travel Supplier such as the relevant airline which may appear on Your credit card or bank statement at the time the original booking was made). If you are unsure of the party that is due to refund you, you can review your Confirmation email or contact Customer Care. Where a refund is due to be processed by the relevant travel supplier, please note that it will be processed according to their policies and timelines which are outside of eDreams’ control. Please see paragraph 2.11 for the airline policies.
In some cases, the refunds from third party providers will be received by us and passed on to you. Be assured that after due receipt of the refund and of the relevant and valid information attached to it, we will transfer it back to you in 7 days.
3.3.2 In the event of having purchased a non-refundable, non-changeable flight ticket and not being able
to use the ticket, we would like to inform You that You may claim a refund for certain concepts charged
at the moment of purchase. We are fully compliant with financial protection requirements through the
registration and licensing arrangement we have made with the relevant authorities. Many of the Services
booked with us in the UK are financially protected by the ATOL and IATA schemes, which could provide you
with financial protection should we go out of business. However, protection does not apply to all the
Services we provide. Accordingly, we confirm which protection may apply to your booking in your booking
confirmation email.
3.4.1 You should check with the relevant embassy about passport and visa requirements well in advance of travel. It is your responsibility to be in possession of a valid passport and, if appropriate, a visa. Under no circumstances will eDreams be held responsible if You do not have the correct travel documents.
3.4.2 Every destination has its own requirements concerning entry formalities, vaccinations, etc. and these may also vary depending on the nationality of the passenger. We recommend that You obtain this information before planning your journey. eDreams cannot be held responsible under any circumstances for incidents deriving from customers being non-observant of these official requirements.
3.4.3 eDreams will not will not be liable if you or any person on your booking is denied boarding, deported or charged a fine due to non-compliance with the Travel Provider’s or other governmental rules and regulations. It is your responsibility to ensure that you meet the passport, visa and health requirements that you are travelling to (including all transit points) and eDreams provides the following general advice by way of guidance only: (i) Passport: We strongly recommend that you visit the UK Passport Agency’s website (if you do not hold a UK passport, please refer to the relevant government agency website); and the embassy website of all destination countries that you will visit (including countries travelled through for stop over purposes). Please remember that if the details on the ticket do not coincide with the ID document presented by the passenger, the airline reserves the right to refuse the passenger to board the aircraft. In such case, We accept no responsibility. (ii) Visa regulations: The relevant embassy of the country which you are visiting (including the embassies of countries which you will travel through for stop over purposes) can provide you with information about visa requirements. Visa regulations can change and you should therefore check with all relevant embassies well in advance of travel. (iii)Travel health: Each country has its own requirements regarding vaccinations, which can also vary depending on the person’s nationality. You should take health advice about your specific needs as early as possible prior to your departure. The Department of Health, your GP or a specialist travel clinic, as well as the Foreign & Commonwealth Office, can provide you with health advice about your destination. (iv)Travel while pregnant: Some airlines refuse to carry women who will be a certain number of weeks’ pregnant on the date of return travel. Likewise Eurostar and some airlines have specific rules about travel with infants and children. Please check with your GP, the relevant airline or Eurostar (as applicable) prior to travel if you are pregnant or are travelling with children. (v) Travel with children: Infants must be a minimum of 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. Some jurisdictions may also require birth certificates for all minors travelling. It is your responsibility to collect that information. (vi) Unaccompanied Minors: Depending on the airline, minors may travel unaccompanied as long as the airline provides this service. It is always advisable to check the terms and conditions before booking. Internet bookings for unaccompanied minors are not permitted; these may only be made through our Customer Service call centre. We kindly remind you that as a general rule, low cost airlines do not accept unaccompanied minors. (vii) Special Assistance: All requests for special assistance should be made directly to the Travel Supplier. It is your responsibility to confirm whether such special assistance requirements can be fulfilled. Some Travel Suppliers may make a charge for providing special assistance. We will not subsequently be liable to you for any losses you incur if Travel Suppliers are unable to fulfill your special assistance requirements.
3.5.1 All tickets sold on this Website are e-tickets. E-ticketing 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 details including your reference number, which serves as a receipt for your e-ticket. You will NOT receive a physical ticket to present at the airport. For the avoidance of doubt, all bookings, tickets and reservations will be confirmed by email and you will not receive physical confirmation documentation.
To manage your booking, on some occasions, we will set up a virtual email associated with the specific booking. In this case we will provide you with all the relevant data that could be needed to handle the specific booking.
3.5.2 In this regard, we would like to inform You that every airline has its own rules and procedures regarding eTicketing, and we would urge You to check these regulations before arriving at the airport. In any event, we recommend that You always carry a printed copy of your confirmation email containing your flight/s booking reference number/s, although not all airline request to see it. eDreams will not be held responsible for customers not complying with the procedures and rules set by each airline concerning eTicketing. Some airlines apply extra charges if You do not print and show your boarding pass at the airport. eDreams recommends to read all booking confirmation email specifications. You may need to check-in and reprint your boarding pass again if your flight or passenger details change. eDreams cannot be held responsible under any circumstances for incidents deriving from customers being non-observant of these airline’s policies requirements.
3.5.3 eDreams understands that the information provided by You is exact, and can therefore not be held responsible if your e-ticket does not arrive to your in-box due to an incorrect email, or goes into your spam folder. You must notify us immediately if You change your email or telephone number. You must also check that the name that appears on your passport coincides with that 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 or travel supplier 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.
3.5.5 It is your responsibility to check all details of your travel documents and to notify eDreams of any inaccuracies within 48 hours of receipt (or 24 hours if you are travelling within 48 hours). If errors for which you hold eDreams at fault are reported after this time, we cannot be held responsible for any costs associated with correcting these.
eDreams recommends You take out travel insurance for any trip, especially for circumstances in which the Travel Provider/s has no liability. If You decide to purchase travel insurance through the eDreams Website, your insurance contract will be formalised directly between You and the Insurance Company, in accordance with the terms and conditions of the insurance policy booked, which will be available to You before starting the booking process.
Vacaciones eDreams, S.L. t/a Opodo is an appointed representative of ITC Compliance Limited which is authorised and regulated by the Financial Conduct Authority (their registration number is 313486) and which is permitted to advise on and arrange general insurance contracts as an intermediary.
Occasionally certain Travel Providers will offer Users the chance to enter their data into a frequent passenger or hotel loyalty programme to which they are affiliated. Please observe that any frequent passenger or hotel loyalty programme is subject to the terms and the conditions of the Travel Provider in question with eDreams being unrelated in any way to these policies. Please contact the Travel Provider in charge of said frequent passenger or hotel loyalty programme if You are unsure of the applicable terms and conditions. Please be aware that our Travel Providers have their own rules and regulations concerning loyalty cards. If You are in any doubt, please contact them directly.
We provide below a description of all applicable service fees as described in these T&Cs and you hereby authorize us to deduct these costs from the corresponding refund or payment amounts as applicable.
| Service | Fees |
|---|---|
| Processing the modification or cancellation of a booking as described in Section 3.1.1 above | THIRTY POUNDS (£30) per person and journey cancelled and/or modified |
| Processing a booking where the payment card has been rejected for any reason as described in Sections 3.2.2 and 3.2.8 above | TEN POUNDS (£10) |
| Processing IATA refunds as described in Section 3.3.2 above | THIRTY FIVE EUROS (€35) per person |
4.1.1 Relating to flights, the terms and conditions established in Annex 1 will be applied, except otherwise stated in the Travel Provider’s terms and conditions.
4.2.1 Relating to Car Rental, the terms and conditions established in Annex 2 will be applied, except otherwise stated in the Travel Provider’s terms and conditions.
4.3.1 Relating to hotels and other accommodation, the terms and conditions established in Annex 3 will be applied, except otherwise stated in the Travel Provider’s terms and conditions
4.4.1 relating to joint flight + hotel, train + hotel or any other kind of dynamic packages services, the special conditions set out here shall apply.
5.1 Al the content of this 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 laws. 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 laws. All software used on the eDreams Website or belonging to its software Suppliers is protected by national and international industrial and intellectual laws.
5.2 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 this Website outside of this Website is strictly prohibited without the express consent of eDreams and/or its suppliers.
5.3 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
6.1 eDreams offers this Website as is and exercises reasonable skill in respect of its updating, maintenance and functioning. However, it makes no guarantees as regards technical faults, service infallibility, or that the system or portal will function at all times.
6.2 eDreams publishes on its Website information about the different 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 of the information is stored in cache from time to time, and will only be verified with real time information at the time of the booking confirmation.
6.3 eDreams limitation of liability shall be 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 contract between the Travel Provider(s) and the User relating to the purchase of a product or service offered on its Website.
6.4 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 resolve, 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.
7.1 This Website may contain links to other Websites that are not managed by eDreams, and which are included for reference purposes only. eDreams does not exercise any control over these Websites nor is it responsible for their content. You acknowledge that the use of such websites will be done at your own risk.
7.2 The inclusion of links to other Websites does not imply that eDreams promotes, endorses, guarantees or recommends these sites. These links are only used as informative references, without any valuation of the content, ownership, services or products offered therein.
If You are travelling into or out of the EU, or on an EU airline, 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. Please consult Regulation (EC) 261/2004 or contact our Customer Services Department.
Please contact our Customer Services Department if You have any query or complaint relating to your booking before your departure. If You have any complaint relating to a Travel Provider, please ensure that You formally start the complaint procedure before your return.
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) while 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 Provider(s) (eg airline staff) may cancel you booking, in which case our and our Travel Provider(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. If your behaviour or the behaviour of any members of your travelling party causes any aircraft to be diverted, eDreams and/or the carrier will hold you and those members jointly and individually liable for all costs incurred as a result of that diversion. This may also result in you being denied boarding on your return flight at the discretion of your airline as per their conditions of carriage. We cannot accept liability for the behaviour of others in your accommodation, or flight, or for any facilities/services withdrawn as a result of their action.
eDreams may modify or update these T&Cs at any given moment, without prior notice. The current version of these T&Cs will be shown on the Website when said changes come into force. Please consult the current T&Cs each time You make a booking on this Website. You may not transfer any of your rights or obligations under these T&Cs without Our prior written consent. We may transfer any of our rights or obligations under these T&Cs without your prior written consent, and in particular we may assign any of our rights or obligations to our subsidiaries in order to provide our services.
These T&Cs, as well as any relation between eDreams and the User, shall be governed by the laws of Spain. You hereby consent to the exclusive jurisdiction and venue of the Spanish courts in all disputes arising out of or relating to the use of this website and to the extent legally permitted both parties are subject to the jurisdiction of the Courts of the city of Barcelona 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. Notwithstanding the foregoing, if you are a consumer, You will additionally enjoy the protection afforded to you by the mandatory provisions of consumer laws of your country of residence (“Mandatory Provisions”) and may also bring proceedings in respect of enforcement of relevant applicable Mandatory Provisions in the courts of the country in which You are domiciled. The European Commission provides an online dispute resolution platform, which you can access here: http://ec.europa.eu/consumers/odr/.
If you would like to bring a legal matter to our attention, please email us at customerservice-en@contact.edreams.com. Service of notices or legal claims will only be deemed valid if made via the channels and to the addresses provided in this Section 8.
In the EU, you are entitled to the rights defined in the EU Regulation 261/2004. According to this rule, the airline is solely responsible for granting your passenger rights and assisting you directly even if you booked your flight through a travel agent. Please note that the contract of carriage will be between You and
the Travel Provider (airline) and it will be subject to their
terms and conditions.
eDreams only acts as
intermediate in the purchase of the air ticket. In relation to air
fares, there can be additional terms which are specific for each
fare. For example, tickets are normally non-changeable and
non-refundable. In addition, most airlines reserve the right to make
schedule changes and cancel confirmed bookings. While eDreams, as
intermediate party, is not responsible for such schedule changes or
cancellations, it will provide all reasonable assistance required
through our Customer Service Department.
Fare Rules: For itineraries consisting of different routes and more than one base fare, more than one set of fare rules may apply. In this instance, the most restrictive fare rules will be applied. Please ensure you read all fare terms and conditions relating to your booking. There can be additional terms which are specific for each fare. For example, tickets are normally non-changeable and non-refundable and most airlines reserve the right to make schedule changes and cancel confirmed bookings. We are not responsible for such actions and We will provide all reasonable assistance. You may modify your booking via the Manage Booking area or you can reach our Customer Service team here. Please see paragraph 3 above for information on refunds.
No show: If you have purchased a return ticket, a ‘no show’ for the outward journey may result in your return ticket being cancelled by the airline. Changes and cancellations cannot be made by email but via the Manage Booking area. If your departure is less than 72 hours away you should contact our Customer Service team by phone.
Combination Flights: 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, it is possible to keep the other without incurring any additional charges. 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 you cancel one of the flights, the other airline is not obliged to refund the other part of the journey and offer you a change of itinerary. You may incur costs of any change with the other flight if it is necessary. 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.
Additional Services: Airlines may charge for additional services such as checked baggage, airport check-in, preferred seating, flight entertainment (if available), food, drink and snacks etc. Any charges for these additional services are not included in the price of your air ticket unless explicitly provided otherwise and must be paid to the airline directly. We are not responsible for any additional costs incurred and advise you to contact the relevant airline to add any additional services and verify charges.
Baggage Allowance: Please check your baggage allowance by visiting the airline’s website. Please note if your flight includes more than one route, 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 has the lower luggage limit.
Check-in: Always ensure you check the minimum check-in time for your flight. The recommended minimum check-in time for international flights is 120 minutes prior to departure and for domestic flights, 90 minutes before departure. Nevertheless, it is possible that some airports and/or airlines may require a longer time. If you have purchased a return ticket, the airline requires you to confirm your return flight booking at least 72 hours before travel. If you do not reconfirm your return journey directly with the airline, it could be cancelled. It is highly recommendable (especially if You are travelling first class), that you check in with enough time if you have special requests regarding your seat. We have no control over the assignment of seats, even if they are reserved previously with the airline, and it cannot be guaranteed that specific seats are available on departure.
Transfers: We are not responsible for any cost incurred for transfers between airports or terminals.
Stop Overs: It may be possible that flights with special fares or better prices do not necessarily take the most direct route. Some itineraries require a change of plane en route. A flight described as direct is when there is no need to change planes during the trip. Nevertheless there could be stops en route to refuel or drop off/collect passengers. The details of stopovers will be provided during the booking process and will be clearly identified both on the Website and on your itinerary, which We will send you when you make your booking.
Time: Flight timings are provided by airlines and are subject to Air Traffic Control restrictions. All means of transportation are subject to weather conditions and the need for constant maintenance and the ability of passengers to check in on time. There is no guarantee that transport will depart at the times stated on any itinerary or tickets which you receive. All timings are estimates only, and We do not have any liability to you for any delay which may arise or for any schedule alterations. If you are notified of any change to your travel arrangements directly by the Travel Provider(s), it is your responsibility to act upon this information and update Us if the change will impact any other part of your travel arrangements.
In the event low-cost airlines are selected 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, 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 corresponding low–cost airline’s website.
Please note that low-cost airlines may depart from smaller, regional and/or secondary airports. The airport is always displayed before the purchase in flight details section
Minors between the ages of 5 and under 12 may not travel alone. Nevertheless certain airlines provide a special assistance and accompanying service for passengers between the ages of 12 and 17.
This service must be requested before confirming the booking. Sometimes this service is subject to an additional charge; therefore we advise that You check with the airline before confirming the booking. Likewise, take into account the fact that under 18s may not be responsible for another minor.
Children travelling as unaccompanied minors must carry, in the same manner as any other passenger, their valid documentation (Passport or National ID Document) on all journeys and must fill in the form that will be given to them at the airline check-in desks. Parents and teachers must present the necessary identity documents (National ID Document or passport). Some jurisdictions require all minors travelling to provide a valid birth certificate. It is your responsibility to find this information.
Depending on the airline, minors may travel unaccompanied as long as the airline provides this service. There are also many companies that may have regulations with different age limits and fares, or else it may be prohibited for minors to travel unaccompanied. It is always advisable to check the terms and conditions before booking.
Internet bookings for unaccompanied minors are not permitted; these may only be made through our Customer Service call centre. We kindly remind You that as a general rule, low cost airlines do not accept unaccompanied minors.
Changes of passengers’ names and/or surnames are not generally permitted. In most cases it will be necessary to cancel the booking and make a new one with the correct passenger information.
Remember if the details on the ticket do not coincide with the ID document presented by the passenger, the airline reserves the right to refuse the passenger to board the aircraft. In this case, eDreams accepts no responsibility
If your flight is operated by a Low Cost airline, You must consult the particular terms and conditions of the airline and present your cancellation request directly to the company, as eDreams cannot administer Low Cost airline tickets.
The vehicle rentals through our Website are made directly
between You and the corresponding Travel Provider, and is
subject to their terms and conditions.
All drivers must be in possession of a valid driving
licence at the moment of collecting the vehicle. The driving licence
must be at least 12 months old. Customers must also present a credit
card as a guarantee for any damage caused to the vehicle during the
rental period. It is your responsibility to ensure that there are
sufficient funds available on your credit card to comply with your
Travel Provider’s terms and conditions. Any non-compliance with any
of these requirements will invalidate the vehicle hire agreement and
eDreams will not be held responsible for the subsequent loss of
costs this could incur. Customers renting a vehicle for collection
outside of the European Union (EU) must be resident in the EU and
must present a full and valid driving licence issued in the EU/EEE
or Spain.
The booking of accommodation in hotels and other establishments through our Website is made directly with the corresponding Travel Provider and is subject to their terms and conditions:
We offer classifications with stars as a general guide. Please note that this is not necessarily the official local classification and the regulations can vary between hotels and accommodation establishment of the same class in different countries, and even within the same country. Different countries have different regulations: a 3-star hotel in one country is not necessarily the same as a 3-star hotel in another.
Check-in/check-out time: generally guests must register at a hotel or other establishment around 15:00 and check-out by 11:00 local time. Nevertheless, local variations may apply. In the event of requiring more precise times, please contact our Customer Service department.
Photos: we strive to guarantee that photos/images of establishments and descriptions of facilities and services that appear on eDreams are an accurate, up-to-date representation, but we cannot guarantee that this is always the case due to the fact that this information is supplied to us by our Travel Providers.
Location: we strive to offer You the most exact information on a hotel’s map location, but we cannot guarantee that this is always the case given that this information is provided by Google Maps
The photos of room types do not necessarily represent the exact bed configuration of the room booked. For example, a triple room in North America may consist of a double bed and a single bed or a double room in Austria may consist of two single beds. In addition, there may be an extra charge for supplementary beds or cots. If necessary, please contact the hotel directly to confirm the exact configuration of the bed before purchase.
Breakfast is not included unless otherwise stated. Some hotels may charge additional local taxes
Please note that the contract of carriage will be made between you and the railway supplier and will be subject to the general terms and conditions of the railway supplier. We only acts as an intermediary in the purchase of your train ticket. Make sure you have the necessary documentation for your journey, you can check on the website of the railway supplier what information is required in each case. Remember to print your tickets before you go to the station and always make sure you have some extra time before the train leaves. For more information, don't forget to check the train supplier's website and its terms and conditions.