I had one of the most frustrating and disappointing customer service experiences I’ve ever encountered with eDreams. I was unexpectedly charged for an eDreams Prime membership—a service I have never used, never intended to use, and don’t even have the app installed to access. The charge appeared without any clear warning, and when I contacted customer service the same day to cancel, I was met with resistance instead of help.
What followed was an exhausting hour-long call where I was repeatedly transferred, questioned, and made to feel as though I had done something wrong for simply asking not to be charged for a subscription I never knowingly signed up for. The representative ultimately offered only a partial refund, despite the fact that I had not used the service at all. When I asked for a full refund, I was told a manager would need to “review a call from a year ago” to determine whether an agent had mentioned the recurring yearly fee—an explanation that felt dismissive and unreasonable. I have never experienced a company imply that my memory or understanding needed to be investigated before they could decide whether to return my money.
The entire process left me feeling taken advantage of, ridiculed, and trapped in a subscription I never wanted. It’s deeply concerning that the “Prime” subscription can be added so easily—often automatically—and yet canceling or resolving issues is made incredibly difficult. There are also ongoing concerns about pricing transparency, subscription clarity, and refund processing, and my experience unfortunately aligns with those patterns.
I strongly urge anyone considering using eDreams to be extremely cautious. Double‑check every booking screen, every checkbox, and every confirmation page. The emotional toll, the wasted time, and the lack of accountability I encountered were unacceptable. No customer should have to fight this hard to reverse a charge for a service they never used and never intended to purchase.
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