eDreams
eDreams ODIGEO is one of the world's largest online travel agencies, known both for its flight and hotel comparison engine and for its eDreams Prime subscription program, with more than 7.8 million members according to the company itself.
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The flight search engine and app work well and have a good aggregate Trustpilot reputation, but the Prime subscription consistently draws the most serious complaints about billing transparency and cancellation difficulty.
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eDreams ODIGEO presents itself as the world’s leading travel subscription platform through eDreams Prime, with more than 7.8 million members according to the company’s own figures. This audit separates two layers worth analyzing individually: the flight and hotel comparison engine as a digital product, and the Prime subscription as a specific source of controversy.
The search engine: fast, with a strong aggregate reputation
As a comparison tool, eDreams performs well: a flight and hotel search engine with filters by price, schedule and layovers, aggregating results from multiple airlines on a single screen. The app, with more than 2 million reviews and 18 million users according to the company itself, is one of the most used in the online travel sector, and the aggregate TrustScore of 4.2 out of 5 across more than 420,000 Trustpilot reviews is notably stronger than that of other large brands in this same audit series, such as AliExpress (1.9/5) or El Corte Inglés (1.2/5).
The matter that demands the most attention: eDreams Prime
This is where we recommend reading carefully before booking. There are consistent complaints — both in user reviews and in consumer-focused press coverage — about the eDreams Prime subscription being activated or charged without the user being fully aware they’d signed up for it during a one-off flight booking, and about subsequent difficulty canceling it. It’s not a problem exclusive to eDreams — selling add-on subscriptions during online travel-agency checkout is a widespread industry practice — but it is, based on the volume of documented complaints, the most delicate part of the entire experience.
How to avoid the problem in practice
The practical recommendation is simple as long as the checkout design doesn’t change: review every step of the booking before confirming payment, paying special attention to any pre-checked box related to Prime or additional services, and check the exact charge on your card statement immediately after the purchase, not days later.
Customer support
Users consistently praise the friendliness and professionalism of customer-service staff in direct interactions, but that same support draws criticism when the issue is a refund or a billing dispute related to Prime, where resolution isn’t always satisfactory according to the reviews analyzed.
2026 development: the Prime controversy moves from anecdotal to regulatory
This is by far the most significant finding from expanding this audit. In March 2026, Spain’s Organización de Consumidores y Usuarios (OCU) and the European Euroconsumers network sent eDreams a formal demand requiring the immediate cessation of “deceptive practices” tied to the Prime subscription, with a 30-day deadline from March 3, 2026 to submit a comprehensive remediation and compensation plan. According to OCU itself, the body has tallied around 1,300 complaints from eDreams users in Spain between January 2025 and February 2026, mostly over unauthorized charges and free trials that end up converting into paid subscriptions without sufficiently clear notice. OCU further cites as precedent that this same type of practice was already sanctioned in Italy with a €9 million fine from the Italian competition regulator (AGCM), and warns that if eDreams doesn’t respond, the matter could escalate to cross-border collective actions and complaints before European consumer-protection authorities.
Why this finding shifts the weight of the caveat, not the overall conclusion
It’s worth being precise about what this fact confirms and what it doesn’t. It doesn’t turn eDreams’s flight and hotel search engine into a bad product — that part still works well, as reflected in the aggregate 4.2/5 TrustScore — but it does move the Prime controversy from “a pattern we see in user reviews” to “a pattern an independent consumer body has investigated, quantified (1,300 cases) and formalized with a demand for cessation and compensation.” In that sense, it’s an external confirmation of something this audit already flagged as the product’s most delicate point before OCU’s action became known. As of this review, there’s no public record that eDreams has yet submitted the demanded compensation plan, so we’ll keep watching whether the company changes the Prime checkout design as a direct result of this demand.
Affiliate disclosure
Product Auditors participates in eDreams’s affiliate program through the Awin network. If you book through the links on this page, we may earn a commission at no extra cost to you. This commercial relationship does not influence the editorial assessment: the eDreams Prime controversy is documented with the same honesty as the rest of this audit’s positive data.
Methodology for this audit
This analysis is based on eDreams’s official website’s public documentation, on verified reviews published on Trustpilot, and on public information about its app on the App Store, checked in September 2026. It does not replace a first-hand booking. You can read more in our editorial methodology.
- Comparing flight prices across several airlines from a single search engine
- Travelers who carefully review every checkout step before confirming payment
- Anyone who'd rather avoid entirely the risk of unintentionally activating a recurring paid subscription during the purchase process
- Bookings where a complex cancellation or change process could be a serious problem
Flight and hotel comparison engine with filters by price, schedule, layovers and airline, aggregating results from multiple companies.
Itinerary details, baggage conditions and change policy before confirming the booking.
Booking and payment process with the option to add extra services (insurance, baggage, Prime) in the same flow.
Limitation: The point most flagged in complaints: the Prime subscription can end up activated or pre-checked if each step isn't reviewed carefully.
App with more than 2 million reviews and millions of downloads, allowing users to manage bookings and receive flight alerts.
eDreams Prime subscription program offering discounts on flights and hotels for a recurring fee.
Limitation: It's also the source of most documented billing complaints.
Support by phone, chat and email, rated positively for manner but criticized on refund resolution.
Booking change and cancellation management via the website, app or customer service, with terms depending on the specific airline or hotel.
Push notifications from the app about price changes, flight status and check-in reminders.
There's a dedicated public complaint channel for eDreams at Spain's Organización de Consumidores y Usuarios (OCU), with enough case volume to have prompted formal action by the body in 2026.
Limitation: Most complaints registered through that channel relate specifically to the Prime subscription, not to the flight search and booking service itself.
The flight and hotel search engine is free; the eDreams Prime subscription has a recurring cost that grants access to discounts, and it's worth checking carefully whether it's been added during the checkout of a one-off booking.
Price checked on September 12, 2026. Prices can change: check the current price with the provider.
- TrustScore of 4.2 out of 5 on Trustpilot with more than 420,000 reviews, a solid figure for the volume the company handles
- Fast flight and hotel search engine, comparing prices across multiple airlines in a single result set
- App with more than 2 million reviews and 18 million users according to the company's own figures
- Customer service rated positively for courtesy and professionalism in a large share of reviews
- Consistent complaints about the Prime subscription being activated or charged without the user being fully aware during checkout
- Difficulty canceling the Prime subscription, described in several reviews and in press coverage of sector practices
- Perceived lack of transparency in the final fare breakdown before payment, according to several reviews
- OCU and Euroconsumers formally demanded in March 2026 that eDreams cease "deceptive practices" in Prime, after tallying nearly 1,300 complaints from Spanish users between January 2025 and February 2026
- Customer service, while praised for its manner, also draws criticism for a lack of satisfactory solutions in refund cases
See our editorial methodology.
- Web shopping/booking experience7.8 / 10
- Mobile app7.5 / 10
- Customer support6 / 10
- Trust and online reputation6 / 10
- Price/value5.5 / 10