My eDreams Prime Saga: A Cautionary Tale of "Free Trials" and Customer Service Labyrinths

I recently had an experience with the online travel agency eDreams that I feel compelled to share. It’s a story about seemingly good deals, the allure of "prime" subscriptions, and a customer service journey that felt more like an obstacle course designed to keep you subscribed.

It all started on May 5th. I created an account on eDreams, lured by promises of cheap flight tickets. The offers looked tempting.

Fast forward to May 6th. I decided to book my flights from Dhaka to Colombo, Sri Lanka. Interestingly, the initial price I saw seemed to inflate slightly at the booking stage. However, a shiny banner advertised a much cheaper price if I opted into their "Prime" subscription. There was an option for a 2-week free trial, and thinking I could easily cancel it later through the app if I didn't find it valuable, I opted in. With the Prime trial activated, the flight price was indeed better, so I went ahead and booked. Later that same day, still riding the wave of my "Prime" benefits, I booked another flight from Colombo to Kuala Lumpur, Malaysia, again securing what seemed like a good deal.

My initial satisfaction soon began to wane. When I started looking for hotels, the "Prime" deals were anything but, prices were consistently higher than what I could find elsewhere. Then, I searched for a flight from Kuala Lumpur back to Dhaka. To my surprise, eDreams was more expensive, even with my Prime trial. I found a significantly better deal on Skyscanner and booked that flight on May 8th. This was the first major red flag, the Prime benefits weren't consistently delivering.

The real adventure began on May 12th, when I decided it was time to cancel the Prime trial before I was charged. I logged into the website, but couldn't find a straightforward cancellation option in my profile. Their support FAQ suggested I could cancel via the mobile app or through the profile section on the web. However, the profile section on the web merely provided a contact number to call. No simple "click here to cancel" button in sight.

I then tried their live chat. My initial interactions were with an AI bot. I repeatedly requested to be connected to a human agent to cancel my Prime subscription, but the bot seemed determined to deflect and avoid connecting me. It was an incredibly frustrating loop.

Reluctantly, I called the provided number. After about a 3-minute wait, a female agent picked up. This call, in total, lasted a staggering 55 minutes. Instead of a quick cancellation process, the agent began what I can only describe as a sales pitch, peppered with an uncomfortable amount of what felt like flirting. She extolled the virtues of Prime, trying to convince me not to cancel.

I politely but firmly stated my intention to cancel. She then offered free flight cancellation add-ons as an incentive to stay. I declined again. After putting me on hold for a few minutes, she returned with another offer, a discounted Prime membership at $3.99 USD per month for a year, down from the standard $7.99 USD per month. Throughout this, the flirtatious tone continued. Exhausted and frankly worn down by the lengthy call and persistent upselling, I reluctantly agreed to the $3.99 per month plan just to end the conversation.

Immediately after the call, I received an email asking me to rate the agent. I gave her a 1-star rating. My gut told me I needed to persist with the cancellation. I had managed to trick the chatbot earlier by asking different questions and had found an email address: serviceclientprime-uk@contact.edreams.com. I immediately sent an email to this address, clearly stating my desire to cancel the Prime subscription I had just been pressured into keeping.

Finally, on May 13th, I received a confirmation that my Prime subscription had been cancelled.

This entire ordeal was a stark reminder of how some companies make it incredibly easy to sign up for trials and subscriptions, but create a labyrinth of obstacles when you try to opt out. The lack of a simple online cancellation option, the unhelpful AI chatbot, and the lengthy, manipulative customer service call felt designed to wear customers down. While I eventually got the cancellation I wanted, it came at the cost of considerable time and frustration.

If you're considering eDreams and their Prime subscription, especially the "free trial," be aware of the potential difficulties you might face when trying to cancel. My advice? Proceed with caution and be prepared for a battle if you decide it's not for you.