eDreams Charged My Card $8 After I Canceled My Prime Membership

I am writing this complaint to publicly share multiple severe issues I experienced with eDreams and to demand a resolution.

1. Lack of Transparency During Flight Searches:
When searching for flights on the site, baggage allowance rules, conditions, and other critical service details are not presented in a clear, understandable, or easily accessible format. Failing to provide this vital information before a consumer makes a purchasing decision is both misleading and an unacceptable commercial practice.

2. Inability to Complete Online Check-In and Airport Inconvenience:
I purchased a flight ticket through eDreams for the Istanbul–Jakarta route, departing on July 14, 2026, and returning on July 19, 2026. The ticket I bought turned out to be an interline flight, but this information was never clearly disclosed to me beforehand. As a result, completing online check-in was completely impossible. No warnings or information regarding seat selection or the check-in process were provided when purchasing the ticket, which stems directly from eDreams providing incomplete and misleading information. Reaching customer service was extremely difficult—I waited for hours, and when I finally got through, they repeatedly said, "We apologize for the inconvenience," while making changes at that hour was already impossible.

On the day of the flight, I had to go to the airport extremely early. On the leg leaving Turkey, compassionate Turkish Airlines staff helped me out and secured me a decent seat. However, on the return flight, despite arriving at the airport very early again, the unhelpful Indonesian airline staff refused to assist me at all. As a result, I was forced to sit in an extremely uncomfortable, cramped, and unsuitable seat for roughly 13 hours. Being above average height, this caused me severe physical discomfort.

3. Prime Membership – Unauthorized Charges Without Notification:
To buy a ticket on the site, registration was required. Because it was a long and expensive flight, I was forced to buy a Prime Pro membership; otherwise, they were pricing the ticket well above the listed rate. Consequently, starting in May 2026, a recurring Prime membership fee of $7 was charged to my card every month. Upon my return, I canceled my membership immediately. While I assumed the membership was already terminated, today an unauthorized Prime fee of $8 was charged to my card without my consent. No email, SMS, or prior notification was sent. Under consumer protection laws, this practice constitutes an unauthorized charge processed without explicit consent.

4. Deliberately Obstructed Cancellation and Account Deletion:
When I tried to cancel my membership and permanently close my account, I could not find a functional option on the website to do so. Even though I can log into my account, no clear pathway for subscription cancellation or account deletion is provided. This is a textbook example of a "dark pattern" designed to intentionally hinder consumers from exiting the service. I am effectively being held hostage on a site that operates on dark practices.

5. Blocked Access to Customer Support:
Access to customer service is restricted exclusively to an AI-driven online system. The so-called "AI" cannot even understand a simple sentence consisting of a few words and constantly prompts me to simplify my query. When I finally bypassed the AI to chat with a human agent, they did nothing more than apologize and state that they would escalate the issue to higher-ups. Furthermore, both the AI and the human representative instructed me to call an international phone number abroad:

EDreams Prime Support Phone: +44 (0)20***913 (English, 24/7)

Email: [email protected]

Considering the extra cost and difficulty of making international calls, this referral effectively makes reaching customer service impossible. It is unacceptable for a website offering localized services to fail to provide a free, accessible support channel for consumers.

For all these reasons, I demand the immediate cancellation of my eDreams Prime membership and account, as well as a full refund of the $8 charged without my consent after I terminated my membership.