Consumers may have been charged for subscriptions they did not knowingly choose, denied advertised free trials, or directed towards the more expensive Prime Plus option by default. Others faced hidden cancellation options and interfaces designed to discourage them from ending their memberships, resulting in unexpected costs and difficulty exercising their rights.
In March 2026, Euroconsumers issued a formal notice to eDreams following a €9 million fine imposed by Italy’s Competition and Market Authority (AGCM) for unfair and aggressive commercial practices linked to its eDreams Prime subscription service. The authority found that eDreams used manipulative digital interfaces to encourage subscriptions, misrepresented prices and savings, and created barriers to cancellation. Yet consumer complaints continue across Europe.
Evidence of ongoing harm across Europe
Complaints collected by Euroconsumers’ member organisations highlight the scale of the problem:
– Italy: Altroconsumo recorded 1,087 complaints between January 2023 and February 2026, with 76.6% relating to practices sanctioned by the AGCM.
– Spain: OCU recorded approximately 1,300 complaints between January 2025 and February 2026, including around 750 cases involving unauthorised Prime charges.
– Portugal: DECO PROteste received 291 complaints in 2025, with further concerns about automatic renewals and misleading advertising in 2026.
– Belgium: Testachats/Testaankoop received 211 complaints, 150 of which concerned practices sanctioned by the AGCM.
Fines imposed, but compensation remains necessary
The €9 million fine comprised €6 million for deceptive and aggressive subscription enrolment and €3 million for barriers to cancellation. However, regulatory fines do not automatically compensate affected consumers. Euroconsumers is demanding full restitution for those charged without informed consent, denied advertised free trials, enrolled in Prime Plus by default, or prevented from cancelling.
Our call
Euroconsumers is calling on eDreams to stop these practices, reimburse affected consumers and ensure transparency around subscription costs, renewals and cancellation procedures.
The formal notice gives eDreams 30 days to provide a satisfactory response and a comprehensive remediation plan. Otherwise, Euroconsumers warns it may pursue further legal proceedings, including cross-border collective actions.
Consumers should not have to pay for subscriptions they did not knowingly choose or struggle to cancel memberships they no longer want. Euroconsumers will continue to demand accountability, fair treatment and compensation for affected consumers.
Letters, complaints and collective actions, with the documents that back them.
