eDreams ends its nightmare

Online travel agency eDreams has paid $59,400 in penalties after the ACCC issued it with three infringement notices.

It had allegedly made misleading pricing claims about its subscription-based memberships and failing to prominently display the total cost of an annual subscription.

The ACCC has accepted a court-enforceable undertaking from Vacaciones eDreams, S.L, trading as eDreams, in which it admits its conduct contravened or likely contravened the Australian Consumer Law (ACL).

As part of the undertaking, eDreams has committed to providing refunds or credits to eligible consumers.

+ eDreams admitted that from at least November 2021 to July 2025, it told consumers at the check-out that the price of its Prime Subscription Service membership would cost “$0.00” and/or was “free” for a 15-day trial period, without adequately stating that the free trial was only available to first-time subscribers.

+ By doing so, eDreams represented that the Prime Subscription Service was free during the trial period. However, from May 2024, eDreams conducted eligibility checks after the checkout process and immediately charged consumers identified as ineligible.

+ eDreams also admitted that, from about January 29, 2025, to July 2025, it published monthly prices for its annual subscription service on its website without also prominently displaying the lowest total cost over 12 months, which was the minimum period consumers had to sign up for.

Under the ACL, businesses must not advertise a price for part of a subscription (e.g. a monthly price for an annual subscription) without also prominently displaying, as a single amount, the total minimum cost payable for the duration of the subscription.

“The law requires businesses to be up-front about the total price consumers have to pay for goods or services. Businesses must be clear about the minimum total amount consumers must pay for a subscription,” ACC commissioner Luke Woodward says.

In the undertaking given to the ACCC, current eligible subscribers will be provided with a refund or receive a credit to be applied to their existing account. eDreams will email consumers who no longer have a subscription, directing them to a secure form on its website to provide their details for a refund. Consumers may also contact eDreams via its website.

What eDreams says

An eDreams spokesperson says: “Following a constructive dialogue with the ACCC, we have implemented targeted enhancements on how we communicate specific aspects of our Prime program, ensuring the highest level of clarity for our members.

“As pioneers of the world’s first travel subscription, continuous learning and improvement is core to our approach.

“The undertaking agreed with the ACCC formalises this commitment, addresses learnings from newly launched features, and ensures our communication is as clear as our service is innovative.

“We appreciate the ACCC’s feedback and will continue to enhance our travel subscription program for the benefit of the more than 8 million members who enjoy Prime.”