eDreams ODIGEO Achieves Unprecedented Customer Satisfaction with Subscription-Based Business Model
eDreams ODIGEO, the global leader in travel subscriptions and one of the largest e-commerce entities in Europe, today announced that it has reached new heights in customer advocacy and satisfaction since its transition to a subscription-focused business model. This notable achievement is well-supported by a multitude of data points, including customer-related KPI 1, highlighted in the company’s Non-financial Statement that has been independently verified by external auditors, providing a robust and accurate portrayal of its customer base.

eDreams ODIGEO, the global leader in travel subscriptions and one of the largest e-commerce entities in Europe, today announced that it has reached new heights in customer advocacy and satisfaction since its transition to a subscription-focused business model. This notable achievement is well-supported by a multitude of data points, including customer-related KPI 1, highlighted in the company’s Non-financial Statement that has been independently verified by external auditors, providing a robust and accurate portrayal of its customer base.
This milestone marks the culmination of the company’s 3.5-year strategic roadmap, launched in 2021, aimed at expanding Prime—its flagship subscription service that offers convenience, flexibility, cost-effectiveness, and AI-customized travel plans. With the strategy set to conclude in March 2025, the results underscore the increasing significance of subscription models in retail and reflect strong consumer demand and satisfaction.
In the fiscal year 2024 alone, a vast array of 1.5 million post-service customer surveys revealed that 90% of clients reported high levels of satisfaction with the services provided. Although eDreams ODIGEO strives for 100% customer satisfaction, the improvements implemented have already yielded remarkable outcomes. This critical customer-related KPI 1 is part of the company’s Non-financial Statement that is independently verified by external auditors.
Prime members, in particular, demonstrate a highly engaged and content community, evidencing the intrinsic value of the travel subscription model. Since 2021, the Net Promoter Score (NPS) among Prime members has surged by 52%, and the booking repeat rate has increased by 41%, with Prime members booking trips 3.8 times more frequently than non-subscribers. This engagement highlights that Prime members truly appreciate and utilize the benefits offered by the subscription model.
Moreover, publicly available data on external platforms further validates the enhanced customer advocacy and satisfaction levels achieved by eDreams ODIGEO. The company’s brands—eDreams, Opodo, and GO Voyages—have each earned a 4.4 out of 5-star rating and an ‘Excellent’ designation on Trustpilot, significantly outperforming competitors in the online travel sector. This leap represents a 26% increase since the initiation of the strategic roadmap, placing eDreams ODIGEO brands well ahead of other online travel agents, which average a rating of 2.0, and airlines, which average 1.5.
Investments in AI-driven customer service solutions have substantially enhanced the efficiency and quality of customer service. AI-powered and automated systems now handle 95% of all customer inquiries, leading to significant operational efficiencies and a 75% reduction in contact rates since 2021. For Prime members, the response time has improved by 78% since 2019, with average response times now at just 60 seconds. These advancements have facilitated quicker resolution of cases and greater availability, contributing to higher levels of customer satisfaction.
Gerrit Goedkoop, Chief Operating Officer at eDreams ODIGEO, commented, "Our commitment to leveraging cutting-edge AI technologies has significantly improved the overall customer experience. These technological advancements allow us to anticipate our customers' needs and respond with unmatched speed and accuracy, ensuring that travelers receive the finest possible service. The increased customer satisfaction levels following our pivot to a subscription model further demonstrate the appeal of this approach, which focuses on personalized service and offerings tailored by the latest AI technologies, creating a premium and unique experience. We are proud of the positive outcomes from our strategic investments and remain committed to further enhancing our services as we continue to expand our subscription platform, the first of its kind in the industry."