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Ryanair rapped over complaints

The European Commission has said Ryanair broke EU rules by making it too expensive and difficult to make complaints.

The budget airline forces customers to make all bookings on its website — but doesn’t allow them to use email to complain or secure a refund.

Instead, the firm forces customers to use a premium rate phone line, post a letter or fax.

Now the European Commissioner responsible for the internal market and services, Michel Barnier, has stated that Ryanair’s communication policy is “incompatible” with Article 5 of the EU e-commerce directive which requires firms to have an email address.

He said: “The e-commerce directive obliges member states to ensure that information society service providers render the details of the service provider, including their electronic mail address, easily, directly and permanently accessible to the recipient of the service and the competent authorities.”

Stephen McNamara, Ryanair head of communications said: “There is no email address for customers to contact us on. Instead they can put it in writing or contact our reservation helpline.

“It won’t keep me awake at night because our process has worked for the past 15 to 20 years.”

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