Ryanair Ordered to Reimburse Customers Over Misleading Online Check-In Fees
Irish low-cost airline Ryanair has been ordered to reimburse approximately 100,000 customers €55 each after an Italian regulatory body found the airline’s online check-in policies misleading. The ruling, issued by Italy's Competition and Market Authority (AGCM), applies to charges imposed on passengers between 2021 and 2023 for failing to complete online check-in within the specified timeframe.
Misleading Information
The AGCM determined that Ryanair failed to adequately inform customers about:
- The time window during which online check-in was available.
- The additional costs incurred if passengers did not check in online.
Customers who missed the online check-in deadline were charged €55 at the airport, a fee that the authority deemed unfair due to insufficient transparency in the airline’s communication.
Refund Details
Ryanair is now required to reimburse the affected passengers, amounting to a total of around €5.5 million. Each eligible customer will receive €55 to cover the extra costs they incurred.
Regulatory Response
In its statement, the AGCM emphasized the importance of clear and transparent communication for consumer rights:
"Companies must ensure that all terms and conditions, especially those impacting cost, are clearly presented to customers. Misleading practices undermine consumer trust and violate fair trading laws."
Ryanair’s Reaction
Ryanair has not yet commented publicly on the ruling or whether it plans to appeal the decision. However, the airline has faced criticism and regulatory scrutiny in the past for its strict policies and additional fees, including those related to baggage, seat selection, and flight changes.
Impact on Customers
Affected passengers welcomed the decision, with consumer rights groups praising the AGCM’s efforts to hold Ryanair accountable.
One customer stated:
"It’s good to see authorities stepping in to protect consumers. The online check-in process was confusing, and the airport fees were a nasty surprise."
Broader Implications
The ruling highlights the growing regulatory focus on transparency in airline practices across Europe. Consumer advocates hope the decision will set a precedent for other carriers to prioritize clarity in their policies and avoid excessive charges.
Ryanair customers affected by the ruling are encouraged to contact the airline or the AGCM for further information on how to claim their reimbursement.