Ryanair's no e-mail policy in breach of EU rules

Ryanair must allow customer complaints via e-mail under EU law

By failing to offer its customers an online complaints service, budget airline Ryanair is in breach of European Union rules, according to the European Commission.

Under the European E-commerce Directive, any company selling goods online must offer customers the opportunity to complain via e-mail. Ryanair currently has no e-mail contact listed on its website, instead requiring disgruntled customers to contact them by fax, letter or premium rate telephone number for urgent inquiries.

In a letter to a Member of the European Parliament, the Commission said that this failure to provide an e-mail address breached Article 5 of the directive and it falls to Ireland's consumer rights authority, the National Consumer Agency, to investigate and ensure that the rules are enforced.

Ryanair claims that passengers accept that all complaints must be made in writing when they click on the terms and conditions to make a booking. The airline added that almost all complaints are handled within seven days and that they receive fewer complaints than most airlines. Skeptics argue that this is precisely because Ryanair makes complaining more difficult by not providing an e-mail address.

Any Commission decision to aggressively enforce the directive is likely to have a positive outcome for online consumers as national authorities make sure that companies comply with the rules.

Follow Jennifer on Twitter at @BrusselsGeek or email tips and comments to jennifer_baker@idg.com.

Join the Good Gear Guide newsletter!

Error: Please check your email address.

Tags legalRyanairinternetgovernment

Struggling for Christmas presents this year? Check out our Christmas Gift Guide for some top tech suggestions and more.

Keep up with the latest tech news, reviews and previews by subscribing to the Good Gear Guide newsletter.

Jennifer Baker

IDG News Service

Most Popular Reviews

Follow Us

Best Deals on GoodGearGuide

Shopping.com

Latest News Articles

Resources

GGG Evaluation Team

Kathy Cassidy

STYLISTIC Q702

First impression on unpacking the Q702 test unit was the solid feel and clean, minimalist styling.

Anthony Grifoni

STYLISTIC Q572

For work use, Microsoft Word and Excel programs pre-installed on the device are adequate for preparing short documents.

Steph Mundell

LIFEBOOK UH574

The Fujitsu LifeBook UH574 allowed for great mobility without being obnoxiously heavy or clunky. Its twelve hours of battery life did not disappoint.

Andrew Mitsi

STYLISTIC Q702

The screen was particularly good. It is bright and visible from most angles, however heat is an issue, particularly around the Windows button on the front, and on the back where the battery housing is located.

Simon Harriott

STYLISTIC Q702

My first impression after unboxing the Q702 is that it is a nice looking unit. Styling is somewhat minimalist but very effective. The tablet part, once detached, has a nice weight, and no buttons or switches are located in awkward or intrusive positions.

Latest Jobs

Shopping.com

Don’t have an account? Sign up here

Don't have an account? Sign up now

Forgot password?