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 newsletter!

Error: Please check your email address.
Rocket to Success - Your 10 Tips for Smarter ERP System Selection

Tags legalRyanairgovernmentinternet

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

Jennifer Baker

IDG News Service
Show Comments

Cool Tech

SanDisk MicroSDXC™ for Nintendo® Switch™

Learn more >

Breitling Superocean Heritage Chronographe 44

Learn more >

Toys for Boys

Family Friendly

Panasonic 4K UHD Blu-Ray Player and Full HD Recorder with Netflix - UBT1GL-K

Learn more >

Stocking Stuffer

Razer DeathAdder Expert Ergonomic Gaming Mouse

Learn more >

Christmas Gift Guide

Click for more ›

Most Popular Reviews

Latest Articles

Resources

PCW Evaluation Team

Walid Mikhael

Brother QL-820NWB Professional Label Printer

It’s easy to set up, it’s compact and quiet when printing and to top if off, the print quality is excellent. This is hands down the best printer I’ve used for printing labels.

Ben Ramsden

Sharp PN-40TC1 Huddle Board

Brainstorming, innovation, problem solving, and negotiation have all become much more productive and valuable if people can easily collaborate in real time with minimal friction.

Sarah Ieroianni

Brother QL-820NWB Professional Label Printer

The print quality also does not disappoint, it’s clear, bold, doesn’t smudge and the text is perfectly sized.

Ratchada Dunn

Sharp PN-40TC1 Huddle Board

The Huddle Board’s built in program; Sharp Touch Viewing software allows us to easily manipulate and edit our documents (jpegs and PDFs) all at the same time on the dashboard.

George Khoury

Sharp PN-40TC1 Huddle Board

The biggest perks for me would be that it comes with easy to use and comprehensive programs that make the collaboration process a whole lot more intuitive and organic

David Coyle

Brother PocketJet PJ-773 A4 Portable Thermal Printer

I rate the printer as a 5 out of 5 stars as it has been able to fit seamlessly into my busy and mobile lifestyle.

Featured Content

Latest Jobs

Don’t have an account? Sign up here

Don't have an account? Sign up now

Forgot password?