Ryanair says it will appeal a €370,000 fine over violations found in its online booking system. The Netherlands Consumer Authority imposed the penalty after it says the carrier offered airfares on its website that did not include all 'foreseeable and unavoidable' costs such as fees and surcharges.
It says that in most cases consumers paid considerably more than the airfares that were initially displayed on the Ryanair website and that this is in violation of consumer protection regulations.
Bernadette van Buchem is Director of The Netherlands Consumer Authority. "For consumers purchasing airline tickets, it is important that they know at the start of the booking process what they need to pay in any case" she said.
"All costs that consumers cannot avoid paying should be included in airfares that are initially displayed. Any additional costs for extra services that consumers may want can be added during the booking process" she added.
The issues the authority found were:
- Ryanair’s airfares displayed on its website did not include all foreseeable and unavoidable costs
- The online booking process did not offer consumers the option to review the information they entered and to correct any mistakes before finalizing the booking
- On its website, Ryanair fails to publish an email address, which makes it difficult to communicate directly with the company
- Ryanair’s customer services is offered in English only, but this was not mentioned anywhere on its Dutch website
The authority does state however that the low-cost carrier has already revised the booking process and it is now mentioned that customer service is offered in English.
With regard to the issues that have not yet been resolved the authority has imposed 3 orders that could run to a maximum of €240,000 per violation.
The airline has said the decision "is littered with errors" and that its website "fully complies with all EU and Dutch consumer protection regulations."
The carrier placed an order yesterday with US planemaker Boeing for 175 new aircraft.
