FACUA has reported Ryanair to the Consumer Affairs Office over its customer service telephone lines, stating that they fail to offer the option to speak with a human being. According to the organisation, calls only provide basic details about procedures before redirecting users to the airline’s website or mobile app and disconnecting the call.
Evidence submitted shows that the system recognises previous calls and repeatedly sends customers back to digital channels. The complaint argues that this breaches Spanish consumer protection laws, specifically Article 21.2 of the General Law for the Defense of Consumers and Users, which mandates direct personal attention where telephone support is provided.
The complaint also cites Law 10/2025 of 26th December, which governs customer service and bans answering machines as the exclusive method of assistance, requiring real-time human support upon request. FACUA has supplied recordings of calls made to Ryanair’s two telephone numbers and has asked the Directorate General for Consumer Affairs to investigate and potentially penalise the airline.
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