Ryanair hotline row: Facua files Spain complaint

Ryanair callers in Spain are sent to the airline’s website or app instead of reaching a person, consumer group Facua says. The group filed a complaint against the airline in Madrid on 3 September 2026 with the Ministry of Social Rights, Consumer Affairs and Agenda 2030. It alleges Ryanair is breaking Spanish customer-service rules.

Calls end with a web and app referral

Facua says Ryanair’s numbers 900 751 463 and 872 580 512 use recorded messages throughout the call. It says neither line offers a transfer to a human agent in real time.

The calls end by telling customers to deal with their issue through Ryanair’s web portal or mobile app, according to the group. Facua says the system recognises repeat callers and again directs them to the airline’s website rather than offering personal help or another route.

Consumer group seeks sanctions case

Facua argues that the practice breaches Article 21.2 of Royal Legislative Decree 1/2007, which requires direct personal assistance. It also cites Law 10/2025 on customer services, which bans relying solely on automated answering systems and requires the option to speak directly to a person at any point during a call.

The group says it has handed evidence of how the lines work to the Directorate-General for Consumer Affairs. It wants a sanctions procedure opened against Ryanair, with any penalty matching the seriousness of the allegations.

Topics: Politics

Source: Europa Press / Mallorca.com