Ryanair's email policy in breach of EU rules

Ryanair's email policy in breach of EU rules

Ryanair could be forced to improve its customer communications after its failure to provide an email contact address was found to break EU e-commerce rules.

The European Commission has told Irish authorities to enforce rules which require internet based companies to provide a contact email.

Ryanair does not have one listed on its website and instead customers are expected to contact the low-cost airline in writing, by fax or via a premium rate telephone number.

Stone age communication: We suspect that offering customers the chance to email would increase its accountability and expose the firm to the real experiences of its customers, says Tara Evans

Ryanair has two phone numbers, one charging 10p per minute and another 'priority line' that charges £1 per minute for anyone requiring urgent assistance.

In a letter from January this year, passed on to This is Money by a reader, it was revealed that Ryanair has been in breach of the E-Commerce Directive. Today, the European Commission confirmed that the Ryanair's communication policy, by not listing an email address, is 'incompatible' with Article 5 of the directive. 

 

 

The EU rules state that internet-based companies must provide an electronic email address where they can be contacted rapidly. This is Money has learnt that the matter was brought to the attention of the European Commission by UK MEP Glenis Willmott, after a constituent contacted her about a dispute.

It was then passed on to Michel Barnier, European Commissioner for Internal Market and Services, who has now contacted the Irish authorities regarding the enforcement of the law.

A spokesperson for the European Commission told This is Money that it is up to the National Consumer Agency - Ireland's consumer rights authority - to investigate. If necessary measures are not taken then the Commission may take legal steps against the Irish authorities to enforce the legislation.

Stephen McNamara, head of communications for Ryanair, confirmed that customers cannot contact the internet based company via email. He said: 'There is no email address for customers to contact us on, instead they can put it in writing or contact our reservation helpline.

'It won't keep me awake at night because our process has worked for the past 15 – 20 years. We aim to reply to letters and correspondence within 7 days of receiving it. If we do implement an email address then it will probably just slow down the whole process.'

He added that there may be an email address being developed but didn't confirm if Ryanair has been contacted by the European Commission or Irish authorities regarding the breach.

Earlier this year the airline had its knuckles wrapped after a Spanish judge ruled that it was illegal to fine customers who has forgotten to print their boarding passes in advance.

The airline also bowed to EU rule makers in April last year after the Icelandic volcanic description caused travel chaos. Ryanair made u-turn on its decision to fight claims in court by conceding that it would pay compensation as per EU regulations.

'Ryanair's stone age communication policy is unacceptable'

It is unacceptable for a company that operates primarily online to not offer an email address for customers to contact it on.

Ryanair is stuck in the stone age by denying cusomters the facility to email the firm, while simultaneously expecting them to book tickets, check-in and manage their flights online - or face punitive charges.

We suspect that offering customers the chance to email would not slow down the customer service process but, instead, increase its accountability and expose the firm to the real experiences of its customers.

As a website, This is Money would never expect our readers to only contact us via post or by paying a premium rate to phone.