The consumer association Facua-Consumers in Action has filed a complaint against the Irish airline Ryanair with the Ministry of Social Rights, Consumption, and Agenda 2030 for an alleged breach of the regulations governing customer service on its contact phones in Spain.
According to the organization in a statement, the lines made available to users by the airline (the numbers 900 751 463 and 872 580 512) operate entirely automated through recordings and announcements, without at any moment in the process offering the possibility of being attended by a human agent in real time, ending the calls with the indication to the user to carry out their transactions through the company's website or mobile application.
When the consumer tries to call repeatedly, the system itself recognizes that previous contacts have already occurred and, instead of allowing access to an operator or providing another means of personalized attention, reiterates to the user that they must go to the Ryanair website.
Facua argues that this procedure violates article 21.2 of Royal Legislative Decree 1/2007 of the General Law for the Defense of Consumers and Users —which mandates ensuring direct personal attention— as well as Law 10/2025 on Customer Service, which expressly prohibits the exclusive use of answering machines or other similar systems and requires offering the option of direct human attention at any moment of the call.
Consequently, the consumer association has sent to the General Directorate of Consumption the evidence regarding the operation of these lines and has requested the initiation of a sanctioning file against the airline, with an amount adjusted to the severity of the facts attributed to it.