Ryanair will fully refund - for an amount equal to 55 euros, i.e. the entire cost of check-in carried out at the airport - all consumers who, between 2021 and 2023, sent a complaint to the company without knowing the conditions applicable to online check-in.

The Italian Competition and Market Authority has closed with commitments the investigation launched against the company for possible unfair commercial practice in violation of Articles 21 and 22 of the Consumer Code. According to what was contested at the initiation stage, the indications provided by the airline on the conditions applicable to online check-in could be misleading, because they did not adequately inform consumers on the period of availability of the service and on the possible increase in costs in the event of failure to check-in online within the deadline set by Ryanair.
All consumers who in the same period made flight reservations (which were over 100,000 in total) and checked in at the airport, paying the related supplement, will also receive a compensation of 15 euros or, alternatively, a voucher worth 20 euros that can be used to purchase Ryanair DAC services. Therefore, considering the over 100,000 reservations - which correspond to at least over 100,000 consumers - the amount that the company has committed to refund is around one and a half million euros.

The Authority had also found that, when booking a return ticket, if the user had selected the priority and hand luggage option, this was automatically extended to both routes. The company therefore committed to modifying the selection methods for the priority and hand luggage option , so as to allow users to select the same service separately for return trips and to display the different unit price, as well as to reimburse consumers who had filed a complaint in this regard.

Finally, Ryanair has committed to modifying its website, app and booking confirmation email text to include information on the time window within which passengers can check in online free of charge and any costs associated with carrying out the check-in service at the airport.

(Online Union)

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