The Italian Competition and Market Authority (AGCM) reported that Ryanair will refund consumers more than one and a half million euros for additional check-in related costs. This decision follows an investigation into possible unfair commercial practices, due to misleading information provided by the airline regarding the online check-in process and extra charges applied if it was not completed within the specified time frame.
The AGCM had noted that the conditions for online check-in offered by Ryanair could mislead consumers by not clearly outlining the time frames for the service or warning about potential additional charges if the check-in was not completed on time. Additionally, it was observed that the priority boarding and hand baggage options were automatically applied to both outbound and return flights, without the ability to select them independently.
As part of the agreement, Ryanair will fully reimburse consumers who filed a claim between 2021 and 2023 without knowing the online check-in conditions, with an amount of 55 euros representing the full cost of airport check-in. Additionally, customers who paid the airport check-in fee will receive compensation of 15 euros or a 20-euro voucher for Ryanair services.
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Furthermore, Ryanair committed to adjusting its online platform to allow users to select priority boarding and hand baggage options independently for outbound and return flights, showing differentiated costs for each leg. It also agreed to update its website, app, and booking confirmation email to specify the time frame in which passengers can check in online for free and the applicable airport fees.
This screenshot from the agreement document with Ryanair shows a planned website update:
The full agreement document with all the modifications can be downloaded at this link.
