Ryanair Faces New Complaint in Spain Over Customer Service Phone Lines

Spanish consumer group FACUA has filed a complaint against Ryanair, alleging that the airline’s customer service phone lines make it impossible for passengers to speak directly to a person — something the organisation argues breaches Spanish consumer law.

FACUA-Consumers in Action has filed a complaint against Ryanair with Spain’s Ministry of Social Rights and Consumer Affairs over the airline’s telephone customer service.

The consumer organisation alleges that two telephone numbers offered by the Irish airline for customer support do not allow callers to speak to a person at any point during the call.

According to FACUA, calls are handled by an automated system which provides basic information before directing customers to complete their enquiry through Ryanair’s website or mobile app, after which the call ends.

FACUA also claims that when customers make repeated calls, the system can recognise that they have previously contacted the airline but still does not transfer them to an agent or provide another way of speaking directly with customer service staff.

FACUA Challenges Ryanair’s Phone Service

FACUA is one of Spain’s best-known consumer organisations and campaigns on both local and national consumer issues.

Its roots stretch back to the consumer and neighbourhood organisations formed in Spain during the 1970s and 1980s. In 1983, the Federación de Asociaciones de Consumidores y Usuarios de Andalucía — FACUA — was established as a not-for-profit organisation.

It subsequently expanded beyond Andalucía and today campaigns on consumer issues across Spain.

What Does Spanish Consumer Law Require?

FACUA argues that Spanish legislation requires companies offering telephone customer service to provide customers with access to direct personal assistance, rather than relying exclusively on automated systems.

According to the rules cited in the complaint, a customer contacting a company by telephone must be offered the option to request personalised assistance during the interaction.

Personalised assistance is defined as help provided directly by a real person responding to the customer in real time and identifying themselves at the beginning of the conversation.

FACUA Calls for Investigation

FACUA has asked the Directorate General for Consumer Affairs to investigate Ryanair’s telephone customer service.

The consumer organisation argues that the evidence it has collected demonstrates that passengers using the telephone numbers provided are unable to speak with a person.

It has asked the authorities to consider whether action, including a possible sanction and changes to Ryanair’s customer service practices, is appropriate.

Previous Disputes in Spain

Ryanair has been involved in a number of consumer and regulatory disputes in Spain and elsewhere in Europe over the years.

Recent disagreements in Spain have included issues surrounding charges associated with cabin baggage as well as airport and landing costs.

FACUA itself has a long history of criticising the airline.

In 2012, the organisation published the results of an earlier passenger survey as part of its #Aeroderechos campaign, which was designed to highlight what it regarded as irregularities in the airline sector and encourage passengers to exercise their consumer rights.

That historical survey reflected passenger responses collected at the time and should not be interpreted as representing current passenger opinion.

Ryanair Continues to Carry Millions of Passengers

Despite the disputes and complaints that have surrounded the airline, Ryanair remains one of Europe’s largest carriers by passenger numbers.

The airline closed its 2026 financial year with a reported net profit of €2.26 billion before extraordinary items, compared with €1.61 billion in the previous year, after carrying around 208 million passengers.

The company has indicated that it expects pressure on income and profits during the financial year ending in 2027.

Ryanair has sought to reduce some of its exposure to rising fuel prices by purchasing fuel in advance, providing a degree of protection against significant price increases.

The airline has also continued to expand into routes where opportunities arise and has been lobbying European authorities over disruption associated with the EU’s Entry/Exit System.