Consumers can now choose between a refund or a voucher. Customer service measures have been strengthened

Autorità Garante della Concorrenza e del Mercato decided not to adopt any interim measures following the conclusion of four sub-proceedings against Ryanair, EasyJet, Vueling and Blue Panorama. In the meantime, the main proceedings continue in order to assess whether there have been any unfair trading practices.

Sub-proceedings were launched at the end of September to suspend the sale of tickets for flights which were then unilaterally cancelled, offering consumers only vouchers in return. The cancellation was motivated by the spread of Covid-19, although the services related to a period and destinations without the restrictions on movement imposed by government measures. Moreover, the above-mentioned airlines did not provide adequate information and assistance to consumers.

Following the intervention of the Authority, Vueling, EasyJet, Blue Panorama and Ryanair made changes to the communications sent to consumer as well as to the assistance and refund procedures in case of cancellation or rescheduling of flights.

In particular, the airlines have now limited the use of Covid pandemic motive only to cases where it was not objectively possible to operate the flight due to restrictions on the free movement of persons.

In addition, carriers provided for the possibility of claiming compensation with set timeframes and through automated procedures. Moreover, only the consumer has the option of requesting a voucher. Vueling, EasyJet, Blue Panorama and Ryanair have also improved their consumer support measures by providing free to use contact tools and by  a significant increase in call centre staff.

Rome, 23 October 2020