The Authority had objected the information provided regarding the conditions for online check-in and the possible additional charges in case of failure to check-in online. Ryanair pledged to refund more than EUR 1.5 million to consumers who incurred extra check-in costs.

The Italian Competition Authority has wrapped up with the acceptance of commitments its investigation into Ryanair D.A.C. concerning a potential unfair commercial practice that may have breached Articles 21 and 22 of the Consumer Code.

According to what was contested in the initiation, the details provided by the airline regarding the conditions for online check-in might have been misleading, as they failed to properly inform consumers about the service's availability window and on the potential increase in costs if the online check-in was not completed by the deadline set by Ryanair. 

Additionally, the Authority had found that selecting the priority and cabin baggage option when booking a return ticket automatically applied it to both journeys.

Following the commitments accepted by the Authority, Ryanair will provide complete refunds of EUR 55, representing the entire airport check-in fee, to every consumer who filed a complaint with the company from 2021 to 2023 having been unaware of the online check-in terms and conditions.

In addition, all consumers who made flight bookings during the same period (which totalled more than 100,000) and checked-in at the airport, paying the relevant surcharge, will receive a EUR 15 compensation or, alternatively, a voucher worth EUR 20 that can be used to purchase Ryanair DAC services. With over 100,000 bookings and at least as many customers affected, the company is committed to reimbursing approximately EUR 1.5 million.

The company also undertook to change the way in which the priority and hand luggage option is selected, enabling users to independently choose the same service for both outbound and return journeys, and to display the respective different unit prices, as well as reimbursing consumers who lodged complaints.

Finally, Ryanair undertook to modify its website, app and text of the booking confirmation email to integrate information on the time window within which the passenger can check-in online free of charge and on any costs related to the airport check-in service.

Rome, 14 November 2024