Ryanair denounced by Facua for lack of human customer service in Spain

The consumer rights organization Facua-Consumidores en Acción has filed a formal complaint against the airline Ryanair before Spain’s Ministry of Social Rights, Consumption and 2030 Agenda. The complaint alleges that the airline’s customer service telephone lines operate exclusively through automated recordings and voice prompts without providing any option to speak with a human agent.

According to the evidence provided by Facua, the lines (900 751 463 and 872 580 512) redirect users to the company’s website or mobile application, often terminating the call in the process. The organization claims that even when users insist on personalized assistance, the automated system identifies previous attempts and continues to redirect them to digital channels.

Facua argues these practices violate Spanish consumer protection laws, specifically Article 21.2 of the General Law for the Defense of Consumers and Users, which requires companies to guarantee direct personal attention. Furthermore, the complaint cites Law 10/2025, which explicitly prohibits the exclusive use of automated answering machines and mandates that customers be able to request human assistance at any point during a call.