Consumer organisation Facua-Consumidores en Acción on 3 September 2026 at the Dirección General de Consumo at the Spanish Ministry of Social Rights, Consumer Affairs and Agenda 2030 filed a complaint against Ryanair . The complaint concerns the contact phone numbers 900 751 463 and 872 580 512 published on Spain . According to Facua, both lines operate exclusively through automated messages, with no option to be connected to an employee in real time. The organisation says it has submitted audio recordings and other evidence.
Facua argues that the practice breaches Spanish consumer law. Companies offering telephone customer service must, it says, provide access to a real person, particularly to resolve complaints and enforce claims. The complaint seeks to initiate administrative proceedings and, if appropriate, impose penalties. According to public reporting available as of 3 September 2026, the authority had not received a response from Ryanair to the specific allegations.
Media reports say callers are repeatedly directed to the airline’s website or app after entering information, after which the call is terminated. Facua also criticises the system for recognising repeat calls but still directing those affected back to digital self-service options, without offering an alternative way to speak to someone.
The case has practical implications for consumers: if a refund, rebooking or complaint cannot be completed online, the lack of a working telephone channel can make it harder to exercise their rights. For the authorities, the question is whether existing rules on telephone customer service need to be clarified in light of increasingly automated systems or strictly enforced.
The Dirección General de Consumo generally examines complaints of this kind through administrative proceedings. If proceedings are opened, a decision with deadlines would be expected. Until a decision is reached, the allegations remain Facua’s and have neither been confirmed nor dismissed by the authority. The case follows earlier disputes over how customer contact is handled in Spain and raises the fundamental question of how far customer service can be automated without breaching consumer rights in force.
Editor: Daniel Mayer (Article created with AI assistance).