Portuguese authorities have told Ryanair that the carrier must not refuse boarding to passengers with paper boarding passes, warning that it would be in violation of EU air passenger rights.
Earlier this week, Ryanair implemented its new digital-only boarding pass policy, requiring all passengers to check in online and use the Ryanair app to receive their digital pass. Although almost all passengers today have smartphones, the airline says it will still accommodate those without smartphones or other special requirements at no extra charge.
Ryanair Must Allow Paper Passes Says Portugal
As reported by Euro News, Portugal’s National Civil Aviation Authority (ANAC) has informed Ryanair that it risks running afoul of air passenger rights following its recent switch to digital boarding passes. The airline is obligated to allow boarding for any passenger who has a confirmed fare and has checked in, even if they don’t have a digital pass. While Ryanair has stated it will still allow paper passes under certain circumstances, there is uncertainty about how its policy will be implemented.
ANAC has also stated that the carrier cannot impose its dreaded boarding pass fee on those without a digital pass, which Ryanair has previously confirmed will be the case. Portugal’s aviation regulator sought additional clarity from Ryanair on its new policy, concluding that the carrier has indicated it will abide by all relevant passenger rights.
According to ANAC,
“It appears that Ryanair intends to guarantee all passenger rights, including those of passengers with disabilities, reduced mobility or who do not have a smartphone or tablet. It also intends not to apply a boarding pass reissue fee to those who have checked in online.”
Ryanair Policy Divides Customers
On November 12, Ryanair implemented its promised digital-only boarding pass policy, but not without its share of critics. Its new policy essentially requires all passengers to own a smartphone or digital device, a move that could alienate elderly passengers or those with accessibility problems.
While paper boarding passes are still available for those without a digital pass, the most impactful change is that Ryanair passengers now need to check in online to avoid an airport charge. According to the airline, around 80% of customers already check in this way, but that still leaves a significant 20% who don’t. In practice, while passengers will still be able to get a paper boarding pass at the airport, they won’t be able to check in this way, so using an electronic device at some stage during check-in is unavoidable.
It’s also unclear how time-consuming getting a paper pass might be, as it may lead to a longer check-in/bag drop experience. Ryanair has confirmed that its staff will be available to assist any passengers without a digital pass, while ANAC said it would continue to monitor the situation.
Digital Passes A “Success” So Far
It has only been a few days since the policy was introduced, but Ryanair has already praised its effectiveness. According to the airline, over 98% of passengers traveled with a digital pass on the policy’s first day, with the remaining passengers issued free paper passes at airport ticket desks. On its first day up until 13:00, the airline successfully operated over 700 flights without any delays or disruptions.
The carrier said that passenger feedback was “universally positive” and no customers were denied boarding due to any complications. Additionally, while the occasional passenger experienced a problem with their phone, they were all already checked in online and boarded without a problem.
Ryanair has said that digital boarding passes will help save the airline up to £40 million ($52.6 million) each year, while also improving the airport experience for its customers. While digital is more efficient the vast majority of the time, it does place added reliance on computer systems that can fail catastrophically on rare occasions, such as during cyberattacks or system failures.
