Customer Behaviour

Ryanair could be sued by passengers over ‘disproportionate’ fees of up to £115 to correct spelling mistakes on bookings or to print out boarding passes, according to the aviation watchdog.

The Civil Aviation Authority (CAA) said that the Irish budget airline was failing to treat passengers with fairness and transparency during key parts of its booking process.

It was highly critical of huge fees imposed by the carrier for extras including transferring tickets to another person, correcting spelling mistakes, printing out boarding passes, checking in at airports and refunding air taxes for cancelled bookings.

The watchdog also reserved particular criticism for Wizz Air, the Hungarian no-frills carrier, over similar issues. Other carriers were reprimanded, but the two budget airlines consistently faced the strongest censure.

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