Ryanair forced to change course in how it sells insurance online

Ryanair has made changes to how it sells insurance on its website following intervention by the National Consumer Agency.

In September, following an investigation, the consumer rights body told the airline of its concerns relating to the manner in which it was selling insurance on its website.

The NCA felt Ryanair presented information in relation to the sale of travel insurance in a manner which was “unclear, ambiguous and could cause some consumers to unwittingly purchase a policy”.

The website has now been changed and the NCA is satisfied that the possibility of a consumer purchasing unwanted travel insurance has been “significantly reduced”.

Both Ryanair and Aer Lingus fell foul of NCA last year, with the consumer body issuing compliance notices to both airlines for failing to give an email on their websites through which consumers could contact the airlines rapidly and in a direct and effective manner.

The NCA viewed this as a contravention of e-commerce legislation which imposes a direct obligation on traders providing an e-commerce service to provide consumers with an email address.

Commenting on the latest changes made to the Ryanair website, NCA chief executive Karen O’Leary said she was pleased to see that Ryanair was committed to providing clear and transparent information on its website.

Earlier this month, Kenny Jacobs, Ryanair’s chief marketing officer, said the airline was changing all aspects of the customer experience to make it a more enjoyable one.

“The key things that have improved are that the website is massively different. It used to be a digital obstacle course. The website now has moved on in leaps and bounds,” he said.


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