Spanish consumer organisation FACUA has filed a complaint with the Ministry of Social Rights, Consumer Affairs and Agenda 2030, arguing that the airline's telephone customer service does not comply with Spanish consumer law.

FACUA tested the two telephone numbers advertised by Ryanair in Spain for new bookings and general enquiries.

The organisation claims that calls to both numbers are handled entirely by an automated system, with recorded messages eventually directing customers to Ryanair's website or mobile app instead of offering the option of speaking directly to a member of staff.

FACUA says it also tried calling the numbers repeatedly. On subsequent calls, the system reportedly recognised that the customer had called before but continued to direct them towards Ryanair's online services.

The consumer group has submitted evidence of the calls to Spain's Directorate-General for Consumer Affairs and is asking authorities to open proceedings against the airline.

At the centre of the complaint is Spanish legislation requiring companies offering telephone customer service to provide customers with access to personal assistance.

FACUA argues that automated systems can be used as part of customer service, but should not be the only option available to people seeking help.

Spain's newer customer service legislation also introduces rules against using automated answering systems as the exclusive method of dealing with customers and requires companies covered by the legislation to provide access to human assistance.

Ryanair's Spanish help centre continues to advertise the two telephone numbers and lists specific opening hours for them. The airline's website also states that only calls connected to customer service agents are recorded for training and quality purposes.

Ryanair also offers other ways for passengers to seek assistance, including its online chatbot and customer service agents available through live chat.

FACUA is now asking Spain's consumer authorities to investigate the telephone service and, if a breach is established, impose an appropriate sanction.

No official ruling has yet been made against Ryanair in relation to the complaint.