Low-cost airlines, predominantly Ryanair, have accumulated the vast majority of complaints that travellers at Alicante – Elche airport have filed with the Tourism Conselleria during 2024 of which Ryanair account for more than 50% for issues such as charging for hand baggage and passenger seating.
The percentage is almost the same in Valencia and Castellón, where it is also said to be among the most “conflictive.”
According to data provided by Nuria Montes, the Conselleria for Tourism in the Valencian Community, consumer services in Alicante have received a total of 41 complaints between 1 January and 11 August 2024, with 20 of them filed this summer.
Of the total, Ryanair is the subject of 22 complaints, while 6 are aimed at Aena (the same as Iberia) and four are against Vueling. Norwegian, Volotea and Menzies Aviation all have just one complaint. In addition, 25 requests for mediation have been registered with the Benidorm Board.
The Conselleria is competent to deal with claims on baggage, quality of service, charges for luggage, hold and hand luggage and payments for seat selection, among other issues, while complaints of cancellations or delays (the most numerous) are addressed to the State Aviation Safety Agency.
Alicante-Elche is not the only airport where low-cost airlines are responsible for the bulk of the claims. In Valencia (where 103 files have been opened in the same period), Ryanair is also at the top of the list, with 40; followed by Vueling (13); and Volotea, with 8 complaints. In Castellón, which has received only 5 complaints this year, they are aimed at Vueling (3) and Ryanair (2).
The charge for cabin bags generated the greatest controversy among travellers who usually make use of low-cost operators.
According to recent judgments by different national courts and even of the Court of Justice of the European Union (ECJ), airlines cannot charge for hand luggage, provided that they have reasonable weight and dimensions and do not pose a security danger. In fact, last year, the Ministry of Consumer Affairs fined four “low cost” companies of 150 million euros for this practice.
Despite this, the hand baggage charge has not disappeared. Jorge Domínguez, a lawyer, explains that “until there is a clearer and more unified rule in Europe, companies will not stop charging for this service. Even if there are sanctions in this regard, airlines find it more profitable to risk a claim because there are very few passengers who are willing to take the matter to the courts for 50 or 60 euros.”
