Spanish low-cost carrier Vueling Airlines (VY, Barcelona El Prat) has been fined EUR1 million (USD1.1 million) by the Italian competition authority (AGCM) for misleading customers. The AGCM found that Vueling had violated the Consumer Code by engaging in three unfair trade practices.
In the first instance, Vueling misled customers over the cost of its online check-in, which it widely advertised as being free but which in certain instances carried a EUR15 (USD17) fee. The airline also failed to properly advertise that checking in at the airport was always without charge.
In the second instance, Vueling promoted the sale of a 25% discount voucher which was so ambiguous that it left customers unsure of how it could be applied. Finally, Vueling's online contact system was so rigid that customers were unable to exercise their rights to customer service and complaint, forcing them to phone the airline at a fee of up to EUR15.
Two other potential violations regarding no-show and credit card surcharges were dismissed, following amendments made by the airline.
Responding to the finding, a Vueling spokesperson told ch-aviation that it would be appealing the decision. "Vueling regrets the decision adopted by AGCM which was published last week. The company has been collaborating with the Italian Antitrust authorities on these matters since late 2016 and cannot agree with the interpretation given to certain Vueling commercial practices as well as the penalties resulting thereof."
Owned by IAG International Airlines Group, Vueling is a low-cost carrier serving 135 destinations in thirty-seven countries in Europe, North Africa and the Middle East.
