Facua has denounced 27 airlines for forcing people to call pay phones, since seven out of ten skip the law by forcing the use of this type of line to attend to user inquiries and claims.
This is shown by an analysis by Facua-Consumidores en Acción on the web pages of 33 airlines, of which 27 have reported to the General Directorate of Consumption of the Ministry of Consumption and the consumer protection authorities of the 17 autonomous communities .
Of the 33 airlines analyzed, only six offer only toll-free telephones (Air Nostrum, Alitalia, Eurowings, Norwegian, S7 and Vueling ) for customer service, whether they are customers or not, and another three provide toll-free lines, but restrict them to certain procedures or not They show them correctly on their website (British Airways, Iberojet and Ryanair).
Of the remaining 24, four provide toll-free numbers only for customers, but not for those who want to ask questions before buying the ticket (Binter, Canary Fly, Iberia and Plus Ultra).
Of the twenty companies that do not have any free telephone, neither for clients nor for non-clients, one offers an additional rate line with a prefix 807 (Wizzair), another provides a 901 line (TAP Air Portugal), two provide both 902 lines as national geographic prefixes (Blue Air and Volotea), fourteen only indicate national geographic prefixes (Air Europa, Airfrance, American Airlines, Condor, Easyjet, Finnair, Iceland Air, Jet2, KLM, SAS, Transavia, Wamos Air, EgyptAir and Qatar Airways ), one a national mobile (AlbaStar) and another a telephone with a prefix from outside Spain (Luxair).
You can claim the payment of the amounts that they have to pay to their telecommunications companies
Facua tells consumers that they are forced to call high-cost lines -902, 901, 806, 807- that they can claim the payment of the amounts they have to pay for it to their telecommunications companies, and, in cases in which it is mandatory to provide free lines, the amount of calls to mobile and landlines with national or international prefixes can also be claimed.
The Law for the Defense of Consumers states that “in the cases of services of a basic nature of general interest, the provider companies must have, in any case, a free customer service telephone line”