Exclusive:
Ryanair, British Airways, KLM and Sykes Cottages charge customers who book over the phone an additional fee, a practice which has been criticised by an accessibility consultant
A new investigation reveals that booking a getaway over the phone can often cost as much as £50 more than booking online.
The big price discrepancy particularly impacts those less comfortable with technology or individuals with disabilities, who may feel compelled to book by phone due to accessibility issues.
In an investigation of the practices, Which? found a one-bedroom cottage in Looe, Cornwall, was listed for £436 for a seven-night stay with holiday provider Sykes Cottages. However, when the consumer publication made a booking via phone, the price quoted was £445. Only after asking if booking online would be cheaper did staff admit there was a £9 surcharge for booking through the call center, a fee that wasn’t disclosed on the website.
The report also found that airlines are guilty of similar practices. Ryanair, for instance, charges a hefty £50 fee for booking over the phone. When Which? questioned this charge, Ryanair explained that blind passengers could use screen readers or enlist someone else to assist with the booking process. Ryanair’s charges are detailed online.
Have you been charged for booking over the phone? Email webtravel@reachplc.com
Accessibility consultant Adi Latif, who is blind, explained that not all blind individuals have assistance available or feel comfortable asking for help. He also shared his experience of attempting to use Ryanair’s app with a screen reader, saying, “The results page is just full of unlabelled graphics, making it impossible for me to understand what’s going on.”
Latif has faced similar issues with other airline websites and apps. While some companies claim they waive phone booking fees for disabled passengers, Ryanair has not made such a promise. Other airlines also impose phone booking charges. KLM, for example, charges £30, while British Airways adds a £15 fee.
This additional cost is a significant burden for many, particularly those who are not comfortable with online booking systems, or those with disabilities. They are often penalized for their inability or unwillingness to use digital platforms.
A spokesperson for Ryanair said that the airline encourages passengers to book online “to avoid unnecessary costs” and to keep fares low. Sykes Cottages clarified that its call handlers have the discretion to waive the phone booking fee.
Ryanair has a long track record when it comes to charging customers extra fees for services they might think would be included. Earlier this month the Mirror’s money reporter Ruby Flanagan was charged £50 after she brought a reusable bottle with her on a flight from Dublin to London.
“Ryanair officially closed the gate for our flight, and, at this point, I was in a state of panic. I’d never missed a flight before. Well, actually, I’d never been told I wasn’t allowed on a flight by airstaff before. ‘What am I supposed to do?’ I asked in desperation. ‘You’ll have to pay for it either way,’ one staff member said, ‘out, it’s a second bag and in, the bags too big, so you’ll need to pay’,” Ruby recalled of the enraging situation. You can read her full story here.
Ryanair and Sykes have been contacted for additional comment.
