easyJet Loses Appeal Over €2.8M Refund Fine in Rome
easyJet (London Luton) has lost its appeal in Rome against a €2.8 million fine imposed by Italy’s competition watchdog, AGCM, for failing to comply with consumer protection laws during the COVID-19 pandemic. The Regional Administrative Court of Lazio in Rome dismissed the appeal in a detailed 28-page ruling published on February 12, 2025, following a decision made on February 5.
The fine dates back to 2021 when the AGCM targeted easyJet along with Ryanair and Volotea for their handling of flight cancellations during the pandemic. According to reports from Italian newspapers Corriere della Sera and La Repubblica, the investigation focused on cancellations that occurred between June and October 2020. Despite the official end of Italy’s travel restrictions linked to the COVID-19 lockdown, these airlines continued canceling flights and offering vouchers instead of issuing cash refunds to affected customers.
The AGCM accused the airlines of “seriously improper conduct” and criticized them for lacking “professional diligence” when the government had already relaxed travel measures. The watchdog argued that these carriers exploited the ongoing crisis to justify cancellations, resulting in consumers being left with vouchers rather than the legally mandated cash refunds. This practice, it claimed, misled passengers about their rights and breached established consumer protection standards.
In its ruling, the court stated that an airline must provide proof of extraordinary circumstances to avoid paying compensation for cancellations or delays. In easyJet’s case, the evidence showed that the airline had not met this requirement. Specifically, the court found that easyJet failed to offer passengers a clear choice between rescheduling their flights or receiving a cash refund as required by law. Instead, easyJet predominantly provided vouchers, which the court deemed unacceptable. Additionally, the airline’s customer service practices were heavily criticized. easyJet made it difficult for consumers to obtain refunds by limiting access to support through a premium-rate phone number and by significantly delaying the processing of refund requests.
This decision underscores the importance of transparency and adherence to consumer rights, especially during times of crisis. Passengers expect clear communication and fair treatment, particularly when disruptions occur. The ruling serves as a stern reminder that airlines must prioritize customer rights and adhere strictly to legal obligations even in challenging circumstances.
In response to the ruling, an easyJet spokeswoman told ch-aviation, “easyJet has been notified by Lazio regional administrative court on the decision to dismiss our appeal. We strongly believe that we have always acted fairly and complied with all the ever-changing applicable laws. easyJet will examine the decision and review its options.” While the airline maintains that it has operated within the bounds of the law, the court’s decision reinforces the need for more robust and customer-friendly refund practices during unforeseen disruptions.
As airlines continue to navigate the post-pandemic recovery, this ruling highlights the ongoing scrutiny from regulatory authorities regarding consumer protection. For travelers, the verdict is a step toward greater accountability in the industry, ensuring that customer rights are upheld even when circumstances force airlines to alter their operations. The case also sends a clear signal to competitors about the importance of transparency and prompt, fair refund policies in maintaining consumer trust in the aviation sector.
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Sources: AirGuide Business airguide.info, bing.com, ch-aviation.com