The Balearic authorities have taken action against Volotea and the travel platform eDreams for charging clients for services they did not explicitly authorize. The General Directorate of Consumption has defined these practices as serious breaches, carrying penalties up to 24,000 euros in each case.
The complaints originate from consumers who visited the sites and were offered a discount that, without clear notice, also enrolled them in a paid subscription. This led to costs that far exceeded the apparent savings from the offer.
In the Volotea scenario, a consumer conducted a test purchase for the Menorca to Asturias route and accepted a discount. While they saved a little over five euros, they were unknowingly enrolled in the Megavolotea Plan, which resulted in an annual charge of about 50 euros.
Similarly, the eDreams platform presented discounts that implied enrollment in the Prime service, requiring a payment of nearly 55 euros.
Both cases showed that the information presented to customers at the moment of booking did not make the subscription clear enough. This suggested awareness on the part of the companies that the subscription was taking place, prompting accusations of charging for a service without express consent.
The case against Volotea has entered the first processing stage, and eDreams can present their arguments. A decision will follow after the companies have had the chance to respond to the record.
Felix Alonso, the General Manager of Consumer Affairs, noted that in many instances this type of behavior ends up costing more than the discount itself. Given that many people travel infrequently, more businesses could adopt similar practices in the market. Affected consumers are encouraged to report such cases to the relevant department so action can be taken against the companies involved.
Recently, a disciplinary case was opened against a luxury travel agency for not refunding the full amount paid for a 20-night hotel card, even after the customer withdrew from the card and requested a refund in writing within three days. The agency now has an opportunity to present its claims in response.
The list of new investigations by Consumption also includes Seur, a parcel delivery company accused of not offering a free customer service phone line despite delivering what is considered an essential service. The proposed penalty in this matter is 4,500 euros, with Seur given a deadline to file its claims.
It should be recalled that the General Directorate of Consumption has intensified sanctions related to this issue throughout the year. Recent actions require basic service providers to offer toll-free customer service numbers. A new file has already been opened for a similar reason, with a penalty proposal of 4,500 euros directed at Air Europa, and a potential lawsuit may follow.
To date, the government department has engaged with multiple organizations operating across international markets, including banks and insurers, driven by complaints filed under this enforcement area in collaboration with the FACUA consumer association. (Source: General Directorate of Consumption)