Portuguese aviation authorities have publicly pushed back against Ryanair’s plan to phase out paper boarding passes, raising concerns that passengers could be unfairly penalised if they rely solely on digital documents.
Ryanair, Europe’s largest budget airline, recently announced that all customers will be required to present boarding passes on the airline’s mobile app rather than printing them at home. The airline argued the shift would deliver “a much-improved customer experience for the last remaining passengers still using paper”.
The move immediately prompted scrutiny in Portugal, where regulators stressed that passenger rights cannot be compromised by a digital-only approach. The National Civil Aviation Authority (ANAC) said it had contacted Ryanair for clarification and had issued firm instructions to the airline.
ANAC Orders Airline to Accept Printed Passes and Waive Any Reissue Fees
In a detailed statement, ANAC confirmed it had reminded Ryanair that passengers who have checked in and hold valid reservations must not be denied boarding because they lack a digital pass. It also instructed the airline to continue accepting printed boarding passes without imposing additional fees.
ANAC emphasised that the rules apply to all passengers, including people with disabilities, reduced mobility, or those without access to smartphones or tablets. The regulator stressed that air travel must remain accessible and that technological changes must not disadvantage vulnerable travellers.
The authority added that Ryanair must ensure “no passenger is left behind” due to a dead phone battery or device malfunction, saying it would not tolerate scenarios where passengers miss flights because of avoidable digital failures.
ANAC said it will continue monitoring Ryanair’s procedures closely, highlighting its ongoing responsibility to protect safety and uphold air passenger rights across Portugal’s airports.
O’Leary Defends Digital Rollout as Concerns Mount
The regulatory intervention follows an interview given by Ryanair chief executive Michael O’Leary to The Independent’s travel correspondent, Simon Calder, in which he defended the carrier’s digital-only plans.
O’Leary insisted that passengers should not be anxious about the change, saying staff at boarding gates can still confirm a traveller’s sequence number even if their mobile device stops working.
He stressed that once a customer checks in online, the airline’s systems will have all necessary information to allow them to board, even without access to the digital pass on their phone.
O’Leary urged customers to ensure they complete online check-in before arriving at the airport, arguing that the shift to digital passes is intended to streamline operations and reduce queues.
Despite his reassurances, the move has triggered debate among passengers, many of whom say digital-only systems create unnecessary risk—especially during travel delays, emergencies, or for passengers unfamiliar with airline apps.
The disagreement between Ryanair and Portugal’s aviation regulator now places pressure on the airline to adjust its approach in markets with stronger consumer protections.
As both sides continue discussions, ANAC has made clear that passenger rights remain non-negotiable and that it expects Ryanair to fully comply with EU aviation standards, regardless of its internal digital strategy.
Dealzflight.com