Ryanair has been accused of turning its back on elderly travellers after confirming plans to scrap paper boarding passes in favour of a digital-only system from November.
The low-cost carrier, led by Michael O’Leary, will force the 40 million passengers who currently rely on printed tickets to switch to using its smartphone app from 12 November. Campaigners said the decision would isolate older customers, with millions lacking the skills or devices needed to navigate the change.
Silver Voices, an over-60s lobby group, branded the move “disgraceful” and argued it amounted to discrimination against those who struggle with technology. Director Dennis Reed said: “They are effectively saying they don’t want older people as passengers. This will cause chaos and isolate people who don’t have smartphones. If someone turns up at the airport without the app, what happens — are they simply turned away?”
Charity Age UK also criticised the plan, warning that it could disadvantage four million Britons who have never used the internet, along with many more who lack modern Android or Apple devices. Caroline Abrahams, charity director, said: “There should always be an alternative way of booking and showing tickets that does not disadvantage those who aren’t online.”
Ryanair originally considered axing paper passes in the summer but postponed the switch after fears of widespread confusion at peak travel times. The airline claims the move will create a “faster, smarter and greener” travel experience, cutting 300 tonnes of waste per year and reducing airport check-in fees. It insists that around 80 per cent of passengers already use its digital app.
For those who lose their phone or whose battery dies after check-in, Ryanair says airport staff will assist free of charge. It also argues that the app is more accessible for some passengers with impaired vision, with screen readers able to read out ticket details.
Despite these assurances, critics accuse the airline of prioritising cost-cutting over customer care. Reed said he would boycott Ryanair himself, urging others to do the same.
The airline becomes the first major European carrier to ban paper boarding passes entirely, with rivals including British Airways, easyJet, Jet2, Wizz Air and TUI still offering printed tickets.
Amy Ingham
Amy is a newly qualified journalist specialising in business journalism at Business Matters with responsibility for news content for what is now the UK’s largest print and online source of current business news.
