getty images
EasyJet has been told to stop claiming that carry-on baggage charges are available “from £5.99” after it failed to provide the advertising watchdog with evidence that passengers can keep in-cabin luggage at that price.
The Advertising Standards Authority (ASA) said customers would assume, based on EasyJet’s words, that they could take their own bags on flights for £5.99.
EasyJet’s website claims consumer group Which? The report was sent by the ASA to the ASA, stating that airlines often advertise low fares but charge extra.
EasyJet said, “We always want to provide our customers with clear information on pricing and the purpose of this page was to display factual information on fees and charges to customers.
“We always have some of the largest cabin bags available at the lowest prices. We revised the page based on the ASA’s feedback to make the information clearer for consumers.
It said the wording on the website was intended to inform customers that £5.99 was the starting point for adding a carry-on bag and that the figure was the exact price on many routes.
The airline said that because no bags were available for less, the claim was accurate.
Responding to the WHO’s complaint, the ASA said it expected to find evidence that large cabin bags could be booked for £5.99, but easyJet did not provide this.
It said consumers would interpret the “from £5.99” claim as meaning that larger cabin bags would be available at that price “on a significant proportion of flight routes and dates.”
As a result, the watchdog claimed it was misleading and asked easyJet not to use that term in the future.
easyJet informed the ASA.
easyJet informed the ASA that the section of its website where this claim appeared was intended for informational purposes and not for marketing or promotion.
The airline’s website now states: “Fees vary depending on demand, route, flight date and time of booking. You will see the exact price at the time of purchase.”
The airline said it was “not able to provide specific figures” as cabin bag prices depend on several factors, including availability and demand.
It added that customers will be able to clearly see the actual price of the cabin bag when booking a flight.
‘Unattainable prices’
Which one? said its research showed that normal cabin bag prices for easyJet were five times higher than the claimed £5.99.
The editor of What? is Rory Boland. Travel expert Rory Boland stated that there is a “culture” among airlines that advertise “low headline fares” but then impose exorbitant charges for a standard cabin bag.
He said, “It is frankly astonishing that airlines think they can ignore the rules and mislead customers with unaffordable prices, so it is absolutely right that the ASA has made this ruling.”
“When booking travel, customers should consider choosing an airline with no cabin bag add-on, as this may be cheaper.”
Consumer rights expert Janine Hawkes said the issue was not unique to easyJet.
“This only serves to undermine customer confidence, especially regarding the confusion about goods,” he told the BBC.
Last year, EU lawmakers voted to force airlines to let passengers bring a carry-on bag of up to 7 kilograms for free.
The law has not yet been implemented, as it has to be approved by member states.
