Portugal Tells Ryanair It Cannot Refuse Paper Boarding Passes

Portugal’s aviation regulator has told Ryanair it must accept paper boarding passes nationwide, despite the airline’s new app‑only digital boarding passes policy in Portugal.

The decision from the National Civil Aviation Authority, known as ANAC Portugal, follows Ryanair’s rollout of mandatory smartphone boarding passes on 12 November 2025 nationwide.

In its notice, ANAC said passengers with confirmed reservations who have checked in online must be allowed to board using either digital or printed passes.
The regulator stressed that any Ryanair paper boarding passes issued at airport desks for already checked‑in travellers must be provided free of charge, without surcharges.

What Ryanair’s policy says and how ANAC responded

Ryanair’s new policy, flagged as a move to cut costs and reduce paper waste, relies on passengers downloading and presenting passes through its myRyanair app.
Under that system, paper documents are meant only for limited situations, such as people without smartphones or those flying from airports where digital passes malfunction.

Portugal’s interpretation is far broader, insisting that once a booking and online check‑in are confirmed, the format of the boarding pass cannot justify denying travel.
ANAC also reminded the airline that European Union Regulation 261/2004, which sets compensation rules for denied boarding, applies whenever passengers are turned away without grounds.

Any refusal to board solely because a passenger cannot show an app‑based pass could trigger compensation and other legal obligations under EU law.

This warning signals potential costs for Ryanair if staff refuse customers who cannot show a smartphone, especially at busy hubs like Lisbon, Porto, and Faro.

Consumer and social impact

Consumer groups in Portugal welcomed ANAC’s stance, calling it a protection for people who are older, poorer, or distrust storing travel documents on phones.
Campaigners point to digital exclusion among migrant workers, students, and travellers using low‑cost carriers to move within the Schengen area for work and study.

According to analysis by VisaVerge.com, similar disputes over smartphone‑dependent check‑in systems have emerged across Europe as airlines chase efficiency while regulators emphasise accessibility for all.

ANAC’s enforcement and monitoring

ANAC has gone further by explicitly stating that airlines cannot threaten refusal of boarding when passengers request printed passes at airports. The authority will:

• Monitor Ryanair’s operations over the winter schedule
• Collect complaints related to boarding pass format refusals
• Check whether staff correctly accept printed documents at boarding gates

If Ryanair is found to breach the rules, ANAC has signalled:
– Possible administrative fines
– Triggered compensation claims from individual passengers or consumer groups

Why boarding pass format matters beyond convenience

The dispute shows how a boarding pass can affect freedom of movement, especially for foreign residents balancing visas, work permits, and tight travel budgets.
A missed flight because an app crashes or a phone battery dies can mean cancelled immigration interviews, lost jobs, or overstays on short‑term residence permissions.

For that reason, ANAC Portugal’s decision speaks not only to consumer law but also to mobility rights for citizens and non‑citizens travelling through Portuguese airports.

Ryanair’s position and broader context

Ryanair argues across several markets that digital processes:
– Cut queues
– Save trees
– Simplify operations
– Help keep fares low on competitive European routes

The company points to younger passengers managing boarding passes, identity cards, and visas on phones as evidence that resistance to digital systems will fade.
Yet ANAC’s stance underlines that airlines cannot unilaterally rewrite passenger rights—European law and national consumer statutes assume documents may exist on paper.

The Portuguese ruling also anticipates planned European Commission reforms for 2026, expected to guarantee passengers a choice of digital or paper boarding documents everywhere.

Practical guidance for passengers

ANAC has made clear that Ryanair paper boarding passes must be treated as equivalent to digital ones, including during document checks at borders. The authority advises passengers to:

• Keep proof of online check‑in, such as confirmation emails, in case disagreements arise at airport counters or boarding gates
• Report any refusal of printed passes to ANAC or consumer protection associations immediately

For many travellers, the message from Portugal is simple: you cannot be forced into an app if you prefer, or require, a paper boarding document.

Operational and staff implications

For now, Ryanair has not publicly detailed how it will adjust frontline procedures in Portugal, or whether it will modify staff training materials accordingly.
Unions representing cabin crew say confusion over rules tends to fall hardest on staff, who must explain company policies to stressed passengers at gates.

Some travellers already print screenshots of digital passes at home, fearing weak internet connections or sudden outages in airline systems on departure. Others, especially migrants visiting family, rely on younger relatives to manage airline apps, leaving them vulnerable if plans change or devices fail.

Wider significance

Portugal’s move could encourage other regulators to re‑examine how far airlines may push digital‑only systems before breaching consumer protection and transport accessibility principles elsewhere.
For Ryanair, which carries millions through Portugal yearly, aligning its digital boarding passes policy with ANAC’s interpretation may prove less costly than fighting legal battles.

Passengers, meanwhile, are urged to continue checking airline communications carefully and to report any refusal of printed passes to ANAC or consumer groups immediately.
As Europe moves toward clearer digital rights rules, Portugal’s stance offers an example of regulators insisting that technology must serve passengers, not restrict journeys.

Final takeaway

For now, Ryanair passengers flying to, from, or within Portugal can board with confidence that Ryanair paper boarding passes remain acceptable, without extra airport charges.

For further information on passenger rights and potential compensation for unjustified denial of boarding, see the European Commission’s passenger rights portal: Your Europe.