A Dublin woman expressed her frustration with Ryanair, citing a lack of compassion from the airline for denying her a £380 refund following the cancellation of her flight due to a family bereavement. Mary McHale had planned a trip to Brussels but had to cancel at the last minute when her brother-in-law passed away suddenly. Despite her immediate notification to Ryanair, she was informed via online chat that a death certificate was required before the flight departure, which she couldn’t obtain promptly due to personal circumstances.
Mary, deeply upset by the situation, emphasized the insensitivity she faced from Ryanair, stating that her family’s grief and the need for support took precedence over obtaining official documentation for a refund. She expressed her disappointment in the lack of understanding from the airline, vowing never to fly with them again. The added stress of dealing with the airline’s rigid policies during a challenging time only compounded her emotional turmoil.
Attempting to reason with Ryanair, Mary highlighted the impossibility of acquiring the necessary paperwork promptly and underscored the complexity of the situation given the sudden loss in her family. Despite her efforts to explain the circumstances, Ryanair maintained its stance on non-refundable tickets, directing her to contact her travel insurer for assistance.
In subsequent exchanges, Ryanair reiterated its policy on refunds, emphasizing the need for claims to be made before the flight date and supported by relevant documentation. The airline’s spokesperson reiterated the non-refundable nature of their airfares, emphasizing that passengers agree to these terms when booking flights.
This incident sheds light on the challenges faced by passengers dealing with unforeseen circumstances and the need for airlines to exercise discretion and empathy in such situations.