Expressing her frustration, a woman from Dublin criticized Ryanair for lacking compassion, alleging the airline turned down her request for a £380 refund following the cancellation of her flight reservation due to a family tragedy.
Mary McHale had planned a trip from Dublin to Brussels for a girls’ weekend in December last year. Unfortunately, the sudden passing of her brother-in-law, Alan McHale, a day before her scheduled flight, prompted her to seek a cancellation. Despite contacting Ryanair immediately, she was instructed during an online chat to provide a death certificate before the flight departure.
Facing difficulties obtaining the required documentation promptly and being preoccupied with supporting her grieving husband, Colin, Mary was denied the refund by Ryanair, leading to her disappointment and anger.
In her words to Need to Know, Mary expressed her outrage, stating, “There was no compassion shown, regardless of the severity of my situation. I have decided to refrain from flying with Ryanair in the future. Alan’s unexpected passing occurred just three days before my scheduled flight.”
She elaborated, “The funeral coincided with the planned trip. It was inconceivable for me to leave my husband during such a time. Obtaining a death certificate under those circumstances was impractical. Even if we had managed to secure it, I couldn’t bring myself to ask the grieving family for it just to claim a refund.”
Mary’s distress was exacerbated as she navigated the refund dispute with Ryanair while mourning her brother-in-law’s passing, adding unnecessary stress to an already challenging period.
Recalling the circumstances, she shared, “Alan’s death, resulting from Motor Neurone Disease complications, occurred abruptly. Amid organizing the funeral arrangements, I couldn’t bring myself to burden my sister-in-law for the necessary paperwork while she was mourning her husband.”
Expressing her frustration, she emphasized, “This ordeal was immensely stressful and added to our grief. I chose not to disclose this to the family to avoid causing further distress. Despite my efforts to follow up with Ryanair, they ceased communication and closed the case. There is a definitive need for a reevaluation of their management and a call for discretion in such situations.”
According to a chat message, a Ryanair representative informed her, “Ryanair tickets are non-refundable as per our Terms and Conditions agreed upon at the time of purchase. Changes to flights can be made prior to the travel date with applicable fees.”
Despite Mary’s continued dissatisfaction, a follow-up message reiterated Ryanair’s stance, emphasizing the need to adhere to the Terms and Conditions, including submitting the death certificate before the flight date for any refund consideration.
Responding to the situation, a Ryanair spokesperson clarified, “All Ryanair air fares are non-refundable, as per the Terms and Conditions agreed upon by the passenger at the time of booking for the Dublin to Brussels return flight on 18 December 2024.”
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