A Dublin woman expressed her frustration with Ryanair, alleging a lack of compassion from the airline after they declined her request for a £380 refund following the cancellation of her flight due to a family bereavement. Mary McHale had planned a trip from Dublin to Brussels for a girls’ weekend in December last year but had to cancel at the last minute due to the sudden passing of her brother-in-law, Alan McHale, at the age of 61.
McHale immediately contacted Ryanair to cancel her booking, but was informed through online chat that she needed to provide a death certificate before the flight departure. Struggling to obtain the necessary document promptly and occupied with supporting her grieving husband, Ryanair refused to grant her the refund.
Expressing her discontent, Mary stated that despite the circumstances, Ryanair showed no interest or empathy in her situation. She emphasized that she was not willing to ask her grieving family for the death certificate amidst the funeral preparations and emotional turmoil. Despite her attempts to appeal to Ryanair, the airline insisted on the strict requirement of providing the death certificate before considering a refund, causing additional distress during an already trying time.
The airline worker informed Mary that Ryanair tickets are non-refundable according to their Terms and Conditions, suggesting she contact her travel insurer for assistance. Despite her persistence, Ryanair maintained their stance, citing the policy that refund claims must be made before the flight date with the necessary documentation.
Responding to the incident, a Ryanair spokesperson reiterated their policy of non-refundable airfares, highlighting that the passenger agreed to these terms at the time of booking. The airline maintained that the passenger was not entitled to a refund for the Dublin to Brussels return flights in December 2024 based on their Terms and Conditions.