Ryanair passenger 'absolutely fuming' amid huge battle for £380 refund

A woman says she is "fuming" with Ryanair for a lack of "empathy" claiming the airline refused a £380 refund after she cancelled a booking due to a family bereavement.

Mary McHale was due to fly from Dublin to Brussels for a girls weekend away in December last year but sadly, one day before she was due to fly, her brother-in-law Alan McHale, passed away suddenly, aged 61. The 54-year-old claims she reached out to Ryanair immediately to request a cancellation and was told via online chat that she needed to provide a death certificate before the flight took off.

She claims she couldn't get her hands on a death certificate that soon and was also busy supporting her husband, Colin, 55, in his grief, which led to Ryanair refusing her £380 refund.

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"I'm absolutely fuming," Mary, from Dublin, told Need to Know. "There's no empathy. It didn't matter how sad my case was, they weren't interested. I'll never fly with Ryanair again. Alan passed away suddenly three days before I was due to fly.

"The funeral service would be on the morning of the holiday. There was no way I was leaving my husband. A death certificate is a very official document and we couldn't get it in time. Even if we could, there was no way I was going to ask the family for it while they were grieving so I could get a refund.

"I tried to appeal to Ryanair and said it wasn't physically possible to get the certificate. We didn't get it until January." Mary says battling Ryanair while grieving only added to her heartbreak and made an already difficult time even more stressful.

She said: "Alan had Motor Neurone Disease and ended up getting an infection and pneumonia so it was quite sudden in the end. We were trying to organise the service. I couldn't ask my sister-in-law for it while she was grieving her husband.

"I was grieving too. This was the last thing we needed. It was so stressful and I'm so frustrated by it. I didn't even mention it to the family because I didn't want to make them feel any worse. I kept chasing Ryanair up but they stopped talking to me and closed the case. There needs to be a management review. There need to be some discretion."

In a online chat message, a Ryanair worker allegedly told her: "I wish to inform you that Ryanair tickets are non- refundable. This is clearly stated in our Terms and Conditions, agreed to at the time of purchase.

"Changes to flight dates, routes, times and customer names can be made online or by contacting our Customer Services Department prior to the initial date of travel. Change fees and possible fare difference will apply.

"I sympathise with your circumstances but I am not in a position to process your refund request and recommend that you contact your travel insurer with regard to this matter."

In a follow-up message she claims was told: "Whilst I have noted your continued dissatisfaction, I regret that the position remains unaltered. As per our previous correspondence, as the Terms and Conditions state clearly.

"You must make your claim before the date of the flight and provide a copy of the death certificate", therefore I cannot accede to your refund request."

A Ryanair spokesperson said: "All Ryanair air fares are non-refundable.

"This passenger was correctly advised that she is not entitled to a refund for her Dublin to Brussels return flights (18 December 2024) as per Ryanair's T&C's, which this passenger agreed to at the time of booking."