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Ryanair denies widow's refund request for late husband's flight

Yvonne Shields struggles to secure a refund after her husband Colin passed away before their scheduled trip.

July 28, 2025 at 08:35 AM

Ryanair told widow dead husband 'had to ask' for Edinburgh flight refund

Yvonne Shields faces difficulties in securing a refund for flights booked by her late husband.

Ryanair refuses refund request from widow of customer who passed away

Yvonne Shields encountered a distressing situation with Ryanair after her husband, Colin Shields, passed away before a scheduled flight. Colin had booked flights to Venice for a powerchair football match and covered the costs for his two essential carers. Following his death in April, Yvonne sought a refund for the flights but received incorrect information from customer support, which left her feeling frustrated and unsupported. Ryanair later acknowledged the errors in managing her refund request.

Key Takeaways

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Ryanair initially rejected a refund for two carers' tickets after the customer's death.

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Customer service agents failed to provide appropriate assistance, insisting on speaking with the deceased.

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Yvonne Shields provided necessary documentation but faced ongoing delays in obtaining a refund.

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Ryanair's handling of the situation has been labeled as lacking empathy and understanding.

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A refund of £257.58 was acknowledged but incorrectly advised to be placed in the deceased's account.

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The lack of sensitivity in airline policies can create additional emotional burdens for families in grief.

"It's frustrating, it's devastating, you feel like you're nothing."

Yvonne expressed her feelings of frustration over Ryanair's lack of support during her difficult time.

"The lack of empathy, lack of understanding, it's not a box-standard person going on a flight."

Yvonne highlighted the unique challenges of traveling with a disability and the need for sensitivity in airline policies.

This incident reveals significant shortcomings in Ryanair's customer service, particularly regarding sensitive situations involving bereaved families. The company's rigid policies may overlook the human aspect in distressing scenarios, as Yvonne's experience underlines how inadequate support can escalate the grief of a family coping with loss. The refusal to acknowledge the widow's claims complicates an already difficult process, raising questions about the airline's customer care standards.