A family in mourning criticized Ryanair for its lack of empathy in handling their mother’s death. The issue arose when the grieving daughter, Sophie Taylor, needed to change the name on her late mother’s ticket for an upcoming holiday in Lanzarote. Ryanair requested a fee of €115 (£100) for this change, which Sophie found insensitive given the circumstances.
Despite submitting an online complaint to Ryanair along with the death certificate, the airline’s response was a standard message insisting on the payment for the name change. Sophie expressed her disappointment, stating that receiving such a message added unnecessary distress on top of her profound loss.
Sophie had initially booked the holiday through Love Holidays, planning to travel with Jet2holidays and return with Ryanair. However, while Love Holidays and Jet2holidays waived the admin fees for the name change, Ryanair upheld its policy of charging the fee.
In a touching gesture, Sophie’s father, Peter Watkins, accompanied her on the trip to Lanzarote, keeping his late wife’s seat empty to honor her memory. Reflecting on the bittersweet experience, Peter emphasized the emotional complexity of the journey for himself and Sophie.
Ryanair defended its stance by stating that the promotional fare was non-refundable and advised customers to consider travel insurance for unforeseen circumstances. The airline also mentioned that in cases of the original passenger’s death, a full refund could be requested. The Mirror has reached out to Ryanair for further comments on the matter.