As the Daily Mail reports, Colin Shields reserved flights to Venice in Italy last year and was to fly out in September. The man was to represent Scotland in a football match in wheelchairs.
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Colin was paralyzed four -limb after an accident 14 years ago and needed two necessary guardians who would accompany him during the flight and paid for their tickets. The man died tragically in April 2025. His wife Yvonne contacted Ryanair's customer service to inform them about the tragedy, give tickets and ask for a refund.
After two months, a resident of Glasgow received information that the reimbursement of costs in the form of just over 257 pounds (about PLN 1265) for her husband's ticket was implemented. At the same time, one of the employees of the Customer Service Office told her that she could not receive money for the other two tickets.
She wanted to recover money for tickets. Airlines made a complaint to a deceased husband
According to the 44-year-old woman, she was told that she could not receive a refund for caregivers' tickets, because it is incompatible with Ryanair's policy. Even even though Colin paid for them. When Yvonne contacted the refund again, the representative of the airline was to tell her that they could not disclose any information until they talk to the original reservoir.
This was done despite providing previous information that the reserving person is dead. In addition, the wife provided a death certificate and a document confirming that she was the contractor of the document. “I was devastated. I gave them a death certificate and all necessary documents, but I got the answer that only my husband could make a complaint. It is absurd,” said the widow, quoted by “Daily Mail”.
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Ultimately, however, Ryanair changed his position. Airlines apologized to the passenger for the situation and stated that she was “unfortunately incorrectly informed” by a customer service employee.
“Our customer service department will be happy to help this passenger to fix the error of the customer service employee and help him obtain a refund,” said spokesman Ryanair, whose words are cited by “Daily Mail”.
