Tina McDermont, 45, was left out of pocket and heartbroken when Ryanair refused to refund her £350 holiday to Alicante, Spain, after her 18-year-old son, Billy, died in a tragic accident. The trip was scheduled for August 30, but Billy passed away on August 19, just 11 days before the planned departure.
According to Ryanair's bereavement policy, passengers are eligible for travel credit if an immediate family member dies up to ten days before the flight. As Billy's death occurred 24 hours outside this specified window, Tina was informed she was not entitled to a refund.
McDermont, who had intended to use the refunded money to help cover funeral costs, described the airline's stance as "greedy," "inhuman," and "petty." She expressed her devastation and feeling of insult, stating that the airline's rigid policy exacerbated her grief.
"If he'd died a day later, I would've got my money back. It's disgusting and petty," McDermont said. "It was like a slap in the face. It should be done by a case by case basis. It's a blanket policy, but it isn't human."
She recounted her attempts to resolve the issue, including providing Billy's death certificate and engaging with customer support via the app. McDermont felt that the airline was passing responsibility by suggesting she contact her travel insurance, a step she found unsatisfactory.
McDermont called for Ryanair to review its policies and incorporate a special circumstances clause for close family members, emphasizing the need for compassion. She stated that she would no longer fly with the airline.
In response, a Ryanair spokesperson reiterated the airline's policy, confirming that the bereavement occurred outside the ten-day window and thus the passenger was not entitled to travel credit. The spokesperson also noted that the passenger was advised to submit a claim through her travel insurance provider.