Ryanair changes course on grieving family's holiday
Published 28/08/2013 | 05:36
LOW cost airline Ryanair dramatically rowed back on a decision to charge Ann Knight €110 to change Lisa's name on a flight ticket just hours after being contacted by The Kerryman on Tuesday.
Ann and Lisa had planned to travel to Lanzarote on September 7, but their plans were shattered when Lisa died tragically in July.
After initially being mistakenly told by her travel insurance company that she was not entitled to a refund after Lisa's tragic death, Ann chose to bring her sons on the trip instead to honour their sister's plans.
Ann contacted Ryanair and explained the reason for the change of name and forwarded Lisa's death certificate to the airline. On Friday last she received a letter informing her that the transfer fee of €110 would stand, as it could only be waived if a person had died within 28 days of travel.
However, within hours of being contacted by The Kerryman on Tuesday, a Ryanair representative phoned Ann to tell her the letter had been sent in error and that the airline would be refunding the €110 fee.
"I got a letter on Friday telling me the €110 is not refundable because of item 10.3 of their conditions of carriage, which says they will only refund on the death of an immediate family member within 28 days of travel," Ann said. "They told me they were sorry for my loss, but given the circumstances I thought they would have shown a bit more compassion. On Tuesday, however, they rang and told me the letter was sent in error and that I would get a refund."
The Kerryman had not received a comment from Ryanair at the time of going to press.