Overview

• Yvonne Shields applied on April 26 for a refund of her late husband Colin’s £827 booking from Edinburgh to Venice, including two carers’ fares.
• On June 30 Ryanair agreed to refund £257.58 but wrongly directed the amount to her husband’s Ryanair wallet instead of her original payment card.
• Customer service agents refused to process Shields’s request unless they spoke with the deceased original booker, despite her providing his death certificate and executorship documents.
• The airline’s policy limiting refunds to the original passenger led to the exclusion of two carers’ tickets even though Colin had paid for all three seats.
• Ryanair has formally acknowledged its customer service failures, apologized for the misadvice and mobilized a support team to ensure Shields receives the full amount due.