Rhianna Benson
A Ryanair passenger was recently left heartbroken after the budget airline refused to refund flights booked for her deceased husband.
Following an accident that occurred 14 years ago, Yvonne Shields' husband Colin became tetraplegic, and needed two essential carers to accompany him anytime he flew via air travel.
In 2024, he was invited to fly out to Venice, Italy the following September, to represent Scotland at a powerchair football match.
Tragically, however, Colin never made it onto the flight, and died of a bleed to his brain in April of this year.
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Naturally, following her husband's death, Glasgow-based Yvonne contacted Ryanair in the hope of obtaining a refund for both his flights, and the flights of his two carers - which the family had to pay for.
"He booked them through a company, it's not like it's personal carers, we don't know these people," she told press recently. "He paid for their tickets too, it was all through him."
After making her request, however, the 44-year-old was informed by a representative of the budget airline that, whilst she could be refunded for Colin's £258 flights, it wouldn't be possible to issue a refund for the carers' tickets.
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The Ryanair staff member reportedly explained to Yvonne that to issue the further two refunds would go against the company's policies.
Weeks later, the widow was even further dismayed to discover that she was never actually given her money back for her late husbands' flights.
After getting back in touch with the airline, the mum was told that they wouldn't be able to provide her with any information on the whereabouts of her refund unless she put them in touch with the original booker of the flights - Colin.
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Despite being informed that the 'booker is dead', and providing the team with a death certificate and proof that she is the executor of her husband's will, Ryanair representatives still refused to speak with her.
"I told them back in April that he passed so there should be no reason why they can't refund it," she explained. "I can't get in contact with these carers because the contract ended, but they didn't pay for the tickets, Colin paid for the tickets.
"They said 'I can't disclose any information with someone not tied to the booking', even though they were discussing it with me in the past. They said 'we would need the passengers to contact us to process', but I don't have passengers to contact."
Yvonne continued: "They said there's nothing else we can help you with and ended the chat."
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According to the mother-of-two, the airline's lack of compassion triggered her to break down into tears, topping off the grief she already feels following her husband's death.
"I burst into tears because I have quite a lot to deal with right now since Colin passed. It's a lot," she admitted. "It's not like you're getting this clean slate to start again. I constantly have to deal with things.
"I've got two kids as well, 14 and 17, and it's dealing with their emotions as well."
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Yvonne continued of Ryanair staff members: "The fact they're not even giving me the money back is infuriating. It's like bashing your head on a brick wall. They're trying to speak to someone that isn't here, it's an unreasonable request.
"It's frustrating, it's devastating, you feel like you're nothing. We've dealt with so much because of his disability. Things are always that little bit tougher, harder."
After being contacted for comment by Kennedy News & Media, a spokesperson from Ryanair issued a statement.
"Mr Shields was due to travel from Edinburgh to Venice on 16 Sep' 25 but passed away prior to this flight," it said.
"Mrs Shields attempted to submit a refund request (26 Apr) and was advised to submit a death cert and proof of executorship.
"On 30 Jun, Mrs Shields was informed that a refund (£257.58) was issued and was regrettably incorrectly advised by a customer service agent who wrongly believed that the other two passengers on the booking were not entitled to a refund.
"Our Customer Service Department would be happy to further assist this passenger to correct this customer service agent's error and assist this passenger with their refund."