A family have slammed Ryanair after claiming they were shown a total lack of empathy when trying to change plans following a tragic bereavement. Sophie Taylor, from Chudleigh, Devon, purchased two tickets with the airline in October 2024 as part of a package holiday to Lanzarote for her mum Sharon Watkins’ 60th birthday celebration.
The family were left reeling in total shock when her mum unexpectedly died in August, two months before the holiday was due to take place. But when Ms Taylor requested to change the name on her mother’s ticket to her father Peter’s name, she was told she would have to pay a €115 (£100) ‘name change fee’. Ryanair has since responded saying they offered Ms Taylor the option to change the name – but on payment of the fee. Ms Taylor bought the holiday through Love Holidays, and was due to fly from Bristol on October 2 with Jet2holidays and return a week later with Ryanair.
She said both Love Holidays and Jet2holidays were “absolutely amazing and waived the admin fees” for the name change, but Ryanair did not for the return journey.
Love Holidays said in the event of a medical issue or bereavement, its policy is to waive its usual amendment fees.
Ms Taylor submitted an online complaint to Ryanair, which included photographs of the death certificate, but the airline responded with a “generic message” which said it was policy and the payment would be needed.
She explained: “On top of losing the most important woman in my life, I didn’t need to be told by a generic message that they wanted more money.
“My whole world came crashing down when I lost my mum, but to have that on top of everything else was just awful.”
Her father Peter Watkins said his wife had suffered with neuroendocrine cancer for about 12 years before her death in August.
“Lanzarote Puerto Del Carmen was a special place, somewhere we visited some 15 or 16 times, so the return for myself and Sophie was somewhat very mixed emotions,” he said.
Mr Watkins travelled with his daughter to Lanzarote but decided not to cancel his wife’s return seat to prevent it from being resold, instead booking a separate seat on the same flight for £52.
He said: “You don’t need that emotional turmoil, as you are already in emotional turmoil.”
Ryanair said the package was sold by Love Holidays as a non-refundable promotional fare and recommended customers take out travel insurance.
The airline added that as the original passenger had died, the family could apply for a full refund.
Ryanair said: “This package was sold to the passenger by Love Holidays who booked a non-refundable promotional fare. As the fare is non-refundable, we recommend customers take out travel insurance for cases such as this.
“Ms Taylor requested a name change on 24 Aug and 5 Sept and was offered this facility upon payment of our name change fee.
“She chose not to avail of the service and instead buy a cheaper one-way fare, which offered her even better value.
“As the original passenger Ms Watkins has passed away, Ms Taylor can apply for a full refund of Ms Watkins fare.”