A family said they were shown a lack of empathy by an airline following a bereavement.
Sophie Taylor, from Chudleigh, Devon, purchased two tickets with Ryanair in October 2024 as part of a package holiday to Lanzarote for her mum Sharon Watkins’ 60th birthday celebration.
Sadly, her mother died in August, two months before the holiday was due to take place. When Ms Taylor requested to change the name on her mother’s ticket to her father’s name, she was told she would have to pay a €115 (£100) name change fee.
Ryanair said it offered Ms Taylor the option to change the name on payment of the fee.
Ms Taylor bought the holiday through Love Holidays, and was due to fly from Bristol on 2 October 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.
Love Holidays said in the event of a medical issue or bereavement, its policy is to waive its usual amendment fees. Jet2Holidays have been approached for comment.
She added she 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.
Ms Taylor said: “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.
