Ryanair has sparked fury after it refused to change the name on a bereaved woman’s plane ticket without a fee following the death of her mother.
Sophie Taylor, from Chudleigh, Devon, expressed her dismay after the airline said she would need to pay £100 to alter the name on her late mother’s ticket.
In October 2024, Ms Taylor purchased two tickets from Ryanair as part of a package holiday to Lanzarote to celebrate her mother Sharon Watkins’ 60th birthday.
However, tragedy struck when Mrs Watkins died in August, just two months before the trip was due to take place, after a 12-year battle with neuroendocrine cancer.
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The grieving daughter was shocked to be met with a triple-figure price tag to change the name on the ticket to that of her father’s.
Ms Taylor explained she had filed a complaint online with Ryanair, including pictures of her mother’s death certificate, but was met with a "generic message" instructing her that payment would be needed in line with the airline’s policy.
"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,” the bereaved daughter shared.
"My whole world came crashing down when I lost my mum, but to have that on top of everything else was just awful,” she despaired.
Ryanair have been slammed after charging woman to change name on ticket following her mother's death
|GETTY
Her father, Peter Watkins, explained that the experience with Ryanair had further added to the distress of losing his wife.
"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.
“You don't need that emotional turmoil, as you are already in emotional turmoil,” the grieving husband explained to the BBC.
Mr Watkins accompanied his daughter to Lanzarote but chose to keep his wife's return seat to prevent it from being resold, instead booking a separate seat on the same flight for £52.
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Ms Taylor says she was told she would need to pay £100 tp change the name on her late mother's ticket
|GETTY
Ms Taylor originally purchased her tickets from the online travel agent Love Holidays, including an October 2 flight from Bristol Jet2holidays and a return a week later with Ryanair.
Following the sad death of her mother, Ms Taylor praised the response of the travel agent and airline compared to Ryanair.
She said that Love Holidays and Jet2holidays were "absolutely amazing and waived the admin fees" for the name change, but Ryanair did not.
The travel agent said that they waive the usual amendment fees in the event of a medical issue or bereavement as a matter of policy.
Ms Taylor had booked flights to Puerto Del Carmen in Lanzarote as part of a package deal
|GETTY
For their part, Ryanair said the package sold to Ms Taylor by Love Holidays was a non-refundable promotional fare and recommended customers take out travel insurance.
The airline pointed out that, as the original passenger had died, the family could apply for a full refund and rebook.
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