Ryanair has been forced to apologise after a shocking customer service blunder left a widow distraught. The budget airline told the grieving woman that her deceased husband would need to apply for an £827 refund himself.
The incident, which has sparked outrage, occurred when the widow contacted Ryanair to cancel her late husband's flight and request a refund. Instead of offering condolences or assistance, the airline's customer service team sent a cold, automated response stating the passenger must apply in person.
A spokesperson for Ryanair later stated: "We sincerely apologise for this insensitive response. Our customer service team should have shown more compassion in this difficult situation."
The airline has since processed the refund and offered additional compensation to the widow. However, the case has raised serious questions about Ryanair's customer service protocols when dealing with bereaved customers.
Public Outrage Grows
Social media users have expressed fury at the airline's initial response, with many calling for better training of customer service staff in sensitive situations. One Twitter user wrote: "This is beyond heartless - where is their basic human decency?"
The controversy comes as Ryanair faces increasing scrutiny over its customer service practices. Earlier this year, the airline was criticised for similar insensitivity towards passengers affected by family bereavements.
What Ryanair Needs to Change
Consumer rights experts suggest airlines should:
- Implement special bereavement protocols
- Train staff in compassionate communication
- Simplify refund processes for grieving families
- Remove automated responses for sensitive cases
The Civil Aviation Authority has been notified about the incident and may investigate whether Ryanair breached consumer protection regulations.
