A family from Devon has accused Ryanair of showing “no empathy” after being told to pay £100 to change the name on a ticket following the death of a mother. Sophie Taylor had booked a trip to Lanzarote with her mother, Sharon Watkins, to celebrate Sharon’s 60th birthday.
Family Shocked by Ryanair’s Response
After Sharon passed away two months before the holiday, Sophie contacted Ryanair to transfer the ticket to her father’s name. Even after submitting the death certificate, the family received what they called a “generic message” demanding a £100 name-change fee.
Sophie said the demand added to their pain. “Being asked for money when you’re grieving was just awful,” she said. Her father, Peter Watkins, added that the situation caused “unnecessary emotional turmoil.” To avoid having Sharon’s seat resold, he chose to buy a new ticket for £52 instead of cancelling.
Other Companies Show Compassion
Love Holidays, which arranged the trip, and Jet2holidays both waived their administrative fees out of compassion, citing bereavement policies. Ryanair, however, insisted that its fares are non-refundable and all name changes carry a fixed fee under its rules. The airline said customers can request a refund for the deceased passenger’s ticket and rely on travel insurance for such cases.
Calls for Compassion in Airline Policies
The case has reignited criticism of Ryanair’s strict approach to customer service. Consumer groups say airlines must adopt clear and compassionate bereavement policies to spare families from added distress during already difficult times.
