Can anyone offer guidance ? I have copied my correspondence with Ryanair below, self explanatory

GrumpyYorkshireman999

I’m hoping you can help me as I deal with a very sad situation at home. I had a webchat with John P (5/4/2022 - 10am) when I explained my situation and he suggested I write to you via this form for assistance. We have experienced an unexpected bereavement just before last weekend (my wife’s best friend) and the funeral is next week so unfortunately, we won’t be able to go on holiday. I’ve cancelled what I can but as she wasn’t direct family I can’t claim on my insurance and I have already lost over £2,000 on the cost of the villa and car hire. I booked and paid for our return flights to Lanzarote last November at a cost of £2,222.87 so I called your customer services today as I was hoping to change my flights to the same dates next Easter 2023 (8th – 15th April 2023) but they aren’t available to book. To avoid losing the cost of the flights I have moved them to 2, October 2022 flights costing the same, and plan to move them again when April 2023 flights are released. As a result I have incurred change fees of £360 and will incur the same again once the April 2023 flights are released. Is there any way these can be waived/refunded given the circumstances? I am a big fan of Ryanair and have used you for years. Thanks in advance for your help at this very difficult time for the family

RESPONSE

I wish to inform you that Ryanair tickets are non- refundable. This is clearly stated in our Terms and Conditions, agreed to at the time of purchase. Changes to flight dates, routes, times and customer names can be made online or by contacting our Customer Services Department prior to the initial date of travel. Change fees and possible fare difference will apply. I sympathise with your circumstances but I am not in a position to process your refund request and recommend that you contact your travel insurer with regard to this matter.

MY REPLY

What a disappointing response given the circumstances. You clearly haven’t read my comments particularly as you tell me to contact my insurer and I explained as the bereavement wasn’t direct family we can’t claim. To be clear I wasn’t asking for a refund, I was letting you know I wanted to book the same dates next year but as they’re not available yet I have to transfer my flights twice, not once, so am actually paying £720 to transfer not £360. I was simply asking if you would waive one of the transfer charges so I only pay £360, which I have no issue with.

NoodleDoodleMan

Ryanair are not noted for being sympathetic, sadly that is the reality of your situation.

They are applying the Ts&Cs accordingly.

Is your booking for the villa and car hire not separate from the flights, and would therefore be covered by travel insurance ?

Upsidedownandaround

According to their terms and conditions you are liable to pay these fees.
Understandably given the circumstances you have asked for them to make an exception for you.
They have declined to make an exception for you. 

I don’t think there is anything further you can do with regards to Ryanair.

GrumpyYorkshireman999

Thanks for the feedback, yes the car and villa are separate but as the bereavement isn’t direct family the cancellation insurance doesn’t cover it, it’s also 3 days before we were supposed to arrive. I guess it’s just an unfortunate situation, I recognise and accept the T&C’s I was just looking for some sympathy.

NoodleDoodleMan

A sad story all round.

A bit off topic -  we were in Malta in April 2010 when the Icelandic volcano eruption grounded our return flight - we were on a Thomas Cook package, they looked after us well and we got an extra 4 days in the same hotel with same board basis and TC chartered an Air Malta plane to get everybody back home.

Contrast that with Ryanair - O'Leary came on Sky News and declared that they had no obligation to passengers in these circumstances.

Later that day he re-appeared and made a revised statement indicating steps they were taking to help stranded clients.

Obviously Ryanair's lawyers had quickly advised him that he had gobbed off prematurely - and that they did have obligations to address.

Upsidedownandaround

NoodleDoodleMan said:

A sad story all round.

A bit off topic -  we were in Malta in April 2010 when the Icelandic volcano eruption grounded our return flight - we were on a Thomas Cook package, they looked after us well and we got an extra 4 days in the same hotel with same board basis and TC chartered an Air Malta plane to get everybody back home.

Contrast that with Ryanair - O'Leary came on Sky News and declared that they had no obligation to passengers in these circumstances.

Later that day he re-appeared and made a revised statement indicating steps they were taking to help stranded clients.

Obviously Ryanair's lawyers had quickly advised him that he had gobbed off prematurely - and that they did have obligations to address.

Obviously Ryanair should try and maintain the standards of a package holiday company who ended up going bust and leaving thousands of holiday makers in the lurch.

NoodleDoodleMan

Upsidedownandaround said:

NoodleDoodleMan said:

A sad story all round.

A bit off topic -  we were in Malta in April 2010 when the Icelandic volcano eruption grounded our return flight - we were on a Thomas Cook package, they looked after us well and we got an extra 4 days in the same hotel with same board basis and TC chartered an Air Malta plane to get everybody back home.

Contrast that with Ryanair - O'Leary came on Sky News and declared that they had no obligation to passengers in these circumstances.

Later that day he re-appeared and made a revised statement indicating steps they were taking to help stranded clients.

Obviously Ryanair's lawyers had quickly advised him that he had gobbed off prematurely - and that they did have obligations to address.

Obviously Ryanair should try and maintain the standards of a package holiday company who ended up going bust and leaving thousands of holiday makers in the lurch.

Totally different scenario.

Ryanair in 2010 weren't in liquidation, or approaching it.

Perhaps I'm being unfair on Ryanair's reputation for customer service, which as we all know is exemplary and above reproach ?

They don't offer regular package holidays now either.

pred02

I am sorry about these unfortunate circumstances and your loss. 

melb

could you ask for a credit note instead?  then you could keep your eye on the prices and maybe book at a cheaper rate and also not incur any transfer charges.

Upsidedownandaround

NoodleDoodleMan said:

Upsidedownandaround said:

NoodleDoodleMan said:

A sad story all round.

A bit off topic -  we were in Malta in April 2010 when the Icelandic volcano eruption grounded our return flight - we were on a Thomas Cook package, they looked after us well and we got an extra 4 days in the same hotel with same board basis and TC chartered an Air Malta plane to get everybody back home.

Contrast that with Ryanair - O'Leary came on Sky News and declared that they had no obligation to passengers in these circumstances.

Later that day he re-appeared and made a revised statement indicating steps they were taking to help stranded clients.

Obviously Ryanair's lawyers had quickly advised him that he had gobbed off prematurely - and that they did have obligations to address.

Obviously Ryanair should try and maintain the standards of a package holiday company who ended up going bust and leaving thousands of holiday makers in the lurch.

Totally different scenario.

Ryanair in 2010 weren't in liquidation, or approaching it.

Perhaps I'm being unfair on Ryanair's reputation for customer service, which as we all know is exemplary and above reproach ?

They don't offer regular package holidays now either.

Not at all.

It's a strange choice to contrast their customer service with a company that ended up going bust with over a billion pound of debt leaving 150,000 of it's customers stranded abroad.