A Ryanair passenger was recently devastated when the budget airline declined to refund the flights she had booked for her late husband.

After an accident 14 years ago, Yvonne Shields' husband Colin became a tetraplegic and required two essential carers to accompany him whenever he traveled by air.

In 2024, he was invited to travel to Venice, Italy in September to represent Scotland in a powerchair football match.

Tragically, Colin never boarded the flight and passed away from a brain bleed in April this year.

Following her husband's passing, Yvonne, who resides in Glasgow, reached out to Ryanair in hopes of securing a refund for his flights and those of his two carers, which the family had paid for.

Colin had planned to travel to Venice with two carers (Kennedy News & Media)

"He booked them through a company; it's not like they were personal carers, we didn't know these individuals," she explained to the media recently. "He paid for their tickets too; it was all arranged through him."

However, after making her request, the 44-year-old was informed by a representative of the airline that while she could receive a refund for Colin's £258 flights, the carers' tickets would not be refundable.

The Ryanair representative reportedly told Yvonne that issuing the additional two refunds would contravene company policy.

Weeks later, Yvonne was even more distressed to find out that she had not actually received the refund for her late husband's flights.

Upon contacting the airline again, the mum was informed that they could not provide any information about her refund's status unless they could speak with the original booker of the flights—Colin.

The airline agreed to refund Colin's flight, but not his carers' (Kennedy News & Media)

Despite informing them that the 'booker is deceased', and providing a death certificate along with proof of her executorship of her husband's will, Ryanair representatives still refused to communicate with her.

"I told them back in April about his passing, so there should be no reason for withholding the refund," she explained. "I can't contact these carers because the contract ended, and they didn't pay for the tickets; Colin did."

"They said 'I can't disclose any information to someone not associated with the booking', even though they had previously discussed it with me. They insisted 'we need the passengers to contact us to process', but I have no passengers to contact."

Yvonne continued: "They said there's nothing more we can assist you with and ended the chat."

According to the mother-of-two, the airline's lack of empathy led her to break down in tears, compounding the grief she already experiences after her husband's death.

The airline closed Yvonne's case (Kennedy News & Media)

"I burst into tears because I have a lot to handle right now since Colin passed. It's overwhelming," she admitted. "It's not like you're getting this clean slate to start anew. I constantly have to deal with things.

"I have two kids as well, aged 14 and 17, and I'm dealing with their emotions too."

Yvonne continued about the Ryanair staff: "The fact they're not even returning the money is infuriating. It's like hitting your head against a brick wall. They're trying to communicate with someone who isn't here, which is an unreasonable demand.

"It's frustrating, it's devastating, and you feel like you're insignificant. We've dealt with so much due to his disability. Everything is always a bit more challenging, harder."

After being contacted for comment by Kennedy News & Media, a spokesperson from Ryanair released a statement.

"Mr Shields was scheduled to fly from Edinburgh to Venice on 16 Sep' 25 but unfortunately passed away before the flight," it stated.

A spokesperson from Ryanair issued a statement (Kennedy News & Media)

"Mrs Shields attempted to submit a refund request (26 Apr) and was advised to provide a death certificate and proof of executorship.

"On 30 Jun, Mrs Shields was informed that a refund (£257.58) had been issued, and was regrettably misinformed by a customer service agent who incorrectly believed that the other two passengers on the booking were not eligible for a refund.

"Our Customer Service Department would be pleased to further assist this passenger to rectify this customer service agent's mistake and assist this passenger with their refund."