Joe McGrann had difficulty with Ryanair’s customer service
“I read with interest the piece from Marie Kinsella, in Tallaght, on February 28th about Ryanair’s commitment to situations of family bereavement. I was even more interested in Ryanair’s response.
“I did check its policy at the time of my family’s bereavement. However, I believe we have been badly let down by its inability to respond to repeated requests to close the issue and refund the flight costs in question.
“I attach copies of the last correspondence I had with Ryanair (following a letter I sent on July 16th begging them to respond). I forwarded the attached letter to its refunds deptartment (at its request).
This letter, from September 2008, has been ignored, following a pattern of previous letters and faxes I had forwarded during the summer of 2008. I would be extremely interested if The Irish Times managed to solicit a response, especially as Ryanair now has an original copy of my father-in-law’s death certificate, which it of course never returned to me.”
Stephen McNamara of Ryanair responds “Ryanair has not received a death certificate in this case. Ryanair replies to all passenger correspondence received, usually with seven working days, and had initially contacted this passenger to request a copy of the death certificate, but this was never delivered to Ryanair.
“Ryanair’s website clearly states the methods of contacting Ryanair and also clearly highlights that passengers should not send original documents to Ryanair as they cannot be returned. Ryanair has now provided a full refund to this passenger in order to bring this matter to a close.”
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