Sue Johnson sent a message to Michael OLeary that said:
Hello Michael, I have paid for a flight which was due to fly in March in the amount of £479. However I am unable to get a refund as you have changed your policy in respect of refunds. I REALLY need the refund as we are short of money. Please please please can you email me back to arrange the refund, your customers need to be treated with care and consideration.
Sue Johnson
