Aer Lingus Rotten Customer Services

I will NEVER book a Flight with Aer Lingus again, My Mother and Son were booked on a flight to Shannon, unfortunately for personal reasons they were unable to go. I contacted Aer Lingus by email to inform them of this, as my Mother made the booking with her Credit Card and she has been in hospital we were unable to check for a refund, I have since contacted their Customer Services (when they finally answered the phone) this is what transpired, out of a Charge of £475.86 she is entitled to £90.00 refund, they keep the ticket fee obviously, however they also keep the £152..90 Taxes, pre bag hand fee £48.00, seating fee £20.00 and Handling fee £24.00. I had a very strained conversation with a operative called Kaitlin who advised me I look up their Terms and Conditions, this is what I have found “If you do not travel, you may apply in writing for a full refund of taxes, fees and charges paid, in which case the refund may be subject to a reasonable administration charge." However I have since called again to confirm their Customer Relations address, this time I was informed by Monica that because it was out of the 30 day Period we are entitled to nothing, Confused? Monica advised me that it was somewhere in their Terms and Conditions but not on the website and she didn,t know where. Appalling is a word that comes to mind, however I shall write to them and I post their response on this site as well as all the others sites I shall be visiting.