I initially saw this story in the Mail:
www.dailymail.co.uk

After a bit of Googling I found her web site where she has published the letters she claims to have exchanged with Willie Walsh:

lettersofadissatisfiedwoman.com
(Scroll about half way down the page).

Since WW is not known for personally responding to complaints there must be a lot of 'journalistic licence' in there, or she has a personal connection?