UK Civil Aviation Authority took enforcement action against Wizz Air last year following significant concerns over high volumes of complaints about the airline not paying passengers what they are owed and failing to meet its passenger rights obligations.
Passengers were left frustrated because they believed the airline had failed to meet its passenger rights obligations, particularly around providing alternative flights to enable passengers to get to their destinations when their flight had been cancelled.
Passengers also felt Wizz Air was not providing appropriate care when flights were significantly delayed.
The undertakings required Wizz Air to make changes to its policies to ensure that in future it consistently complies with its re-routing and care obligations.
Wizz Air was also required to review previously assessed claims it received for replacement flight costs, transfers when replacement flights were via different airports, and care and assistance (typically hotel costs) following flight disruption.
The airline cooperated with the action and has now completed its review of claims. This has led to more than 25,000 claims being re-examined, and additional payments given in around 6,000 cases.
Paul Smith, Consumer Director at the UK Civil Aviation Authority, said:
“This is good news for passengers and our concerns have been validated by the outcome of our actions.
“While we welcome the steps taken by Wizz Air after falling short in its treatment of disrupted passengers, airlines should routinely look after passengers and uphold their rights when flights are delayed and cancelled.
“Passengers have every right to expect their claims to be resolved quickly, efficiently and in line with the regulations. These outcomes will now provide Wizz Air’s passengers with a better experience.”
The regulator’s action covered claims made for flights due to depart from or arrive into a UK airport on or after 18 March 2022.
