Wizz Air owes millions of euros to passengers

Wizz Air, a Budapest-based ultra-low-cost carrier, has faced criticism and legal issues due to its rapid expansion and operational challenges. It has been revealed that the airline owes nearly GBP 5 million in refunds to British passengers.

The UK’s Civil Aviation Authority (CAA) condemned Wizz Air for its appalling treatment of passengers and a high number of unresolved customer complaints. Despite its success as Europe’s third-largest budget airline, the rapid expansion has come with its fair share of issues, writes Sunday Times.

Unmet reimbursement obligations

Wizz Air’s business scheme resulted in a significant backlog of refund payments owed to the British public. Despite the airline’s assurances that it was actively addressing outstanding county court judgments (CCJs), as of 5 May 2023, up to four court orders per day were still being issued against Wizz Air. Investigation into the matter revealed a staggering total of 881 CCJs against the airline. This amounted to nearly GBP 5 million in outstanding refunds. Individual claims ranged from GBP 47 to GBP 10,358.

This failure to resolve refund payments has drawn criticism from passengers and official bodies alike. In December, the UK’s Civil Aviation Authority (CAA) condemned Wizz Air for its unacceptable treatment of passengers. It highlighted, for instance, the significantly higher number of unresolved complaints compared to other airlines. To address these concerns, the CAA granted Wizz Air a deadline until January to settle the CCJs. However, the airline’s performance continued to decline.

Passengers seeking compensation from the airline often face challenges and delays in the claim process. While the law entitles passengers to compensation ranging from GBP 220 to GBP 520 for flight delays of two hours or more, Wizz Air’s resolution process has been slow and inefficient. Some passengers have been waiting for refunds since April 2018.

Wizz Air’s response

In response to the mounting criticism, Wizz Air launched a new marketing campaign focused on a “renewed commitment to customers ahead of the peak summer season” with the slogan “The Future is PINK — Punctual, Innovative, New, and Knowledgeable.” The airline pledges to reduce cancellations, enhance customer experience and settle outstanding court obligations.

Wizz Air claims to have resolved the majority of CCJ cases and is in the process of updating court records accordingly. It asserts that all passengers will be reimbursed as soon as possible. The airline acknowledges its failure to meet service standards in the past, citing operational challenges during the pandemic. It also claims to have implemented significant changes, both structurally and organisationally, to improve customer service.

Despite the challenges faced, Wizz Air remains undeterred and plans to expand its operations. The airline predicts carrying an additional 15 million passengers this summer, reaching 170 percent of its pre-pandemic capacity. It aims to achieve this through an Abu Dhabi hub, offering routes to 27 countries across Europe, the Middle East and the Indian Ocean. Wizz Air has also introduced a subscription service called Wizz MultiPass, providing frequent flyers with one return flight per month at a cost ranging from GBP 4.60 to GBP 65.

Source: Sunday Times