Wizz Air’s Millions in Debt to Passengers
Wizz Air, a budget airline based in Budapest, has been facing criticism and legal issues due to its rapid expansion and operational challenges. Recent reports have shown that the airline owes nearly £5 million in refunds to British passengers, resulting in condemnation from the UK’s Civil Aviation Authority (CAA).
Despite being Europe’s third-largest budget airline, Wizz Air’s rapid expansion has come with its fair share of issues, as highlighted by the significant backlog of refund payments owed to the British public. The airline has faced up to four court orders per day due to 881 county court judgements against them, amounting to nearly £5 million in outstanding refunds. Individual claims ranged from £47 to £10,358.
This failure to resolve refund payments has drawn criticism from passengers and official bodies alike, with the CAA condemning Wizz Air’s unacceptable treatment of passengers, citing significantly higher numbers of unresolved complaints compared to other airlines. Although the airline pledged to address these concerns, their performance continued to decline.
Passengers seeking compensation from Wizz Air often face challenges and delays in the claim process. While the law entitles passengers to compensation ranging from £220 to £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.
In response to mounting criticism, Wizz Air has launched a new marketing campaign focused on a “renewed commitment to customers ahead of the peak summer season.” The airline claims to have resolved the majority of CCJ cases and is in the process of updating court records accordingly. It also pledges to reduce cancellations, enhance customer experience and settle outstanding court obligations. Wizz Air aims to achieve this through 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 aims to carry an additional 15 million passengers this summer, reaching 170 percent of its pre-pandemic capacity through its Abu Dhabi hub, offering routes to 27 countries across Europe, the Middle East and the Indian Ocean. Additionally, Wizz Air has introduced a subscription service called Wizz MultiPass, providing frequent flyers with one return flight per month at a cost ranging from £4.60 to £65.
