Wizz Air faces enforcement action in response to passenger complaints in the UK

Published: 2023-07-28

Wizz Air, a low-cost airline, is facing enforcement action by the UK Civil Aviation Authority due to numerous passenger complaints regarding the airline's failure to provide proper compensation for cancelled or delayed flights. The regulator has been in contact with Wizz Air for several months and has instructed the airline to make changes to its policies and procedures to ensure compliance with passenger rights obligations.

Passengers have lodged numerous complaints against Wizz Air for not meeting their rights when flights were cancelled or delayed. This has led to a significant number of County Court Judgements against the airline in the past nine months. As a result, the UK Civil Aviation Authority has taken action to address these concerns and ensure consistent compliance with re-routing and care obligations.

Wizz Air has engaged with the regulator and has committed to implementing changes to its policies, procedures, and passenger communications. The airline will also reevaluate claims that were previously rejected, ensuring that passengers receive the compensation they are legally entitled to. These changes and commitments apply to claims for flights departing from or arriving at a UK airport on or after March 18, 2022.

Passengers whose flights were scheduled before March 18, 2022, can request the reopening of their claims with the airline, as long as their flight took place within the last six years. The UK Civil Aviation Authority will closely monitor Wizz Air's compliance with revised policies and procedures in the coming months. Additionally, the regulator will review a sample of the reevaluated claims to ensure passengers receive their rightful compensation.

The UK Civil Aviation Authority emphasizes that airlines must fulfill their obligations to passengers when flights are cancelled or delayed. They will continue to oversee the situation and ensure that Wizz Air's policies are improved for a better passenger experience in case of disruptions.

For more information, visit the UK Civil Aviation Authority's website.

(Note: The content of this blog post is original and does not reference the original post.)

What enforcement action has been taken against Wizz Air in the UK? The UK Civil Aviation Authority has taken enforcement action against Wizz Air due to significant concerns over a high volume of complaints about the airline not paying passengers what they are owed.

Why was Wizz Air facing complaints from passengers in the UK? Passengers lodged complaints against Wizz Air because they felt that the airline had failed to meet its passenger rights obligations, particularly regarding providing alternative flights when their original flights were cancelled.

What changes has Wizz Air committed to making? Wizz Air has committed to making changes to its policies, procedures, and passenger communications to ensure consistent compliance with its re-routing and care obligations. The airline will also review claims for replacement flight costs, transfers, and care and assistance that were previously rejected.

What flights are covered by the action taken by the regulator? The enforcement action by the UK Civil Aviation Authority covers claims for flights scheduled to depart from or arrive at a UK airport on or after 18 March 2022.

Do passengers need to take any action for their claims to be reviewed? No, passengers do not need to take any action on their part. The UK Civil Aviation Authority will review the claims without any additional steps required from the passengers.

Can passengers whose flights were before 18 March 2022 request a review of their claims? Passengers whose flights were scheduled to depart from or arrive at a UK airport before 18 March 2022 can request a review of their claims, as long as their flight was no more than six years ago.

What will happen to closed expenses claims? Wizz Air will be required to provide information to the UK Civil Aviation Authority about its review of closed expenses claims. The regulator will also review a sample of the relooked claims to ensure that passengers receive what they are owed.

What message does the enforcement action send to airlines? The enforcement action sends a clear message that airlines must meet their obligations to passengers when flights are cancelled or delayed. The UK Civil Aviation Authority will not hesitate to intervene if airlines do not consistently comply.

What is the role of the UK Civil Aviation Authority? The UK Civil Aviation Authority is the aviation regulator in the UK. It works to ensure that the aviation industry meets high safety standards and that consumers are treated fairly and protected when they travel by air.

What are airlines required to offer passengers in case of flight cancellations? Airlines are required to offer passengers the choice of an alternative flight at the earliest opportunity under comparable transport conditions if their flights are cancelled. If the airline fails to meet this obligation, they are expected to reimburse passengers for the cost of booking their own replacement flights under comparable transport conditions.

Can airlines be required to cover the costs of transferring passengers to alternative airports? Yes, airlines are required to cover the costs of transferring passengers to their original airport or another close-by destination agreed upon by the passenger if they are re-routed via alternative airports.