UK-based Wizz Air passengers whose refund claims were initially rejected have received a total of £1.2 million after their applications were reassessed, the Civil Aviation Authority (CAA) has confirmed. The payments, covering flight disruption, were made in around 6,000 cases out of 25,000 claims re-examined by the airline.
The CAA took enforcement action against Wizz Air in July 2023 after numerous complaints that the carrier was failing to meet its legal obligations following flight cancellations. Airlines are required to cover the cost of replacement flights, transfers between airports, and assistance such as hotels when they cancel flights and cannot provide timely alternatives.
Wizz Air reviewed all claims for flights to or from the UK from March 18, 2022, and also allowed customers to request reopening of claims for earlier flights within the previous six years. The airline has since improved its claims handling, including introducing an automated refund process.
CAA consumer director Paul Smith said: 'This is good news for passengers and our concerns have been validated by the outcome of our actions. Passengers have every right to expect their claims to be resolved quickly, efficiently and in line with the regulations.'
Wizz Air UK managing director Marion Geoffroy stated: 'We are pleased the Civil Aviation Authority has recognised the significant steps Wizz Air has taken to improve performance for our customers. We are seeing a significant uptick in our customer satisfaction scores.' Wizz Air was ranked the worst airline for UK flight delays in 2021 and 2022.
