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Passengers of Wizz Air who had their refund requests denied for cancelled flights have now received a combined amount of £1.2 million after their claims were reevaluated.
The UK’s Civil Aviation Authority (CAA) reported that approximately 6,000 cases received extra compensation after 25,000 claims were reviewed due to flight disruptions.
The airline from Hungary has made enhancements to their claims process, including implementing an automated refund system.
Last year in July, the CAA took enforcement action against the airline due to numerous passenger complaints regarding the carrier’s failure to fulfill its legal duties following flight cancellations.
In the event of flight cancellation, airlines are obligated to pay for alternate flights so that travelers can reach their intended destination. This is necessary if an airline is unable to offer a suitable alternative in a timely manner.
Wizz Air assessed all requests for reimbursement of expenses incurred for alternative flights, airport transfers, and accommodations, from individuals who had booked flights to or from the UK on or after March 19, 2022.
Customers may also ask to reopen claims for flights prior to that date, as long as the scheduled date of travel was within the past six years.
According to Paul Smith, the director of CAA’s consumer department, this is positive for travelers and our worries have been confirmed by the results of our efforts.
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Although we appreciate Wizz Air’s efforts to address their shortcomings in handling disrupted passengers, it is important for airlines to consistently provide proper care and uphold the rights of passengers during flight delays and cancellations.
Wizz Air’s passengers have the right to expect their claims to be resolved promptly and effectively, adhering to regulations. These results will improve the overall experience for Wizz Air’s passengers.
Marion Geoffroy, managing director of Wizz Air UK, expressed satisfaction with the Civil Aviation Authority’s acknowledgement of the considerable efforts made by Wizz Air to enhance customer experience.
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“In 2022, we, like other European airlines, encountered unprecedented operational difficulties. However, the changes we implemented resulted in an improved customer experience, and our performance in 2023 was one of the strongest in the industry.”
“We have noticed a considerable increase in our customers’ satisfaction ratings and we are completely dedicated to further enhancing our operations in 2024 and beyond.”
The PA news agency analyzed Civil CAA data and found that Wizz Air had the highest number of flight delays for UK flights in 2021 and 2022.
Simon Calder, the travel reporter for The Independent, stated that receiving an average of £200 for every successful passenger appears to be a victory. It is reassuring to see an airline being held accountable for complying with European air passenger rights regulations. However, more measures should be taken against other airlines, especially those that leave passengers stranded and prioritize saving money above providing proper accommodations.
The source is independent.co.uk.
