Wizz Air changed the departure time but refuse to refund

CYPER

I made an one way reservation for me and my wife, but Wizz Air changed the departure time from 8.20pm to 9.55pm (1h 35m later). I know it's not much, but due to personal circumstances this new departure time is not suitable for me, so I called them to enquire what options do I have. I was told I have no options whatsoever and they can't do anything about it.

Does the UK law protect me in such circumstances (as the flight originates from London and I paid with my UK debit Maestro card)?
Is there any airline regulator I can contact for a professional advice?

Thank you.

apt

My reading of the Wizzair T&C is that you can claim a refund providing you have not accepted the change or have failed to contact them. The relevant section:
4.6. Except as otherwise provided by the Applicable Law, if the Airline changes the time for departure for any flight, or cancels any flight, or fails to perform such flight within the reasonable time for which the Passenger holds a valid ticket/Confirmed Reservation, the Airline, at the Passenger's option, shall either:
(а) carry the Passenger to the Place of Destination by any other flight of the Airline between the same Places of Departure and Destination (or on such other route as may be agreed with the Passenger) on which space is available; or
(b) carry the Passenger to the Place of Destination by surface transport between the same Places of Departure and Destination (or to the nearest airport from which another flight of the Airline can be made); or
(с) refund to the Passenger (within 15 days) the Total Fare of the air carriage not performed, in cash by electronic bank transfer, bank order, bank cheque or, at the Passenger's consent, in travel vouchers and/or other services for the total value of the purchased ticket for any part(s) of the air carriage that was not performed.

stoneman

apt wrote: »

My reading of the Wizzair T&C is that you can claim a refund providing you have not accepted the change or have failed to contact them. The relevant section:
4.6. Except as otherwise provided by the Applicable Law, if the Airline changes the time for departure for any flight, or cancels any flight, or fails to perform such flight within the reasonable time for which the Passenger holds a valid ticket/Confirmed Reservation, the Airline, at the Passenger's option, shall either:
(а) carry the Passenger to the Place of Destination by any other flight of the Airline between the same Places of Departure and Destination (or on such other route as may be agreed with the Passenger) on which space is available; or
(b) carry the Passenger to the Place of Destination by surface transport between the same Places of Departure and Destination (or to the nearest airport from which another flight of the Airline can be made); or
(с) refund to the Passenger (within 15 days) the Total Fare of the air carriage not performed, in cash by electronic bank transfer, bank order, bank cheque or, at the Passenger's consent, in travel vouchers and/or other services for the total value of the purchased ticket for any part(s) of the air carriage that was not performed.

I think the bit I hilighted gets them out of any refund. They will contest that a 1hour 35 minute change to your schedule is reasonable. I would tend to agree with them unless you can prove that you would miss a connecting flight. That sort of time is neither hear nor there, you get delayed by more than that these days, and airlines are cutting their cloth to suit their coats so consolidating flights. Almost all of my upcoming 6 flights have had the times changed on them.

London50

I think looking at this link this company give Ryan air a run for the money

http://www.airlinequality.com/Forum/wizz.htm

I personally would not hold out any hoppe at all
Sorry

stoneman

London50 wrote: »

I think looking at this link this company give Ryan air a run for the money

http://www.airlinequality.com/Forum/wizz.htm

I personally would not hold out any hoppe at all
Sorry

I can't see they get any worse reviews than anyone else. Looks a 50/50 split to me. All you have to remember is that if you pay cheap you get cheap, and you might have been better off choosing to pay more for a more service orientated airline as it might cost you more in the end if things go wrong.

London50

stoneman wrote: »

I can't see they get any worse reviews than anyone else. Looks a 50/50 split to me. All you have to remember is that if you pay cheap you get cheap, and you might have been better off choosing to pay more for a more service orientated airline as it might cost you more in the end if things go wrong.

Yes I agree Stoneman
I have not used any low cost airline. We all know that any airline can have its problems but like you say at least with the SOA I have noy as yet had problems and I think I will stick to what I know:j

CYPER

stoneman wrote: »

I think the bit I hilighted gets them out of any refund. They will contest that a 1hour 35 minute change to your schedule is reasonable. I would tend to agree with them unless you can prove that you would miss a connecting flight. That sort of time is neither hear nor there, you get delayed by more than that these days, and airlines are cutting their cloth to suit their coats so consolidating flights. Almost all of my upcoming 6 flights have had the times changed on them.

Am I wrong to think that there are 3 conditions and not all 3 must be met?
Like that:

4.6. Except as otherwise provided by the Applicable Law, if the Airline changes the time for departure for any flight, or cancels any flight, or fails to perform such flight within the reasonable time for which the Passenger holds a valid ticket/Confirmed Reservation, the Airline, at the Passenger's option, shall either:
(а) carry the Passenger to the Place of Destination by any other flight of the Airline between the same Places of Departure and Destination (or on such other route as may be agreed with the Passenger) on which space is available; or
(b) carry the Passenger to the Place of Destination by surface transport between the same Places of Departure and Destination (or to the nearest airport from which another flight of the Airline can be made); or
(с) refund to the Passenger (within 15 days) the Total Fare of the air carriage not performed, in cash by electronic bank transfer, bank order, bank cheque or, at the Passenger's consent, in travel vouchers and/or other services for the total value of the purchased ticket for any part(s) of the air carriage that was not performed.

So it is a case of changed time, not failing to perform such flight within the reasonable time, that latter meaning going to the airport on the originally agreed time and date, but the plane being late. That's how I interpret it.
Or maybe I'm just wrong :rolleyes:

delwynshd

If the airline changes the departure time to more than 12 hours difference you are then entitled to a refund, otherwise you are not

dmg24

delwynsholidaydeals wrote: »

If the airline changes the departure time to more than 12 hours difference you are then entitled to a refund, otherwise you are not

Is this from their t&c's, or perhaps a statutory provision? You have not stated the source of your statement.

dmg24

Assuming that your booking comes under the GCC for WizzAir Hungary, you are entitled to a refund.

15.1 AMENDMENT OF THE CONTRACT BY WIZZ AIR
15.1.1 Before we accept your reservation, we will inform you of the scheduled flight time in effect as of that time, and it will be shown on your Itinerary. It is possible that we may need to change the scheduled flight time or route (including the Place of Departure or Place of Destination) subsequent to issuance of your Itinerary. We will contact you to inform you of any such change via an email or by telephone, at the email address or telephone number provided at the time of your reservation, not less than 7 days before the scheduled time of departure as indicated on your Itinerary. In case of a change of flight time or route, if you accept the changes in any form, the Contract between you and Wizz Air will be deemed amended accordingly. If the new flight times or route is not acceptable to you, you shall have the rights as set out in paragraph 15.1.2.
If you are not the owner of the email address or telephone number registered in your reservation, it is your responsibility to inquire at the owner of the email address or the regular user of the telephone number provided in your reservation about any change notifications.
15.1.2 If we notified you of any change in accordance with paragraph 15.1.1, upon contacting our Call Centre, you may choose from the following options:
(a) we re-book you on another flight operated by Wizz Air on the same or – if necessary – a comparable route, within 14 days before or 30 days after the scheduled date of departure of the cancelled flight, subject to availability of seats; or
(b) we cancel your reservation and credit the full value of your payment for the cancelled flight plus 20% of the fare paid for the cancelled flight and also for the return sector if applicable on your “customer account” with Wizz Air. This credit can be used towards any Wizz Air flight within one year from the date of the cancelled flight; or
(c) we cancel your reservation and refund the Total Fare paid for the cancelled flight and, if applicable, the return sector, in accordance with paragraph 15.4.4.

If it comes under the Bulgarian or Ukraine entities, you will need to check the relevant t&c's.

delwynshd

i would usually say this would be standard procedure with almost all airlines.

Although if I am being honest im not an expert on all the rules and regs for every airline but if the above paragraph is correct and applies to the TCs of his or her contract then yes they shoud be able to get a refund