Wizz Air Baggage Help

Teepteep

My mum booked a flight with Wizz Air in January for travel on the 09/04/10, at the time of booking the flight their baggage alowance was 15K but when we checked last week before they started to pack we saw that from the 01/04/10 the allowance had changed to 32K so they packed acordingly.

When they got to the check in desk and had their bags weighed they where told that they where over weight and that they would have to pay extra (the heaviest bag being 28K) Well it worked out that the extra was £13 pound for each K over 15K limit which worked out at £312.

Nowhere on their website doeas it state that flights had to be booked before 01/04/10 to get the 32K limit, just that that is when the change takes place.

Can somebody please advise if they have a case here to claim the money back as it seems as though they where given false information.

Hintza

I'm just very surprised you ever saw a 32kg limit on a European flight!

Equaliser123

Agreed re the unusual 32kg limit!

I think there is a good claim here. Notwithstanding that you had a contract entitling you to 15kg, you relied on information on their website. Besides, it would appear that even if you hadn't opted for pre-purchasing the checked baggage allowance, you could have bought this at the airport for much less than the excess baggage fee.

Make

Equaliser123

Agreed re the unusual 32kg limit!

I think there is a good claim here. Notwithstanding that you had a contract entitling you to 15kg, you relied on information on their website. Besides, it would appear that even if you hadn't opted for pre-purchasing the checked baggage allowance, you could have bought this at the airport for much less than the excess baggage fee.

Make a complaint.

Teepteep

I have complained to them both by phone and via email, they refuse to discuss the matter with me on the phone and say all complaints must be made via email, when I email I just get a generic reply saying that the charge still stands and the £312 fee will not be refunded.
What would my next step be?

Equaliser123

Teepteep wrote: »

I have complained to them both by phone and via email, they refuse to discuss the matter with me on the phone and say all complaints must be made via email, when I email I just get a generic reply saying that the charge still stands and the £312 fee will not be refunded.
What would my next step be?

Do you have a postal address?

What is the basis of their response?

lincroft1710

If they refuse to enter into discussion, then Google HMCS website for details of suing them for refund of £312.

bribri_2

OP- did they check in 6 bags at the airport?

Teepteep

The basis of their responce was that since at the time of booking the baggage allowance was 15K they are not elligable for the 32K limit. No where is this stated, we checked the website and because they where travelling after 01/04/10 we thought that the would be allowed 32K.

They checked in 1 bag each, so 2 in total.

Equaliser123

Did you pay by credit card?

Teepteep

They paid by Debit card.