Getting WizzAir to refund payment error

codan84

I was traveling with WizzAir recently. I forgot to purchase a "large cabin bag" for £8.50 online when I was buying my ticket.
When I arrived at the airport, I have been asked to pay £35 at the desk for the same service that costs £8.50 online. Wanting to save some money, I went to the website to manage my booking wondering if I can still add it there, and I could! So I have added the "large cabin bag" to my ticket and paid £8.50 using my Visa Debit card.
Unfortunately WizzAir refused to update my boarding pass, despite the fact they debited the money from my account, and so I was forced to still pay the £35 if I wanted to get on the flight.
Now I want to get the £8.50 refunded, but contacting WizzAir via their website meets no response. I am refusing to call their overpriced call centre (£1.10/min) because I will end up paying more for the call compared to what I will get refunded.
Is there an alternative way to force a company like that to at least respond to my request for refund?
Also, since they did let me pay £8.50 online for the service and charged my account, wouldn't that mean that I paid for the same service twice, and I should really get the £35 refunded?
I have no idea about the law around things like that, so I would appreciate any help at all. Thanks.

wealdroam

codan84 wrote: »

I was traveling with WizzAir recently. I forgot to purchase a "large cabin bag" for £8.50 online when I was buying my ticket.
When I arrived at the airport, I have been asked to pay £35 at the desk for the same service that costs £8.50 online. Wanting to save some money, I went to the website to manage my booking wondering if I can still add it there, and I could! So I have added the "large cabin bag" to my ticket and paid £8.50 using my Visa Debit card.
Unfortunately WizzAir refused to update my boarding pass, despite the fact they debited the money from my account, and so I was forced to still pay the £35 if I wanted to get on the flight.
Now I want to get the £8.50 refunded, but contacting WizzAir via their website meets no response. I am refusing to call their overpriced call centre (£1.10/min) because I will end up paying more for the call compared to what I will get refunded.
Is there an alternative way to force a company like that to at least respond to my request for refund?
Also, since they did let me pay £8.50 online for the service and charged my account, wouldn't that mean that I paid for the same service twice, and I should really get the £35 refunded?
I have no idea about the law around things like that, so I would appreciate any help at all. Thanks.

Not sure why you think you have to pay £1.10 per minute to phone them.

Have you seen their Contact Us info on their home page?



You are enquiring about an existing booking, therefore the 03** number is appropriate.

03** numbers cost the same as 01 and 02 UK numbers and are included in all UK call packages that include 01 and 02 numbers.

codan84

I must have missed that, on their "complaints" page the 0911 number is in big fat letters whilst the 03** number is in a small print somewhere down the page...
Nevertheless, my 2nd question still stands - given they actually charged me £8.50 online, should I ask for the £35 to be refunded? Is that regulated? Or this doesn't matter? thanks.

wealdroam

You are right. This is on their contact us page:




As they are a Hungarian company, I am not sure what refund, if any, you are entitled to, nor what laws govern their trading.

[Deleted User]

codan84 wrote: »

Nevertheless, my 2nd question still stands - given they actually charged me £8.50 online, should I ask for the £35 to be refunded?

You can ask for whatever you like, I would expect them to only refund the additional £8.50 you added later though.

wealdroam

I can't find their booking terms and conditions, but their Website Terms and Conditions include this:

6. Governing Law and Jurisdiction

These Terms and Conditions and Your use of this website and any dispute or claim arising from or in association with such matters shall be governed by and interpreted in accordance with the laws of Hungary and You agree to submit to the exclusive jurisdiction of the Hungarian courts.

I imagine their booking conditions include something similar, but airlines are regulated and international conventions may apply, so maybe not.