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WIZZAIR

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gbngbgbngb Forumite
4 posts
Photogenic First Post
MoneySaving Newbie
Good afternoon.
Few days ago I bought tickets on wizzair website. I booked just flight with no extra options and before I had to pay it says 29.99GBP. As I'm regular Wizzairs customer I do not need to enter card details and security password when I'm paying. I have to enter just cvv code and payment coming through (pic 1)
When I entered cvv code and pressed "pay and book now" it redirected me to the payment page from my bank, where no actions required just wait and then it automatically redirected me back to the wizzair website. And there I've found that I've been charged more than it says before (pic 2) 
It was extra fee 8.50 gbp called "system surcharge fee". I contacted their customer support claiming my 8.50GBP back as I wasn't informed about any extra fees and before payment I agreed to pay 29.99 as it says on payment page. I didn't even see this figure - 38.49GBP. And just after the payment I've found that I payed 8.50 more. Their respond were next:
Dear customer, thank you for your request. I'd like to inform you, that unfortunatelly this service is non-refundable. The reason of extra fee might be your app "AdBlock". In future please be sure it's swithed off or use different browser or differet app. Kind Regards.

Could somebody tell me if I was legally charged even if I wasn't informed about extra fee and if not where should I go with this issue?
Thank you in advance. 

Replies

  • The_Fat_ControllerThe_Fat_Controller Forumite
    421 posts
    Part of the Furniture 100 Posts Name Dropper
    ✭✭
    If you have pop-up blocker or ad blocker enabled in your browser, this could well have suppressed the notification.
  • Caz3121Caz3121 Forumite
    13.6K posts
    Part of the Furniture 10,000 Posts
    ✭✭✭✭✭
    Fees are here https://wizzair.com/en-gb/information-and-services/prices-discounts/all-services-fees
    it is described as System Surcharge Fee – Applicable to bookings made by automated systems VIA WIZZAIR.COM
    It looks like the 'normal' booking administration fee is £7.50 so you have paid £1 more than should have.

  • edited 2 March at 6:56PM
    gbngbgbngb Forumite
    4 posts
    Photogenic First Post
    MoneySaving Newbie
    edited 2 March at 6:56PM
    .............
  • gbngbgbngb Forumite
    4 posts
    Photogenic First Post
    MoneySaving Newbie
    If you have pop-up blocker or ad blocker enabled in your browser, this could well have suppressed the notification.
    I'm not really sure but let's say it blocked. BUT! Before the payment it says 29.99. You know, it's final payment display and even if something was blocked by adblock it's still has to be shown on payment page! But when I made the payment it charged me 38.49! 
    That's my point of wiev...
    P.S. - operator called me reason of I've been charged extra 8.50 is adblock. But I didn't find any information in T&C about extra fees for using ad blockers!
  • gbngbgbngb Forumite
    4 posts
    Photogenic First Post
    MoneySaving Newbie
    Caz3121 said:
    Fees are here .......
    it is described as System Surcharge Fee – Applicable to bookings made by automated systems VIA WIZZAIR.COM
    It looks like the 'normal' booking administration fee is £7.50 so you have paid £1 more than should have.

    Could you explain what does it mean "Applicable to bookings made by automated systems VIA WIZZAIR.COM"? What is this "automated systems"?
  • Caz3121Caz3121 Forumite
    13.6K posts
    Part of the Furniture 10,000 Posts
    ✭✭✭✭✭
    you would need to get Wizzair to confirm what it is....
  • cosypanthercosypanther Forumite
    4 posts
    Name Dropper First Post
    MoneySaving Newbie
    gbngb said:
    Good afternoon.
    Few days ago I bought tickets on wizzair website. I booked just flight with no extra options and before I had to pay it says 29.99GBP. As I'm regular Wizzairs customer I do not need to enter card details and security password when I'm paying. I have to enter just cvv code and payment coming through (pic 1)
    When I entered cvv code and pressed "pay and book now" it redirected me to the payment page from my bank, where no actions required just wait and then it automatically redirected me back to the wizzair website. And there I've found that I've been charged more than it says before (pic 2) 
    It was extra fee 8.50 gbp called "system surcharge fee". I contacted their customer support claiming my 8.50GBP back as I wasn't informed about any extra fees and before payment I agreed to pay 29.99 as it says on payment page. I didn't even see this figure - 38.49GBP. And just after the payment I've found that I payed 8.50 more. Their respond were next:
    Dear customer, thank you for your request. I'd like to inform you, that unfortunatelly this service is non-refundable. The reason of extra fee might be your app "AdBlock". In future please be sure it's swithed off or use different browser or differet app. Kind Regards.

    Could somebody tell me if I was legally charged even if I wasn't informed about extra fee and if not where should I go with this issue?
    Thank you in advance. 
    Good evening,
    I am in a very similar situation like you: I make about 1-2 bookings via wizzair a month and yesterday, suddenly was charged about 20 euros extra for two tickets. The weird thing is, that on the payment page, no information was given. And since I paid with my wizz credit, there was no additional confirmation required by any bank how much money will be transferred. 

    I also sent a request to Wizzair, the German support, and now I am waiting for a reply. As this action, in case it is not seen as payment error by Wizz, is definitely law-breaking and illegal, I will serious make pressure on Wizz in order to get a refund.

    I'll keep you updated!

    Best regards 
    cosypanther  


  • cosypanthercosypanther Forumite
    4 posts
    Name Dropper First Post
    MoneySaving Newbie

    ...and here are some background information I found on their website about this "afterwards added position" in my invoice: 

    The point is, that I performed the booking as always, i.e. manually via the browser which I always use; no automatic system was used that I could be charged for, especially not without informing me!
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