WizzAir cancelled my flight but only refunded about 70%

djidave

Hi,

I am after some advice on dealing with a WizzAir refund dispute.

I booked a return flight for the family originally leaving in late august 2021 and then due to COVID I had to reschedule to Mid-August 2022 for a total extra fee of £275. 

2 months before we were due to fly WizzAir announced that route wasn't going to exist from any North UK airports this summer, so they cancelled my flight and offered a refund. In total I had spent £1600 with them on the flights, but the refund offer was £1100.

They claimed that the Club Membership fee (to get free luggage and discount flights), the reschedule fee and a "Spoilage fee" of £200 were not refundable. This feels very poor that I have paid £1600 for a service and received nothing from them due to their cancellation but I am only getting a partial refund.

I have tried to complain to them but it is a very difficult company to deal with, taking 10-20 days at a time to get an email only response. 

I did pay for all of it on a Credit Card and I do have travel insurance but my question is

What is my best course of action to recover the difference? Is it Credit Card (charge back), travel insurance, CAA, WizzAir or is it not worth progressing?

I would advise anyone not to use WizzAir based on my experience but any advise is welcomed on the way forward

Thanks

Dave

Caz3121

djidave said:

Hi,

I had to reschedule to Mid-August 2022 for a total extra fee of £275. 

2 months before we were due to fly WizzAir announced that route wasn't going to exist from any North UK airports this summer, so they cancelled my flight and offered a refund. In total I had spent £1600 with them on the flights, but the refund offer was £1100.

They claimed that the Club Membership fee (to get free luggage and discount flights), the reschedule fee and a "Spoilage fee" of £200 were not refundable. This feels very poor that I have paid £1600 for a service and received nothing from them due to their cancellation but I am only getting a partial refund.

Spoilage fee would indicate that the flights you changed to were cheaper than original
definition from another airline's site
When you make any changes in your confirmed booking which results in a lower amount payable, the unutilised portion shall not be refundable in accordance with Article 5.3 of the Terms and Conditions of Carriage. In this case the difference will appear as “Spoilage Fee” in your revised booking and it is not refundable. 
eg (made up numbers) original flight £300 change to a £250 flight, change fee £30, (£50 Spoilage as they don't refund/credit if new fare lower)
total paid out £330
they cancel the flight and they refund the £250 fare as that was the cost of the ticket for the flight (with £80 lost for change fee and spoilage)

it is normal for change fees to be non-refundable
(not sure of which airlines would do anything different in the same situation)

The t&cs mention the club membership is not cancelled when you cancel but looks does not mention it under if they cancel so may be worth a challenge

CKhalvashi

Caz answers most of your question perfectly.

The WDC membership is an optional additional service for those who require it. We save around €150/year by having it, but if you are choosing the airline for a single route it is quite a high risk.

I assume you are referring to the Doncaster base, which will close on Friday evening due to DSA's inability to meet contractual terms they agreed to in negotiations for the base to open. The base closure is therefore not within the control of Wizz, who will continue to serve the airport with out-based aircraft operated by Wizz Air Hungary.

djidave

Thanks for your time and the answers, I didn't expect the flight change fee to be refunded but the Membership and the Spoilage seems a bit of a low blow.