Has anyone managed to claim back from Wizz Air?

Scarlets_mum

We had a couple of flight cancellations with Wizz Air and after the 2nd flight with them was cancelled we had to use another carrier to get us home. The additional expenditure was significant. I have made a claim and only received an offer of either refund of original flight +20% as a voucher or refund of the cancelled flight . No mention of the cost we incurred for an additional flight to get us home and the 3 nights accommodation plus food etc etc. Just frustrated as all of the money has now hit our credit card and we need to make payment. Has anyone had success and if so how long did it take? 
Many thanks

Brodel

I had some sort of success, but not what I am hoping for. My flight was cancelled 3 hours before departure on 30 May and it was the airlines fault (not a natural disaster etc) so I am owed a refund and compensation. I filed a request through their website as advised and they responded but only refunded the cost of the outgoing flight and completely ignored my compensation claim.

Their website would not let me try to submit a claim again because it said I'd already submitted one. I have since filed a complaint through https://www.aviationadr.org.uk/ who reviewed my complaint and confirmed that I had a case and submitted it to Wizz Air. Wizz Air rejected it and now I'm currently waiting for ADR to review their response and get back to me.

I also requested a recording of my phone calls to Wizz Air under GDPR which they are required to respond to in 30 days. That was 33 days ago and nothing. Today I filed a complaint through https://ico.org.uk/ who have said it may take up to three months to get a response...

If the ADR review comes back with nothing I honestly don't know what to do next. It is unbelievable that is is so difficult to claim back what is owed to me. I hope you have more luck than I do.

CKhalvashi

Generally Wizz are one of the better ones, with the exception of March/April 2020.

If you fill in the feedback form they can sometimes take a while to respond, but once you have the initial response, responding to the e-mail actually is quite a quick way to get replies.

Brodel, have you filled in the compensation form? Was the cancellation actually Wizz's fault with certainty (some flights have been the fault of the airline, others have been as a result of ATC restrictions etc, the best way to tell is if the cancellation is showing as operational as opposed to not operational).

Depending on the time ago these phone calls were, this may be a complicated request as they will be archived. Our systems archive call records for a further 2 months after the initial month, and we need to physically dig into the records to get it which isn't the most simple thing to do.

Brodel

Brodel, have you filled in the compensation form? Was the cancellation actually Wizz's fault with certainty (some flights have been the fault of the airline, others have been as a result of ATC restrictions etc, the best way to tell is if the cancellation is showing as operational as opposed to not operational).

Depending on the time ago these phone calls were, this may be a complicated request as they will be archived. Our systems archive call records for a further 2 months after the initial month, and we need to physically dig into the records to get it which isn't the most simple thing to do.

Yes, I completed the oniline form to claim compensation for the flight. The staff at Gatwick Airport handed out printouts of the forms and explained we were entitled to compensation, I also spoke to the Wizz Air customer service line while I was at the airport who advised the same. That is why I am trying to get a recording of the call. I made the call while at the airport on 30 May, and requested a recording on 9 June. I can't remember if the cancellation showed as operational, I just received an email 3 hours before departure to say it was cancelled.

CKhalvashi

Brodel said:

Brodel, have you filled in the compensation form? Was the cancellation actually Wizz's fault with certainty (some flights have been the fault of the airline, others have been as a result of ATC restrictions etc, the best way to tell is if the cancellation is showing as operational as opposed to not operational).

Depending on the time ago these phone calls were, this may be a complicated request as they will be archived. Our systems archive call records for a further 2 months after the initial month, and we need to physically dig into the records to get it which isn't the most simple thing to do.

Yes, I completed the oniline form to claim compensation for the flight. The staff at Gatwick Airport handed out printouts of the forms and explained we were entitled to compensation, I also spoke to the Wizz Air customer service line while I was at the airport who advised the same. That is why I am trying to get a recording of the call. I made the call while at the airport on 30 May, and requested a recording on 9 June. I can't remember if the cancellation showed as operational, I just received an email 3 hours before departure to say it was cancelled.

Got you.

If you've received an e-mail, it may be easier to reply to that e-mail. I've done that in the past and it's seemingly been faster.

Hopefully you'll get a copy of the call, however I'm not sure how long calls are kept for.

Brodel

CKhalvashi said:

Brodel said:

Brodel, have you filled in the compensation form? Was the cancellation actually Wizz's fault with certainty (some flights have been the fault of the airline, others have been as a result of ATC restrictions etc, the best way to tell is if the cancellation is showing as operational as opposed to not operational).

Depending on the time ago these phone calls were, this may be a complicated request as they will be archived. Our systems archive call records for a further 2 months after the initial month, and we need to physically dig into the records to get it which isn't the most simple thing to do.

Yes, I completed the oniline form to claim compensation for the flight. The staff at Gatwick Airport handed out printouts of the forms and explained we were entitled to compensation, I also spoke to the Wizz Air customer service line while I was at the airport who advised the same. That is why I am trying to get a recording of the call. I made the call while at the airport on 30 May, and requested a recording on 9 June. I can't remember if the cancellation showed as operational, I just received an email 3 hours before departure to say it was cancelled.

Got you.

If you've received an e-mail, it may be easier to reply to that e-mail. I've done that in the past and it's seemingly been faster.

Hopefully you'll get a copy of the call, however I'm not sure how long calls are kept for.

Funnily enough, today I received a reply from Wizz Air via the Aviation ADR platform, and after initially denying my application they have now said that they will be refunding me the cost of the additional flight I purchased (minus the outbound flight they already refunded me for) and €400 in compensation for the cancellation.

I am very thankful for the Aviation ADR process. It's fine having all these regulations in place but at the time when you are stuck at the airport with very little information it is extremely stressful. Especially when you then try to claim back what you are entitled to and are ignored through the airlines official complaints process, rejected by the airline through the first Aviation ADR step, and only when Aviation ADR dispute the airlines response do you get the money. I'm not holding my breath...but I've been assured the payment will be with me within 30 days so fingers crossed.

I hope this helps anyone else who is in a similar situation trying to get a refund/compensation.

CKhalvashi

Brodel said:

CKhalvashi said:

Brodel said:

Brodel, have you filled in the compensation form? Was the cancellation actually Wizz's fault with certainty (some flights have been the fault of the airline, others have been as a result of ATC restrictions etc, the best way to tell is if the cancellation is showing as operational as opposed to not operational).

Depending on the time ago these phone calls were, this may be a complicated request as they will be archived. Our systems archive call records for a further 2 months after the initial month, and we need to physically dig into the records to get it which isn't the most simple thing to do.

Yes, I completed the oniline form to claim compensation for the flight. The staff at Gatwick Airport handed out printouts of the forms and explained we were entitled to compensation, I also spoke to the Wizz Air customer service line while I was at the airport who advised the same. That is why I am trying to get a recording of the call. I made the call while at the airport on 30 May, and requested a recording on 9 June. I can't remember if the cancellation showed as operational, I just received an email 3 hours before departure to say it was cancelled.

Got you.

If you've received an e-mail, it may be easier to reply to that e-mail. I've done that in the past and it's seemingly been faster.

Hopefully you'll get a copy of the call, however I'm not sure how long calls are kept for.

Funnily enough, today I received a reply from Wizz Air via the Aviation ADR platform, and after initially denying my application they have now said that they will be refunding me the cost of the additional flight I purchased (minus the outbound flight they already refunded me for) and €400 in compensation for the cancellation.

I am very thankful for the Aviation ADR process. It's fine having all these regulations in place but at the time when you are stuck at the airport with very little information it is extremely stressful. Especially when you then try to claim back what you are entitled to and are ignored through the airlines official complaints process, rejected by the airline through the first Aviation ADR step, and only when Aviation ADR dispute the airlines response do you get the money. I'm not holding my breath...but I've been assured the payment will be with me within 30 days so fingers crossed.

I hope this helps anyone else who is in a similar situation trying to get a refund/compensation.

It'll get there eventually.

Just check that you don't need to fill a form to get the cash, as it may go to your Wizz account and be claimed as a cash credit from there.

Wizz aren't faultless, but they're far from the worst to deal with from experience.

Brodel

CKhalvashi said:

Brodel said:

CKhalvashi said:

Brodel said:

Brodel, have you filled in the compensation form? Was the cancellation actually Wizz's fault with certainty (some flights have been the fault of the airline, others have been as a result of ATC restrictions etc, the best way to tell is if the cancellation is showing as operational as opposed to not operational).

Depending on the time ago these phone calls were, this may be a complicated request as they will be archived. Our systems archive call records for a further 2 months after the initial month, and we need to physically dig into the records to get it which isn't the most simple thing to do.

Yes, I completed the oniline form to claim compensation for the flight. The staff at Gatwick Airport handed out printouts of the forms and explained we were entitled to compensation, I also spoke to the Wizz Air customer service line while I was at the airport who advised the same. That is why I am trying to get a recording of the call. I made the call while at the airport on 30 May, and requested a recording on 9 June. I can't remember if the cancellation showed as operational, I just received an email 3 hours before departure to say it was cancelled.

Got you.

If you've received an e-mail, it may be easier to reply to that e-mail. I've done that in the past and it's seemingly been faster.

Hopefully you'll get a copy of the call, however I'm not sure how long calls are kept for.

Funnily enough, today I received a reply from Wizz Air via the Aviation ADR platform, and after initially denying my application they have now said that they will be refunding me the cost of the additional flight I purchased (minus the outbound flight they already refunded me for) and €400 in compensation for the cancellation.

I am very thankful for the Aviation ADR process. It's fine having all these regulations in place but at the time when you are stuck at the airport with very little information it is extremely stressful. Especially when you then try to claim back what you are entitled to and are ignored through the airlines official complaints process, rejected by the airline through the first Aviation ADR step, and only when Aviation ADR dispute the airlines response do you get the money. I'm not holding my breath...but I've been assured the payment will be with me within 30 days so fingers crossed.

I hope this helps anyone else who is in a similar situation trying to get a refund/compensation.

It'll get there eventually.

Just check that you don't need to fill a form to get the cash, as it may go to your Wizz account and be claimed as a cash credit from there.

Wizz aren't faultless, but they're far from the worst to deal with from experience.

The process asked if I wanted payment into an account or for credit added to my Wizz account so I provided my bank details. ADR advised if the payment takes longer than 30 days then they will give them a nudge.

CKhalvashi

Brodel said:

CKhalvashi said:

Brodel said:

CKhalvashi said:

Brodel said:

Brodel, have you filled in the compensation form? Was the cancellation actually Wizz's fault with certainty (some flights have been the fault of the airline, others have been as a result of ATC restrictions etc, the best way to tell is if the cancellation is showing as operational as opposed to not operational).

Depending on the time ago these phone calls were, this may be a complicated request as they will be archived. Our systems archive call records for a further 2 months after the initial month, and we need to physically dig into the records to get it which isn't the most simple thing to do.

Yes, I completed the oniline form to claim compensation for the flight. The staff at Gatwick Airport handed out printouts of the forms and explained we were entitled to compensation, I also spoke to the Wizz Air customer service line while I was at the airport who advised the same. That is why I am trying to get a recording of the call. I made the call while at the airport on 30 May, and requested a recording on 9 June. I can't remember if the cancellation showed as operational, I just received an email 3 hours before departure to say it was cancelled.

Got you.

If you've received an e-mail, it may be easier to reply to that e-mail. I've done that in the past and it's seemingly been faster.

Hopefully you'll get a copy of the call, however I'm not sure how long calls are kept for.

Funnily enough, today I received a reply from Wizz Air via the Aviation ADR platform, and after initially denying my application they have now said that they will be refunding me the cost of the additional flight I purchased (minus the outbound flight they already refunded me for) and €400 in compensation for the cancellation.

I am very thankful for the Aviation ADR process. It's fine having all these regulations in place but at the time when you are stuck at the airport with very little information it is extremely stressful. Especially when you then try to claim back what you are entitled to and are ignored through the airlines official complaints process, rejected by the airline through the first Aviation ADR step, and only when Aviation ADR dispute the airlines response do you get the money. I'm not holding my breath...but I've been assured the payment will be with me within 30 days so fingers crossed.

I hope this helps anyone else who is in a similar situation trying to get a refund/compensation.

It'll get there eventually.

Just check that you don't need to fill a form to get the cash, as it may go to your Wizz account and be claimed as a cash credit from there.

Wizz aren't faultless, but they're far from the worst to deal with from experience.

The process asked if I wanted payment into an account or for credit added to my Wizz account so I provided my bank details. ADR advised if the payment takes longer than 30 days then they will give them a nudge.

Glad that's cleared up.

Good luck!

Brodel

Brodel said:

I had some sort of success, but not what I am hoping for. My flight was cancelled 3 hours before departure on 30 May and it was the airlines fault (not a natural disaster etc) so I am owed a refund and compensation. I filed a request through their website as advised and they responded but only refunded the cost of the outgoing flight and completely ignored my compensation claim.

Their website would not let me try to submit a claim again because it said I'd already submitted one. I have since filed a complaint through https://www.aviationadr.org.uk/ who reviewed my complaint and confirmed that I had a case and submitted it to Wizz Air. Wizz Air rejected it and now I'm currently waiting for ADR to review their response and get back to me.

I also requested a recording of my phone calls to Wizz Air under GDPR which they are required to respond to in 30 days. That was 33 days ago and nothing. Today I filed a complaint through https://ico.org.uk/ who have said it may take up to three months to get a response...

If the ADR review comes back with nothing I honestly don't know what to do next. It is unbelievable that is is so difficult to claim back what is owed to me. I hope you have more luck than I do.

So, just to update. 133 days after my flight was cancelled I have finally received my compensation payment. Although it takes forever, I definitely recommend going the ADR route.