Compensation agreed but still not paid - what to do?

MummyTravels

Does anyone have any advice on what to do when an airline has agreed to pay compensation, but six weeks after the date they promised to pay by, they still haven't done so.

Briefly, I had a delayed flight with WizzAir in early June, and claimed for the delay. After initially dismissing the claim because of 'exceptional circumstances', they eventually agreed I was owed compensation after I challenged the decision and threatened them with independent adjudication. This was in late July, and they promised payment within 14-21 working days (so before the end of August).

It wasn't paid and I've been chasing them ever since. Getting any kind of reply takes forever, and their standpoint is that they will definitely pay it but they can't say when, blaming it on "the start of the high season and the high number of flight cancellations and delays, resulting in the same high number of requests for compensation". They also can't give a timeframe, just that they go out of their way to process requests as soon as possible.

Given that they tried to weasel out of it in the first place, I don't find that entirely reassuring, especially as the status on my account - which has been shown as 'processing' for months - is suddenly now 'resolved'.

All the information I can find is about claiming for a delay in the first place/challenging it etc. I can't seem to find anything if they say they will pay and just don't. Sharing on social media is also getting me nowhere.

eskbanker

If you're dealing with the UK subsidiary, you could issue a letter before action, and be prepared to follow it up with an MCOL claim.

MummyTravels

Thanks - yes, forgot to say I checked with them and it is the UK subsidiary. I had a look at MCOL and the reviews were pretty dire, which put me off but maybe the only way to prod them into action.

eskbanker

MummyTravels said:

Thanks - yes, forgot to say I checked with them and it is the UK subsidiary. I had a look at MCOL and the reviews were pretty dire, which put me off but maybe the only way to prod them into action.

I can't think of any other way of prodding them into action (and it's not as if you're choosing from a range of fast track low cost simplified debt recovery options so the value of reading reviews about it is limited), and there's always the possibility that the LBA itself is enough, but it's always important to be prepared to follow through with court enforcement action rather than simply making empty threats!

MummyTravels

Very true! Thanks again

JPears

MCOL reviews - thats new on me. I've never had any problem with MCOL in the past.

The system is well tried and tested. Relatively straight forward - IF you have read up on it beforehand.

There are definite time frames both parties have to abide by.

MummyTravels

JPears said:

MCOL reviews - thats new on me. I've never had any problem with MCOL in the past.

The system is well tried and tested. Relatively straight forward - IF you have read up on it beforehand.

There are definite time frames both parties have to abide by.

That's good to hear - I was looking at how MCOL worked, and what the processes were, which had brought up a string of sites with reviews of people's experiences (rather than trying to actively hunt out the reviews themselves). Obviously I've no idea of how fair the comments are and it was a bit surprising given how straightforward it had seemed on paper - but a bit offputting with talk of lost paperwork and other general inefficiency. 

JPears

My experience is good with MCOL is good. If you submit a claim today, the paperwork will be on its way to airline by Tuesday Wednesday. There is minimal hard copy paperwork, its mostly all online.

MummyTravels

A happy update, in case anyone is in a similar position in future - out of the blue Wizz paid the compensation this morning. Around two months after they had promised to do so, and four and a half months after the delayed flight, but they have paid up.

Dylanev

I've just posted a new thread about EasyJet failing to pay me compensation of £520 which was agreed in July, since which time I have been going around in circles. It's a typical 'computer says no' scenario with staff reading conflicting info on the screens in front of them and promises of 'escalation' coming to nought. It's incompetency and dishonesty of the highest order - I was even told to call back at a time they knew they would be closed! I'm interested in the comments here about a pre-action letter (sent to who?) and MCOL. I'll look them up but it would be good to hear from people who have had success through these methods?  

Locoblade

MummyTravels said:

A happy update, in case anyone is in a similar position in future - out of the blue Wizz paid the compensation this morning. Around two months after they had promised to do so, and four and a half months after the delayed flight, but they have paid up.

Glad you got a successful pay-out, they also agreed in July to compensate us for an early June flight (an overnight delay returning from Cyprus) but despite being promised the payment was being processed on 3 separate occasions, its never materialised. Did you do anything to finally get them to pay out?