Wizz Air cancellation - please advise

Fran2511

Hello, I’m new to this but honestly didn’t know where else to turn. 

In July last year myself and 6 members of my family were due to travel to Cyprus with Wizz Air. The flight was due to depart Gatwick airport but was cancelled about 3hr and 5min after its scheduled departure (following two cancellations). We couldn’t find anyone in the airport to help, there were no Wizz Air staff around and we could not reach anyone via phone. As there were seven of us travelling, and probably because it was the summer holidays, we could not get an alternative flight from any England airport to Larnaca for another 4 days. As our holiday dates weren’t flexible due to work, the fact our holiday was only 7 days and because our Air BnB villa was booked immediately after ours (therefore we couldn’t amend our accommodation) we were forced to collect our bags and return home and hunt for a plan B. 

(Side note - We did end up travelling but ended up flying with Jet2 to Portugal on a last minute booking). 

I’ve written to Wizz Air twice (both with receipts and proof of postage) however have heard nothing. I’ve since raised the issues to Aviation ADR but they still have not actioned anything. Is there anything I can do to push Aviation ADR to hurry up as we really need that money back and honestly didn’t think it would take this long. Please can someone advise? Thank you! 

eskbanker

https://www.caa.co.uk/news/regulator-raises-concerns-with-wizz-air-following-complaints/ highlighted that your case is far from unusual, so if still unresolved, even via ADR, then escalating your concern to the CAA may be worth doing, or alternatively just raise a small claim against Wizz Air UK for your refund and compensation (if you're confident that it wasn't due to extraordinary circumstances beyond the airline's control).

Westin

Fran2511 said:

Hello, I’m new to this but honestly didn’t know where else to turn. 

In July last year myself and 6 members of my family were due to travel to Cyprus with Wizz Air. The flight was due to depart Gatwick airport but was cancelled about 3hr and 5min after its scheduled departure (following two cancellations). We couldn’t find anyone in the airport to help, there were no Wizz Air staff around and we could not reach anyone via phone. As there were seven of us travelling, and probably because it was the summer holidays, we could not get an alternative flight from any England airport to Larnaca for another 4 days. As our holiday dates weren’t flexible due to work, the fact our holiday was only 7 days and because our Air BnB villa was booked immediately after ours (therefore we couldn’t amend our accommodation) we were forced to collect our bags and return home and hunt for a plan B. 

(Side note - We did end up travelling but ended up flying with Jet2 to Portugal on a last minute booking). 

I’ve written to Wizz Air twice (both with receipts and proof of postage) however have heard nothing. I’ve since raised the issues to Aviation ADR but they still have not actioned anything. Is there anything I can do to push Aviation ADR to hurry up as we really need that money back and honestly didn’t think it would take this long. Please can someone advise? Thank you! 

In the old days that might be the approach that worked and received action.  These days many businesses seem to lay down a process procedure and require ‘feedback’ given only on web forms so that they can manage workflow in a certain way.  Dealing with individual letters or emails adds complexity. Whilst I think wrong that you have not received a response I suspect because you may not have followed process you may have been lost.

This link shows the process to follow and the webform to complete.

https://wizzair.com/en-gb/information-and-services/flight-status/delay-and-cancellation

I would however first look in your WizzAir booking account.  It would not surprise me if they have deposited WizzAir points back into the account following the cancellation. 

Fran2511

Hi both, thank you for your responses. @Westin I will look into that route as you could be right however I followed the guidance from this website which stated to write to them and even provided the address. 

Sledger

I have not had a single response to from Wizzair period  and this may be usefull feedback so don't give up

Basicaly they delayed my flight from Sophie to UK by 5 hrs then subsequently  10hrs and I  immediately e mailed them for the flight delay compensation and the return ticket refund. I  sent several more follow up e mails and no response then worked out how to use their online site procedure which I found complex and copy pasted the e mails and got a case No but there was no record of the  on line case complaint content but had the e mail content as  backup.  I struggled with their on line case form and had to keep going on their site to get progress updates. I  noted a wizzair payment in my bank statement months later and logged on to their site where  they closed the claim case but Wizzair only paid the delay compensation without notification or refunding the ticket

I could not fathom out how to simply communicate with them on their site re the ticket refund so sent  new e mails copied and pasted to form a new online complaint as typically below 

Real Hard work so I involved Aviation ADR in March 2023 .   

Just got my monthly bank statement and a payment appears from Wizzair which I assume is the ticket refund  and basically I forgot about the Wizzair complaint. What a Cowboy unprofessional Micky Mouse Outfit and endless man hours spent on a simple refund for a delayed flight. Case 3/4 and 5 were all asking for my ticket refund and case 6 not shown was my 27 Nov 2022 e mail and case 7 the 8 march 2023 e mail

 From: 

To: Wizz Air Customer Service <notifications@notifications.wizzair.com>
Sent: 08 March 2023 21:17
Subject: Fw: CONFIRMATION CODE KELYGZ CLAIM ID 2f, CLAIM ID 2f1,CLAIM ID f21,CLAIM ID f2,CLAIM ID d9f

 

To the not fit for purpose Wizzair 

where is my ticket refund now almost 5 months overdue for 17/10/2022 TIA - LTN W94466 which you delayed by over 10 hours and I cancelled it before the flight eventually took off.

From my 5 on line with wizzair Claims summary attached,

2 are outstanding way overdue by 181 days and 130 days . What's the Wizzair record on lack of response  and do I qualify? 

3 were closed without any notification or reason . You are inept.

This will be copied and pasted as yet another Wizzair online complaint.   Pathetic joke company.

Regards 

---

From: 
Sent: 27 November 2022 16:05
To: Wizz Air Customer Service <notifications@notifications.wizzair.com>
Subject: CONFIRMATION CODE KELYGZ CLAIM ID 2f, CLAIM ID 2f, CLAIM ID f2,CLAIM ID f21,CLAIM ID d9

 

 You Wizzair are a very confusing Miky Mouse outfit to communicate with to determine case status as Wizz air have not answered a single question and have closed cases without  explanation. When this e mail is copied into Resolver all I get back from Wizzair is a generic response to go online to repeat myself which just generates yet another Wizzair complaint and get a new case number going round in circles.

Under my claims I had 5 cases not 6 as that was a complaint but came up as a compliment and because you fail to add the query, I am clueless as to the content but rest assured it was not a compliment. Accordingly submit the full content of my queries into each of the  5 Claim cases below so  it can be viewed as a record when I log onto your site.

Case 1 

SUBMISSION DATE 08/09/2022

This was made as a complaint on booking and status is now what after 80 days

ELAPSED DAYS 80

We are doing our best to process your inquiry as soon as possible. You will certainly get an answer from us within 30 days.

CLAIM ID 2f7

Case 2     (this was appearing as  "Payment under Progress" rather than "Service Complaint" on the other 4

 SUBMISSION DATE 23/10/2022    CLAIM ID 2f

SUBJECT Compensation SUBCATEGORY Flight delay                  

 FLIGHT 17/10/2022 TIA - LTN W94466

STATUS Claim resolved   Your claim has been resolved.

Case 3    

SUBMISSION DATE  29/10/2022   ELAPSED DAYS 29

We are doing our best to process your inquiry as soon as possible. You will certainly get an answer from us within 30 days.

CLAIM ID f2

SUBJECT     Service complaints

SUBCATEGORY

CONFIRMATION CODE KELYGZ

FLIGHT -

PASSENGER -

STATUS -Claim registered

Your claim is well received, thank you for submitting it. (Blah blah standard generic reply)

Case 4

SUBMISSION DATE   29/10/2022   ELAPSED DAYS 29

We are doing our best to process your inquiry as soon as possible. You will certainly get an answer from us within 30 days.

CLAIM ID f21

SUBJECT Service complaints

SUBCATEGORY -

CONFIRMATION CODE KELYGZ

FLIGHT -

PASSENGER-

STATUS Claim registered

Claim 5

SUBMISSION DATE 13/11/2022 ELAPSED DAYS 14

We are doing our best to process your inquiry as soon as possible. You will certainly get an answer from us within 30 days.

CLAIM ID d9    SUBJECT Service complaints

SUBCATEGORY -

CONFIRMATION CODE KELYGZ

FLIGHT   17/10/2022 TIA - LTN W94466

PASSENGER -

STATUS Claim registered

 Wizz air I am not clairvoyant . For reasons unclear only a sum of 400 Euro was paid in sterling  into my account without a text or any notification .  Why was the ticket cancellation refund missing on  my only case with a payment  option Case 2 which was still open implying the cancelled ticket was still under process for payment under case2. 

However,I have just logged on and case 2 is now Closed without any explanation whatsoever. This Cancelled ticket along with an explanation as to how Wizzair  account for its value is outlined in Item 3 in Case 5 as I cannot fathom out on your site how to get continuity of the same complaint. The ticket cancellation refund is now 41 days overdue so an explanation is required.

This e mail is being copied into Resolver who are asking for a progress update which no doubt will get the generic wizzair to log onto their site going nowhere fast  as I will just copy paste this get No online copy of it in yet another new case Number 

 

Sledger

just logged on and it shows as attached