Wizz Air Compensation Received - via Aviation ADR

Moneyspice

In June'22 on the morning of departure Wizz cancelled our flight from Faro to LGW. No alternative flight was available with them for 3 days and there was no offer of accommodation or flights with another carrier. I needed to get home so purchased 2 new tickets with EasyJet that meant a delay of 6 hours rather than 3 days.

Wizz tried to refund my cancelled flight tickets by providing a credit to my Wizz account i.e. vouchers rather than a credit card refund. I had to keep chasing them by email but did eventually get a card refund. Partly due to their reluctance to refund I also applied to Wizz for compensation using the forms on their web site. Again I had to chase several times before getting any reply. They said the "delay" (flight was actually cancelled) was due to exceptional circumstances and no compensation was payable. It looked very much like a generic email response? I asked what those exceptional circumstances were but got no answer. All communication was via email as I refused to call their premium rate phone number for customer services!

At the end of July I opened a claim with the adjudicator Aviation ADR. It's an easy online process where you provide details of the cancelled or delayed flight and upload any supporting documents; copy communication with the airline, receipts for expenses incurred etc. You have to be patient and let the process run its course but it's a free service for the consumer and the adjudicators decision is binding on the airline.

In September'22 while the Aviation ADR case was still open Wizz suddenly confirmed by email that they were paying EU compensation of €800 - it arrived in my account early November. I notified Aviation ADR and asked them to rule on whether I was also entitled to expenses - specifically the difference in ticket price (amount paid to Easyjet less my Wizz refund) and snacks at the airport while we waited for that later flight.

In March'23 the adjudicator issued a final ruling awarding my expenses in addition to the EU compensation already received. At that point it became clear that Wizz had filed no defence with the adjudicator! I wrote to Wizz UK at Luton and emailed the customer services team in Hungary reminding them of their obligation to pay. They tried to tell me the case was closed so I sent them a copy of the adjudicator ruling and asked them to pass that to the team at Wizz who work with Aviation ADR.

Pleased to report that today those expenses have been paid to my bank account in full!

Personally I will never buy another Wizz flight but I hope the above will help others who are struggling to get recompense for delayed or cancelled flights!