Wizz Air lost luggage 77 days ago and don't want to pay

darkclouds001

Wizz Air lost my parents' luggage on 12th May, flight from Warsaw to Milan-Bergamo. We followed the standard procedure, filed an official complaint. It’s now been 77 days and they still claim they are looking for it. They’re saying they started the “second procedure” of searching and they’re refusing to pay any compensation, they keep repeating they’re still searching. I asked them how long they need to search for before they pay compensation but they keep pasting the same response “We are still searching”. Of course I provided them with receipts for things in the suitcase, the suitcase itself etc. It seems whatever email I send to them with questions, they just respond with the same “we are searching, we will let you know”.

Their official guidelines are that after 21 days the luggage is officially lost but they don’t stick to these rules.

On their website it says: if the baggage is not found within 21 days of reporting it at the destination airport, Wizz Air will be liable for loss

https://wizzair.com/en-gb/information-and-services/travel-information/baggage

Has anyone been in a similar situation before? How long did it take for you to get paid? Should I just wait? Any tips?

Just to clarify, my parents reside in Poland, therefore we can't use the small claims court or any UK-based services to make them pay...

turnitround

What do you mean by 'filed an official complaint'?

Did your parents fill out the Property Irregularity Report at the airport.

darkclouds001

turnitround said:

What do you mean by 'filed an official complaint'?

Did your parents fill out the Property Irregularity Report at the airport.

Apologies for the confusion. Yes, they did everything as per the standard procedure. The PIP at the airport, it was in the official tracking system World Tracer. We then filed an official complaint to Wizz Air, provided them with copies of PIP, baggage tag, receipts for things in the suitcase etc.