Wizzair does not honor its own policy

marlei

Hello,

I booked 2 Wizzair tickets on Thursday. I was sure that I double checked all the details, but when I got the tickets by mail I discovered that both carry my name! I contacted Wizzair call center immediately but I was still charged 55£ name change fee. They were not helpful at all and just told me to open a claim via the app. The processing time of a claim is 30 (!) days, and it will be probably rejected. What I found on their website is that if you make changes to the reservation within 2 hours of the booking it should cost you nothing, and yet they still charged me!
Has anyone experienced something similar? Is there anything that can be done in this situation?

la531983

Im just amazed they are sending tickets out by MAIL?  Did you book direct with them? Its all web based, same as Easyjet or Ryanair, isnt it?

eskbanker

marlei said:

What I found on their website is that if you make changes to the reservation within 2 hours of the booking it should cost you nothing, and yet they still charged me!

Where specifically have you found a 'free change within two hours' term?

TELLIT01

Even if changes will be free within 2 hours of booking, the tickets can't possibly arrive within 2 hours by mail.

Wizzair have probably the worst customer service rating of any airline operating in the UK, even worse than RyanAir.

marlei

eskbanker said:

marlei said:

What I found on their website is that if you make changes to the reservation within 2 hours of the booking it should cost you nothing, and yet they still charged me!

Where specifically have you found a 'free change within two hours' term?

On their official website, under "traveling documents' section. I am not allowed to enter the link here. You can just google "name change 2 hours wizzair" and it's the first thing that comes out.

marlei

la531983 said:

Im just amazed they are sending tickets out by MAIL?  Did you book direct with them? Its all web based, same as Easyjet or Ryanair, isnt it?

I meant E-mail, sorry for the confusion I booked via the app and tickets arrived by email within minutes. 

eskbanker

marlei said:

eskbanker said:

marlei said:

What I found on their website is that if you make changes to the reservation within 2 hours of the booking it should cost you nothing, and yet they still charged me!

Where specifically have you found a 'free change within two hours' term?

On their official website, under "traveling documents' section. I am not allowed to enter the link here. You can just google "name change 2 hours wizzair" and it's the first thing that comes out.

That relates to correcting names (typos, etc) not changing the booking to a different person:

NAMES

Please make sure that when you are booking a flight you provide the full name of the passenger accurately, exactly as it is written in the travel document the passenger will be using.

In case you made a mistake during booking, you can use the free online name change option on your flight summary page if:

• Wrong title (male/female)
• Shortened name (Thomas J. Smith vs. Thomas John Smith)
• Misspelling/typo/ up to 3 characters

For other name corrections please contact the Wizz Air Call Centre within 2 hours of the booking. After this deadline, a name change fee will have to be paid:

• ‎€60.00 when changing the name on our site
• [name-change location=CallCentre] when changing through the Wizz Air Call Centre. A Call Centre Transaction Fee will be applied in addition to the Name Change Fee.

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

Changing the passenger is dealt with at https://wizzair.com/en-gb/information-and-services/booking-information/changing-your-reservation

marlei

TELLIT01 said:

Even if changes will be free within 2 hours of booking, the tickets can't possibly arrive within 2 hours by mail.

Wizzair have probably the worst customer service rating of any airline operating in the UK, even worse than RyanAir.

Judging from my experience, this is 100% true 😞

marlei

eskbanker said:

marlei said:

What I found on their website is that if you make changes to the reservation within 2 hours of the booking it should cost you nothing, and yet they still charged me!

Where specifically have you found a 'free change within two hours' term?

"For other name corrections please contact the Wizz Air Call Center within 2 hours of the booking. After this deadline, a name change fee will have to be paid" - this clearly refers to name change, not a typo correction, and it then followed by the fee to be paid (after 2 hours) - which is exactly the amount that I was required to pay.

eskbanker

marlei said:

eskbanker said:

marlei said:

What I found on their website is that if you make changes to the reservation within 2 hours of the booking it should cost you nothing, and yet they still charged me!

Where specifically have you found a 'free change within two hours' term?

"For other name corrections please contact the Wizz Air Call Center within 2 hours of the booking. After this deadline, a name change fee will have to be paid" - this clearly refers to name change, not a typo correction, and it then followed by the fee to be paid (after 2 hours) - which is exactly the amount that I was required to pay.

Your interpretation obviously differs from Wizz Air's and based on what's published, I'd agree with them that you can correct a name FOC within two hours, but not change it to someone else's.

marlei

I got an official response from them by email: "Indeed, if you contact Call Center within 2 hours of the booking we would be able to help you with the name change, but I would like to point out that in booking history I see that change was done online, I also don't see any commentary from our agents, which means that you hadn't contacted the Call Center, and did change online. "
So I guess my interpretation was right. The matter is that I did contact them by phone! And now they are denying it. What a terrible customer service.