Wizzair does not honor its own policy

marlei

And they basically call me a liar.

marlei

eskbanker said:

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.

I got an official response from them. Please see my further posts. Unbelievable...

eskbanker

marlei said:

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.

It's still a guess rather than confirmed fact, in that the excerpt you quote still doesn't actually confirm that they'd have changed the name without charge, but if you can convince them that you did call them (e.g. screenshot of your phone call log, showing a call to their number lasting an appropriate duration) then that might trigger a more helpful response.

marlei

eskbanker said:

marlei said:

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.

It's still a guess rather than confirmed fact, in that the excerpt you quote still doesn't actually confirm that they'd have changed the name without charge, but if you can convince them that you did call them (e.g. screenshot of your phone call log, showing a call to their number lasting an appropriate duration) then that might trigger a more helpful response.

I sent them screenshots. They still deny it and their responses are so rude, like zero customer respect. Their final response is "for the future we can only advice to contact Call Centre immediately in case of problems like this one to avoid paying additional fees"
They even told me that they won't refund me for that if the flight is canceled by them!

Also when I asked how is it possible that the system allows to book two tickets for the same name under one reservation, the answer I got was: 
"Also, quite a lot of people in this world have same name, if we block ability to book for the passengers if that flight already had person with a same name, it would lead to a multitude of problems." Really? On one reservation? Shouldn't their system at least send a warning about this?

Frankly, it's not the extra charge that I paid that is bothering so much, but their attitude, the way they treat customers. I really regret booking this flight and surely will never order any more services from them.

Ganga

marlei said:

eskbanker said:

marlei said:

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.

It's still a guess rather than confirmed fact, in that the excerpt you quote still doesn't actually confirm that they'd have changed the name without charge, but if you can convince them that you did call them (e.g. screenshot of your phone call log, showing a call to their number lasting an appropriate duration) then that might trigger a more helpful response.

I sent them screenshots. They still deny it and their responses are so rude, like zero customer respect. Their final response is "for the future we can only advice to contact Call Centre immediately in case of problems like this one to avoid paying additional fees"
They even told me that they won't refund me for that if the flight is canceled by them!

Also when I asked how is it possible that the system allows to book two tickets for the same name under one reservation, the answer I got was: 
"Also, quite a lot of people in this world have same name, if we block ability to book for the passengers if that flight already had person with a same name, it would lead to a multitude of problems." Really? On one reservation? Shouldn't their system at least send a warning about this?

Frankly, it's not the extra charge that I paid that is bothering so much, but their attitude, the way they treat customers. I really regret booking this flight and surely will never order any more services from them.

I suppose it is possible some one like Mrs Rose Smith and her daughter also called Rose Smith could book to fly with them ,would be unhappy if tickets were cancelled because the same name.

eskbanker

Ganga said:

marlei said:

eskbanker said:

marlei said:

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.

It's still a guess rather than confirmed fact, in that the excerpt you quote still doesn't actually confirm that they'd have changed the name without charge, but if you can convince them that you did call them (e.g. screenshot of your phone call log, showing a call to their number lasting an appropriate duration) then that might trigger a more helpful response.

I sent them screenshots. They still deny it and their responses are so rude, like zero customer respect. Their final response is "for the future we can only advice to contact Call Centre immediately in case of problems like this one to avoid paying additional fees"
They even told me that they won't refund me for that if the flight is canceled by them!

Also when I asked how is it possible that the system allows to book two tickets for the same name under one reservation, the answer I got was: 
"Also, quite a lot of people in this world have same name, if we block ability to book for the passengers if that flight already had person with a same name, it would lead to a multitude of problems." Really? On one reservation? Shouldn't their system at least send a warning about this?

Frankly, it's not the extra charge that I paid that is bothering so much, but their attitude, the way they treat customers. I really regret booking this flight and surely will never order any more services from them.

I suppose it is possible some one like Mrs Rose Smith and her daughter also called Rose Smith could book to fly with them ,would be unhappy if tickets were cancelled because the same name.

And many Americans seem to like perpetuating names down the generations, one obvious example being Donald Trump, although I suspect that the likelihood of both DT senior and junior booking onto a Wizz Air flight is fairly remote!

marlei

Ganga said:

marlei said:

eskbanker said:

marlei said:

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.

It's still a guess rather than confirmed fact, in that the excerpt you quote still doesn't actually confirm that they'd have changed the name without charge, but if you can convince them that you did call them (e.g. screenshot of your phone call log, showing a call to their number lasting an appropriate duration) then that might trigger a more helpful response.

I sent them screenshots. They still deny it and their responses are so rude, like zero customer respect. Their final response is "for the future we can only advice to contact Call Centre immediately in case of problems like this one to avoid paying additional fees"
They even told me that they won't refund me for that if the flight is canceled by them!

Also when I asked how is it possible that the system allows to book two tickets for the same name under one reservation, the answer I got was: 
"Also, quite a lot of people in this world have same name, if we block ability to book for the passengers if that flight already had person with a same name, it would lead to a multitude of problems." Really? On one reservation? Shouldn't their system at least send a warning about this?

Frankly, it's not the extra charge that I paid that is bothering so much, but their attitude, the way they treat customers. I really regret booking this flight and surely will never order any more services from them.

I suppose it is possible some one like Mrs Rose Smith and her daughter also called Rose Smith could book to fly with them ,would be unhappy if tickets were cancelled because the same name.

I am not telling that tickets should be necessarily cancelled, but I think it would be honest to send a warning like: "You are booking two tickets under the same name. Are you sure that you would like to proceed?"

And mine main claim wasn't about this.