WizzAir - Refund

Fizzoid7

Hoping this is in the right section...

My partner recently took her parents to Gatwick airport for their flight home to Istanbul, using WizzAir. They went to the check-in desk and despite having paid extra when originally booking for an 'in-person' check in (didn't even realise that was a thing?) were made to pay an additional £89 for checking in at the desk, as the desk attendant wouldn't accept it was paid for, and was refusing to board them

We complained to WizzAir, who are saying they can only refund £70 due to the additional £19 being an airport charge

I have pointed out that we shouldn't have even had to pay any charge due to their mistake, but they are standing firm on not refunding the full amount we paid due to their mistake

Then there's the fact they still haven't refunded us anything even though this has been going on since the end of September...

So I wondered where we stand?

Brie

Well frankly I think that you are completely right but WizzAir has such a reputation that I think I would be happy to get back as much as £70 rather than nothing.

eskbanker

https://wizzair.com/en-gb/information-and-services/prices-discounts/all-services-fees states that the fee payable at the airport is €40pp, so roughly £70 - is there documented evidence of exactly what the other £19 was for, i.e. was it definitely something that would have been included in their original payment?

Fizzoid7

eskbanker said:

link I can't post states that the fee payable at the airport is €40pp, so roughly £70 - is there documented evidence of exactly what the other £19 was for, i.e. was it definitely something that would have been included in their original payment?

WizzAir have emailed us to say it was their mistake and we shouldn't have had to pay at the check in desk because it was paid for at booking

This is what they're saying about the additional fee

Unfortunately, the rest cannot be refunded as it is the additional airport transaction fee. From our side, we have sent you the full amount, which we can see in our system, however, we do not have access to this fee.

eskbanker

Fizzoid7 said:

eskbanker said:

link I can't post states that the fee payable at the airport is €40pp, so roughly £70 - is there documented evidence of exactly what the other £19 was for, i.e. was it definitely something that would have been included in their original payment?

WizzAir have emailed us to say it was their mistake and we shouldn't have had to pay at the check in desk because it was paid for at booking

This is what they're saying about the additional fee

Unfortunately, the rest cannot be refunded as it is the additional airport transaction fee. From our side, we have sent you the full amount, which we can see in our system, however, we do not have access to this fee.

If they're alleging that they collected £19 from the passengers and passed it on to the airport for unspecified transaction fees, which wouldn't have been payable if the original prepayment had been honoured, then there's an argument that they should reclaim that back from the airport for a refund.

Okell

eskbanker said:

Fizzoid7 said:

eskbanker said:

link I can't post states that the fee payable at the airport is €40pp, so roughly £70 - is there documented evidence of exactly what the other £19 was for, i.e. was it definitely something that would have been included in their original payment?

WizzAir have emailed us to say it was their mistake and we shouldn't have had to pay at the check in desk because it was paid for at booking

This is what they're saying about the additional fee

Unfortunately, the rest cannot be refunded as it is the additional airport transaction fee. From our side, we have sent you the full amount, which we can see in our system, however, we do not have access to this fee.

If they're alleging that they collected £19 from the passengers and passed it on to the airport for unspecified transaction fees, which wouldn't have been payable if the original prepayment had been honoured, then there's an argument that they should reclaim that back from the airport for a refund.

This ^^^

If Wizzair have admitted to you by email that you had to pay the additional £89 solely because of their error, tell them that that is what they owe you - £89 and not £70.  They should absorb the £19 because it's a result of their error.  Why should you pay anything for their error?

If they refuse to refund the full amount you will have to decide whether you want to accept the £70 or sue them for £89.

It's up to you

lincroft1710

For £19, it will be more trouble than it is worth trying to get this amount back, even though you appear to be in the right.

Fizzoid7

lincroft1710 said:

For £19, it will be more trouble than it is worth trying to get this amount back, even though you appear to be in the right.

I'm thinking the same thing unfortunately, it's a lot of hassle for less than £20

Seeing as WizzAir still haven't paid us the £70, would a credit card chargeback for the full amount be an option?

born_again

Fizzoid7 said:

lincroft1710 said:

For £19, it will be more trouble than it is worth trying to get this amount back, even though you appear to be in the right.

I'm thinking the same thing unfortunately, it's a lot of hassle for less than £20

Seeing as WizzAir still haven't paid us the £70, would a credit card chargeback for the full amount be an option?

Inn this instance would require a refund receipt & if refund not received in 15 days, then you would have a right.
So you need, date, amount & last 4 of card no to be able to chargeback.