Kiwi / Wizz air rescheduling

Moomin_Bear

Hi all! Will start with the booking facts if that's ok? Any advice would be hugely appreciated.

Flights booked via Kiwi for Wizz Air for summer holiday. Flights booked in November 2025 for holiday in July 2026.

Originally booked:
Luton - Vienna (8 hour stop in Vienna)
Vienna - Bulgaria
10 days in Bulgaria
Bulgaria - Luton

Flight to Vienna got cancelled, so we got rerouted via Budapest, now arriving in Bulgaria a day later as a longer layover. We accepted this, and figured we'd enjoy a day in Budapest instead.

Several small flight time adjustments followed by a rescheduling of the return flight 8 hours later! This will cost us roughly £1,000 as we won't be back on time for work commitments.

I have contacted Kiwi but they are saying Wizz are aren't giving any option of rescheduling / refund.

I contacted Wizz Air who say they can offer options, but need the booking email / phone number to access my booking. I gave them my details, but they were incorrect as I need the details used by Kiwi to place my booking.

Back to Kiwi who keep refusing to give me the required details to access the booking for security reasons - they use the same booking credentials for all bookings! I understand this, but that really isn't my concern!

Kiwi take on average around a week to reply, so continuing to email them is just killing valuable time. What can I do please?

Sorting this blasted holiday is turning into a full time job and I wish I'd never booked it!

la531983

Why did you use a third party to book flights with a low cost carrier? That was your first mistake.

Book direct.

As an aside an 8 hour timing change is likely covered in their Ts and Cs.

Moomin_Bear

https://forums.moneysavingexpert.com/discussion/comment/81926356#Comment_81926356

Yes, I'm well aware of this now and certainly won't make the same mistake again. Unfortunately though that doesn't help the current situation :-(
Wizz Air say I should be able to reschedule, but without the log in credentials, they can't access my booking. This is what their website says…..

If your flight is delayed by 5 hours or more or delayed overnight, you may choose one of the options below. The exact list of options available to you can be found in your WIZZ Account or cancellation email sent by Wizz Air.

1. ACCEPT NEW SCHEDULE
You can take the delayed flight. No further actions are needed from you in this case.

2. REBOOK
You can rebook to another flight operated by Wizz Air on the same or comparable route on any of the 14 days before or 30 days after the originally scheduled departure date free of charge, subject to seat availability.

la531983

Well you now have to contact the agent you booked with in order to make the option 2 change, and deal with their timescales.

Moomin_Bear

https://forums.moneysavingexpert.com/discussion/comment/81926370#Comment_81926370

But they are saying I have no option to change, regardless of what Wizz Air website says!

Woodstok2000

https://forums.moneysavingexpert.com/discussion/comment/81926391#Comment_81926391

Thats correct - you booked with kiwi and are subject to their terms and conditions, not those of Wizz.

Westin

I suspect Kiwi.com booked this as separate tickets - to give you the cheaper air fare. This will mean that although Wizz made have changed the 1st sector LTN-VIE, now LTN-BUD, the 2nd sector onward to Bulgaria may not be impacted, or at least not time scales that allow for a refund or overnight travel delay that you quote from WizzAir. Kiwi’s T&C will apply.

With many London, even Luton options to fly to Bulgara direct, did you save much by picking such a connection? I fear this mess will come to haunt.

As mentioned by others, you are tied to Kiwi.com’s T&C’s, timescales and even desire to sort this out.

Moomin_Bear

Honestly I didn't save enough to justify this hassle, they are a nightmare! I'm not fussed about the re-scheduling for the outbound flight, it's the 8 hour delay on the homeward leg meaning we won't be home in time. Surely if I booked a certain itinerary and the new itinerary is completely different, Kiwi are bound to fix the problem or refund if they can't supply what I ordered?

Kiwi say:

Getting help from the airlines

If you’d rather deal directly with the airlines and you haven’t accepted any alternative option or a refund from us, you can. Your options will always depend on the applicable law (such as  EC261) and the conditions of the airlines.
Airlines who caused the disruption should always offer you some options for the disrupted part of the trip. For example, under EU rules, they have to provide you with a free alternative or refund if they cancel your flight. 


But they aren't allowing me to deal with the airline because they won't give me the booking details!

Grumpy_chap

Why will it cost you £1k being back later and affecting the work commitments?

How many of you are travelling?

Can you book extra annual leave / unpaid leave?

Moomin_Bear

We run a childrens party company so leave isn't an option, we already have bookings. If push comes to shove we'll get home around 2am and be at work at 8am, but any further delays and we'd be in big trouble :-/

I just find it baffling that these kind of companies are allowed to operate. I'm trying to change my Summer holiday to ensure my customers aren't affected, but Kiwi can't even uphold their own T+C's!

Westin

Have you looked over your Kiwi/Wizz confirmation paperwork to find the WizzAir PNR number? Likely 6-7 alphanumerical characters. Using this (plus your surname) you may be able to access your booking and manage from there. Use “Find my booking” on the airline website.