Wizz Air compensation + reimbursement. Advice on how to proceed further?

KeithStewart · 8 April at 8:25AM

Hi, I was wondering if anybody could give me advise where I can turn to next…

On 22/03/2026 we had a return flight from Istanbul to Luton airport (flight time Istanbul 2200 to Luton 2315).

Whilst at Istanbul airport the flight was delayed twice before we were ushered into the last seating area next to the gate, within a fenced off area; we were patted down and bags swabbed for drugs and were not allowed to leave this area once in it (like a pig pen); at this point it was delayed just less than 2 hours. As soon as all passengers were in this area, a Wizz Air employee then told us it was going to be delayed again and it was a fault with the Wizz Air flight which couldn't take off due to a technical fault at Luton. I'm sure this was deliberate as they should provide food and drink if it was delayed more than 2 hours? but we were not allowed outside of this gated area to get food at this point.

We started boarding approx. 01:20 meaning it was 3 hours and 20 minutes late at this point. No food was provided on the plane and we had to pay for anything we had - no hot food was available - only snacks! I kept my receipt for the snacks in a hope to get reimbursed.

The flight was at a much lower altitude to normal and shaved an hour from the flight meaning we got to Gatwick airport at 01:39 UK time.

As we were departing the aircraft at Gatwick, the Wizz Air crew said that a Wizz Air employee will be at the baggage area to divert us to the coach bays where 4 coaches are already waiting for us. There was nobody in the baggage area so everybody on the fight made their way to the coach bays; but no coaches were there. 200 passengers were now running about Gatwick airport in the early hours of the morning like headless chickens as nobody knew what to do. Eventually the flight crew from our flight walked through the baggage area with their coats on and bags as they've now finished their shift - we told them what we knew so one of them called head office. They were told that there was 4 coaches waiting in the coach bays, so they accompanied us to these bays to find no coaches there. Again, they called head office who then changed the story to "2 coaches are now on their way". The Wizz Air crew stayed with us for over half an hour waiting for these coaches before one coach arrived - the Wizz Air staff said, "another should be coming" and left us. However, the bus driver said he was the only one coming leaving almost 100 people stranded. After a lengthy call to Wizz Air customer services (which is recorded) I was advised to make my own way back to Luton airport and keep the tickets as I will be reimbursed. £90 lighter for train tickets we finally reached Luton airport at 6am (that's 6 hours and 45 minutes late - very tired and very hungry).

I put in for a compensation claim under Regulation No 261/2004 which states we should get compensation if you arrive at your scheduled final destination 3+ hours late (compensation is based on the arrival time of the final destination on the ticket, not the diversion airport). On Friday 03/04/2026 I received this email from Wizz Air:

—-

Thank you for contacting Wizz Air Customer Service Department.

We sincerely apologize for the inconvenience caused by the disruption to your journey.

Following a thorough review of your case, we can confirm that flight W6 5328 from Istanbul (IST) to London Luton (LTN) on 22 March 2026 was diverted and operated to London Gatwick (LGW). Based on the recorded arrival time at the diversion airport, the flight arrived with a delay of 2 hours and 33 minutes.

Please be advised that, in accordance with Regulation (EC) No 261/2004 of the European Parliament and of the Council, compensation is payable only when passengers reach their final destination with an arrival delay of at least 3 hours.

As the delay in this instance was less than 3 hours, we regret to inform you that no compensation is due under the applicable regulation.

If you require any additional clarification or support, please do not hesitate to contact us. We remain at your disposal to assist further.

—-

I've tried to email them back explaining that compensation is based on the arrival time of the final destination on the ticket, not the diversion airport; as well as reimbursement for the snacks on the plane and the £90 train tickets to get back ton Luton airport - but I am yet to receive a reply. I've tried calling their customer services but they keep fobbing me off saying they have no access to the compensation records. I am now at a point where I have emailed them and telephoned them over 20 times and I don't seem to be getting anywhere.

I feel like Wizz Air has failed us on many occasions - in fact, I imagine, in some ways they have treated us illegally? How can I proceed this further to get my money back and the compensation?

thanks in advance.

Worried_fool · 8 April at 11:16AM

You need to make your account much shorter: claims are dealt with by AI. The salient point is your arrival time at Luton.

You can make a claim with either CEDR or MCOL.