We submitted a claim to a dispute resolution scheme, which ruled in our favour
In June 2022, my partner and I had a scheduled flight with Wizz Air from London to Athens. However, just before boarding, the airline canceled the flight. To salvage our holiday plans, we decided to rebook with British Airways for the following morning, spending £1,236 on the new flights. Additionally, we had to pay £279 for a one-night stay at a hotel near Gatwick airport.
Upon our return, we contacted Wizz Air, requesting a refund of £1,144, which represents the cost of the new flights and hotel, minus £370 for the original flight. Furthermore, we sought £700 in compensation for the inconvenience caused by the cancellation.
After extensive communication, Wizz Air refused to reimburse our costs, leading us to file a claim with the AviationADR dispute resolution scheme. Eventually, the scheme ruled in our favor, confirming that Wizz Air owed us £1,844.
While Wizz Air has paid the £700 compensation, they are now refusing to pay the remaining amount. We have tried to contact both the airline and AviationADR, but neither has a direct phone number, and our emails have gone unanswered.
We are wondering what options are available to reclaim this money and if hiring a solicitor is necessary.
By fortunate coincidence, two senior Wizz Air managers visited the Guardian recently, so I took the opportunity to discuss your case with them. The airline has been attempting to improve its customer service reputation after facing negative headlines. They assured us that they are committed to rectifying matters and have made various changes to enhance customer service.
According to the Wizz Air executives, your case was indeed an error, and they confirmed that your claim will now be paid. They also highlighted that some customer issues arose due to bookings made through online travel agents, which sometimes resulted in the airline lacking the necessary contact information for problem resolution or refunds. Therefore, they advise passengers to book directly with the airline to avoid such complications, whether it’s Wizz Air, Ryanair, or any other carrier.
