Regulator's enforcement action sees over £1 million refunded to Wizz Air passengers

At a glance

• £1.24 million paid to passengers after enforcement action taken by the UK Civil Aviation Authority against Wizz Air.
• Action was taken after serious concerns by the regulator over high volumes of complaints about the airline and its failure to meet passenger rights obligations.
• More than 25,000 claims re-examined, resulting in additional payments made in around 6,000 cases.

Enforcement action against Wizz Air has led to £1.24 million being refunded to passengers the UK Civil Aviation Authority has announced.

The UK Civil Aviation Authority took enforcement action against Wizz Air last year following significant concerns over high volumes of complaints about the airline not paying passengers what they are owed and failing to meet its passenger rights obligations.

Passengers were left frustrated because they believed the airline had failed to meet its passenger rights obligations, particularly around providing alternative flights to enable passengers to get to their destinations when their flight had been cancelled.

Passengers also felt Wizz Air was not providing appropriate care when flights were significantly delayed.

The undertakings required Wizz Air to make changes to its policies to ensure that in future it consistently complies with its re-routing and care obligations.

Wizz Air was also required to review previously assessed claims it received for replacement flight costs, transfers when replacement flights were via different airports, and care and assistance (typically hotel costs) following flight disruption.

The airline cooperated with the action and has now completed its review of claims. This has led to more than 25,000 claims being re-examined, and additional payments given in around 6,000 cases.

Paul Smith, Consumer Director at the UK Civil Aviation Authority, said:

“This is good news for passengers and our concerns have been validated by the outcome of our actions.

“While we welcome the steps taken by Wizz Air after falling short in its treatment of disrupted passengers, airlines should routinely look after passengers and uphold their rights when flights are delayed and cancelled. 

“Passengers have every right to expect their claims to be resolved quickly, efficiently and in line with the regulations. These outcomes will now provide Wizz Air’s passengers with a better experience.”

The regulator’s action covered claims made for flights due to depart from or arrive into a UK airport on or after 18 March 2022.

No action was needed on the part of these passengers to ensure their claims were reviewed.

Following Wizz Air’s review of claims, the UK Civil Aviation Authority undertook sample checks to gain assurance that passengers have received what they were owed. These checks have provided confidence that Wizz Air has now met its air passenger rights obligations for these previously considered claims. These obligations apply to all airlines operating into and from the UK.

The UK Civil Aviation Authority also worked closely and in cooperation with Wizz Air to improve its policies, procedures and passenger communications. UK passengers should now be better informed about their rights and options when faced with disruption.

Notes to editor

• The UK Civil Aviation Authority is the UK’s aviation and aerospace regulator. We work so that the aviation industry meets the highest safety standards and consumers have choice, value for money, are protected and treated fairly when they fly.
• The UK Civil Aviation Authority took enforcement action against Wizz Air (Wizz Air UK Limited and Wizz Air Hungary Limited) last year following significant concerns over high volumes of complaints about the airline not paying passengers what they are owed.
• Some 25,486 claims were re-looked at by Wizz Air. More information on Wizz Air’s review of expense claims can be found on our website.
• The Civil Aviation Authority’s civil enforcement powers stem from Part 8 of the Enterprise Act 2002. The regulator can use these powers to seek information and undertakings from businesses if it believes they are breaching consumer law in a way that harms the collective interests of consumers.
• An undertaking is a voluntary agreement a firm makes to address an enforcement authority’s concerns. An Undertaking can also include enhanced consumer measures to provide redress to consumers who have already suffered loss because of the suspected breaches.
• The Undertaking was provided to the UK Civil Aviation Authority voluntarily and without any admission of wrongdoing or liability. It should not be assumed that Wizz Air breached the law – only a court can decide whether a breach has occurred.