Regulator takes enforcement action against Wizz Air

LONDON - "High volume of complaints": Wizz Air UK stalled passenger refund requests. Eventual enforcement action against Wizz Air has now led to 1.24 million GBP being refunded to passengers, according to the UK Civil Aviation Authority (CAA). Wizz Air will also review its refund processes.

The UK Civil Aviation Authority (CAA) has taken 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 also felt Wizz Air was not providing appropriate care when flights were significantly delayed, the CAA said.

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," the CAA said.