Wizz Air may face a significant payout to passengers following enforcement action taken by the UK airline regulator in response to numerous complaints about unpaid refund claims. The Civil Aviation Authority (CAA) revealed that it had been in contact with Wizz Air for several months after receiving a large number of complaints about the airline’s failure to compensate passengers, particularly in relation to flight cancellations. Paul Smith, the regulator’s joint interim chief executive, described Wizz Air’s treatment of passengers as “unacceptable.” Smith emphasized that airlines must fulfill their obligations to passengers in the event of flight cancellations or delays, and that the regulator will intervene if airlines fail to consistently meet these obligations. The CAA will continue to monitor the situation closely to ensure that passengers receive the compensation they are entitled to and that Wizz Air’s policies improve to provide a better experience for consumers. The airline has committed to making changes to its policies, procedures, and passenger communication in response to the regulator’s action. It has also agreed to reconsider previously rejected claims for replacement flight costs, transfers, and hotel expenses. The CAA’s enforcement action covers claims for flights departing from or arriving at UK airports from March 18, 2022, and cases during this period will be automatically reviewed. Passengers can also request the reopening of claims outside this period, as long as the flight occurred within the past six years. In 2022, the CAA took similar action against Ryanair to ensure compensation for thousands of delayed passengers. Wizz Air has frequently faced criticism for its customer service and was recently named the UK’s worst airline by consumer body Which?. Passengers have complained about being left stranded when flights are canceled and being charged fees at the airport due to technical issues with the airline’s website.
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