Wizz Air’s agreement with the CAA and what this means for customers 

Last week, Wizz Air announced it signed a deed of undertaking with the Civil Aviation Authority. As part of the agreement, Wizz Air committed to re-look at welfare claims it received following flight disruptions. This covers the expenses for replacement flight costs, transfers when replacement flights were via different airports, and care and assistance – typically hotel costs.

The following Q&A outlines which claims are eligible for review and how customers can claim their money back.

1) Is my claim eligible to be reopened?
Wizz Air is undertaking a review of closed expense claims for passengers on flights that were scheduled to depart from or arrive into the UK on or after 18th March 2022. These are otherwise known as welfare claims.  

If the review shows that you are owed money, Wizz Air will arrange for you to receive a refund, or an additional payment to make up the difference owed if you have already received a payment from the airline.

2) What can I claim for?
Welfare expense claims refer to costs incurred by customers for out-of-pocket expenses such as hotel accommodation, ground handling and airline tickets, for when Wizz Air flights were disrupted. Welfare claims differ from compensation claims.

Wizz Air will only review claims which are supported with receipts and made up of one or more of the following:

• Replacement flight costs (because a replacement flight was not offered, or the replacement offered was unsuitable, for instance because it was days later and earlier comparable alternatives were available)
• Costs of transferring the passenger to their original airport or another close by destination if that passenger is re-routed via alternative airports
• Care expenses, typically for overnight accommodation

3) What is excluded? 

 Wizz Air will not review your claim if:

1. You have already taken steps to escalate it to a court or to Wizz Air’s Alternative Dispute Resolution body
2. You only claimed for meals and refreshments
3. The total amount you claimed for all of the above costs combined was less than £20 per booking
4. Your disrupted flight was not due to depart from or arrive into the UK
5. Your flight disruption was before 18 March 2022 (if it was please see further information below)

 4) How can I get my claim re-opened? 

Claims for passengers on flights that were scheduled to depart from or arrive into the UK on or after 18th March 2022 will be automatically assessed by Wizz Air.

If the review shows that you are owed money, the airline will arrange for you to receive a refund, or an additional payment to make up the difference owed if you have already received a payment. Wizz Air has committed to contact passengers eligible for a payment by 30th September, 2023.

If passengers want to access their claim again, they are advised to reply to their previous email exchange with Wizz Air. If they cannot access their previous email exchange, they can contact Wizz Air’s bookings line with information to help the airline locate the claim. Customers should try and provide as much information as possible, including the booking number, case number, flight date and route and the names of the passengers.

5) If successful, when will I receive my refund and in what form? 

You have two options for your refund, either cash returned to your bank account, or you can receive 120% of your claim in WIZZ credits. Wizz Air will make 120% WIZZ credit refunds within 24 hours and process 100% ticket refunds within 7 working days once their claim has been approved.