Wizz Air has paid £1.24m to passengers after the UK’s Civil Aviation Authority (CAA) told it to reassess compensation claims following high numbers of complaints about its treatment of customers.
The aviation regulator originally took action against Wizz in 2023 when it said the airline’s treatment of passengers had been “unacceptable” after customers complained that they had not been paid what they were owed.
The CAA told the Hungarian airline to re-examine 25,000 claims from passengers around issues such as compensation and care for delayed flights since 18 March 2022, and said around 6,000 cases have seen additional payments as a result.
Wizz has also changed its policies to ensure it complied with its customer care and re-routing obligations in the future, with the CAA saying that sample checks of the re-examined claims “provided confidence” that the airline had now met its obligations.
Paul Smith, consumer director at the CAA, said: “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.”
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