WizzAir passengers may be entitled to refunds after 'unprecedented' regulator intervention
For the second year running, WizzAir has taken home the accolade of worst performing major airline for flight delays from UK airports.
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Passengers may be entitled to refunds if they previously had passenger claims rejected by WizzAir, as the UK’s aviation regulator makes an "unprecedented" intervention.
The Civil Aviation Authority (CAA) has stepped in amid concerns that WizzAir had been withholding funds owed to passengers for cancelled or delayed flights.
WizzAir, the worst performing major airline for flight delays from UK airports, has professed serious improvements in punctuality this year.
Nevertheless, the airline will have to reopen passenger cases and in certain cases pay out on claims it previously rejected.
Birmingham Airport became the worst performing UK airport for delays for a second year running in 2022.
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Paul Smith, the CAA's joint-interim chief said: "We made it clear to WizzAir last year that the way it was treating passengers was unacceptable."
Particular passenger complaints have revolved around not being provided with alternative flight arrangements after WizzAir cancellations, which is a legal obligation.
Airlines must offer the option of a refund or alternative flight, regardless of how far in advance cancellations are made.
Passengers should also have the option to be booked on another airline or other transport if it means they arrive at their destination significantly sooner.
It is estimated that WizzAir will have to revisit up to 10,000 claims.
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Return tickets must be fully refunded even if only one leg is cancelled.
WizzAir has promised to reassess welfare claims including hotel accommodation, ground transportation and airline tickets.
Under the intervention, WizzAir will be forced to reassess rejected claims for flights to or from the UK from 18 March 2022 onwards.
Passengers need not take any action, for these claims will be reviewed automatically.
WizzAir will also be liable to reopen any claims from the past six years, but passengers must request the airline to reopen their claim.
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The most punctual airport in 2022 was East Midlands
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It is estimated that WizzAir will have to revisit up to 10,000 claims.
Wizz Air UK managing director, Marion Geoffroy, said: "We know that we need to rebuild trust, and we want to show our customers how serious we are about making improvements for the future.”
The airline announced that it had developed an automated refund process to handle passenger claims.
Which? travel editor, Rory Boland, said: "WizzAir has an abysmal record on meeting its legal obligations under consumer law, racking up millions of pounds in county court judgements after continually failing to appropriately reroute passengers.”
For two years in a row, WizzAir has taken home the accolade of worst performing major airline for flight delays from UK airports.