Wizz Air UK is now complying with its obligations to customers according to the Civil Aviation Authority (CAA) after the airline has taken steps to redress the failings which led to complaints about cancelled flights and passengers being left stranded.
2022 saw the CAA step in following hundreds of complaints from passengers who were left stranded at foreign destinations with no help with accommodation or alternative flights which Wizz Air UK has a duty to provide.
Many passengers also complained about issues with obtaining refunds and expenses for cancelled flights.
Wizz Air entered into a “deed of undertaking” with the CAA to avoid the regulator taking further action.
The deed outlined several obligations that the airline must take in order to rectify its claims handling.
The CAA has now conducted checks on random samples of claims submitted to the airlines and found that those obligations are now being met.
Wizz Air UK Managing Director, Marion Geoffroy, said: “We are pleased the Civil Aviation Authority has recognised the significant steps Wizz Air has taken to improve performance for our customers. Like all airlines in Europe, we faced unprecedented operating challenges in the summer of 2022 but the improvements we put in place have led to a better customer experience and our performance in 2023 was among the strongest in the industry. We are seeing a significant uptick in our customer satisfaction scores and we remain fully committed to continuing to improve our operations in 2024 and beyond.”
As part of the commitment, Wizz Air UK invested £90 million into its UK operation last year to improve efficiency and performance which has resulted in a flight completion rate of 99% and it now processes 90% or refunds within 5 days.