Wizz Air complaints handling and compensation delays ‘unacceptable’, says CAA

Anna Bowles, head of consumer policy and enforcement at the CAA, said: "Passengers have every right to expect their complaints and claims to be resolved quickly and efficiently and to be treated fairly by airlines. The volume of complaints and claims received by ADR in respect of Wizz Air is far higher than those seen for other airlines. This, alongside the delays in processing and paying claims and the large number of county court judgments made against Wizz Air, has raised significant concerns for the CAA."

Bowles continued: "We have made it clear to Wizz Air its behaviour is unacceptable and that we expect overdue complaints and claims to be resolved in advance of Christmas. We understand the payment of county court judgements may continue into January, but we are encouraging Wizz Air to ensure that the payment of these is also prioritised. We will continue to monitor the situation. Where we have evidence that an airline is letting passengers down, we won’t hesitate to take further action where required.”

The CAA said Wizz Air had acknowledged the situation and "expressed regret" while also making commitments it will clear the claims backlog and outstanding ADR payments by Christmas. It added Wizz was "working to identify and conclude all outstanding CCJs".

TTG has approached Wizz for comment.