REG - Civil Aviation Auth. - Update on Wizz Air enforcement action

Wizz Air HoldingsAnnouncement

17/01/2024 08:15

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RNS Number : 9027Z  Civil Aviation Authority  17 January 2024

17 January 2024

Regulator's enforcement action sees over £1 million refunded to Wizz Air
passengers

·    £1.24 million paid to passengers after enforcement action taken by
the UK Civil Aviation Authority against Wizz Air.

·    Action was taken after serious concerns by the regulator over high
volumes of complaints about the airline and its failure to meet passenger
rights obligations.

·    More than 25,000 claims re-examined, resulting in additional payments
made in around 6,000 cases.

Enforcement action against Wizz Air has led to £1.24 million being refunded
to passengers the UK Civil Aviation Authority has announced.

The UK Civil Aviation Authority took enforcement action against Wizz Air last
year following significant concerns over high volumes of complaints about the
airline not paying passengers what they are owed and failing to meet its
passenger rights obligations.

Passengers were left frustrated because they believed the airline had failed
to meet its passenger rights obligations, particularly around providing
alternative flights to enable passengers to get to their destinations when
their flight had been cancelled.

Passengers also felt Wizz Air was not providing appropriate care when flights
were significantly delayed.

The undertakings required Wizz Air to make changes to its policies to ensure
that in future it consistently complies with its re-routing and care
obligations.

Wizz Air was also required to review previously assessed claims it received
for replacement flight costs, transfers when replacement flights were via
different airports, and care and assistance (typically hotel costs) following
flight disruption.

The airline cooperated with the action and has now completed its review of
claims. This has led to more than 25,000 claims being re-examined, and
additional payments given in around 6,000 cases.

Paul Smith, Consumer Director at the UK Civil Aviation Authority, said:

"This is good news for passengers and our concerns have been validated by the
outcome of our actions.

"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."

The regulator's action covered claims made for flights due to depart from or
arrive into a UK airport on or after 18 March 2022.

No action was needed on the part of these passengers to ensure their claims
were reviewed.

Following Wizz Air's review of claims, the UK Civil Aviation Authority
undertook sample checks to gain assurance that passengers have received what
they were owed. These checks have provided confidence that Wizz Air has now
met its air passenger rights obligations for these previously considered
claims. These obligations apply to all airlines operating into and from the
UK.

The UK Civil Aviation Authority also worked closely and in cooperation with
Wizz Air to improve its policies, procedures and passenger communications. UK
passengers should now be better informed about their rights and options when
faced with disruption.

-ENDS-

 

For further information contact

 

Andrew McConnell, Head of Media & External Affairs - 0333 103 6000)

Diana Yazovskaya, Communications Officer - 0333 103 6000

 

Notes to Editors

·    The UK Civil Aviation Authority is the UK's aviation and aerospace
regulator. We work so that the aviation industry meets the highest safety
standards and consumers have choice, value for money, are protected and
treated fairly when they fly.

·    The UK Civil Aviation Authority took enforcement action against Wizz
Air (Wizz Air UK Limited and Wizz Air Hungary Limited) last year following
significant concerns over high volumes of complaints about the airline not
paying passengers what they are owed.

·    Some 25,486 claims were re-looked at by Wizz Air. More information on
Wizz Air's review of expense claims can be found on our website.
(https://www.caa.co.uk/passengers/resolving-travel-problems/travel-company-problems/enforcement-action/wizz-air-closed-expenses-claims)

·    The Civil Aviation Authority's civil enforcement powers stem from
Part 8 of the Enterprise Act 2002. The regulator can use these powers to seek
information and undertakings from businesses if it believes they are breaching
consumer law in a way that harms the collective interests of consumers.

·    An undertaking is a voluntary agreement a firm
makes to address an enforcement authority's concerns. An Undertaking can
also include enhanced consumer measures to provide redress to consumers who
have already suffered loss because of the suspected breaches.

·    The Undertaking was provided to the UK Civil Aviation Authority
voluntarily and without any admission of wrongdoing or liability. It should
not be assumed that Wizz Air breached the law - only a court can decide
whether a breach has occurred.

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