Airline Delays Refund for Stranded Passengers Following Cancellation

A passenger’s experience with Wizz Air highlights the challenges faced when airlines fail to promptly address flight cancellations and reimburse expenses. After arriving at Vilnius Airport in Lithuania on October 5, 2023, at 04:00, a traveler discovered that their flight had been cancelled, leading to a prolonged struggle to recover incurred costs.

The passenger, who was left stranded for two days, initially faced a chaotic scene at the airport. A security alert involving helium weather balloons carrying contraband from Belarus had caused the cancellation of 30 flights, affecting nearly 6,000 travelers. Despite assurances from airline staff regarding compensation, the reality of the situation soon became evident.

After enduring over five hours of waiting, the couple received a confusing array of instructions. They were informed they would receive €400 each for their troubles, but due to an app glitch, they had to navigate to a different ticket office manned by only one employee. This resulted in another lengthy wait, ultimately leading to further confusion about the rebooking process.

Once the new flight home was secured, the couple learned they needed to claim expenses separately. Despite meticulously keeping every receipt, they quickly discovered that submitting a claim could be a daunting task. Wizz Air’s website indicated that requests would be processed within 30 days, yet the passenger faced a frustrating 50-day wait for any reimbursement.

In the early stages of the claims process, Wizz Air requested additional documentation for a taxi invoice. The request was followed by radio silence from the airline, prompting the traveler to seek assistance through social media. Unfortunately, this effort yielded no results, as they were met with fake accounts rather than any official response from Wizz Air.

On November 24, after escalating the matter to the airline’s press office, the customer service team responded, apologizing for the delay and requesting bank details. However, they subsequently informed the traveler that their compensation claim had been declined based on “extraordinary circumstances” as defined by European Regulations.

The final resolution came on November 26, when the couple received £155.50 in their account, significantly less than the £212 they had anticipated. Wizz Air cited issues with two receipts as reasons for the reduced refund and declined to cover a £40 parking charge, claiming it was not liable for “consequential damages.”

This experience raises important questions about consumer rights and the responsibilities of airlines when cancellations occur. The passenger expressed concern that most travelers might not have the same level of advocacy or knowledge to pursue claims.

A spokesperson for Wizz Air acknowledged the situation, stating, “Once the correct documentation was received, a technical issue in our system caused a further delay in issuing the refund. Wizz Air apologises for any inconvenience caused.” The airline has committed to improving customer operations but has yet to clarify the nature of the technical issue or how many passengers were impacted.

As travelers continue to face uncertainties with airlines, this incident serves as a cautionary tale about the importance of being prepared and proactive in claiming reimbursements following travel disruptions. Those who have experienced similar issues with Wizz Air are encouraged to reach out for support and share their experiences.