In the United Kingdom, the low-cost airline Wizz Air got into trouble with the Civil Aviation Authority because of complicated and delayed reimbursement of ticket money, but also the payment of compensation and expenses. This resorted to enforcement measures.

According to a statement from the CAA, outstanding debts go back well into 2022. The carrier systematically brushed off legitimate claims from passengers or massively delayed payment. After an enormous number of complaints were brought to the Civil Aviation Authority in the summer of 2023, it initiated official proceedings against Wizz Air. The measures resulted in the carrier transferring around 1,24 million pounds sterling to affected travelers.

It is also noteworthy that around 25.000 applications from passengers who were originally turned away by the pink low-cost airline were re-examined. According to the CAA, in 6.000 cases Wizz Air acknowledged its obligation to pay comparatively quickly and met the passengers' demands.

According to the CAA, the threat of much tougher measures led the low-cost airline to change its previous practice in dealing with passengers' claims. The authority considers this a success. At the same time, there is a public reminder that “airlines must routinely take care of their passengers and respect their rights when flights are canceled or delayed.”

“We are pleased that the Civil Aviation Authority has recognized the significant steps Wizz Air has taken to improve performance for our customers. Like all airlines in Europe, we faced unprecedented operational challenges in the summer of 2022, but the improvements we implemented resulted in a better customer experience and our performance in 2023 was one of the best in the industry,” explains Marion Geoffroy , Managing Director of Wizz Air UK.