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1.2 139 Reviews

WIZZ Air Complaints Summary

8 Resolved
131 Unresolved
Our verdict: If considering services from WIZZ Air with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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5:33 pm EDT
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WIZZ Air extortionate charge for a baggage. want a full refund.

We departed from Luton Airport on 13th June 2018. We were originally supposed to fly with Easy Jet, but they saw fit to cancel their flights and LoveHolidays arranged for us to then fly with Wizzair. (We paid for Easy Jet 3x 23kg luggage), to our slight dismay we discovered that our luggage allowance (although transferred over) was then reduced by 9kg ( over 3kg per bag), however we had a total of four bags all under the weight of the combined 60kg, baggage allowance also includes dependant of size 10kg each hand luggage. I repeat we were well under the allowance, we had no problem checking luggage in, including my Dad's wheelchair, nobody in Luton questioned that we checked in four bags (despite the boarding passes showing three bags paid for). The flight out was delayed, amusingly we called to check in desk and boarding began, even though the plane was still taxing down the runway. May Mum and Dad were deposited at gate 20 for wheelchair assistance, due to the flight delay they spent approximately 45 mins, getting very cold waiting to be able to board plane. A lot of people paid for Priority boarding, although we didn't, we were quite amused that they were stood outside in the cold whilst us mere mortals waited in the slight warmth, for the plane to be emptied of its passengers and luggage etc. Once boarding commenced, my husband and I boarded in our pre-organised seats as per travelling with a disabled person. We were in row 29a to c. As the plane painfully filled up, I was approached several times and asked if I was travelling alone, this was because my Mum and Dad were sat in the disabled transport outside the plane for minimum of 15mins. They were eventually permitted to get on the plane, their hand luggage was placed halfway down the plane, as oversized hand luggage were permitted taking up room above the nearby overhead hold. We took off and our holiday finally began.

Now the return journey:
We again check in our luggage, not as smoothly run as in England, explaining that yes will need help getting on the plane but not requiring aide to get through to departures. The check in staff member then queried how many bags we checked in, and despite again being well under the 60kg, excluding the 40kg combined hand luggage we were permitted and also elected to have one of the hand luggage to go in the hold, we were informed that we would have to pay 65 Euro's for the fourth bag, as the weight is irrelevant and we had only paid for three bags. To say we were disgusted is an understatement. Please explain how in England common sense ruled and there was no issue but we were held to ransom in Bulgaria? Fuel is measured on weight not how many bags, an absolute slur to the end of our holiday. Hence we require a full refund. To add insult to injury, once we were seated (and this time we were all permitted to go on together and was first on the plane, row 29a to c), we were informed that Wizzair policy is that the disabled person has to sit next to the window (wasn't explained on trip out), not that it mattered as my Dad more than happy to sit by the window, however a strange policy all the same. Then as you will see photo evidence, my fold down table was broken, it had two orange stickers trying to hold it up - which was useless and not fit for purpose (the hostess said that should it keep falling down to let her know, I replied it keeps doing it and that was while we were still on the ground) - What a major safety failure- compare this to the trip out where we had continual turbulence so couldn't have table down/drinks stopped/unable to go to the toilet. But it is ok for useless stickers pretend to keep a table up, why should I have to keep holding it for three hours odd? should we of experienced the same severe turbulence, whom would be failing in safety of their passengers because their equipment is not fit for purpose. More amusing still, my Mum whom was in 29b, her table would not sit flat when pulled down, so she was unable to rest her cup of coffee on it, however not a problem to use mine as it helpfully was unable to stay up.

So to reiterate we expect a full refund, we were well within our luggage allowance so should not of been charged for having two smaller bags because it made four.

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6:47 am EDT
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WIZZ Air online check-in additional fees

I wont make this a long wall of text. point is:

Went to budapest without a problem. On the return, we were unable to check-in with the app and website. because when we click on check-in its empty. so we expected that it was not needed or already processed. On the side, they also did not provide a mail with a link to the check-in location.

Conclusion: we ended up being forced to pay 90 euros extra (which is more then the initial ticket cost).

Its clear to us that WizzAir makes this as impossible as it could be so that people wont be able to do it and charge the customers way to much extra. I could say this with evidence of more then 20 people on the same flight who were not able to check-in and being overcharged.

Overall WizzAir is the worst airline I have ever seen and will never fly with them again.

I would like to advice everyone to dodge using WizzAir.

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Dhope
Toronto, CA
Jul 21, 2019 5:18 pm EDT

Hey,
The same s*** happened to us today. Damn frustrating. Did you end up filing a complaint ? Did you get your money back?

F
Author of the review
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fady1wu
, NL
Jul 24, 2019 7:31 am EDT
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Replying to comment of Dhope

We did indeed send in a complain and all, but they didnt even bother to answer. Tried multiple things. Didnt work. I believe this airline is made up as a scam. Created as cheap as possible to lure people in and then scam them for cheap profits

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7:12 am EDT
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WIZZ Air lost my luggage

To whom it may concern.

Hello,
Would you mind to help me to find my luggage?
My flight was with your company from sofia bulgaria to barcelona spain. when I arrived my baggage wasn't there. I have confirmation from sofia airport that my bag is sent to barcelona. I was the only one from the all plain with lost luggage. my journey was awful and I was so disappointed. please find my staff it's very important to me!

The info needed is:

Name: mariana nikolova
Pnr / seq se6m9n / 0168
Dep / des sof / bcn
Flight number: w6 4405
Flight date: 09/may/2018

Baggage identification tag:
Nikolova
Bags: 1/13
Bn: 168
09may18
Via bcn w6 4405 09may
[protected]
Xh 796359

Property irregularity report
Wizzair handled by swiss port barcelona

File reference - bcnw611773 / 09may18 / 2016gmt
Name - nikolova mariana
Flight / date - w64405
Number of bags - 1
Ticket number - w6
Colore type - black upright designe hard
Tag number - xh796359

If additional information is needed please don't hesitate to contact me at [protected]@abv. bg

Thanks in advance!
Kind regards,
Mariana nikolova

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yiansu
, US
Nov 07, 2018 3:36 pm EST

Dear whom it may concern,

my powerbank 1x and adaptor 1x were detained by the Israeli Security on July 23th.

After 3 months of EXTREMEL INEFFICIENT communication with your customer relation department, Lost&Found and Celebi Ground Handling Service, a staff at Celebi offered my following tracking numbers and inform me that my goods are now at the Headquarter of Wizz Air (I dont know where it is).

W6 932006 (Wizzair's tag)
TLV W6 111067

I don't know why your colleague was unwilling to assist with my property. Pleae inform me if a Property Irregularity Report is required.

Otherwise I ask you to send the goods back to Celebi at Vienna International Airport - the staff there has already inform you to send them back, yet NO reaction up till now.

Regards,

Yi-an, SU

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1:53 am EDT

WIZZ Air check in procedure at luton airport uk

Here's our back story
Snow closes Luton airport on Sunday 10th Dec 2017.
Luton reopens Monday 11thDec 2017.

We arrive at 9.30am on Monday for our wiz air flight W6 7674 to Kosice at 13.35. At this stage there are not many people around. We went to checkin and were told by Wizzair staff we were too early and our plane was LATE anyway (incorrect it turns out). We were told to come back later. We went back an hour later and they still wouldn't check us in.
By this time there were hundreds of people and more arriving all the time. There were three staff to deal with this horde, estimated at 300. Needless to say we joined the queue.
One large group of people were causing trouble (think their flight was cancelled) The young staff had no hope of dealing with this and the police were called. One of the desk staff had a panic attack and had to leave the processing area.

We tried to approach the desk out of the queue but no one would listen to us. About 12.45 two more staff appeared and they began walking down the queue calling our flight. There was no PA system to call for passengers. At 13.00 we went through security (30 mins). by the time we got to the boarding area it was too late. The plane was shut and they wouldn't let us on. (no thought to let the flight know we were on our way, couldn't have cared less)

The next earliest flight to Kosice wa on Friday the 15th Dec. However we secured a flight to Poprad-Tatry instead on Thursday the 14th instead. This entailed an hours drive to Kosice once we'd arrived at Poprad. We also had to pay for three extra nights in Luton. Wizzair was responsible for the whole fiasco.

No senior person was in charge.
No PA system in place
Not enough staff for number of people.

Our travel insurance company (Covermore) would like a letter from Wizzair confirming our complaint, before they'll process our claim. Perhaps CCTV could be used to con firm our story? I eagerly await wiz air's response.

Alexis Nielson

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6:48 am EDT

WIZZ Air flight delay

Assertion of compensation claims according to Art. 7 Regulation (EC) No. 261/2004
Dear Sir/Madam,
I, Zurab Katsitadze acting on behalf of Ekaterine Shonia and Saba Shonia. (Can provide declaration of assignment if necessary)
I hereby claim compensation according to Art. 7 of Regulation (EC) No. 261/2004 for:
1. Ekaterine Shonia,
Address: Bagebi Student Campus, block 5, floor 5, N 504, 0162, Tbilisi
2. Saba Shonia,
Address: Bagebi Student Campus, block 5, floor 5, N 504, 0162, Tbilisi
I claim compensation relating to flight W66412 which they booked from Milan Malpensa to Kutaisi on 11 December 2017. The flight was delayed for more than 22 hours.
The problem was not based on exceptional circumstances or act of god.
Due to the delay of 22 hours and the flight distance of more than 1500km but less than 3500km between the airports I have the right to be compensated by 400 Euros for each passenger. which comes to a total amount of €800
i have write the letter to wizz air case number: (Claim PNR N3G2NB UID A48F0689) and they reject to pay compensation and their final letter was:
After reviewing this claim I have to unfortunately inform you that I cannot grant the compensation of 400 EUR per passenger.
I can only compensate for your food, phone call and accommodation expenses. If you wish to claim compensation for those expenses I will require pictures or scans of invoices and receipts.
Please note that if you are dissatisfied with the solution, you can send a complaint to the Online Dispute Resolution (ODR) platform. More information is available at http://ec.europa.eu/consumers/odr/
When filling out the information about the seller on the ODR platform, please enter the e-mail address [protected]@wizzair.com. The e-mail address provided is used only for complaints sent via the above-described ODR platform. Other complaints and emails received at this address will not be considered.
I also inform you that Wizz Air does not submit a passenger complaint to an alternative dispute resolution entity.

there were not any extraordinarily circumstances and some of the passengers already took compensations,

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9:14 am EDT

WIZZ Air cancellation of flight

Confirmation number: NEJG3K

Wizz Air flight from Oslo - Sandefjord (TORP airport) til Skopje on 16 April 2018 was cancelled. According to standard passenger rights, the customer can get refunded flight expenses AND travel to and from airport. My flight expenses have now been credited to my Wizz Air account, but I also want refunded travel expenses to and from Oslo - Sandefjord airport. These expenses are:

- Train from Kongsberg (the city where my home is) to TORP airport in the morning of 16 April, costing NOK 286 (Norwegian Krone).
- Train from TORP airport to Sandvika (the city where my second home is) the same day (after the flight had been cancelled) costing NOK 253 (Norwegian Krone).

Total sum to be refunded: NOK 539

Documentation of expenses is attached below.

Best regards,

Per Strand Sjaastad

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4:08 pm EST

WIZZ Air baggage fees

Flying with Wizz Air I had the worst experience ever! I have traveled a lot with many different airplane companies in the world and I can tell you that there is no other company that will not allow you to carry your personal backpack with you. Every company policy that I know off is allowing you to carry one carry on bag free of charge up to 9-10kg that you can bring with you and put in the plain cabin on top of your seat! Plus, you can have one small personal bag where you can carry your most personal staff (documents, wallet, passport, laptop I Pad etc). But this is not the case with Wizz air! Wizz air doesn't not allow you to carry two bags with you on the plain. In matter of fact they will charge you 65 euro for your personal bag, as is a second luggage. This is the company that is trying to still people's money. This is what happened to me. I traveled around for couple of months and I flu from America to Italy and after that to Indonesia and I had no problems with the airplane companies with my luggage. In fact most of them allow you to have at least one 23kg free of charge luggage and if you want to have a second 23kg bag you can pay for it. But carry on luggage and a personal bag is free with any airplane company in the world. This is what I thought when I bought my ticket from Milan to Skopje. When I purchased my ticket I had the option to choose to pay for a 20kg or 32 kg bag! At first I was surprised that it was 20kg and not 23kg but then I said ok this is their policy so It will work better for me If I pay more and get the 32kg option. I did have my big 32 kg luggage along with my 10kg carry on bag, which was for free. But, I also had my small backpack where I carry my laptop, my passport and my wallet. After the lady did checked my luggage she asked me if I would like my carry on bag to put in the plain free of charge and I did agree. She did not say that I couldn't have a personal bag. After I passed security check and went at the gate they took my passport and told me that I was not allowed to have another bag since on my tickets it shows that I already put my 10kg in the plain. I was shocked! I only had my laptop and my most necessary stuff with me and they weighted nothing! After holding me for 15 minutes and not letting me go they made me pay 65 euros considering it as a second bag! I had no other choice but to pay. I gave my American Express Card but they didn't accept it so I decided to give my Visa, which it didn't, went thru their system! Since I had no cash euros in me I offered to give 75 dollars so I can just go and catch the plain. The lady was screaming at me that they cannot take dollars and to go to the cash machine and get cash from there. I was so tired and pissed off that I had to walk back again to find the cash machine to get out cash and finally pay to them so I can finally go. I finally paid and left. Inside the plain they charge for absolutely everything even for a little plastic cup of water! What a company! I was never more humiliated in my entire life. This was the worst service I ever had and I would never ever fly again with Wizz Air ! I would never ever recommend it to other people! If you need to fly along Europe please choose Ryan air! They have way better service and their stuff is very friendly and polite.

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Update by Nuova Classe
Feb 02, 2018 4:09 pm EST

Worst flying experience ever!

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11:29 am EST
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WIZZ Air could not check in online

We were booked on flight W62202 on 27 th Dec 2017 under PNR UG5V8H Peerkhan x 3- we tried to check in 3 times and each time we received reply check in pending. We went to the airport and had to pay GBP 96 to be able to fly. We want to get our refund as this was purely your mistake. We also advised WIZZ air in Uk, Mrs Gabrielle. Pls adv how to proceed to get our refund.

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1:48 pm EST
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WIZZ Air all passport officer discriminated us

i was for 3 days as tourist in budapest together with my husbunt. when we were flight back to albania first
1. i made my check in online and unfortunatly we lost printed form and ask for help at airport terminal b2 wizzair ther were 3 worker and ask to make a print again and he ask 10 euro for person.
2.officer at all passport before gate b9 depart for albania the one that was the last from the left pretended my husbunt that has britanik permision accordin to officer has overtime stayin in italy as he has albanian passport. he asked for proove he lived in england for sure. and asked where was the date he camed out of italy, and the fact is that he dont need for shengen permision to move which country to desire. he streesed us very much after vacation and i was wander haw it happens that an officer dosent have the information who has the right to move free and who not. it was 5 last minute before our flight departin at 16
10 to albania and he doesnt care at all. for some minute we would lost our flight for couse of officer delay. for him incopetence.

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5:42 am EDT

WIZZ Air flight cancelled, delay, horrible handling

We had to had to land in Italy, because of an medical emergency. This war ok, but then the crew was to slow to take of again, so that they could´t fly anymore because of some limit there is on the working hours. They didn´t offer us an alternative, we had to sleep in Italy, but the handeling was so slow that it was just 2 half hours. The flight on the next day that was promised at 8 o´clock departet atr 10.30 without any comments. So we couldn´t sleep and were waiting again at the airport. Worst experience with an airline in my life. Really unprofessional, slow and unfriendly handeling. We didn´t get any compensation. The airline is not answering to my complaint about the handeling..

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10:17 am EDT

WIZZ Air double charge

I was buying a ticket (Timisoara-Barcelona) and after I completed all the details and I made the payment when an ERROR appeared. So, I went back and I tried again to make the payment, another ERROR appeared. I checked my account and I was two tickets. So I paid for two tickets because the website showed me wrong data. I do have a photo with the error.

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11:51 am EDT
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Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

WIZZ Air charging for hand luggage

On our way out the man tried to say our bag was too big and as it looks like a hard case but when we put it in measuring thing it fit because we can squash the case and he agreed and did not charge us.

On the way back same problem, but when we showed him it does fit he was so rude and said we had to pay because it's a hard case . We paid €40 euros, I nearly cried. I checked terms and conditions and it does not mention hard case. When I told him he said you pay or it stay here. I was very embarrassed and upset especially when I showed him all the people in the queue with cases bigger than mine that were not being charged. I believe it shoul be proof enough for you that I did not have to pay on way out. Please can you look into this and issue a refund and I also believe compensation for the way he spoke to me and embarrassed me and he also took me out of the queue for boarding and then made me queue again. Thank you

[name removed]
[protected]@gmail.com
[removed]
Flight return on 15/10/2017
Flight-w62205
Booking-ZFV8TK
Seq-0078

Kind Regards
[name removed]

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3:14 am EDT
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WIZZ Air payment refund

Edinburgh
[protected]@gmail.com
[protected]
Dear Sir/ Madam
Ref: tickets for Sofia - luton on 12/9/2017 reference number (VC31QG)
Passenger: Sebat Naydenova
On 22/9/2017 I purchased 1 tickets from you for Sofia -Lutton. At the time of purchase it was clearly stated that the date were on a 12/9/17 rather the 11/09/17 are wrong. I noticed that and automatically have sent an email to the complaint team and also contacted the customer services twice. I spoke with Olga and Maya. I have been informed by them that they couldn’t get in touch with the complaint team. I checked online for the ticket for the 11/09/2017 at 12.55 and I booked and paid to your account by bank transfer! First payment £25.35 and second one £22.00 on a 27/9/2017. I was told by the customer services that they couldn’t do anything. I was forced to purchase a new ticket on a 28/10/2017 and pay over the phone with an additional cost. Olga was actually laughing about all the situation and you can listen the conversation that was made last night at 6.00PM. Not a good service. Definitely it was an technical issue on those days.
I only agreed to pay once for the tickets based on your description. And, under contract law, you must provide tickets that match the description given at the time of purchase. By not providing tickets as described at the time of purchase you are in breach of contract.
Following your failure to provide me refund for those tickets as I have been told by Olga I would not only contact my bank but also
Please send a full refund, within the next 14 days.
If I do not receive a full refund within 14 days I shall refer the matter to other regulators.
As this is a formal letter I must refer you to the Practice Direction on Pre-Action Conduct and in particular to Paragraph 4 concerning the Courts powers to impose sanctions for failure to comply with the Practice Direction.
I look forward to hearing from you.
Yours faithfully
Paolo N.

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Update by silvapaolo
Sep 29, 2017 3:14 am EDT

Edinburgh
Silvapaolo994@gmail.com
[protected]
Dear Sir/ Madam
Ref: tickets for Sofia - luton on 12/9/2017 reference number (VC31QG)
Passenger: Sebat Naydenova
On 22/9/2017 I purchased 1 tickets from you for Sofia -Lutton. At the time of purchase it was clearly stated that the date were on a 12/9/17 rather the 11/09/17 are wrong. I noticed that and automatically have sent an email to the complaint team and also contacted the customer services twice. I spoke with Olga and Maya. I have been informed by them that they couldn’t get in touch with the complaint team. I checked online for the ticket for the 11/09/2017 at 12.55 and I booked and paid to your account by bank transfer! First payment £25.35 and second one £22.00 on a 27/9/2017. I was told by the customer services that they couldn’t do anything. I was forced to purchase a new ticket on a 28/10/2017 and pay over the phone with an additional cost. Olga was actually laughing about all the situation and you can listen the conversation that was made last night at 6.00PM. Not a good service. Definitely it was an technical issue on those days.
I only agreed to pay once for the tickets based on your description. And, under contract law, you must provide tickets that match the description given at the time of purchase. By not providing tickets as described at the time of purchase you are in breach of contract.
Following your failure to provide me refund for those tickets as I have been told by Olga I would not only contact my bank but also
Please send a full refund, within the next 14 days.
If I do not receive a full refund within 14 days I shall refer the matter to other regulators.
As this is a formal letter I must refer you to the Practice Direction on Pre-Action Conduct and in particular to Paragraph 4 concerning the Courts powers to impose sanctions for failure to comply with the Practice Direction.
I look forward to hearing from you.
Yours faithfully
Paolo N.

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9:07 am EDT

WIZZ Air flight delay 3,30 hours

I had a seat 12 C in flight W6 4504, departing 20, 35 from Latin, London on 17/09/2017. The flight departed at 12, 05 AM on 18/09/2017 with 3, 30 hours delay. There was nothing done from the company to compensate the delay, apart from updating the airport display - no vouchers, and no water. The Captain and the Staff apologised to us, but I will claim for compensation.
You charged my hand luggage 55€ in Varna and 32£ in London, and how much is the compensation for 3, 30 hours delay?
G.Tsvetkova

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2:13 am EDT

WIZZ Air service complaint

At Wizz air, the web site is a nightmare to make the check in, it's was not possible to change seat. If you want to make a complaint it's better to quit the idea. Simply doesn't work. Be careful with the cabin luggage, they have smaller dimensions then the other companies, and by random they chase you and they will charge you. They have a person only checking the dimensions, but while that person is busy with you, dozens of passengers get in to the plane without paying, even with much bigger dimensions. They are not fair and not honests. AVOID WIZZ AIR

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3:13 am EDT

WIZZ Air fraud

Avoid them! they overbook flights and it's irritating. That happened to me once and I don't want it one more time. It was a very nervous situation. I have been going through this for 2 months because they still can't refund my money for this flight. God knows what they're waiting for. They don't want to take responsibility for their stupid actions.

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GaceaT
Skåne, SE
Oct 26, 2022 4:22 am EDT

I have more them 15 flight cancel without the right to receive money back. Now I'm seek, can't flying and all its blakt..they don't give you money back.

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traveler2022
Austin, Texas, US
Jul 28, 2021 4:40 am EDT

Do not fly Wizzair!
Why? Because they are masters of deceiving tricks and practices. Take a moment and read what I experienced, and then decide if you want to fly with this company. It all began when we found cheap tickets to Sicily and we decided to make a reservation for our holiday. My three kids, wife and me. Of course, they offer all possible extras such as travel insurance, risk trip cancellation, 4.99 eur per person for online check-in service, service package assistance for 32.80 eur, etc, it’s up to you. We had to fight through a complicated system of check-in two days before the departure, as they kept sending emails, inviting and pressing to do the reservation of seats. If we don’t do the check-in online for free, it would cost us 35 eur per passenger at the airport. When I tried to do the check-in, the system wouldn’t let me through, unless I choose the seats. But these had to be paid extra 60 eur per seat. Naturally I was searching for fora to find out if I really have to pay this extra or is it possible to do it at the airport for free. Nothing useful came out of this search, so this is another reason why I’m writing these lines. One day before the flight, the amount for check-in (for free) and choosing seats was reduced to a more reasonable sum, so I thought ok, maybe I will not have so many problems at the airport and children can sit together with us.
On the day of departure, I received an email even before we started from our home, saying that there will be a delay. When we came to the airport, another email for further delay arrived – altogether almost two hours. Needless to say, that this was the only flight to show delay on the departures display…
We arrived safely, sitting together and playing with the children. When asked for a cup of water for my son who had hiccups, the steward kindly said we can buy a bottle.
When our holiday was nearing the end, I was expecting an email from the company, saying we can do the check-in, as it happened the first time repeatedly. Unfortunately, no email came, and in all the fuss about returning the rent-a-car and packing I forgot to do it a day earlier. It should be said, that online check-in at this company is possible until three hours before the flight. After that you have to do it at the ticket office and pay for it. It’s all clearly explained on their website. Our flight was scheduled at 14:50 next day, so I decided to do it early in the morning. When I was looking to figure out how to do it, I learned that I forgot the password for the company’s website. So, I pressed the password reset button and waited. And waited. We had to move on to the airport, went to the counter, but the lady said that we can check-in only two hours before the flight. Finally, the password reset email came, exactly at 12:00! I tried to do the check-in, but the system didn’t allow it any more, as it is possible to do it only until three hours before the flight. Flight which was already advertised to be delayed. I went to the counter, and very nice lady tried to do it for me, but then she realized it is impossible and sent me to the ticket office. There was nobody until 13:30 and finally another nice lady explained to me that I have to pay extra 215 eur for check-in and for issuing flying tickets. As the departure was nearing, I decided to surrender. And it wasn’t only me who had this problem, at least three other passengers I saw standing behind me at the ticket office – a young couple from USA and another lady. Of course, we got seats scattered all around the airplane, from row 6 till 32 – to punish us further? Later in the plane I noticed empty rows just in front of me, the system knew we are a family with kids…
I didn’t say anything about the luggage yet. A very elaborated system, but you can choose whatever suits you best, so we took two checked-in bags, allowing us to have 2x20kg of stuff, paying extra 104 eur and two hand baggage. For children we decided to take the priority option, allowing them to have two cabin baggage, one of 8kg, and one hand baggage. As we already witnessed unpleasant situations at boarding, we were very careful to respect the allowed dimensions – 1/40x30x20 and 1/55x40x23. Waiting for delayed departure (again), we saw a man who evidently suffered some kind of accident and had immobilized left arm. His wife asked for a priority boarding and thy were allowed to it. But then a lady came, asking them about the luggage. As they didn’t pay for it, they were not allowed to bring it to the cabin, unless they pay extra. Another lady wanted to bring her baggage to the cabin, although she paid with her ticket for the checked-in luggage (but did not use this option). So, she has been invited to pay extra 45 eur before boarding.
What is evident from this writing, is the fact that the company actively seeks how to deceive passengers to squeeze more money out of their pockets, which is nothing new for a low-cost company. But in the attempt to achieve this goal, they carry out a series of unfair practices. From the attractive price at the beginning (14, 99 eur for us), it costed us almost 700 eur. This is an amount that allows you to fly with a normal airline, you don’t have to choose low-cost and to endure all this stress and fraudulent practices. But the most striking thing that triggered this writing is the planned delay in sending an electronic response to a password reset, and the fact that it’s a deliberate and intentional delay. Wait until it is too late to do the online check-in is really a dirty, rude, dishonest and unfair practice. And the trick that you cannot check-in if you don’t pay for seats? Why do you have to pay for seat allocation when checking online? Why there is no clear explanation how to avoid this payment? I invite any other passenger who had similar experiences to write a response to this notice, to explain people that this company is not worth their trust. Of course, I took all the envisaged steps to appeal to the company, but received only the standardized and impersonal answers, explaining the rules of the company’s website. I will no longer fly with this company, and I hope I saved someone’s money and nerves too, when they will choose some other airline. I know that all the rules are carefully explained on the company’s website, but they are so twisted and difficult to understand, you cannot realize you have a problem.
Fly safely and enjoy your holidays!

ComplaintsBoard
C
3:01 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

WIZZ Air cancellation policy

I have booked throughout a search engine eDreams a round trip fro Luton to Iasi on 14th of August.
The inbound flight W63651for 08/09/2017.
Due to specific work related circumstances I have asked for a cancellation and full refund the next day on 15th throughout the Customer Service.
I was assured that the issue is being looked after, but no Ref no or proper confirmation of the cancellation has been provided.
Regardless of Wizz Air Cancellation policy, please bear in mind that I have made the purchase under the UL Customer Protection legal frame, using a search engine(eDreams) registered in UK.
I have already notified VISA Dispute on this matter-Ref No: D1510628 and I shall be waiting 15 days for the outcome on Wizz Air part.
In the meantime I am considering a misrepresentation case against eDreams within a small claim court in the unfortunate event of an unhappy resolution.
Best regards,

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Update by C Patrascu
Aug 18, 2017 3:03 am EDT

I would like to receive a formal answer legally biding and a time frame for dealing with my complaint.

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7:56 am EDT

WIZZ Air measures of the bags

We're a family of four and at the check in we paid two of the bags that were bigger than the size required. The other two bags were ok. Then at the boarding the company decided to put a young man measuring the bags and charged us extra 60€ for the two others saying they were 1 cm higher than it was suppose to. ABSOLUTELY DISGUSTING BEHAVIOUR! Not even Ryanair or easyjet pull this kind of con.

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8:56 am EDT
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WIZZ Air check-in fee charge due to faulty website!

I am writing to complain about a check-in fee paid at Kiev Zhulhany International airport on Sunday 9th July 2017 when boarding flight W66002 from Kiev to London Luton. I also demand a cash repayment of 2140 UAH (63.84 GBP).

On Saturday 8th July we attempted add a large cabin luggage allowance to our return flight (W66002) to London from Kiev. The purchase was not authorised (despite having used the same card for payments that day). This blocked the booking meaning that we could not check-in.

On Sunday afternoon at approximately 4pm I contacted the customer care centre. The failed payment was removed from the system and I successfully paid for the luggage allowance. However we still could not check-in despite repeated attempts to do so online. The booking was still locked.

After repeated attempts to check-in online we realised that the only way to do so would be at the airport. I have a screenshot of an attempted check-in at 4.14pm UKRANIAN TIME/EEST that I can send.

On arrival at the airport neither the airport staff nor the Whizz Air representative could explain to us what had happened with the online booking. Instead we had to pay the check-in fee and the airport tax (2140 UAH; Receipt No. 216540). Given that it was the Whizz Air system error that would not let us check-in online it feels grossly unfair that we had to pay.

I spoke to a customer care agent (Jack, ID: W0783) on the phone who was disinterested in our situation. When I asked to speak to someone else he replied “there is no one else - you can speak to the man who sweeps the floor”. It was supposed to be a joke but just came across as rude and unhelpful.

We spoke via email with Wizzair customer care service who is willing to give us eur 60 in our Wizzair account. We have been very clear that we won't accept anything else than a cash settlement for this and certainly not a Wizzair voucher given that due to this bad experience we have no intention to ever travel with this airline company.

Full Details:

Sunday 9th July, 8.40pm. W66002 from Kiev Zhulhany International to London Luton.

Booking ID last minute: [protected]

PNR code (inbound): QYFLFW

It occurred on: July 8th, 2017

What we are asking for:
- repay cash the check in fee that they made us pay at Kiev airport due to their faulty system 2140 Uah (GBP 63.84)

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Angelinux
, IT
Jun 04, 2018 5:59 am EDT

What about your complaint? I had a similar problem and I was forced to check-in at the airport with a cost of 120EUR. WizzAir does not refund me.

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D
3:32 am EDT

WIZZ Air fined even if my bag respected the measurements required

Dear Sir/Madam,

this is to express my absolute disappointment and disgrace for what I have experienced before taking my flight to Budapest from London Luton airport ( W6 2210 - ABUUFA ) yesterday evening.
Once arrived at the boarding gate, I have been asked to put my bag in the size check area. Before even putting it in the size check, I got approached by a very arrogant and disrespectful agent named Rachel M. working for Wizz air in collaboration with Swissport, which looking at me, mentions I will have to pay £40 fine as my bag is too big and after explaining her that I always fly with this luggage and as many times it has been checked I have never been stopped or fined once she then "challenges" me to fit it in the size check to see who's right. Considering at this stage her behaviour as absolutely immature and allow me to say "nosense", I very easily managed to fit it in, please find attached pictures. Once she then realises I am in the right and she is wrong instead of admitting a simple mistake and let me go which would have been a professional thing to do, she "forced" me to remove my bag and pay the fine otherwise she would have not let me take my flight. Said this, I find this situation appalling, disgraceful and pass me the word stupid because I don't care about the £40 but I care about the principle of not admitting a mistake but instead threathening a customer to miss the flight if he does not pay the fine. I work for a huge company based in Uk and I travel a lot with many companies including wizz air for work and this is the first time that something so ridiculous like this happens to me. I am sorry but on this occasion the non competency of one of your employers made you lose not only myself but many and many more clients as the network given by the environment I am in is huge. If I can suggest as well for this Rachel M. to be sent to a customer service and relationship course as I would never ever employ someone that is unprofessional, shows lack of comunication, lack of common sense, arrogant and does not know what her Job is or how to deal with these situation and instead of being helpful and professional makes the experience of a customer what absolutely Wizz air would not want to be it like.

I expect an answer within 3 working days followed by a refund.

kind regards
Dario Schettini

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