Low-cost carrier Wizz Air has been hammered by the UK’s aviation regulator over complaint levels and compensation payment delays.
The Civil Aviation Authority (CAA) said it had “significant concerns” about the Hungary-based airline after it was revealed that 811 grievances per million Wizz Air passengers on UK flights were brought to independent bodies between July and September.
With the exception of Royal Brunei Airlines which had 555 escalated complaints per million passengers, the rates for all other airlines were fewer than half of Wizz Air’s.
CAA head of consumer policy and enforcement Anna Bowles said Wizz Air’s delays in processing and paying claims, combined with the “large number” of County Court Judgments made against it, has “raised significant concerns for the CAA”.
“We have made it clear to Wizz Air that 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 Judgments may continue into January, but we are encouraging Wizz Air to ensure that the payment of these is also prioritised.
Escalated complaint rates per million passengers at other airlines included easyJet (245), Ryanair (235) and British Airways (166).
The figures relate to complaints taken to either Alternative Dispute Resolution (ADR) schemes or the CAA by passengers unhappy with an airline’s response to their initial report of a problem.
“The volume of complaints and claims received by ADR in respect of Wizz Air is far higher than those seen for other airlines,” said Bowles.
Many airlines and airports are members of ADR bodies, which are independent third parties that consider facts and make binding decisions.
Reporting by Frank Prenesti for Sharecast.com
