Wizz Air accused of overpromising compensation to plane passengers

After packing up all of your belongings, making your way through airport security and waiting patiently at your gate for boarding, the last thing many passengers will want is to be told there are no seats left on the aircraft. 

There are rules in place for when travellers are involuntarily bumped or denied boarding, which apply to any UK or European airline, or when travelling from a UK or European-based airport.

The regulations EC261 and UK261 state passengers are entitled to between £220 to £520 in compensation, based on how long their delay is and the distance.  

But, one budget airline has been accused of overpromising compensation to passengers who give up their seat.

Massimiliano, 47, was set to jet off from Rome to Larnaca with Wizz Air in August before he was bumped off the flight, according to Which?.

He was initially offered a new flight, scheduled for two days later than his original, and a hefty €400 (£346.50) in compensation. 

The traveller filled out a 'denied boarding' form which outlined how much the airline would be paying him and he went on to wait for his new flight at his hotel.

But the situation changed when he noticed he had only been credited with €100 (£87) in flight vouchers on his Wizz Air account, which were also non-exchangeable. 

It took five months for Massimiliano to eventually receive the full amount he was promised, after Which? approached the airline about the matter. 

Wizz Air claimed the passenger had ticked a box when booking that agreed to its 'voluntary rebooking offer'.

This is an option that appears during the check-in process, it asks travellers if they would be willing to take a later flight if there are not enough seats available on their original booking.

In exchange, it is agreed they are given €100 in Wizz Air flight vouchers.

But, Which? says it seems the airline sees this agreement as the passenger giving up their legal rights to EC261 compensation. 

It also means the traveller, as a voluntary rebooking, will lose their legal rights to any overnight accommodation being paid for. 

Which? argues the airline does not notify passengers of this properly and the fact they will be classed as potential volunteers. 

Wizz Air told Which? Massimiliano had been incorrectly offered the €400 in compensation.

The airline explained, 'Regrettably, this occurred due to ground handlers, who didn't consider the voluntary offer Massimiliano had already accepted... one of the agents overlooked the voluntary [€100] offer and completed the form with the incorrect amount of €400.'

Wizz Air also apologised and paid the full €400 to the passenger in the end. It also said airport staff would receive additional training.

A Wizz Air Spokesperson told the Daily Mail: 'Like many airlines, Wizz Air sometimes overbooks flights. In rare cases, this can result in a passenger being denied boarding. In such cases, we always provide rebooking options and compensation.

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'On some occasions, aircraft must be changed due to operational reasons. If the replacement aircraft has a lower seat capacity, and as a result, the flight is overbooked, all passengers on the affected flight will receive an email offering the option to voluntarily rebook onto another flight, and in return, they will receive WIZZ credits.

'We always try to offer the best possible rebooking options for customers. However, we advise customers to check if the alternative flight options are suitable before opting to volunteer. Wherever possible, and where capacity allows, this will usually be the next available flight.'

'Respective details of passengers' EC261 rights are clearly outlined on our website, and we encourage customers to review these when considering their options. Where a voluntary rebooking is accepted, this is presented as an alternative to standard compensation routes.'

Which? advises passengers check the small print and ask workers to clarify if you are volunteering or expressing interest before accepting voluntary offers. 

It's also important to find out how long the delay will be, if a hotel stay is covered and if the airline is rebooking you to another carrier if needed. 

Travellers who agree to the offer should get it in writing and note down the staff members name, as well as getting their signature. 

But, if anything feels wrong, Which? urges passengers to just say no to the offer. 

For travellers being bumped off a flight involuntarily, they are encouraged to ask the airline to simply ask others to volunteer instead. 

If this isn't successful, make sure to state your EC261 right to compensation and ask if they will be providing compensation and accommodation. 

Volunteering to downgrade from a flight can sometimes work in your favour too.

Daily Mail reporter Jowena Riley recently agreed to downgrade from Premium Economy to Economy on a Virgin Atlantic flight from Antigua to London, after being offered a future round-trip flight to wherever she wants to go in return.