According to the Consumer Protection Department, Wizz Air’s telephone customer service does not, in principle, handle complaints.
As they write, consumers can primarily submit their complaints through the appropriate online interface (or other means for this purpose) by completing a form. The company’s customer service can help answer less complex questions (which do not require outside help and can be resolved in a short time) over the phone and handle simpler matters. Wizz Air’s telephone customer service does not record, but all telephone calls that are available for 5 years are recorded in the system.
It is also clear from the announcement that Wizz Air will automatically only offer free bookings for its own flights in the event of cancellation or change of flight, or in the event of a delay of more than 5 hours. In some cases, the company pays the consumer the difference between the full fare of another airline and its own canceled flight if it has lodged a complaint about it online and the complaint handling customer service has investigated it.
Due to the above violations, the Consumer Protection Department He imposed a HUF 10,000,000 consumer protection fine on Wizz Air and ordered:
- ensure that consumers have the opportunity to lodge an oral complaint and that a proper record of oral complaints is recorded, and
- to establish, in accordance with Regulation (EC) No 261/2004 (hereinafter “the Regulation”), common rules on compensation and assistance to passengers in the event of denied boarding and of cancellation or long delay of flights and repealing Regulation (EEC) No 295/91 re-inclusion,
- refrain from unfair commercial practices and adequately inform consumers about the possibility of reimbursing the difference between the transfer and the ticket price.
Source: Portfolio.hu – Üzlet by www.portfolio.hu.
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