Birmingham Airport operator Wizz Air pays £1.24m in refunds to passengers

Wizz Air runs East European flights from Birmingham Airport and other UK airports
Mike Lockley
By Mike Lockley
Published 23rd Jan 2024, 12:46 BST

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An airline that runs East European flights from Birmingham Airport has paid out £1.24 million in refunds to passengers following action by industry regulator the UK Civil Aviation Authority. 

The action follows a “high volume” of complaints nationally and involving other airports that Wizz Air had not paid passengers what they were owed and failed to meet passenger rights obligations. 

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There had been complaints the low cost Hungarian carrier had failed to provide alternatives when flights had been cancelled and not enough care was given when delays occurred. In all, 25,000 claims have been re-examined by Wizz Air and additional payments made in 6,000 cases. 

Wizz Air has pledged to change policies to ensure it complies with re-routing and care obligations. The airline provides flights from Birmingham to East European destinations such as Budapest, Krakow, Warsaw and Wroclaw. 

As part of the Birmingham Airport Expansion, construction of Birmingham Airport £50m new security hall has been taking place this year. Work on the new security hall has made significant progress since April, with the state-of-the-art facility due to open in June 2024.As part of the Birmingham Airport Expansion, construction of Birmingham Airport £50m new security hall has been taking place this year. Work on the new security hall has made significant progress since April, with the state-of-the-art facility due to open in June 2024.
As part of the Birmingham Airport Expansion, construction of Birmingham Airport £50m new security hall has been taking place this year. Work on the new security hall has made significant progress since April, with the state-of-the-art facility due to open in June 2024.

The Civil Aviation Authority stressed Wizz Air co-operated throughout and has now completed its review of claims. Paul Smith, Consumer Director at the UK Civil Aviation Authority, said: “This is good news for passengers and our concerns have been validated by the outcome of our actions. 

“While we welcome the steps taken by Wizz Air after falling short in its treatment of disrupted passengers, airlines should routinely look after passengers and uphold their rights when flights are delayed and cancelled.  

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“Passengers have every right to expect their claims to be resolved quickly, efficiently and in line with the regulations. These outcomes will now provide Wizz Air’s passengers with a better experience.” 

The regulator’s action covered claims made for flights due to depart from or arrive into a UK airport on or after March 18, 2022. Last year, Wizz Air was named worst airline in a survey by consumer publication Which? It stated only 56 per cent of flights operated on time. 

A Wizz Air spokesperson said: “We are pleased the Civil Aviation Authority has recognised the significant steps Wizz Air has taken to improve performance for our customers.“

Related topics:Wizz AirBirmingham AirportAirports

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