The Hungarian budget airline, Wizz Air, has fulfilled its obligations to the UK's Civil Aviation Authority (CAA) to enhance its customer service, as confirmed by the CAA on Wednesday. This follows a series of customer complaints against the carrier. In the wake of the COVID-19 pandemic, the first year of travel recovery saw an unprecedented number of cancellations as airlines grappled with the challenges of increasing capacity and manpower following a worldwide halt in air travel. Wizz Air, like many other airlines, experienced a backlog in processing refunds and rebooking for customers.
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Marion Geoffroy, the UK Director of Wizz Air, stated, "In the summer of 2022, like all European airlines, we encountered unparalleled operational difficulties. However, the measures we implemented have resulted in an improved customer experience, and our performance in 2023 was among the industry's best."
In July, the CAA directed Wizz Air to modify its procedures in response to a large number of complaints about the airline's failure to issue refunds for canceled flights. Wizz Air agreed to formalize these changes, which included revisiting claims from the previous 15 months from July that had been initially dismissed.
The CAA reported that Wizz Air had invested £90 million ($114 million) to enhance its customer service performance. This included increasing the number of customer service staff and implementing automated processes. The airline also settled all county court judgments filed by customers in the UK.