Wizz Air

Company Overview

What customers complain about

Complaint categories

1. 1
   Delay and cancellation compensation (UK261)

   Disputes over whether a delayed or cancelled flight qualifies for fixed compensation and whether Wizz Air pays it promptly.

   CAA raised significant concerns in December 2022 over Wizz Air not paying passengers what they are owed, and unpaid County Court Judgments.
2. 2
   Refunds and cost of replacement flights

   Reimbursement of fares and the cost of booking alternative flights when Wizz Air did not re-route passengers.

   CAA required Wizz Air to review previously assessed claims for replacement flight costs and transfers where replacement flights used different airports.
3. 3
   Care and assistance during disruption

   Hotel, meal and transfer costs owed when flights are delayed or cancelled.

   CAA enforcement specifically covered care and assistance (typically hotel costs) following flight disruption; Wizz Air had to change policies to comply with care obligations.
4. 4
   Speed of claim handling and unpaid judgments

   Long delays in processing and paying valid claims, and County Court Judgments left unpaid.

   CAA described the volume of unpaid CCJs and slow payment as 'unacceptable' in December 2022.
5. 5
   Punctuality / persistent delays

   Flights frequently departing behind schedule.

   CAA data ranked Wizz Air the worst UK airline for punctuality across 2021-2023 (2023 average around 31 minutes late) and second worst in May 2024-April 2025.

Contact methods

• Wizz Air claim / complaint form (compensation, refunds, expenses)Wizz Air's primary route for complaints and UK261 / refund / expenses claims is the online claim form in its Help Centre.
• Wizz Air Help Centre - Contact UsCentral page listing Wizz Air's current contact channels.
• Wizz Air UK Limited registered office (written correspondence)Percival House, 134 Percival Way, London Luton Airport, Luton LU2 9NU - the UK company's registered office per Companies House.
• AviationADR (approved dispute-resolution body)Free, CAA-approved scheme that handles unresolved Wizz Air complaints once the airline has issued a final response or eight weeks have passed.

Complaint journey

1. 1

   Complain to Wizz Air first

   Submit your complaint or claim to the airline in writing.

   Typical responseImmediate acknowledgement
   What happens

   Submit your complaint using Wizz Air's online claim form in the Help Centre, giving your booking reference, flight number, a clear description of what went wrong, and any supporting evidence (receipts, notifications, photos). Wizz Air handles compensation, refund and expenses claims through this form rather than a complaints phone line, so keep a copy of everything you send.

2. 2

   Wait for Wizz Air's final response

   Give the airline the chance to resolve it and issue a decision.

   Typical responseUp to 8 weeks
   What happens

   Allow Wizz Air time to investigate and issue a final response. If you are unhappy with its decision, or it has not resolved your complaint within eight weeks of your written complaint, you can escalate to the CAA-approved ADR scheme. Wizz Air has previously drawn CAA criticism for slow payment of valid claims, so keep dated records of every exchange.

3. 3

   Escalate to AviationADR

   Refer the unresolved dispute to Wizz Air's approved ADR body.

   Typical responseFree; within 12 months
   What happens

   Wizz Air belongs to AviationADR (operated by Consumer Dispute Resolution Ltd), the CAA-approved scheme. AviationADR is free to use and can accept Wizz Air flights that departed from or arrived in the UK. You must submit within 12 months of Wizz Air's final response (or of your last written contact if it did not respond), and only after raising the complaint with Wizz Air first.

4. 4

   Consider the courts or CAA

   Court action for money owed; report rule breaches to the regulator.

   Typical responseVaries
   What happens

   If ADR does not resolve matters, you may pursue a County Court claim (small claims) for money owed - many passengers have obtained County Court Judgments against Wizz Air. The CAA is the regulator: it enforces airline compliance and can take enforcement action (as it did against Wizz Air), but it does not settle individual compensation disputes - that is the ADR scheme's role.

Response times

If your complaint isn’t resolved

If Wizz Air can’t put things right, you can escalate — free of charge — to an independent body:

• Rail OmbudsmanRail
• AviationADRFlights

Recent news

• 17 January 2024

  The CAA announced that its enforcement action (a deed of undertaking following Wizz Air's summer 2022 disruption) led Wizz Air to re-examine more than 25,000 claims, with around 6,000 receiving extra payments and £1.24 million refunded to passengers.

  Read more
• 1 August 2025

  CAA punctuality data for May 2024-April 2025, reported in the trade press, showed Wizz Air as the second-worst major UK airline for punctuality, with about 66% of flights departing on schedule.

  Read more

Earlier cases

• 1 December 2022

  Historic: The CAA raised 'significant concerns' with Wizz Air over the high volume of complaints escalated to ADR/the regulator (811 per million passengers in Q3 2022, the worst of the named airlines) and a large number of unpaid County Court Judgments, calling its treatment of passengers 'unacceptable'.

  Read more
• 26 July 2023

  Historic: The CAA opened enforcement action against Wizz Air, requiring it (via a deed of undertaking) to review previously assessed claims for replacement flights, transfers between airports and care/assistance, and to change its policies to comply with re-routing and care obligations.

  Read more

Know your rights

• UK261 (the Air Passenger Rights Regulation - retained EC 261/2004)

  For flights departing the UK, or arriving in the UK on a UK/EU carrier, you may be entitled to fixed compensation for long delays and cancellations, plus a refund or re-routing and care (meals, accommodation) during disruption. Most Wizz Air complaints turn on these rights. This is general information, not legal advice.

• Consumer Rights Act 2015

  Services, including flights sold to UK consumers, must be provided with reasonable care and skill; where a service falls short you may be entitled to a remedy. It underpins expectations of how Wizz Air handles your booking. This is general information, not legal advice.

• Alternative dispute resolution rules (as overseen by the CAA)

  Wizz Air, as a CAA-regulated airline, must belong to an approved ADR scheme (AviationADR) so unresolved complaints can be decided independently and free of charge. This is general information, not legal advice.

Frequently asked questions