wizzair.com Reviews 

FORMAL COMPLAINT – Disability Discrimination, Unjustified Charges and Mishandling of Assistance

Dear Wizz Air Customer Relations,

I am writing to submit a formal and serious complaint regarding the treatment I received at London Gatwick Airport in connection with flight W95723 from London Gatwick to Málaga.

I am particularly concerned about the way I was treated by the Wizz Air staff at the airport, the way my disability and assistance needs were handled, and the charges that were imposed on me.

I wish to make it absolutely clear that I consider this matter to be unacceptable.

Under the UK rules protecting disabled and reduced-mobility passengers, including UK Regulation (EU) No. 1107/2006, passengers with disabilities are legally entitled to appropriate assistance when travelling from a UK airport, and that assistance must be provided free of charge. The UK Civil Aviation Authority expressly confirms these rights.

Furthermore, Wizz Air's own published policy states that it provides assistance to disabled and reduced-mobility passengers in accordance with Regulation 1107/2006.

In these circumstances, I find it extremely concerning that I was subjected to additional charges of:

- £25 for a seat, and
- £44.75 for a boarding pass,

while I was dealing with the airport check-in process and requiring assistance because of my disability.

I am therefore requesting a full and specific explanation of the legal and contractual basis for each of these charges.

If Wizz Air maintains that these charges were unrelated to my disability or assistance requirements, I require you to clearly explain:

1. Why each charge was applied;
2. What service the charge supposedly relates to;
3. Why the charge was necessary in my particular circumstances;
4. Whether the same charges would have been imposed on a passenger without a disability in exactly the same circumstances;
5. Why I was not provided with an appropriate alternative at the airport without incurring these additional costs.

I also want Wizz Air to investigate the conduct of the staff member involved at Gatwick. I was treated in a manner that I found unpleasant, disrespectful and inappropriate, particularly given my disability and the circumstances in which I was requesting assistance.

Passengers with disabilities are entitled to travel with dignity and without being placed at a disadvantage because of their disability. The CAA states that UK rules are intended to ensure that disabled and reduced-mobility passengers have the same opportunities for air travel as other passengers.

I therefore formally request:

1. A full refund of the £44.75 boarding-pass charge;

2. A full refund of the £25 seat charge, unless Wizz Air can demonstrate with clear evidence that this charge was entirely unrelated to my disability or assistance requirements;

3. A written explanation of the legal and contractual basis for these charges;

4. A formal investigation into the conduct of the Wizz Air staff at Gatwick;

5. Confirmation that my complaint has been recorded as an accessibility/disability-related complaint and not simply treated as a standard customer-service complaint.

I also request that Wizz Air preserve and review any relevant records concerning this incident, including check-in records, booking records, assistance requests, payment records and any available staff or airport records relating to my interaction at Gatwick.

Please do not respond with a generic explanation of Wizz Air's standard airport check-in policy. My complaint concerns the specific circumstances in which these charges were imposed and the manner in which I was treated as a disabled passenger requiring assistance.

If I do not receive a satisfactory and substantive response, I will consider escalating this matter to the UK Civil Aviation Authority and any appropriate alternative dispute resolution or other relevant body, together with all supporting documentation and evidence. The CAA specifically advises passengers to escalate unresolved assisted-travel complaints where the airline's response is unsatisfactory.

I expect Wizz Air to take this complaint seriously and to provide a detailed written response addressing each point raised above.

I also expect the unjustified charges to be reimbursed without further delay.

⚠️ **Think twice before booking with this company.**

Yes, their prices are low. But if something goes wrong, that's when the problems really start.

My flight was **diverted**, and they confirmed IN WRITING that they would reimburse the related expenses.

Now?

They're telling me **the flight was never diverted.**

Seriously.

I have several complaints open, they keep finding new reasons not to resolve them, and they even claim they sent me emails asking for information that I NEVER received.

No alternative transportation was arranged after the diversion. No real assistance. And now they're even contradicting what they previously told me in writing.

The best part? Try contacting customer service when you have a problem: incredibly difficult.

Want to make a new booking instead?

📞 Suddenly there's a phone number available!

Cheap prices aren't worth much if you're left on your own the moment something goes wrong.

**My advice: avoid them. And if you do book with them, just hope everything goes perfectly.**

150 for the check in process.
Really rude

Very poor experience - would not travel with them if I had the choice.
Priority is pointless - everyone goes on at the same time.
Random seat allocation - puts the whole party across the plane when the plane was only half full. Why cause more grief.
Cabin crew are rude.

AVOID WIZZ AIR AT ALL COSTS — ABSOLUTE SCAM!!!

Honestly, this company is a complete joke. We paid £80 for our tickets, plus an additional £38 per piece of luggage. Despite already paying for our luggage, Wizz Air charge us another £140 for it again

The pricing is completely misleading, and the whole experience feels like they deliberately make the initial ticket price look cheap before adding ridiculous extra charges We had already paid £80 for the tickets and £38 per bag, so being asked for another £140 for luggage was completely unacceptable

This is not transparent pricing, and it feels like passengers are being charged repeatedly for the same thing.

We will never fly with Wizz Air again. There are plenty of other airlines that offer much better value and a far more straightforward experience.

**DO YOURSELF A FAVOUR AND AVOID WIZZ AIR ✈️🚫

I booked two flights nearly a year in advance, and it was a complete nightmare from start to finish. Over several months, they constantly shifted flight days and times. Then, after holding my money for almost a year, they abruptly cancelled both of my upcoming flights without giving any reason or excuse.

The refund process is designed to make you give up so they can keep your money. I spent nearly a month chasing them down for my cash. They only refunded one flight and completely ignored the second (£354.98 for booking USYK6E). Their online system marked the claim as "resolved" with a zero balance, despite never sending the funds.

In the end, I was forced to go through my bank to initiate a chargeback just to retrieve money that was legally mine. No compensation was offered for the massive inconvenience caused. Shocking customer service, zero liability, and zero trust. I will never fly with this airline again and will be actively advising all my family and friends to avoid them.

I would give no stars if there was an option. Do not book with wizz air. Firstly they separate children from parents seats, unless you pay. Then we got conned into paying £70 per trolley bag, when it was advertised as £16. I would rather now pay a little extra and travel with a decent airline. Worst customer service, no help support, looking to con people at any opportunity. Stay away from wizz air

I booked a roundtrip flight while physically in the US and the Wizzair website adjusted the dates of my flights forward by 24 hours because their system did not account for the fact that my timezone was different. As soon as I received a confirmation email, I noticed the error and contacted them. I filled out a formal complaint, waited 50 days for a response, submitted documentation, all to hear that they would not refund my flight. These shady business practices will never survive in the US. Just because the Wizzair system cannot account for the fact that the US is in a different time zone isn't my fault. Unbelievable!

Flight from Madrid to Luton England on 4 September 2026 at 12:30 was a bad experience for me with stuff. 2 ladies working with Wizz Air was rude and impolite with me and with others..
I do not recommend anyone to use if you want a safe and good flight

My luggage was lost on my flight to Istanbul and I submitted my claim on June 2026. Since then, I’ve had to contact Wizz Air 4–5 times just to get updates, and I’ve repeatedly been promised callbacks that never happened.

I was left without my belongings for 3 days and had to spend at least £600 on essential clothes and toiletries. Months later, I’m still having to chase them for a proper resolution.

Losing luggage is bad enough, but the complete lack of communication, urgency and accountability afterwards is absolutely disgraceful. I would seriously think twice before flying with Wizz Air again. Still have not had any proper communication and have not received any compensation.

Cancelled my flight costing £300 without any reason being given.

I requested a refund. Fortunately, this was processed quickly. Unfortunately, the refund was made to a different customer and Wizzair will now require up to 30 days to investigate.

Honestly, shambles does not begin to cover this organisation. Absolutely beyond help.

Literally just making up policies to steal from it's customers - had to pay an extra $3-4 for a boarding pass in advance (which of course i never got, or got a refund for it). They also told me had a not checked in it would be $120 at the airport to do so?

Racism bad customer service

Worst ever company. No customer service. Not able even to check in I dont know how I'm going to fly with this company. Avoid!! Avoid!!! Avoid!!! Did it finally when complained several times to customer service. Spent 3 hours on check in. They blocking it becouse their new service to check in at airport payable. Discusting tactics!!

A terrible company to book with. Terrible service. In the booking process they automatically fill in the users name even if they don't book for themselves. you are not asked to input your name, they fill it in for you, and if god forbid you are not paying attention then you have to automatically pay 70 euros to change it. you cannot find find anyone on the phone to talk to either. I literally called 10 minutes after I made the booking and all they have is a lousy robot. 10/10 do not recommend, the cheap price will become more expensive later on.

First time flying Wizz Air and almost certainly my last.

My partner and I booked together and checked in the minute online check-in opened. At the time, the seat map appeared to have masses of seats available. We declined to pay around £20 each simply for the privilege of sitting next to each other.

Miraculously, we were then allocated random seats two rows apart.

Once on the aircraft, it became obvious we weren’t alone. The gentleman next to me had been separated from his wife and two children. They were two rows ahead while he was stuck by the window, two strangers away from his family. Thankfully the children were with their mum, but what a ridiculous way to seat a family travelling on the same booking.

I completely understand charging extra if I want additional legroom, a particular row, priority boarding or some other upgrade. But charging passengers simply to have a reasonable chance of sitting next to the person they’re travelling with feels less like a service and more like a ransom note with wings.

And yes, I can afford to pay for seat selection. That’s really not the point. I refuse to pay £40 for two ordinary seats next to each other simply because an algorithm appears remarkably talented at separating people.

I’ve flown Ryanair and easyJet plenty of times and never had an experience quite as cynical as this.

Congratulations, Wizz Air. You could have made another £40 from me.

Instead, you’ve lost a customer.

Still, on the bright side, my partner and I are looking forward to being reunited at baggage reclaim.

UPDATE – RETURN FLIGHT:
Apparently the outbound flight wasn’t a fluke. We again declined to pay to sit together and were allocated 23A and 23E – in the same bloody row. When I checked in, I took screenshots showing seats across row 23 available to purchase.

At the gate I then watched passengers being charged for slightly oversized cabin bags, including one gentleman frantically putting his clothes on to make his bag smaller.

Wizz Air has achieved something quite impressive. I arrived in Warsaw annoyed with its seating policy and left Poland absolutely certain I will never give the airline another penny.

23A and 23E. Same booking. Same row. Different postcode.

If you forget to make online Check in before 2 hours in flight, de printin for you in desk,
and they charge €50. !!!! ?????

0 but it doesn’t matter they can do what they what. I would walk if I could instead of using this company

Subject: Formal Complaint Regarding Unjust Baggage Fee and Professional Misconduct at Barcelona Airport (BCN)I am writing to formally lodge a complaint regarding an unacceptable experience, unjust baggage charge, and severe professional misconduct by one of your ground staff members at Barcelona Airport (BCN) during my flight to Podgorica.As a frequent and previously satisfied flyer with Wizz Air, I am deeply shocked by the treatment I received. Before this flight, I traveled from Tirana to Athens with Wizz Air carrying the exact same items: one standard backpack (fitting the 40x30x20 cm free cabin bag allowance) and one tiny personal pouch/handbag used strictly for my passport, wallet, and money. I passed through security and boarding in Tirana without any issues, as these items legally and physically conform to safe travel standards.However, during boarding in Barcelona, your agent targeted me. She aggressively demanded that I pay €78, threatening that she would deny me boarding if I did not comply immediately. When I attempted to calmly explain that my small handbag contains only vital travel documents and fits perfectly under the seat along with my backpack, she completely refused to listen. She repeatedly threatened me and humiliated me in front of all the other passengers. When I asked for her name to file a formal report, she strictly refused to provide it.I was forced to pay the €78 under duress just to be allowed on my flight. Ironically, once onboard, the flight attendants themselves confirmed that my bag was indeed a small personal item that fits easily under the seat.Your booking terms state that passengers are allowed one free cabin bag to be placed under the seat. Nowhere does it state that a passenger is forbidden from carrying a tiny pouch for their passport and wallet. Both of my items safely fit under the seat together. Furthermore, the agent displayed extreme bias and selective enforcement. While she was harassing me, several other passengers (specifically Spanish citizens) were openly bypasssing regulations by laughing and putting on multiple layers of clothing right in front of the gate to fit their luggage size, and she did absolutely nothing to them.This unprofessional, discriminatory, and aggressive behavior caused me severe emotional distress. I suffered a panic attack at the gate and cried throughout the entire flight.I have attached a photograph of the bags in question as proof of their size.I demand:A full refund of the unjustly charged €78 baggage fee to my original payment method.A formal investigation into the conduct of the ground crew operating the Barcelona to Podgorica flight on this date, particularly the agent who refused to give her name.If this matter is not resolved promptly, I will escalate this claim to the Spanish Aviation Safety and Security Agency (AESA), the European Consumer Centre (ECC), and relevant alternative dispute platforms.I expect a swift response and the return of my funds.Sincerely,

Fraudulent Claim System - Total Obstruction of Passenger Rights -
"I volunteered to step off flight W6 7061 to help Wizz Air resolve an overbooking crisis. In return, I have been subjected to pure administrative harassment. I have tried to submit my food and hotel expenses 5 times. Their desktop website is completely broken on both Chrome and Safari. Their mobile app falsely claims bank details are invalid. Wizz Air customer service channels offer zero help. This is a deliberate attempt to obstruct passengers from receiving their legally mandated reimbursements under Regulation EU261. Absolutely disgraceful."