Wednesday, 18 September 2013

Wizzair customer relations fail

What could happen when you flight with wizzair, you think? I can tell you my story, and is a bit of horror one. Here we are on flight  31/08/2013 OTP-LTN 3002 walking inside after the check-in. An announcement inform us that we will be 15 minutes lates because they have some problem that need to be fixed. After 30 minutes in which the temperature inside the plane increased dramatically, another announcement come that we will be a bit late because they need to work on air-conditioner. We could hear first complaint from some gentlemen in the front row. 60 minutes from the beginning, still nothing happen. The temperature inside was close to 40 degrees Celsius, little children start to feel inconfortable, their mums ask for a bottle of water. After another 15 minutes the stewardesses star to give them small bottle of water, one at the time. Two hours passed, now everybody start to feel inconfortable, asking to go out of the plane. Announcements keep going, asking us for patience, when finally the air conditioner start. it was after two hours and thirteen minutes they fixed this. After 2 hours 31 minutes and horendous condition we finnally leave. 
Now the fun part is starting. Next day, as i am used here in England,i make a complaint. 1st of september. The days are going, one after another, and nothing happen. On 13th of september i send another message, telling them about my first complaint. Still nothing. Until 16th when i finally receive an answer. 

Thank you for contacting Customer Relations Department. We would like to firstly take this opportunity to express our deepest apologies for all the inconveniences encountered during the delay of the flight W6-3009  on 30th of August. Unfortunately, I am unable to find any other claim filed by you.

In accordance with our General Conditions of Carriage and the operative EU regulations, in case of more than 2 hour delays, Wizz Air shall reimburse passenger's extra costs such as meals, refreshments and two brief telephone costs in reasonable relation to the waiting time upon reception of supplementing invoices.

As for the additional expenses listed above, we kindly ask you to forward invoices as an attachment to your reply so that we can determine a possible compensation.

We look forward to hearing from you.

Yours sincerely,

I answered back to them, telling that it is not about some water i buy, or some invoices i did not keep, but about the way they treat us, failing to recognize us like individuals, instead of name or numbers on some list. Next message, on 18th:


Thank you for your reply.

I am very sorry to hear that you are not satisfied with services provided by the airport services. Let me assure you that Wizz Air strives to attract passengers not only with the low fares, but also with the high quality of services. Thank you for letting us know about the problem. Your claim has been forwarded to the manager who is responsible for the airport services. Necessary steps will be taken in order to remedy that situation.

However without the invoices and receipts I will not be able to reimburse you for the additional costs you made upon waiting for the delayed flight.

If I can help with anything else, please do not hesitate to contact me.

Best regards,

The answered fast this time, and lets say i was pleased. But this is no way a company that claim that is so friendly and customer oriented to treat us. And with this i finish, for now.