CLAIMS AND COMPLAINTS

If you have a non-urgent inquiry, compensation, or refund request, we recommend contacting our Customer Service by filling out a claim form. Please pay special attention when selecting the category. Wrongly selected category might prolong the resolution time.

Once your request is resolved or if additional information is required, you will be contacted via the email address that was provided during the claim submission.

After submitting the claim, you will receive a unique ID - please always refer to this number when contacting Wizz Air Customer Service. The claim status can be tracked in your WIZZ Account under “Your Claims” tab. Please keep in mind that claim duplications (multiple claims with the same inquiry or request) will be automatically merged and will not affect the resolution time.

We aim to proceed all the requests within 30 days.

CLAIM PROCESSING TIME

We aim to proceed all the claims and written requests within 30 days.

You can always check the status of your claim and claim history in your  Claims section of your WIZZ Account.

Please note that we process the claims in the same order as they were received. If more than 30 days have passed since you received the last email, we advise you to:

• check the Spam folder of your mailbox as sometimes our emails arrive there
• reply using the initial claim thread (by the e-mail that you received from us) to support our team to identify your already opened claim faster.

Please do not create another claim for your request! Such duplicated requests will be merged and not processed.

UNSETTLED COMPLAINTS

In the event that we are unable to successfully resolve your complaint, and you are still not satisfied following the conclusion of our Complaints Handling Procedure, you may refer your complaint to AviationADR.

AviationADR is an Alternative Dispute Resolution provider and is free to use to consumers. AviationADR is approved by the Civil Aviation Authority (CAA) to provide dispute resolution services and undertake an independent review of your complaint.

Complaints can be raised to AviationADR in the following ways:

1. Online - via AviationADR’s online complaint form which can be accessed at www.cdrl.org.uk/aviation-adr/
2. In writing by post – in order to accept your complaint, AviationADR requires you to post it a completed paper complaint form. This form can be accessed and downloaded via www.cdrl.org.uk/aviation-adr/. If you require a paper form to be posted out to you, you can request this by contacting us via our online Support centre, details of which you will find below. Once completed, this should be posted, along with your supporting evidence, files etc. to AviationADR, 12-14 Walker Avenue, Stratford Office Village, Wolverton Mill, Milton Keynes. MK12 5TW
3. If you require Reasonable Adjustments to assist you in submitting your complaint, pursuant to the Equality Act 2010, AviationADR are able to discuss your request for assistance via telephone at 0203 540 8063. AviationADR has a voicemail system set up specifically for calls of this nature so please follow the steps as directed on the automated message.

Please be aware that when submitting your complaint form, this will be your only opportunity to submit any facts or evidence that you consider relevant to your complaint in support of your case.

Once you have submitted your complaint form, AviationADR will complete an initial assessment of your complaint and refer it to us to request our response within 28 days.

Should you have any questions, AviationADR has a dedicated online Support Centre which operates Monday to Friday, 9.00am-5:30pm and is on hand to provide information and assistance to consumers who require information about its complaint handling process. This can be accessed at www.support.cdrl.org.uk.

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Contact Us

For immediate support, please chat with us.

For non-urgent requests, you can call us or submit a claim.