After navigating the stresses of packing, airport security, and gate waits, passengers dread hearing there are no seats left on their aircraft. Regulations exist to protect travellers involuntarily bumped or denied boarding by UK or European airlines, or from UK or European airports. EC261 and UK261 rules entitle passengers to compensation ranging from £220 to £520, depending on delay length and flight distance.
Overpromising Compensation Allegations
However, budget carrier Wizz Air has been accused of overpromising compensation to passengers who relinquish their seats. According to consumer group Which?, a 47-year-old traveller named Massimiliano was scheduled to fly from Rome to Larnaca with Wizz Air in August before being bumped off his flight.
Initially, he was offered a new flight two days later and €400 (£346.50) in compensation. Massimiliano completed a denied boarding form outlining the payment and waited at his hotel for the rescheduled flight. The situation soured when he discovered only €100 (£87) in non-exchangeable flight vouchers credited to his Wizz Air account.
Lengthy Resolution Process
It took five months for Massimiliano to receive the full promised amount, after Which? intervened with the airline. Wizz Air claimed the passenger had ticked a box during booking agreeing to its voluntary rebooking offer. This option appears at check-in, asking travellers if they would take a later flight if seats are unavailable on their original booking, in exchange for €100 in Wizz Air vouchers.
Which? argues the airline treats this agreement as passengers waiving their legal EC261 compensation rights. Consequently, voluntary rebookings also forfeit rights to overnight accommodation coverage. The consumer group contends Wizz Air fails to properly notify passengers they will be classified as potential volunteers.
Airline Explanation and Apology
Wizz Air told Which? Massimiliano was incorrectly offered €400 compensation. A spokesperson explained, "Regrettably, this occurred due to ground handlers who didn't consider the voluntary offer Massimiliano had already accepted... one agent overlooked the voluntary €100 offer and completed the form with the incorrect €400 amount." The airline apologised, ultimately paying the full €400, and pledged additional training for airport staff.
A Wizz Air spokesperson told the Daily Mail, "Like many airlines, Wizz Air sometimes overbooks flights. In rare denial cases, we provide rebooking options and compensation. If aircraft changes due to operational reasons reduce seat capacity, affected passengers receive emails offering voluntary rebooking for WIZZ credits. We always try to offer the best rebooking options, advising customers to check suitability before volunteering."
Passenger Rights and Recommendations
The spokesperson added, "EC261 rights details are clearly outlined on our website, and we encourage customers to review these. Voluntary rebooking is presented as an alternative to standard compensation routes." Which? advises passengers to scrutinise small print and clarify with staff whether they are volunteering or expressing interest before accepting offers.
Key steps include determining delay duration, hotel coverage, and whether rebooking involves another carrier. Travellers accepting offers should get written confirmation, note staff names and signatures. If anything feels amiss, Which? urges simply declining. For involuntary bumping, passengers should request the airline seek volunteers first.
If unsuccessful, assert EC261 rights to compensation and accommodation. Volunteering to downgrade can sometimes be advantageous. Daily Mail reporter Jowena Riley recently downgraded from Premium Economy to Economy on a Virgin Atlantic flight from Antigua to London, receiving a future round-trip flight to any destination in return.
