Budget airline Wizz Air has been ordered to refund £1.24m to passengers by the UK Civil Aviation Authority.

The regulator took action against the Hungarian airline last year following significant concerns over high volumes of complaints about the airline not paying passengers what they are owed and failing to meet its passenger rights obligations.

UK passengers had been left frustrated because they believed the airline had failed to meet its passenger rights obligations, particularly around providing alternative flights when faced with cancellations. Passengers also felt Wizz Air was not providing appropriate care when flights were significantly delayed.

The undertakings have required Wizz Air to make changes to its policies to ensure that in future it consistently complies with its re-routing and care obligations.

The airline has co-operated with the action and now completed its review of claims. This has led to more than 25,000 claims being re-examined, and additional payments given in around 6,000 cases – a figure that equates to over £200 refunded in each instance.

Consumer director at the UK Civil Aviation Authority, Paul Smith, said the action was “good news for passengers” after the Authority’s concerns had been validated.

“While we welcome the steps taken by Wizz Air after falling short in its treatment of disrupted passengers, airlines should routinely look after passengers and uphold their rights when flights are delayed and cancelled,” Smith added.

“Passengers have every right to expect their claims to be resolved quickly, efficiently and in line with the regulations. These outcomes will now provide Wizz Air’s passengers with a better experience.”

The regulator’s action covered claims made for flights due to depart from or arrive into a UK airport from 18 March 2022.

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