Dear Jason,
At Wizz Air, we have been delighted to welcome back passengers returning to travel post-Covid-19, as they finally reunite with family and friends, take that holiday of a lifetime, or travel for work. In fact, since April 2022, we have carried a record 11 million passengers to their destinations, and we are committed to delivering our largest ever summer flying programme this year.
However, as you will be aware the aviation industry has faced the most difficult and uncertain period in its history over the past two years, and whilst we emerge from the Covid-19 pandemic this summer with renewed optimism, there is no doubt that significant challenges continue.
The increased demand for travel combined with major supply chain issues across almost every market in Europe, in particular with staff shortages within air traffic control and at airports, is causing disruption to our operations. Like all airlines, Wizz Air relies on a complex ecosystem of services and when just one element is not working as it should be – whether that’s air traffic control delays, airport strikes or staff shortages in security or baggage handling – our operations are impacted.
We would like to apologise to all those whose travel plans have been affected, as we know how much you want to and deserve to travel the world again. At Wizz Air, our mission is to liberate lives through affordable travel, and we remain committed to fulfilling this promise to our customers by providing ultra-low fares, industry leading safety standards, and a reliable and welcoming onboard service.
Looking ahead to the rest of the summer, our upmost priority is to help all our passengers reach their destinations safely and on time. Therefore, in order to account for ongoing supply chain issues, we have made some changes to our summer schedule, to ensure it is deliverable. The majority of these changes have already been implemented, to give passengers as much notice and time to prepare as possible.
If your flight is regrettably cancelled, our automated rebooking and refund process allows you to manage your booking without needing to contact anyone from the customer service team. Passengers who booked directly on wizzair.com or via the WIZZ mobile app can easily rebook or request a refund through their Wizz Air account. If selecting a refund, you will immediately be refunded with 120% WIZZ credit, or given the option to receive a cash refund to your original payment method within a week. Of course, if you need extra support, we have added more agents to process the increased number of customer requests, and our virtual chatbot Amelia is available 24/7 to answer any questions you may have.
All our employees have been working tirelessly to minimise disruption and we are so proud of their continued professionalism, resilience, and commitment, especially during this difficult time.
We would like to thank you for your trust, loyalty and understanding. We remain committed to not only offering the lowest fares, and a safe, reliable service, but to also making sure customers continue to receive their refunds in a simple and worry-free manner. Our crew look forward to welcoming you onboard this summer.
Kind regards,
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Robert Etienne Carey
President | Michael James Delehant
Chief Operations Officer |
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