The accusation stems from a controversial birthday promotion conducted on May 18, 2023, where the low-cost airline offered flights for as low as PLN 35. This development could result in a hefty penalty for the airline, amounting to up to 10% of its annual turnover.
The promotion in question allowed consumers to book flights to any destination from Polish airports, with basic amenities, through the Wizz Air app and website. However, the OCCP noted a significant discrepancy: most customers who secured tickets at the promotional price were unable to use them. The airline reportedly annulled the transactions the following day, attributing the cancellations to a technical error and promising prompt refunds. Only bookings for travel within 72 hours of purchase were honored.
Tomasz Chróstny, the president of the OCCP, emphasized that consumers have the right to expect transparent and accurate offer descriptions from businesses. "In a market familiar with frequent price promotions, especially from low-cost airlines, customers trusted Wizz Air's offer, only to have their bookings abruptly canceled," Chróstny stated.
Further adding to the controversy, the OCCP revealed numerous customer complaints. Many pointed out that Wizz Air blamed system malfunctions for the cancellations, despite actively promoting the special offer through various channels, including social media and newsletters.
The OCCP's scrutiny of Wizz Air Hungary extends beyond this incident. The airline faces another ongoing case related to its "Flexible Travel Companion" service, which allowed booking without naming all passengers until online check-in. Customers have complained about non-refunded service fees if flights are canceled by the airline. Despite modifications in its model contract, the OCCP believes it still contains questionable clauses, particularly around refunds for missed services.
Source: PAP, IAR