In what is being hailed as the largest scandal in Wizzair history, one of their employees mistakenly exposed hidden and highly confidential Wizzair information.

The email was accidentally sent to a customer instead of it’s intended recipient, another employee two cubicles down.  The email contained unrequited correspondence from several irate customers which was forwarded along with a crude hungarian folk tale involving pizza and a leper  after which was a joke about the absurd nature of customer demands and the foolishness of them expecting “a response.”

However the email was mistakenly misdirected and sent to the customer.  This in itself is against Wizzair’s strict policy of “non-interference” regarding all customer emails.  This is the second only known email ever sent to a customer.  The first one was “lost,” but is rumored to have contained several large words and some inane details.

Neatly tucked away at the end after the Wizzair employee’s musings were a phone number and an email address.

The most elusive phone number in Europe has been revealed.  If you have any missed flights or have been stranded in some remote corner of Europe you now have a chance!  Call now before it is disconnected. UPDATE: The phone number was redirected immediately after this article to an automated call center in Dubai where you are inundated with Punjabi Techno and forced to pay €1 per minute for the pleasure.

Customer Relations Department

Wizz Air Hungary Kft.

Member of Wizz Air Group

BUD International Airport Building 221

H-1185 Budapest

Fax:     +36 1 239 6280

Email:  customerrelations.bud@wizzair.com

Web:    wizzair.com

My son has lived and worked in Poland for 18 years and lives in Wroclaw. He is happy in Poland and we have therefore visited him regularly. Flights in the period have gone from infrequent to now regular. However in all those years of going back and forth we have never lost the idea that at every opportunity we are taken for a ride. Yes the much travelled and very fair mind British taxpayer is seen as easy meat.

I want to make the latest case something of a test case for the Government to finally take some sensible action. My son booked online a flight with the Hungarian based airline WIZZAIR who fly direct from Luton to Wroclaw, very convenient.

Seasoned traveller on this route he knows that the safest, quickest and cheapest way to travel is with hand baggage only, so we purchased smaller cases fit for that purpose and have used them successfully and continuously over many years without too much trouble, using a variety of airlines including WIZZAIR. In fact the baggage in question was used by my son on his way to the UK with the same airline.

My son booked his flight to Wroclaw for departure last Monday 30 January it was schedule to take at 08.05 from Luton. For some technical reason he could not print his boarding card and therefore it was necessary for him to queue up and go to a check in counter. He did this and at that counter the landing agent checked his bag for weight and size and told him it was ok to take as cabin baggage.

it would be helpful for you to know that had he checked this bag in online to go into the hold it would have cost him £13. If the check in attendant had said the bag must be checked in because of size or weight restrictions then it would be £26.

However my son knew his bag was ok to take on board [having done so on many occasions].

The actual flight was delayed for two hours and he did note that no one seemed concerned to get on with the departure when he was finally called forward. He did note that there was quite a lot of bags being carried [some people had more than one bag] Most of the bags seemed larger than his and when he got close to the gate he heard an adjoining Easyjet flight announcer say “our flight to ——— is experiencing larger than normal number of hand baggage items, if you wish to come forward and volunteer to check in your bags we will take them free of charge. Later investigation confirmed by Easyjet said that this was a policy if there was little room left in the cabin and it eased boarding. However on my sons flight there was no such intentions by the gate attendants. My son was pulled out with three other males [all travelling on their own, and all on one way] and told in no uncertain manner that his bag was not able to fit in the cabin lockers and must be checked in. My son protested making the point that he had travelled with this bag with WIZZAIR before, he had been cleared at check in, the size of the case had not changed between the check in counter and the gate. But the attendant was having none of it. My son was told it would cost £52. When he asked the alternative he was told that he would be refused entry on to the flight. Pretty much feels like they target individuals who have no alternative but to pay. He had £55 in change or an expensive card transaction to undertake. He offered the cash and was told that they did not give change at the gate, when he asked for a receipt it was met with “we do not have much time” but happily he stood his ground.

I wonder for a family who did not have that money! what would they do?

Anyway I made a claim on their website facility and the red type face below is the first reply

Dear XXXX XXXXXX,

thank you for contacting the Customer Relations Department.

Please be informed that should Passengers’ hand-luggage not meet the requirements appointed by our General Conditions of Carriage, section 14.1.6 of our GCC is applied:

“14.1.3 You may carry only one piece of Hand Baggage per passenger the weight of which does not exceed 10 kilograms and the size of which does not exceed 55x20x40 cm. These dimensions include wheels, handles and side pockets.

14.1.6 Should your Hand Baggage not meet the requirements defined in this paragraph 14.1 (especially the restrictions regarding the quantity and the weight of the Hand Baggage), Wizz Air reserves the right to refuse the carriage of your Baggage as Hand Baggage. In this case Wizz Air will carry the Baggage as Checked Baggage in consideration of the payment of the handling fee for Checked Baggage. Should you fail to pay the fee, Wizz Air reserves the right to refuse your carriage and/or the carriage of your Baggage. Wizz Air hereby excludes all liability for damages arising from such refusal.”

Please note that Passengers must be aware of these conditions as our General Conditions of Carriage has to be accepted during the booking procedure. Should Passengers not accept these conditions, the reservation cannot be finalised and confirmed. By Passengers ticking the box and accepting our GCC, our Company do assume reasonably that Passengers make their reservation in accordance with these conditions. What is more, the same information is printed on Passengers’ boarding pass as well.

Our Company maintains the right for the ground handling agents to check the measures of Passengers’ luggage with the example frames placed at the gates due to safety reasons. Please mind the fact that the room in the storage compartments on board are limited.

In conclusion, due to the reasons mentioned above, as your luggage was unsuitable for carrying it on board, the agents acted appropriately in accordance with our GCC; therefore, you are not entitled to have the baggage gate fee refunded in this case.

Thank you very much for your understanding. I consider your case to be settled.

We look forward to welcoming you on board soon.

All the best,

Zsolt Bojti

Customer Relations Department

Wizz Air Hungary Kft.

Member of Wizz Air Group

BUD International Airport Building 221

H-1185 Budapest

Fax:     +36 1 239 6280

Email:  customerrelations.bud@wizzair.com

Web:    wizzair.com

Unsurprisingly I was not best pleased with this reply and so wrote again to the respondent

In common with your airlines practices you have totally ignored what was written, and the matter is most definitely not closed.

you stated

Our Company maintains the right for the ground handling agents to check the measures of Passengers’ luggage with the example frames placed at the gates due to safety reasons. Please mind the fact that the room in the storage compartments on board are limited.

In conclusion, due to the reasons mentioned above, as your luggage was unsuitable for carrying it on board, the agents acted appropriately in accordance with our GCC; therefore, you are not entitled to have the baggage gate fee refunded in this case.

if this is the foundation of your policy and reasons for excluding my son XXXX XXXXXX from taking his case on board can you

1. explain why we have pictures of larger cases being taken on board?
2. explain who you conversed with at Luton to substantiate the conclusion you came to?
3. have you actually seen Mr XXXX XXXXX’s case?
4. can you please explain why the girl at the check in desk said the case was fit to fly in the cabin?
5. can you confirm that your gate staff are in fact incentivised to collect charges? be very careful to be truthful on this one

I thank you for your answers to these questions which in the circumstances are not unreasonable

in your replies you need to consider

1. THE CASE WAS WITHIN WEIGHT LIMITS AS CHECKED BY THE CHECK IN DESK – WOULD YOU LIKE TO MEET WITH ME AT THE DESK WITH THE POLISH GIRL WHO WAS ON DUTY?
2. THE CASE IS WITHIN THE LIMITS SET FOR SIZE – DO YOU WANT ME TO SEND IT TO YOU?
3. YOUR AIRLINE HAS CARRIED THIS BAG ON AT LEAST SIX OCCASIONS IN THE LAST THREE YEARS, WITHOUT A HINT OF CHECKING

It is grossly ignorant of you to simply dismiss this case and I want it escalating to a higher authority.

Your without prejudice

XXXXX XXXXXX

As a result the same person made this reply

Dear XXXX XXXXXX,

thank you for your kind reply.

Please be informed about the followings. Should you have any further questions after this, please do not hesitate to contact me. Our Department wishes to be at your service should you have any doubts concerning your case.

Please note that the questions asked in your first letter is noted as ‘I/x’ and the questions asked in the second letter are noted as ‘II/x’.

I/1.: I can inform you that it is possible for Passengers to have their hand-luggage checked at the check-in desk. Having read your message, our Department assumes that the agent at the check-in desk confirmed that the weight of your hand-luggage wass acceptable in accordance with section 14.1.3 of our General Conditions of Carriage. Should you not have located your hand-luggage into the frame positioned at the check-in desk, it is assumed that the agent’s confirmation did not concern tha size of your luggage as it is measured with the frame. Please note that it is a possiblity that Passenger has his luggage checked-in at the check-in desk if he finds that this step is necessarry due to the oversized nature of the luggage. Please also note the agent at the check-in desk cannot predict the exact decision of the agents at the boarding gate as on the way from the check-in desk to the boarding gate Passenger may locate something into the luggage or can take items our of it. BUT THIS NEVER HAPPENED AND NO WEIGHT CHECK WAS MADE AT THE GATE- IT WAS ARBITARY

I/2.: I can inform you that the actual size and weight of the luggage matters at the boarding gate. This is due to the fact that some pieces of luggage may be smaller when it is empty than the size when it is packed due to the nature of the material it is made of. Therefore, our Department assumes that sending the luggage to our Department is not necessary in this case and will not affect our decision. As a consequence, our Department relies on the decision of the ground handling agents who saw the actual size of the hand-luggage at the boarding gate. THIS MEANS YOU CAN DO WHATEVER YOU LIKE & YOU DO

I/3.: Again, I can only refer to the answer in I/2. as the size of the luggage may alter due to the nature of the material the luggage is made of. IT IS AT MOST 300 METRES FROM CHECK IN TO DEPARTURE GATE, ARE YOU SAYING THE CASE GREW IN SIZE – MY ONLY REMARK CAN BE – STUPID IS AS STUPID DOES

II/1. As for your assumption of discrimination, I can assure you that our ground handling agents do their bests in order that our General Conditions of Carriage is applied to all our Passengers. In this case, we are really sorry to hear that you were not pleased with the service of handling agents at the airport. THIS IS A CHANGE FROM YOUR FIRST REPLY AND YOU IGNORE THAT THE HANDLING AGENTS ARE NOT CARRYING OUT THE POLICY AT ALL AND IT IS YOUR POLICY

The handling agents at the airport who should represent Wizz Air but are actually an external company,HERE WE GO A BODY SWERVE, WHO BANKS THE MONEY TAKEN FROM PASSENGERS AT THE GATE  were obviously not doing their duty as it should be expected SO YOU AGREE IT WAS A MISTAKE. Low cost airlines rarely have their own “representatives” at the airports IRRELEVANT THE CONTRACT IS WITH WIZZAIR AND THE MONEY IS PAST TO WIZZAIR. We rely instead on buying services from an agent operating at the airport, training them and providing them with a long and detailed set of rules. Unfortunately, we have limited means for controlling how they apply our rules. Please accept our sincere apology for the inconveniences caused by the uncomfortable situation.SO YOU AGAIN ADMIT THAT THERE WAS A MISTAKE

We are doing our best to keep their service levels as high as possible to fit our dedicated standards. Acts of similar behaviour will be met with appropriate consequences. All necessary step will be taken – on a general and a personal level alike – to keep similar inconveniences from happening in the future.WHAT ON EARTH DOES THIS MEAN IT IS LIKE WE WILL MAKE YOU DO AND PAY WHATEVER WE THINK FIT WITHOUT WARNING

II/2.: Again, I can only refer to my previous answer. Our Department relies on the decision of the ground handling agents at the airport YES AND THE CHECK IN GIRL SAID OK BUT THEN SHE ALSO KNOWS YOU CAN DOUBLE YOUR MONEY AT THE GATE. Our Department cannot overrule the decision of the agents at the airport without any hard evidence by Passenger which supports that the measures of the hand-luggage did in fact allign with the attributes appointed by our General Conditions of Carriage. Therefore, our Department did not assume the necessity of further investigation with the airport.

II/3.: Again, I can only refer to my answers given in I/2. and II/2.

II/4.: Again, I can only refer to my answer given in I/1. and I/2.

II/5.: As I stated in my previous message, our Company does maintain the right for the ground handling agents to check the measures of Passengers’ hand-luggage. One of the reasons for this is that the ground handling agents are to have our General Conditions of Carriage. The other main reason for this is that the room in the compartments on board are limited.NO NO NO THIS IS NOT THE CASE IF YOU LOOK AT EASYJET THEY WOULD TAKE CONFORMING HAND BAGGAGE FOR FREE IF THEY THOUGHT THE OVERHEAD LOCKERS WERE GOING TO BE FULL Should such regulations be not obeyed, numerous safety issues would emerge due to the limits of the room of the compartments on board.

Our Department would like to offer our assistance in this case; therefore, should you feel that further investigation is to be progressed, please be so kind as to send the receipt regarding the payment at the boarding gate and any official report (written or validated photo) confirming that your luggage met the requirements set in section 14.1.3 of our General Conditions of Carriage. Otherwise, I regret to inform you that, as no further investigation can be progressed, our Department considers your case to be settled.

Thank you very much for your understanding.

All the best,

Zsolt Bojti

Customer Relations Department

Wizz Air Hungary Kft.

Member of Wizz Air Group

BUD International Airport Building 221

H-1185 Budapest

Fax:     +36 1 239 6280

Email:  customerrelations.bud@wizzair.com

Web:    wizzair.com

Damian Galvin:

[To all of those who post "I love Wizzair" comments to this site:] You either work for the airline or don’t get out much. Firstly, it costs 1 euro per minute to call them & they deliberately stall you to at least 15 mins. Secondly, it is always always not in your interest financially to do anything at all with any tickets, It is almost always just as cheap to throw the ticket away than to adjust it. I just tried 3 mins ago to move an Xmas flight in 23 days to a month later & the change-cost was 70gbp, but a completely new ticket cost 71gbp! I would not mind but the original ticket cost me 125gbp for that leg, & wizz render it useless but charging me basically a full replacement cost for a new date,

So far I have flown wizzair 33 time, with 12 more flights booked up for the next 4 months & I can promise you, it is not possible to get any sense out of them at all. If you call them, you pay, if you email, you get dummy replies.

I had a flight from Cluj to London & London to Cluj in March. Paid, done dusted. 4 weeks later, a week before the flight, I received a confirmation email. 10 mins later, a conflicting email to say the London return flight returned to another airport 1 hour away, T Mures. I ignores the mail as a phishing email looking for me to log in. Every 2 days, I received both emails again. One confirming all was as orig plannned & another right behind it saying I had to log in & confirm a change. 4 times this happened in the week upto the flight. so I went to cluj at the outbound time & they could not tell me. So I flew to London & there I discovered the move was genuine, so I returned to a diff airport & hada 1 hour, 50 euro taxi to get back to Cluj, to my car. It has taken preceisely 8 months & 44 emails for Wizz to accept that they changed AFTER my booking was made (41 emails said it was obviously stated at the time of booking & that I must have accepted that condition, until I asked for proof of date change, which showed 30 clear days between my booking & their venue change!) Now, they’ve offered me 100 ron as an apology, but I only ever wanted an apology saying yes, we changed teh venue after you booked & yes, we send conflicting emails contradicting each other.

So please, don’t tell people its all very simple & they should have done this or that. You try it first & come tell us how pleasant & expensive it was. Not everyone wants to take hold luggage, for speed, so how can it be ok for wizz staff at all those airports & not ok in Germany!!! They train at the same training school, use the same size gauges & load the same planes. If its ok in Italy, its ok in Germany! Simple. So, your useful suggestion to those guys is not so useful!

The positive comments supporting wizz are a bit suspicious to me. Wizz is a very polished airline if things go well, but as soon as they go wrong, the CS is crap, & very expensive. & to the guy who says he flies 2x per month, big deal, me too. 8 actually if you count a return as 2 journeys. Other airlines are not the same, no even close. Wizz gives crap exchange rates on currency spent on board, have expensive customer service & your tciket change costs that render the original one valueless. I just hope you guys get to share some of these experiences

Having received 8,380 visits this month, we’d like the thank Wizz Air. Our success is their failure. They continue to be a mediocre airline, provide an inferior service, and lack Customer Support altogether. This month we celebrate our first birthday! We survived a year of legal threats, demands, and eventually a legal battle. They lost, despite having a superior legal team, and vast amounts of money. Wizz Air limps on… for another day.

But for how long?

From Wikipedia:

Service Quality to be mentioned here?

The text about Service Quality is frequently deleted, by anonymous users (i.e. only an IP address available). The text however is fully in line with the Wikipedia standards. It is civil and neutral, respects all points of view, and is verifiable and factual.

This page to stimulate a discussion on the Service Quality text, for those who feel need for it. —Preceding unsigned comment added by Eugene9 (talk • contribs) 17:05, 12 July 2008 (UTC)

I do believe Service Quality should be mentioned! Probably the people deleting it has an interest which is in conflict with the public interest. Will re-add the articles they deleted. Servicemind (talk) 16:34, 8 April 2009 (UTC)

Wizz Air is well known in trying to curb their image, now Wikipedia is upsetting their balance.  Recently added to Wikipedia is a Criticisms section citing many of their now well established methods of conduct:

Criticism

Wizz Air has taken a fair amount of criticism since its inception over its quality of service and allegedly poor customer support. On August 17th, 2009 they filed an official complaint with the World Intellectual Property Organization over the domain Wizzairsucks.com which surfaced a few months earlier by a group of disgruntled customers. ^[21] Despite the efforts of Wizz Air and their legal team citing trademark infringement over the disputed domain, the case was decided in favor of the respondent(s) and the site remains. ^[22] On December 22nd, 2009 they were embroiled in a controversy over a story that circulated from Travel.ru ^[23] claiming they used police dogs and tear gas to forcibly remove several passengers from a canceled flight scheduled from London to Kiev. This was contested by Wizz Air claiming it was a PR attack perpetrated by angry customers of the flight. They released a police report corroborating their version of events which clearly made no mention of either tear gas or dogs being involved in the ordeal.^[24] However the story quickly circulated over the internet by disgruntled customers causing a PR problem.

How long until this too is erased?  See our legal section for more on WizzLegal’s attempts to kill wizzairsucks.com  Is this the price tradeoff for decent customer service?  How much in legal fees does Wizz Air pay?  Is a staff of moderators to edit wikipedia and other forums with positive and glowing feedback easier than basic customer service?

Wizzairsucks has made it to the front page of bing’s search results for “Wizzair”.  It is currently #9 and slid in just a slot after wizzair.co.uk.  We consider this a major victory for this site as well as for the thousands of Wizzair customers who could not, if they wanted to, contact Wizzair.

You may will still suffer if you fly Wizzair, but at least now you don’t have to suffer alone.

hi team-

well obviously I;m not alone. even the Pilot told me to chk out the site! when I asked him how to get paid back for the attached,-

read on with patience brothers…

to Wizz

show details 3 Nov (10 days ago)

dear Pola,-
thanks for replying. However, this seems unacceptable to me. as a frequent business flyer -and also having booked 4? or 5? flights on Wizzair since August
for myself /girlfriend/ aunt, I would appreciate some flexibility in my case.

I followed the advice on the website and from 3 personnel (names on file) I also spoke to Budapest, Warsaw, London (with great difficulty and phone expense).

before my Passport was stolen, I was advised by my Dr. in Italy, he would have preferred I didn’t travel due to flu like symptoms and Swine flu fears. but I had business meetings in Warsaw and Lodz and never cancel responsibilities unless there’s no choice. like losing a Passport.

Dr. Brede will provide letters if needed when I return to Italy-

however, because my Passport was stolen anyway, it was impossible to
travel with or without illness.

I also needed to change K6FHLX Warsaw – London to 29/10. and because
of your email I was so disappointed I didn’t even call Budapest again.

Now I am back in UK I have had time to write to you once more. I’d appreciate SOME kind of reimbursement in these unusual circumstances. I have all the documents, Police report, British Consulate, FedEX delivery etc. and if needed I will provide Dr’s letter. if it’s easier to pursue a sickness claim.

original fare 100 or so.
I estimate the flights changes cost 30 x 2.
plus the difference in fares 120 or so.
plus latest flight 120 to London one way. plus 3 x 10 euro phone cards to chase Wizzair office. (96 cents a minute!!!)

so total approx; 430 EUROS. for a ‘low budget’ airline seat in off season. (all exact fees on file)

because I had to move the meetings Wizzair planes were flying with
EMPTY SEATS around Europe that I’d paid for. haha.

Yes, it IS funny,-
BUT it’s also crazy. please take it up with your Customer Relations SUPERVISOR if needed and see if we can come to some arrangement.

I am a Writer and Journalist and I like Wizzair. I’d appreciate some good news instead of adding to horror stories on ‘Wizzairsucks.com’ websites.

sincerely
PR Crompton

p.s. the Pilot of the Warsaw-Luton Flight 29/10 told me Agata Stadek could help me at Luton but…she was not available.

Needless to say “WIZZAIR” + any combination of negative search terms i.e. bad, sucks, evil, stupid, m$#%$%^% gets us at #1!

WIZZAIR +

That we received 6,000+ unsolicited & unique visitors for the month of September is a measurable testament to the poor quality of service, and general malfeasance of Wizzair.

Help us get wizzair’s attention to redress their fiendish fiendish ways:

Type wizzair into google and find wizzairsucks.com.

On AOL… type keyword: WIZZAIRSUCKS

Post your story on wizzairsucks.com

Post your love story on wizzairsucks.com

Link to wizzairsucks.com

Join the revolution of unhappy customers!

Dear Mr [FirstName],

Please accept our sincere apologies for the delay in answering your e-mail.
We are very sorry for the inconveniences which you experienced.
Even though we have not found your rservation for 21st of March 2009 DTM-LWO please be informed that in accordance with General conditions of carriage by limited liability company Wizz Air Ukraine Ailines: Legal mumbo jumbo, legal mumbo jumbo, legal mumbo jumbo.

We hope that regardless of this situation we will have the pleasure to welcome you on our boards again.

Yours sincerely,

Pola *******

Customer Relations Department

Wizz Air Group

During our “Official” Awards ceremony this weekend, held in Geneva.  The World renowned Contest for “Worst Euro-Budget Airline” in the Universe has ended.  We collected over 256 x 10e^27 votes from voters as far reaching as Pago Pago, the Sudan, the Isle of Man, North Korea, East Timor, Tahiti, and the Galapagos Islands!

As a tribute to the fairness and integrity of this site and it’s founders, all it’s contributors, editors, and lengthy editorial staff… we sadly must announce that our contest for the “Worst Euro-Budget Airline” (2009) is over and Wizzair lost…

The award goes to Ryanair!  Disappointing but true.   Ryanair got 100 suck votes to Wizzair’s 92! We can only conclude that despite their best efforts to pervert customer service and manipulate the goodness out of the once illustrious act of jet setting… Wizzair still sucks less (slightly) than Ryanair.

And so it is with great sadness to present Wizzair with the Runner-up award for:

SECOND PLACE!!!!! AS THE “WORST EURO-BUDGET AIRLINE” IN THE UNIVERSE!

Thanks to all those who participated, including those 12+ Hungarian IP addresses that all clicked to Ryanair within 2 days…

We know we can count on getting as much participation for our next Poll… “What’s in a Name” to pick our new domain name should we lose our ongoing legal arbitration with Wizzair’s crack WizzTeam of lawyers for OUR domain WIZZAIRSUCKS.com

[poll id="2"]