Wizz Air canceled their flight Varna to London on 16th Dec 2010 and this is a copy of my Formal Complaint. I will post their response.
FORMAL COMPLAINT 12/17/2010 2:15 PM
My flight from Varna 0651 was canceled after checking in and our being called to the boarding gate. The incoming flight was diverted to Burgas and returned to London empty. This was an operational decision, I am sure, to cancel the flight instead of delaying it. Burgas in air time is only about 20 minutes and as seen below flights to Moscow where operating at the same time.
16.1212:50 MOA9222Moscow VnukovoT116:40Departed16.1213:30 MOA9218Moscow VnukovoT1Boarding16.1213:30 OS764ViennaT117:03Departed16.1213:55 W6651London LutonT1Cancelled16.1214:40 MOA9212Moscow VnukovoT1Boarding16.1215:00 MOA9224Moscow VnukovoT1Check-In16.1217:55 FB974SofiaT1Check-In16.1218:20 MOA9220Moscow VnukovoT1Check-In
I was given a letter in which Wizz Air states “your safety and comfort together with providing every passenger with the best “Wizz Experience”. The “Wizz Experience” was an experience but Wizz Air had no concern whatsoever with either my safety or my comfort.
The plain fact is that Wizz Air literally dumped us, there was no Wizz Agent to help as and the girl at the Varna airport information desk had no idea what to do, except to tell us that we must phone Wizz Air call service (at premium call rates). Those passengers who did phone still did not get any real help.
I understand the airport runway was being cleaned but must reiterate other planes where operating, however the roads to and from the airport were snow bound making driving very dangerous although snow ploughs were operating. Because of the adverse weather conditions, there were no busses and only means of transport from the airport, was to now try and negotiate with taxi drivers who were demanding extortionate rates. I live in Dobrich and the Taxi charged the normal 40lev to the airport. For the return journey, the Taxi driver not only demanded 50 euro to drive back to Dobrich but also refused to provide a receipt. This is obviously illegal, but what could one do at that time?
Wizz Air arranged a coach for the diverted passengers who landed in Burgas to transfer them to Varna, so I find it inconceivable that Wizz Air could not arrange for a coach from Varna airport to Varna City centre where one could find “safety and comfort” in a hotel or find other means of transport home.
It is the duty and responsibility of airlines to take care of their passenger once they at the boarding gate. Wizz Air did not exercise due diligence and simply dumped us, stranded.
To satisfy this FORMAL COMPLAINT Wizz Air must:
1. Cancel my reservation, Reference V***** Varna Flight 651 16th Dec. and return Flight 652 from London 23rd Dec 2010 and refund immediately 588 BGN paid on 12th Dec 2010 by VISA Inet Payment ID ****. Either refund my Visa Debit Card or refund to my bank account F**** J******* ********
2. Remit within 14 days a full response to this Formal Complaint with a reasonable recompense offer.
3. Notification of Wizz Air’s future policy towards its passengers care and comfort if the same or similar incident occurs again at Varna Airport.
Take Note: A copy this Formal complaint has been posted on MyBulgaria http://www.mybulgaria.info/modules.php? ... 269#422269
and Wizz Air response will be forwarded to who it may be of concern i.e. NCO, ELFAA and the media.
A 68 year old war disabled pensioner
Edited to delete personal details. Mod