Obtaining a refund for a cancelled service (Wizz Air)

MrRockliffe

MrRockliffe

MrRockliffe

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Hi all

Earlier this month, I travelled via Wizz Air, and paid for an airport transfer via their website.


I paid for the zone which corresponded with the location I was travelling to.


A few of days before travelling, a company reached out to me for the exact address, and when I provided it, they informed me they don’t cover that location.


I pointed them towards the Wizz Air website and my booking confirmation, which showed the location.



They apologised and that was that. I had to book alternative means of getting to the property I was staying at.




Since then, I’ve been in touch with Wizz Air, whom I paid for the service, and have asked for a refund on the basis that my service was not fulfilled.


They’ve denied me a refund due to it being a third party service, and said that if I have any complaints I should raise a case with Hungarian travel authorities: https://kormanyhivatalok.hu/


The third party have said I need to deal with Wizz Air as they processed the payment.




I have raised a case with my bank for a charge back, but want to explore other avenues.



Does anybody have suggestions other than the standard boxing stance and letterbox approach?
 
If you took the service out with whizzair and paid them directly then it's definitely them who should be dealing with it.

Put a complaint in, and then raise a chargeback with your bank that contract was not fulfilled completely - attach your communication to show the third party declined the service as an area they don't operate in.

It's on wizzair to get their own money back from their suppliers - not the customers.
 
Semple said:
If you took the service out with whizzair and paid them directly then it's definitely them who should be dealing with it.

Put a complaint in, and then raise a chargeback with your bank that contract was not fulfilled completely - attach your communication to show the third party declined the service as an area they don't operate in.

It's on wizzair to get their own money back from their suppliers - not the customers.
Click to expand...

Yeah this is the approach I've taken so far. Their response to the complaint was:


Thank you for contacting Wizz Air Customer Service Department.

Regarding your request, we would like to inform you that Wizz Air is not responsible for third-party services.

In this case, you can find the contact details of external partners via https://wizzair.com/en-gb/information-and-services/partner-services/partner-services



When I disputed this, they just pointed me towards the Hungarian dispute system linked in the OP.


Cheeky buggers.
 
Had my chargeback rejected and no response from the CEO.


Chargeback was rejected as I supposedly didn’t provide sufficient evidence, which is hard to believe - I uploaded 12 images and PDFs of all the emails evidencing their failure to provide a service from Wizz Air and the transfer company.




Bit stuck on this one now.
 
www.resolver.co.uk

Resolver - Free online tool for complaints and claims | Resolver UK

Resolver can help you make a complaint or claim for free. Resolver covers a wide range of sectors and helped millions of consumers raise issues with thousands of companies.
www.resolver.co.uk

I've used this a couple of times when dealing airlines and travel operators.

Really easy, keeps everything documented and companies seem to respond.
 
MrRockliffe said:
The third party have said I need to deal with Wizz Air as they processed the payment
Click to expand...
claiming off 3rd party sounds more credible to me - it's similar to no chargeback if you buy from Amazon 3rd parties.

I'd be on the phone to 3rd party if possible versus email (if needed, can presumably find a English speaker) as a follow up to email.
 
MrRockliffe said:
Had my chargeback rejected and no response from the CEO.


Chargeback was rejected as I supposedly didn’t provide sufficient evidence, which is hard to believe - I uploaded 12 images and PDFs of all the emails evidencing their failure to provide a service from Wizz Air and the transfer company.




Bit stuck on this one now.
Click to expand...

What reason was given for your chargeback being rejected?
 
You could try making an official complaint about the chargeback being rejected. Banks tend to have internal teams that handle these to avoid escalations to ombudsman and sometimes that gets you to someone with a bit more common sense.
 
Yea I think you should try again with your bank.

Once I made a chargeback, but Halifax did **** all, and the request timed out and was past the date MasterCard could do anything.

I called them (Halifax) up again and said I wanted to make an official complaint, they soon offered me the full chargeback amount back on my card, plus an extra £20 for my inconvenience (my request as I was annoyed at them), no questions asked, as they wanted to avoid having an official complaint which has to be investigated etc.
 
Considering the relatively low amount and the fact I think any complaint that ends up at the ombudsman costs them money they might just roll over as the cheaper option
 
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