Mijn Klacht:

Dear sir/madam,

I have a complaint about your services and the charges you made me pay.

Sunday February 15th I wanted to add a large cabin bag to my booking through your website. Unfortunately there was an error with my credit card payment, so I decided to, as also mentioned on your website as a possibility to modify a booking, call your call centre. To my surprise noone picked up the phone….
I asked help from the lady at my hotel reception, who finally got someone on the phone. She told your call centre employee that I wanted to add a large cabin bag to my booking. Your employee confirmed to have changed my booking, to have added 1 large cabin bag, and told me that I had to go to the Wizz air desk at the airport to pay 12 euro for my large cabin bag.

Monday February 16 I went to your desk at the airport and explained to your employee that I had added a large cabin bag through your call centre and that I still had to pay 12 euro. First he said that it was already paid for and put a stamp on my boarding pass with “approved large cabin bag” . At that point I could have walked away, but I am an honest person so again I told him that really I still had to pay for it. He then referred me to his colleague, a very unfriendly blonde girl, who told me I had to pay 35 euro (!!!!!).
I asked her why, told her I had changed my reservation Sunday the 15th, added a large cabin bag, and therefore had to pay the lower fee of 12 euro.
She said she could see nothing in her system, and that it was my problem, she was not Wizz Air, she was only the handling company……
Whereas she is sitting at a Wizz Air desk, wearing a Wizz Air blouse, one woulde assume it is her job to help and assist Wizz Air customers… Instead of telling them it is not her problem….
She insisted I call the call centre again, because she did not wanted to help me and would deny me on board if I wouldn’t pay 35 euro.
I then walked away, angry of the way I was treated, so customer unfriendly, unprofessional and rude. She came after me, grabbed my boarding pass out of my hand and started writing over the stamp er colleague had already put on my boarding pass….
I was shocked at such scandalous behaviour!!!!!!!!!!!! Is that really the way Wizz Air wants to treat their customers??? Someone at the call centre appeared to have made a mistake and forgot to save the modification in my booking, at the Wizz Air desk they are unwilling to help me, because it is my problem, and they refuse to call the Wizz air call centre, their colleagues, because they are only the handling company…
In other words, I as a paying customer, was forced to pay the higher sum of 35 euro, while I exactly followed the Wizz Air procedure, added a cabin bag before my flight, reported at the Wizz Air desk and should have paid only 12 euro….

After arguing for 30 minutes at the desk the blonde unfriendly girl finally said she would call the call centre. She tried 3 times, but nonne answered.
What kind of call centre is that????? Not making the alterations requested, costing the clients more money, and not answering the phone?????

This all after having already changed my flight times twice, causing me to lose a full day of my holiday…

I am appalled by the way Wizz Air has treated me, and I was forced to pay an even higher sum for my large cabin bag. I have the receipt to prove it, they made me pay 50 euro for my large cabin bag…..!!!!!!!!!!

Needless to say I want a full refund of my charges, it was n ot my fault the alterationbs have been wrongully executed by you, your call centre or your desk employees at the airport.

I expect to receive my 50 euro back as soon as possible.
As a frequent flyer I must say never have I experienced such disgraceful behaviour of an airline company.
I will surely NEVER fly with Wizz Air again.

Looking forward to hearing from you soon and receiving my money back.

Gewenste Oplossing:

If I get a full refund!!!!