✅ Trip Verified
| I bought return tickets for my entire family (5 persons, one of which 3 years old) for the above mentioned flights in October 2019. The flight was scheduled for 19 May 2020. Given the worldwide pandemic crisis, lockdown restrictions were set in place by the government of Romania and UK. As such, I called WizzAir customer service at the beginning of April 2020 to enquire about the flight status. I was advised that the flight was still going ahead as planned and that passengers will be informed about cancellations due to Covid19 via email (when applicable). When I asked about the notice period I was informed there is not a set notice period and it could vary from 2 weeks to next-day cancellation notice. WizzAir personnel advised me not to cancel my booking as yet and wait for further communication closer to the flight date, and that if I still wanted to cancel the flights due to the Covid19 pandemic and further restrictions inposed by government then I should do so 14 days prior to flight date to ensure I am not charged additional cancellation fees. I called customer service again on the 1st of May 2020 and I was advised the flight is still going ahead as scheduled and if I wanted to cancel the flights WizzAir will charge 60 Euros/person/flight. This is unacceptable considering the current worldwide situation, and more specifically the restrictions imposed by the government. The UK is under lockdown with no end date in sight (at the point of this complaint), which means all non-essential travel is not permitted. Additionally, social distancing restrictions are further imposed by the Romanian Government and the UK government, including 2 meters distance between people. These measures were not respected. As such, the flight should have been cancelled, in line with government guidelines. It is not acceptable for a company not to adhere to Government guidelines and put customers at risk. I find it appalling that flights are not cancelled in advance by WizzAir (given specific lockdown instructions set by the government) and that passengers are required to cancel the flights more than 14 days prior to the flight so that the cancellation fees are not increased. It is absurd to charge the cancellation fee per person per flight and not per booking, meaning that the customer receives a 10th of the price paid. Based on the information I received from the WizzAir staff, the flight cancellation period varies from 2 weeks to 1 day. This means WizzAir deliberately does not adhere to WHO and Government (country specific) guidelines and restrictions, so that they can retain most of the price paid by customers when booking flights. Aside from this blatant disregard for pandemic restrictions, the customer service personnel was rude and dismissive over the phone, with no willingness to discuss the options available for customers. When I was given the information relating to the cost of cancellation, the call handler was abrupt and repeatedly asked me "Should I cancel this or not?" without allowing me the time to process the information received and to calculate/ understand how much will all this cost.