Wizz Air

Subject: Formal Complaint: Degrading and Unacceptable Treatment at Sharm El-Sheikh Airport 28 April 2025

Dear Sir/Madam,

My name is Arzu ICOZ, and I am writing to formally raise a complaint regarding an extremely distressing and degrading experience I endured with Wizz Air staff at Sharm El-Sheikh Airport on 28 April 2025, prior to flight W46112 (SSH FCO).

Background

I have been a long-time Wizz Air customer. My Wizz Air account was created years ago under my former surname, Arzu ISGIN.

In 2023, I legally changed my surname in the United Kingdom to Arzu ICOZ, and I possess an official Deed Poll document confirming this change.

Later, my partner gifted me a Wizz Multipass annual membership (599), which was applied to my existing account still registered under my old surname. As a result, all bookings continue to appear under Arzu ISGIN, even though my legal name is now Arzu ICOZ.

Since the change, I have always carried my Deed Poll document while traveling and have never encountered any issues. In fact, I flew to Sharm El-Sheikh just three weeks prior using the same document and everything was accepted without question.

What Happened on 28 April 2025

On the day of our return flight (Wizz Air flight W46112, PNR: XMZRNW, boarding time: 21:05), my boarding pass showed the name Arzu ISGIN, as expected. At check-in, I presented my Deed Poll document alongside my valid UK passport exactly as Ive done on previous journeys.

However, the Wizz Air ground staff member on duty refused to acknowledge the Deed Poll, despite it being a legal, government-recognized document.

The staff member:Tore up our boarding passes in front of us,Aggressively told us we would not be allowed to fly, Refused to listen or verify anything,And clearly did not speak English well, creating a huge communication barrier.

In good faith, I accepted to pay a 65 name change fee, even though the situation was clearly not caused by me.

But things escalated even further.

After I paid the fee, the same staff member still refused to reissue our tickets, and said:

You will only fly if you apologize to me. Otherwise, you are not flying.

I was publicly humiliated, forced to apologize to the staff member just to be allowed to board the plane, while dozens of other travelers watched. We also paid an additional 5 fee, and a final charge of LE4270.00 via card, just to be allowed on the flight.

We later went to the airport police, explained everything, and asked for the staff members name to file a formal complaint. But the person refused to identify themselves.

The police, understanding the abuse that took place, forced the staff member to allow us to board but the emotional damage was already done.

Why Im Writing to You

This was not just a technical misunderstanding. It was psychological coercion, disrespect, and emotional harm. As a fully paying customer, with legal documents and an active 599 Wizz Multipass membership, I should never have been subjected to this kind of treatment.

What I Am Requesting

I hereby formally request: 1.A written and official apology from Wizz Air regarding the way I was treated at Sharm El-Sheikh Airport. 2.A full refund of the unfair charges I was forced to pay:65 name change fee5 service feeLE4270.00 paid at the airport (approx.

£88) 3.That my Wizz Air account (email: arzuisgin@***.com) be updated to reflect my legal name: ARZU ICOZ, as per the attached Deed Poll.

Attached DocumentsOfficial UK Deed Poll (proof of legal name change)Boarding pass (Flight W461** ** April 2025)65 name change receipt5 extra fee receiptBank receipt for LE4270.00Wizz Multipass payment confirmation (599 paid)Screenshots showing account still registered under Arzu ISGIN

This experience has left me emotionally shaken. I hope Wizz Air will take this matter seriously, investigate the behavior of the staff involved, and ensure that no other passenger ever faces such humiliation again.

I look forward to your response and resolution.

Sincerely,

Arzu ICOZ

Email: arzuisgin@***.com

Hallo guten Tag !

Trotzt Online Flugbuchung und online Check in mit Taxi nach Flughafen Pristina gefahren das ich den Flugzeug rechtzeitig erreich haben sie mich nicht an Bord hinein gelassen... gebucht war der Flug von Pristina nach Wien am 20.07.2025 um 14:55Uhr ...

Bei wenden an den Schalter von Wizzair sagten sie mir das der Flugzeug schon Vollbesetzt ist und haben sie mir einen Dokument zum unterschreiben gegeben um Rückerstattung bzw. Entscädigung von 250 und zusätzlich übernimmt der wizzair alle kosten wes entstehen für Heimreise nach Wien... Habe nächstmöglichen flug gennnach Memmingen um 50 und von Memmingen nach Wien mit Flexbus um 68 ... habe die ganzen Rechnungen bei mich...

Ein zusätzliche problem ist das ich nicht schaffte in den Arbeit weil ich Dienst am 20.07.25 von 22h-06h (Nachschicht) eingeteilt war...

Deswegen habe ich die Flugbuchung über Wizzair getätigt...

Lg. Dipl.Ing.Velickovski

Wizz Airline Ref EFZ9UL

I received a refund from Wizz Air for the amount of $65.89.

The flight was scheduled on the 16 June 2025 from Roma to Tel Aviv and due to the Gaza war, the return flight was cancelled by Wizz Air Malta From Roma back to Tel Aviv.

(I paid a total of 363.85 USD for the full flight with Israir Airline from Tel Aviv to Roma. The ticket was bought through the Agent FLIGHT NETWORK)

I would appreciate a breakdown of the return cancelled flight.

The amount of $65.89 seems very little as there was

NO insurance, NO booked seat and NO paid Baggage.

This breakdown would give me a better idea of what I am supposed to get as a refund which I believe should be around $182

After many requests by mail and chat, Wizz Malta never provided any breakdown.

I would appreciate your assistance in that matter

Martine Touri Silsbury

Airline Ref EFZ9UL

I received today a refund from Wizz Air for the amount of $65.89.

The flight (Roma to Tel Aviv) scheduled on 16 June 2025 from Roma to Tel Aviv was cancelled by Wizz Air Malta due to the Gaza war.

I paid a total of 363.85 USD for the full flight (T.A- Roma - T.A)

The refunded amount of $65.89 seems very little (NO insurance, NO booked seat and NO paid Baggage)

I need a BREAKDOWN and REVISION of what has been refunded.

I believe I should be refunded $182

Please kindly advise now

Many Thanks

Martine Touri

My daughter was supposed to be boarding from Antalya yesterday, and since yesterday, she has been at the airport. What a lousy company! I think they should shut this company down.

On the 22nd of August, I had to buy my flight to Vienna on the 14th of September. I still did not get back my money to the bank account.

My name is Marika Osite, reference number to flight WWILKQ. The flight will not be organized by WizzAir at all, but money was taken from my bank card. I bought tickets for the 14th of September 2025 two times, and it was possible.

Money was taken from my account, but I was finally informed that the flight would not be organized at all only when I called WizzAir's contact telephone. Please immediately return my money back to my bank card; otherwise, I will send a complaint to the authorities.

Dear Complaints Manager / Wizz Air Executive Team,

I am writing to express my deep dissatisfaction with the level of customer service I have received from Wizz Air regarding a refund due to a cancelled trip. Despite multiple phone calls to your customer support team, I have not been provided with any clear confirmation or documentary evidence that my refund is being processed.

The details are as below:

1) London to Tiranna (Wed 2 Jul · 14:55 - Wed 2 Jul · 19:00) - TPUKGH

2) Tiranna to London (Mon 7 Jul · 03:35 - Mon 7 Jul · 05:55) - UH95KF.

The dates / timings for the return flight have been altered significantly making the entire trip unfeasible due to subsequent bookings made as per the original schedule. The email received from Wizz Air as at 15th June, advises that a refund can be obtained for the journey in such an instance. Upon ringing customer service on Thursday 19th June, I was advised that both legs of the journey have been cancelled and a total refund of £222 will be issued within the next 10 workings days. It was only after the representative confirmed the refund amount that I asked him to proceed with the cancellation.

However I received no email confirmation to this effect.

I rang up again on Friday 20th June to confirm the above. On this occasion, the customer service representative suggested that the refund amount will be only £145, with no explanation as to why his information contradicts that of his colleague the previous day. I insisted that I need something in writing, or be connected to a manager, but to no avail!

It has now been close to 10 days, but my bookings are still showing as active and I have not received the refund amount.

The representatives I spoke to were vague, dismissive, and unableor unwillingto provide the most basic information I am entitled to as a customer. I was repeatedly told that the refund is in progress without any form of written confirmation, transaction reference, or estimated timeline.

This is entirely unacceptable.

It is deeply concerning that Wizz Airs support process appears designed to delay and deflect rather than resolve issues.

I consider this not only poor customer service, but a complete failure of transparency and accountability.

I expect a written confirmation of the refund (the amount of £222), date of processing, and the method of payment, without further delay. If this is not provided within the next [insert reasonable timeframe, e.g., 5 working days], I will have no choice but to escalate the matter through regulatory bodies and consumer protection agencies.

Please treat this matter with the urgency and seriousness it warrants.

I did not receive my full refund, wizzair has referred me to a 3rd party who has no record of my flight booking. My refund amount is 725 aed and I only received 169 aed.

I will be taking legal action against this company. They do not respond to emails and their support staff are rude and not helpful.

I bought a return ticket, for the return I wanted to pay for my seat which was 24 euros but only 8 euros were deducted from my account so I couldn't check in I called the company and they couldn't do anything to help me so I was forced to buy a new ticket and it was the system's fault

I received a small refund of $65.89 but I believe I should received about 198.00

I would like to receive an explanation of the payment, a breakdown from Wizz.

I have already mentioned that but no answer yet.

Have you contacted Wizz?

Thanks Martine Touri

I have only screenshot from my booking, but cannot find email or booking in app.

Please help!

My email: chekulaieva1988@***.com

The amount Wizz Refunded was a lot less than expected

No explanation, NO breakdown

No communication, no customer service...DEPLORABLE

I requested a refund for my flight time change. The employee told me another email and another card number that does not correspond to me, resulting in me not receiving my money.

I'm sending you my IBAN from my other card so you can make the deposit. Flight code UMYWKT. Mail natalitheodoridou@***.com.

I paid 98.99 on January 27 at 9:37 AM from Viva Wallet. My new IBAN: GR97 0172 **** 0052 57** **81 599.

No number to call them from UK. Left their customer stranded. Tried calling them to no avail ans now I had to book another flight