Reader’s letter: Wizz Air employee verbally abused passengers

“On the 30th of June, I arrived at the airport. My flight from Warsaw to Bergamo was scheduled for 6:45 pm. The flight was delayed twice, then canceled” – one of our readers shared her nightmare story with us via email. Below you can read her letter substantially unchanged.

Around 9:30 pm we received a notice of cancellation. All the passengers were advised to go to the customer service. I was second in line, and a representative of Wizz Air collected my personal details asking if I would like to reschedule my reservation. She went to the room and I assumed she was working on booking my next flight and making reservations for the hotel. There were two more Wizz Air employees assisting passengers.

As I was waiting I heard from the person on the right that they were trying to reschedule for the next day but no flight was scheduled. At almost 11 pm, a person who I believed was helping me returned to the counter and asked if I needed anything. You can imagine my confusion. I simply asked if she forgot about me. At this point, emotions at the counter were rising because an employee of the airline denied assistance and advised passengers to make reservations for the hotel independently and call Wizz Air the next day.

By midnight, several passengers received confirmation about the flight scheduled for 2nd and 3rd of July but no word from the hotel. Some of the passengers booked flights for different airlines and made hotel arrangements independently.

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I agreed to take a flight on the 2nd of July and asked for a hotel room.

Wizz Air employees refused to provide support for hotel reservations arguing that they were not obliged to do so.