Wizz Air has asked customers to “check their spam folders for messages from the company” to help speed up compensation payments.
Wizz came under fire last week from the CAA who called the airline’s complaints and claims resolution handling “unacceptable”.
A spokesperson for the airline said: “We are deeply sorry for the inconvenience we have caused our customers and we are working hard to put things right and resolve all outstanding claims as quickly as possible.
“We would ask all customers pursuing a claim to check their spam folders for messages from the company, as this has held up settlement being made in a number of cases. We are committed to resolving all outstanding claims and resuming our regular processing times as soon as possible.”
Wizz said the “major disruption” the industry navigated last summer meant it has dealt with “an unprecedented number of claims”, 91% of which it says have been processed.
“We have recently doubled the size of our customer services team and are working continuously to process all outstanding customer claims, ADR claims and settle all county court judgments,” the spokesperson continued.
“Customers seeking to settle outstanding county court judgments can do so through the chatbot on the Wizz Air website, by selecting the relevant option from the help and support menu. Once the required steps have been completed, a customer service agent will be in touch directly to arrange payment.”
