It comes after Wizz Air was last week branded the worst major carrier to and from the UK for resolving complaints and claims in a timely manner.
The CAA said Wizz’s performance was "unacceptable", with the carrier "clearly" ranking worst for having complaints escalated to alternative dispute resolution (ADR) schemes or the CAA’s in-house complaints team during the most recent quarter.
Wizz was also pulled up on the time taken to process claims received directly from passengers, and the large number of county court judgements found against Wizz that "remain unpaid".
“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," said a Wizz spokesperson.
“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."
