Friday, March 21, 2025
A family traveling from London to Lyon was forced to pay an unexpected £126 due to technical issues with Wizz Air’s website, leaving them frustrated and out of pocket.
A family traveling from London to Lyon was left enraged after being forced to pay an unexpected £126 by budget airline Wizz Air, on top of their already paid fare. Tristan Dudouet, 35, was traveling with his 30-year-old partner Mona and their two-year-old daughter, Naia. The family’s frustration began long before they boarded the flight, as a series of technical issues with Wizz Air’s website led to an unpleasant surprise.
Three days before their flight, the family attempted to check in online and select adjacent seats for their journey. However, due to persistent problems on the airline’s website, their efforts were thwarted, and they were unable to secure the seats they had planned. This left them with no choice but to pay an additional £126 at the airport to resolve the issue. The added cost, which the family deemed unjust, was a source of frustration, particularly as they had tried to handle everything well in advance.
Despite their attempts to avoid the extra charge, the family claims that Wizz Air showed little flexibility or concern. The situation not only disrupted their travel plans but also soured their experience with the airline. “We planned everything ahead and followed all the steps, only to be told that we had to pay extra due to technical issues on their end,” said Dudouet. “It feels like we were penalized for something completely out of our control.”
In response to the backlash, Wizz Air issued a public apology. The airline acknowledged the technical issues that caused the inconvenience and assured that they are working on improvements to their website’s booking system. They further offered the family a partial refund as a gesture of goodwill, but the couple remains dissatisfied. The refund, they argue, does not fully compensate for the stress and added expense they endured.
As Wizz Air vows to prevent similar issues in the future, the experience serves as a reminder of the challenges travelers often face with budget airlines, especially when technical difficulties or hidden costs arise. For many, this episode highlights the importance of customer service and flexibility, particularly in the face of unforeseen circumstances. Despite the airline’s apology, the family’s frustration remains, and they are now questioning whether they will continue to use the airline for future travel.
