Reclamações públicas

On the 06/05/2022, I made a reservation on the WIZZ AIR website for four tickets and one bag, from Rome to Madrid, on June 11th, for the amount of 121.96 EUR.I chose to make the payment by bank transfer and did the transfer at the same time, but it was written that there could be a delay of up to 5 days for payment confirmation. As soon as 5 consecutive days had passed, on May 12th, I sent my first email with the proof of the transfer, asking the company to confirm my reservation, but no one responded. From then on, I started sending emails almost every day asking for the payment to be confirmed. I wanted to call, but the only contact they provided on the site charged an abusive fee, and my chip, which is prepaid, couldn't even complete the call, even with credit.Until then, when I logged into the company's website, the message “waiting for payment” appeared. However, on May 16th, the reservation simply disappeared from my account. I went to the airport the next day to try to talk to someone, but the only person who represented WIZZ AIR could only say that couldn't find my reservation, nor the payment, and that I would need to make a new one.I was pissed off, and finally got another phone that didn't charge a fee. On that phone, the service was in English only, and the person who answered me (Alina) said that they located my reservation and my payment, but that unfortunately the reservation had already expired, and my only option was to ask for a refund. This refund would take approximately 20 business days.I said that I had no interest in receiving the refund, first because I couldn't wait 20 business days to receive the money, because I would need that amount to buy new tickets. And second, because the tickets were already much more expensive than the day I bought them. I said that as I had made the payment on the correct date, I had the right to have my reservation confirmed.The attendant said she would check the situation and call me back later, but she never did. The next day, I called again, but I couldn't get through to the operator from the day before because they said it was impossible to transfer the call. I explained again what had happened to someone else (Valery), and she asked me to fill a complain form through my login on the site. I did, specifying that I was not interested in a refund.After 5 days, they answer me, saying that unfortunately my reservation has expired, and asking for the details for a refund. I explained one more time that I made the payment on time, so the company has the DUTY to confirm my reservation. I have the RIGHT to receive my tickets for the amount I paid, even because I sent a lot of emails to the company with the transfer receipt, even before 5 working days, and NEVER got a reply.

Exmo(a) Senhor(a),Venho por este meio comunicar que pretendo usufruir do direito de cancelamento e reembolso do valor pago (71.98 GBP) pelo voo I8MJNV, após receber a notificação de alteração horária do voo no dia 20/02/2020 e não ter sido aceite ou confirmada a alteração por parte dos passageiros.Após a rejeição do meu pedido, procedo à respectiva reclamação para reivindicar os meus direitos enquanto consumidora.Mais informo que após ter obtido a justificação por parte da companhia aérea que o estado do voo estava confirmado, esclareço que o sistema operativo assume automaticamente as alterações propostas pela companhia aérea, a menos que o passageiro manifeste uma das seguintes intenções: (1) Alterar data do voo (2) Solicitar crédito a 120% na conta Wizz Air (3) Cancelamento e reembolso do valor.Visto que até à data, 20/03/2020, não manifestámos nenhuma das três intenções, foi-nos informado de que o voo estava confirmado e que não seria efectuado o reembolso.No entanto, conforme indiquei anteriormente, os passageiros não autorizaram/ confirmaram a alteração de voo, portanto a informação do estado foi assumida automaticamente pelo sistema.Neste caso, podemos considerar o modo de actuação por parte da companhia aérea como fraudulenta, pois cria mecanismos para reter o valor pago pelos passageiros de forma ilegal.Acrescento que não poderei realizar a viagem porque vivo com a minha mãe de 73 anos que tem graves problemas respiratórios e o meu companheiro está a viver com o pai que esteve internado durante 2 meses e, consequentemente, tem o sistema imunitário debilitado. Dada a circunstância actual, do Covid-19, ao realizar esta viagem estamos a comprometer a nossa vida e a dos nossos familiares. Portanto, esta empresa está a violar um dos direitos basilares da humanidade.Em suma, solicito o cancelamento e reembolso do valor pago pelo voo I8MJNV visto que não aceitei as alterações horárias às quais fui notificada.Cumprimentos,Mariana Carvalho