frequently asked questions

BOOKING INFORMATION

- BOOKINGS

How to book?

For more information on your booking options, please view the how to book page.

Is it safe to book a ticket online?

We make our best efforts, including taking reasonable technical and security actions, for the protection and safe storage of your personal data and to protect your personal data from unauthorised access, utilisation, being tampered with or unauthorised deletion. We pay special attention to the safe transmission of personal and financial data. This data is transmitted from your computer to the booking server of Wizz Air through encrypted channels with the support of the state-of-the-art Secure Socket Layer (SSL) technology. Moreover we offer a new online security service for VISA and MasterCard cardholders. Verified by VISA and MasterCard Secure Code schemes enable you to register an additional password to your credit card. By doing this you will help to prevent unauthorised purchases on your credit card which means that you can shop online with added security and peace of mind. During check-out, if your bank is participating, you will be asked to register for either scheme. Simply follow the online instructions to set up your new password. Some banks do offer an option to sign up later, but others will insist that you sign up to the scheme immediately in order for you to complete your online transaction. These schemes will soon become compulsory for all cardholders. If you have any questions about the scheme please contact your card issuer directly.

Can I book connecting flights?

Wizz Air does not operate connecting flights and therefore cannot facilitate the transfer of passengers or their baggage to other flights (whether operated by Wizz Air or other air carriers). For this reason, we do not accept liability for any onward flights passengers may miss. We strongly advise you to allow sufficient time between the scheduled time of arrival of the incoming flight and the scheduled time of departure of the onward flight.

I had almost finished the booking process when I received the message "Session Expired"? What does it mean?

For security reasons the time limit for making a reservation is 30 minutes. After this the system logs off automatically. If this message occurs at the end of the booking process please contact our Call Centre, quoting the date of departure and route to check if the reservation was completed.

I mixed up my first name and last name in the booking. Is it a problem?

It is better to change it in order to avoid misunderstandings at the airport. This is not a name change, so no name change fees will be applied. Please call our Call Centre as they can change it for free of charge.

I mistyped the passenger's name/phone number/email address during the booking online. What should I do?

Please contact our Call Centre for help and they will correct the errors. Please note that we cannot change full names, only typos.

My partner and I have just booked a flight but by the time of our travel we will have gotten married and the itinerary contains my wife’s maiden name. What shall we do?

In such cases a name change will be necessary, which can be done free of charge given that the travel document and the marriage certificate are provided. Please send all relevant documents to our Customer Relations Department by submitting the claim form on our website as soon as possible or contact our Call Centre.

When is my reservation confirmed?

If you paid with a credit/debit card, upon completing the reservation process you will receive a confirmation page (on screen) and a copy will be sent to you via e-mail. If you have not received the confirmation e-mail (Itinerary) please check your e-mail filter settings and any mailboxes that hold filtered mail. Your itinerary will include your confirmation code, dates, total fare, and all other necessary details. This information can be accessed through your Wizz Air Profile under ’my bookings’ section if your booking was made while you were logged in.

What is my confirmation code?

You will obtain a confirmation code (PNR) once the booking is successfully completed. It will be displayed on the confirmation page as well as in the itinerary sent via e-mail (confirmation e-mail). It consists of 6 characters (including either numbers and/or letters). Please note that it never contains the number 0 (zero) it is always the letter ‘O’.

How do I cancel my reservation?

It is not possible to cancel your booking online. As most cancellation requests are of an urgent nature we kindly ask you to contact our Call Centre immediately. Please note that cancellations will be handled in accordance with our General Conditions of Carriage (Article 6.5.1.).

Can I make changes to my reservation?

It is possible to change flight dates and times, destination and passengers’ names online through the change booking menu or via the Call Centre up to 3 hours prior to the scheduled departure time of the flight. Please note that these changes will involve additional fees.

I cannot find any records of my reservation. Why?

Reservations can be viewed/amended using the change booking option on wizzair.com. Please use only one option and ensure to use the English alphabet when entering booking details as no accentuated letters are accepted by our reservation system.

Wizz Air changed my flight(s). What can I do now?

In case of amendments of contract by Wizz Air we will contact you to inform of the change and your possibilities via e-mail to the address that was provided at the time of your reservation. Please be sure to check your e-mail filter settings and any mailboxes that hold filtered mail so that you can receive relating notifications. Furthermore, please follow updates posted on our website.

- CHILDREN AND INFANTS

How can I travel with my child/infant?

Infants up to the age of 2 may fly for an fees, in the accompanying adult's lap, however, if the price of the accompanying one–way adult fare is lower than the current fees, the same amount will be applied for the infant fee. No more than 1 infant per accompanying person is allowed. The infant fees may be paid online during the booking process or through the Call Centre. For more information, please view the booking children page. Infants must be under the age of 2 for both the departure and the return flight. Should the infant reach the age of 2 after the departure and before the return journey, a seat must be purchased and in such case separate reservations should be created for the onward and return flights. Children over the age of two will not be allowed to travel in the accompanying adult’s lap.

Is an infant entitled to any baggage allowance?

Infants are not entitled to any baggage allowance with the exception of a pushchair / foldable baby carriage / infant car seat per infant (carried free of charge). Please note that prams and pushchairs shall be checked in with other baggages and will be carried free of charge given that the itinerary includes an infant. However if no infant is involved, these items will be carried as checked-in baggage for an additional fee.

Can children under 14 travel alone?

Children under 14 can only fly if they are accompanied by an adult who is at least 16 years old and who will take full responsibility for the child. For more information on booking children, please view the booking children page.
Please note that special conditions apply for Romanian citizens under the age of 18. In accordance with Romanian law no. 248 of 2005 [regarding the regime of the free movement of the Romanian citizens abroad], Romanian citizens under the age of 18 years may only travel abroad if accompanied by both his/her parents or one parent / one adult and possess the required documentation. Wizz Air will refuse carriage of passengers who fail to present the necessary documentation.
Please kindly inquire about the formalities before traveling.

Can I take baby walker/tricycle instead of the pushchair?

Only one pushchair / foldable baby carriage / infant car seat per infant is accepted to check in free of charge.

I already have a reservation. How can I bring my child?

Please contact our Call Centre and our agents will help you.

- SPECIAL NEEDS

I am a wheelchair user. How can I get help, special assistance?

Passengers requiring wheelchair assistance must advise the Call Centre at the time of booking. Wheelchairs weighing more than 60 kgs (excluding battery) or wheelchairs powered by wet cell, spillable battery cannot be accepted for travel. For further details please check the travel conditions section.

What should I do if I need special assistance at the airport?

If the passenger’s need for assistance was registered at the time of reservation, ground services will be aware and will act accordingly. Please go to the check-in desk as early as possible where the ground services will provide assistance.

I need extra oxygen for medical reasons. Can I take my own oxygen on board?

We accept travel passengers who would normally need extra oxygen for medical reasons if they obtain a medical certificate confirming their fitness to travel by air without extra oxygen during the intended flight. Passengers who do not provide the required certificate at the check-in desk will not be allowed to travel. Passengers are not permitted to take their own extra oxygen on board our aircraft and Wizz Air does not provide oxygen on board in such cases.

I am pregnant. Can I fly?

Pregnant women shall not travel on Wizz Air flights after the 34th week of pregnancy. Women who are over their 28th week of pregnancy can travel on Wizz Air flights only on the condition that they obtain a medical certificate approving their fitness to travel by air. Wizz Air will only be liable in accordance with these General Conditions of Carriage for any health problems to pregnant women and/or their unborn child that may occur during or as a result of carriage by air.

- PAYMENTS

What forms of payment can be used?

Wizz Air accepts Visa, Visa Electron, MasterCard and Maestro debit and credit cards for payment. In case you do not have a credit/debit card or your card is not accepted to make online payments, it is possible to pay for your flight via bank transfer.

If you have a Wizz Voucher, it is also possible to use it for booking your ticket. The remaining amount (if any) should be paid with bank card.Voucher conditions

Do I receive an invoice?

Wizz Air provides electronic invoices of the Total Fare. Electronic invoices will be dispatched by electronic means only to the e-mail address provided upon reservation. Electronic invoices are issued in compliance with the relevant Hungarian legal regulations. Additionally, a paper copy of the electronic invoice may be requested through the Call Centre for a fee. Such paper copy of the invoice will be sent by post to the address provided during the booking process. You may request a modified invoice containing different invoicing details than those provided upon reservation for which we reserve the right to charge a fee.

What should I do if my credit card is rejected?

Please make sure to use a valid credit card. Your credit card number must be entered in consecutive numerals; do not include "spaces" or "-". Also, be sure to check that there are no blank spaces at the end of the credit card number. If the problem persists, please contact your bank in order to check if the online payment is allowed on your card or if there is a limit of purchase.

I booked a flight and I believe that the amount debited from my credit card is incorrect. What shall I do?

In case of such occurrences, first please contact your credit card provider to identify the problem. If the reason is not some additional bank charge or different exchange rate used, please contact us at your earliest convenience at our Call Centre or by submitting a claim int he ’Payment error’ cathegory.

I would like to pay for my ticket by bank transfer. When do I have to transfer the amount?

The payment must be carried out within 24 hours of making the booking. The booking confirmation may take up to 4-5 working days.

I have paid by bank transfer. How will I know if Wizz Air have received my payment?

In case you do not receive confirmation of your reservation within 5 working days of making the bank transfer, and/or your booking status will appear as “hold” under your Wizz Air Profile, please contact the Call Centre to verify whether your payment has been received. You might be asked to provide proof of payment in case it cannot be traced.

I have reserved a flight ticket requesting bank transfer payment however I would now prefer to pay my balance by credit card.

You have to make a new booking online, at the most current fares.

- ADDITIONAL SERVICES

Can I add services to an existing booking via wizzair.com?

With Wizz Air’s add-on service it is possible to add services to your existing booking via wizzair.com, such as checked baggage, sporting equipment, pre-boarding, extra legroom, insurance and bus transfer, and many more that is also possible to buy during the booking process. Additional services can be purchased by using the Change booking option available on wizzair.com under the Bookings menu. Please note that travel insurance and bus transfer are provided by a third party. Additional services can be purchased up to 3 hours prior to departure. Airport transfer must however be purchased up to 3 days prior to departure. SMS confirmation is only available if a mobile phone number was provided at the time of booking.
Please note that it is cheaper to book additional services listed above directly on wizzair.com than buying them at the airport, moreover, no fees have to be paid when adding services to an existing booking via our website.

I heard that you do not provide assigned seats, however I would like to sit together with my family. Is that possible somehow?

Wizz Air does not provide assigned seats however it is possible to purchase Wizz Xpress priority boarding and be among the first to board the aircraft or by a Wizz XXLong seat with extra legroom, as there are 12 fixed seats on the aircraft.

I usually have problems with the legroom. Can I book a seat with more legroom?

Yes, passengers can book seats with extra legroom. For further details, please click here.

Whom should I contact regarding third party services?

We are only a mediator between the passengers and third party companies. Please contact them directly referring to your confirmation code and voucher number. The contact details can be found in the flight confirmation email received at the time of making the booking.

- GROUP BOOKING

How can I book tickets for a group?

If you want to make a reservation for a group between 25 and 75 passengers and at least 15 days prior to departure you can search flights and book online via wizzair.com. You need to register and login to access the group booking module. The full payment is required at the time of booking. If your departure date is within 14 days of booking, your request will be submitted and you will receive a price offer within 2 working days. If you want to make a reservation for a group of over 75 passengers you also need to register and login. You will be able to select your flights and dates and submit your selection online. The group desk will provide you with a price offer within 2 working days. This offer is valid for 5 working days however we cannot guarantee that the seats will still be available.

When do I have to send the name of passengers?

Passengers’ names should be provided online via wizzair.com no later than 72 hours prior to departure. The names can only be provided once full payment has been received. Please ensure that you have received a final confirmation email (with the passengers’ names) before your travel, as the passenger name upload may not have been received by us and you might be required to pay Name Change fee for each passenger. If you have not received the email two working days prior to your departure date, please request it by contacting the Call Centre.

- FARES AND PROMOTIONS

I booked yesterday but the fares are cheaper today. How can I claim back the difference?

Generally, the earlier you book and the lower the fare will be; however we reserve the right to introduce promotional prices between the date of your reservation and that of your travel (such promotion may affect the route for which you have a reservation made prior to the start date of such promotion). The introduction of promotional prices will not entitle you to claim the difference between the total fare paid by you for your reservation and the promotional total fare.

Does the airfare include the carriage of my baggage?

Any piece of baggage to be checked-in is subject to a fee, per bag, per flight and per passenger. Our aim is to ensure competitive fares where additional service options are available for additional fees only when needed.

How can I be notified of specials and promotional rates?

Promotional rates are offered for a limited number of seats on specific routes. For the latest updates, we encourage you to check our website and/or sign up for our Wizz Newsletter or for Wizz Discount Club membership.

BAGGAGE

- CHECKED IN BAGGAGE

How many baggages can I check in?

You can check in up to 6 pieces of baggage not exceeding 32 kilograms each. Each piece of baggage to be checked-in is subject to a baggage fee, payable per bag, per flight and per passenger. The first 3 pieces can be purchased online, the subsequent 3 at the airport. The number of bags to be checked-in must be indicated and paid during the booking process. Further pieces of baggage can be added at a later stage, either online or via the Call Centre. Additional pieces of checked-in baggage purchased at the airport will be subject to a higher baggage fee; the amount will depend on whether it is purchased at the check-in counter or we are forced to check-in an oversized or overweight hand baggage at the boarding gate. If your flight is operated by Wizz Air Ukraine (airline code WAU) the first piece of checked-in hold baggage is carried free of charge. Each subsequent piece of baggage to be checked-in is subject to a baggage fee, payable per bag, per flight and per passenger. The second and third pieces can be purchased online, the subsequent 3 at the airport. The number of bags to be checked-in must be indicated and paid during the booking process. Further pieces of baggage can be added at a later stage, either online or via the Call Centre. Additional pieces of checked-in baggage purchased at the airport will be subject to a higher baggage fee; the amount will depend on whether it is purchased at the check-in counter or we are forced to check-in an oversized or overweight hand baggage at the boarding gate. If fewer pieces of baggage are checked-in, the baggage fee will not be refunded.

I already have a reservation. How can I buy additional pieces of baggage?

It is possible to add baggage to your booking through our website and our Call Centre. If you purchase extra bags at the airport, please note that a higher baggage fee will be applied.

Can I get a refund of my unused checked baggage fee?

If passenger check in fewer pieces of baggage than had been paid for, the baggage fee will not be refunded.

What should I do if my baggage has been damaged during the journey?

Please make sure that you complete a damage report upon your arrival, before leaving the transit area, then please arrange for your baggage to be repaired, obtain a receipt and we will cover the costs of the repair. If your baggage is beyond repair you shall obtain a written confirmation from the repair shop, including indication of the type and value of your baggage. You will be given a letter with instructions upon reporting the issue at the airport, please proceed accordingly.

What should I do if my baggage is lost?

Our Handling Agent will give you a report regarding the delay of your baggage which can be used for insurance/claim purposes if necessary. Please make sure that the value of your baggage is indicated in the report. You will be given a reference number which must be used in any correspondence you have with us. You will be given a letter with instructions upon reporting the issue at the airport, please proceed accordingly.

- CABIN BAGGAGE

What are the dimensions of the hand baggage?

1. Small cabin bag:
-If your cabin baggage is of size 42x32x25cm or smaller it can be taken onboard free of charge. It must fit under the seat in front of you.

2. Large cabin bag:
If your cabin baggage is larger than the dimensions of a small cabin bag but not exceeding 56x45x25cm, you can take it onboard for a fee. It must fit in the overhead compartment. You must be able to place it in the overhead compartment unassisted.
Carriage of Large cabin baggage is subject to a higher fee in high season.

Can I carry liquid in my cabin baggage?

Liquids in cabin baggage are subject to the following government-imposed restrictions:

The liquid is in a container with a maximum volume of 100ml
All liquid containers meeting the maximum volume of 100ml can be fitted comfortably into a transparent, re-sealable 1 litre plastic bag, measuring 20cmx20cm.
The plastic bag should be presented separately at security

You will be required to dispose of liquids which do not meet the above requirements at the airport security station.

- SPECIAL BAGGAGE, UNUSUAL ITEMS AND ANIMALS

How can I carry fragile items (e.g.: tools, appliances and kitchenware, clothes requiring special care) or items with unusual shape or size?

You are required to inform us about your intention to carry any of the above items at the time of reservation, through our Call Centre. You are entitled to carry such items only with our consent. Should you wish to carry any special item with you, you will be required to pay a special handling fee. Should you fail to report the carriage of the above mentioned items we may deny the carriage of those and/or we will not be liable for any loss, destruction, delay of and damage to such items.

How can I carry musical instrument?

You will be required to buy an additional seat (at adult fare) for that baggage provided that it can be safely stowed on board the aircraft. Reservations through the Internet can be made by giving the passenger's family name as family name and indicating "EXST" as first name.
Please note that for instruments larger than a cello (e.g. double bass, harp, etc.) must be checked in with a limited release tag. These instruments are too large and heavy to fit into a seat.
If the instrument including its carry case does not exceed the dimensions 56x45x25 cm and 10 kg can be carried as a cabi baggage. Please note that the musical instrument can be your only cabin baggage.

How can I carry my ski equipment?

Carriage of sporting equipment is subject to a sporting equipment fee and must be indicated and paid for during the booking process. Damaged, fragile, bulky, inadequately packed, late check-in and oversized baggage will only be accepted for carriage with a "Limited Release” baggage tag and Wizz Air will not accept liability for such items. For the packaging requirements please read the Useful Information.

Can I carry my medicine in my checked baggage?

Your checked baggage must not contain medicine. However, you are allowed to carry medication that is required during the flight in your cabin baggage. Please see safety regulations for carrying liquid on board.

Can I carry my pet on Wizz Air flights?

Wizz Air does not carry live animals except for guide dogs travelling together with the passenger in need, holding the documents set out in the regulations of the Countries Affected by Carriage and complying the conditions of such regulations.

CHECK-IN

- ONLINE CHECK-IN

I tried to check in online but it does not work. What shall I do?

Web check-in is available from 14 days up to 3 hours before the scheduled flight departure time of the flight. Please make sure that online check-in service is available at the departure airport (click here to view the complete list of the airports). If not, you can check-in at the airport free of charge. In any other cases please contact our Call Centre.

I have booked an extra seat for my cello. Can I check-in online?

Yes. You should check in your cello with the same travel documents’ details as yours.

Can I make changes to my reservation or purchase services after online check-in?

Yes it is possible (except flight change, name change) up to 3 hours prior to the scheduled departure time, but in case of adding WIZZ Xpress, WIZZ XXLong or WIZZ Reserved Seat to the reservation you have to reprint your boarding card or proceed to the check in desk at the airport to receive a sticker reflecting the changes on the existing boarding card.

Do I need to check-in my baby?

Passengers travelling with an infant must print and present the infant’s boarding card at the boarding gate.

How can I check in my baggage at the airport when I have already checked in online?

If you travel with checked-in baggage you must present yourself at the baggage drop desk no later than 40 minutes prior to the departure of your flight. If you cannot present your printed boarding card, you will be required to pay an airport check-in fee to have your boarding card printed at the check-in desk.

- AIRPORT CHECK-IN

Do I have to pay for airport check-in?

If the web check-in service is not yet available from your departure airport, airport check-in will be free until the service becomes available. Airport check-in can be purchased at the time of booking or at a later stage using the "Add Services" option on the change bookings page or via the Call Centre. Airport check-in is subject to a fee payable per passenger and per flight. Airport check-in purchased at the airport is subject to a higher fee.

What happens at the check-in desk?

The check-in agent will ask you to prove your identity, present your confirmation code and valid travel documents. Your checked baggage will be weighed and sent to the aircraft’s baggage hold. Finally your boarding card will be issued.

Do I have to print out the itinerary and submit it during check-in?

Although you do not need this page to check in, we encourage you to print it out for your own reference.

- TRAVEL DOCUMENTS

What documents do I need to travel with Wizz Air?

Wizz Air requires all passengers to provide necessary, valid travel documents at check-in and to comply with the requirements of the country flown from, through or into. Wizz Air will not be held liable for any subsequent associated costs should the passenger be refused entry to a country due to the lack of correct passport or visa.

My passport will be expired before my return flight. What shall I do?

If you do not hold a confirmed reservation yet we highly recommend to book your inbound and outbound flights in two separate reservations. In this case you are able to use different valid travel documents when checking in. In case you already have a confirmed reservation please contact our Call Centre.

WIZZ ACCOUNT

- MY PROFILE

How can I register?

For registration please visit wizzair.com and click on „sign up”.

I cannot access my WIZZ Profile. Why can’t I log in?

It is possible that you have registered in the past and there are more existing WIZZ Accounts with the same e-mail address that block each other. In this case please contact our Call Centre and they can merge these accounts into one.

I have forgotten my password. What shall I do?

Please go to wizzair.com and click ’Hint’ below the log-in field. You have to provide your registered e-mail address in order to receive a password reminder. There is no need to contact the Call Centre because they cannot provide you this information due to security reasons.

I cannot find my booking under my account. Why?

Possibly you were not logged in during the booking process. You can access your reservation if you log out and click on change booking.

What shall I do if I have made a mistake during registration?

You can correct the mistakes if you log in and click on ’Update my Personal Data’ except the name, title, log-in e-mail and date of birth. These details can be corrected only via our Call Centre.

Why I did not receive an invoice of my booking?

Please note if you made your booking from your WIZZ Account balance no invoice will be created.

- WIZZ ACCOUNT REFILL

What is Wizz Account Refill?

WIZZ Account refill is a mechanism for depositing money on your Wizz Account and it is specially targeted to frequent flyers. You can use your balance to book any seat or ancillary service with Wizz Air - including promotional seats. After registering with wizzair.com you receive the 10-digit long WIZZ Account number. For more information please read the Terms and Conditions of Wizz Account.

How to load money into the Wizz Account?

To load money into your Wizz Account please call our Call Centre

- WIZZ Discount Club

What is Wizz Discount Club?

Wizz Discount Club offers you exclusive access to promotional tickets that can be cheaper by up to 10 EUR per one way flight than regular prices. Please note that Wizz Discount Club promotional tickets are subject to availability. For actual discounts and availability please always check wizzair.com or call our Call Centre.
The Wizz Discount Club fares are applicable to the accompanying passengers only in case the Club member is a traveller in the booking and the booking does not exceed 10 passengers (including the Club member and children but excluding infants). If the Club member is not travelling in the same reservation the discounted fares are not available to the other passengers. The number of seats at the indicated Wizz Discount Club price is subject to availability.

How can I purchase Wizz Discount Club membership?

Please follow these easy steps: 1.Log in to your Wizz Air Profile. If you are not registered with Wizz Air register here providing your personal details and email address.
If you do not want to miss out on special deals and offers, please do not forget to sign up to the Wizz Newsletter!
2.You can register to be the member of the Wizz Discount Club together with booking by paying the Club Membership Fee. If you wish to to be a Member or your membership expired, please chose when you next book flight tickets the option of “Subscription of Wizz Discount Club” and start enjoying the discount given by the Club.
3.When you pay for your booking you pay the Club Membership Fee as well and until the expiry of your Membership you can enjoy the benefits of the Club.
4.You have to be logged in to access Wizz Discount Club prices otherwise our system cannot identify you and you cannot chose the discounted fares. .
Every time you log in to your Profile page, you will be able to view your account information, like your recent bookings or the Wizz Discount Club membership expiration date.
To read terms and conditions of Wizz Discount Club click here.

CONTACT

- CALL CENTRE

How can I contact your Call Centre?

See the contact us page for detailed information and phone numbers.

I cannot contact your Call Centre. Is the number valid?

Wizz Air’s Call Centre is accessible through premium rate numbers. We have a separate number for each country where we operate. Premium numbers can only be called from within the country. Access to premium rate numbers may be blocked from certain lines, if in doubt please contact your service provider.

- COMPLAINT

How can I submit a claim?

Please fill the claim form and pay special attention to select the relevant category.