Wizz Air, the largest low-cost airline in Central and Eastern Europe*, today announced a change of the passenger handling service provider at Budapest Airport after it emerged that the subcontracted provider repeatedly failed to reflect the airline’s commitment to providing a friendly and hassle-free experience to passengers. WIZZ services, such as on-site ticket sales, baggage drop-off and screening and airport check-in, are provided in Budapest by Malev Ground Handling or one of its subcontracted partners. All Wizz Air suppliers and their sub-contractors must adhere to the airline’s standards in providing an all time friendly service and reflect Wizz Air’s culture of welcoming passengers on their journey through a hassle free travel experience. Following repeated complaints by its Budapest customers, Wizz Air is implementing a number of changes to the hand baggage screening process at Budapest Airport in conjunction with its handling partner Malev Ground Handling.
Wizz Air’s Chief Operations Officer, Diederik Pen, said: "At WIZZ we’re proud of providing low fares to allow more and more people access to air travel, while we also actively listen to our customer’s feedback in the spirit of constant and neverending improvement of our services and policies. We believe that passengers should only pay for what they use, consume and carry, and that they’re entitled to an enjoyable and hassle-free travel experience. Repeated complaints by passengers in Budapest have moved us to revise the bag screening and fee collection processes at Budapest airport. We instructed Malev Ground Handling, our handling partner, to immediately cease using services of its subcontractor Budport when handling WIZZ passengers. We are now working on alternative processes to improve the airport experience of our customers when implementing our policies. As part of our commitment to continually review and improve our customers’ experience, we have asked passenger handling partners across our entire network of 104 airports, to apply common sense and reasonable flexibility when screening baggage sizes, and to allow cabin baggage on board even when handles and wheels protrude out of baggage sizers. A comprehensive review of all our communication materials online, at the airports and on boarding cards is under way and will ensure that passengers better understand our baggage policies and travel hassle free."
*Source: Innovata, on the basis of scheduled departing seat capacity for the year ended 31 March 2014 (“FY 2014”) Central and Eastern Europe (CEE) is a region comprised of Albania, Belarus, Bosnia and Herzegovina, Bulgaria, Croatia, the Czech Republic, Estonia, Hungary, Kosovo, Latvia, Lithuania, Macedonia, Moldova, Montenegro, Poland, Romania, Russia, Serbia, Slovakia, Slovenia and Ukraine.