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WIZZ Air review: Request for refund of €96 airport check-in charge due to incorrect advice

Alusine Kamara of GB

Apr 21, 2026 12:09 am UTC

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Dear Wizz Air Customer Service,

I am writing to formally request a refund of the €96 charged to us at Tirana Airport on 17 April 2026 for airport check-in (€48 per passenger), as we believe this charge resulted directly from incorrect guidance provided by your customer service team.

Before our outbound flight from London Luton to Tirana on 15 April 2026, we attempted to complete online check-in. However, my partner was unable to proceed because the nationality/travel document section only provided two options: EU-EEA/GB. She travels using a UK-issued Refugee Travel Document, which was not accommodated in your system.

Concerned about this issue before travel, we contacted Wizz Air by phone while in London. During that call, we were advised not to worry and were told that if the system would not accept her travel document details, we could simply present ourselves at the airport and check in there, bringing her Refugee Travel Document as proof of the issue.

We followed this advice when departing from London Luton without issue. Naturally, we understood the same would apply for our return journey from Tirana on 17 April 2026.

However, upon arrival at Tirana Airport, we were informed that because we had not checked in online at least three hours before departure, we would each be charged €48, totaling €96. This was extremely distressing, particularly because we had acted based on the advice given by your own customer service team. We had no reason to believe we would be penalized for following the guidance provided.

As this expense was completely unexpected, we had to borrow money from funds that were not meant to be used in order to pay the charge, as otherwise we would have been denied check-in and unable to return home.

Given that:

Your online system did not accommodate my partner’s travel document;

We sought assistance in advance and followed the instructions given by Wizz Air;

We were not properly advised that airport check-in charges would apply on our return journey under these circumstances;

we respectfully request a full refund of the €96 airport check-in charge.

We believe this charge was unfair, as it arose due to a system limitation and incorrect guidance from your support team, rather than any failure on our part.

Please review this matter and arrange reimbursement at your earliest convenience. I would appreciate your prompt response. Also, please see the €96 payment receipt ?

Kind regards,

Alusine Kamara
Booking Ref: 1‌688‌898‌110‌968‌130]
Flight Number: W95702
Email:[protected]@hotmail.com
Telephone Number: [protected]

Claimed loss: €96 charges for checking-in

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Apr 21, 2026
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