Wizz Air abandons passengers in Dubai: Hungarian authorities launch investigation, record fine possible
Dozens of Hungarian passengers were left stranded without proper care or information in Dubai after Wizz Air abruptly cancelled its flight to Budapest on Monday, sparking outrage and prompting an official investigation by the Budapest Government Office.
Wizz Air passengers left in Dubai
The cancelled flight, W6 2498 from Dubai to Budapest, was initially diverted to Riyadh due to airspace closures across several Gulf states amid escalating Middle East tensions. While other airlines managed to communicate with passengers and reroute flights accordingly, Wizz Air’s handling of the situation has drawn sharp criticism.
Passengers told Hungarian travel site Utazómajom that they received only two generic messages from the airline (one announcing the delay, the other the cancellation) without any clear guidance on what to do next. While a one-night hotel stay was arranged for some, most were left to find their own way home without assistance or reimbursement options.
“We saw on FlightRadar that the plane landed in Riyadh, but we were never informed of this. The departure time kept getting delayed, and eventually the flight was cancelled. All subsequent flights in the coming days were also removed,” one passenger reported.
Adding to the frustration, Wizz Air’s online refund options failed to work, leaving passengers unable to even claim compensation. The airline reportedly said it was still “assessing eligibility” for refunds, which blocked users from requesting one.
Government office launches investigation
Following public outcry, the Budapest Government Office launched a formal investigation into the airline’s conduct. In a strongly worded statement, authorities condemned Wizz Air’s actions and emphasised a zero-tolerance approach toward violations of passenger rights.
“It is unacceptable for an international airline to disregard the rights and safety of Hungarian citizens to this extent,” the office said. “We will use every legal means to hold accountable those who neglect their obligations and abandon people.”
If found in violation of international and EU passenger protection regulations, Wizz Air could face a fine of up to HUF 650 million (approximately EUR 1.6 million).
The airline’s reaction
In response, Wizz Air issued a statement claiming that the situation affected all airlines in the region and that it had acted responsibly under the circumstances. The company said it had booked hotel rooms for passengers at its own expense and is now surveying affected travellers to determine how many wish to return home via alternative flights: costs the airline says it will also cover.
However, passengers dispute the airline’s claims, saying assistance was limited, communication was poor, and the follow-up survey only arrived hours after Utazómajom reached out to Wizz Air. On Tuesday evening, the airline promised to respond to the survey results within 48 hours.
As of Tuesday evening, nearly 24 hours after the original flight was cancelled, many Hungarian passengers were still stuck abroad, waiting for answers and a way home.
Read also: