Official Claims Processing for Wizz Air
Multiple pressures on airline claims support
Not all claims carry the same weight. Wizz Air's Official Claims desk has to handle several distinct pressures at once. Getting any of this wrong exposes the airline to real legal and reputational risk:
Multiple case sources
Cases arrive from courts, directly from Wizz Air's own legal team, and from aviation consumer authorities such as Consumer Protection Agencies (CPA) and the European Consumer Centre (ECC), both mandated to protect passenger rights. Handling cases that come directly from Wizz Air's legal counsel, not only from the courts themselves, requites practical experience in legal communication.
Evidence verification and duplicate matching
Every case has to be confirmed unique before it moves forward, handled by a dedicated Back Office team so agents only work cases already checked for duplicates.
Compliance-first responses
Agents work from a set of fixed templates as a starting point, then build each response around the specific situation, citing relevant regulation excerpts and linking to the source material.
Regulatory grounding
Agents reference several passenger-rights regulations directly in their casework, so responses hold up to scrutiny rather than relying on generic wording.
High-severity escalation
Certain cases are escalated directly to Wizz Air, an escalation practice built specifically to help the airline get ahead of potential fines and public disputes.
Specialist function, not general claims handling
A dedicated Official Claims desk
Kept separate from the general Customer Relations claims team and built for compliance over throughput, so specialist casework never competes with high-volume tickets for attention.
Evidence sourced directly from Wizz Air
Agents don't collect evidence themselves; it comes straight from Wizz Air's own teams, with Back Office verifying duplicates and confirming payouts before a case reaches an agent, keeping the chain of custody clean.
Solutions built into daily communication
Much of what Simply Contact contributes runs directly through daily coordination with Wizz Air's evidence team, its airport-related request team, and its finance team.
Methodology behind our solution
Language coverage built for the caseload
Official Claims Agents handle cases in English, French, Italian, German, and Polish as fixed languages, with capacity to work in Danish, Georgian, Serbian, and Lithuanian when a case requires it.
A 1.5–2 CPH target
Formal claims and requests from regulatory authorities go through categorization, duplicate matching, and manual approval, worked to a pace that reflects the verification each case demands.
Queue discipline via Salesforce
Each case type is verified by the Back Office, then redistributed manually by the Team Lead on a FIFO basis, oldest cases first. Workforce planning happens at the monthly and weekly level for agents in cooperation with the analytics team.
KPI structure built for regulated claims
Claims Agents are measured on SLA5 (5-day resolution), SLA30 (30-day resolution), productivity, and QA, giving Wizz Air visibility into both turnaround and accuracy on cases where both matter.
Support that grows in quality, regardless of complexity
Official claims processing has the same underlying demands wherever it's applied: evidence has to hold up, duplicate submissions have to be caught before they cause double payouts, and cases with regulatory or legal exposure need manual accountability rather than automated shortcuts. The model built for Wizz Air reflects the discipline required for this kind of work.
- Official claims productivity rose from 4 to 5 CPH, a meaningful gain given the manual, evidence-based nature of the work.
- SLA performance improved across departments once front- and back-office duplication was removed.
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