As the summer travel season heats up and pressure mounts on airlines, Wizz Air, one of Europe’s largest low-cost carriers, is testing a new strategy to manage overbooked flights—by asking passengers to volunteer before they even reach the airport.
Passengers booking with Wizz Air are now being prompted with an unusual question: “Are you flexible on dates?” The airline is creating a pre-arranged list of people willing to be offloaded if their flight is overbooked. In return, these passengers would receive a €100 Wizz credit and a rebooking on a later flight.
“If you agree and are then selected as a volunteer at the airport, you’ll receive €100 in Wizz credits per person that can be used for future travels with us, and we’ll rebook you on a later flight that suits you best.”
Overbooking is standard in the airline industry, with the expectation that a percentage of passengers simply won’t show up. However, when everyone does arrive, by EU regulations, airlines must first ask for volunteers before forcibly denying boarding, and that’s where this new approach comes in.
Unlike the traditional scramble at the gate, Wizz Air is trying to get ahead of the issue by asking for flexibility upfront. The airline says the aim is to “deliver a smoother airport experience” and streamline operations. But from a customer experience (CX) perspective, the offer raises eyebrows.
Is it a Fair Offer?
The €100 credit might seem generous at first glance, but it’s far less than the legally mandated compensation of up to £520 (€600) if a passenger is involuntarily denied boarding. What’s more, Wizz’s offer comes with conditions: the passenger must still show up at the airport, there’s no guaranteed time for the rebooked flight, and flight availability may vary drastically depending on the route.
For travellers on high-frequency routes like London Luton to Bucharest, the wait might be short. But on thinner routes—say, Aberdeen to Gdansk, which only operates a few times per week—the delay could be significant.
This approach signals a shift in how airlines are balancing operational needs with customer choice. While some passengers might appreciate the option to plan ahead and receive compensation willingly, others may view the €100 as undervaluing their time, inconvenience, and the risk of delay.
From a CX standpoint, the key lies in transparency. Wizz Air advises passengers to check alternative flights before accepting the offer. Still, without guarantees or more generous incentives, some customers may feel the proposal benefits the airline more than the traveller.