This past weekend, Budapest’s Liszt Ferenc International Airport was the scene of significant disruption when Wizz Air denied boarding to dozens of passengers heading to Jeddah, Saudi Arabia. Approximately 80 to 100 travellers, including Hungarian citizens and international transit passengers, were left stranded due to issues with their visas.
Dozens of passengers denied boarding
According to Euronews, the crux of the problem revolved around the Hajj pilgrimage, an event requiring a special visa during its active period. Even though Wizz Air was reportedly informed about the new visa requirements a week in advance, they failed to notify passengers. The airline received an internal memo indicating that from 18 May to 6 June, only Hajj visas would be accepted for entry into Saudi Arabia, regardless of whether passengers were participating in the pilgrimage.
Photo: depositphotos.com
Passengers were caught off guard at the airport. Many had valid tourist visas or multiple-entry visas but were told they needed a specific Hajj visa to board the flight. Despite repeated attempts to contact Wizz Air’s customer service, passengers received no assistance, leading to frustration and confusion.
One affected passenger, a lawyer, described how they learned about the visa issue only at check-in. Despite not intending to participate in the pilgrimage, they were required to have a Hajj visa. The Hungarian Consular Service’s website lacked information about these specific restrictions. Additionally, the airline’s communication to passengers about the delay and necessary precautions did not include any mention of the visa requirement changes.
Wizz Air knew about the need for Hajj visas beforehand
Jeddah, Saudi Arabia. Photo: depositphotos.com
In response to the complaints, Wizz Air stated that they had received instructions from Saudi authorities to accept only Hajj visas during this period. The airline later clarified that they had been in continuous communication with Saudi officials, who eventually provided conflicting information that all visa types would be accepted until further notice. Despite this, the airline enforced the initial instructions strictly, leaving many passengers without options.
The situation was especially dire for transit passengers who had no prior knowledge of the visa requirements. They found themselves stranded in Budapest without alternative travel arrangements. One passenger recounted how, despite having a valid one-year multiple-entry visa and previous travel experience to Saudi Arabia, they were denied boarding because they lacked the Hajj visa.
The confusion was exacerbated by the fact that other airlines reportedly accepted tourist visas without issue. According to Blikk, passengers demanded to see the instructions that Wizz Air claimed to have received but were only given a verbal readout, with no official documentation provided.
The airline has issued an apology
Wizz Air CEO József Váradi. Photo: FB/Budflyer
Wizz Air has since issued an apology for the inconvenience caused, offering affected passengers options such as rebooking on alternative flights or receiving a refund. However, many travellers incurred significant additional costs, such as non-refundable hotel bookings, which the airline’s compensation would not cover.
The incident highlights significant gaps in communication and coordination between airlines and regulatory authorities. Passengers are now seeking compensation from Wizz Air, citing the airline’s failure to provide timely and clear information about the visa requirements.
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Featured image: depositphotos.com
