Wizz Air Ignored the Baggage Policy Shown in Its App

I purchased Wizz Air round-trip tickets through the Wizz Air app for travel between Ankara Esenboğa (ESB) and Budapest (BUD) from May 1 to May 4, 2026. Through the same app, I also purchased a 32 kg checked baggage allowance for the round trip for €122. The app stated that the 32 kg allowance could be divided into up to six separate pieces, for example 4 × 8 kg, so I planned my luggage accordingly and prepared four cabin-sized suitcases.

However, when I arrived at Ankara Esenboğa Airport to check in my luggage, the HAVAŞ ground handling staff informed me that the 32 kg baggage allowance could not be split and claimed that the baggage policy shown in the Wizz Air app did not apply at their airport. As a result, the baggage allowance I had purchased and relied on based on the information provided in the app was effectively denied.

Because of this, I was forced to abandon my original luggage plan at the airport and purchase an additional 32 kg baggage allowance for approximately ₺4,000. Consequently, the €122 I had already paid for my original baggage allowance was effectively wasted, and I suffered significant additional financial loss.

Afterward, I tried to submit a complaint through the Wizz Air app, but the system required me to select my departure and arrival airports. Ankara Esenboğa Airport was not even listed, making it impossible to submit my complaint. I was also unable to find any customer service channel or local representative in Turkey who could assist me. To make matters worse, my 32 kg suitcase was damaged on my return flight to Ankara, and I was unable to submit a damage claim through Wizz Air's website because the reporting system would not allow me to complete the process. As a result, my issue remains completely unresolved.

I request a clear explanation as to why the baggage information displayed in the Wizz Air app conflicts with the baggage policy applied at Ankara Esenboğa Airport. I also request reimbursement of the €122 I paid for the baggage allowance that I was unable to use as described, as well as reimbursement of the approximately ₺4,000 I was forced to pay at the airport for additional baggage. In addition, I ask Wizz Air to investigate the damage to my 32 kg suitcase on my return flight and compensate me for that loss. Finally, I urge Wizz Air to improve its customer support and complaint system—especially for flights departing from Ankara Esenboğa Airport—so that passengers can actually access assistance when problems arise.