Thank you for contacting our Customer Relations Department regarding your reservation. We are sorry for the experienced inconvenience. Allow us to inform you about the following.

With reference to your claim, we would like to inform you that Wizz Air requires all passengers to provide necessary, valid travel documents at check-in and to comply with the requirements of the country flown from, through or into. Wizz Air will not be held liable for any subsequent associated costs should the passenger be refused entry to a country due to the lack of correct passport or visa.

According to the information received from the airport, your youngest child did not have the necessary travel documents to enter Latvia.

Let us please draw your attention to the relevant parts of our General Conditions of Carriage:

11.1 You must have all necessary entry, exit, medical and other documents required by the Countries Affected by Carriage and to comply with the relevant rules and regulations of the Countries Affected by Carriage. We are not liable for the existence, propriety and validity of Your Travel Documents. If You fail to meet these requirements or should Your Travel Documents be improper or incomplete, We disclaim any and all liability for any damages arising as a result.

11.2 If You are required to hold a valid visa to enter the country of the transfer airport You must be holding one upon arrival. Should You fail to comply with this requirement, We will not be liable for any damage resulting from such failure.

11.3 Should We be obliged to pay any fines, penalties or should any expenditure incur to Us due to Your failure to comply with the rules mentioned in Article 11.1-11.2, You shall reimburse these costs to Us upon Our request. You shall also bear the costs of the transportation from the state that does not permit entry. We will not reimburse You the proportion of the Fare that relates to the carriage to the state not permitting Your entry.

[…]
m. You do not hold a valid Boarding Pass or valid Travel Documents (including the destruction of such documents in the course of carriage) or cannot present at boarding the Travel Documents used at online check-in or if You are not EU/EEA citizen and used online check-in, You fail to present a Boarding Pass stamped at the check-in desk;

n. You do not meet or We reasonably believe that You do not meet the entry requirements of the country of the Agreed Stopping Place or the Place of Destination (including failure to provide information about Your Travel Documents not later than 4 hours prior to the scheduled flight departure time through Our Website when travelling to Place of Destinations where it is compulsory);

o. You attempt to enter a country through which You may only be in transit;

p. You refuse to hand over Your Travel Documents to Us or to the competent authorities - against a certificate of receipt - when demanded;

q. You cannot prove that You are the person named in the reservation; especially if the name in the reservation is not identical to the name in the Travel Document You provide at the airport."

Please note that it is the Passengers' responsibility to acquire all the valid travel documents needed.

Furthermore, please note that as per our General Conditions of Carriage (9.2),

If You are unable to travel for any reason or if You fail to show up at check-in or at the boarding gate in due time for any reason, We will (subject to Article 9.13) refuse Your carriage, cancel Your reservation and, upon Your request to Us, refund the amount of the Total Fare after deducting the amounts of the Fee For Other Services and the Seat Protection Fee."

The Seat Protection Fee is 58.50 GBP (per flight and per passenger), while your flight's fare after the deduction of the service fees was 48.49 GBP. Thus, unfortunately, no refund or compensation is possible.

Thank you for your time and understanding.

Kind regards,