Press Release
Wizz Air, recognized as the most environmentally sustainable airline in EMEA, is taking customer experience to new heights with the launch of its Customer First transformation plan. The initiative, backed by a massive €14 billion investment over the next three years, aims to enhance every stage of the travel experience—from booking to landing.
At the heart of this transformation is Wizz Air’s newly introduced Customer First Compass, a four-pillar framework designed to improve product offerings, pricing transparency, service reliability, and communication. The airline says this marks a fundamental shift in how it prioritizes passengers.
Customer First Compass: The Four Pillars of Change
1. Product: Next-Level Travel
Wizz Air is ramping up its fleet with over 300 new Airbus aircraft, featuring cutting-edge Airspace cabin interiors. The airline is also expanding routes across Europe, Africa, Central Asia, East Asia, and the Middle East, offering low-fare intercontinental travel with its Airbus A321 XLR aircraft. With a digital-first approach, Wizz Air aims to make the entire journey seamless from booking to boarding.
2. Price: No Hidden Fees, More Savings
Staying true to its reputation for affordability, Wizz Air is reinforcing transparent pricing with no hidden fees. Passengers can continue to enjoy low fares with added savings through the WIZZ Discount Club and smart membership passes.
3. Service: Punctuality and Fast Solutions
Wizz Air is investing in AI-driven operational tools to minimize delays and cancellations, reinforcing its impressive 99.5% flight completion rate. When disruptions do occur, the airline’s virtual assistant, Amelia, will proactively contact passengers with updates and support. Refunds for valid claims will be processed within seven days, while ticket fare refunds will be handled within 24 hours.
4. Communication: Real-Time Updates and Faster Support
Wizz Air is eliminating premium-rate customer service hotlines, ensuring that call wait times are under one minute on average. The airline is also launching MyJourney, a mobile app feature that provides real-time travel updates. Whether via app, email, or SMS, passengers will receive instant notifications about their flights.
A Commitment to Putting Customers First
Yvonne Moynihan, Wizz Air’s corporate and ESG officer, described the transformation as a fundamental shift in how the airline operates:
“Today marks a new chapter as we unveil our Customer First Compass – a symbol of our commitment to putting customers first. This is not just a framework but a shift in how we think, act, and deliver across the business.”
“We are not just improving; we are innovating, investing, and transforming the travel experience. This is the first step in an exciting journey, and we look forward to sharing more updates with our customers at the heart of every journey, guided by our Customer First Compass.”
With this bold investment and new customer-focused approach, Wizz Air is setting its sights on redefining affordable, reliable, and seamless air travel for millions of passengers.
For more details on Wizz Air’s Customer First initiative, visit their Customer First Compass microsite.
