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Wizz Air is introducing a guideline with its new Customer First Compass: The airline will invest 14 billion euros over the next three years to improve every customer encounter and to ensure that punctuality, price, innovation and service are the key criteria shaping every journey.
Based on the four main pillars of product, price, service, and communication, the Customer First Compass outlines Wizz Air’s future direction and renewed commitment to customers. The guidelines range from investments in cutting-edge technology to increased reliability and improved customer support. This transformation marks a fundamental shift in the way the airline serves its customers.
“With the Customer First Compass, we are opening a new chapter and putting the customer at the center of our commitment,” explains Yvonne Moynihan, Corporate and ESG Officer at Wizz Air. “This transforms the way we think, act, and deliver across the entire company. From the ground to the air, every decision we make will be guided by our customers’ needs. Product, price, service, and communication are the areas where our customers will feel the difference most. We’re not just improving, we’re innovating, investing, and transforming the travel experience. This is the first step on an exciting journey.”
The Wizz Air Customer First Compass – guide for every journey
The transformative approach focuses on four main pillars:
- Product
With over 300 new aircraft on order, equipped with the most modern Airspace cabins, the airline boasts one of the youngest, safest, and most fuel-efficient fleets in the industry. Wizz Air is expanding its reach across Europe, Africa, Central Asia, East Asia, and the Middle East, focusing on providing passengers with affordable intercontinental travel to exciting new destinations on the Airbus A321 XLR aircraft. Wizz Air is 100 percent digital-first, ensuring customers’ journeys are seamless from booking to boarding.
- Price
The airline strives to ensure its fares are transparent and free of hidden fees. Wizz Air is committed to continuing to offer low fares and offers additional savings through the WIZZ Discount Club and smart membership passes, ensuring passengers can travel more affordably.
- Service
Wizz Air places a high priority on punctuality and works diligently to minimize cancellations, reduce delays, and provide rapid resolution in the event of a disruption, including through the use of state-of-the-art AI tools in the airline’s Operations Control Center. With an industry-leading flight completion rate of 99.5 percent, Wizz Air ensures customers reach their destinations. If something doesn’t go according to plan, Amelia, the airline’s virtual assistant, calls affected passengers with updates and support. They can also expect valid claims to be processed within seven days, and ticket prices refunded within 24 hours.
- Communication
Wizz Air is making it easier for passengers to access information and contact the airline by revamping its help center and eliminating its chargeable call center hotline (with average wait times of no more than one minute). This summer, the airline will also launch the MyJourney feature in its app, providing passengers with real-time updates. With instant updates via app, email, or SMS, customers can stay informed about their travel status. Wizz Air is committed to clear policies with no small print to ensure transparency and clarity. Support is available when needed, whether online or in the air, making communication seamless and efficient.
