Wizz Air launches programme to improve passenger satisfaction

Wizz Air, EMEA’s most environmentally sustainable airline*, today launches its Customer First transformation plan by rolling out its Customer First Compass – a framework that places customers at the forefront of every aspect of its operations.

The Wizz Air Customer First Compass

The airline will be investing €14 billion over the next three years to enhance every customer touchpoint to ensure that punctuality, affordability, innovation and service shape every journey, Wizz Air wrote.

Anchored in four key pillars – Product, Price, Service and Communication – the Customer First Compass outlines Wizz Air’s future direction and renewed commitment to its customers, from investing in state-of-the-art technology, improving reliability, and delivering enhanced customer support. The transformation marks a step change in how the airline services its customers.

The transformative approach is centred on four key pillars:

Product

Wizz Air is committed to next-level travel, with over 300 new aircraft on order featuring the most modern Airspace cabin interiors, the airline is dedicated to operating one of the youngest, safest, and most fuel-efficient fleets in the industry. Expanding its reach across Europe, Africa, Central Asia, East Asia, and the Middle East, Wizz Air is focused on providing passengers with low-fare intercontinental travel to exciting new destinations with the Airbus A321 XLR aircraft. Embracing a 100% digital-first mindset, Wizz Air ensures that customers’ journeys are seamless from booking to boarding

Price

Low fares are in Wizz Air’s DNA. The airline is taking steps to ensure its fares are transparent with no hidden fees. Committed to continuing offering low fares, Wizz Air provides additional savings through the WIZZ Discount Club and smart membership passes, ensuring passengers can always travel for less

Service

Prioritising punctuality, Wizz Air is continuing to build resilience into its operations to minimise cancellations, reduce delays and provide fast solutions in the event of a disruption also by using cutting edge AI tools in the airline’s operations control centre. With an industry-leading flight completion rate of 99.5%, Wizz Air ensures that customers reach their destinations. If things don’t go to plan, Amelia, the airline’s virtual assistant, will call disrupted passengers with updates and support. Disrupted customers can also expect valid claims to be processed within seven days and ticket fares refunded within 24 hours.