Wizz Air enhances its passenger support system with AI

Wizz Air has announced that its virtual assistant chatbot Amelia will be able to provide voice support to passengers from now on, who will receive an automated phone call with real-time information in the event of a flight cancellation.

In recent weeks, air traffic in Europe has been significantly impacted by weather conditions and limited capacity at air traffic control companies. Despite Wizz Air’s thorough preparation for the season and their efforts to ensure a smooth summer period, delays have become unavoidable. However, the airline is working hard to minimise the inconvenience for passengers.

Photo: depositphotos.com

To enhance the travel experience and provide passengers with real-time information about cancellations and flight delays exceeding five hours, Wizz Air is introducing a new automated voice robot. Passengers will still have the option to chat with Amelia, the online chatbot, for written assistance, Turizmus reports. Amelia, the airline’s voice robot, will automatically call passengers on affected flights to provide them with essential information and guidance on further options.

Wizz Air’s new system provides several options for passengers

During the call, passengers will have several options available to them. The voice robot will provide personalised information, addressing passengers by name and flight details. It will then offer three main options: free rebooking on the earliest flight, a 120% refund of the ticket price in WIZZ points, or a 100% refund of the fare paid in the original form of payment.

It can also provide non-locals with information on nearby accommodation and details on where to find the nearest person for assistance based on the passenger’s current location at the airport.

Photo: FB/Budapest Airport

It also ensures that passengers receive all the information about their booking by reminding them that important updates are sent to the email address and phone number they provided at the time of booking. Other new features include directing passengers to airport information desks or Wizz Air’s dedicated helpline.

To ensure the assistance is effective, Amelia will initiate a follow-up call within 30 minutes of the initial contact, allowing passengers to indicate whether their issue has been resolved. While calls are generally free of charge, there may be roaming fees depending on the passenger’s subscription package.

Wizz Air advises passengers to prioritise providing a current and accurate phone number and email address when checking in to ensure they can be informed immediately in case of any disruption.

Currently, the voice robot is available in Hungary, as well as in Austria, the United Kingdom, Poland, Italy, and Romania, but only in English. However, Amelia will soon be available in other languages, including Arabic, Bulgarian, French, German, Italian, Russian, Romanian, Spanish, Ukrainian, Hungarian and more.

Read also:

• Is Hungarian air traffic control behind the chaos and delayed flights in Europe? – Read here
• Surprising Flightright results: here’s how reliable Wizz Air is – Read here