Wizz Air Unveils €14 Billion "Customer First" Transformation Plan

Wizz Air, one of EMEA’s most environmentally sustainable airlines, has launched its ambitious Customer First transformation plan, investing €14 billion over the next three years. This new initiative introduces the Customer First Compass, a framework that places customers at the core of all decisions, aiming to enhance every aspect of the customer journey—from booking to boarding.

 

The transformation is anchored in four key pillars: Product, Price, Service, and Communication. With this move, Wizz Air is focused on providing a customer experience that emphasizes punctuality, affordability, innovation, and service excellence.

Customer First Compass – Guiding Every Journey

The Customer First Compass is designed to guide Wizz Air’s operations, shaping the airline’s future and ensuring every decision made serves its passengers. Here’s a closer look at the four key pillars:

Product: Next-Level Travel

Wizz Air is committed to revolutionizing the travel experience. The airline has placed an order for over 300 new aircraft, including the modern Airbus A321 XLR with the latest Airspace cabin interiors. This investment ensures passengers will travel on one of the youngest, safest, and most fuel-efficient fleets in the industry. The airline is expanding its reach across Europe, Africa, Central Asia, East Asia, and the Middle East, making low-fare intercontinental travel possible with new exciting destinations.

Price: Transparent and Affordable Fares

Staying true to its commitment to low fares, Wizz Air is introducing transparent pricing, with no hidden fees. To further support its customers, the airline offers the WIZZ Discount Club and smart membership passes, providing even greater savings and ensuring passengers always have access to affordable travel options.

Service: Punctuality and Resilience

Punctuality remains a top priority for Wizz Air. The airline continues to build resilience into its operations, minimizing cancellations and delays. With an industry-leading flight completion rate of 99.5%, Wizz Air ensures customers reach their destinations on time. In the event of disruptions, passengers will receive immediate updates through Amelia, the airline's virtual assistant. Disrupted customers will also have their valid claims processed within seven days, and ticket fares refunded within 24 hours.

Communication: Seamless Information Access

Wizz Air is revamping its Help Centre, eliminating premium rate call centers, and reducing call wait times to under one minute on average. The MyJourney feature, launching this summer in the mobile app, will provide real-time updates to passengers, ensuring they’re always informed. Whether via app, email, or SMS, customers will receive instant updates on their travel status, making communication with the airline efficient and hassle-free.

A New Chapter for Wizz Air

Yvonne Moynihan, Wizz Air’s Corporate and ESG Officer, emphasized, “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; it’s a shift in how we think, act, and deliver across the business. From ground to air, every decision we make will now be guided by the needs of our customers.”

Wizz Air’s focus on Product, Price, Service, and Communication will ensure that passengers feel the difference at every touchpoint. The airline is not just improving; it’s innovating, investing, and transforming the travel experience. The Customer First Compass marks the first step in an exciting journey, with many more updates to come.