Wizz Air unveils ‘Customer First’ transformation plan including investment in state-of-the-art technology

The following article was published by Future Travel Experience

Wizz Air has launched its ‘Customer First’ transformation plan by rolling out ‘Customer First Compass’ – a framework that is designed to place customers at the forefront of every aspect of its operations.

Wizz Air has launched its ‘Customer First’ transformation plan by rolling out ‘Customer First Compass’ – a framework that is designed to place customers at the forefront of every aspect of its operations. The airline will be investing around £12 billion over the next three years to enhance every customer touchpoint, with the aim of ensuring that punctuality, affordability, innovation and service shape every journey.

Anchored in four key pillars – Product, Price, Service and Communication – ‘Customer First Compass’ outlines Wizz Air’s future direction and renewed commitment to its customers, including 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.

“Today marks a new chapter as we unveil our ‘Customer First Compass’ – a symbol of our commitment to putting customers first,” said Yvonne Moynihan, Wizz Air’s Corporate and ESG Officer. “This is not just a framework, but 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. Product, Price, Service and Communication are the areas our customers will feel the difference most. 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 exciting updates with our customers at the heart of every journey, guided by our ‘Customer First Compass’.”

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 cabin interiors. 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 new destinations with the Airbus A321 XLR aircraft. Embracing a 100% digital-first mindset, Wizz Air aims to ensure that customers’ journeys are seamless from booking to boarding.
• Price: The airline is taking steps to ensure its fares are transparent with no hidden fees. Committed to continue 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, including by using cutting-edge Artificial Intelligence tools in its operations control centre. If things don’t go to plan, Amelia, the airline’s virtual assistant, will call disrupted passengers with updates and support.
• Communication: Wizz Air is making it easier for passengers to access information and contact the airline by revamping its Help Centre and eliminating its premium rate call centre line. This summer, the airline will also be launching the MyJourney feature in its mobile app, which will provide passengers with real-time updates. With instant updates via app, email, or SMS, customers can stay informed and confident about their travel status.

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Wizz Air unveils ‘Customer First’ transformation plan including investment in state-of-the-art technology