The conversion is fixed in four key pillars: product, price, service and communication. With this move, Wizz Air is focused on delivering a customer experience that emphasizes punctuality, affordability, innovation and service excellence.
Customer First Compass – Leading all your journeys
The customer's first compass is designed to guide the operation of Wizz Air, shaping the future of the airline and ensuring that every decision made will serve passengers. Let's take a closer look at four important pillars.
Product: Next Level Travel
Wizz Air is committed to revolutionizing the travel experience. The airline has ordered more than 300 new aircraft, including the modern Airbus A321 XLR with the latest airspace cabin interior. This investment ensures passengers travel to one of the youngest, safest and most fuel-efficient fleets in the industry. The airline is expanding its range of Europe, Africa, Central Asia, East Asia and the Middle East, allowing low-cost intercontinental travel with new exciting destinations.
Price: Clear and affordable fares
Staying true to its commitment to low fares, Wizz Air introduces transparent pricing with no hidden fees. To further support its customers, the airline will offer Wizz Discount Club and Smart Membership Pass, offering even greater savings and ensuring passengers have access to affordable travel options at all times.
Services: Punctuality and resilience
Punctuality remains Wizz Air's number one priority. Airlines continue to build resilience in their businesses by minimizing cancellations and delays. The industry-leading flight completion rate is 99.5%, and Wizz Air ensures that customers reach their destinations on time. In the event of confusion, passengers will receive immediate updates through Amelia, the airline's virtual assistant. Also, confused customers will process valid bills within 7 days and receive a refund of ticket fares within 24 hours.
Communication: Seamless information access
Wizz Air has revamped its help center, eliminated premium rate call centers, and reduced call weight times to less than one minute on average. Launched on the mobile app this summer, the MyJourney feature will provide passengers with real-time updates and keep them informed at all times. Through the app, email or SMS, customers receive instant updates on travel situations, making communications with the airline efficient and hassle-free.
New chapters on Wizz Air
“Today marks a new chapter when we announce our first customer compass. It's a symbol of our commitment to putting our customers first. This is more than just a framework. It's a change in the way we behave beyond business,” said Yvonne Moynihan, a company and ESG executive at Wizz Air.
A focus on Wizz Air's products, pricing, services and communications allows passengers to feel the difference at every touchpoint. Airlines aren't simply improving. Innovate, invest and transform our travel experiences. The customer's first compass marks the first step in an exciting journey, with more updates coming up.
