Wizz Air puts the customer at the centre

Wizz Air, recognised as the most sustainable airline in EMEA, is launching a new phase of its strategy with the launch of the "Customer First Compass", a three-year plan worth €14 billion designed to redefine every aspect of air travel in a customer-centric way.

This transformation aims to profoundly renew the interaction between airline and passengers, improving all touchpoints, from booking to post-flight service. The plan is divided into four pillars (product, price, service and communication) that will guide every strategic and operational decision of Wizz Air, with the aim of an increasingly simple, accessible and innovative experience.

Product: comfort, sustainability and hi-tech fleet

Wizz Air renews the concept of low-cost travel by focusing on innovation. Over the next few years, more than 300 new aircraft equipped with the latest generation of Airspace cabins, among the most modern and environmentally efficient, will enter the fleet. Thanks to the Airbus A321XLR, the company is also preparing to extend the network to intercontinental destinations (expanding into Europe, Africa, Central Asia, East Asia and the Middle East), maintaining the 100% digital approach that allows for a seamless experience, from booking to boarding.

Price: clear rates and exclusive benefits

Transparency and convenience remain at the heart of Wizz Air's offering. In addition to guaranteeing competitive fares with no hidden costs, the company is strengthening programs dedicated to frequent travelers, such as the Wizz Discount Club and smart subscriptions, designed to make travel even more accessible.

Service: punctuality and enhanced assistance

Wizz Air continues to invest in operational reliability, already boasting a 99.5% flight completion rate. To improve the management of any interruptions, the company has introduced the use of artificial intelligence in its control centers. Passengers will be able to count on quick refunds (within 24 hours in case of cancellation) and the immediate support of the virtual assistant Amelia in case of unforeseen events.

Communication: transparent, accessible, immediate

With a completely revamped Service Center and the removal of the toll call center line, Wizz Air guarantees fast response times and ongoing support. Also arriving in the summer will be MyJourney, the new feature of the official Wizz app that will provide real-time updates, instant notifications and clear information on every step of the journey.