Wizz Air, EMEA’s most environmentally sustainable airline*, today launches its Customer First transformation plan by rolling out its Customer First Compass – a  framework that places customers at the forefront of every aspect of its operations.

The airline will be investing €14 billion over the next three years to enhance every customer touchpoint to ensure that punctuality, affordability, innovation and service shape every journey. 

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

The transformative approach is centred on four key pillars:

1. Product

Wizz Air is committed to next-level travel, with over 300 new aircraft on order featuring the most modern Airspace cabin interiors, the airline is dedicated to operating one of the youngest, safest, and most fuel-efficient fleets in the industry. 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 exciting new destinations with the Airbus A321 XLR aircraft. Embracing a 100% digital-first mindset, Wizz Air ensures that customers' journeys are seamless from booking to boarding

2. Price

Low fares are in Wizz Air's DNA. The airline is taking steps to ensure its fares are transparent with no hidden fees. Committed to continuing offering low fares, Wizz Air provides additional savings through the WIZZ Discount Club and smart membership passes, ensuring passengers can always travel for less

3. 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 also by using cutting edge AI tools in the airline’s operations control centre. With an industry-leading flight completion rate of 99.5%, Wizz Air ensures that customers reach their destinations. If things don’t go to plan, Amelia, the airline’s virtual assistant, will call disrupted passengers with updates and support. Disrupted customers can also expect valid claims to be processed within seven days and ticket fares refunded within 24 hours.

4. 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 (with call wait times no longer than one minute on average). 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. Wizz Air is committed to clear policies with no small print, ensuring transparency and ease of understanding. Support is available when needed, whether online or in the air, making communication seamless and efficient.

Yvonne Moynihan, Wizz Air’s Corporate and ESG Officer, said “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, 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.”

For more information on what passengers can expect from Wizz Air, please visit the Customer First Compass microsite.