Wizz Air announced on April 3, 2025, that it will be investing €14 billion over the next three years to enhance the customer experience it provides to its passengers.
This plan, called “Customer First Compass”, aims to be comprehensive in its scope, covering four major customer touchpoints: product, price, service and communications.
Although no specific figures have been provided by the carrier about the exact allocation of this investment among the airline’s different areas, the official announcement seems to suggest the figure of €14 billion will include a broad range of items, from fleet and equipment upgrades to new IT and software tools and strengthened customer service channels and protocols.
Wizz Air has gone to great lengths to emphasize that the plan also represents a different approach in its relationship with passengers.
According to Yvonne Moynihan, Wizz Air’s Corporate and ESG Officer, the Customer First Compass plan is a symbol of the airline’s shift towards a more customer-centric culture.
“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,” she said in a press release announcing the initiative.
In addition to the upcoming, and previously announced, addition of new A321XLR aircraft fitted with the state-of-the-art Airbus Airspace Cabin, Wizz Air is also updating its customer service standards through a series of measures.
The airline’s customer service center will be revamped to eliminate the premium rate call center line, and a new digital customer service tool will be introduced. This includes a virtual assistant tool for disrupted passengers and a new mobile app feature called “MyJourney” capable of providing passengers with real-time updates.
Going forward, Wizz Air said it expects to be able to process all valid claims within seven days and, when needed, to issue any ticket refunds within 24 hours.
