Wizz Air outlines £12bn ‘customer first’ transformation plan

Wizz Air says £12 billion will be spent to improve customer service two years after facing enforcement action by the aviation regulator for falsely refusing passenger compensation claims for flight disruption.

The “unprecedented” action by the Civil Aviation Authority led to £1.24 million being refunded to passengers in January 2024 after more than 25,000 claims were re-examined and additional payments given in around 6,000 cases.

The budget carrier was also slated by Which? in 2023 as it came bottom of the consumer group’s annual survey of short-haul airlines.

The central and eastern European low fares carrier today (Thursday) sought to rebuild its reputation by outlining a series of planned improvements in a ‘customer first’ transformation plan.

The measures to be introduced over three years at a claimed cost of £12 billion cover product, price, service and communication.

Among new pledges, the airline insisted that disrupted passengers can expect valid claims to be processed within seven days and fares refunded within 24 hours. 

The “step change” in how Wizz Air handles passengers includes the abolition of a premium rate call centre line and prioritising punctuality to minimise cancellations and delays.

Steps will be also taken to ensure fares are transparent with no hidden fees. 

The airline aims to use new long-range Airbus A321 ALR aircraft to expand its network 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,” the carrier noted.

Corporate and ESG officer Yvonne Moynihan 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.”