Pilotcenter.net News reported on April 3, 2025, that Wizz Air is making a substantial investment of €14 billion over the next three years to elevate the overall customer experience for its travelers. Dubbed the “Customer First Compass” initiative, this ambitious plan is set to address four key customer touchpoints: product, price, service, and communications. While specific details of how this investment will be allocated across different areas of the airline have not been disclosed, the general announcement indicates that the €14 billion budget will cover a wide range of upgrades and enhancements, including fleet and equipment enhancements, new IT solutions, and improved customer service processes.

The airline is keen on highlighting that the Customer First Compass plan signifies a shift in its approach towards passenger relations. Yvonne Moynihan, Wizz Air’s Corporate and ESG Officer, expressed that the initiative is not merely a strategy but a significant move towards a more customer-centric ethos. Moynihan stated in a press release, “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.”

Apart from the forthcoming introduction of new A321XLR aircraft featuring the cutting-edge Airbus Airspace Cabin, Wizz Air is also revamping its customer service standards through various enhancements. These include the transformation of the customer service center to remove premium-rate call lines and the introduction of a new digital customer service tool. This tool will include a virtual assistant for affected passengers and a new feature on the mobile app dubbed “MyJourney” capable of delivering real-time updates to passengers.

Looking ahead, Wizz Air aims to expedite the processing of valid claims within seven days and, if necessary, issue ticket refunds within 24 hours, demonstrating its commitment to providing efficient and seamless customer service.