Budget airline Wizz Air on Thursday (3 April) unveiled a £12 billion “transformation” plan that aims to put customers “at the forefront” of its operations.
The investment, known as the Customer First Compass, will be made over the next three years and will focus on four key areas: product, price, service and communication, the airline said. This includes fleet renewal and network expansion plans and upgrades to its app and customer support systems.
The carrier currently has more than 300 new aircraft on order and said it plans to expand its network across Europe, Africa, Asia and the Middle East, including new intercontinental routes operated by Airbus A321 XLR aircraft.
The plan will also see the carrier roll out “additional savings” through its Discount Club with “smart” membership passes. A new ‘MyJourney’ feature will also be added its mobile app this summer, which will provide passengers with real-time updates.
Additionally, the carrier has invested in an AI assistant as part of improvements to its operations control centre. The assistant, known as Amelia, will provide updates and support to passengers in the case of flight disruption, the carrier said.
Wizz Air’s 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.”