How will Wizz Air’s €14 billion transformation plan benefit customers?
April 3, 2025
Low-cost carrier, Wizz Air, has unveiled a €14 billion three year “transformation plan”, which it claims will chart a new course for the airline with customers at the forefront.
Called Customer First, the plan was rolled out today with the Customer First Compass serving as a framework based on four key pillars of product, price, service and communication. The aim is to enhance every customer touchpoint ensuring that “punctuality, affordability, innovation and service shape every journey.”
Describing the plan as a symbol of commitment to customers, Yvonne Moynihan, Wizz Air’s Corporate and ESG officer said the Customer First Compass is “not just a framework, but a shift in how we think, act and deliver across the business.”
In line with the transformation, Wizz is expanding its fleet with over 300 new A320 aircraft on order all featuring modern cabin interiors, reinforcing its dedication to operating one of the youngest, safest, and most fuel-efficient fleets in the industry. The airline also plans to develop its route network, serving new destinations with the A321 XLR aircraft and is embracing a 100% digital-first mindset.
To enhance reliability, Wizz, which currently boasts a flight completion rate of 99.5%, will further strengthen its operational resilience to minimise cancellations and reduce delays. The introduction of a virtual assistant called Amelia will proactively support delayed passengers with updates and solutions, while AI tools will be deployed in the operations control centre to provide solutions when disruptions occur.
Improved communication is also key to Wizz’s strategy. It is eliminating its premium rate call centre line and revamping its Help Centre, making it easier for passengers to access information. This summer it is also launching the MyJourney feature in its mobile app, providing customers with real-time updates.
With low fares in its DNA, Wizz will focus on transparent pricing with no hidden fees, although there are currently no plans to introduce a free checked luggage allowance.
“Product, price, service and communication are the areas our customers will feel the difference most,” added Moynihan. “We are not just improving, we are innovating, investing and transforming the travel experience.”
It’s an impressive investment, although the true impact of its transformation plan will ultimately be judged by Wizz Air’s passengers.
