Wizz Air said on April 3, 2025, it is investing £12bn over the next three years for its new ‘customer first’ transformation plan. The airline said the plan will put customers at the “forefront of every aspect” of its operations.
Wizz said the investment will improve all of its customer touchpoints to provide better service, including ensured punctuality and affordability.
“This is not just a framework, but a shift in how we think, act and deliver across the business,” said Wizz Air corporate and ESG officer Yvonne Moynihan. “From ground to air, every decision we make will now be guided by the needs of our customers.”
The framework includes four key pillars: product, price, service, and communication. Key initiatives include valid claims for disrupted customers to be processed within seven days and refunds issued within 24 hours, as well as real-time updates through its mobile app. The company added that is “embracing a 100% digital-first mindset” to ensure smoother bookings for passengers.
Moynihan continued: “We are not just improving, we are innovating, investing and transforming the travel experience.”
Wizz has over 300 aircraft on order, including the A321XLR.