Wizz Air Commits €14 Billion to Fleet and Innovation Overhaul

Wizz Air is entering a new era with the launch of Customer First Compass — a comprehensive service program designed to redefine the passenger experience.

Backed by a €14 billion investment over the next three years, the initiative underscores the airline’s commitment to placing customers at the center of everything it does.

Anchored in four key pillars — Product, Price, Service, and Communication — the program will introduce advanced technologies, modernize infrastructure, expand the fleet, and enhance service across every touchpoint of the travel journey.

Wizz Air. Photo: Shutterstock

As part of its Product focus, Wizz Air will acquire more than 300 new Airbus Airspace aircraft, featuring innovative interior designs that aim to elevate the onboard experience. Simultaneously, the airline plans to expand its operations across Europe, Africa, Central and East Asia, and the Middle East, with a strong emphasis on a fully digital travel experience — from booking to boarding.

Under the Price pillar, Wizz Air reaffirms its commitment to keeping fares affordable and transparent, actively working to eliminate hidden fees. The airline will also continue to provide exclusive benefits to members of the WIZZ Discount Club and other loyalty programs.

In the area of Service, despite maintaining an impressive 99.5% flight completion rate — among the highest in the industry — Wizz Air is placing an increased focus on punctuality. To further reduce delays and cancellations, the airline is strengthening operational resilience, including the implementation of artificial intelligence (AI) systems. Passengers will also have access to “Amelia”, a virtual assistant that provides real-time updates and personalized support during disruptions.

When it comes to Communication, Wizz Air is rolling out a major upgrade to its customer service experience. This includes expanded self-service options, significantly shorter wait times, and calls charged at local rates only. Additionally, starting this summer, the airline will launch MyJourney — a new feature within the Wizz Air app that delivers real-time flight status updates via the app, SMS, or email, ensuring passengers stay informed every step of the way.

"We are marking a new chapter with the launch of Customer First Compass – a program symbolizing our commitment to put customers at the forefront," states Yvonne Moynihan, Head of Corporate and ESG at Wizz Air, explaining: "This is not just a framework for action but a change in how we think, operate, and deliver services across all areas. Product, Price, Service, and Communication are the areas where our customers will feel the most significant change. 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 updates with our customers, with them at the center of every journey."

Photo: Shutterstock