European LCC Wizz Air has announced a significant investment in it’s operations and service.

At an event in London, the carrier launched an initiative it calls the ‘Customer First Compass’ transformation plan.

The airline has identified four ‘pillars’, namely Product, Price, Service and Communication, to improve by investing in new technology, training and processes.

On Product, the airline is introducing 300 A320-family aircraft with Airspace interiors in order to make the fleet one of the youngest and most fuel efficient in the industry.

READ: Wizz Air to reduce capacity following GTF issues

For Price, the airline says it is ‘taking steps’ to ensure fare transparency with no hidden fees.

Meanwhile, service will be improved with clarifications with regards to the refund policy for cancelled flights.

Disrupted customers can now expect valid claims to be processed within seven days and ticket fares refunded within 24 hours, with a clarification of the refund system.

This marks a vast improvement from existing systems, which have long been a source of passenger’s ire.  UK consumer rights magazine Which? named Wizz as the worst airline in terms of customer satisfaction in 2023 and noted that the airline had more than 1,600 outstanding County Court Judgements that had been brought by passengers, almost double that of the next airline on the list.

On ‘Communication’ things are a little less clear. The airline is to close it’s current premium rate phoneline, saying it is instead going to improve its online help portal and mobile app, although we don’t know yet what form the improvements will take, or if there will be any way to speak to an adviser.

READ: Airspace cabin debuts on Wizz Air fleet

Yvonne Moynihan, Wizz Air’s Corporate and ESG Officer, 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. Product, Price, Service and Communication are the areas our customers will feel the difference most. We are not just improving, 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 exciting updates with our customers at the heart of every journey, guided by our Customer First Compass.”