Wizz Air wants to improve onboard experience: what is "customer first compass" and what will change
Product, price, service and communication. These are the four 'magic words,' the four pillars on which Wizz Air bases its [...]
Wizz Air
Product, price, service e communication. These are the four 'magic words,' the four pillars on which Wizz Air bases its future Customer First Compass. But let's go in order.
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The Hungarian low-cost carrier today announced that over the next three years it will invest the beauty of 14 billion: The goal will be to Improving the passenger experience, ensuring punctuality, convenience, innovation and service for every journey. Specifically, with the Customer First Compass announced today, in fact Wizz intends to put travelers at the center not only through improved customer service but also through investments in cutting-edge technology and improved operations.
Someone - or perhaps more than a few - reading this news might get a big laugh: so many passengers, including flight delays and cancellations, such as the Rome Abu Dhabi, as well as after the changing the terms and conditions of the All You Can Fly, they remained 'blanched' and they certainly did not feel placed at the center by the company, quite the contrary.
But back to the four pillars we mentioned earlier: product, price, service, communication. The Hungarian carrier, with more than 300 aircraft on order, plans to offer a product, a travel experience that is as safe as it is efficient; in addition to this, low-priced intercontinental routes will increase with the arrival of the new A321 XLRs. Speaking of. price. Wizz Air reports that it will strive for transparency on prices, eliminating additional hidden costs.
As for the service, in recent months we have written about Amelia, the company's virtual assistant: thanks to this tool, passengers can receive support and clarification should they need it. Wizz reports that it continues to work on improving its operations, providing timely solutions in case of delays or cancellations.
Finally, last but certainly not least, the communication. The carrier reports that it is working to revamp the Service Center and eliminate the paid call center line. This summer, then, passengers will be able to rely on the "My Journey" tool on the company's official app, through which they will receive real-time updates on their flight.
In short, over the next three years Wizz Air-with Customer First Compass-intends to improve the travel experience for passengers. An ambitious plan, evidently: but the road ahead to becoming a company that (really) puts passengers at the center is a very long one; we'll see.
