Wizz Air "discovers" Italian: after years of silence, language customer support finally arrives
It's about time. After years of expansion in the Italian territory, millions of passengers carried and hundreds of routes operated from and [...]
Wizz Air
It's about time. After years of expansion in the Italian territory, millions of passengers carried and hundreds of routes operated to and from Italy, Wizz Air has finally realized that its customers also speak Italian.
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And so, with guilty delay, the Hungarian low-cost carrier announced the introduction of Italian-language support in its customer service. A novelty that smacks more of a patch than an innovation, given our country's longstanding importance in business strategies Of the carrier.
No fanfare, no enthusiasm: this is not an achievement, it is a duty. An act due to the millions of Italian passengers who for years had to make do with chatbots in English, call centers that were not always accessible and customer service that seemed designed only for Hungarian or English speakers. All this while Wizz Air was multiplying its routes from Italy, up to - by summer 2025 - as many as 200 connections to 80 destinations in 32 countries, with over 13 million places offered. Record numbers, of course, but without adequate local language service, they become a cold statistic.
Now, finally, Italian language support will be available on weekdays from 9:00 am to 6:00 pm, via chatbot and live chat On the website and app. Basically: only during office hours, no weekend support, and nothing resembling a call center with easily reachable human operators. A half step forward, in short. Better than nothing, but still too little when compared to the importance of the Italian market for Wizz Air.
It is all wrapped up in the usual corporate rhetoric, under the umbrella of the "Customer First Compass" initiative, which promises billion-dollar investments (14 billion over three years, they say) to improve the customer experience. But the reality, at least for Italian passengers, is that this attention comes with a guilty delay and only after many reports, protests, and probably the fear of losing market share to more customer-conscious competitors.
"The introduction of Italian-language support is another step in our commitment to putting customers at the center of everything we do," said Corporate Communications Manager Salvatore Gabriele Imperiale. Too bad the "center" for years has been elsewhere.
Whether this is the beginning of a real breakthrough or yet another cosmetic move time will tell. But one thing is certain: Italian passengers deserved customer service understandable in their own language much sooner. And now that it is finally there, it will be the case that it really works.
