Our Customers
Wizz Air prioritises its customers, ensuring their needs remain central to all actions. Our Passenger Care Centre provides timely and comprehensive support to consumers. Our commitment to soliciting and acting upon customer feedback is demonstrated through maintaining a disruption-specific customer survey, which enables us to continuously refine our customer experience strategy. Wizz Air operates in compliance with all applicable laws and respects customer rights.
At Wizz Air, our customers are at the heart of everything we do. We strive to make air travel affordable, and accessible for all, while fostering an inclusive and engaging experience. Our Passenger Care Centre remains unwavering in its commitment to providing timely and comprehensive support to our customers. We implemented early notifications regarding various events, including strikes and terminal changes, ensuring travellers are well prepared. Additionally, in times of unforeseen circumstances such as a global IT-supplier outage, volcanic eruption or geopolitical conflict escalation, our team communicates promptly with customers, enabling us to uphold customer satisfaction and manage crises effectively.
Accessibility & Inclusivity
Our services include assistance for passengers with reduced mobility, voice-to-text booking options, and dedicated support for customers who may be at greater risk of harm, such as young travelers or those with mental or physical difficulties. Passengers with special needs can request assistance to ensure a safe and comfortable journey. Additionally, our flight booking website features a “voice-to-text” function to support passengers with visual impairments.
Safety First
Safety is our top priority and the foundation of a successful business. Through the personal commitment of all employees, we deliver the highest level of safety to our customers. Wizz Air, including the Board of Directors, Leadership Team, and the entire employee community, is firmly committed to ensuring the safest operations possible, always keeping our people and customers safe.
Wizz Air adheres to all relevant aviation regulations issued by the European Aviation Safety Agency and national Civil Aviation Authorities. We ensure that our managers and operational personnel comply with all applicable laws, regulations, and procedures in every location where we operate.
We maintain a strong safety culture through anonymous reporting systems, crisis protocols, regular crew training, and full compliance with aviation regulations. In F26, Wizz Air was recognised by Airline Ratings as one of the world’s safest airlines for 2026 and ranked among the top 10 safest low-cost carriers.
Customer First Compass
The Customer First Compass is our commitment to placing the customer at the forefront of every aspect of our operations. Starting in April 2025 and over the following three years, €14 billion will be invested to enhance every touchpoint with our customers so that we can ensure that punctuality, innovation and service are integrated into all of our travels. The Customer First Compass is rooted in 4 key pillars:
PRODUCT
Wizz Air is committed to next-level travel, with over 300 new aircraft on order featuring the most modern Airspace cabin interiors, the airline is dedicated to operating one of the youngest, safest and most fuel-efficient fleets in the industry. Expanding its reach across Europe, Africa, Central Asia, East Asia and the Middle East, Wizz Air is focused on providing passengers with low-fare intercontinental travel to exciting new destinations. Embracing a 100% digital-first mindset, Wizz Air ensures that customer journeys are seamless from booking to boarding.
PRICE
Low fares are in Wizz Air’s DNA. The airline is taking steps to ensure its fares are transparent with no hidden fees. Committed to still offering low fares, Wizz Air provides additional savings through the WIZZ Discount Club and smart membership passes, ensuring passengers can always travel for less.
SERVICE
Prioritising punctuality, Wizz Air is continuing to build resilience into its operations to minimise cancellations, reduce delays and provide fast solutions in the event of a disruption by using cutting-edge AI tools as well in the airline’s operations control centre. With a 99.5% flight completion rate, we ensure customers reach their destinations. If disruptions occur, the virtual assistant, Amelia, provides updates and support. Claims are processed within seven days, and ticket refunds are issued within 24 hours.
COMMUNICATION
Communication is the link between ourselves and our customers, and we know that every interaction is important both on the ground and in the sky. Wizz Air is committed to clear policies with no small print, ensuring transparency and ease of understanding. Support is available when needed, whether online or in the air, making communication seamless and efficient.