Wizz Air's 'we promise to be better' campaign has lift off

Tim Green

European airline Wizz Air has just unveiled a promotion called The Future is PINK, which highlights all its efforts to do a better job.

The slightly self-critical campaign launched this week and is supported with OOH, paid social, influencer partnerships, press, PR, radio and sponsorships.

Wizz Air says that last summer, even with the fall out from COVID, "we did not meet our own standards in the level of service delivered. Flights were too often late or cancelled, disruptions were not managed at an adequate level, and claims took too long to process and pay to our customers."

PINK is its response. The letters stand for Punctual, Innovative, New and Knowledgeable, and the campaign highlights how the airline is tackling each of these aims, while also reducing environmental footprint.

Wizz Air says it has hired more staff, revised its schedules, created a new AI-based tool for better forecasting, introduced self-service solutions and more. The airline has also invested heavily in its customer experience. Changes for 2023 include:

  • Launched a fully automated refund process
  • 24/7 online support with a new chatbot
  • Launched a new customer service channel on Twitter @AskWizzAir
  • Contracted four new contact centres to provide increased customer service capacity
  • Increased customer service agent training and quality checks to drive efficiency and improved quality of service
  • Working closely with ground handling providers to increase their staff

Marion Geoffroy, Managing Director at Wizz Air UK, said: “We want to show our customers how serious we are about making improvements for the future, which is why we are using this campaign to tell people about the new goals we have put in place and the changes we have made.”