Wizz Air Embraces Passenger Experience: Fleet Wi-Fi Coming Soon

Having launched its new passenger-oriented initiative, called ‘Customer First Compass,’ in April 2025, Wizz Air is beginning to see positive results.

At an event held in London on October 28, 2025, just six months after the impressive €14 billion investment, Wizz Air reported a remarkable 10% boost in overall customer satisfaction since implementing the Customer First Compass.

This airline has also marked a significant milestone by achieving an average flight completion rate of 99.5%. This success comes from operating 7% more flights compared to 2024, with a peak of 1,000 flights daily during the summer.

Wizz Air’s Chief Commercial Officer, Michael Delehant, elaborated on the airline’s ambition to reshape the ultra-low-cost carrier (ULCC) model with a focus on customer experience.

“I think a lot of customers unfortunately think ULCC means cheap,” Delehant explained, emphasizing that efficiency is the core of the ULCC concept.

He acknowledged that Wizz Air faced challenges following the pandemic that disappointed many customers.

“Our people have responded remarkably,” Delehant stated. “Our investments are yielding results. We’ve had one of our best summers on record and one of the strongest summers in the industry.”

In discussing fleet investments, he underscored the importance of adding new aircraft. By November 2025, Wizz Air will reach a significant milestone with 250 aircraft.

Delehant also noted the strategic focus on Central and Eastern Europe, while selectively investing in Western markets, particularly London, which he termed “critically important.”

He addressed the airline’s retreat from Vienna, citing that operational costs have “essentially doubled in the last five years,” making it financially unfeasible.

Despite the high operating costs from London-Gatwick Airport (LGW), he assured that Wizz Air has no plans to scale back operations there.

Poland emerged as a key market, characterized by a rapidly expanding economy and a growing number of travelers.

Since 2023, Wizz Air has faced notable challenges with its Airbus A320neo family aircraft due to powder metal defects affecting the Pratt & Whitney GTF engines, which has resulted in numerous aircraft being grounded globally.

Currently, around 41 of Wizz Air’s aircraft are grounded due to these GTF engine issues.

“It’s engines that are causing grounded aircraft,” Delehant clarified. “Previously, aircraft were grounded for under 100 days, but now you may not see an engine back for nearly a year.”

At one point, Wizz Air had over 50 aircraft grounded. Delehant is optimistic that this number will decrease to below 40 next year, with a target of zero by March 2028.

Future plans

Delehant also announced ‘Wizz Play,’ a new onboard WiFi system designed to enhance passenger connectivity.

According to him, this “lightweight” system is currently being tested on five aircraft based in the UK. If all goes well, it might soon be expanded fleet-wide.

Passengers can expect messaging options and limited streaming, as well as onboard digital ordering capabilities.

“That test is currently in process,” he said. “We’ll see how that works out and whether we want to expand it to the full fleet.”

Initially, there will be charges for the internet service, but Delehant mentioned the airline’s willingness to assess how this offering evolves over time. Decisions regarding the full rollout of Wizz Play will be made in the upcoming months.

Additionally, Delehant introduced a new business seating option called Wizz Class, which is currently undergoing trials. This would allow customers to pay more to keep the middle seat free.

Wizz Air also announced a new offering of its ‘All You Can Fly’ membership program, priced at €499 ($576) annually.

This offering will provide 10,000 memberships across 34 countries, enabling customers to enjoy numerous flights within the airline’s network for a fixed price, with a recurring booking fee of €9.99 ($11).

What do you think about Wizz Air’s innovative customer-focused changes?