Wizz Air has launched a new voice solution for its virtual customer service assistant, Amelia. In the event of a significant delay or cancellation, travellers will now receive an automated telephone call with real-time information. The new service is set to help mitigate the impact of any disruptions, such as poor weather and air traffic control shortages, reaffirming Wizz Air’s commitment to continually investing in its customer service offer.
For those customers facing cancellations, significant delays of over five hours and rescheduling, the new solution will help enhance the customer experience and ensure those who choose Wizz Air encounter as little inconvenience as possible.
In addition to the new voice solution, Wizz Air customers will also still have the option to ‘live’ chat with Amelia through the online chatbot if additional support is required.
Amelia will proactively call affected passengers to provide essential information and guidance in the event of disruption to a scheduled flight. Upon receiving a call from Amelia, passengers will be informed of their flight status and the options available to them.
The key features include:
- Personalised status update: passengers are greeted with their name and flight details, followed by their options: rebooking, receiving a 120% refund in WIZZ credit or receiving a 100% refund of the total fare paid to the original payment method.
- Accommodation assistance: information on how to access overnight accommodation if this is required.
- Contact points: details on where to find airport representatives for further assistance, based on the passenger’s location.
- Communication channels: details about how Wizz Air will contact them for important updates.
- Additional support: guidance on contacting airport information desks or Wizz Air’s Special Assistance line for further help.
To ensure that travellers receive the necessary support and to gather feedback on their experience, Amelia will make a follow-up call 30 minutes after the initial contact. During this call, passengers can confirm whether their issues have been resolved. Calls are free for passengers to receive, but roaming charges may apply depending on the passenger’s subscription plan.
