Wizz Air has launched a new voice solution from its virtual customer service assistant, Amelia.
Low cost carrier Wizz Air has introduced a new service to keep passengers informed and in control when their travel plans are disrupted.
In the event of a flight disruption, passengers will receive automated telephone calls with real-time information. This new service aims to reduce the impact of disruptions, including issues beyond the airline’s control, such as poor weather and air traffic control shortages.
Amelia, Wizz Air’s automated voice assistant, will proactively call passengers if their flight is cancelled, delayed by more than 5 hours, or rescheduled.
On the call, Amelia will let passengers know their flight status and the options available to them.
The key features include:
Personalised status update
- Amelia greets passengers 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 passengers 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 charge may apply depending on the passenger’s subscription plan.
Amelia is available in English for departures from Romania, Italy, Hungary, Poland, the UK, and Austria. Amelia’s new voice solution will soon be accessible in multiple languages, including Arabic, Bulgarian, German, Spanish, French, Hungarian, Italian, Polish, Romanian, Russian, and Ukrainian.
