Wizz Air UK Reputation Turnaround

In 2023, Wizz Air faced a critical reputational challenge, marked by mounting customer dissatisfaction, negative media coverage and declining brand trust. As one of Europe’s leading ultra-low-cost airlines, Wizz Air needed an urgent, strategic intervention to rebuild its public image, improve media sentiment, and restore customer confidence.

THREESIXTY was engaged to lead an intensive crisis and issues management programme, deploying a data-driven, multi-channel approach to turn the narrative around. Through robust media engagement, direct stakeholder outreach, and proactive reputation-building, THREESIXTY and Wizz Air implemented a comprehensive recovery strategy. The approach included: - Media sentiment shift: We executed a targeted proactive press engagement campaign, leveraging senior leadership commentary, exclusive media briefings, and transparent storytelling to reshape the airline’s public perception. - Customer-centric communications: By amplifying Wizz Air’s commitment to operational improvements, customer experience enhancements, and sustainable aviation initiatives, we repositioned the airline as responsive and responsible. - Crisis response optimisation: We redefined Wizz Air’s reactive protocols, enabling real-time, empathetic crisis communications to address customer concerns swiftly and effectively. The impact was significant: a measurable uplift in positive media sentiment, an improvement in customer perception, and a significant reduction in negative press mentions across the UK media.