MarketingFeaturedSoutheast Asia

PH airline Cebu Pacific doubles down on self-served customer experience, drops call center

Jean Cabico - April 16, 2021

Manila, Philippines – Cebu Pacific, one of the largest airlines in the Philippines, has announced that it will now be discontinuing its CEB PH call center, starting 1 May 2021, to make way for a more contactless and self-service customer experience. 

According to the airline, the move to drop the hotlines is in line with its mission to speed up its digital transformation and to further accelerate the improvement of its overall customer experience.

Cebu Pacific has taken great strides in its customer service in the past recent years in specific touchpoints such as online booking, check-ins, booking management, and Charlie the chatbot.

In 2017, it was among the first airlines in Asia to invest in an integrated facility and technology for social intelligence and customer engagement. Then the year after, Cebu Pacific introduced its very own Charlie the chatbot which enabled passengers to receive real-time answers to common queries and transactions, and since then, Charlie has been continuously improved and is now able to respond to more queries, without the passengers having to talk to an agent.

The airline shared that by the first quarter of 2021, it has noted a total of 87% of passengers maximizing the Cebu Pacific website to directly book flights. 

Candice Iyog, the vice president for marketing and customer experience of Cebu Pacific, said that the company is glad to have started its digital transformation journey even before the pandemic, as they have come to rely on it in the new normal environment. 

“We continue to prioritize the safety and convenience of our passengers, that is why we have accelerated our digital efforts to support contactless and self-service processes. Rest assured Charlie, along with our Customer Care team, are online 24/7 to assist everyJuan. We continue to enhance existing processes as we remain committed to empowering customers and ensuring access to the information they need anytime, anywhere, without having to call the hotline or go to a ticketing office,” said Iyog.