CEBU Pacific speeds up digital transactions. / Photograph COURTESY OF CEBU PACIFIC
Cebu Pacific (CEB), continues to speed up its digital transformation in line with its commitment to keep improving its overall customer experience. With all the great strides the airline has taken in online booking, check-in, manage booking and Charlie the chatbot, it will discontinue its Philippine hotline numbers by 1 May.
CEB began ramping up its customer-first initiatives through digital innovation in 2017 when it was among the first airlines in Asia to invest in an integrated facility and technology for social intelligence and customer engagement. This head start has equipped the carrier to adjust quickly to address everyJuan’s needs amid the Covid-19 pandemic, mainly through its social media channels manned by the CEB Customer Care Agents.
In the first quarter of 2021, the airline noted a total of 87 percent of its passengers maximize its website to book flights directly in the platform. Along with this, 67 percent of CEB passengers conveniently managed their bookings online, specifically during flight disruptions.
In the past year, the carrier has further improved its self-service options, now allowing everyJuan to not only choose their preferred flexibility options easily through bit.ly/CEBmanageflight, but even to correct and update information as needed, manage group bookings online, and receive notifications via email or SMS, among others. The carrier also recently waived change fees permanently, enabling passengers to rebook as many times as needed.
Passengers can simply message Charlie via the Cebu Pacific website or the official CEB Facebook page. Its official Twitter page also remains active.
Meanwhile, for more information on Contactless Flight Guidelines, flexibility options, updated network, travel document requirements, FAQs and the like, passengers may visit bit.ly/CEBFlightReminders.
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