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Cebu Pacific accelerates digital transformation, disables call centers in May

Aviation Updates Philippines – As part of Cebu Pacific's pursuit for digital transformation, the airline on Thursday announced the discontinuation of its Philippine call centers beginning May 1, 2021.

Photo from Cebu Pacific

In a bid to continue improving customer experience, the Philippines' largest budget airline said it is shifting away from the traditional form of customer support — consumer hotlines. This move also comes as Cebu Pacific made "great strides" in online booking, check-in, manage booking, and Charlie the chatbot.

Customers' feedback and concerns will now be handled through digital platforms, 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 on the platform. Along with this, 67 percent of Cebu Pacific passengers conveniently managed their bookings online, specifically during flight disruptions.

"We are glad to have started our digital transformation journey even before the pandemic because we have come to rely on it in this 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," said Candice Iyog, Cebu Pacific Vice President for Marketing and Customer Experience.  

Cebu Pacific also launched Charlie the Chatbot in 2018 through the airline's website. Charlie has provided guests with real-time information regarding their queries and concerns like flight schedule and status, check-in process, itinerary, and boarding pass retrieval, among others.

"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," added Iyog.

To receive customer support, passengers and guests may message Charlie via Cebu Pacific's website. Besides, they may also message the airline's social media accounts on Facebook and Twitter.

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