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- Cebu Pacific began ramping-up its customer-first initiatives through digital innovation as early as 2017—making CEB one of the first airlines in Asia to invest in an integrated facility and technology for social intelligence and customer engagement
- The vital digital transformations and systems it had adopted early on—including bolstering its social media channels manned by the CEB Customer Care Agents—helped in addressing passengers’ needs amidst the pandemic
Dubai, UAE:
The Philippines' largest national flag carrier, Cebu Pacific (PSE: CEB), reaffirms its full commitment to speed up its digital transformation, in line with its staunch resolve to make travel more convenient and accessible amidst the COVID-19 pandemic.
CEB has taken great strides in continuously improving overall customer experience by enhancing its online booking, check-in, manage booking, as well as CEB’s virtual assistant named ‘Charlie the chatbot’.
The carrier has begun ramping-up its customer-first initiatives through digital innovation in 2017—making CEB one of the first airlines in Asia to invest in an integrated facility and technology for social intelligence and customer engagement.
“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 prioritise 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, CEB Vice President for Marketing and Customer Experience.
This has spurred CEB ahead of everyone else in the Philippine aviation sector in terms of keeping pace with necessary changes when the COVID-19 pandemic struck. The vital digital transformations and systems it had adopted early on—including bolstering its social media channels manned by the CEB Customer Care Agents—helped in addressing passengers’ needs amidst the pandemic.
In the first quarter of 2021, a total of 87 per cent of CEB passengers had maximised its website to book flights directly in the platform. Along with this, 67 per cent of passengers conveniently managed their bookings online, specifically during flight disruptions.
CEB’s very own ‘Charlie the chatbot’ was introduced in 2018, in order to enable passengers to receive real-time answers to common queries and transactions such as flight schedule and status, check-in process, itinerary and boarding pass retrieval, and the like; or lead them to the right steps to address their concerns. Charlie’s range of capabilities has since been improved and is now able to respond to more queries, without the need to talk to an agent.
Iyog said: “Rest assured Charlie, along with our Customer Care team, are online 24/7 to assist everyone. 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.”
Last year, the carrier has further upgraded its self-service options, allowing everyone to not only choose their preferred flexibility options easily through https://bit.ly/CEBmanageflight , but also to correct and update information as needed, manage group bookings online, and receive notifications via email or SMS, amongst others. The carrier also recently waived change fees permanently, enabling passengers to rebook as many times as they need.
Passengers can simply message Charlie via the Cebu Pacific website or the official CEB Facebook page. Passengers may also check out CEB’s official Twitter page.
Meanwhile, for more information on Contactless Flight Guidelines, flexibility options, updated network, travel document requirements, FAQs and the like, passengers may visit https://bit.ly/CEBFlightReminders
-Ends-
About Cebu Air Inc. (PSE: CEB)
Cebu Air Inc. is the largest carrier in the Philippine air transportation industry, offering its low-cost services to more destinations and routes with higher flight frequency within the Philippines than any other airline.
The CEB network operates flights out of seven strategically placed hubs in the Philippines: Clark, Davao, Cagayan de Oro, Kalibo, Cebu, Iloilo and Manila.
The Cebu Pacific fleet is comprised of 74 aircraft—eight (8) Airbus A321NEO, five (5) A320NEO, seven (7) Airbus A321CEO, 25 Airbus A320CEO, seven (7) A330, one A330 Freighter, six(6) ATR 72-500, 13 ATR 72-600, and 2 ATR Cargo Freighters. CEB boasts of one of the youngest fleets in the world, with an average fleet age of five (5) years.
A member of the International Air Transport Association (IATA), Cebu Pacific has achieved full compliance with IATA Operational Safety Audit (IOSA)—considered as the benchmark of the highest standards for safety in the airline industry, joining a roster of over 425 airlines worldwide that have strictly complied with the most stringent of international standards governing aviation safety.
The airline has also been conferred with a 7/7-star rating by global airline quality rating company AirlineRatings.com due to its utmost compliance with the safety measures against coronavirus disease (COVID-19). CEB’s multi-layered approach to safety, which is implemented in accordance with global aviation standards, has scored perfectly in seven categories of AirlineRatings.com, including: COVID-19 website information and instructions, social distancing while onboarding, flight attendant’s personal protection equipment, compulsory wearing of face masks, modified meal service, passenger’s sanitiser kit, and deep disinfection of aircraft.
For bookings and enquiries, guests can visit www.cebupacificair.com . The latest seat sales can be found on CEB’s official Twitter (@CebuPacificAir) and Facebook pages. Guests may also download the Cebu Pacific official mobile app on the App Store and Google Play.
For media enquiries, please contact:
Rain Dimalanta
Marketing & PR Specialist
rain@newperspectivemedia.com
+971 4 244 9642
© Press Release 2021
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