On the second year of being in quarantine due to the pandemic, the Philippines’ leading carrier, Cebu pacific (PSE: CEB) carry on by accelerating their digital transformation in line with its commitment to keep improving its customer experience.
This comes along with their online booking, check-in, manage booking, and Charlie the chatbot, because of this their Philippine hotline numbers will stop operating by May 01, 2021
CEB have been doing this digital innovation since 2017 to fulfill their ramping up to their customers and provide great service and have been the first airlines in Asia to invest in an integrated facility and technology for social intelligence and customer engagement, as of this they are prepared when COVID happened and quickly to address everyJuan’s needs, mainly through its social media channels manned by the CEB customer care agents.
“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, CEB Vice President for Marketing and Customer Experience.
a total of 87% of its passenger maximize its website to book flights directly on the platform, in the first quarter of 2021. Along with this, 67% of CEB passengers conveniently managed their bookings online, specifically during flight disruptions
The chatbot Charlie have been CEB’s very own digital assistant as it was introduced in order to inform and answer the customers about their questions that they are asking real-time about their 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.
“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.
In the past years, this digital transformation have been really helpful, not just to customers but to CEB itself. It improves self-service options, now allowing everyJuan to not only choose their preferred flexibility options easily https://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 they need.
For more information, FAQS, and other inquired, passengers may visit https://www.cebupacificair.com/Pages/travel-with-peace-of-mind
