With most passengers opting for self-service in booking and managing their flights online, Cebu Pacific (CEB) decided to discontinue its Philippine hotline numbers by next month, May 1, 2021.
In the first quarter of this year, the airline noted a total of 87 percent of passengers maximized its website to book flights directly in the platform.
Along with this, 67 percent of CEB passengers managed their bookings online, specifically during flight disruptions.
CEB was among the first airlines in Asia to invest in an integrated facility and technology for social intelligence and customer engagement in 2017.
The following year, CEB introduced Charlie the chatbot 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.
Since then, CEB continued to improve on Charlie and the chatbot now responds to more queries. Most clients found they don’t have to talk to an agent anymore.
“We are glad we started our digital transformation journey even before the pandemic because we have come to rely on it in this new normal environment,” says
Candice Iyog, CEB Vice President for Marketing and Customer Experience.
“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,” she pointed out.
In 2020, the carrier further improved its self-service options, allowing passengers to correct and update information as needed, manage group bookings online and receive notifications via email or SMS, among others.
CEB also waived change fees permanently, enabling passengers to rebook as many times as they need.
“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,” Iyog stressed.
Passengers can simply message Charlie via the Cebu Pacific website or the official CEB Facebook page.
Its official Twitter page also remains active during this time.