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Cebu Pacific accelerates digital transformation to make travel more convenient, accessible for everyone amidst COVID-19 pandemic

Author: Theodore Koumelis / Date: Tue, 04/20/2021 - 08:26

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.

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 percent of CEB passengers had maximised its website to book flights directly on the platform. Along with this, 67 percent 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 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.


Theodore Koumelis

Co-Founder & Managing Director

Theodore is the Co-Founder and Managing Editor of TravelDailyNews Media Network; his responsibilities include business development and planning for TravelDailyNews long-term opportunities.