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Thursday, April 15, 2021

Cebu Pacific continues to speed up its digital transformation

In the past year, Cebu Pacific has further improved its self-service options, now allowing everyJuan to not only choose their preferred flexibility options easily through 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. As I have managed to book my flight and paying on it via my laptop or smartphone. 


As the Philippines' leading carrier, Cebu Pacific (PSE: CEB), continues to speed up its digital transformation in line with its commitment to keep improving its overall customer experience. With all the great strides the airline has taken in online booking, check-in, manage booking, and Charlie the chatbot, it will discontinue its Philippine hotline numbers by May 01, 2021. 

 

CEB began ramping-up its customer-first initiatives through digital innovation in 2017 when it was among the first airlines in Asia to invest in an integrated facility and technology for social intelligence and customer engagement. This head start has equipped the carrier to adjust quickly to address everyJuan’s needs amid COVID, 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% of its passengers maximize its website to book flights directly in the platform. Along with this, 67% of CEB passengers conveniently managed their bookings online, specifically during flight disruptions.  

Cebu Pacific continues to develop its digital services such as online booking, check-in, manage booking, and Charlie the chatbot, while its Philippine hotline numbers will be discontinued effective May 1, 2021.

 

 

In 2018, CEB’s very own Charlie the chatbot was introduced 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. Since then, Charlie has been continuously improved and is now able to respond to more queries, without having to talk to an agent.  

 

“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.  

 

In the past year, the carrier has further improved its self-service options, now allowing everyJuan to not only choose their preferred flexibility options easily through 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. 

 

“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. 

 

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.  

 

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.       

6 comments:

  1. Galing naman. Keepsafe po sa lahat nag crew and passengers..

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  2. Galing naman talaga ng Cebu Pacific sa pagkakaroon ng digital transformation journey at pag improved ng self-service At higit sa lahat mas iniisip nila ang safety and pagiging comfortable ng mga pasahero.Kudos po.

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  3. so nice naman ng cebu pacific dahil meron na silang digital transforamtion journey talaga sure na safe and comfortable ang mga passengers keep safe po

    ReplyDelete
  4. Iba din tlga ang cebu pacific . 24/7 din tlga sila para ma.assist nila ang mga passenger . Hndi na din tlga ganun ka hussle 🤗❤️ (Apple Joy Camañero)

    ReplyDelete
  5. Yay 😍😍 ang nice po talaga ng Cebu Pacific.. Patuloy padin nila inuuna ang kaligtasan at kaginhawaan ang kanilang mga pasahero ,yun din ang mga dahilan nila kung bakit pinabilis nila ang pag susumikap sa digital na suportahan ang mga proseso ng walang contact at self-service.

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  6. I like that Cebu Pacific continues innovating its services for the convenience of its customers. These digital advancement will really makes transactions easier and hassle free.

    ReplyDelete

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