The Philippines’ national flag carrier, Cebu Pacific, reaffirms its full commitment to speed up its digital transformation, in line with its commitment to make travel more convenient and accessible amidst the Covid-19 pandemic.
CEB is improving overall customer experience by enhancing its online booking, check-in, manage booking, as well as CEB’s virtual assistant named ‘Charlie the chatbot’.
“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,” said Candice Iyog, CEB Vice President for Marketing and Customer Experience.
“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,”.
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
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.”