The Philippines’ leading airline, Cebu Pacific (PSE: CEB), announces that 96% of its passengers have availed of their preferred flexible option online, indicating how the traveling public has adjusted to the airline’s digital self-service capabilities.
CEB has provided flexible options to its passengers with flights from January 10 to 31, 2022 to enable them to conveniently adjust their travel dates as needed.
“It has always been in our core purpose to put our customers’ needs first that is why we came up with options and online enhancements to enable everyJuan to Fly Easy with CEB. We still believe this is the way forward for travel and now we are very happy to see that majority of our guests have accepted our digital self-service platforms,” said Candice Iyog, Vice President for Marketing and Customer Experience.
The airline has continuously enhanced its online platforms to ensure a convenient and seamless experience for everyJuan. Born out of this pandemic are improvements that include correcting misspelled names within 24 hours from flight booking, birthdate, nationality, and salutations; even contact details can now be updated by guests on their own through http://bit.ly/CEBmanageflight.
Apart from this, the airline has also enhanced its chatbot Charlie to allow passengers to get real-time answers to the most common questions. This shift is in line with CEB’s direction to have all-digital customer service operations after it announced the closure of its call centers in May 2021.
“As we remain committed to continuous improvement, you can expect more enhancements from us that further support and enable a self-service journey for all,” added Iyog.
Apart from its website enhancements, the airline has also deployed self-bag tagging kiosks in some of its key domestic destinations in support of its existing contactless flight guidelines to further minimize physical interactions between passengers and staff.
CEB has attained 100% vaccination rate for its active flying crew through its very own employee vaccination program, JG Summit COVID Protect, and various partnerships with local government units in the country. It has already started its booster program to ensure the continued safety of its employees and passengers.