Cebu Pacific said Thursday it would soon retire its Philippine hotlines as its customer service goes fully digital.
Effective May 1, the airline's hotline numbers will cease to operate. Customers can instead message its chatbot called Charlie through the Cebu Pacific Facebook page or website. Self-service mechanisms on its website were made easier to use, the company said.
Since 2017, the company has been gaining head in digital innovation when it became one of the first airlines in Asia to invest in an integrated facility and technology for social intelligence and customer engagement, the carrier said.
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Introduced in 2018, Charlie the chatbot offers answers to common flight-related inquiries in terms of schedule, status, check-in process, itinerary and boarding pass retrieval, among others.
It aims to relieve the pain of having to talk to an agent or going to ticketing offices, which can be quite gruelling during the pandemic.
The carrier recently waived transaction fees for flight changes such as rebooking permanently, easing customer woes regarding unpredictable travel restrictions due to the long-running lockdowns.
“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,” said Candice Iyog, the company's vice president for Marketing and Customer Experience.
Editor's Note: Cebu Pacific is part of JG Summit Holdings, as is Summit Media, which publishes Reportr.World.
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