BUDGET carrier Cebu Pacific (CEB) on Tuesday said it saw 96% take-up of flexible options through its self-manage portal, indicating high acceptance of the airline’s digital self-service capabilities.
The airline said it provided flexible options to its customers with flights from Jan. 10 to 31 to allow them to conveniently adjust their travel dates as needed.
“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,” the budget carrier said in a statement.
Candice A. Iyog, vice-president for marketing and customer experience at Cebu Pacific, said the company believes this is the way forward for travel.
“We are very happy to see that majority of our guests have accepted our digital self-service platforms,” she added.
It was during the pandemic when the airline made some changes to its online platforms as part of its efforts to implement contactless transactions.
These improvements include correcting misspelled names within 24 hours from flight booking, birthdate, nationality, and salutations.
“Even contact details can now be upgraded by guests on their own,” the airline noted.
“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,” it added. — Arjay L. Balinbin
