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CEB: Majority of flyers tapped flexible options

Budget carrier Cebu Pacific (CEB) said on Tuesday majority of its passengers have availed of its preferred flexible option online, reflecting the growing demand for digital solutions even in the aviation industry.

Cebu Pacific VP for Marketing and Customer Experience Candice Iyog said 96 percent of the carrier’s passengers have utilized the digital flexible option solution last month, enabling them to remotely 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,” she said in a statement.

Cebu Pacific beefed up its digital transformation efforts during the pandemic, introducing digital service improvements such as correcting misspelled names within 24 hours from flight booking, birthdate, nationality, salutations, and contact details.

It also enhanced its chatbot Charlie to allow passengers to get real-time answers to the most common questions. This shift is in line with Cebu Pacific’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,” Iyog said.

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.

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