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Cebu Pacific takes a step towards becoming customer-first

Nurdianah Md Nur | Oct. 17, 2017
Its new 24/7 command centre is equipped with social monitoring, publishing and engagement tools to address travellers' concerns and enquiries.

Flight
Credit: Storyblocks

Cebu Pacific (CEB) -- a carrier in the Philippines -- recently launched a Customer Command Centre to improve and personalise communications with its customers.

The command centre is equipped with social monitoring, publishing and engagement tools to address travellers' concerns and enquiries 24/7. The 55 integrated customer care personnel not only man CEB's official Facebook and Twitter pages, but also handle schedule changes through the hotline.

For the latter, the team works closely with the airline's Network Control Centre, especially during weather or other flight disruptions, to provide passengers with the most updated information and options.

According to CEB, response time on CEB's official social media pages has shortened from two days to eight minutes, since the facility went live in August.

"The Customer Command Center is the physical representation of our enhanced customer-first efforts. Our long-term goal is to build lasting relationships with our customers, and this is an airline-wide initiative, driven by data, technology and a lot of heart," said Candice Iyog, vice president for Marketing and Distribution of Cebu Pacific.

According to CEB, the facility is part of its broader transformation, which aims to entrench customer care and passenger experience in the airline's operations.

 

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