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Cebu Pacific accelerates digital transformation—to discontinue CEB PH call center by May 1

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Cebu Pacific is continuing its move to digital services like online booking, check-in, and more. Its PH hotlines will be discontinued starting May 1.
Cebu Pacific accelerates digital transformation—to discontinue CEB PH call center by May 1
Cebu Pacific is moving to digital solutions, shuts down PH hotlines

Cebu Pacific hotlines to go offline to welcome digital transition

Cebu Pacific aims to speed up its digital transition to keep improving its overall customer experience. Great strides have been made in the airline's online booking, check-in, booking management, and Charlie the chatbot. However, Cebu Pacific's PH hotlines will be going offline by May 1, 2021.

The Cebu Pacific digital customer-first initiatives started in 2017. This head start has equipped the carrier to adjust quickly to address every Filipino's needs amid COVID. This was done mainly through its social media channels manned by CEB Customer Care Agents.

In the first quarter of 2021, the airline noted a total of 87% of its passengers maximize its website to book flights directly on the platform. Along with this, 67% of CEB passengers conveniently managed their bookings online, specifically during flight disruptions.

CEB's Charlie the chatbot first went online in 2018. It is able to answer common customer queries and handle common transactions such as flight schedule and status, check-in process, itinerary and boarding pass retrieval, and more.

In the past year, self-service options also improved such as enabling every passenger to not only choose their preferred flex options via this link but even correct and update information as needed, manage group bookings online, and receive notifications via email and SMS.

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