A few years ago, contactless flights seemed impossible in the travel sector of our country. Because of the COVID-19 pandemic, new normal was forced into everyone’s lives. It also paved the way for customers to have easier access as many businesses upgraded their strategy to ramp up digital transformation efforts. Cebu Pacific made sure to keep up with the digital new normal by making contactless flights possible for the safety and convenience of its passengers.
Through its new technology, products, and services, CEB is a digital innovation and transformation leader, redefining the customer experience and booking behavior.
Cebu Pacific Vice President of Marketing Customer Experience, Candice Iyog, stated, “Even before the pandemic, our focus has always been the safety and overall journey of our passengers.”
New self-service options
Cebu Pacific has improved its ‘Manage Booking’ page to allow passengers to fix and update information as needed, such as misspelled names, birthdates, and addresses; manage group bookings conveniently; change contact information to get notifications email or SMS directly.
Self-service bag-tagging kiosks at NAIA Terminal 3 have also improved the airline’s online check-in experience, reducing physical contact between passengers and crew, and making the journey even safer and more contactless.
24/7 seamless customer service
Apart from ordinary seat sales, CEB offers various services to make everyJuan’s journey more convenient; including in-flight meals, seats, baggage allowance, insurance, hotel partners, and transfers. All of these can be added online using the CEB website or mobile app which is conveniently accessible from the comfort of your own home.
Furthermore, the airline improved its Charlie chatbot which can now instantly address more common concerns of guests flying with CEB, such as flight schedules and status, check-in process, itinerary, and boarding pass retrieval; or direct them to the proper steps to address their concerns, all without having to speak with an agent.
World-class sanitation and disinfection
To protect the health of its crew and passengers, Cebu Pacific has implemented significant enhancements to its safety and sanitary protocols. Before and after each flight, all aircraft are subjected to extensive sanitation and disinfection to comply with global aviation standards.
Approximately 95% of CEB’s flying pilots and cabin crew have already been vaccinated, and the company aims to be fully inoculated by October of this year.
Furthermore, the company ensures that all of its passengers have access to the most cost-effective RT-PCR tests as they prepare for travel. It now offers an exclusive rate of PHP 2,500 for RT-PCR tests and PHP 675 for antigen tests through its laboratory partners.
Award-winning safety protocols
“CEB has been revolutionizing the future of travel in the country through its numerous digital innovations. We believe this is the way forward, and we are on the right track as we continue to empower our passengers through our self-service processes. You can count on us to continue improving our service for everyJuan for #MoreSmilesAhead,” Iyog stated.
These efforts resulted in Cebu Pacific receiving a 7-star safety rating for COVID-19 compliance, the highest safety score given by AirlineRatings.com.
