Cebu Pacific to discontinue PHL hotline as it shifts to digital channels

Gokongwei-led budget carrier Cebu Pacific said Thursday it will discontinue its Philippine hotline numbers by May 01, 2021 as it ramps up its digital transformation efforts.

In a statement, Cebu Pacific said it continues to speed up its digital transformation in line with its commitment to keep improving its overall customer experience.

The airline said it has taken in online booking, check-in, manage booking, and “Charlie the chatbot.”

Cebu Pacific said it began ramping up its customer-first initiatives through digital innovation in 2017,  investing in an integrated facility and technology for social intelligence and customer engagement.

In the first quarter of 2021, the airline said it saw a total of 87% of its passengers maximize its website to book flights directly on the platform.

Likewise, around 67% of passengers managed bookings online, specifically during flight disruptions. 

“We are glad to have started our digital transformation journey even before the pandemic, because we have come to rely on it in this new normal environment. We continue to prioritize the safety and convenience of our passengers, that is why we have accelerated our digital efforts to support contactless and self-service processes,” said Candice Iyog, Cebu Pacific vice president for Marketing and Customer Experience. 

“Passengers can simply message Charlie via the Cebu Pacific website or the official CEB Facebook page. Its official Twitter page also remains active during this time,” she said.—LDF, GMA News