Philippine-based carrier Cebu Pacific has launched a 24/7 customer command center that will cater to the travelers’ concerns and inquiries.
The Gokongwei-owned airline’s command center based in Pasay City is equipped with social monitoring, publishing, and engagement tools that would update travelers with relevant information and options they need to know.
The 55-member team of the command center also works with Cebu Pacific’s Network Control Center to have a fast access to information regarding weather updates or any flight disruptions.
Aside from using their official Facebook and Twitter pages, Cebu Pacific’s customer command center will also use a hotline, especially during schedule changes, to increase their customers’ awareness and engagement.
Moreover, the customer command center aims to make their customers understand how Cebu Pacific’s services are resonating with them.
“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,” Candice Iyog, Vice President for Marketing and Distribution of Cebu Pacific, said.
SimpliFying, a global aviation marketing consulting firm, planned the command center strategy for Cebu Pacific last year.
Shashank Nigam, CEO SimpliFlying, said Cebu Pacific’s command center is a testament to the airline’s commitment to making their customers informed.
“Cebu Pacific is the first low-cost carrier in Asia to invest in a 24/7 customer command center. It is a testament to Cebu Pacific’s commitment to its customers, by using social media to reach and respond to passengers when it’s needed the most,” he said.
The airline company said this is a part of doubling their customer-first efforts. Recently, they invested Php100 million for 35 Disabled passenger Lifts for persons with disabilities.
Photo source: Cebu Pacific Press Release
