Most people think that the travel experience starts when you get to the airport or board a plane for your flight. However, it is also safe to say that the travel experience begins the moment that you research about your next destination, look for accommodations and the time that you finally book your flight. Hassles during the booking process or delayed responses when you leave an inquiry can dampen the excitement.
Last August, Cebu Pacific’s Customer Command Center went online for the sole purpose of driving its customer-first initiative by improving customer care. The CEB command center is manned by 55 personnel that monitors CEB’s official Facebook and Twitter pages, handles schedule changes through the hotline and provides updated information in case of flight disruptions due to the weather. Since the facility became active, social media response time became significantly faster from 2 days to hours and in some instances, as fast as 8 minutes.
“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.
They key is to provide timely information and relevant data so the customers are up to speed with what’s happening in their flight and if changes are to occur.
Shashank Nigam, CEO of SimpliFlying, a leading global aviation marketing consulting firm, for his part, noted that social media has become integral to keeping conversations and engagement with customers. In its Airline Social Media Outlook for 2017, SimpliFlying found that social media teams have proven critical to airlines even in handling travel disruptions.
Nigam said that, “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.”
With Cebu Pacific’s Customer Command Center now in place, perhaps travelers can hope that they can get excellent and efficient service even when traveling on a budget.