Many Filipinos have turned to Facebook as the world’s largest center for complaints. When encountering issues with a service, such as an airline, they often resort to posting on Facebook, thinking that publicly shaming the airline will lead to justice. They believe that their problems will be swiftly resolved through public shaming or creating “awareness,” but this approach does not always work. What is effective, however, is directly filing a complaint with the airline. Some airlines, like Cebu Pacific, have established a Customer Command Center, a dedicated department that handles all customer queries, commendations, and complaints.
Cebu Pacific takes all customer feedback seriously. While some issues may require time to resolve depending on their complexity, the airline is committed to addressing customer concerns. All customers need to do is reach out to the airline.
Cebu Pacific Customer Command Center
Opened in 2017, Cebu Pacific’s Customer Command Center is the hub for receiving customer feedback, queries, concerns, complaints, and commendations. This includes messages from their chatbot Charlie, email, website, and social media pages. While Cebu Pacific monitors social media posts about them, customers are encouraged to email or message Cebu Pacific directly for a more direct and effective response.
Operating 24/7 with 29 agents every day, the Customer Command Center ensures prompt responses to customer chats, often within 15 seconds. For concerns like flight disruptions and sudden cancellations, the CCC has sufficient staff to handle queries and assist with rebooking.
Cebu Pacific’s messenger is powered by a chatbot named Charlie. However, customers seeking assistance from a live agent can request one. Each live agent can manage up to three simultaneous chats.
The CCC room features multiple monitors and dashboards to monitor all customer concerns and feedback, including a social media column to capture mentions of the airline on platforms like Facebook, X, and Reddit. This allows the CCC to act swiftly on issues.
Feedback is Taken Very Seriously
The CCC team meets daily with various airline departments to discuss the previous day’s customer interactions, including queries, complaints, and commendations. On average, the airline receives around 2,500 to 3,000 chats daily. An increase beyond 3,500 chats typically indicates a significant issue.
Weekly customer committee meetings and monthly customer champion board meetings are held to discuss escalations, concerns, complaints, and feedback, leading to decisions to improve customer service and experience.
Improving Services
Cebu Pacific continually enhances its services based on customer feedback. For example, the replacement of the beverage C2 with water was a direct response to customer preferences expressed in feedback. Another improvement is the implementation of gate change notifications, emphasizing the importance of providing accurate contact information.
Cebu Pacific’s Customer Command Center demonstrates the airline’s commitment to addressing customer feedback, concerns, and complaints. Witnessing the center’s operation reveals the dedication of agents ready to address customer needs. So, if you have concerns, feedback, or complaints, it’s recommended to directly contact your airline, like Cebu Pacific. This ensures your concerns are promptly attended to, avoiding the pitfalls of social media complaints.
First love never dies. I fell in love with airplanes and aviation when I was a kid. My dream was to become a pilot, but destiny led me to another path: to be an aviation digital media content creator and a small business owner. My passion for aviation inspires me to bring you quality content through my website and social accounts. Aviation is indeed in my blood and blog!
