From L-R: Arlene Tena, Director for Passenger Sales; Michael Ivan Shau, CEB Chief Operations Officer; Candice Iyog, CEB Vice President for Marketing and Distribution; Milen Jabson, Director for Ticketing.
Leading Philippine carrier Cebu Pacific has re-opened its organic Ticket Office at the Ninoy Aquino International Airport (NAIA) Terminal 3, installing an automated customer flow management system to create more customer-centric business processes and operations. The new ticket office also incorporates self-booking kiosks and express counters for maximum service efficiency.
Located at the Departure level of the NAIA Terminal 3 (near the multi-level parking structure), the ticket office is open 24/7 to cater to the needs of Cebu Pacific passengers. It is equipped with a cloud-based Queue Management System (QMS), which gives the ability to see the real-time length of customers' waiting times, allowing manpower and prioritization of services where there is high demand.
The ticket office also has self-service kiosks that will enable passengers to book and pay for flights without ever having to queue for an available ticket agent. Each kiosk is equipped with a large touchscreen that makes it easier to navigate CEB booking applications. The kiosks are also scalable and by 2019, these will also be able to process additional transactions such as booking changes, cancellations, creating travel funds for unused or cancelled tickets and credit card payments via the integrated payment acceptance module. The kiosks are also being eyed to facilitate check-in for flights.
"Our Airport Ticket Offices run on high customer volume throughout the day, with majority of transactions for last-minute flight purchases. Faster processing time for transactions will make the experience easier and more convenient for our customers. Adopting digital innovations will enable us to make customer experience as seamless as possible," said Candice Iyog, Vice President for Marketing and Distribution at Cebu Pacific.
The new CEB Ticket Office also boasts of a vibrant design and ambience, taking into account space usage, as well as customer traffic flow and comfort. The QMS will allow for demand forecasting and manpower planning, which in turn will enable Cebu Pacific frontliners to manage customer concerns more pro-actively.
The new ticket office is part of investments Cebu Pacific has made towards improvements in customer experience. As of September 2018, CEB flew 15.1 Million passengers across 37 domestic and 26 international destinations on over 2,500 flights weekly.