By Ma. Cristina Arayata/PNA
MANILA — Cebu Pacific (CEB) has transformed its ticket office inside the Ninoy Aquino International Airport (NAIA) Terminal 3 into a 24/7 automated ticket system office.
Customers will no longer need to worry about long queues, since CEB has placed self-booking kiosks in the office, apart from the express service counters.
CEB executives were present during the office’s launch on Thursday. They noted that with this technology, passengers can now book and pay for their flights sans the presence of a ticket agent. The kiosks are user-friendly since these have large touch screens for easy navigation of the applications. The kiosks are equipped with a cloud-based queue management system (QMS) that will enable customers to see their approximate waiting time.
The QMS will thus help the airline plan for the appropriate manpower or frontliners that will manage customers’ concerns more efficiently, the executives noted.
By next year, the automated queuing system inside this office will also enable passengers to process cancellations and booking changes, among other transactions.
The CEB management also eyed to use these kiosks to enable flight check-ins in the future.
CEB vice president for marketing and distribution, Candice Iyog, said the airline is adopting digital innovations to provide better services and “seamless experience” to the passengers.
“This kind of (24/7 ticket office) is the carrier’s first. For other airports, we don’t have an organic ticket office but we continuously look at ways to improve customer experience,” CEB spokesperson Charo Lagamon told the Philippine News Agency (PNA).
The airline deals with a high volume of passengers everyday, and many of the transactions in CEB’s ticket offices are last-minute flight purchases, she added.
