Cebu Pacific introduces chatbot Charlie, the all-around online travel assistant of Cebu Pacific

Meet Charlie, the all-around online travel assistant of Cebu Pacific

Manila, Philippines — Have you ever been impatient while waiting for hours just to get a response from an inquiry regarding a certain service? Don’t worry, us too. But the leading Philippine carrier Cebu Pacific upped their game and introduced something exciting to their passengers. Meet Charlie, the all-around online travel assistant of Cebu Pacific.

Meet Charlie, the all-around online travel assistant of Cebu Pacific
Meet Charlie, the all-around online travel assistant of Cebu Pacific

What better way to provide an urgent response to passengers and inquiries, rather than a convenient customer service by launching Charlie last January 2019. Charlie is an online chatbot taught to respond to a multitude of customer concerns 24/7. This is very much alike to digital assistance launched by Singapore Airlines, London Gatwick Airport and Sendai Airport in Japan.

With a total of 393,000 passengers since its test run in January, attending to travelers’ concern is much easier with immediate replies via Charlie. The chatbot can help with last-minute arrangements for flights and urgent concerns regarding travel plans. Charlie can assist both first-time and seasoned travelers on the entirety of their travel journey. Just message him via the Cebu Pacific website, or through the carrier’s official Facebook page, and he can assist in checking in for flights, and even provide the itinerary or boarding passes. Another thing is, you can even ask Charlie regarding Cebu Pacific promos.

We’ve always talked about being an enabler of fun and accessible travels, and as part of our thrust to enhance customer experience with the airline, we created Charlie

Candice Iyog Vice President for Marketing and Customer Experience at Cebu Pacific


She also added that they aim at providing convenience and helpful information within their travelers’ fingertips.

Charlie may also lead you to relevant information about other offerings such as premium seat selections, inflight meals, and baggage allowance. All you have to do is type in your query in English one at a time; or choose from the suggested topic suggestions when you open the chatbot.

“Charlie still has a long way to go in terms of learning – just like any chatbot. Rest assured, we are continuously working on expanding Charlie’s knowledge to provide our passengers with the best customer experience possible,” added Iyog.

To test how effective and reliable the new chatbot is, you can now say “Hi!” to Charlie via the official Cebu Pacific Facebook page or website,

Searching for best hotels and affordable flights? Check out our complete list of affordable hotels and resorts via Agoda or you may also see available Airbnb properties in the city.

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