FASTJET INTRODUCES NEW ENHANCEMENTS TO THEIR CUSTOMER SERVICES

We are pleased to announce the introduction of Percy Parbot our virtual assistant on the WhatsApp chat channel.

The introduction of our chatbot will support and guide our customers with online self-help enquiries through the chat options offered on our WhatsApp channel.

The facility offers customers convenience by sharing information and responses to frequent queries made to our WhatsApp chat service. The virtual assistant is available 24 hours a day, 7 days a week. It is an extension to the already established WhatsApp live-chat with a customer service agent, call centre, email, one-on-one personalised service at our fastjet travel shops and ticketing desks, and the multiple social media messaging channels.

During standard office hours and on Saturday mornings the chatbot service will provision the option for a live chat with a customer service agent on the same platform. The chatbot will guide customers to selecting the relevant option to transfer the chat to a live customer service agent.

As a further enhancement to the services offered to customers the operating hours of the Call Centre have been extended to provide support 7 days a week, including public holidays. This will offer greater flexibility and convenience to customers wish to plan, book, or amend their travel arrangements.

The standard operating hours for the Call Centre are Monday to Sunday, 08:30 to 18:00 hours, with reduced services on select public holidays. Due to current COVID-19 related restrictions the Call Centre will be closing at 15:30 hours in compliance with local regulations in Zimbabwe.  All revised updates to trading hours are published on our website.

We recently launched additional payment channels throughout Zimbabwe, with customers now having the option to pay for the flight bookings at any CBZ bank branch or Chicken Inn store throughout the country. 

We remain focused on building on our service offerings to customers, working to maintaining standards that deliver on our propositions of value, choice and flexibility.

 
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