Cebu Pacific to Transform the Customer Experience with Generative AI

Cebu Pacific (CEB) announced its partnership with Ada, a global leader in AI customer service, to launch its first generative AI agent. This innovation positions Cebu Pacific as the first airline in Southeast Asia to fully integrate generative AI across its customer support channels.

Known for making travel accessible and enjoyable for every Juan, Cebu Pacific is elevating customer experiences by employing Ada’s advanced AI management platform. This partnership will enhance customer interactions across multiple touchpoints, ensuring instant, accurate, and human-like support at scale.

“Cebu Pacific has always been at the forefront of innovation, striving to provide extraordinary travel experiences. Partnering with Ada allows us to set a new benchmark in customer service by leveraging AI to better serve our passengers,” said Candice Iyog, Chief Marketing and Customer Experience Officer at Cebu Pacific. “This milestone underlines our commitment to providing quick and seamless solutions to our customers while optimizing operations.”

The AI Agent will initially handle common passenger inquiries such as flight bookings, itinerary changes, and travel documentation requirements, providing around-the-clock real-time assistance. With Ada’s generative AI capabilities, the airline will deliver personalized and contextually relevant interactions, ensuring more meaningful customer engagement. Additionally, Ada's seamless integration with Cebu Pacific’s existing systems guarantees accurate, timely updates on bookings and flight statuses.

“Cebu Pacific, the Philippines’ leading airline serving over 20 million passengers annually across 14 countries, is setting a bold example of how applied AI can transform customer service,” said Mike Gozzo, Chief Product and Technology Officer at Ada. “Through our partnership, we’re empowering Cebu Pacific to not only scale their support across channels and markets but also continually enhance the performance of their AI Agent. Ada’s platform is uniquely designed to help businesses like Cebu Pacific deliver outstanding experiences today while unlocking even greater value over time through continuous improvement by coaching and optimizing their AI Agent.”

This collaboration aligns with Cebu Pacific’s vision of transforming every customer interaction into an exceptional experience. As the airline expands its AI-driven capabilities, it will explore additional enhancements, including proactive notifications, multilingual support, and personalized travel recommendations.