Cebu Pacific Becomes Southeast Asia’s First Airline to Transform Customer Experience with Generative AI

Cebu Pacific, the Philippines’ leading airline, is proud to announce its partnership with Ada, a global leader in AI customer service, to launch the airline’s first generative AI Agent. This pioneering move makes Cebu Pacific the first airline in Southeast Asia to fully embrace generative AI for customer support across channels.

The airline, known for making every Juan’s travel experiences accessible and enjoyable, is taking its customer service to new heights. With Ada’s state-of-the-art AI management platform, Cebu Pacific is enhancing how customers interact with the brand across multiple touchpoints, delivering 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 new AI Agent will initially support Cebu Pacific passengers by automating common inquiries such as flight bookings, itinerary changes, and travel documentation requirements. Operating 24/7, it ensures customers receive support in real time.

Ada’s generative AI capabilities also enable personalized and context-aware responses, making interactions more meaningful. Furthermore, the AI Agent integrates seamlessly with Cebu Pacific’s systems, providing customers with accurate information about their bookings, flight statuses, and more.

“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 & Technology Officer at Ada. “Through our partnership, we’re empowering Cebu Pacific to not only scale their support across channels and markets but also to 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.”

Cebu Pacific’s collaboration with Ada underscores its vision of making every travel interaction extraordinary. As the airline scales its AI capabilities across customer service channels, it will continue exploring new use cases to further elevate the customer experience, including proactive notifications, multilingual support, and intelligent recommendations for travelers.

The AI Agent launch is a key part of Cebu Pacific’s long-term strategy to innovate sustainably and deliver consistent excellence for its passengers. For more information about Cebu Pacific and its latest initiatives, visit www.cebupacificair.com.