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Jambojet partners with Safaricom to support call center

Low cost airline can handle higher call traffic as demand for tickets continues to grow

May 19, 2014

Kenya’s low cost carrier Jambojet has partnered with the country’s largest communications services provider, Safaricom, to strengthen its customer service platform as it continues to register increased ticket sales. Through the partnership, Jambojet will lease Safaricom’s Call Centre facilities, the largest and most advanced in the region, to attend to customer queries.

Jambojet, which launched domestic flights to key cities in Kenya on April 1 this year, says the deal with Safaricom is expected to provide the level of scalability required to cope with the fast growth in passenger numbers it has continued to experience.

“The number of phone calls we received in April was more than expected and we therefore could not service the customers the way we would like to. With Safaricom, we have more than doubled our call handling capacity,” said Willem Hondius, CEO of Jambojet. He added that with the additional capacity from Safaricom, the carrier can comfortably scale up its call center in case it overshoots its current capacity. “We are delighted to be working with Safaricom given their experience and scale,” noted Hondius.

Safaricom’s Director of Customer Care, Pauline Warui, noted that Business Process Outsourcing (BPO) provides companies with the flexibility to hand over work to experts thus allowing them to focus on delivering on their key competencies. “Safaricom runs the largest, busiest and the most technologically advanced Call Centre in the region. Subsequently, this has placed us in a good position to outsource this expertise to other organizations in the country with much success. We are therefore glad to have Jambojet on board in what we believe will be a successful partnership,” she said.

With tickets starting as low as Ksh2,850 ($33) one way, Jambojet is keen on tapping the large number of Kenyans who pay a similar amount for an eight to ten hour road trip between Nairobi and Mombasa, a distance of 500 kilometers.




Jambojet goes live

Move paves way for online bookings ahead of inaugural domestic flights scheduled for April 1, 2014

Thursday, February 27, 2014, the online portal for Kenya’s low cost carrier Jambojet has officially gone live and travellers can book and pay for their travel fares from today through the Internet as the airline prepares to take to the skies on April 1. went live on Wednesday night. With this development, customers can now pay for flights using their mobile phones, making it cheaper and easier to book flights on the airline which is offering fares as low as Ksh 2,850 ($33) one way from Nairobi to Mombasa (all inclusive of applicable fees).

Besides, customers can also book flights through the Kenya Airways’ sales offices and call center. The first flight on April 1 is expected to take off at 6.45 a.m. to Kisumu followed by 7.30 to Mombasa and 2.30p.m to Eldoret. Initially, the airline will fly twice daily to Kisumu, six times to Mombasa and to Eldoret once a day.

“I am pleased to announce that is now live and customers can book flights using this convenient and accessible platform which complements existing Kenya Airways’ sales channels while also delivering our promise of affordable air travel,” said Jambojet CEO, Willem Hondius.

The platform allows Jambojet customers to pay as they book their flights; the confirmation is sent to the customer via SMS within a few minutes of payment. It also has unique features such as the ability to remember every user and their mobile number making future transactions easier., the online portal developed by Cellulant is one of the strategies Jambojet has adopted to keep costs low and thus deliver on its key customer proposition of affordable air travel. Customers can pay from M-Pesa, using the platform which is riding on Cellulant's next generation Consumer Payment Gateway 5.0., a subsidiary of Kenya Airways, will initially fly on domestic routes to Mombasa, Eldoret and Kisumu before going regional to Bujumbura, Kigali, Dar-es-Salaam, Mwanza, Zanzibar, Kilimanjaro and Addis Ababa in due course.