Case Study: Philippine Airlines achieves faster, more personalized customer support with Twilio Flex

Philippine Airlines earns passenger trust by transforming customer support with Twilio Flex

Philippine Airlines, the flag carrier of the Philippines, needed to modernize its legacy systems and deliver more personalized customer support for millions of passengers while recovering from a major crisis. The airline was looking for a way to improve service across disruptions, rebookings, refunds, and loyalty inquiries, and chose Twilio Flex to help transform its contact center operations.

With Twilio, Philippine Airlines unified customer communications across departments, gave agents better visibility into each passenger’s journey, and expanded automation and self-service. The results included average wait times dropping to under one minute, customer satisfaction rising to around 95%, about 45% of concerns resolved without a live agent, and roughly 30% monthly cost savings in customer service operations.

Philippine Airlines

Mark Anthony "Mac" Munsayac

Vice President for Customer Experience