Airtel Africa Marks Customer Service Week, Reaffirms Commitment to Exceptional Customer Experience

Airtel Africa has renewed its commitment to improving the experience of its 183.5 million customers across the continent through continued investment in network expansion, technology and strategic partnerships.

As the company marked the beginning of Customer Service Week 2026, Airtel Africa CEO, Sunil Taldar, said the company would continue to listen to customers, understand their needs and improve its services to meet their expectations.

“The theme of this year’s events, The Extra Mile, is aligned with our unwavering commitment to always go the extra mile for our customers by transforming their experience, listening to them, learning from them and acting on their needs and expectations,” Taldar said.

“By digitising our services and broadening access to connectivity, we are helping to unlock extraordinary opportunities for people, businesses and economies across the continent.”

Taldar also highlighted Airtel Africa’s recent commercial deployment of direct to device satellite connectivity in underserved rural communities. The service allows customers with compatible smartphones to stay connected in areas beyond the reach of conventional mobile networks, provided they have a clear view of the sky.

Over the past year, Airtel Africa has added more than 3,250 new sites and 3,200 kilometres of fibre infrastructure as part of efforts to improve network coverage and capacity across its markets.

The company has also invested in its retail outlets and other distribution channels while introducing new digital services aimed at improving how customers interact with the network.

As part of its efforts to protect customers from spam and potentially fraudulent messages, Airtel Africa also introduced its Spam Alert service, which uses automated technology to identify and block suspected spam SMS messages while providing subscribers with real time updates.

Taldar said Airtel Africa’s employees would also use Customer Service Week as an opportunity to engage directly with customers across its 14 markets.

“Our employees will join the frontline teams across our 14 markets to engage with our customers to feel their pulse and devise better ways of providing them with reliable and delightful services,” he added.

The company said its focus on network expansion, digital services and customer engagement reflects its broader goal of improving connectivity and supporting digital and financial inclusion across Africa.