Airtel Africa CEO, Sunil Taldar
Susan Abayomi
Airtel Africa has reaffirmed its commitment to providing an exceptional customer experience to its 183.5 million customers through continued investment in network infrastructure, advanced technologies and strategic partnerships aimed at expanding coverage and capacity across the continent.
The company made this commitment as it commenced activities for Customer Service Week 2026, with its Chief Executive Officer, Sunil Taldar, emphasising the importance of going beyond expectations to improve the experience of customers across its 14 markets.
Speaking at the start of the week-long celebration, Taldar said the theme, “The Extra Mile,” reflects Airtel Africa’s commitment to continuously improving its relationship with customers by listening to them, learning from their experiences and responding to their needs and expectations.
He said, “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. 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 technology in underserved rural communities. The service enables Airtel customers with compatible smartphones to remain connected in locations beyond the reach of terrestrial mobile networks, provided they have a clear view of the sky.
Over the past year, Airtel Africa has deployed more than 3,250 new sites and added 3,200 kilometres of fibre, alongside significant investments in retail outlets and other distribution channels. The company has also increased its use of Artificial Intelligence (AI) tools as part of efforts to enhance customers’ digital experience.
As part of its efforts to protect customers from spam and potentially fraudulent messages, Airtel Africa pioneered its AI-powered Spam Alert service, which is available free of charge to all subscribers. The service is designed to identify and block suspected spam SMS messages while providing customers with real-time updates.
The company said its employees would also join frontline teams across its 14 markets during the Customer Service Week to engage directly with customers, better understand their experiences and identify improved ways of delivering reliable and enjoyable services.
About Airtel Africa
Airtel Africa is a leading provider of telecommunications and mobile money services, with operations spanning 14 countries across sub-Saharan Africa. Its integrated services include national and international mobile voice and data services, as well as mobile money solutions, serving more than 183.5 million customers.
The company’s strategy is focused on delivering a strong customer experience across its entire footprint while expanding digital and financial inclusion to transform lives across Africa, in line with its corporate purpose.
For more information, visit www.airtel.africa or connect with Airtel Africa on LinkedIn.
