Airtel Africa commits to delivering unmatched customer experience

What the report says

Airtel Africa has said it is stepping up efforts to improve service for its 183.5 million customers through continued spending on network expansion, newer technologies and partnerships aimed at widening coverage and capacity across the continent. The remarks were made in Dubai by chief executive Sunil Taldar at the start of Customer Service Week 2026, according to The Independent Uganda.

Taldar linked the company’s approach to the week’s theme, “The Extra Mile,” saying Airtel wants to improve customer experience by responding to feedback and adapting services to user needs. The article says the group sees digitisation and broader connectivity as tools to support digital and financial inclusion, especially in markets where access remains limited.

The company also pointed to recent infrastructure and product rollouts. These included a direct-to-device satellite service for some rural areas with compatible smartphones and a clear view of the sky, as well as more than 3,250 new sites and 3,200 kilometres of fibre added over the past year, along with investment in outlets, distribution channels and artificial intelligence tools.

Airtel Africa also highlighted its AI-powered Spam Alert service, which is offered free to subscribers to help identify suspected spam SMS messages. The company said employees will work with teams across its 14 markets to gather customer feedback and improve reliability and service quality.