Airtel Kenya expands Mombasa footprint with new customer care hubs

Airtel Kenya has opened two new customer care centres in Mombasa as part of a broader strategy to expand its physical service network and improve customer experience as demand grows for telecom and mobile financial services.

The new outlets, located at Likoni Mall and Cannon Towers, were officially launched by Managing Director Ashish Malhotra and are expected to enhance service accessibility for customers across the Coast region.

The facilities are designed to reduce service turnaround times, strengthen in-person support, and provide easier access to Airtel’s mobile, internet, and Airtel Money services for households, small businesses, and enterprise clients.

The expansion comes as telecom operators increasingly balance digital service delivery with physical customer support, particularly in markets where face-to-face assistance remains critical for resolving issues such as SIM registration, mobile money setup, and network troubleshooting.

Airtel Kenya said the new Mombasa outlets form part of a wider plan to double its customer care footprint nationwide before the end of 2026.

The company aims to improve service access while supporting Kenya’s growing reliance on mobile connectivity and digital financial services, particularly among small businesses and informal traders who depend on reliable telecom services for daily operations.

Speaking at the launch, Malhotra said the expansion reflects Airtel’s commitment to bringing services closer to customers.

“We remain committed to investing in the customer experience by making Airtel products and services easily accessible wherever our customers are,” he said.

Customer Experience Director Goldermier Opiyo said the company is focused on delivering faster and more responsive support as it grows its subscriber base.

“Our focus remains on delivering seamless, responsive and efficient customer support as part of our strategy to enhance service excellence across the country,” she said.

Industry analysts note that while telecom services are increasingly digital, physical customer care centres still play an important role in onboarding new users, resolving complex issues, and supporting the adoption of services such as mobile money and internet connectivity.

The Coast region, including Mombasa, has seen rising demand for data services and digital payments, driven by tourism, trade, and a growing population of small and medium-sized enterprises.

By expanding its retail presence in the region, Airtel Kenya is positioning itself to capture a larger share of this demand while strengthening customer loyalty through improved service delivery.

The company’s latest move highlights a broader trend in Kenya’s telecom sector, where operators are investing not only in network infrastructure but also in customer experience as competition intensifies.

With plans to scale its service footprint across the country, Airtel Kenya is betting that closer proximity to customers will be key to sustaining growth in an increasingly digital and competitive market.

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