Airtel Africa has reiterated its commitment to enhancing customer experience through investments in its network, advanced technologies, and strategic partnerships. The company's Chief Executive Officer, Sunil Taldar, made this statement at the beginning of Customer Service Week 2026. The theme of this year's event, "The Extra Mile", aligns with Airtel Africa's goal of improving customer experience. Taldar emphasized that the company will continue to transform customer experience by listening to consumers and responding to their expectations.
Airtel Africa has made significant investments in its network, adding over 3,250 new sites and 3,200 kilometres of fibre in the last year. The company has also expanded its retail outlets, distribution channels, and artificial intelligence tools to improve customers' digital experience. Additionally, Airtel Africa has introduced an AI-powered Spam Alert service to protect customers from spam and potentially fraudulent messages. This service is available free to subscribers and identifies and blocks suspected spam SMS messages.
One of Airtel Africa's recent innovations is the commercial deployment of direct-to-device satellite connectivity in underserved rural communities. This technology enables customers with compatible smartphones to remain connected in areas beyond the reach of terrestrial mobile networks, provided they have a clear view of the sky. This development aims to unlock extraordinary opportunities for people, businesses, and economies across the continent.
Meanwhile, MTN Nigeria has started distributing automatic airtime credits to subscribers as compensation for poor network quality. The compensation covers network quality deficiencies recorded between February and April 2026. This move follows directives by the Nigerian Communications Commission (NCC) and the Federal Competition and Consumer Protection Commission (FCCPC) requiring operators to compensate subscribers affected by prolonged or repeated service failures.
MTN subscribers began receiving notifications of the compensation on Sunday, with credits varying significantly among customers. However, some customers have raised questions about how the compensation is calculated, who qualifies, and whether the intervention adequately addresses wider consumer complaints in the telecommunications sector. One subscriber who received N20 questioned the amount, alleging that his mobile data had repeatedly been depleted without corresponding usage.
In response, MTN clarified that the credit should not be interpreted as compensation for the subscriber's data depletion complaint. The company emphasized that the compensation relates only to network quality and not data depletion. MTN's move aims to address concerns about poor network quality, but some customers remain sceptical about the effectiveness of the compensation.
Airtel Africa's employees will join frontline teams across its 14 markets to engage customers, assess their experiences, and identify ways to improve service delivery. The company aims to continue improving customer experience by listening to consumers and responding to their expectations. As the telecommunications sector continues to evolve, both Airtel Africa and MTN Nigeria face challenges in meeting customer expectations and providing reliable services.
Key points
- Airtel Africa commits to improving customer experience through investments in its network and advanced technologies.
- MTN Nigeria compensates subscribers for poor network quality, following directives from regulatory bodies.
- The compensation for MTN subscribers varies significantly, raising questions about calculation and effectiveness.
