Airtel Kenya is aggressively expanding its physical presence with a bold plan to double its customer service footprint across the country before the end of the year.
This strategic move was highlighted during the official opening of new customer care shops at Spur Mall and Nord Mall in Ruiru, as well as at Galana Energies along the Eastern Bypass.
These new outlets are designed to bring essential mobile, internet, and financial services directly to households and SMEs while significantly reducing service turnaround times through improved in-person support.
Speaking at the Spur Mall opening along the Thika Superhighway, Airtel Africa Group CEO Sunil Taldar explained that this expansion is a core part of a broader regional strategy. “At the core of Airtel Africa’s strategy is a commitment to placing customers at the centre of our operations, ensuring we deliver an exceptional experience across all network and distribution touchpoints,” Taldar noted.
He further emphasized that Kenya’s digital growth is a primary focus for the Group, stating that strengthening their footprint reflects a long-term confidence in the market and a commitment to empowering businesses and individuals through scalable, customer-centric infrastructure.
This retail expansion follows a nationwide journey initiated last year to refurbish existing stores, giving them a modern look and feel to enhance the overall user experience. Airtel Kenya Managing Director Ashish Malhotra pointed out that despite the rise of digital platforms, a strong physical presence remains a critical tool for resolving complex queries and supporting the growth of small enterprises. “Our expansion is another step towards giving customers the very best service and serving them as closely as possible,” Malhotra said, adding that the move demonstrates a commitment to innovations that transform the retail experience by delivering seamless and personalized services.
Each of the new service centers is designed as a one-stop-shop environment, integrating mobile services, Airtel Money support, SIM registration, device assistance, and high-speed 5G solutions. By focusing on both digital platforms and physical accessibility, Airtel Kenya says aims to stay ahead of the rising demand for fast internet and digital financial services.
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