The Airtel Zambia Apology

More than 28000 Airtel Zambia subscribers were hit by credit deductions from their airtime accounts and Airtel has finally spoken out, after reimbursing all the affected customers. They have established the fault to have been due to a network system upgrade recently.

Ms Charity C. Lumpa, Managing Director of Airtel Zambia, has apologised on behalf of the company for the inconvenience caused.

In a press statement, Ms Lumpa also stated that talk-time worth K900, 000 was returned to the affected customers and that Airtel Zambia had also given them 30 free Airtel calling minutes in a gesture of goodwill.

Here is an extract from the press statement:

“‘We would like to sincerely apologise to all our esteemed customers for the inconvenience caused by a system glitch that was experienced recently where talk-time was erroneously deducted from our affected subscribers. The problem was immediately rectified by our networks team,” Ms Lumpa said.

She stated that this was an anomaly that arose on the back of the major network upgrades that were currently underway. Airtel has embarked on upgrading the network system to ensure that customers enjoy the highest quality of internet & voice mobile services. 

Ms Lumpa added that the recently commenced nationwide network expansion programme will see improved coverage and quality by end of the year 2014. She encouraged customers to contact the call centre on 111 or visit any Airtel Zambia outlet across the country should they experience any network challenges, require clarification, and/or rectification of any issues they are facing on the network.

“As the leading network provider in Zambia we take quality and service issues very seriously and have undertaken a commitment to ensure that all our partners are equally aligned to the provision of excellent customer services across the board,” Ms Lumpa said.”

 Atleast they apologized, right? Now go off and enjoy your 30 free minutes, if you still have them.