Airtel Malawi on Tuesday launched its newly refurbished customer service shop at Kamuzu International Airport (KIA) in Lilongwe, marking the first outlet to be completed under a nationwide programme to upgrade all Airtel service centres across the country.
The refurbished shop forms part of Airtel Malawi’s broader strategy to enhance customer experience by aligning its physical service centres with ongoing investments in network expansion and digital services.
Speaking at the launch, Airtel Malawi Managing Director Aashish Dutt said the company has earmarked all 42 Airtel shops across Malawi for upgrades, aimed at ensuring a consistent, modern and welcoming customer experience nationwide.
“As we continue to strengthen our network and expand coverage, it is important that the places where customers interact with us reflect the same level of progress,” Dutt said.
He said the upgraded shops will feature a modern ambience, incorporating wood accents, bold red exterior panels and the signature backlit Airtel logo, in line with the company’s refreshed retail design.
Dutt added that Airtel shops play a critical role beyond customer support, serving Airtel Money agents, dealers and franchise partners who rely on the outlets for operational assistance.
The Kamuzu International Airport shop holds particular importance as a key entry and exit point for travellers. Airtel said the outlet is designed to provide quick and efficient services, including SIM and eSIM activation, roaming support, data bundles, device configuration and Airtel Money services for both local and international passengers.
“For travellers, especially those arriving or departing, connectivity is essential. This shop ensures customers can get immediate support at a critical touchpoint,” Dutt said.
In his words, Airports Development Limited (ADL) Chief Executive Officer Victor Lungu said Airtel’s refurbishment complements ongoing modernisation efforts at Kamuzu International Airport, which include upgrades to the terminal building, passenger processing systems and power infrastructure.
“We are upgrading the airport to improve efficiency, safety and passenger comfort, and what Airtel has done fits very well within this broader programme,” Lungu said.
He said passenger traffic at KIA has increased in recent years, making it necessary for service providers to improve facilities within the terminal. Lungu added that Airtel’s investment has raised service standards at the airport and encouraged other operators to improve their premises.
The refurbished Airtel shop features a redesigned interior with improved customer service counters, a dedicated device display area and enhanced branding aimed at improving visibility and ease of access within the terminal.
Airtel Malawi said more refurbished shops will be unveiled in the coming weeks as the nationwide upgrade programme continues.