Airtel opens more shops to bring services closer to customers

DAR ES SALAAM: AIRTEL Tanzania has opened four new Airtel Experience Shops in Dar es Salaam as part of its ongoing efforts to enhance customer service and expand accessibility to millions of Tanzanians.

The new shops are located in Sinza, Kawe, Mikocheni, Mwananyamala, and Magomeni. The launch ceremony, held at the Sinza branch, was officiated by Airtel’s Director of Customer Experience in Dar es Salaam, Ms Adriana Lyamba.

Speaking during the launch, Ms Lyamba—who represented Airtel Tanzania Managing Director Mr Charles Kamoto—said the company is committed to ensuring that customers receive fast, reliable, and convenient service.

“This launch of Airtel Experience Shops reflects our ongoing commitment to ensuring that every Airtel customer has access to fast, reliable service—wherever they are,” she said.

She added that the locations were carefully selected based on customer feedback and demand, aiming to reduce travel distances and improve in-person service delivery across communities.

The new shops will offer a comprehensive range of services, including SIM registration and replacement, Airtel Money services for customers and agents, sales of home broadband devices such as 5G routers and MiFi, Airtel Money PIN reset and account recovery, smartphone sales, and all other general customer support services.

Ms Lyamba further noted that the shops are designed to serve as safe and trusted service points, particularly for customers concerned about mobile fraud. She said the initiative supports the government’s ongoing #Sitapeliki campaign against digital scams.

“Our goal is to ensure every Tanzanian can engage confidently and safely in the digital economy, free from the threat of online scammers,” she said. “Currently, we have reduced mobile fraud attempts from around 380 to 120, thanks to combined efforts including our first-ever AI-powered Airtel Spam Alert–Kataa Matapeli service.”

The AI-based service provides real-time alerts to customers, warning them against acting on suspicious messages and encouraging vigilance.

“These shops are not just about service—they represent access to opportunity, inclusion, and productivity,” Ms Lyamba added.

She emphasised that the new customer centres are tailored to blend technology with a personalised touch, enabling swift problem-solving and creating a welcoming environment for all users.

“We are reimagining the customer journey by combining human support with digital innovation,” she said. “These centres are built to reduce queues, save time, and support customers where they are—physically and digitally.”

The opening of the new Airtel Experience Shops reaffirms the company’s commitment to delivering services anchored in accessibility, affoinnovation.ĺquality, and innovation.