Airtel expands customer service reach with four new shops
What you need to know:
- Each centre will provide a full suite of services including SIM registration and swapping, Airtel Money transactions for both customers and agents, PIN resets, account recovery, device and smartphone sales, as well as broadband device offerings such as 5G routers and MiFi units.
Dar es Salaam. In a strategic move to enhance accessibility and the customer experience, Airtel Tanzania has opened four new Airtel Experience Shops across Dar es Salaam.
The new outlets located in Sinza, Kawe, Mikocheni, Mwananyamala, and Magomeni—aim to bring Airtel’s services closer to its over 20 million subscribers across the country.
The official launch ceremony was held at the newly inaugurated Sinza branch and was presided over by Airtel’s Customer Experience Director, Ms Adrianna Lyamba.
Speaking on behalf of Airtel Tanzania Managing Director, Charles Kamoto, Ms Lyamba highlighted the importance of the new centres in enhancing service delivery and meeting customer expectations.
“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.
According to her, the locations were strategically chosen based on customer feedback and the increasing demand for services in those areas.
Each centre will provide a full suite of services including SIM registration and swapping, Airtel Money transactions for both customers and agents, PIN resets, account recovery, device and smartphone sales, as well as broadband device offerings such as 5G routers and MiFi units.
Beyond customer service, Ms Lyamba noted that the new shops will serve as secure points for those concerned about digital fraud.
The initiative also supports the government’s ongoing #Sitapeliki campaign, which aims to tackle mobile fraud and promote a safer digital environment for all Tanzanians.
“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 managed to reduce mobile fraud attempts from around 390 to 120. To support this, we also introduced the first-ever AI-powered Airtel Spam Alert—Kataa Matapeli—which provides real-time warnings against suspicious messages.”
She added that the shops are more than just service centres—they symbolise a gateway to digital inclusion, economic opportunity, and technological empowerment.
The new Airtel Experience Shops combine digital innovation with personalised service to ensure faster resolutions, reduce customer travel time, and offer a modern, welcoming atmosphere.
The investment, according to Airtel, is part of the company’s broader vision to reshape the customer journey by integrating a human touch with high-tech solutions.
“We’re reimagining the customer journey by offering service that’s both human and high-tech. These shops were built to reduce wait times, cut travel distances, and meet customers where they are—both physically and in terms of their digital lifestyles,” Ms Lyamba said.
