Airtel Kenya has strengthened its physical presence with the opening of three new customer care outlets at Spur Mall and Nord Mall in Ruiru, as well as at Galana Energies along the Eastern Bypass.
The expansion is aimed at reducing service turnaround time, enhancing in-person customer support, and bringing Airtel’s services closer to households, SMEs, and enterprise customers in rapidly growing urban nodes. The move comes amid rising demand for mobile connectivity, high-speed internet, and digital financial services across the country.
The new outlets form part of Airtel Kenya’s broader strategy to double its customer service footprint before the end of the year. The company says the expansion will improve service accessibility, accelerate digital and financial inclusion, and respond to Kenya’s growing appetite for reliable telecommunications and financial solutions.
Speaking during the official opening of the Spur Mall branch in Ruiru along the busy Thika Superhighway, Sunil Taldar, Group CEO of Airtel Africa, said the move aligns with the company’s customer-first 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. Kenya’s digital growth story is central to this strategy, and strengthening our footprint in the country reflects our long-term confidence in the market and our commitment to delivering reliable, accessible services that empower individuals and businesses alike,” he said.
Taldar added that Airtel remains committed to investing in scalable, customer-centric infrastructure that supports connectivity, digital payments, and broader economic growth.
The expansion builds on a refurbishment programme launched last year, during which Airtel Kenya upgraded and modernised its stores nationwide to enhance customer experience and create a more seamless retail environment.
Ashish Malhotra, Managing Director of Airtel Kenya, said maintaining a strong physical presence remains critical, particularly in supporting SMEs and resolving service queries more efficiently.
“A strong physical presence remains critical to us in supporting SMEs, resolving service queries more efficiently, and enabling more Kenyans to actively participate in the digital economy. Our expansion is another step towards giving customers the very best service and serving them as closely as possible,” he said.
Each new service centre integrates mobile services, Airtel Money support, SIM services, device assistance, 5G solutions, and enterprise support within a single customer experience environment. The model is designed to serve customers who prefer face-to-face engagement while complementing Airtel’s growing suite of digital platforms.
irtelAs demand for data, 5G connectivity, fast internet solutions, and digital financial services continues to surge, Airtel Kenya has reaffirmed that enhancing customer e