Q&A: Airtel-Tigo Rwanda merger

Sunit Mital, Chairman of Bharti Airtel.

What is happening now?

Airtel and Tigo are awaiting the requisite regulatory approvals and everything remains the same for now.

When the transaction has received regulatory approvals, what is next?

The two entities will commence the actual integration process which entails consolidating our customers, operations, people and infrastructure.

Why are the two companies combining their operations?

We strongly believe that consolidation will lead to a greater industry stability, scalability, better quality of service and innovation that will benefit the customer. The integration will allow us to leverage the strengths of both entities to better serve our customers.

How will this merger benefit customers?

The benefits of the merger will include improved coverage and enhanced customer experience across a wider network of customer touchpoints. Our combined customers will now be part of a bigger family benefiting from competitively priced services. Our Mobile Financial Services footprint will be greatly enhanced with combined agent networks and platforms.

What will happen to customer’s SIM cards, Will they have to change their phone numbers?

Customers’ SIM cards and mobile numbers will not change. There will be no interruption to customers’ experience on both networks for the moment.

What will happen to funds in customers Airtel Money and Tigo Cash wallet?

Their funds are safe and secured and they will continue to use their Airtel Money and Tigo cash to pay for goods and services. Funds on customers’ wallets are always held in trust by our partner banks.

What will be the name of the joint entity?

Airtel Rwanda.

Which number will be used by customers?

Both. Our joint customers will continue to use their current SIM cards and phone numbers.

Do customers need to reregister their SIM Cards?

No. If they have already registered their SIM cards, there is no need to re-register. Customers will continue to enjoy all the services they currently enjoy on Airtel and Tigo.

Will employees be impacted by this merger? How many?

It is early in the process to comment on this. As the integration process unfolds, details on this will become available.

What will happen to retailers like me? Will we lose our business?

No. Retailers will continue their business. They will now have the opportunity to serve a wider customer base of Airtel and Tigo customers- increasing their incomes.

Where do I pick my stock from now? Will my distributor change?

No. You will continue to take stock from your current supplier or distributor. We will inform you if this changes in the future.

Which TSEs or Sales representative should I contact now if I need help?

Your current TSE or Sales representative will sti ll be your point of contact. If this changes we will let you know.

As a retailer, should I stop stocking SIM Cards and recharge cards of one of the companies because of the merger?

No. Continue stocking Airtel and Tigo SIM cards and recharge cards and make these available to customers. You now have the opportunity to serve a wider customer base.

Do customers need a new SIM Card?

No. Their current SIM card/phone number will not change. They will continue to enjoy all the services they currently enjoy.

Customers are asking me what will happen to their SIM Cards/phone numbers, what should I tell them?

Tell them their SIM cards or phone numbers will not change. They should continue enjoying services on Airtel and Tigo.

Customers want to know what will happen to their Airtel Money and Tigo Cash wallets - what should I tell them?

Tell them they have nothing to worry about. Their funds are safe and secured and they can continue to use their Airtel Money and Tigo cash to pay for goods and services. Their funds are always held in trust by our partner banks.

Customers are asking which of the two companies is taking over the other. What should I say to them?

The two companies (Airtel Rwanda and Tigo Rwanda) are coming together as one company, Airtel Rwanda.

What will happen to my SIM card/phone number?

Your SIM card/phone number will not change. You will continue to enjoy all the services you currently have on Airtel and Tigo.

What will happen to my airtime and data bundles?

Your airtime and data bundles will not be affected. You will continue to enjoy all the benefits you currently enjoy.

As a customer, am I expected to take any action now?

Not at the moment. Continue to enjoy your services on Airtel and Tigo.

What will happen to the money in my Airtel Money and Tigo Cash wallets?

Your funds are safe and secured and you can continue to use your Airtel Money and Tigo cash to pay for goods and services as you do today.

I subscribe to Too Much/Tigo Tribe/other plans - what will happen to my services?

You can continue to enjoy all the services you currently enjoy.

Where should I go for services e.g. to buy a SIM Card/recharge cards or for SIM replacement?

You can go to your current Airtel or Tigo shop, agent points and vendors to access these services.

What number can I call now if I have an issue with my services?

You can call your call center number (for both Airtel and Tigo). You will continue to be served by your call center agents.

What will happen to my current contractual arrangement/services on Airtel or Tigo Business?

You will continue to enjoy your services uninterrupted.

Am I required to take any action?

No. Continue enjoying your current services on Airtel or Tigo.

Who will be my main point of contact to resolve issues I may have?

Your current relationship manager will continue to serve you. They will remain your point of contact. We will communicate to you if this changes.

I subscribed to a service plan, what will happen to my services now?

You will continue to enjoy all the services you currently enjoy on your network.

Do I need to change my SIM card or phone number?

No. Your SIM card or phone number will not be impacted in anyway.

  • By Airtel Rwanda
  • Posted 24th January 2018

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