Airtel Kenya has opened three new customer care shops in the greater Nairobi area, deepening its physical retail presence as competition intensifies in Kenya’s fast-growing telecoms and mobile money market.
The new outlets, located at Spur Mall and Nord Mall in Ruiru and at Galana Energies along the Eastern Bypass, are aimed at reducing service turnaround times and improving in-person support for households, small and medium-sized enterprises and corporate clients.
The expansion comes as Airtel Kenya seeks to double its customer service footprint before the end of 2026, underscoring the operator’s bet on brick-and-mortar outlets even as digital self-service channels gain traction. The company said the move will bolster service accessibility, accelerate digital and financial inclusion and cater to rising demand for mobile, broadband and financial services.
Speaking at the opening of the Spur Mall branch, Sunil Taldar, Group Chief Executive Officer of Airtel Africa, said Kenya remains central to the group’s long-term strategy.
“At the core of Airtel Africa’s strategy is a commitment to placing customers at the centre of our operations,” Taldar said, adding that strengthening the company’s footprint in Kenya reflects confidence in the market’s digital growth trajectory. He said the group will continue investing in scalable infrastructure supporting connectivity, digital payments and broader economic activity.
Kenya is one of Airtel Africa’s key markets, with strong uptake in data services and mobile financial products driving revenue growth across the sector. The operator is positioning its expanded retail network as a complement to its digital platforms, targeting customers who require in-person engagement for services such as SIM registration, device support and enterprise connectivity solutions.
Airtel Kenya Managing Director Ashish Malhotra said a robust physical presence remains critical, particularly for SMEs seeking faster issue resolution and tailored service.
“Expanding our retail network allows us to serve customers more closely and enhance their overall experience,” Malhotra said, noting that the company began refurbishing its stores nationwide last year to modernize layouts and streamline customer journeys.
Each new service centre integrates mobile services, Airtel Money support, SIM services, device assistance, 5G solutions and enterprise support within a single outlet, as operators compete to differentiate through bundled offerings and improved service delivery.
The move comes amid sustained growth in demand for high-speed data, 5G connectivity and digital financial services in Kenya, where telecom operators are investing heavily in network upgrades and distribution channels to capture the next wave of subscribers.
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