Airtel Kenya is accelerating the expansion of its physical retail presence, opening four new customer service stores in Mombasa as part of a broader strategy to double its nationwide retail footprint by the end of the year, underscoring the telecom operator’s push to strengthen customer engagement amid intensifying competition in Kenya’s telecommunications market.
The new outlets—located at Sabasaba, Airport Centre Mall, Nyali Bazaar and Likoni—bring Airtel Kenya’s total retail network to 90 stores nationwide. The company said the branches will serve as customer experience hubs, offering SIM registration and replacement, Airtel Money support, device assistance, customer onboarding, and voice and data solutions for both consumers and businesses.
The expansion reflects Airtel’s increasing investment in physical customer touchpoints even as telecom operators continue to digitize services. The company says retail outlets remain critical for onboarding new subscribers, supporting Airtel Money users, resolving service issues and strengthening relationships with customers.
“Our customers are at the centre of everything we do,” Airtel Kenya Managing Director Djibril Tobe said during the opening of the Mombasa stores. He said the company will continue investing in retail infrastructure alongside network upgrades and digital innovation to improve accessibility and service quality across the country.
Customer Experience Director Goldermier Opiyo said expanding Airtel’s retail presence will enable the operator to provide faster, more personalized support while bringing services closer to communities.
The Coast expansion comes as Airtel Kenya continues to invest aggressively in network coverage, 4G capacity and financial services through Airtel Money in a bid to capture a larger share of Kenya’s highly competitive mobile market, where operators are increasingly competing on customer experience as much as pricing.
Physical stores also remain strategically important for regulatory requirements such as SIM registration and Know Your Customer (KYC) verification, while serving as key distribution channels for smartphones, business connectivity solutions and digital financial services.
With plans to double its customer service footprint before year-end, Airtel is positioning its retail network as a key pillar of its growth strategy, complementing investments in digital platforms and network infrastructure.
The expansion signals the company’s confidence in continued subscriber growth and rising demand for in-person support despite increasing adoption of self-service digital channels.
As Kenya’s telecom sector evolves beyond traditional voice services into digital payments, enterprise connectivity and digital ecosystems, Airtel’s growing retail presence is expected to strengthen its competitiveness while improving access to customer support across underserved regions.