About Us
Telecoms and mobile money
services are vital in Africa.
By serving our customers, we connect them to each other,
and to future opportunities
By serving our customers, we connect them to each other,
and to future opportunities
Leading provider of telecommunications and mobile money services
#2 largest telecoms
operator in Africa
We operate in 14 markets, primarily in East Africa and Central and West Africa
152.7 million
customers as of 31 March 2024
64.4 million
data customers
38 million
Airtel Money customers
25 quarters
of double-digit revenue growth
and EBITDA expansion
14
markets in our
diversified portfolio
376 million
unique users expected by 2027 in our footprint (compared to 298 million in 2022)
4G
services are offered
in all our 14 markets
1st or 2nd
largest operator by customer market share in 13 markets
A young and growing population, an expanding urban middle class, limited infrastructure, and people’s need to connect with each other and with local and global economies: these factors are all driving ever-increasing demand for data, mobile voice, and mobile money services across sub-Saharan Africa.
The result is a continuing opportunity to foster financial inclusion, bridge the digital divide, and serve more customers in some of the least penetrated telecoms markets in the world, with just 48% of the population owning one or more SIM.
Africa is one of the world’s fastest growing regions in terms of population and urbanisation. While each of our 14 markets is unique, the dynamics in our overall footprint reflect those of Africa as a whole: 32.2% of the population in our markets is between the ages of 10 and 24, and the population in our footprint is forecast to grow at a CAGR (compound annual growth rate) of 2.7% between 2022 and 2027**.
Vision and values
Our vision is to enrich the lives of Africans
Our goal is to win customers for life through an exceptional experience
We are:
Alive
We act with passion and a can-do attitude. Innovation and an entrepreneurial spirit drive us.
Inclusive
We champion diversity. We’re at the heart of our communities, and anticipate, adapt and deliver solutions that enrich the lives of the people we serve.
Respectful
We act with humility and are always open and honest. We deliver on our promises to customers, stakeholders and each other.
Strategy
Our strategy is to provide a model which delivers affordable telecoms services in a profitable and sustainable manner, thus reducing the digital divide and enhancing financial inclusion in the countries we serve.
We aim to deliver sustainable, profitable growth for our business and improving returns to shareholders. At the same time our products and services are helping transform lives across sub-Saharan Africa by fostering financial inclusion, driving digitalisation, supporting education and empowering our 152.7 million customers.
Our six strategic pillars
Win with technology
We aim to create a leading, modernised network that can provide the data capacity to meet rapidly growing demand and enhance connectivity and digitalisation in our markets. That means improving basic network uptime and quality as well as expanding our network footprint and our 3G and 4G capabilities.
Win with distribution
We aim to build on our distribution network to increase our quality customer base. We continue to expand our distribution infrastructure through a mix of multi-brand outlets, supported by our own exclusive franchise-run shops and kiosks.
Win with data
We aim to maximise the value of data-based services and increase data penetration in all our markets. That means encouraging smartphone ownership and increasing data usage at scale.
Win with mobile money
We have a clear strategy to continue to drive sustainable long-term growth in Airtel Money with a focus on assured float availability, distribution expansion and increased usage cases for our customers. Our aim is to enhance financial inclusion in some of the most ‘unbanked’ populations in the world.
Win with cost
We aim to achieve an efficient operational model, leading to an effective cost structure and improved margins. This enables us to build large incremental capacity at low marginal cost.
Win with people
We aim to be an employer of choice with a dynamic working environment that drives productivity and fosters the health, knowledge, skills, experience, drive and inventiveness of our colleagues.
There are many aspects of our strategy and business model that are unique to us.
There are many aspects of our strategy and business model that are unique to us. If we had to choose three important ways in which we stand apart from the competition, they would be:
Rapidly expanding coverage that’s reliable and high quality
We could see that Africa customers wanted and needed data to connect, work and thrive.
We invested in 4G to meet this demand ahead of the competition, using single RAN technology to offer more capacity to customers at a low incremental cost to ourselves. We now have an extensive, resilient and reliable 4G network in all of our markets.
Simple, transparent pricing and service
We champion diversity. We’re at the heart of our communities, and anticipate, adapt and deliver solutions that enrich the lives of the people we serve.
A unique distribution network
By building exclusive channels and developing effective, digitised onboarding processes, we’ve been able to grow our customer base faster than the market.
Operations
Our investment in single RAN technology and 4G capability across all our operations, combined with extensive fibre coverage, means we have market-leading data capacity. By expanding our network footprint in both rural and urban areas and ensuring a resilient transmission network, we’ve enabled millions of people to access telecoms services. In the pandemic year, we continued to serve our customers better when they were far more dependent on our network than ever before.
We are:
Focusing on rural coverage expansion through new site rollouts, recognising that access to a reliable service is the critical first step for providing previously underserved communities with the opportunity for digital and financial inclusion
Focusing on our network resilience and service continuity
Building and modernising our network through optimal end-to-end design, including spectrum additions, carrier aggregation, the use of single RAN technology and fibre rollout
Expanding 4G coverage and building capacity
Delivering exceptional voice quality while improving network uptime
34,500+
infrastructure sites across our 14 markets as of 31 March 2024
95%
sites providing 4G coverage
75,400+
km of connecting fibre
31,700+
terabytes per day (data capacity)
How we create value for our stakeholders
An efficient network and business structure in 14 markets across sub-Saharan Africa, which we continually improve through innovation
Delivering outstanding services and products, always aiming for best-in-class
Through a unique distribution network that is close to our customers
Offering simple, digitalised customer journeys and competitive pricing
“Digitisation is no longer an option but an imperative, and the Covid-19 pandemic has accelerated the adoption of digital technologies and channels. At Airtel Africa Digital Labs we will continue to develop digital technologies to optimise our performance and enable our customers to interact with our brand across multiple channels in any way they choose”
Olusegun Ogunsanya, CEO, Airtel Africa plc
Our first-class customer care team
We work hard to understand and engage with our customers and continue to innovate and develop our range of products and services to meet their needs.
We know that customers want to be able to quickly and easily find information about our services and reach us through various channels. These include more than 1,500 Airtel stores, 24/7 call centres, email and social media. Customers can also benefit from a self-service function via MyAirtel app.
If you have a customer enquiry, please visit your country website for details of your dedicated customer care representatives.
