The issue emerged on Tuesday, June 16, 2026, after an X user questioned why a bundle he regularly purchases no longer appeared among the first options displayed on the Tunukiwa menu.
The customer argued that moving commonly used packages lower in the list makes it more difficult for subscribers to access them quickly.
In his post, the user expressed frustration, suggesting that Safaricom should prioritize displaying frequently purchased bundles to improve customer convenience.
Responding to the complaint, Safaricom clarified that Tunukiwa operates differently from standard bundle menus because the offers are personalized and generated dynamically based on individual customer behavior.
“Hello, we appreciate your feedback; however, the Tunukiwa offers are personalised, dynamic and keep changing from time to time,” the company stated in its response on X.
The explanation highlights the technology-driven model behind the service, which relies on customer usage patterns to determine the offers available at any given time.
In his post, the user expressed frustration, suggesting that Safaricom should prioritize displaying frequently purchased bundles to improve customer convenience.
Responding to the complaint, Safaricom clarified that Tunukiwa operates differently from standard bundle menus because the offers are personalized and generated dynamically based on individual customer behavior.
“Hello, we appreciate your feedback; however, the Tunukiwa offers are personalised, dynamic and keep changing from time to time,” the company stated in its response on X.
The explanation highlights the technology-driven model behind the service, which relies on customer usage patterns to determine the offers available at any given time.
According to Safaricom, factors such as data consumption, voice usage, airtime purchases, and SMS activity influence the bundles displayed to subscribers.
Unlike conventional bundle packages that remain fixed across the customer base, Tunukiwa is designed to provide customized offers tailored to individual users. As a result, two customers may receive different promotions even when accessing the platform at the same time.
The service, which can be accessed through *444# or the MySafaricom mobile application, offers a range of personalized data, voice, SMS, and airtime packages.
Unlike conventional bundle packages that remain fixed across the customer base, Tunukiwa is designed to provide customized offers tailored to individual users. As a result, two customers may receive different promotions even when accessing the platform at the same time.
The service, which can be accessed through *444# or the MySafaricom mobile application, offers a range of personalized data, voice, SMS, and airtime packages.
These bundles are generated using real-time analytics and customer activity trends, allowing the system to adapt to changing user needs.
Among the offers commonly available on Tunukiwa are short-term internet bundles, discounted voice packages, and promotional combinations that include additional benefits such as free access to selected online services. The specific offers and pricing, however, vary from one subscriber to another.
Industry analysts note that personalized bundle systems have become increasingly popular among telecommunications providers because they help companies tailor services to customer preferences while encouraging greater usage.
Among the offers commonly available on Tunukiwa are short-term internet bundles, discounted voice packages, and promotional combinations that include additional benefits such as free access to selected online services. The specific offers and pricing, however, vary from one subscriber to another.
Industry analysts note that personalized bundle systems have become increasingly popular among telecommunications providers because they help companies tailor services to customer preferences while encouraging greater usage.
Such systems also enable operators to introduce promotional packages that reflect evolving market demand and consumer habits.
Tunukiwa forms part of Safaricom’s wider digital services ecosystem, which includes a variety of bundle categories accessible through *544# and the MySafaricom App.
Tunukiwa forms part of Safaricom’s wider digital services ecosystem, which includes a variety of bundle categories accessible through *544# and the MySafaricom App.
Customers can choose from daily, weekly, monthly, and no-expiry data plans, as well as all-in-one packages combining internet, voice calls, and SMS services.
In recent months, Safaricom has also enhanced several of its standard bundle offerings by increasing data allocations and extending validity periods on selected packages. Some plans additionally include promotional incentives such as free WhatsApp access and bonus minutes.
Despite customer concerns about changing menu placements, the company maintains that the dynamic nature of Tunukiwa is central to its purpose.
In recent months, Safaricom has also enhanced several of its standard bundle offerings by increasing data allocations and extending validity periods on selected packages. Some plans additionally include promotional incentives such as free WhatsApp access and bonus minutes.
Despite customer concerns about changing menu placements, the company maintains that the dynamic nature of Tunukiwa is central to its purpose.
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