Financial inclusion is a high priority material topic
Financial inclusion
Airtel Africa is committed to driving financial inclusion by ensuring access to affordable and innovative digital financial services.
With mobile money as a key enabler, we empower unbanked populations with financial tools that enable economic participation, security and growth. By expanding our digital payment ecosystem, strengthening partnerships and enhancing affordability, we’re helping families and communities build financial resilience and secure their futures.
Our focus areas
Affordability
Developing products and services that are tailored to the needs and income-levels of the un-banked and under-banked is crucial to our work. We provide our customers with transactional accounts enabling savings, payments, insurance and remittances or foreign exchange (FX) facilities. We have also established affordable lending programmes through multi-lateral partnerships.
Accessibility
We're focused on ensuring that our services and support are where customers need them to be. Our investment in distribution channels and easy-to-access fintech ecosystem means that our customers are able to enjoy access to financial services wherever they are.
Awareness
We’re working to empower our customers with the knowledge, tools and confidence they need to use financial products in a responsible way.
GRI framework
GRI 203-1 Infrastructure investments and services supported
GRI 203-2 Significant indirect economic impacts
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By simplifying payments and expanding financial access, we empower individuals to secure their financial futures, driving a digitally connected Africa while fostering economic transformation. Our vision is to be the continent’s leading fintech platform.
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Ian Ferrao
CEO, Airtel Money
Our approach to managing financial inclusion
Airtel Africa remains at the forefront of financial inclusion, with Airtel Money providing millions of people with access to essential financial services. By expanding our digital payments ecosystem, strengthening strategic partnerships and driving financial literacy, we’re transforming lives across the continent. Through continued innovation and customer-centric solutions, we aim to be Africa’s leading fintech platform, ensuring that financial empowerment is accessible to all.
Airtel Money’s financial inclusion strategy is multi-functional, integrating product development, customer engagement, pricing strategies and regulatory compliance across our 14 markets. The CEO of Airtel Money, who is supported by country managing directors across all OpCos, is responsible for the delivery of our financial inclusion targets, regulatory oversight and strategic execution.
Our product innovation teams develop solutions such as mobile loans, savings products, merchant payments and international remittances. Our pricing and revenue teams ensure affordability and alignment with national financial inclusion strategies. And our awareness campaigns drive adoption and digital literacy.
We also provide regular training to our people, equipping them with knowledge of innovative products, digital services and distribution strategies to enhance accessibility.
We track our financial inclusion progress through KPIs and internal monitoring systems, assessing transaction volumes, customer acquisition rates and market penetration. Our shared services centre in India provides IT infrastructure to support scalable growth.
Governance
The governance of financial inclusion is led by the CEO of Airtel Money, with contributions from various functions:
- Product development teams design and implement financial solutions tailored to customer needs
- Customer value management teams focus on customer engagement, retention and digital adoption
- Sales and distribution teams expand agent networks, mobile money acceptance points and digital transaction platforms
- Risk and compliance ensures regulatory adherence and implement fraud prevention measures
- Strategic partnerships allow us to collaborate with financial institutions, fintech innovators and mobile money stakeholders to drive ecosystem growth
- Data and analytics teams monitor financial inclusion KPIs and assess impact on underserved populations.
Through this structured governance model, we continue to drive sustainable financial inclusion at scale.
Key performance indicators (KPIs)
44.6 million
Airtel Money customers
(+17.3% vs 2023/24)
26.8%
mobile money customer base penetration
(24.9% in 2023/24)
$2.0
average revenue per user (ARPU)
(+11.4% in constant currency vs 2023/24)
1.7 million
Airtel Money agents
(+23.4% vs 2023/24)
$273
transaction value per customer per month in reported currency
($262 in 2023/24)
Progress update against our targets in 2024/25
In 2024/25, Airtel Money has made significant strides in financial inclusion, expanding access to digital financial services and driving economic empowerment.
Our Airtel Money customer base continued its strong growth trajectory, reaching 44.6 million customers by 31 March 2025, reflecting 17.3% year-on-year growth. Mobile money transaction volumes surged, with an annualised transaction value of $136bn, marking a 32% increase in constant currency. These achievements demonstrate our platform’s growing role as a trusted financial tool. In 2024/25 the number of Airtel Money agents rose by 23.4% compared to the reporting year reaching 1.7 million, further embedding financial inclusion across our footprint.
Airtel Money’s expansion in Kenya was particularly significant. Our strategic investments in agent networks and infrastructure resulted in a 115% year-on-year increase in customers, bringing the total base to 2.5 million by 31 March 2025.
We introduced new microloan and overdraft products, helping millions of customers manage short-term financial needs. In November 2024, the launch of the Fikiliza overdraft facility in Zambia provided $4m in loans within the first month, with overdraft facilities in Tanzania and Uganda also showing strong success. In addition, digital loan services in Uganda provide quick and reliable access to credit for our customers.
Across all our markets, we continue to roll out targeted awareness campaigns, ensuring customers understand how to use digital financial tools safely and effectively. Financial literacy and digital education remain central to our inclusion strategy.
Partnerships for growth
Our partnerships have played a crucial role in advancing financial inclusion.
In June 2024, we established a partnership with Network International, a leading digital payments provider based in Dubai, to enhance payment processing, fraud prevention and card issuance, reinforcing the security and reliability of our financial services across key African markets, starting with Uganda. This partnership aims to accelerate financial inclusion and support the growth of Africa’s digital economy, with plans to expand into Francophone markets in 2025/26.
In November 2024, Airtel Money also partnered with Yabx and Natsave Bank in Zambia to launch an overdraft loan product. The service allows customers to complete their transactions when they have insufficient funds in their Airtel Money accounts.
In addition, in September 2024, Airtel Money partnered with Sasai Money Transfer to expand its zero-fee remittance services across Africa, starting in Uganda and, eventually, scaling across markets such as Kenya, Malawi, Nigeria and Zambia. This partnership aims to make remittances more affordable and accessible for vulnerable communities, particularly for migrants and their families.
Driving economic empowerment and gender inclusion
Financial inclusion is a key driver of women’s economic empowerment, and we've expanded our focus on gender equality in financial services.
Encouragingly, as of 31 March 2025, 44.2% of our Airtel customer base were women. Airtel Money continues to play a crucial role in financial inclusion: 26.8% of our customer base actively used mobile money in 2024/25, up from 24.9% in a previous reporting year. This growth has been driven by increased awareness, a stronger distribution network and targeted customer engagement campaigns.
In Tanzania, the Viboka group savings initiative helps build better financial discipline and support community-based savings practices, with 62% of Viboka savings group members being women.
Airtel Money customers
Mobile money customer base penetration
Target timeline
Airtel Money women customers
Airtel Money agents
Transaction value per customer per month
Financial inclusion in action
Going global – virtual cards expand financial access
In March 2025, Airtel Africa and Mastercard launched the Airtel Money GlobalPay Card, a virtual payment solution designed to bridge Africa’s digital finance gap. For the first time, Airtel Money users across 14 countries can make secure international payments – booking travel, paying for utilities or shopping on global sites – all directly from their mobile phones.
This collaboration is a major milestone in expanding access to global e-commerce for millions of people using Airtel Africa’s mobile network. It empowers unbanked and underbanked customers with a simple, safe and inclusive way to participate in the global economy without the need for a traditional bank account.
The integration of Mastercard’s trusted platform with Airtel Money’s growing user base supports our goal of transforming lives by driving financial inclusion through technology.
Financial inclusion in action
MyAirtel app is a key driver of digital engagement
Our expanding footprint of retailers, agents and exclusive franchises combined with enhanced digital products and services through MyAirtel app means we can deliver even more services to more people. Over the reporting period, the number of monthly active MyAirtel app users grew by 81%, and we've further developed the functionality of the app to improve access to account management, payments and financial transactions. Overall, in 2024/25, 7.1 million customers were using MyAirtel app and we've reached $4.8bn transaction value on the app (+62% compared to the previous reporting year). The launch of Airtel Lite, a free web-based platform, has also enabled new smartphone users to navigate digital services with ease.
