In a country where consumer rights are often wantonly disregarded, the competition watchdog’s decision affirming the rights of Kenya Airways passengers to speedy refunds for services not rendered is commendable.
The Competition Authority of Kenya found that KQ used unfair tactics and undue pressure to delay refunding ticket prices to customers who missed flights because of the common practice of overbooking.
Granted, the practice is not peculiar to KQ. It is the norm across the industry globally. However, while others are prompt to make refunds, KQ has acquired the reputation of requiring its customers to jump through a lot of hoops. Well, that was until one customer had enough and sought the intervention of the watchdog that has now ordered the refunds to be done within 60 days.
The order should send a signal to both private and public organisations in other sectors that such underhand tactics will not fly with the regulator when their customers seek its intervention. Some sectors such as the insurance industry are particularly notorious for frustrating customers.
But they need not wait until the relationship with their customers becomes so sour. Treating customers fairly should be the norm. It is, in fact, to their benefit. Today’s consumers are aware of their rights and will vote with their feet when they feel short-changed.
