– The airline’s social media platforms are filled with hundreds of complaints from customers across the continent
– Passengers slammed the airline for poor communication whenever there is a crisis or change in the travel schedule
– They lamented Kenya Airways (KQ) management hardly address issues at hand on time, leaving them stranded at the airport
Users of national carrier Kenya Airways are increasingly becoming fed up with poor service delivery from the airline that is supposed to be the pride of the continent.
The airline, which is earmarked for nationalisation in efforts to improve efficiency, has seen customers raise countless complaints online after being stranded in airports across the continent after abrupt flight cancellations.
Kenya Airways’ frequent flight cancellations has inconvenienced passengers from across Africa: Photo: Business Daily
A quick search of Kenya Airways on most social media platforms returns hundreds of complaints from customers who were inconvenienced at the last minute.
As one of the major airlines in the continent, KQ serves travelers from within and without Africa but from complaints sampled, intra-Africa flights are the worst hit with frequent and abrupt cancellations.
Flight cancellation is common in the airline industry for various reasons ranging from security, lack of crew or pilot, computer glitches, bad weather, poor passenger numbers to lack of enough aircraft.
Other reasons could be mechanical or an unfit to fly pilot or simply crew calling in sick at the last minute.
As practice however, airlines are expected to communicate such cancellations in advance so affected passengers can plan ahead.Majority of customers who have experienced KQ’s inefficiency, however, bring out the glaring lack of communication from the airline and when it does communicate, the communication does not address the issue at hand.The national airline has been struggling in the recent past, posting loses in successive financial years under two different CEO after the exit of Titus Naikuni under whose reign the company posted profits.The airlines has, however, managed to narrow the losses from the historic KSh 25 billion posted in 2014 to the current KSh 7.5 billion loss posted in 2018.Parliament recently approved a plan by government to nationalise KQ in a bid to improve efficiency by paying off its debts in exchange for equity. Do you have a groundbreaking story you would like us to publish? Please reach us through email@example.com or WhatsApp: 0732482690. Contact Tuko.co.ke instantly. Ruto vs Raila wars I Tuko TV […]