February 27, 2020

Kenya Airways admits service lapse, promises corrective action with an apology

Kenya Airways has acknowledged a lapse in the airline’s service delivery following a social media review shared by one passenger in January. The airline has promised that corrective action will be taken and that the management will “not relent, but keep improving each day”.

In January, a passenger traveling from Kenya to New York with KQ’s direct flight shared a detailed review of his experience with the airline. The passenger complained that a bassinet request that was made and approved days before travel was not honored, and about delayed and damaged bags. KQ has since acknowledged a lapse in its service delivery and offered an apology to the passenger.


“We are in receipt of your comprehensive account of the entire experience while in our care and it pains us how much you were disappointed with our service. As a customer-focused airline, we aim to meet the needs and wishes of our passengers wherever possible. We were therefore sorry to learn that this was not achieved when you flew with us…” read part of the apology.

The apology went on to acknowledge that there was a lapse in the airline’s service delivery and that the review has been shared with relevant departments for corrective action. “We were extremely sorry to learn that a bassinet was not offered onboard. Our investigation has shown that the request was present in our central computer, with your reservation details. Clearly, there was a lapse in service delivery, and we have shared the feedback with the concerned management for follow up and corrective action. “

“It is regrettable that your bags were delayed and damaged. We do understand how upsetting this can be. It is the airline’s desire that guests travel and get their baggage on arrival with no delay. We assure you that this is not our wish and we always put measures to improve processes to curb the situation. We also note your feedback on handling at JKIA, which will be evaluated and where necessary changes made to suit our valuable Guests. On behalf of Kenya Airways, please accept this as a formal apology for the disappointment and inconvenience suffered. We look forward to being of better service to you in the future.”

Kenya Airways has recently come under huge criticism for what many have called poor baggage handling, with many passengers complaining of their luggage arriving at their destinations late. A big number of Kenyans also supports the airline, deeming their service the best in Africa.

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