Passenger woes leave Kenya Airways on COMESA's radar
COMESA Competition Commission is investigating Kenya Airways (KQ) following receipt of multiple complaints touching on alleged violations of consumer protection regulations.
A six-hour flight delay, coupled with Kenya Airways' failure to offer disgruntled travelers meals and accommodation, has landed the national flag carrier in hot water, prompting the COMESA Competition Commission to open investigations into the carrier's conduct.
In a statement, the COMESA Competition Commission said it is investigating Kenya Airways (KQ) following receipt of multiple complaints touching on alleged violations of consumer protection regulations.
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On different dates, KQ customers have lodged complaints following flight delays and inadequate passenger support while travelling with the national flag carrier.
According to the COMESA Competition Commission, the investigation aims to establish whether Kenya Airways’ handling of the delays was in breach of the set consumer rights under COMESA regulations.
The Commission cited suspected breaches of Article 28 of the COMESA Competition Regulations, especially the provisions that prohibits businesses from engaging in unconscionable conduct while supplying goods and services to customers.
The inquiry was triggered by complaints from passengers who experienced a six-hour delay on Kenya Airways flight KQ419 from Entebbe to Nairobi on August 18, 2024. The delay caused them to miss their connecting flights to Lusaka and Livingstone, forcing them to make alternative travel arrangements at their own expense.
The passengers claim KQ failed to assist with rebooking, accommodation, or meals and that they had to rely on their agencies.
Another complaint was lodged regarding a six-hour delay on flight KQ418 from Nairobi to Entebbe on December 2, 2024. The passenger alleged that Kenya Airways provided last-minute delay notices, insufficient refreshments, and no accommodation, leaving some travelers stranded overnight at JKIA.
The passenger alleged that Kenya Airways issued last-minute delay notifications, provided insufficient refreshments, and failed to arrange accommodation, leaving some travelers stranded overnight at Jomo Kenyatta International Airport.
Comesa commission raised concerns that Kenya Airways' handling of the situation could violate industry best practices and international aviation standards. KQ faces accusations of neglecting to rebook affected passengers, instead offering only limited compensation through vouchers.
