Kenya Airways, dubbed the Pride of Africa, employs more than 3 500 people directly and 10 000 indirectly. It generates more than 3 billion shillings in revenues to the Kenya government, apart from conveying tourists and shipping flowers to Europe. Speaking during the launch of the airline’s Shs 500 million hangar for servicing its Boeing fleet, Moody Awori, Kenya’s Vice President hailed the airline for its contribution in opening up Kenya and Africa to the world.

Africa accounts for 4.5% of global traffic. Passengers conveyed by African airlines on African and international routes reached 39 million in 2005 with the traffic in Africa registering an extraordinary 16% increase. The continent’s major carriers are being accepted in the main alliance groups formed by airlines from other areas of the world.

“Foreign competitors are intensifying their penetration into the African market,” says Christian Folly-Kossi, General Secretary of the 41 member African Airlines Association (AFRAA). Speaking during the AU Conference of African Ministers Responsible for Air Transport in Libreville, Gabon, Dr. Bernard ZOBA, AU Commissioner for Infrastructure and Energy indicates that this calls for solid structures adequately endowed with human and material resources and in-depth reflection on strengthening the capacities of the African Civil Aviation Commission.

Despite the fact that Kenya Airways enjoys the status of associate members with Sky Team by reason of their respective partnerships with KLM and Air France, there is a general feeling that the airline is soaring in the skies while its customers are suffering on the ground. In the world of business, the customer is King.

Peter Ekakoro, who has covered nearly 80 000 miles with the airline is shocked at the manner in which complaints are handled. Responses are unprofessional and coated with lies at times.

“I am sorry to say Kenya Airways seems to have grown fast and lost focus on customer service. I have witnessed the decline in service quality over the years and have taken a decision to take my traveling pennies elsewhere. I am pretty sure that others will follow. One passenger is nothing, but a mountain is made of grains of rock,” he says.

“The cabin crews on the London-Nairobi flight vary a lot. Some are simply idle and seem to want to sleep their way through. Trying to ring the bell for service is a waste of time. Little things, instant coffee served when they have the real stuff, forgetting landing cards, are a problem.  I have found their offices in Kampala, Khartoum and London generally poor in the level of service,” says Graham Wood, another passenger.

Adrian Grieve who suffered from delayed flights, erroneous entry of data in voucher and lack of meals is disappointed with the way issues are addressed in KQ.

“I spent 6 hours in Nairobi airport trying to get a new boarding pass issued for an alternative flight to Johannesburg. Two other South Africans and I were shunted from one person to the next. Often the person dealing with the problem would just disappear off and never come back, without handing us over to somebody else or even telling us they were leaving - then we'd have to start over again with another person (after waiting for some time, wondering where this person and gone!). At one stage we were even sent to a gate number which did not exist!” 

I thought all these were stories but the two times I’ve used the airline have proved them right. Let me not talk about the half-cooked food in the plane. Having used South African Airways several times, my baggage has never experienced trouble. But the two times I’ve boarded Kenya Airways, first it was wheel missing from the bag, then the whole bag crushed!

Even after the airline’s officials in Bamako certified the damage and referred me to the Nairobi office since I had not carried the receipt of purchase with me, the staff in Nairobi were very uncooperative. First, the phone was not being picked; second, it was being picked and suddenly hanging; third it was being tossed from one section to the other. I decided to dispatch somebody to their office but she was turned away by a rude receptionist.

Then followed the emails with the PR section, and the denial that the Bamako office had not sent any parcel. The Bamako office appropriately affirmed having dispatched it and wondered what they were up to. They now demanded to see the box.

Does it mean that the airline does not trust its agents abroad? Should somebody pick a plane all the way from Mandera, with a damaged box to show Kenya Airways officials? Is this how the airline is wasting peoples’ time and money- sending emails, making phone calls? 

In the business world, time matters. I wonder how many people out there are suffering silently as the airline prays that they should not disturb it. Why is it in business then? 

“Kenya Airways, What is happening? Are you beginning to take the Customer for granted? You have done so well and are now forgetting who made you what you are today,” laments Herbert Nuwamanya.