An inevitable divorce. I kept thinking that things would get better. But we are here now-my dear Kenyan Airways (KQ): It is not you, KQ. It is me!
I recently waged a solo protest with KQ. The facts: Getting to the check-in counter in Entebbe, I was told that the departure flight had been delayed by 2 hours due to “operational” reasons. This meant that I would miss my connecting flight in Nairobi (NBO). Instead of the 12. 30 flight, I was checked in on the 21.00 flight.
That is more than 12 hours total “wasted” time. But I thought KQ had a plan.
Upon arriving in NBO, I went to the transfer desk and requested access to the business lounge since the waiting time was close to 10 hours. And so the fun began:
An inevitable divorce. I kept thinking that things would get better. But we are here now-my dear Kenyan Airways: It is not you, KQ. It is me!
I recently waged a solo protest with KQ. The facts: Getting to the check-in counter, I was told that the departure flight had been delayed by 2 hours due to “operational” reasons. This meant that I would miss my connecting flight in NBO. Instead of the 12. 30 flight. I was checked in on the 21.00 flight.
That is more than 12 hours total “wasted” time. But I thought KQ had a plan.
Upon arriving in NBO, I went to the transfer desk and requested access to the business lounge since the waiting time was close to 10 hours. And so the fun began:
Mr. John: “We do not do that. We will give you a food voucher.”
Me: “I do not want food. I can buy my food. I just want a comfortable space to work. Let us share the discomfort of your flight delays.”
Mr. John: “The only other option we have is for us to take you to a hotel. You must know that if we take you to a hotel, we will pick you up 3 hours before the flight.”
Me: “I do not want to be in a hotel. I am already coming from one.”
Mr. John: “In any case, the business class lounge is very busy with clients right now. The only option is for you to go after 5 pm, when most outbound flights would have left.”
Me: “Are you saying I am not a client?”
Mr. John: “I have given you all our options.”
Me: “You took away all my options by delaying the first leg of my itinerary. I was delayed for two hours and missed my connecting flight. Now I have to wait 10 hours for the next one. All I need is a comfortable place to sit and work, so please do not punish me for your inefficiencies. I know there should be at least one seat in the business lounge. It can’t be that full. Otherwise, I will stand here until boarding time—10 hours from now.”
In the meantime, I watched Mr. Tom (senior to Mr. John, I think), listening from behind the desk, serving other customers, looking at me, and trying to gauge how crazy I might get. (But they have security. This was not a fight. I also knew my limits.)
While Mr. Tom was measuring me, I listened to a gentleman who was in a worse predicament: he needed to be at his destination for a board meeting. He had already rescheduled due to the earlier delay. Could KQ put him on another flight so he could make it to his meeting?
Answer: “No, Sir, we do not have relationships with any of the flights leaving before your scheduled one.”
The gentleman ultimately cancelled his ticket, bought a new one, and was promised a refund in 8-10 weeks (I doubt he will get it).
Mr. John: Please take a seat while my colleague and I try to sort this out.
I returned to the desk after the short, instructed sitting. Mr. Tom approached and recited the same options, and I repeated mine. After some back and forth:
Mr. Tom: “I have requested him (Mr. John) to write an email to management seeking authorization.”
I did not ask him what the authorization was for. We both knew this one had tilted to my side.
I went to Mr. John, who was on the phone. After he finished, he said: “I was calling the manager to check his email and approve.”
I waited.
After more than an hour, Mr. John returned my boarding pass and gave me directions to the lounge.
At boarding time, I went to the gate, and it was announced: “Ladies and gentlemen, we regret to announce a delay in the departure of flight KQ… to… due to a technical problem. Our engineers are looking into it. We will update you in the next 30 minutes.”
I burst out laughing, or maybe crying. I can’t keep doing this, KQ. I am sure you will find new clients traveling at the same energy, operational, and technical level as you.
I will share two pieces of advice before I leave you:
1. Create partnerships with other airlines to assist your passengers in times of need. This will also enhance your brand image.
2. Authorize your connection desk to make discretionary decisions regarding the use of the business lounge during a crisis. This will significantly enhance your brand image. You will appear as though you care, even if you don’t.
We all have the responsibility to implement the African Continental Free Trade Area (AfCFTA), but how can we succeed when one of the key enablers, air transport, is struggling like this? You can do better KQ.
And do not worry: It is not you. It is me!
N.B.: Individual names have been changed.