This archive report was first published on 3 November 2019.
Kenya Airways has been plagued by negative reviews and complaints from passengers in recent years, but a remarkable incident on a flight from Cape Town to Nairobi last week has given hope to the struggling national carrier.
Pauline Ngimwa, an NGO executive and frequent flyer, was on the flight and was impressed by the pilot's exceptional leadership and customer service. The pilot, Moses, kept passengers updated on the flight's delay and reassured them of a safe landing.
After landing, Moses went beyond his duties by personally hailing a bus to take passengers to town, demonstrating leadership and responsibility that could be a model for the airline's management and staff.
Experts say that Kenya Airways' financial struggles are common among national airlines, but the public confidence crisis is a major issue that needs to be addressed. The airline's management is considering a rescue plan, which could involve nationalization, but this will not be effective if the airline doesn't address the public confidence crisis.
Pauline's positive experience on the flight suggests that there are still many loyal passengers who won't give up on Kenya Airways, but the airline needs more leaders like Moses to retain them and win back deserters.
