This archive report was first published on 19 December 2019.
Disappointing Experience with Kenya Airways ¶
As a professor of entrepreneurship at the University of Nairobi's School of Business, I have had the opportunity to travel extensively, and my recent experiences with Kenya Airways have left me disappointed.
My journey began on a Sunday evening when I was supposed to fly to Kigali, but Kenya Airways failed to honor its promise to depart on time. The flight was delayed, and the airline staff seemed clueless about the cause of the delay.
Despite the initial delay, I accepted the explanation provided by the pilot, who attributed the delay to a technical problem. However, my second experience with Kenya Airways was even more frustrating.
On Monday, I was scheduled to return to Nairobi on a 7:30 pm flight, but once again, the airline failed to depart on time. We eventually departed at 9:30 pm, and the flight was further delayed by several minutes waiting for the airplane ladder to be fixed.
As I disembarked, I noticed that the pilot had lied to us about there being no apron space, and this incident left a sour taste in my mouth.
Training and Infrastructure Issues ¶
My experience was not limited to the flight delays. At the airport, I encountered a young man who was supposed to be a health worker, but he seemed untrained in handling passengers. He directed me to fill out a form, but he did not provide any guidance or support.
Furthermore, the airport infrastructure and human resource management seem to be inadequate, leading to delays and cancellations. Research has shown that time lost as a result of delays can lead to productivity losses, both to the customer and the airline.
It is time for the airline and airport management authorities to take responsibility and address these issues. With the right infrastructure and human resource management, we can build a great airline operating from a great airport, with wonderful people and a proud country.
As a professor of entrepreneurship, I believe that behavior change is hard, but it is not impossible. We need to take the responsibility of realising that potential and work towards creating a better airline and airport experience.
