Air travellers in Kenya now have platform to lodge complaints against airlines

August 16, 2019 / Comments (0)


Air travellers who have been inconvenienced by airlines can now lodge their complaints with the Kenya Civil Aviation Authority (KCAA).

KCAA launched a platform to address the complaints by air travellers who experience lost luggage, overbookings flight delays and cancellations and fail to get any resolution from the airlines.

KCAA Director General Capt. Gilbert Kibe said that as the industry regulator, the authority will pursue unresolved complaints raised by air travellers.

“In the unfortunate event that passengers suffer considerable delays, overbookings, luggage loss or flight cancellations, we want the consumers to be rest assured that we have in place a system for redress that ensures compliance with the laid down code of practice, ensuring that the quality and value of services provided meet consumer expectations,” he said.

The aviation regulator requires that the passengers are informed of any planned cancellations or long-term delays anticipated at least 12 hours before the scheduled flight by the airlines and ground handling agents.

Mr Kibe avers that the airlines should also have a means of communication for emergencies and provide alternative solutions and compensation in cases of denied boarding, flight delays or cancellations and lost, damaged or delayed luggage.

“We, therefore intend to ensure consumers are fully aware of their rights from the point of the ticket purchase in order to ensure that all aviation consumers are accorded the best services and value from the service providers within the aviation industry,” he pointed out.

The aviation consumer protection rules, he further said, demand that airlines provide documents on insurance, compensation and complaint assistance on request from the travellers.

Starting June 1, 2019, the International Air Transport Association (IATA) mandated all travel agencies to provide passenger contact information when booking air tickets.

As part of IATA Resolution 830d, travel agents booking air tickets through IATA’s Passenger Agency Program “must actively ask each passenger whether they wish to have their contact details (mobile number and/or email) provided to airlines participating in the itinerary.” According to IATA, the rule is being implemented in order to help contact the passenger “in an operational disruption” and so that airlines are “able to advise passengers of irregular flight operations and disruptions.

By Kenya Association of Travel Agents

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