Kenya Airways has once again found itself in the spotlight for all the wrong reasons after a frustrated customer, Ken Bonyo, exposed their dishonest practices.
Bonyo shared his ordeal on X, revealing how the airline unfairly canceled his return ticket and attempted to extort more money from him.
He had booked a round-trip ticket to and from Dar es Salaam but missed his outbound flight. Instead of causing trouble, he purchased another ticket still from Kenya Airways to complete his journey.
However, when it was time to return, the airline informed him that his ticket had been canceled because he did not use the first leg.
To board the return flight, he was asked to pay an additional $373, he called out the airline, labeling them thieves.
This case exposes the fraudulent nature of Kenya Airways and its exploitation of unsuspecting passengers.
While airlines have policies to manage their bookings, the way KQ enforces these rules is nothing short of extortion.
It is absurd that a customer who has already paid for a ticket should be denied service simply because they missed a previous flight. The airline did not refund him for the canceled segment, yet it wanted to resell the seat he had already paid for.
This is outright robbery.Kenya Airways hides behind complex policies like the “no-show” rule, which cancels an entire ticket if the first leg is missed.
However, this policy is designed to maximize their profits at the expense of their customers. It punishes travelers who may have genuine reasons for missing a flight and forces them to pay extra for a service they already purchased.
The lack of flexibility and the refusal to accommodate paying customers is why many travelers are losing trust in the airline.
This is not the first time Kenya Airways has been accused of such shady dealings.
Over the years, numerous passengers have complained about mistreatment, poor service, and unexplained charges.
Some have even taken legal action against the airline, forcing it to refund money that was unfairly taken from them.
In 2020, for instance, KQ was ordered to refund Sh415,000 to a passenger who was denied boarding due to the airline overselling seats.
This proves that the airline has a pattern of prioritizing profits over customer satisfaction.
Kenya Airways is supposed to be the pride of Africa, but its reputation is quickly turning into a national embarrassment.
Instead of focusing on quality service, the airline is busy trapping customers with unfair policies and charging them extra for no reason.
The arrogance with which it handles complaints also shows that customer satisfaction is not a priority. If KQ continues down this path, it will only lose more customers to better airlines that respect their passengers.
Passengers must now be more cautious when booking flights with Kenya Airways.
Reading the fine print, asking about policies, and recording conversations with airline representatives may be necessary to avoid falling victim to these tricks.
Authorities should investigate KQ’s unethical practices and ensure that travelers are protected from such exploitation.
Ken Bonyo’s case is just one of many, and until action is taken, Kenya Airways will keep robbing its customers in the name of policies.
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