Thursday, April 15, 2021
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Kenya Airways on the spot for denying customer entry

The Competition Authority of Kenya (CAK) has slapped Kenya Airways Ksh 415,263 for denying a passenger entry into their aircraft.

A complain had been launched to the body by the customer identified as Christopher as revealed by Citizen TV.

According to the article, the national courier oversold their tickets from Kigali to Nairobi before denying Mr. Christopher entry and thus missing his connecting flight to London.

The February 2018 incident saw the passenger book an alternative direct flight to London after he was advised to apply for a refund which he never saw.

In their defense, Kenya Airways alleged that the client had arrived late for his flight contrary to a statement issued by the complaint and those who witnessed the incident.

Investigations by CAK revealed that it is true that the airline denied him entry and not due to time constraints but due to their fault.

They were further accused of failing to admit and providing wrong information during investigations as to what transpired on the fateful day.

Moving forward, KQ has been ordered to comply to refunding customers whose complains have been lodged 60 days after the matter has been confirmed.

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