The COMESA Competition Commission has initiated an investigation into Kenya Airways over suspected violations of the COMESA Competition Regulations, following complaints from passengers regarding flight delays and inadequate customer support.
In a statement issued by the Commission, the investigation centers around alleged breaches of Article 28 of the regulations, which prohibits unconscionable conduct in trade and commerce.
The complaints stem from an incident on August 18, 2024, where four passengers traveling on Kenya Airways flight KQ419 from Entebbe to Nairobi experienced an unexpected six-hour delay, causing them to miss their connecting flights to Lusaka and Livingstone.
“It is alleged by the complainants that following the delay at Entebbe Airport, passengers arrived at Jomo Kenyatta International Airport at 8:05 am and spent over seven hours waiting for their rebooked connecting flight no. KQ704 to Lusaka,” the Commission stated.
“It further alleged that Kenya Airways did not make any effort to reroute the passengers to their destination. Instead, the passengers, who were en route and mid-way into their journey, had to arrange for themselves through their agent to obtain a rerouting to their destination.”
The statement also noted that Kenya Airways did not provide accommodation or meals to the affected passengers during the delay.
A similar complaint was also received regarding a delay of Kenya Airways flight KQ418 on December 2, 2024, where passengers waited over six hours without proper communication or assistance.
“The Commission is concerned that Kenya Airways may have engaged in unconscionable conduct, a possible violation of Article 28(1) by failing to rebook the four passengers to their destination and failing to provide redress to them,” the statement continued.
The Commission emphasized that the investigation does not imply Kenya Airways has been found guilty but aims to determine whether the airline’s actions constitute an unfair business practice.
In light of this, the Commission has invited affected consumers and stakeholders to submit their representations by February 28, 2025.
Willard Mwemba, the Commission’s Director and Chief Executive Officer, assured that all submissions would be treated with the strictest confidentiality and used solely for the investigation.
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