KQ decries high volume of calls at customer centre following pilots strike

This comes after a section of its pilots, under the larger Kenya Airline Pilots Association (KALPA) umbrella, commenced an industrial action on Saturday morning bringing operations at the airline to a standstill.

CEO Alan Kilavuka on Friday advised the aforesaid customers to reach out to the carrier's customer care centre for direction in regards to the fate of their flights, following strike threats by the pilots, but the centre's call lines have been overwhelmed according to KQ.

"Due to the ongoing unlawful industrial action by Kenya Airways Pilots Association (KALPA) we are experiencing high call volumes at our customer excellence centre," said KQ in a statement.

"Please contact us only if you are travelling within 48 hours." 

KQ Passenger Services Manager Beryl Opondo, in a subsequent statement, apologised for the inconvenience caused noting that the airline would find a solution for customers whose flights have been affected by the go-slow.

"We will provide duty of care including and not limited to hotel accommodation, meals, transfers and a booking to the next available flight dependent on the delay," she said.

"Please note that this may include rebooking you on other airlines. In case you choose not to travel, you can request for a rebooking to a later flight at no additional cost or a refund for the unutilized sector."