Evakem Green

Most airlines don't care about delays they're directly responsible for that cause you to miss connecting flights and force you to stay in an airport for an extra 8 hours. It's on that note that I want to share a positive customer service experience that I recently had when flying with @KenyaAirways from Joburg to Zurich. Things didn't start well... I recently flew with Kenya Airways from Joburg to Zurich. On the morning of my flight, I got an automated WhatsApp message saying that they had a plane breakdown and my journey would go from 15 hours to 27. I was scheduled to fly from Joburg to Nairobi, then Paris, then Zurich. The main issue was the flight from Nairobi to Paris was originally set to leave at midnight, but because of a plane breakdown, it would only leave at 8am the next morning. As a result, I would miss my connecting flight to Zurich and only arrive 12 hours later. The short version of what followed is this: Kenya Airways recognized that this delay has nothing to do with the airport and they made it right. For starters, they offered to put me up in a hotel. I didn't take this option because it would have taken a while to check-out of the airport, get to my hotel, fall asleep, then wake up super early to get back to the airport. When I mentioned this, they offered me lounge access which I took. They couldn't do anything about missing my connecting flight so the journey to Zurich was indeed 27 hours. But to make things right, they bumped me to business class on my way home from Zurich to Joburg, and they offered me a discount on my next flight on Kenya Airways. The airline business is complicated and often, things don't go their way when it comes to delays, plane break-downs, and other unexpected surprises which often leave customers feeling really frustrated. As someone who flies a lot, I know that it's impossible to get it right 100% of the time. But the thing I love the most is when a business takes responsibility for an issue they caused and makes it right. In fact, in some ways, it's even better than "getting it right" all the time. From me to Kenya Airways, I just want to say thank you for the effort they made on this trip. It's for this reason that I can write a post like this and praise them publicly. PS. I paid for my flight and this is an honest review of how I was treated as a customer of Kenya Airways ❤