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Kenya Airways Introduces Flight Communication Service Enhancing Real Time Customer Communication


Kenya Airways (KQ), on July 10, 2023, announced the introduction of an advanced flight communication service aimed at enhancing real-time customer communication in the event of flight schedule changes.

The innovative solution enables personalised and prompt notifications throughout the customers’ journey via various channels, including email, SMS, and WhatsApp.

Recognising the importance of seamless, prompt and efficient customer communication in its customers’ experience, Kenya Airways will now actively notify its customers of any updates or changes on their flight itinerary.

By leveraging automation and multiple communication channels, the airline aims to provide an unparalleled travel experience to its customers.

Kenya Airways Chief Commercial and Customer Officer, Julius Thairu emphasised the airline’s commitment to an enhanced customer experience, stating, “As a customer-centric business, we strive to deliver the highest levels of service and we are cognizant of the importance of real-time communication to our customers regarding their flight bookings, changes, and itineraries.

While the environment we operate in is very dynamic and disruptions can occur anytime, the differentiator is in how we constantly update our customers of any changes to minimize customer frustrations,” he added.

Contact information

To take advantage of the convenience of the new solution, Kenya Airways customers have since been encouraged to always provide correct contact information when making a booking through an agent and always confirm that the agent has reflected this in their booking accordingly.

Customers can also update contact information via the “manage my booking” function on our website/App or at the Check-In counters at the airport.

In addition to addressing flight changes updates, the solution will facilitate real-time communication with customers on various aspects related to their flights including check-in times, boarding gate, as well as timely updates on flight status.

The carrier further said it remains at the forefront of innovation, continually striving to redefine the standards of air travel.

The introduction of this advanced communication tool reinforces the airline’s commitment to delivering exceptional service and ensuring an unparalleled travel experience for passengers.

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