25 Jun 2024
Customer Updates
News
Customer Update on Service Disruptions
We would like to notify our customers that we are experiencing a system outage that has impacted some of our core services, including our booking system, flight status updates, and customer support. This outage is as a result of damage to the undersea cable as communicated by our internet service provider. This was further exercebated by the road closures which made it difficult for some of our employees to attend their workstations on time, leading us to reschedule and cancel some of our flights.
We understand that this disruption may cause inconvenience and sincerely apologise. Please be assured that our teams are actively working on resolving the issue and ensuring we resume normal operations as soon as possible.
We have set up alternative support options for our affected customers. Customers are advised to visit our website Flight Status (kenya-airways.com) to confirm their flight schedule or call our Customer Excellence Center via +254 711 024 747, WhatsApp: +254 705 474 747 or Email: Customer.relations@kenya-airways.com or X (formerly Twitter) @KQSupport for further assistance.
As always, our customers' and staff's safety and well-being remain our utmost priority. We are committed to ensuring a safe and comfortable travel experience for you.
Corporate Communications
25 JUNE 2024
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25 Jun 2024
Customer Updates
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We would like to notify our customers that we are experiencing a system outage that has impacted some of our core services, including our booking system, flight status updates, and customer support. This outage is as a result of damage to the undersea cable as communicated by our internet service provider. This was further exercebated by the road closures which made it difficult for some of our employees to attend their workstations on time, leading us to reschedule and cancel some of our flights.
25 Jun 2024
Customer Updates
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We wish to advise our customers to expect delays in departures out of Nairobi’s Jomo Kenyatta International Airport due to some road closures. These closures have impacted both our employees and customers. Customers are advised to plan for extra time en route to the airport at least four (4) hours before the scheduled flight departure time.
19 May 2024
Customer Updates
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We would like to inform our customers that we are experiencing some disruptions in our flight schedules, which are leading to abnormally high levels of delays. The main reason for these disruptions is the unscheduled and extended grounding of two of our 787 Dreamliners due to delayed engine and engine components delivery. The flight disruption has also been impacted by the unavailability of our flight crew for some regional flights.
18 Apr 2024
Customer Updates
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Further to our update yesterday about flight disruptions due to severe weather impacting our operations into Dubai, Kenya Airways wishes to inform our customers that we will resume our normal operations to Dubai effective today. We will operate two flights to Dubai tonight, KQ306 departing Nairobi at 07:45 p.m. and KQ310 departing Nairobi at 08:30 p.m.
