Kenya Airways Revamps Its Digital Customer Experience with New High-Speed Booking Platform & Online Self Rebooking Service

Building upon the successful launch of a new website last year, these latest developments mark the second phase in the airline’s ongoing commitment to enhance the online customer experience. The new booking engine is estimated to reduce the customers’ flight booking time on the website significantly as a result of faster loading times for page sessions, thus bringing to an end session timeouts and repeated prompts.  

"Technology is a key driver in ensuring exceptional customer service. This revamped booking platform delivers a significantly smoother online experience, streamlining everything from flight searches to booking, payment, and check-in for our digital-savvy customers," says Julius Thairu, Chief Commercial and Customer Officer (CCCO) at Kenya Airways.  

Concurrently, Kenya Airways has introduced a free online self-rebooking service for customers that will now allow KQ customers to rebook themselves seamlessly in case their flight is canceled or rescheduled without calling the contact center. This service gives guests the control to select the flight that is convenient for them based on their schedule. The self-rebooking service is available on this link. 

The new self-rebooking service will streamline the process of re-booking passengers during flight disruptions which was previously manual. By implementing the service KQ will significantly improve its ability to manage disruptions, ensuring that customers are quickly and efficiently re-booked on alternative flights with minimal inconvenience thus enhancing customer satisfaction and operational efficiency. 

“Our goal is to streamline all our processes to ensure efficiency and convenience at all touch points in the customer journey by integrating technologically advanced solutions that give our guests control and allow them to self-service and save time.,” Julius noted. 

This move demonstrates the airline's pursuit of innovation to enhance its digital operations and provide a rewarding travel booking experience for every customer. This is underscored by a series of prestigious awards and nominations including the World Travel Tech Awards 2024 nomination, the e-commerce Leader Travel & Tourism Award (2023), Gold Winner for Best Ticketing Platform (2023 & 2024), Silver Winner for Best Travel & Hospitality e-commerce Website (2024), and Gold Winner for Best in E commerce Travel & Tourism (2021). These accolades recognize the airline's dedication to e-commerce excellence, solidifying its position as a leader in the travel industry.