The COMESA Competition Commission has launched investigations into Zambia Airways and Kenya Airways following allegations of aviation regulation violations related to significant flight delays and passenger mistreatment. Complaints from affected travelers have highlighted a lack of accountability, with both airlines accused of failing to meet international standards for customer care during disruptions.
Kenya Airways Under Scrutiny
Four passengers lodged complaints regarding a Kenya Airways (KQ) flight 419 from Entebbe to Nairobi in August 2024. The flight was delayed for over six hours, causing the passengers to miss their connecting flight to Lusaka, Zambia. Upon arrival at Nairobi’s Jomo Kenyatta International Airport (JKIA), the passengers faced an additional seven-hour wait for a rebooked flight.
Adding to their frustration, the passengers alleged that Kenya Airways failed to provide food or accommodation upon their eventual arrival in Lusaka. When contacted, Kenya Airways responded via email, stating that accommodation, meals, and connecting flights were not covered under their contract of carriage once passengers reached their destination.
The COMESA Competition Commission expressed concerns over this response, suggesting it could constitute “unconscionable conduct,” a violation of Article 28(1). The commission is investigating whether the airline’s actions violated industry codes of practice, the Montreal Convention, and other international aviation agreements.
Another complaint cited a six-hour delay on Kenya Airways flight 418 from Nairobi to Entebbe. The passenger reported that no meals or accommodation were provided during the delay, further raising questions about the airline’s adherence to passenger rights.
Zambia Airways Faces Similar Allegations
Zambia Airways is also under investigation for a delayed flight between Livingstone and Lusaka, where passengers reportedly waited over six hours without being rebooked or provided with meals and accommodation.
The commission noted that Zambia Airways’ actions appeared to involve “unfair tactics” and a refusal to address legitimate customer grievances, adding that such treatment contradicts international aviation standards, including the Yamoussoukro Decision and the Montreal Convention.
Regulatory Implications
The COMESA Competition Commission emphasized the importance of upholding passenger rights and ensuring compliance with industry best practices. “Such conduct undermines the integrity of the aviation industry and compromises customer trust,” the commission stated.
If found in violation, the airlines could face sanctions, including fines and mandatory reforms in their service policies. The investigations also aim to set a precedent for fair treatment of passengers in the region and align African aviation practices with global standards.
Public Reactions
The complaints have sparked widespread debate among travelers and aviation observers:
- Mayo Mpapa commented, “I hope the named airlines will be adequately sanctioned. Time is money, and such a message needs to be sent to the airlines.”
- Steve highlighted, “The EU sorted out this wanton abuse of passengers by airlines. Airlines have to pay passengers between €250-€600 for delays starting from as low as 2-3 hours—regardless of the reason. These delays by African airlines would reduce if they were penalized.”
- Habeenzu criticized the broader customer service culture, stating, “Customer service in Zambia is very poor and, in most cases, non-existent.”
Moving Forward
The ongoing investigations by the COMESA Competition Commission underscore the need for better customer service and stricter enforcement of passenger rights in Africa’s aviation industry. Travelers hope these measures will ensure airlines prioritize customer care and accountability, reducing delays and improving travel experiences across the region.
The outcomes of these investigations are highly anticipated and could pave the way for meaningful reforms in Zambia and Kenya’s aviation sectors.
