Subject: [RefID:***] delayed flight compensation

Good day Christine.

Is it possible to get the contact number for your direct management please?

Much appreciated.

Be blessed

C *(please note, a one star rating is actually to much for the service and disrespect we encountered with this Keny Airways)

From: C<***> Sent: Tuesday, June 11, 2024 9:26 AM To: 'Customer Relations' <***> Subject: RE: [RefID:***] delayed flight compensation Importance: High

Dear Christine Opilo.

I am disgusted to say the least about your nonchalant reply. Do you realise that we suffered as a result of your airline? I am on medical disability and money is a huge item in my life. Please read below again and have some empathy towards us. I loaned money from my son-in to be able to get home as a direct result of your airline causing huge delays:

Subject: REQUEST FOR COMPENSATION DUE TO ADDITIONAL FLIGHT BOOKED AND HOTEL STAY THAT WERE UNPLANNED

Good day.

I am a mental health patient and on medical disability for the past 6 years. Seeing my GP, Dr , my psychologist , my psychiatrist Specialist Dr on a bi-annually basis. My medication with authorization documents from my GP and Specialist accompanied my wife A and I, C , for the 2 month's visit to Dubai, UAE. Our return flights were booked on our behalf by my daughter, M and my son-in-law T.The problem started with flight KQ311 (booking reference SBBZ8P)delays, first we had to prepare for a 12:55am departure on the 27 April from Dubai to Nairobi, then delayed to 2am, then delayed to 2:45am, we were sitting in the plane at 1:29am, waiting for the long awaited departure. The flight only took off at 3:50 am and as a result of this, the following transpired as we missed flights:

1. Missed flight KQ760 that was scheduled to board at 7:00am, 2. Re-schedule to flight KQ762 which only boarded at 11:50am, departed at 13:06 3. This meant we landed so late at Johannesburg airport, that we missed our local flight 4Z785 AIRLINK to Port Elizabeth, that was supposed to depart at 15:55 on the 27 April. 4. We were not able to get a flight to take us to Port Elizabeth as there were none available 5. We were forced to book us into the nearest hotel (Southern Sun International Hotel = R1 868.94), for the night as we could only get a flight 4Z797 (R 2 047-00) to Port Elizabeth at 10:10am on the Sunday,28 April.

As a person that is on disability, I cannot afford to pay any extras as my financial status does not allow for it and I had to loan money from my son-in-law to be able to pay the extras not budgeted for. I am physically and mentally drained and booked appointments with both my psychologist and psychiatrist to assist me as my coping mechanism was severely tested as a result of the mentioned difficulties.

I hope my mail finds you well.

Best regards

C and A

Ps … I am not accepting a brush off at all.

From: Customer Relations <***> Sent: Tuesday, June 11, 2024 7:17 AM To: *** Subject: [RefID:***] delayed flight compensation

Dear C , Thank you for taking the time to provide detailed feedback regarding your recent travel experience with us. First and foremost, please accept our sincerest apologies for the inconvenience you encountered during your scheduled travel with Kenya Airways. We appreciate you bringing your concerns to our attention regarding the delay of your flight. We understand the frustration and inconvenience that flight disruptions can cause. Maintaining schedule integrity is a fundamental principle for us at Kenya Airways. However, in an industry as dynamic as aviation, unforeseen circumstances sometimes compel us to cancel or delay flights, prioritizing the safety of our guests above all else. In accordance with industry standards, we provide delay care during extended waiting times and offer alternative flights at no additional cost. We understand that the delay may have inconvenienced you greatly, and for that, we sincerely apologize. Regarding your request for compensation, it's important to note that due to the unpredictable nature of the airline industry, Kenya Airways does not offer compensation for disrupted flights or cater for expenses outside the contract of carriage such as separate tickets, hotel or land transport. We highly recommend our customers to consider travel insurance to mitigate any unforeseen flight disruptions. Once again, please accept our heartfelt apologies for the inconvenience caused. Your continued support means a lot to us, and we look forward to the opportunity to serve your air travel needs again in the near future. Warm regards, Christine Opilo

Customer Relations

Tel. Number: ( no contact numer at all) Mobile: ( no contact number at all) Email: *** Website: www.kenya-airways.com