Kenya Airways Offers Alternatives After Online Glitch Affects Hundreds Of Passengers

National carrier Kenya Airways on Tuesday, April 2 offered its passengers alternative booking options after it confirmed a hitch on its website affecting the booking of flights online.

The airline announced in a statement that it temporarily postponed its 'book flight' option on its webpage owing to technical issues, acknowledging that travellers had difficulty booking for flights through its website. However, KQ assured that it was working to resolve the matter promptly. 

"We regret to inform you that the "book flight" option on our website is currently unavailable due to technical issues," Kenya Airways announced.

Passengers to Mumbai going through the check-in process at Jomo Kenyatta International Airport on March 6, 2019. /KENYA AIRWAYS

"We would like to assure you that we are working diligently to resolve this as quickly as possible. We appreciate your understanding and patience as we work to restore full functionality to our website."

KQ however encouraged passengers to make use of the airline's mobile application to make flight bookings or contact its customer service team for assistance on the same.

"In the meantime, to assist you with your booking needs, we recommend using our mobile app, which remains fully operational. Alternatively, you may contact our customer service team directly for assistance with your booking," added the airline.

Keeping its booking systems is Kenya Airways', and by default, all airlines' top priority given the millions of passengers they serve daily. 

This means that even the slightest of inconveniences on their part can pose severe consequences, including disruption of travel plans among passengers, no matter the urgency, as well as thousands of shillings lost in the booking process.

How Travelers Book an Online Flight with Kenya Airways

A traveller has to enter the airport or destination where they are flying from and flying to on the booking widget.

Next, they will select the type of trip they are planning whether it is a one-way journey, a return trip, or a multi-city adventure.

Afterwards, the traveller will input his/her travel dates, preferred cabin class, and the number of passengers joining them.

Once they have filled in these details, they will click on the “Search Flights” button to proceed with the booking process.

The system will then display available flight options that match their criteria, allowing them to choose the one that best suits their travel plans.

However, travellers are allowed to utilize the price histogram tool to compare fares and ensure they’re getting the most competitive rates available.

Demand for Kenya Airways flights has been increasing over the months and years, which has led to positive fortunes in terms of its overall finances.

On Tuesday, March 26, Kenya Airways posted an operating profit of Ksh10.5 billion for the first time since 2017 for the year ended December 31, 2023, a turn-around from an operating loss of Ksh5.6 billion in 2022, a 287% growth.