MPs Demand Overhaul Of Kenya Airways Over 'Flight Delays, Lost Bags, Arrogance, Dirty Cabins'

The National Assembly has called for immediate reforms at Kenya Airways (KQ) amid growing concerns over declining service quality, professionalism, and customer care at the national airline.

The matter was raised on Wednesday afternoon, November 12, by Eldas Member of Parliament (MP) Adan Keynan, who sought a statement on the flag carrier's current status during a sitting presided over by Speaker Moses Wetang’ula. 

The debate quickly became heated as Members from across the political divide accused KQ of losing the prestige that once made it “The Pride of Africa.”

“Just watching your facial appearance, Mr. Speaker, one can see the disappointment,” one Member remarked. “You wonder, is this the same KQ we once took pride in, or some new version from another world? The experience today is utterly disheartening.”

Lawmakers cited numerous complaints from travelers, including long flight delays, poor customer handling, cancelled connections, and frequent baggage losses, as they accused KQ’s management of neglecting customer welfare despite continued government support.

“KQ has been given every form of support by the government — structural, technical, administrative — yet what we receive in return is arrogance, poor service, and an erosion of professionalism,” argued Keynan. “It’s painful when citizens who once took pride in the flag carrier now avoid it out of fear of being stranded.”

Some MPs even went so far as to share personal experiences, describing inattentive flight attendants, unkempt cabins, and a lack of courtesy. Others questioned the airline’s fare structure, saying its pricing does not reflect the service delivered.

“Today, a traveler pays the same fare on Kenya Airways as they would on Emirates or Ethiopian Airlines, yet receives the service of a budget airline,” one MP complained. “It is unacceptable for a national carrier to treat its customers as though they are an inconvenience.”

The House also raised concern over alleged cartel influence in leasing and operational decisions at the airline. Legislators claimed that opaque procurement processes and middlemen have compromised efficiency and accountability.

“If you look deeper, the planes are leased through shadowy arrangements controlled by middlemen,” an MP exposed. “Until we clean up management and restore accountability, KQ will continue to embarrass this nation.”

Speaker Wetang’ula commended Members for their contributions and underscored the need to safeguard Kenya’s international reputation.

“This is not a trivial matter,” he responded. “When our flag carrier fails to meet the standards of decency, courtesy, and reliability, it dents our reputation as a country. It is the duty of this House to ensure that public entities, especially those carrying our national flag, uphold the highest standards of service.”

The National Assembly resolved to establish a select committee to investigate Kenya Airways’ service delivery, management practices, and compliance with international aviation standards.

The committee is expected to make recommendations aimed at restoring efficiency, professionalism, and customer confidence.

Once a symbol of African excellence in aviation, Kenya Airways now finds itself under intense scrutiny. As one legislator concluded, “We must decide whether KQ will remain The Pride of Africa or sink into being the shame of Africa. Kenyans deserve better.”

Kenya Airways had yet to respond to the lawmakers' lamentations by the time this article was published. 

A Kenya Airways passenger plane at Jomo Kenyatta International Airport (JKIA), Nairobi as of October 16, 2025. /KENYA AIRWAYS