Kenya Airways Enhances Customer Experience with Newly Revamped Booking Platform

Kenya Airways (KQ) has launched a revamped online booking platform, designed to deliver a faster, more intuitive, and user-friendly experience for its customers.

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 significantly reduce customers’ flight booking time, 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.

Subsequently, Kenya Airways has introduced a free online self-rebooking service that will allow

customers to rebook seamlessly during flight disruptions without calling the contact center. This

service gives guests the control to select flights that are convenient for them based on their

schedule, streamlining the process of re-booking alternative flights during flight rescheduling or

cancellations. This will ensure 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. This is through integrating technologically advanced solutions that give our guests control and allows 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.