National carrier Kenya Airways (KQ) has been forced to refund Sh 415,000 flight fare to a passenger who missed his flight after it was found on the wrong by the Competition Authority of Kenya (CAK).
The compensation follows the conclusion of investigations by the Competition Authority of Kenya (CAK) following a complaint by a passenger-only referred to as Mr. Christopher who had launched a complaint against the company after he missed a connecting flight to England’s capital London in February 2018 after KQ oversold tickets.
Christopher who used RwandAir as an alternative was forced to pay for a KQ flight to the destination and was later denied compensation after the carrier claimed he arrived late.
Upon investigations, CAK established KQ lied in the process after witnesses and the plaintiff presented similar statements.
KQ has been found to be in violation of provisions of the Competition Act including using its higher bargaining position to unconscionably deny the complainant boarding along with the use of unfair tactics for the declined refund.
In the ruling, CAK asked KQ to always inform its customers on situations when one is denied boarding because of certain reasons.
KQ has been ordered to commit to the refunds within 60 days from the date the claim is lodged.
