National carrier, Kenya Airways (KQ) on Wednesday, September 4, 2024, explained the reason behind delays and service disruptions.
In a customer update statement, Kenya Airways attributed the issue to an unscheduled engine overhaul. The national carrier further informed its customers that engine supply constraints affected their service delivery.
According to Kenya Airways, two of its dreamliner aircrafts are currently grounded due to the above-listed reasons.
“Dear Valued Customer, Kenya Airways would like to apologize for the delays and disruptions that have been experienced in the recent past. These have been caused by unscheduled engine overhaul and unforeseen engine supply chain constraints; thus, resulting in us having two (2)787 Dreamliner aircraft grounded,” KQ’s statement read in part.
Way forward
Following the engine issues, Kenya Airways was forced to downgrade, reschedule and further delay some flights.
However, the national carrier has assured its customers that it’s working with relevant engine lessor manufacturers to find a solution to the issue.
In the notice, KQ said it the issue will be resolved without giving the exact date when services will normalise.
“We are currently working with our engine lessors and manufacturers on a solution, and this includes finding replacements for our engines. We have therefore had to downgrade, reschedule and, or delay some of our flights. We do however expect this to be resolved shortly, and we will keep you updated.
In the event that this takes longer than expected, we shall realign our network to reduce on the number of delays or rescheduled flights,” KQ stated.
Update booking details
Following the service disruption, Kenya Airways has appealed to customers to update their booking services.
“In the interim, we kindly request that you update your booking contact details (email and phone number) directly with KQ via our website Flight Status (kenya-airways.com) or call our Customer Excellence Center via +254 711 024 747, WhatsApp: +254 705 474 747 or X @KQSupport.
“This is to enable us to provide you with timely flight updates. We apologize for the inconvenience that this has caused.”
