Objective of the Service Charter The Pride of Africa Service Charter has been designed, specifically for you, to reflect our commitment; to treat our customers in a fair, courteous and prompt manner. It will additionally provide clear information about what you can expect us to do, particularly in the event of service disruptions. Our Contact Centre: +254 20 3274747 Telephone: +254 735 110479 or +254 735 010658 Email: customer.relations@kenya-airways.com Website: kenya-airways.com\customercare For our global office contacts click on to: kenya-airways.com/home/global_contacts/default.aspx The charter contains specific, voluntary service commitments and addresses all areas of your travel experience from making a reservation to arrival at the final destination. It also outlines the avenues for redress where our services fall short of our set standards. We believe that you, our esteemed customer, have the right to know the level of service we should offer you at all times. In those rare occasions when we may fail to meet the very high standards we have set ourselves, we shall welcome your feedback on how to improve our service in order that we can offer you better services, in the future. Postal address: Customer Relations Kenya Airways P.O. Box 41010-00100 Nairobi. Contact Flying Blue on: +254 20 3274767 or via email on flyingblue.ke@klm.com for more details The charter is divided into sections that specifically outline the key service delivery information that you should know about Kenya Airways the pride of Africa Service Charter R3ƒ.indd 2-3 5/13/11 12:30 PM
Our Mandate Kenya Airways seeks to achieve world class standards in service delivery, product quality and operational efficiency. We believe that we are the airline of choice in Africa and therefore aim to develop JKIA as a premier hub in Africa. We wish to pursue a business model that will deliver consistent level of profitability for sustainable development in Africa. Our actions, behaviors and attitudes are driven by safety, customer satisfaction and quality at all times. Our Vision To consistently be a safe & profitable airline that guarantees world class service; the Pride of Africa. Our Mission To maximize stakeholder value by consistently Providing the highest level of customer satisfaction. Upholding the highest level of safety and security Maximizing employee satisfaction..whilst being committed to corporate, social responsibility. Our Core Values Customer first Booking Fare information & restrictions Our reservations agents and online booking service, will offer our customers the appropriate fare available for the planned itinerary (date of travel, class and flight), based on the information provided by the customer. Fares are subject to change and penalties will be charged where applicable. Customers responsibilities Make bookings early in advance and pay on time. Provide adequate information for the booking. Ensure all necessary travel documents are valid. Reservation, schedule changes or cancellations Bookings will be valid for 48 hours before payment and ticketing. We shall inform you of schedule changes as they happen. We take no liability for schedule changes done 7 days before day of departure. For significant schedule changes we will assist to re-book you on the first available flight convenient to you. When booking a ticket kindly ensure that a reliable contact number or e-mail address is provided. Safety Integrity Customers Expectations Customer satisfaction. Safety and Security. Fairness and equity. Integrity and reliability. Abide by the International Air Transportation Association (IATA) standards and regulations related to aviation travel. Access to an extensive global network and excellent merit-based benefits, through the Sky team alliance partnership. Service Charter R3ƒ.indd 4-5 5/13/11 12:30 PM
Airport The arrival, check in and boarding gate closure times are highlighted in the table below:- International Flights Domestic Flight Arrival at the Airport 3 hours to flight closure time 2 hours to flight closure time Check in closure time 1 hours to departure 45 minutes to departure Final Boarding Call 45 minutes to departure 30 minutes to departure Handling bumped off passengers We shall use a fair and open process with justification when we deny our passengers boarding. Every effort will be made to inform our passengers at check-in of the denied boarding status and we shall abide by the denied boarding compensation policy or the EC 261/2004, regulations where applicable. Ensure the ticket is valid for the scheduled flight Ensure all travel documents are valid. Check in We shall endeavour to ensure that our check in process is efficient and provide all the necessary information through our check-in agents. We shall also avail staff for enquires at the terminal to ensure seamless service provision and experience to all our customers. We request that you report at the airport 3 hours before departure for international flights and 2 hours before for domestic flights. Do avail all required documents to enhance speedy check-in. Comply by the baggage weight limitation and allowance. Take advantage of the on-line check in services available between 30 hours to 3 hours before scheduled departure time of your flight for speedy check in process. Log onto www.kenya-airways.com/ home/ to check-in online Irregular Operations These include flight delays and cancellations that may be caused by reasons within or beyond our control. We shall use all available resources to inform our customers of any flight changes. If the changes occur at check-in customers shall be notified and assisted accordingly and updates on flight status disseminated continuously. Assistance will be offered to ensure that our customers arrive at their final destination as soon as possible. Prioritized care will be given to passengers needing special attention to ensure comfort and safety during the disruption. Beyond our Control All available resources will be used to inform our customers of any flight changes. If the changes cause a delay or cancellation to the flight, we shall facilitate and recommend hotel and restaurant. Service Charter R3ƒ.indd 6-7 5/13/11 12:30 PM
Special Services Ensure the ticket is valid for the scheduled flight. Ensure all travel documents are valid for any transfers and re-routings offered. Communicate any special needs to the airline for assistance and consideration. Customers needing Special Attention Unaccompanied Minors These are Children five (5) to eleven (11) years of age. All minors will be pre-boarded in order that they may be introduced to the Senior Flight Attendant and provided the comfort they will require. Prioritized care and handling during any disruptions and additionally consult with the parent or guardian and offer facilitation on consent. Children above 12 years of age or minors accepted unaccompanied shall receive the same services as adult passengers, except in cases of flight irregularities. For more information kindly visit Service Charter R3ƒ.indd 8-9 www.kenya-airways.com\unaccompaniedminor Comply by the required regulations in the air transportation of minor. Ensure a reliable origin and destination contact is provided. Passengers with Reduced Mobility All possible will be done, on prior notification, to provide priority service and ensure comfort during air transportation, ground time and flight disruptions. We shall not charge excess weight on equipment checked-in to aid customers comfort. Make the booking at the very minimum 48 hours before scheduled departure When booked on medical grounds reserve flexible tickets to avoid attracting penalties due to unplanned changes. Inform Kenya Airways on any special equipment or attention required e.g. oxygen, stretcher, or packaging of a wheelchair battery for advice. To be at check-in at the minimum 3 hours before departure. 5/13/11 12:30 PM
On Board Arrival On Board service We shall ensure that we provide a sanitized cabin environment and ambience for your comfort and ensure that we provide quality catering services and friendly customer care while on the air. To comply by the required safety rules provided on board. To alert staff on any irregularity for immediate action. Baggage Handling On-time baggage delivery We have devoted all extensive resources available to ensure on time baggage delivery. If we delay a bag we shall make every effort to contact owner of the bag and offer follow up on tracing, trace it and deliver it to you, subject to customs approval, at no extra costs. Label of bags, in and out, with correct current name, telephone contact and email address. Report immediately of any irregularity on the bag. Baggage Settlement We commit to advise our customers on baggage liability on checked in items. In case of an irregularity, we shall provide a fair and reasonable settlement for lost or damaged baggage. The total liability will be guided by airline rules, regulations and applicable conventions. (For more information please visit http://www.kenyaairways. com/home/conditions_of_carriage. Kindly note: The Warsaw Convention applies and liability is limited to US$20 per kg per checked baggage up to 40 kgs ($800.00) and $200 per passenger for cabin baggage, unless a higher valuation has been declared and additional charges paid. Excess valuation may not be declared for certain types of articles. The Montreal Convention applies and liability is limited to 1,000 Special Drawing Rights (SDRs) per passenger regardless of the number of bags a passenger may check. Exchange rates are available at www.imf.org. Quality Customer Service from Code Share Partners We will ensure that code-share contracts with other airlines are committed to our service level agreements and in-line with this service charter. Service Charter R3ƒ.indd 10-11 5/13/11 12:31 PM
Arrival Loyalty Program - Flying Blue Kenya Airways is a member of the Flying Blue loyalty programme. Flying Blue offers our customers benefits that ensure they are recognized and rewarded all over the world. Thanks to our network of over 900 destinations you can redeem your Award Miles for Award tickets to any destination that Kenya Airways and any other Sky Team partners* fly to. Upgrades to Premier World are available using Award Miles. Redeeming Miles is easy. Simply call the Flying Blue call centre which is open 24 hours daily to ensure that member requests are handled immediately. Transport the customer s consignment expeditiously. Accept consignments for carriage if they conform to required KQ Conditions of Carriage meet IATA standards and are delivered within stipulated cut-off times. Inform customers of any flight disruptions and schedule changes. Update the customer of any off-loads within a reasonable time frame after the Scheduled Time of Departure (STD) and uplift the shipment on the 1st available flight. To respond to your enquiries on space availability and applicable rates within 24hr of receipt of your booking request. To ensure your cargo arrives safe and intact at the final destination. : Make a reservation and get a confirmed booking on email. Pack and label consignment(s) legibly with name and full address of both shipper and consignee. Provide all the requisite freight documents. Comply with all government and customs regulations for country of origin and destination. Deliver consignment to KQ Cargo ready for carriage within the set cut-off times for each cargo. Pay all the applicable charges. For more information on the cutoff times, procedures, applicable charges and product offering, visit www. kqcargo.com or email: info.cargo@kenya-airways.com *Sky Team Partners Air France, KLM, Delta, Aeroflot, Aeromexico, Air Europa, Alitalia, Czech Airlines and Korean Air. KQ Cargo KQ Cargo serves a vast regional and international network with scheduled services, offering belly capacity to over 100 destinations. KQ Cargo is committed to offer the following services: Provide Passenger Information We commit to provide all information to our passengers through our website at www.kenya-airways.com. Handling Customer Feedback We commit to respond to customer feedback, on availability of contacts, by acknowledging within 0-5 working days. On receipt of the required documents, we shall investigate feedback received to provide a factual satisfactory conclusion. We shall do everything possible to ensure that we resolve customer concerns within 21 working days conclusively. If dissatisfied with the resolution, call or write to the Service Charter R3ƒ.indd 12-13 5/13/11 12:31 PM
Arrival customer relations team to review the matter in order to reach an amicable solution. If still dissatisfied, call or write to the Customer Care Manager. To provide contact details for effective feedback. To provide flight and ticket details for quick investigations and satisfactory feedback. DISCLAIMER FOR THE CHARTER We take the Customer Service Charter very seriously and we know that you expect nothing less. However, the Customer Service Charter does not create contractual or legal rights; our contractual rights and obligations are set out in our conditions of carriage and applicable tariffs, both of which provide additional details on the matters discussed and must be consulted to fully understand your rights and our obligations. For example, we are not responsible for any special, incidental, or consequential damages for delays, cancellations, lost baggage, late refunds, or instances in which we do not meet our service goals. AMMENDMENTS TO THE CHARTER With respect to the ongoing developments and dynamism of the aviation industry, this service charter will periodically be reviewed and updated with a view to improving our service. Service Charter R3ƒ.indd 14-15 5/13/11 12:31 PM
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