The COMESA Competition Commission (CCC) has fined Kenya Airways and Zambia Airways for violating passenger rights.
The sanctions, announced by CCC Chief Executive Officer Willard Mwemba during a press briefing in Nairobi on October 10, follow investigations in which both airlines were found to have mistreated passengers and failed to provide sufficient assistance during flight disruptions.
In January 2025, the Commission served notice of the commencement of investigations against the airlines over passenger abuse.
Kenya Airways And Zambia Airways Fined
Zambia Airways was fined the equivalent of 2 percent of its annual turnover. Kenya Airways was penalized for a similar violation.
“The decision comes amid growing concern over passenger welfare within the Common Market, particularly in the case of Zambia, Kenya and other COMESA Member States,” he said.
Mwemba stated that both airlines violated the COMESA Competition Regulations, adding that passenger welfare remains a key focus of the Commission’s enforcement agenda.
“Consumers deserve fairness, dignity, and accountability,” he said.
He noted that the Commission had observed a sharp increase in complaints over delays, cancellations, overbookings, and baggage mishandling across the region.
The Commission has introduced new compensation guidelines, requiring airlines within COMESA — including Kenya Airways, Zambia Airways, and Ethiopian Airlines — to provide cash compensation ranging from Ksh32,250 (USD250) to Ksh77,400 (USD 600), as well as meals, accommodation, and re-routing options in the event of travel disruptions.
Mwemba said that the Commission will continue to enforce fair business conduct across its 21 Member States.
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Passengers Complaint
According to the COMESA Competition Commission, its latest enforcement action followed complaints lodged by four Ugandan passengers who missed their connecting flights in Lusaka on August 18, 2024.
The delay on a Kenya Airways flight forced the passengers to spend an unplanned night in the Zambian capital, with the airline failing to provide accommodation.
Reports indicated that the four passengers, who were traveling to Livingstone, Zambia via Nairobi, had initially been booked to depart Entebbe at 3:50 a.m. on Kenya Airways flight KQ419 to Nairobi. They were to connect to flight KQ706 bound for Lusaka at 7:15 a.m. the same day.
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However, flight KQ419 experienced significant delays, causing the passengers to miss their connection as KQ706 departed Nairobi without them.
Although Kenya Airways rebooked them on a later flight, the second flight departed several hours behind schedule, ultimately getting them to Lusaka late in the night, three hours after their connecting flight to Livingstone had already left.
“As a result of the delay, the passengers missed their onward connecting flights — from Nairobi to Lusaka on Kenya Airways flight no. KQ706 and from Lusaka to Livingstone on Zambia Airways flight no. ZN419 which was scheduled to depart on the same day,” the Commission stated in its notice.
The Commission further noted that the affected passengers arrived at the Jomo Kenyatta International Airport at 8:06 a.m. after the delay at Entebbe Airport and then endured over seven hours of waiting for their rebooked connecting flight, KQ704, to Lusaka.
“It further alleged that Kenya Airways did not make any effort to reroute the passengers to their destination. Instead, the passengers, who were en route and mid-way into their journey, had to arrange for themselves through their agent to obtain a rerouting to their destination,” the Commission observed.
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