Kenya Airways (KQ) issued a statement in response to a system outage that affected some of its core services including the booking and flight status updates.
In a statement on June 25, KQ confirmed the outage attributing it to internet issues caused by damage to the undersea cable that provides internet.
“We would like to notify our customers that we are experiencing a system outage that has impacted some of our core services, including our booking system, flight status updates, and customer support. This outage is as a result of damage to the undersea cable as communicated by our internet service provider,” KQ said in a statement.
In addition, the airline explained that services were further disrupted as some of its employees were unable to make it to their workstations on time because of road closures due to the anti-Finance Bill Protests.
“This was further exacerbated by the road closures which made it difficult for some of our employees to attend their workstations on time, leading us to reschedule and cancel some of our flights,” KQ added.
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Kenya Airways Issues Apology Over Service Disruptions
Kenya Airways apologized to affected customers while acknowledging the inconveniences the disruptions have caused.
Additionally, the national carrier assured customers that a team was actively working towards ensuring a return to normalcy of the services as soon as possible.
“We understand that this disruption may cause inconvenience and sincerely apologise. Please be assured that our teams are actively working on resolving the issue and ensuring we resume normal operations as soon as possible,” the statement read.
Likewise, KQ emphasized its priority to ensure the safety and well-being of staff and customers and its commitment to ensuring a safe and comfortable travel experience for them.
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The airline also provided contacts for the affected customers to call for more information and assistance.
“We have set up alternative support options for our affected customers. Customers are advised to visit our website Flight Status (kenya-airways.com) to confirm their flight schedule or call our Customer Excellence Center via +254 711 024 747, WhatsApp: +254 705 474 747 or X (formerly Twitter) @KQSupport for further assistance,” KQ concluded.
Safaricom System Outage
Kenya Airways system outage follows a statement from Kenya’s giant telecommunication service provider Safaricom issued on the same.
Safaricom noted that it had experienced service disruptions caused by outage on two of their undersea cables that deliver internet traffic in and out of the country.
Further, Safaricom notified customers that they may experience reduced internet speeds and intermittency on various apps including M-PESA, Super App and Safaricom App.
In a statement on June 25, the telco confirmed the outage and stated the measures taken to mitigate the situation.
“We have experienced an outage on two of our undersea cables that deliver internet traffic in and out of the country.
We have activated redundancy measures to minimize service interruption and keep you connected as we await the full restoration of the cables,” the statement read in part.
Safaricom also Clarified on Data Privacy
Safaricom also clarified on online conversations claiming that it was sharing personal information with the government.
The company affirmed to the customers of its respect for their privacy and assured its adherence to the data protection laws.
“We respect our customers privacy and adhere strictly by the country’s data protection laws. As such we do not share any customer data unless explicitly required of us via a court order.
“On the current issue in discussion, we confirm that we have not received any court order requiring us to share customer information with any government agency,” Safaricom said.
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