Skyward Express has responded to the trending video of a woman who was recorded crying at their offices after she missed a flight with her baby.

Speaking to The Kenya Times, Skyward Express representative stated that the issue has already been resolved.

However, the customer care representative failed to provide further information noting that the airline will officially provide updates on their social media platforms.

“We have already handled the matter and I cannot talk more about that in my position,” said the airline’s customer care representative.

The official did not also disclose whether the woman was placed on another flight or reimbursed.

“Unless you now talk to our social media for further information. I can’t disclose that in my position, but we have already handled the situation,” she added.

About the Trending Video

According to reports, the woman was to travel to Migori County on Skyward Express with her 10-day-old baby said to be very sick.

The Woman allegedly took a loan to afford the flight due to her child’s condition as opposed to traveling by bus.

She arrived at Skyward’s premises at 6:15 a.m., and the flight was scheduled for 6:45 a.m.

However, it is alleged that Skyward Express attendants blocked her from boarding, arguing that she was late by 10 minutes and the check-in time had closed at 6:05 a.m. hence she could not fly to Migori.

It is also alleged that the staff at the airline tried to manhandle the stranded lady and her child but concerned citizens who recorded the video intervened and they stopped.

The reports stated that the woman was stranded with the sick child at Skyward’s booking office.

In the video, the woman is seen crying holding her child who is wrapped in a white shawl. She can be seen seated in the office across a desk with no attendant on the other side.

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Mixed Reactions from Kenyans on X

The video posted by blogger Cyprian Nyakundi has elicited mixed reactions from Kenyans on social media.

Some users argued that the woman should have admitted the sick child to a nearby hospital instead of crying at the airline’s offices.

Kenya Scorecard wrote that the woman should have been informed of the risks of losing her baby if rules were applied strictly.

“All I can say is to be an informed traveler. A sick child is supposed to be in the hospital. If parental rules were ever followed, the mother would be in jail, and the baby would be taken away from her due to negligence,” wrote Kenya Scorecard.

Another user, Samatar Ahmed Guleid, explained that the woman should be at the airport one hour before departure.

He noted that one hour applies to local flights, while for international flights it is two hours. However, he pleaded with Skyward Express to help the woman, arguing that it might be her first time flying.

“She should just reschedule for the next flight and use the waiting time to seek short-term medication for her child at the nearest facility,” Edwin Chepkindet wrote.

Another user named Malaba slammed Skyward, stating that they could have extended the departure time and allowed the woman to board the plane if she were a popular person.

“Everyone is missing the point here. How many times do these airlines have 30 or more minutes of delays? How many times do honorables run 5 minutes late and keep everyone waiting? It’s just that she has no name—and that’s why they treated her that way,” Malaba wrote.

Samuel Wekesa said “No family should endure such distress, especially when they’ve made efforts to travel under challenging circumstances. This incident demands accountability.”

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Skyward Express Launches Flights to Migori

Skyward Express launched flights to Migori County on September 13, 2023.

Transport Cabinet Secretary Kipchumba Murkomen, Mama Ida Odinga and National Assembly Majority Leader Kimani Ichung’wah were among the leaders who attended the event.

The airline announced three weekly flights from Nairobi’s Wilson Airport to Migori County’s Airstrip.

This allows Kenyans, tourists, and businesspeople to fly to Migori for only Ksh 8,600.

Skyward chose the Dash 8 Q-100 aircraft, which has a seating capacity of 37 passengers, to operate on the route.

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