'We are sorry!' Airline apologises to customers for festive season "mess up"

juma chrispinus

February 21, 2017 10:57 AM

Jambojet attributed the mess up during festive season to operational challenges.

A Kenyan low-cost carrier Jambojet on Tuesday took a humble pie and apologised to its massive customers.

In a statement from Jambojet Managing Director and Chief Executive Officer Willem Hondius emailed to P Live Kenya, the airline attributed the mess up that was experienced during the festive season through the Valentine’s Day celebrations to spate of unforeseen operational challenges.

“We are truly sorry that we let you down and deeply regret the frustration and inconvenience this may have caused,” he said.

Hondius has said in an email that the challenges dented the airline a coy treatment to its esteemed clients, a situation he has vowed not to recur in future.

As a measure to curb the recurrence, the airline already introduced a brand new Bombardier Q400 next generation aircraft to further enhance flight schedule integrity, and is projected to have more of such planes.

“These [unfortunate] issues highlighted opportunities to improve our service delivery and overall customer experience; we recognize our responsibility to deliver a reliable service at all times.”

Hondius added: “We are committed to you, our valued customers and are doing everything we can to make your experience with Jambojet one to remember for all the right reasons.”

Revenue boost

Last month, the low-cost airline, which is owned by Kenya Airways, advertised for the position of ancillary manager who was to oversee a new department to drive the alternative income stream.

Ancillary services in the airline industry include entertainment, onboard shopping, Internet gaming, car hire, frequent flier programmes, and hotel bookings which eventually offset (and sometimes exceed) the budget ticket costs.

Other airline’s non-ticket revenue streams include checked baggage, better cabin seating, extra leg room, better snack, early boarding, premium Wi-Fi connection and trip insurance.

Jambojet was launched in Kenya in April 2014 and operates four aircraft flying to six routes including Mombasa, Eldoret, Kisumu, Ukunda, Lamu and Diani from the Nairobi’s Jomo Kenyatta International Airport (JKIA).

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