The day I missed my Kenya Airways

A few days ago I remarked, in passing, that I miss flying Kenya Airways. And one of my friends who was within earshot, promptly reminded me about the conversation we had when the national carrier was granted the last bailout of about Sh4bn.

In this particular case, regarding the bailout, we were both in agreement that bailouts are an untenable modus operandi, and more so from companies that trade on a for-profit platform.

The latest news is that the loss-making airline may require a further Sh60 billion cash injection after the turn-around plan is finalised. The figure is staggering and in a country where we have so many more sectors that need help, it has started to feel as if we are sinking taxpayers’ funds into questionable historical decision-making. I say we because, make no mistake, whether via taxpayers or shareholders, we will be paying for a long time to come.

But back to why I miss Kenya Airways. I feel it necessary to state that my gripe, since the start has been with the governance and management of the airline and not the customer facing experience.

Neither, via domestic or international flights have I ever had grievances with anything past the fare comparison stage. I have heard from people who bitterly complain about pilferage of personal items, which blame has to be shared between the carrier and the airports authority.

The woes about a lost luggage, personal products and electronics are complaints I will save for another day.

Today, I am trying not to kick someone while they are down.

Through no effort of my own, all the flights I have taken lately have been non-KQ and it just gives me more reason to yearn for our homegrown hospitality. In fact, if it were not for the repeat of an incident that we experienced while flying back to Nairobi via Amsterdam on a European carrier, I would not have deemed it worthy of mention. However, the circumstances under which this particular incident happened left us reeling from disbelief and upset and I hope that the individual concerned lodged a formal complaint.

About two months ago I was on the red eye, and as is the norm, had deliberately kept awake before the flight so I could sleep through the transatlantic passage. I can never seem to check in online early enough so I always end up sitting between passengers, whose little comfort I loathe to disrupt.

On this day though, I realised that I desperately needed my phone charger which was in the overhead compartment and after agonising for the longest time, I decided I could not do without it. Poor planning on my part recognised, I apologetically slinked into the aisle. And here my woes began.

A pleasant flight steward (male) had helped me place my bag in the overhead compartment and try as I could, it was the best I could do to reach the hatch to pop it open, I needed at least five more inches of height to reach my laptop bag and lower it to the ground. And so I did what anyone would do and I waited for help.

Being the wee hour, most people were exhausted and asleep and the thought of waking the family directly under my bag by dumping the contents of my carry-on on their heads was undesirable. I explained this to the stewardess who passed by 10 minutes later and requested her help in getting my case down.

And she proceeded to tell me off, stating that she couldn’t possibly assist everyone who needed her help in getting their cases and I should know better. I was speechless. I get it though. It was late in the night, we were all tired and certainly not her fault that I am height-disadvantaged. Point taken.

On the flight back, we had a colleague on crutches and he requested for assistance in getting his bag stowed overhead. The lady bent over and told him, without batting her eyes, that next time he should not pack a heavy bag because she “has a back too” (sic).

Those of us within earshot were shocked at what we felt was a callous response. He had not just hurt his back, or his legs, he is permanently challenged and whether heavy or light, he would still not have been able to hoist it into the overhead compartment. Further, the bag was well within the carry-on weight and dimension limits.

In solidarity, we called her back and expressed our displeasure at her response.

All she needed to do was ask a male colleague with a stronger back to help her or decline, but there was no need to be rude. And that is why, regardless of what our national carrier is going through, my heart goes out to the always polite and attentive airline staff who endeavour to make our flying experience as pleasant and distress-free as possible.

That, I vow to never take for granted again after a sour experience on an old, European airliner.