Kenya Airways (KQ) has rolled out a revamped online booking platform, aiming to provide customers with a faster, more intuitive, and seamless booking experience. This development marks the second phase in the airline’s strategic initiative to enhance its digital services, following the successful launch of a new website last year.
The new booking engine is designed to drastically cut down the time it takes customers to book flights by improving page loading speeds and eliminating session timeouts. According to Julius Thairu, Chief Commercial and Customer Officer (CCCO) at Kenya Airways, “Technology is a key driver in ensuring exceptional customer service. This revamped booking platform delivers a significantly smoother online experience, streamlining everything from flight searches to booking, payment, and check-in for our digital-savvy customers.”
In addition to the new booking engine, Kenya Airways has introduced a free online self-rebooking service. This feature allows customers to rebook their flights seamlessly during disruptions without needing to contact the airline’s customer service center. By giving passengers the ability to select alternative flights that fit their schedules, the service aims to reduce inconvenience and enhance overall customer satisfaction.
“Our goal is to streamline all our processes to ensure efficiency and convenience at all touchpoints in the customer journey,” Thairu added. “This move demonstrates the airline’s pursuit of innovation to enhance its digital operations and provide a rewarding travel booking experience for every customer.”
Kenya Airways’ commitment to digital excellence has not gone unnoticed. The airline has recently been nominated for the World Travel Tech Awards 2024 and has received several accolades, including the eCommerce Leader Travel & Tourism Award (2023), Gold Winner for Best Ticketing Platform (2023 & 2024), and Silver Winner for Best Travel & Hospitality eCommerce Website (2024). These awards highlight Kenya Airways’ dedication to maintaining its position as a leader in the travel industry through innovative e-commerce solutions.
