Kenya Airways (KQ) is under investigation by the Comesa Competition Commission following allegations of unfair treatment of passengers, potentially violating Article 28 the organisation’s competition regulations.

The investigation stems from complaints lodged by four passengers regarding a six-hour delay on flight KQ419 from Entebbe to Nairobi on August 18, 2024. The delay caused them to miss their connecting flights to Lusaka and Livingstone, leaving them stranded mid-journey.

The passengers alleged that Kenya Airways failed to reroute them or provide accommodation and meals, forcing them to make alternative arrangements at their own expense.

“The commission is concerned that Kenya Airways may have engaged in conduct that falls short of acceptable standards by failing to provide necessary redress to affected passengers,” the Commission’s Director and CEO Willard Mwemba said in a statement.

If found guilty, KQ could face regulatory penalties and reputational damage, undermining its recent efforts to rebuild investor confidence.

The carrier has faced similar criticism over passenger rights in 2018, when it was ordered by the Competition Authority of Kenya to refund a passenger Sh415,263 after being denied boarding despite arriving on time.

More recently, in June 2024, KQ faced allegations of abuse in its complimentary ticket scheme. The “Buddy Pass” programme allows KQ employees to nominate family and friends for two free flights per year, each accompanied by up to four other passengers. However, allegations of abuse by some employees led to the programme’s suspension pending an investigation.