Kenya Airways lost more than Sh905 million in revenue and incurred additional disruption-related costs following a three-day industrial action that severely disrupted aviation operations across the country.
The national carrier said the losses resulted from cancelled flights, lengthy delays and expenses incurred to assist passengers affected by the disruption.
“Over the three days, the airline cancelled 63 flights and experienced more than 160 flight delays, with average delays exceeding six hours,” Kenya Airways Chairman Kiprono Kittony said.
The disruption also affected the transportation of fresh produce and meat, with more than 370 tonnes unable to be uplifted during the three days.
Kenya Airways said the financial impact extended beyond lost ticket revenue. The airline incurred additional costs related to customer accommodation, meals, transportation, rebooking and other travel requirements.
“The disruption resulted in more than USD7 million (Sh905,940,000) in lost revenue and additional disruption-related costs, including customer accommodation, meals, transportation, rebooking and related travel requirements,” Kittony said.
The airline said the losses demonstrated the scale of the operational and commercial impact caused by the industrial action.
However, it noted that the financial losses did not fully capture the wider effect on passengers, many of whom faced disrupted travel plans and additional expenses.
“While these figures demonstrate the scale of the operational and commercial impact on Kenya Airways, we recognise that the greatest impact was felt by our customers,” the airline said.
According to the carrier, some passengers missed personal, business and commercial opportunities because of the disruption.
Kenya Airways was significantly affected despite its employees not participating in the industrial action.
“Kenya Airways employees were not participating in the industrial action. Our operational teams remained on duty throughout the disruption, working under exceptionally challenging circumstances to support customers and maintain operations as far as possible,” Kittony said.
The industrial action was formally resolved on Tuesday, September 1, following the signing of a Return-to-Work Agreement between the Central Organisation of Trade Unions, the Kenya Aviation Workers Union, the Kenya Civil Aviation Authority and the Government.
Kenya Airways said its operations have since returned to normal, with the full flight schedule restored and backlogs cleared across its network.
The airline said most customers affected by the disruption had reached their final destinations, although teams remained available to assist those requiring further support.
The disruption has also renewed attention on the financial vulnerability of airlines to operational interruptions at major airports. Kenya Airways said the experience demonstrated the need for stronger coordination across the aviation sector.
“Airlines, airports, regulators and other aviation service providers are interconnected, and effective collaboration between all stakeholders is essential to delivering a safe, reliable and seamless customer experience,” the airline said.
The carrier pledged to work with industry stakeholders to strengthen coordination and build greater resilience across Kenya's aviation system.
It also apologised to passengers affected by the disruption.
“We sincerely apologise to every customer whose journey was affected,” Kittony said.
With operations restored, Kenya Airways said its priority is to serve customers, reconnect people and businesses and transport passengers and cargo safely and reliably across its network.