Kenya Airways is one of Africa’s leading airlines, and for several decades, it has served Nigerians and other African countries. In this interview with Hafeez Balogun, Country Manager in Nigeria, Lucky Onoriode George, Publisher/Editor, African Travel Times Magazine discusses the impact of COVID-19 and the challenges ahead of the industry. Excerpts:
Kenya Airways is one of the oldest and largest on the continent, what makes the airline so strong?
The Airline is strong because we are always in the heart of our customers, we believe in African airlines for the growth of Africa.
What makes the airline so special?
Because we are touching the right spots in Africa at the right time, The Airline is Africa base, and we fly to many African countries more than most African airlines.
What would you say is Kenya Airways’ main strength over its numerous competitors?
Customer focus and safety!
For how long has the airline been flying into Nigeria?
Since 1977 … over 40years!
Like most other continental and international airlines, what would you say sets your airline apart; especially for Nigerian passengers that have to change flights in your main hub, Nairobi, Kenya?
Nairobi is our comfortable hub in Kenya with friendly staff both in Nigeria and Kenya recognising customers as our king.
How convenient is it for passengers?
More than just convenience because we make them feel at home when they are far away from home!
What is the transit procedure or regime like, should passengers want to sleep over in Nairobi for a night?
Stop-over is a seamless experience, customers go through the transit security with ease as the Karibu team is also always on hand to direct them.
Kenyan Airways is closer for Nigerian passengers going to Europe among other major hubs in Africa, how has the airline used this advantage?
This is mostly for the Africans in Diaspora. We take care of their needs and allow them to stay in a comfortable environment throughout their travel time.
The ongoing COVID-19 pandemic affects all aspects of the global economy; most especially, aviation, travel, and tourism, how is your airline adapting to the several protocols?
COVID-19 protocols are very important to KQ, but we apply human face so that it complies with Government regulations and customers’ satisfaction.
Every airline is rationing flights now, how difficult is this for you as Country Manager?
We have reduced our flight from 7 weekly to 5 weekly; difficult because passengers’ options are reduced, Airlines are not making as much as expected during peak seasons and flights are not full.
Workers have been laid off as a result of the situation, how much has this affected your operation though with your skeletal operations?
Few workers have been laid off but we encourage our sales team to work from home.
Before the lockdown, what would you say you like most about your job?
Customers’ satisfaction, dynamic environment are all necessary ingredients to be able to meet the target.
How would you describe your selling style?
Flexible and performance-based!
What is the greatest success you’ve had with sales?
Being able to meet and surpass your targets.
What qualities make a great sales manager?
You MUST be customer-oriented, listen to customers’ feedback, and willing to be flexible to change.
What do you like most about sales?
Customers’ satisfaction; when I can meet customers’ expectations, and I am able to turn sales to revenues to meet targets!
Describe your worst working day. What did you learn from the experience?
When I was made to sack my former colleagues due to the company’s retrenchment!
How do you motivate your team?
Staff recognitions when they meet targets, encourage them when they are falling off the targets.
Back to the COVID-19 pandemic, how is your airline adapting to the reality of low traffic and perhaps a high operational cost?
We reduced our cost, staff on reduced pay, reduced wastage, and variable costs also removed where necessary.
What should the travelling public expect from Kenyan Airways going forward?
KQ will come back to full operations next year with more customer incentives to travel and the opening of some closed routes.
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