BrandArena: Kenya Airways unveils new website to improve customer experience

Monday, 14 August 2023

Kenya Airways unveils new website to improve customer experience

Kenya's national carrier Kenya Airways (KQ), has announced a new website that will provide customers with a more user-friendly experience with improved navigation and features.

The new website, developed and designed with the consumer in mind, has incorporated features that will enable users can quickly navigate and use the website with adequate information when they make their bookings and searches, according to the carrier.

Some of the new features include:
  • Histogram functionality: This will provide price visibility during the early stage of the booking process, giving customers insights on preferable travel periods and prices.
  • Deals discovery: The ability to discover exclusive deals, offers and premium services to enhance a customer's travel experience
  • Travel requirements pop-up: The ability to know the travel requirements for selected destination / s.
  • New online check-in features: This will provide a faster check-in process, a summary that highlights full travel itinerary details, the ability to do group check-in, a visible cart with details for ancillary services with easy payment options and a newly introduced baggage drop-off and boarding time section.
Allan Kilavuka, CEO and group managing director of Kenya Airways, says, "The new website is in line with our commitment to continuously improving the Kenya Airways product offering and customer experience at all touch points to ensure that our customers have a smooth and friendly experience every time they interact with us."

"We value customer feedback; thus, this site has been developed with the customer in mind. The most important thing customers need when making a booking is information to ensure they make an informed decision, and this has been aptly provided for in the new website," adds Kilavuka.

According to Statista, in 2021, approximately 79% of the total revenue of airline tickets worldwide will be generated through online sales by 2027. Customer trends show that customers use websites to search and get wanderlust inspiration to compare prices before they can eventually make their bookings for travel.

"As the demand for more self-service channels in the travel industry increases, customers are looking for solutions where they can make bookings end to end with no human intervention. Our numbers show that over 20% of Kenya Airways customers make their bookings on the website," says Julius Thairu, Kenya Airways's chief of commercial and customer officer.

"We have redesigned our website and key functionalities like the check-in process to ensure that we provide a fast, intuitive and mobile-friendly service for our customers," adds Thairu. 

Kenya Airways adds that it has also revamped its corporate website providing a more informative and easier-to-use website where its customers, media and shareholders can access information about its financial documents, its press releases, and other publications by the airline.

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