The Take Off - Reflections and Resilience by kqinflightcomms

THE

TAKE OFF INFLIGHT NEWSLETTER

ISSUE 005 DECEMBER 2023

REFLECTIONS AND RESILIENCE: OUR YEAR IN REVIEW Also in this Issue:

• The Year that Was Celebrating Achievements • Catering News Our Team

MESSAGE FROM THE HEAD OF INFLIGHT SERVICES AND CATERING (HOISC)

Having said this, we have on the flip side seen a surge in onboard OTIs, especially in the third and fourth quarters. I continue to urge us all to embrace the basic tenets of customer service by uphold the guest who remains the basis of our very existence and do all that is necessary to ensure they feel valued through our responsiveness and agility in addressing emerging issues.

Dear Team, Greetings! This marks the third edition of the Inflight Newsletter, the context of which comes from a backdrop of a new Inflight structure that decentralized our services with an increase of IPMs and removal of the CM role. This strategic move was visionary and has significantly improved workflow. The noteworthy development is the creation of manageable clusters for all Cabin Crew members, where each IPM oversees a smaller team. a substantial improvement from larger clusters handled by IPMs in the past, the new clusters have led to personalized management of our crew and faster resolutions of challenges. Congratulations to all the new IPMs!

Our drive toward Operational Excellence was positively driven by our successful identification, reporting and handling of different Safety matters on board. We, however, saw an increase in Inadvertent Slide Deployments (ISDs), a matter we have seized and are actively addressing in liaison with Flight safety. We have equally seen a significant positive trajectory in OTP albeit the challenges encountered. Thank you for being at the forefront and championing a safe operating environment.

In 2023, we recruited an additional 127 cabin crew who have supported operations and given operational flexibility. Looking ahead, we plan to recruit well over 200 new crew members to accommodate our growing business. Promotions are also on the horizon to increase the number of Flight Pursers and promotion of flight attendants to cover the AFP rank after purser promotions. As our journey continues, we aim to have sufficient staffing to manage Annual Leave more effectively. we are working on an elaborate plan to ensure we manage leave for all crew in the FY 2024.

Your passion for service and successful execution of these initiatives greatly contributed toward our recognition by Skytrax as Best African Airline Employees 2023. This award speaks to your professionalism in handling the myriad of challenges through feedback and outcomes that have given confidence to the guests. well done. A heartfelt thank you to all of you for your resilience and continuous feedback, without which we would not have achieved what we have. A special thank you to the inflight and catering team for working in tandem with all stakeholders in supporting operations during times of increased rotations and operational needs. I have seen the sacrifice you have all made to ensure the department stands strong and delivers its mandate. I deeply appreciate your dedication and commitment. As we cut the 2024 ribbon allow me to once again wish you all the best and God’s good tidings for you and your loved ones

Uniform challenges were identified, leading to the pursuit of quality fabric, causing some delays. However, I am pleased to announce that starting from the end of January 2024, we will begin uniform replacements across all ranks. We have also identified a new supplier and are in the final stages of negotiation and contract sign off. Our drive towards Customer Excellence was further enhanced in the second quarter of the year by the introduction of a plating service in JC as well as tray service in YC. This revamped service addressed the need for enhanced cabin experience with increased value for both the spectrum of guests and more so our premier guests.

Happy and prosperous New Year in 2024, the year of breakthrough for our shared organizational aspirations Sincerely, Pauline Kihara Head of Inflight Services and Catering (HOISC)

THE YEAR THAT WAS... REVAMPED IN-FLIGHT EXPERIENCE CELEBRATED IN MAY In our continuous pursuit of excellence, we proudly unveiled our revitalized in-flight dining experience on May 1st, marking a significant enhancement to our overall customer service. This upgraded service aimed to elevate the onboard experience for our valued guests, aligning with our strategic commitment to raise the bar across all touchpoints. Specifically for our Business Class passengers on select long-haul international flights to Paris, Amsterdam, New York, and London, we reintroduced the plating service. This enhancement was designed to elevate the dining experience for our premium travelers, providing a touch of sophistication and luxury. This innovative dining experience was a direct response to valuable customer feedback and extensive research, ensuring we cater to our guests’ evolving needs. In Economy Class, we embraced change by introducing the tray service, replacing the box service. This thoughtful adjustment not only enhances efficiency but also contributed to an improved dining experience for our economy passengers. To further enhance the comfort of our Business Class passengers during long-haul flights, we introduced a mattress service. This addition ensures a more restful journey for those traveling to Paris, Amsterdam, New York, and London. Now, our premium travelers can indulge in the ultimate relaxation, ensuring they arrive at their destination feeling refreshed and rejuvenated.

THE GEMBA EXPERIENCE AND TRIAL FLIGHT The launch was preceded by an insightful Gemba pilot exercise event held at Hangar 2, featuring the presence of top leadership. During this event, the team had the unique opportunity to immerse themselves in the enhanced in-flight experience by sampling the revamped menu and experiencing the new plating service firsthand aboard a Boeing 787 Dreamliner.

In addition, a trial flight to Johannesburg with top leadership and media preceded the official launch. This exclusive preview allowed key stakeholders to experience the upgraded services

firsthand, generating anticipation and showcasing the airline’s commitment to excellence. The strategic trial not only garnered valuable feedback but also set the stage for a successful launch.

This hands-on encounter not only allowed leaders to engage directly with the changes but also provided valuable insights into the passenger experience, ensuring that the enhancements met the highest standards set by the airline. The Gemba event served as a pivotal moment for aligning leadership vision with the actual on-the-ground (or in this case, in-the-air) operations, fostering a shared understanding of the improvements made.

SUSTAINABILITY MILESTONE: KQ HONORED FOR AVIATION INNOVATIONS Kenya Airways achieved a significant milestone on October 4th, receiving the ‘Best Innovation; Most Impactful Breakthrough’ Award at the 2023 Sustainable Flight Challenge awards in Atlanta, Georgia, USA. Recognized as the first African airline to use Sustainable Aviation Fuel (SAF) during a long-haul flight from Nairobi to Amsterdam, this accolade underscores KQ’s commitment to pioneering sustainable practices. The inflight and catering teams played a crucial role in this achievement through dedicated initiatives, including: •

Eco-Friendly Menu: A thoughtfully curated in-flight menu emphasized sustainability, reflecting KQ’s dedication to ecofriendly practices.

•

E-Mobility Solutions: Adoption of e-mobility provided sustainable transportation solutions for passengers and crew.

•

Recycled Blankets: Introduction of eco-friendly blankets made from recycled R-PET polyester demonstrated the inflight team’s commitment to sustainability.

•

Eco-Conscious Packaging: The catering team contributed to sustainability efforts by introducing eco-friendly packaging for in-flight meals.

•

Waste Management: Collaborative waste management initiatives ensured a responsible approach to minimizing environmental impact.

These efforts, championed by the inflight and catering team, showcased Kenya Airways’ dedication to sustainability and environmental stewardship, setting a precedent for a more sustainable future in the aviation industry. The Sustainable Flight Challenge, initiated by the SkyTeam Alliance, involved 22 airlines conducting 72 flights, contributing to a commendable 19% reduction in CO2 intensity.

EMPOWERING KQ STORIES: ONBOARDING COMMUNICATION CHAMPIONS On March 30, 2023, the Corporate Communications team proudly welcomed 15 communication champions from the Inflight and Catering, marking the third cohort of this unique onboarding initiative. This program is designed to cultivate a dedicated team of communication champions across departments, facilitating seamless internal information sharing within the KQ family. The role of a communication champion extends beyond disseminating internal updates; they actively collect content and insights on ongoing activities within their department for broader dissemination. The onboarding sessions focus on recognizing and empowering these champions by imparting foundational skills in content gathering, including story writing, photography, and videography. The goal is to foster collaboration between the champions and the corporate communications team, encouraging them to contribute to telling impactful KQ stories, both regionally and globally.

Leveraging their roles as cabin crew, these champions have a unique opportunity to gather compelling content from various destinations, enhancing the promotion of the KQ brand internally and externally.

If you’re interested in becoming a Communications Champion, reach out to: Inflight.CommsChampions@ kenya-airways.com. Join us in shaping and sharing the vibrant stories that define the KQ experience!

MAIDEN INFLIGHT AND CATERING KIKAO SESSION On February 24th, Group MD and CEO Allan Kilavuka, Chief People Officer Tom Shivo, and Chief Operating Officer George Kamal orchestrated the inaugural “Kikao” session for the inflight and catering teams. This pioneering gathering is a cornerstone of KQ’s Culture Transformation Journey, aptly named “Re-ignite,” with a mission to bring departments together, foster teamwork, and encourage collaborative efforts in a relaxed and informal setting. During this impactful session, the teams engaged in open discussions with top leadership, exploring issues pivotal to our business performance and operational efficiency. The Inflight and Catering Kikao not only symbolizes a significant step forward in creating an atmosphere of collaboration but also exemplifies a commitment to open communication within the organization. This innovative approach to team engagement heralds a new era of cohesion and synergy at Kenya Airways. As we reflect on this maiden Inflight and Catering Kikao, we look forward to more such meaningful gatherings in 2024, continuing our journey of fostering teamwork, camaraderie, and success.

KQ ANNUAL JOINT CREW FORUM HIGHLIGHTS On November 28, Kenya Airways successfully hosted its first Joint Crew Forum post-Covid at the Panari Hotel, bringing together Inflight, flight deck, and catering teams. The event aimed to celebrate top dutyfree sellers, sponsored by Inflight Services, Catering, and Tourvest Holdings, fostering discussions on flight operations. Attendees included representatives from Technical, Medical, OCC, and Passenger services, with leadership representation from Chief Officer Strategy & Innovations (CSIO) Gerold Tumulka, Chief Operating Officer (COO) George Kamal, and Chief Commercial Officer (CCO) Julius Thairu. The forum featured insights from HR on the People Agenda. Highlighting the event was the recognition of top duty-free sellers for FY2023, fostering motivation for surpassing performance targets. The forum included a dynamic Q&A session showcasing product knowledge. Orchestrated by Inflight and Flight Deck teams, the event concluded with a delightful cocktail affair, reinforcing Kenya Airways’ collaborative spirit.

KQ EXCELS AT MKTE & EARTE: SPOTLIGHT ON INFLIGHT EXCELLENCE Kenya Airways took center stage at the joint Magical Kenya Travel Expo (MKTE) and Eastern Africa Regional Travel Expo (EARTE), showcasing our inflight excellence to a diverse audience. Our active participation allowed us to connect with guests, sharing the unique offerings that distinguish Kenya Airways. The KQ stand garnered attention, fueled by our strong brand identity and inflight presence. Over the three-day event, our inflight team presented a full lunch on day one, breakfast on day two, and a snack service on the final day. The flawless setup, managed by our professional colleagues, created an appealing atmosphere. This successful expo not only placed Kenya Airways in the limelight but also earned us the platinum partner award, a testament to our unwavering support for KTB and Magical Kenya. This recognition underscores our commitment to excellence and solidifies our position as a leader in delivering exceptional travel experiences.

RECAPPING THE FESTIVE SPIRIT: KQ SECRET SANTA GIFT EXCHANGE In the spirit of the recently celebrated Thanksgiving event, our staff eagerly participated in the KQ Secret Santa Gift Exchange, responding to a heartwarming communication from the People department. As is customary, our dedicated teams in inflight and catering enthusiastically joined the festivities. Spanning across our extensive network, teams seized the opportunity to exchange thoughtful gifts, becoming a source of joy and blessing for their colleagues. This initiative was a beautiful demonstration of mutual appreciation and camaraderie among team members. For those who are yet to present their gifts to their Secret Santas, we extend a warm encouragement to join in the festivities and share the festive spirit. Let the season of giving continue to bring smiles and strengthen the bonds within our KQ family.

REVITALIZING CUSTOMER EXPERIENCE: ICARE STAFF IMMERSION SESSIONS SOAR From June 12 to 23, The Pride Centre hosted iCare staff engagement sessions, propelling us toward a superior customer experience. Under the banner of “My Customer, My Pride,” the campaign echoes Reignite’s commitment to making KQ the preferred airline with a focus on customer satisfaction. The immersive sessions introduced staff to the iCare customer obsession campaign, a strategic initiative to position KQ as the airline of choice. Inflight and Catering took center stage, showcasing our revamped inflight service, including a new menus, exquisite plating service in Business Class, tray service in Economy Class, and the mattress service in Business Class that elevates guest comfort. These enhancements underscore our dedication to excellence and raising the bar across all touchpoints, ensuring each KQ journey is memorable. Setting a new target for our overall Net Promoter Score (NPS) at 20 emphasizes our commitment to continuous improvement and a customer-centric culture. Let’s soar to new heights in service and satisfaction together.

ELEVATING THE INFLIGHT EXPERIENCE The cabin often holds a special place in the hearts of our passengers. It represents more than just a space; it’s a canvas where dreams transform into cherished memories. Each day, our valued customers embark on a journey, seeking not just a flight but an opportunity, sometimes a once-in-a-lifetime chance, to check off items from their wish list.

creating Valentine’s Day magic with specially crafted desserts. Inflight and Catering, along with other colleagues, collaborate to weave enchantment on board. Our deepest gratitude goes out to all of you, our cherished participants, for making these delightful journeys possible. Together, we continue to turn ordinary moments into extraordinary memories.

We’ve been privileged to share in our guests’ special moments, be it anniversaries, birthday celebrations, or

What a beautiful way to begin the year. For guest DHILLON/RENU MRS Kenya Airways and team onboard KQ306 on the 14th of January 2023 pleasantly surprised her and made beautiful a moment into a memory @35000Ft. This request came in form our top agent in MBA in terms of revenue raised from ticket sales. Well done! Kudos to: FP Irene Kwamboka; AFP Flora Onsendo; Isaiah Sure and FA Vivianne Okembo

KQ102 SATURDAY MARCH 4TH 2023 It doesn’t have to be that signature cake, it’s the thought that counts. A simple special dessert on a platter made all the difference. it’s the simple gestures executed by our teams on board that created this memory. How delighted guest Miss. Eunice on her birthday. Kudos to: FP Mwangi Sifa; AFP Joseph Buyela; FA Nahum Bett; FA Georgina Chestit; FA Jennifer Mwangi; FA Mornah Nyambane; FA Beatrice Ongus; FA David Shaphan.

BIRTHDAY DELIGHT ON KQ306 15TH MAY 2023 This one was special; the request came on the material day and quite late for a fact, for sure we were not going to meet the timelines. However, with concerted efforts, one of us took it upon themselves to purchase the cake as a thank you gesture in giving back to the very people that make us do what we do and Kenya Airways for giving us the platform. Guest Mr. HUSSEIN EBRAHIM Thank you to below team on board as well as one of us for this kind gesture. FP Newton Mwema; AFP Joash Ongarora; FA Sheila Koech; Jane Otieno

INFLIGHT DUTY-FREE DELIGHTS When we speak of sharing the cake, the Inflight Duty-Free experience offers us a wonderful chance to actively contribute to its creation. We are thrilled to consistently collaborate with you during our duty-free promotions and roadshows, contributing to the success of this strategic objective on board. On 17th October 2023, we commemorated our outstanding top sellers with an unforgettable trip to Cape Town. This celebration marked not only our appreciation for their achievements but also our shared commitment to making the Inflight Duty-Free experience exceptional.

CATERING NEWS CULTIVATING A CULTURE OF PASSION FOR COST SAVINGS AND SUSTAINABILITY: THE ENGINEER OF OUR TEAM In the ever-evolving landscape of airline business, organizations are increasingly recognizing the imperative of integrating cost savings and sustainability into their core values. Among the driving forces behind this paradigm shift are the passionate individuals within the catering team who advocate for and champion these principles. Today we focus on one of our own who is deeply passionate about cost savings and sustainability, exploring the positive impacts on Kenya Airways.

The Passionate Advocate: Within our catering team, there exists a cohort of individuals whose fervor for cost savings and sustainability which serves as the heartbeat of our collective efforts. For this quarter we recognize Esther Nyawira, Catering Officer who believes that cost savings are not merely about reducing expenses but are intrinsically linked to sustainable practices. Esther understands that fostering a mindset of resourcefulness and environmental consciousness is not only financially prudent but also contributes to a healthier planet. Key Characteristics Demonstrated: 1. Innovative Problem Solving: She has actively been involved in identifying innovative solutions to streamline laundry recycling processes and reduce unnecessary expenditures attributed to unserviceable laundry items. 2. Environmental Stewardship: She has gone beyond cost savings and actively promote eco-friendly practices such as mending damaged linen, reviewing unserviceable items and proposing repurposing of the items hence minimizing waste generation, and encourage recyclyng.

Esther Nyawira Catering Officer

3. Continuous Improvement Mentality: She has a commitment to cost savings and sustainability and embodies a continuous improvement mentality, always seeking ways to refine processes, enhance efficiency, and integrate new sustainable practices. Esther serves as catalyst for positive change, embodying the belief that a commitment to responsible practices is not only good for airline business but also essential for a better and more sustainable future. We celebrate her and her commitment to the betterment of Kenya Airways!

CATERING NEWS DRIVING SUCCESS THROUGH PROCESS OPTIMIZATION AND FINANCIAL MANAGEMENT: THE CROSS CHECKER OF OUR TEAM The dynamic landscape of modern catering operations has necessitated the optimization of processes and meticulous financial management which are pivotal for organizational success. Within our team, a group of dedicated individuals passionately champion the cause of efficiency and fiscal prudence. We explore the profound impact of having one of our own who is fervently committed to the optimization of processes and sound financial management, delving into the benefits they bring to both Kenya Airways and its stakeholders.

The Efficiency Advocate: Embedded within our team is a cadre of individuals whose passion for process optimization is the driving force behind our continuous improvement initiatives. For this quarter we celebrate Candy Rachar, Catering Anayst who understands that streamlined processes not only enhance operational efficiency but also lay the groundwork for sustainable growth. Key Characteristics Demonstrated: 1. Analytical Prowess: She possesses a keen analytical mindset which meticulously analyze processes, identifying bottlenecks and inefficiencies to propose targeted improvements. Her ability to dissect complex workflows allows for the implementation of precise and impactful changes. 2. Technological Savvy: She leverages her technological acumen to explore and implement tools that enhance process efficiency in loading plans and galley management. Her enthusiasm for space management solutions ensures the fleets maximize available spaces for both cabin loads and repatriation of equipment. 3. Continuous Learning and Adaptability: She advocates for process optimization and has transformed into a lifelong learner, embracing change and adapting to evolving airline business landscapes. Her openness to new ideas and methodologies enables the team to stay agile and responsive to market dynamics. Candy is committed to optimizing workflows and eliminating redundancies stemming from a belief that efficiency is the cornerstone of organizational success. Beyond process optimization, she exhibits a profound commitment to prudent financial management which guide leadership in making informed choices that align with the organization’s financial goals. She understands that financial health is the lifeblood of Kenya Airways and views her role as a steward of the KQ’s fiscal well-being.

Candy Rachar Catering Anayst

HEALTH CORNER

HEEL PAIN One of the most common causes of heel pain is a problem called “plantar fasciitis.” It basically means irritation of plantar fascia-A band of tissue that connects your heel bone to the base of your toes. It supports the arch of the foot and absorbs shock when walking. Tension and stress on the fascia can cause small tears.

Risk factors: Obesity, prolonged standing, running and inappropriate footwear.

Symptoms: The commonest symptom is pain under the heel and sole (bottom) of the foot which is worst when you first get out of bed in the morning. It is also worse when you get up after being seated for some time.

Diagnosis: Is clinical based on the classic symptoms and physical exam by your doctor. However, an X-ray can be done to rule out other causes of heel pain especially a calcaneal spur.

Treatment: Self-care: 1.

Ice/massaging the heel of the foot – for 20 minutes up to 4 times a day to relieve the pain.

Wear sturdy shoes-Sneakers with a lot of cushion, good arch and heel support are the best.Shoes with rigid soles can also help. Adding padded or gel heel inserts to your shoes helps too.

HEALTH CORNER 3.

Do daily special foot exercises for heel pain.

Consult your doctor for further management, the doctor may prescribe splints to put on at night to keep the foot straight or advice you on taping up your foot in a special way that helps the support the foot.

The doctor may also advice and prescribe pain medication to help relieve the pain or advice on other definitive ways of managing the pain. #KQ Cares. Written by: Dr.Yasmin Faraj, KQ Health.

Embracing a New Year of Opportunities and Achievements

s we bid farewell to the challenges and triumphs of the past year, we extend a heartfelt gratitude for your unwavering dedication and hard work. Together, we navigated through uncertainties, learned valuable lessons, and celebrated collective successes.

As we stand on the threshold of a new year, let’s welcome it with optimism, determination, and a shared commitment to excellence. May the coming months be filled with exciting opportunities, personal and professional growth, and moments of joy. Our collective strength lies in the unity of our team, and we are confident that, together, we will overcome any challenges and achieve new milestones. Let’s inspire each other, support one another, and make 2024 a year to remember. Wishing you and your loved ones a joyful New Year filled with prosperity, good health, and the fulfillment of your aspirations.

Cheers to a successful and fulfilling year ahead!

An Inflight In-House Publication for Inflight Crew Inflight.CommsChampions@kenya-airways.com Q4 Issue, December 2023

CONTRUBUTERS: EDITOR Agnes Mwamba CONTRIBUTERS Pauline Kihara Kevin Otiende Hannington Kataka Linda Oketch Judy Ogutu Paul Omache GRAPHIC DESIGNER Timothy Njue

We’d Love to Hear from You! Do you have a story; a poem; suggestions or photos you would like to share with us? Kindly get in touch with us onInflight.CommsChampions@kenya-airways.com