Q1 INFLIGHT NEWSLETTER - THE TAKE OFF

A YEAR GEARED FOR THE SKIES

Also in this Issue:

• A VISIT TO WAMAMA WETU IN KIBERA

• KQ ENHANCES INFLIGHT SERVICES WITH EASA CERTIFICATION

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

A YEAR GEARED FOR THE SKIES

Dear Team, Greetings!

Greetings Inflight and Catering family! This edition in your sight is the First quarter release that gives us a global view of the year ahead of course capturing what has transpired in the last five months of 2024 as well.

I could not find a better headline than “A year geared for the skies” more so after the financial results that saw The Pride of Africa net profit of 10.5 billion shillings, a fete never seen before.

At Inflight and Catering the survey results gave us a clear indication of the things you were grappling with in your work environment. We have started addressing some of the key issues and additional crew was and is at the top of the list. We did employ 127 Cabin Crew members last year and this year will see 261 join us. So far 93 are in class and by the time you are reading this, 19 are completing their SNY flights, 25 are on their SNY flights and another 25 have started classes.

The challenge of leave liability will soon be a thing of the past as will be minimum crewing. Nonetheless we also made a decision to have our crew members trained on the ACMI A330 Aircraft) to ensure we maintain our brand visibility.

The first two batches have completed training, and we shall have at least 60 trained in this second quarter. The aim is a complete takeover of service in response to our guests’ feedback. This training is a necessary strategy in improving our NPS.

This office shall continue to hold engagements with yourselves in all quarters to iron out any upcoming or existing challenges and I am proud to note that the Flight Purser service training meeting as well as the Assistant Flight Purser Baraza were well attended, and feedback was healthy for our continued gear to the skies.

The West and Central Africa Forum took place on the 26th of April 2024 at Labadi Beach Hotel, and it was a season of extreme joviality, attended by both the CEO Allan Kilavuka and COO George Kamal among other Business leaders.

I celebrate the resilience we continue to exhibit, coming through whenever called upon to support duties outside your mandate. My commitment is to ensure a work environment that supports your growth in all spheres, especially the professional front.

As we gear for the skies, we have 54 vacancies for Flight Pursers and 66 vacancies for Assistant Flight Pursers. Choose to be among those gearing for the skies. Prepare and give your all during the interview.

Thank you for your cooperation and from this desk, I wish you all an enjoyable reading and safe skies.

Sincerely,

Pauline Kihara Head of Inflight Services and Catering (HOISC)

TRAY SERVICE RETURNS TO JC PLATING ROUTES!

We are thrilled to announce the return of tray service on our JC routes for London (LHR), Amsterdam (AMS), New York (JFK), and Paris (CDG)!

This initiative began with AMS on 12th June 2024 and will be fully implemented by 17th June 2024. Your valuable feedback has been the driving force behind this change.

Why Trays?

Reduced Crew Motion:

Trays streamline meal service, reducing the need for extensive crew movement throughout the cabin. This allows our crew to focus more on interacting with our guests, ensuring a more personalized and attentive service.

Enhanced Guest Experience:

Trays offer a stable and organized platform for meals, enhancing the presentation and overall dining comfort for our passengers. This change is designed to make your dining experience more enjoyable and efficient.

Looking Ahead

To ensure a swift and smooth transition, we are initially using 1/1 trays. These trays provide an immediate improvement as we work

towards procuring larger, more accommodating trays that will further enhance the appeal and functionality of our meal service.

We are confident that the return of tray service will significantly enhance your working environment and elevate the JC guest experience. Thank you for your continued feedback and support as we strive to improve our services.

Q1 THAT WAS...

EMPOWERING EVENTS MARK INTERNATIONAL WOMEN’S DAY

A Visit to

Wamama Wetu in Kibera

On March 6th, the Inflight team together with KQ women in leadership embarked on an enriching journey to Wamama Wetu in Kibera. The visit aimed to connect with the skilled artisans behind our iconic cabin head beads.

During the visit, the crew members had the opportunity to witness firsthand the craftsmanship that goes into creating our beloved head beads. The crew were deeply moved by the dedication and skill of the artisans, who take pride in their work despite facing various challenges.

As the team bid farewell to Wamama Wetu, they were left with a renewed sense of appreciation for the artisans and their craft. We have pledged to continue supporting and empowering these extraordinary women, who play a vital role in our identity and culture.

#PictureSpeak

OPEN MARKET DAY WITH WAMAMA WETU ARTISANS

On March 8th, 2024, in celebration of International Women’s Day, we hosted a vibrant Open Market Day at Base, featuring the talented artisans of Wamama Wetu— the incredible women behind our iconic head beads. The event provided a platform for these women to showcase and sell their handcrafted wares, including intricately designed jewelry.

This event not only celebrated women’s entrepreneurship but also highlighted the rich cultural heritage and craftsmanship of the Wamama Wetu artisans.

“We are grateful to Kenya Airways for providing us with this opportunity,” said one of the artisans. “Events like these not only support our livelihoods but also raise awareness about women’s entrepreneurship and empowerment.”

#PictureSpeak

INSPIRING HOPE: KIBERA KIDS

EXPERIENCE FUN AND LEARNING AT

On March 8th, 2024, in celebration of International Women’s Day, we hosted the Hope Kibera Kids at the Pride Centre for an enriching day of fun and learning. The children participated in various activities, including an exciting visit to the aircraft. They learned about its different parts and had the chance to sit in the pilot’s seat, igniting their dreams of future adventures.

The day concluded with a special ceremony where the children were gifted books from a Kenya Airwaysorganized drive and 10 laptops donated to Kibera Hope Academy. Additionally, Kenya Airways sponsored two children who won a coding competition with tickets to China, scheduled to travel in December 2024, enhancing their educational and cultural experiences.

#PictureSpeak

INCREASED CAPACITY WITH A330 AIRBUS

Early this year, we increased our capacity with the addition of the leased Airbus A330, designed to enhance operational efficiency during peak seasons. The short-term lease agreement with Hi Fly, a leading lease and charter specialist airline, strengthens our operational capabilities and addresses the increased market demand.

This strategic move not only boosts our efficiency but also aligns with the growing number of travelers. The additional capacity provided by the A330 Airbus lease enables us to meet increased demand more effectively and offer enhanced services to our passengers. Currently, Hifly operations cover the Dubai, Kinshasa, and Johannesburg routes.

#PictureSpeak

EASA CERTIFICATION TO ENHANCE INFLIGHT SERVICES ON HIFLY FLIGHTS

The introduction of the A330-300 aircraft (9H-HFA) enhances our cabin experience, offering Business Class passengers flatbeds and personalized IFE in both cabins. This EASA certification ensures our cabin crew can proficiently manage safety and service on European-registered aircraft during ACMI flights. With the completion of EASA training by 69 crew members, we are well-prepared for future operations, reinforcing our dedication to excellence in passenger experience.

THE GOLD COAST CROWNING - WEST AFRICA FORUM

On April 26th, we hosted our annual Crew Forum at The Labadi Beach Hotel in Accra, Ghana. This event addressed workspace issues and provided business updates.

Our Group MD & CEO Allan Kilavuka, COO George Kamal, and Head of Inflight Services and Catering Pauline Kihara were in attendance, supported by Tourvest Travel Service representatives. The event featured a prize-giving ceremony recognizing Dennis Akuteye, Elorm Ameu, and Grace Emade for their outstanding contributions. The top three sellers per cluster also received prizes from Tourvest.

A highlight was the crowning of CEO Allan Kilavuka

WELCOME TO OUR NEW CABIN CREW COHORTS!

We are excited to welcome our new cabin crew cohorts, bringing fresh energy, enthusiasm, and dedication to our team. This talented group has completed rigorous training and is prepared to deliver exceptional service, ensuring the safety and comfort of our passengers.

Meticulously trained in all aspects of in-flight service, emergency procedures, and customer care, our new crew members demonstrated outstanding commitment and passion for the aviation industry. They are ready to meet the high standards our passengers expect.

We are confident that their professionalism, friendliness, and attention to detail will enhance the overall passenger experience. Please join us in welcoming them aboard and wishing them great success in their new roles. Welcome to the team! Let’s support them settle in as we continue to soar to new heights together.

INFLIGHT DOMINATES AT KQ INNOVATION WEEK 2024

The second annual KQ Innovation Week, hosted by the Fahari Innovation Hub, took place at Base. Themed ‘Innovation Ignited: Cultivating an Innovative Culture,’ the event aimed to foster a culture of innovation within KQ and its stakeholders.

We stole the show, earning the title of Most Innovative Department in Operations. Other notable awards included Most Engaging Intrapreneur, Most Innovative Individual, Most Engaging Individual, Most Engaging Innovation Stand, and the Fire Partner Award, each won by different participants.

Congratulations to the entire Inflight and Catering team for our stellar performance at Innovation Week 2024!

LEADING THE WAY IN ELDORET ROUTE REVIVAL

Once again, the Inflight and Catering teams have demonstrated outstanding support for our new route launches. In March, after a tenyear hiatus, we successfully resumed operations to Eldoret, with Inflight playing a pivotal role in this achievement.

We now operate five flights weekly to Eldoret, enhancing our strategic plan to expand our network with increased frequencies and additional destinations. This initiative aims to provide travelers with greater convenience and connectivity, reinforcing our commitment to exceptional service and operational excellence.

The Inflight Embrace program, integrated across various departments of The Pride of Africa, holds many untold stories waiting to be uncovered. While the visible aspects are apparent, some stories remain hidden within confidentiality clauses, bringing tears of joy to their beneficiaries.

One significant aspect of Embrace is Financial Recovery, where colleagues receive free financial assistance, allowing them to reevaluate spending habits, restructure debt repayments, and embark on a path to growth. This often leads to exploring other areas within Embrace, such as addressing marital discord and alleviating shame, pain, and regret through support and guidance.

Additionally, relationship challenges and concerns, though often silently acknowledged, significantly impact work and health. Firm decision-making and support from colleagues who have overcome similar issues have led to notable recoveries. The unread pages also include instances where Embrace transitions to disciplinary actions, addressing issues before they escalate. Misconceptions about Embrace being used to avoid SOP violations highlight the need for ongoing education. Looking ahead, the Embrace program will undergo a revamp in 2024, introducing new initiatives and prioritizing workplace mental health.

Embrace Desk

HONORING CAPTAIN

INDER SOKHI’S 28 YEARS OF SERVICE

On May 3rd, we celebrated Captain Inder Sokhi’s retirement after 28 years of exceptional service. The event, attended by Group MD & CEO Allan Kilavuka and COO George Kamal, recognized Captain Sokhi’s outstanding contributions to aviation.

Known for his leadership and professionalism, Captain Sokhi was a joy to fly with. His family, present for his final flight from New York to Nairobi, joined the ceremony. Heartfelt speeches from his family, colleagues, and airline leaders marked the occasion.

In a symbolic gesture, retired Captain Constant Oteri passed a baton to Captain Sokhi, celebrating his transition into retirement. With over 26,000 flight hours and four and a half decades in aviation, Captain Sokhi’s legacy will be fondly remembered.

BOOSTING SALES: INFLIGHT DUTY-FREE ROADSHOW SUCCESS

Following the 2024 product selection, we executed a successful duty-free roadshow at the crew center. This event, led by Allan, Vicky, Judy, and Martha, introduced the new product catalogue and provided valuable sales tips. Great job, team!

The rallying call “Action to Sales” aims to surpass our USD 322 million target, emphasizing both team and individual efforts. Congratulations to all our top sellers—keep up the excellent work!

KNOW YOUR MANAGERS – IPM MICHAEL ITHAU

The Take Off team recently chatted with Michael Ithau, an Inflight Performance Manager. Here’s a glimpse of our conversation:

Tell us about yourself.

I’ve spent 26 years in aviation, starting as a flight attendant and quickly moving up to senior roles. For the last 9 years, I’ve been in in-flight management, using my experience to excel in this dynamic industry.

What inspired you to pursue a career in aviation?

Growing up near the East African School of Aviation, where my parents worked, my Father served as a lecturer, and Mother as a catering officer, this sparked my interest. My late brother’s encouragement to join the airline industry solidified my decision to follow this path.

Share a quirky or unexpected fact about yourself that most people don’t know.

I coach young boys in football, including my four sons. It’s not just about the game; it’s about teaching teamwork, discipline, and determination.

If you were a superhero, what would your superpower be and how would you use it in the workplace? shorten long-haul night flights, making them as quick as the Concorde once was.

How do you balance family life despite your busy schedule?

With my wife Zippy’s support and my strong bond with my children, I prioritize family time in the evenings and on weekends.

What are your top priorities as a manager?

My priorities are maximizing revenue and operational efficiency. I’m passionate about increasing duty-free sales and ensuring on-time performance with a structured approach.

What advice would you give to aspiring team members?

1. Consistency is Key: Be reliable and consistent in your efforts.

2. Focus on Career Development: Seek opportunities for learning and growth.

3. Maintain Work-Life Balance: Balance your career with your personal life for sustained success and well-being.

By following these principles, you can advance in your career while enjoying a fulfilling personal life

Did you know that the world’s shortest commercial flight is only 1.7 miles long? It operates between the Scottish islands of Westray and Papa Westray and takes about 90 seconds!

We’d love to hear from you! Do you have a story, poem, suggestion, or photo you’d like to share? Email us at Inflight. CommsChampions@kenya-airways.com

HEALTH CORNER

EAR BAROTRAUMA ‘AIRPLANE EAR

What is ear barotrauma- It is a painful clogging sensation of the ears. It occurs due to an imbalance in pressure between the middle ear and outer ear (environment) and is worse during descent.

SYMPTOMS

• Ear blockage with muffled hearing

• Severe ear pain

• Tinnitus (hearing noises in the ears)

• Dizziness

• Hearing Loss

• Ruptured ear drum with fluid or blood bleeding

Risk factors:

• Flying with a common cold

• Ear and sinus infections

• Infants & toddlers

• Napping during ascent/descent of plane

HOW DO YOU PREVENT EAR BAROTRAUMA

• Get treatment if you have a common cold, ear infection or sinusitis.

• Yawn, chew/ swallow especially during descent

• Avoid sleeping during ascent & descent

• Use earplugs to minimize rapid pressure changes between middle ear & outer ear.

• Use of decongestants 30minutes to 1 hour before take-off

• Valsalva maneuver: done by closing one’s mouth & pinching one’s nose shut and blowing to fill up the mouth with air like a balloon.

• Bottle feeding, breastfeeding, sucking a lollipop or pacifier for infants/toddlers during landing

• Surgically placed ear tubes for frequent fliers with severe airplane ear

WHEN TO SEE AN ENT SPECIALIST

1. Persistent symptoms after landing or arrival to one’s destination

2. If you notice any discharge or blood from the ear Note: ENT specialist services are available at Pride Clinic every Thursday at 0900hrs1200hrs.

#KQ Cares.

QUOTE OF THE MONTH...

“Knowledge is a garden. If it isn’t cultivated, you can’t harvest it.”

- African Proverb -

AVIATION FUN FACTS

The aviation sector is quite fascinating. It is an industry full of unbelievable facts. In this section, we shall unravel some of the aviation facts about airlines, airports, or simply traveling. Stay tuned for amazing aviation facts. Let’s have fun while at it!

The tiny hole in the passenger windows helps regulate cabin pressure

Pauline

Kevin

Hannington

Linda

Judy

Paul