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TASTE IN THE SKY INFLIGHT PRODUCT SELECTION
Also in this Issue:
• The Year that Was Celebrating Achievements
• AQUATICS CHAMPIONSHIPS
Charity Wambalasa Shines
• NPS
What is NPS?
MESSAGE FROM THE HEAD OF INFLIGHT SERVICES AND CATERING (HOISC)
Greetings Team,
Welcome to the second issue of our Inflight Newsletter!
We’ve reached cruising altitude, and what a journey it has been so far. From an intense season of recruitment and training to check-out flights, we’ve successfully onboarded many new crew members. The cherry on top? The announcement of a half-year profit of Ksh. 0.5 billion, a milestone we’ve waited 10 years for!
Each of you has contributed to this success, and I want to celebrate our Inflight and Catering Family for your unwavering dedication. You’ve supported operations and driven onboard duty-free sales with ease. This profit marks a promising future, one that looks even brighter than this year.
As we continue to grow our crew numbers, we’re revising policies to ensure optimal crewing and addressing leave liability as we approach the festive season. We’re also working on conversions to the twin-aisle B787-8, easing the load on single-aisle aircraft while helping our crew gain more flight hours.
Hifly ACMI operations are nearly fully integrated into our team, except for the Flight Deck and Purser positions. All trained crew, instructors, and managers have completed their check-outs, ensuring a smooth transition.
We’ve also made some delicious upgrades to crew meals, with fantastic feedback so far. We always appreciate your suggestions and are committed to positive changes where needed.
On 1st October 2024, we hosted a meal tasting event, where guests sampled new wines and dishes. This is part of our ongoing effort to enhance our procurement process, putting the guest at the heart of every decision.
The last two quarters have been filled with engagement opportunities through Barazas and Kamukunjis. Now, we’re gearing up for the End of Year Joint Crew Forum on 1st November 2024. Trust me, you won’t want to miss the biggest celebration of the year at a grand new venue. The identity of the Chief Guest remains a mystery, so be sure to mark your calendars, come ready to celebrate, and let’s end the year on a high note!
Thank you all for your hard work and enjoy this edition of the newsletter!
Sincerely,
Pauline Kihara Head of Inflight Services & Catering (HOISC)
IN THIS ISSUE....
ELEVATING IN-FLIGHT DINING: A Successful Product Selection Event
On October 1st, 2024, we launched our first-ever Product Selection Event at the Pride Centre, bringing together customers, suppliers, and media to enhance our in-flight dining experience. Guests enjoyed chef-curated meals and premium wines during an interactive tasting session, offering valuable feedback to refine our new menu.
“Our transformation depends on your insights,” stated COO George Kamal, highlighting the role of guest feedback in enhancing our dining offerings.
The event also marked the launch of three strategic projects aimed at sustainability and efficiency: the Pyro-Diesel Plant, the expansion of the Water Bottling Plant, and the conversion of Msafiri House into a centralized Operations Control Centre (OCC). This initiative will streamline operations and foster better collaboration among flight crew, inflight management, and fleet management.
The day was a resounding success, filled with delicious food, drinks, and engaging conversations. A big thank you to all the teams that supported this initiative as we look forward to creating exceptional in-flight experiences informed by our guests’ insights.
Kenya Airways was honored with the titles of “Best Airline Staff Service in Africa” and “Best Cabin CrewAfrica” at the 2024 Skytrax World Airline Awards in London. Our Group MD and CEO, Allan Kilavuka, praised this achievement, attributing it to the unwavering dedication of our staff.
A heartfelt thank you to you, our team for your outstanding service. Let’s keep the momentum going! This recognition speaks volumes about the professionalism and commitment of our incredible team.
Thank you all for your dedication to excellence. Keep up the fantastic work!
KQ PARTICIPATES IN THE THIRD EDITION OF THE AVIATION CHALLENGE 2024
On September 6th, Kenya Airways proudly launched its participation in the third edition of The Aviation Challenge 2024, formerly known as The Sustainable Flight Challenge. This initiative aligns with our sustainability goals, specifically in in-flight and catering services.
Our commitment includes conducting a thorough audit to replace in-flight materials with eco-friendly alternatives, as well as implementing effective waste management practices. Our Business Class menu now features 100% locally sourced ingredients from sustainable, non-GMO, and organic practices.
This year, we successfully operated four sustainable return flights to Amsterdam (AMS), Paris (CDG), New York (JFK) with London (LHR) taking off on 23rd Oct. 2024, showcasing our dedication to eliminating single-use plastics, reducing carbon emissions, and promoting best-scaled solutions for in-flight products.
Together, we are pushing the boundaries of sustainable air travel. Well, done, team! Let’s continue our journey toward a greener, smarter future!
CELEBRATING A MILESTONE: OUR FIRST EASA-CERTIFIED FLIGHT
On September 13th, we proudly operated our inaugural flight to Kinshasa, KQ554, fully staffed by cabin crew certified under the European Aviation Safety Agency (EASA). This achievement positions Kenya Airways among a select group of African carriers to attain this prestigious certification.
Thanks to the rigorous training completed by 71 of our cabin crew members, we are now equipped to uphold international safety standards while delivering exceptional service on European-registered aircraft during ACMI operations.
COO George Kamal commended this milestone, stating, “We are proud of our cabin crew’s successful completion of the EASA training. This demonstrates their proficiency in meeting the rigorous standards of this respected certification.”
This accomplishment not only elevates our operational capabilities but also reinforces our unwavering commitment to safety, service excellence, and providing world-class passenger experiences. As we continue to elevate the pride of Africa, we remain dedicated to adhering to the highest global aviation standards.
Key Facts About Kenya Airways’ EASA Certification
• First Airline in Africa: KQ is the inaugural airline in Africa to have its cabin crew fully accredited by EASA.
• Commitment to Global Safety: The certification underscores our dedication to meeting stringent European safety standards and delivering exceptional service.
• Seamless Operations: EASA certification allows us to operate seamlessly with European-registered aircraft.
• Leadership in Aviation: Achieving this certification positions Kenya Airways as a leader and innovator in African aviation, showcasing our ability to meet global standards.
CSR VISIT TO DREAMS OF HOPE CHILDREN’S HOME
On June 28, 2024, led by our HOISC, Pauline Kihara, visited Dreams of Hope Children’s Home in Donholm. We donated essential items such as baby clothes, food, and household supplies as part of their ongoing CSR efforts.
Pauline emphasized that this initiative reflects our commitment to sustainable development and community empowerment. The team also spent time bonding with the children, making the visit even more meaningful.
As a department, we continue to support various CSR projects, including partnerships with Wamama Wetu in Kibera and Kibera Hope Kids.
CHARITY WAMBALASA SHINES AT UGANDA MASTERS AQUATICS CHAMPIONSHIP
On September 7th, our talented Flight Attendant Charity Wambalasa made us immensely proud at the Masters Club Championship in Uganda! Competing alongside 32 Kenyan swimmers against top athletes from various countries, Charity excelled in four events and won gold medals in the 50m Backstroke, 50m Freestyle, and 50m Breaststroke.
Here’s a look into her inspiring journey in her own words:
1. Experience at the Championship:
Competing at the Uganda Masters Aquatic Championship was an honorable and rewarding experience. Being part of the national team and finishing second overall was incredible. As captain of the KQ swimming club, I wanted to lead by example and show my love and dedication to swimming as a sport.
2. Significance of Winning Gold:
Winning gold means the world to me, personally and professionally. It’s a testament to the consistent hard work I put in, proving that dedication truly pays off. It reinforces my belief that paying attention to detail leads to great results.
3. Advice for Fellow Crew Members:
To my fellow cabin crew, once you find your passion, go for it! Be dedicated and consistent. It might be demanding, but the outcomes will be mind-blowing.
4. Challenges Overcome:
One challenge I faced was scheduling regular training due to my flying duties. I often had to train in hotel pools and push through cold weather conditions. I embraced these challenges because competing was bigger than myself.
5. Future Aspirations:
In swimming, I plan to continue championing the sport within the company. I’ll maintain my training routine and look for opportunities to represent the KQ swimming club or my country. I know that success isn’t a solo journey, so I’ll actively involve my line managers for support and guidance.
Charity’s journey embodies dedication and resilience, inspiring us all to pursue our passions while excelling in our careers! Congratulations, Charity, on your stellar achievements! Your performance on the international stage is truly inspiring, and we’re all proud of you!
SUCCESSFUL DUTY-FREE PRODUCT SELECTION EVENT
On July 16th, the Inflight team, in collaboration with our duty-free partner Tourvest, successfully concluded the biannual Duty-Free Product Selection event. This important gathering focused on curating top products for the November catalogue, including luxury fragrances, exclusive gadgets, and timepieces.
The event, presided over by COO George Kamal, brought together our top-selling cabin crew, inflight management, and Tourvest representatives. Innovative strategies were discussed to enhance the onboard shopping experience and boost duty-free sales.
A big thank you to you all for your dedication in driving sales onboard. Keep up the great work!
INFLIGHT SUPPORT FOR CORPORATE EVENTS
As the face of the airline, we take pride in our ongoing support for corporate events. This year, our team has played a vital role in key events such as the resumption of direct flights to Maputo on June 19th, the relaunch of Eldoret flights, and the Magical Kenya Travel Expo (MKTE). We have also supported charter flights, ensuring smooth and successful operations.
As we continue to expand our network, inflight support remains essential in delivering excellence at these events, promoting connectivity, and enhancing the overall travel experience for our passengers across Africa.
THANK YOU, TEAM: CELEBRATING EXCEPTIONAL GUEST EXPERIENCES
AIRLINE AWARDS!
A heartfelt thank you to you all for your outstanding efforts in providing exceptional onboard experiences! Your dedication to creating joyful moments and beautiful memories for our passengers is truly commendable.
Let’s keep the momentum going as we continue to delight our guests! Here’s a glimpse of the wonderful experiences you’ve helped create…
NEW HORIZONS: MEET OUR FRESH FACES IN THE SKY!
Since the start of the year, over 260 new cabin crew members have joined our Kenya Airways family, each bringing fresh energy and passion to our team. These rising stars are embarking on new journeys with us, and we couldn’t be more excited to introduce them. Read on to learn about their inspiring experiences and insights!
JADE MBENGE KELI: A PASSION FOR ADVENTURE IN THE SKIES
Jade Mbenge Keli’s passion for aviation soared from her love of exploring new destinations and connecting with diverse cultures. She views every flight as a new adventure, staying energized through music and teamwork, which she believes are essential for overcoming challenges. Jade understands that maintaining calm and being empathetic during tough situations, like delayed flights or challenging passengers, makes a huge difference in the overall experience.
Quote: “Every new horizon is an opportunity to learn, grow, and fly higher.”
YUSUF ABDULLAHI ABDI: LIVING THE DREAM IN THE SKIES
For Yusuf Abdullahi Abdi, joining the cabin crew has been the realization of a lifelong dream. His passion for travel and new experiences fuels his enthusiasm for the diverse opportunities each flight brings. Yusuf finds joy in crafting memorable moments for passengers and credits his training for mastering emergency procedures as both challenging and rewarding. By learning from his senior colleagues, he has developed crucial skills in managing pressure and conflict, which he effectively applies in his daily role.
Quote: “The sky is not the limit, it’s just the beginning.”
AMY WAIHUINI CHEGE: SPREADING JOY IN THE SKIES
Amy Waihuini Chege finds inspiration in her senior colleagues, who emphasize the importance of attention to detail—an invaluable lesson that shapes her work and personal life. Dubai, her first flight destination, holds a special place in her heart, and she loves connecting with people from diverse cultures, which fuels her passion for languages. A standout moment for Amy was celebrating a young passenger’s birthday onboard, showcasing her dedication to spreading joy and creating memorable experiences in the sky.
Quote: “Attention to detail transforms ordinary moments into unforgettable experiences.”
JAMES OLANANA NEILIANG: EMBRACING THE SQUAD VIBE!
James Olanana Neiliang thrives on the camaraderie of his cabin crew, calling it a “squad vibe” that transforms long hours into fun moments. To stay motivated, he sets mini-challenges, like picking up new phrases from passengers. Guided by his mentor’s advice to “stay adaptable,” James navigates the fast-paced aviation world with ease. When stress hits, he finds calm through deep breaths and stretches, knowing that a relaxed crew fosters a sense of security for passengers.
Quote: “Adaptability is the wings that help us soar through life’s challenges.”
WHAT IS NPS?
Net Promoter Score (NPS) is a key metric that measures passenger loyalty and satisfaction. It reflects how likely passengers are to recommend our airline based on their overall experience with us.
Q2 NPS Results:
We’re excited to share that our Q2 NPS results are in! We’ve achieved a positive score of 19—an impressive turnaround from Q1’s score of -19. This remarkable improvement is a testament to your hard work and dedication. We’re now just one point away from reaching our FY 2024 NPS target of 20!
Your Role in Enhancing Guest Experience:
As cabin crew, you are instrumental in shaping the passenger experience, which directly influences our NPS. Here’s how your efforts contribute to guest satisfaction:
1. Delivering Exceptional Customer Service
• Demonstrate attentiveness and empathy to make passengers feel valued. Ensure timely service, maintain cleanliness in the cabin and restrooms, and prioritize guest comfort.
• Pro Tip: Take a moment to engage with passengers personally remembering names and preferences not only enhances their experience but also contributes to their overall comfort during the flight.
2. Resolving Issues with Grace
• Handle challenges like delays or disgruntled guests calmly and professionally.
• Pro Tip: Listen actively to passenger concerns and respond with empathy to turn negatives into positives.
3. Creating Memorable Experiences
• Surprise passengers with special gestures or personalized services.
• Pro Tip: Small acts of kindness, such as celebrating special occasions, can leave lasting impressions.
4. Listening to Feedback
• Encourage passenger feedback and use it to improve services.
• Pro Tip: Acknowledge and thank passengers for their input to demonstrate that their opinions matter.
5. Personalizing the Journey
• Make an effort to remember passenger names and preferences for a more tailored experience.
• Pro Tip: Note small details that can enhance individual interactions.
6. Fostering a Positive Atmosphere
• Maintain a cheerful demeanor and encourage teamwork among crew members.
• Pro Tip: A positive attitude can be contagious and greatly influence the overall passenger experience.
Your commitment to providing an exceptional guest experience not only enhances our passengers’ journeys but also drives our NPS upward. Let’s continue to work together to reach and exceed our targets!
QUOTE OF THE MOMENT
Excellence is not a destination; it’s a continuous journey that requires passion, persistence, and purpose.” — Anonymous
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!
DID YOU KNOW:
Shortest Commercial Flight: The shortest scheduled commercial flight in the world is between the Scottish islands of Westray and Papa Westray. It lasts just around 90 seconds!
End Year Crew Forum
Pauline
Kevin
Hannington
Linda
Judy
Paul
Michael