Consumer complaints on Airlines overwhelm COMESA CC

BY PAUL TENTENA

NAIROBI, KENYA- The COMESA Competition Commission (CCC) has said in 2024, it observed a notable increase in consumer complaints across the aviation sector, particularly relating to flight delays, overbooking, cancellations, and baggage issues.

The Commission said, the complaints were received directly through various online platforms.

In response, Dr. Willard Mwemba, the COMESA Competition Commission Chief Executive Officer said they conducted a regional survey to assess the scale of the problem, airline responsiveness, and to propose remedial measures aimed at strengthening consumer protection.

“The survey, administered online and through Member State authorities, received 141 responses covering 350 complaints. Delayed flights emerged as the most common issue at 31.71%, followed by rescheduled flights, baggage problems, cancellations, and unfair booking conditions.

“Kenya Airways recorded the highest number of complaints, followed by Ethiopian Airlines, Air Mauritius, and RwandAir. Alarmingly, over 71% of affected passengers received no redress for cancellations or delays, and nearly 28% of those with baggage issues lacked access to claim information,” Dr. Mwemba told Journalists in Nairobi during the Third Annual COMESA Competition Commission Press Conference.

He explained that in light of the findings, they decided to issue a Guidance Letter to airlines, outlining clear obligations aligned with international instruments such as the Montreal Convention and Annex 6 of the Yamoussoukro Decision.

The Guidance Letter Mwemba added sets standards for handling cancelled flights, overbooking, delays, lost or damaged baggage, reimbursement rights, re-routing options, and passenger compensation.

“Specifically, it proposes compensation amounts ranging from $250 to $600 depending on flight duration, with reductions allowed for timely re-routing. Compensation must be paid in the original form of purchase,” he stressed.

He promised that CCC will present a comprehensive policy to the COMESA Council of Ministers later this year, and will work with national authorities to integrate these standards into airline operations and enforcement frameworks.

“These standards aim to restore consumer confidence, ensure fair treatment, and promote accountability in the aviation sector across the Common Market,” Mwemba emphasized.

Mwemba said, to date, the COMESA Competition Commission has handled over 480 mergers and acquisitions, 50 restrictive business practices and over 60 consumer protection cases.

He said CCC, over the past year, they signed Memoranda of Understanding (MOUs) with three additional Member States of Mauritius, Tunisia, and Uganda bringing the total of MOUs to 19.

“We have also expanded our footprint beyond the region through an MOU with Nigeria competition authority. Furthermore, we have made meaningful progress in sensitizing key institutions in Eritrea and Somalia and engaged the judiciary in Malawi on competition and consumer protection matters.”