Kenya Airways has come under social media spotlight after popular content creator The Africa Xperience, widely known as Goshers, shared a frustrating travel experience involving the airline.
In a post that has since sparked conversations online, Goshers revealed that his Kenya Airways ticket was cancelled at the very hour he was scheduled to fly from Freetown International Airport. According to him, the last-minute cancellation made the entire travel experience stressful and has left him hesitant about flying with the airline again.
“Since @KenyaAirways canceled my ticket at the very hour I was flying at Freetown international airport, it’s become very difficult for me to try them again,” he wrote.
The post quickly gained traction, drawing reactions from followers who shared similar airline experiences and questioned customer service standards in African aviation.
Kenya Airways Breaks Silence
In response to the viral post, a Complaint Review Helpdesk account linked to Kenya Airways issued a public apology. The airline acknowledged the inconvenience caused and admitted to poor quality of service, a move that many online users described as rare but necessary.
“We sincerely apologise for the inconveniences caused due to our poor quality of services. Kindly share your reachable phone number for our support team to revert back to you ASAP,” the response read.
The reply suggests that Kenya Airways is attempting to manage the issue privately while also showing accountability in the public space.
Social Media Reactions
The incident has reopened discussions around airline reliability, customer service, and last-minute cancellations, especially for creatives and entertainers who depend heavily on timely travel for events, tours, and business engagements.
While some users praised Kenya Airways for responding promptly, others insisted that apologies must be followed by concrete improvements, not just damage control on social media.
As of now, it remains unclear whether the issue has been fully resolved, but the public exchange highlights the power of social media in holding brands accountable, particularly when influential personalities are involved.
Urban Certified GH will continue to monitor the situation and bring updates as they unfold.
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