Q&A with Phiona Asasira, Reservations Officer at AirKenya

Q. Can you tell us about your background and how you came to work for AirKenya's Reservations department?

I have previously worked in customer service and tourism journalism in Rwanda where I interacted with various players in the tourism industry including domestic airlines. In 2016, I was presented with an opportunity to pitch to the then Country Manager of AeroLink Uganda to have the airline feature in the Eye Magazine so they can tap into the Rwandan market. A year and a half later, I was told about the amazing opportunity of working with AeroLink which I took. Four years later an opening in the Reservations department in AirKenya led me to where I am today, as I was transferred to the Nairobi office at Wilson Airport.

Q. How does AirKenya's reservations department work to provide a positive customer experience?

AirKenya's reservations department strives to provide a positive customer experience by offering prompt and knowledgeable assistance, personalized support, efficient booking management and problem resolution, while maintaining a professional and friendly attitude. We continuously seek improvement through training and aim to create a seamless and enjoyable journey for customers, ensuring their needs are met and they feel valued throughout the process.

Q. Aside from Aviation, please describe any of your hobbies, passion, or interests?

I enjoy using my digital marketing skills, particularly in social media, to support marginalized communities and amplify the voices of those who may not have a platform otherwise. A good book is also always refreshing.

Q. How does AirKenya's Reservations department work with other departments, such as Flight Operations, to ensure a seamless experience for passengers?

AirKenya's Reservations department collaborates closely with other departments to ensure a seamless experience for passengers. We work together with Flight Operations to stay updated on flight schedules, communicate changes, and assist passengers with rebooking or alternative arrangements when necessary.

Q. Can you describe the team dynamics and company culture within AirKenya's Reservations department? The Reservations department operates as a team, with employees working together to handle customer inquiries, ticket reservations, and other related tasks. As much as we have our individual tasks, we also work together to find appropriate solutions in handling customer complaints or issues that may arise. The AirKenya culture is customer-centric, and we endeavor to perform our duties with accuracy and attention to detail.

Q. How would you rate the career growth opportunities for employees at AirKenya. I would rate the opportunities for growth in ones’ career at AirKenya as highly favorable and I am a testament of this. An opportunity can open up in any of the subsidiaries either in Tanzania with Regional Air, in Uganda with AeroLink or at AirKenya and Management is always willing to give staff an opportunity to work even if for a limited period of time in any of the companies in the group if one is a good performer and is interested in the opportunity.

Q. What advice would you give to someone who is interested in pursuing a career in airline reservations?

Firstly, research about the industry, acquire the relevant skills and take the relevant courses to acquire certification. Furthermore, look for opportunities to gain practical experience in the travel industry like doing internships and or industrial attachments.

Airkenya recently held an Open Day for Chinese travel agents and tour operators. The Open Day included a tour of the passenger lounge, the Operations, Reservations and Marketing departments.

AirKenya, in partnership with The Samburu Project and PadMad, extended their sponsorship to support the recently concluded World Menstrual Hygiene Day celebrations that took place at Wamba Girls Secondary School in Samburu on 27th May 2023.

Airkenya Flight Schedule 2023

• Daily service; minimum of 2 pax to operate.

• Flight from Amboseli to Wilson (via Finch Hattons) connects to Nanyuki, Lewa Downs, Samburu, Meru, and Loisaba at 10:00; Maasai Mara at 10:30 and Kilimanjaro at 13:30.

FINCH HATTONS - TSAVO

• Daily service; minimum of 2 pax to operate.

• Flight from Finch Hattons to Wilson connects to Nanyuki, Lewa Downs, Samburu, Meru, Loisaba at 10:00; Maasai Mara at 10:30 and Kilimanjaro at 13:30.

KILIMANJARO FLT NO FROM TO

P2

• Daily service, minimum of 4 pax to operate.

• This airport is your gateway to a safari between Kenya and Tanzania as it easily connects to Arusha, Manyara, Grumeti, Seronera, Kogatende, Lobo, Fort-Ikoma and Sasakwa via Regional Air Services at 15:30.

LEWA DOWNS

• Daily service; minimum of 2 pax to operate.

• Arrival and departure times to/from Lewa Downs may vary significantly by up to 45 minutes depending on aircraft routing over multiple airstrips.

• Flight from Lewa to Masai Mara may route via Wilson in low season to connect on the 14:00 flight.

• Flight from Lewa to Wilson connects to Kilimanjaro at 13:30 and to Masai Mara at 14:00.

• Flight from Masai Mara connects to Lewa via Wilson at 10:00.

• Call Airkenya operations on departure date to confirm arrival and pick up times for various airstrips.

• Daily Service; minimum of 2 pax to operate.

• Morning flight from Masai Mara to Wilson connects to Lewa, Loisaba, Meru, Nanyuki and Samburu at 10:00.

• Masai Mara flights service multiple airstrips, therefore, timings may vary depending on aircraft routing.

• The arrival and departure times depict the first stop.

• Call Airkenya operations on departure date to confirm arrival and pick up times for various airstrips.

• Daily service; minimum of 2 pax to operate.

• Arrival and departure times to/from Loisaba may vary significantly by up to 45 minutes depending on aircraft routing over multiple airstrips.

• Flight from Loisaba to Masai Mara may route via Wilson in low season to connect on the 14:00 flight.

• Flight from Loisaba to Wilson connects to Kilimanjaro at 13:30 and to Masai Mara at 14:00.

• Flight from Masai Mara connects to Loisaba via Wilson at 10:00.

• Call Airkenya operations on departure date to confirm arrival and pick up times for various airstrips.

• Daily service; minimum of 2 pax to operate.

• Arrival and departure times to/from Meru may vary significantly by up to 45 minutes depending on aircraft routing over multiple airstrips.

• Flight from Meru to Masai Mara may route via Wilson in low season to connect on the 14:00 flight.

• Flight from Meru to Wilson connects to Kilimanjaro at 13:30 and to Masai Mara at 14:00.

• Flight from Meru to Samburu is a one-direction service.

• Flight from Masai Mara connects to Meru via Wilson at 10:00.

• Call Airkenya operations on departure date to confirm arrival and pick up times for various airstrips.

NANYUKI / KAMOK

FLT NO FROM TO DEPART ARRIVE

P2 861 WILSON NANYUKI 09:00 10:00

P2 871 WILSON NANYUKI 10:00 11:00

P2 872 NANYUKI WILSON 12:30 13:25

P2 871 NANYUKI MERU 11:15 12:00

P2 862 NANYUKI MASAI MARA 10:15 12:15

• Daily service to Nanyuiki Civil and Kamok airstrips; minimum of 2 pax to operate.

• Arrival and departure times to/from Nanyuki/Kamok may vary significantly by up to 45 minutes depending on aircraft routing over multiple airstrips.

• Flight from Nanyuki Civil/Kamok to Masai Mara may route via Wilson in low season to connect on the 14:00 flight.

• Flight from Nanyuki Civil/Kamok to Wilson connects to Kilimanjaro at 13:30 and to Masai Mara at 14:00.

• Flight from Masai Mara connects to Nanyuki Civil/Kamok via Wilson at 10:00.

• Call Airkenya operations on departure date to confirm arrival and pick up times for various airstrips.