MESSAGE FROM THE HEAD OF INFLIGHT SERVICES AND CATERING (HOISC)
2024 REFLECTIONS
Dear Team,
The year 2024 was a testament to the resilience, dedication, and passion that define our Inflight & Catering team. Through every challenge and milestone, we upheld our commitment to excellence, delivering world-class service and making meaningful contributions to our airline’s success. I extend my heartfelt gratitude to each of you for your unwavering dedication.
As we step into 2025, we do so with renewed energy and an ambitious vision. Our achievements have set a strong foundation, but now is the time to push even further. This year presents exciting opportunities, including maintaining our position as Africa’s Best Cabin Crew, welcoming three additional B738 aircraft into our fleet, and strengthening our leadership pipeline through continued training and development at the KQ Academy.
However, we must also acknowledge areas that require improvement. Concerns such as pilferage, integrity lapses, and unnecessary operational delays due to last-minute requests or non-adherence to SOPs must be addressed with urgency. While these challenges exist, I am confident that the majority
of our team remains committed to upholding the highest standards, and together, we will continue fostering a culture of accountability and excellence.
Let 2025 be a year of growth, collaboration, and outstanding achievements. I look forward to working alongside each of you as we take Inflight & Catering to even greater heights.
Wishing you all a successful and fulfilling year ahead!
Sincerely,
Pauline Kihara Head of Inflight Services and Catering (HOISC)
JANUARY: Welcoming New Horizons
were promoted, reinforcing leadership continuity in the
FEBRUARY:
Spreading Love in the Skies
February, the month of love, saw our Inflight & Catering team go the extra mile to show passengers just how much we appreciate them. A special in-flight dessert was served, adding a touch of sweetness to the flying experience. Small gestures, big impact!
MARCH: Women’s Empowerment Takes Flight
In celebration of International Women’s Day, the Inflight team, alongside Kenya Airways women in leadership, visited Wamama Wetu in Kibera to connect with the artisans behind our iconic cabin head beads. This initiative reinforced our commitment to empowering women through sustainable partnerships.
Additionally, we hosted an Open Market Day at Base, providing a platform for the artisans to showcase their handcrafted jewelry, symbolizing the strength and resilience of women in entrepreneurship.
APRIL: A Golden Gathering in West Africa
On April 26th, the annual Crew Forum was held at Labadi Beach Hotel in Accra, Ghana, bringing together crew members for insightful discussions and recognition of excellence. Crew members such as Dennis Akuteye, Elorm Ameu, and Grace Emade were celebrated for their outstanding contributions.
The event also saw a special moment where our CEO and COO were crowned by the crew, highlighting the strong camaraderie and unity within the Kenya Airways family.
MAY: Honoring Captain Inder Sokhi’s 28 Years of Service
On May 3rd, we celebrated Captain Inder Sokhi’s retirement after 28 years of dedicated service. The event, graced by Group MD & CEO Allan Kilavuka and COO George Kamal, highlighted his exceptional contributions to aviation.
Captain Sokhi, known for his leadership and professionalism, took his final flight from New York to Nairobi, joined by his family. Colleagues and airline leaders delivered heartfelt tributes, and in a symbolic moment, retired Captain Constant Oteri passed a baton to him, marking his transition into retirement.
With over 26,000 flight hours and 45 years in aviation, Captain Sokhi leaves behind a lasting legacy that will be fondly remembered.
JUNE: CSR Visit to Dreams of Hope Children’s Home
On June 28, 2024, our team, led by HOISC Pauline Kihara, visited Dreams of Hope Children’s Home in Donholm. As part of our ongoing CSR efforts, we donated baby clothes, food, and household supplies, reinforcing our commitment to sustainable development and community empowerment.
Beyond donations, the team bonded with the children, making the visit even more impactful. Our department remains dedicated to CSR, with ongoing support for initiatives like Wamama Wetu in Kibera and Kibera Hope Kids.
JULY: Elevating The DutyFree Experience
The biannual Duty-Free Product Selection Event, held on July 16th, brought together our Inflight team and Tourvest representatives to curate an exciting selection for our November catalog. With a focus on luxury fragrances, exclusive gadgets, and timepieces, we aimed to elevate the onboard shopping experience. Additionally, the Duty-Free Roadshows at Crew Centre empowered our crew with sales insights, reinforcing our goal of surpassing our target. 2024 also members really upping their sales game with many getting recognition for their efforts. Keep it up team!
AUGUST: Laying the Foundation for Service Excellence
In August, we embarked on a crucial journey to enhance our inflight experience by developing the Service Standards Manual and the Onboard Announcements Manual. These guides are designed to ensure consistency, excellence, and professionalism in every interaction with our guests.
Through extensive collaboration, feedback, and refinement, we worked towards creating comprehensive resources that will empower our crew to deliver exceptional service while upholding safety and operational standards. This initiative reflects our continuous commitment to elevating customer experience and reinforcing our airline’s reputation for world-class service.
SEPTEMBER: Sustainability and Safety Milestones
Kenya Airways proudly launched its participation in The Aviation Challenge 2024, reaffirming our commitment to sustainability in inflight and catering services. Through sustainable flights to Amsterdam (AMS), Paris (CDG), New York (JFK), and London (LHR), we took significant strides in reducing single-use plastics and carbon emissions.
Another major highlight was the successful EASA Certification of 71 cabin crew members, positioning Kenya Airways among the few African carriers meeting European aviation safety standards. The milestone flight, KQ554 to Kinshasa, was operated entirely by EASAcertified crew.
To support peak season demand, we have since operated the Airbus A330 for increased capacity on routes such as Dubai, Kinshasa, Johannesburg, and London.
Through extensive collaboration, feedback, and refinement, we worked towards creating comprehensive resources that will empower our crew to deliver exceptional service while upholding safety and operational standards. This initiative reflects our continuous commitment to elevating customer experience and reinforcing our airline’s reputation for world-class service.
OCTOBER: First Inflight
Product Selection Event
On October 1st, we launched the first-ever Inflight Product Selection Event at Pride Centre, allowing customers and suppliers to offer direct feedback on our dining experience. The event also marked the launch of key sustainability projects, including the Pyro-Diesel Plant, Water Bottling Plant expansion, and the Operations Control Centre (OCC) at Msafiri House.
CELEBRATING OUR SKYTRAX
SUCCESS
Kenya Airways was honored with the titles of “Best Airline Staff Service in Africa” and “Best Cabin Crew – Africa” at the 2024 Skytrax World Airline Awards in London. Our Group MD and CEO, Allan Kilavuka, credited this achievement to the unwavering dedication of our inflight team.
To every crew member who contributed to this win, thank you! Your professionalism and commitment continue to set Kenya Airways apart as Africa’s best airline. Let’s keep the momentum going!
NOVEMBER: An End-Year Forum Like No Other
Our End-Year Crew Forum, held on November 1st at the Argyle Hotel, Nairobi, was a grand celebration of our crew’s dedication and achievements. With a theme of Kenyan Royalty, the event featured leadership speeches, crew awards, and moments of camaraderie that strengthened our bond as the KQ family.
DECEMBER: NPS Success – One Step Closer to Our Goal
Throughout the year, we’ve seen a steady improvement in our Net Promoter Score (NPS), reflecting our guests’ appreciation of the exceptional service we provide.
• Q1: -19
• Q2: 19
• Q3: 18
We are now just one point away from our 2024 NPS target of 20! This progress showcases our relentless commitment to elevating the guest experience, and we aim to maintain this trajectory in 2025.
“Excellence is not a skill, it’s an attitude.”
Ralph Marston
This quote aligns well with the achievements and milestones achieved, reinforcing the dedication and passion that shaped
Trivia Time: 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! At any given moment, there are over 9,700 planes in the sky! That means over 1.2 million people are flying around the world right now.
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
Pauline
Kevin
Hannington
Linda
Judy
Paul