[Atul]

Dear Kenya Airway,

Since you have ignored my previous mail, please consider this mail as my preliminary notice for the full compensation for not allowing passenger Dharmendra Kumar Saraswati on 3th May 2014, and pertaining cost incurred due to this uninformed change, causing mental agony and business loss to us.

1. Mr Saraswati has a booking (as attached), which has departure on 12 th January and Return on 3rd May.
2. Due to an unavoidable emergency Mr Dharmendra could not take the departure flight on 12 Jan 2014. We were keen to change it to next week, but Kenya Airways did not have availability until 30th Jan, which we could not accept.
3. I have contacted Kenya Airways over call and email to inform that Mr Sarawawati will use the return part of the ticket. And wanted to cancel the departure part. I was told that only Yatra (the booking agent) can change this booking. (see attached). There was no information, what should I do to be able to use the return part.
4. Before this I have already called Yatra, who has informed that only Airline can change this booking.
5. My intention in both the calls/mails were clear- we will use the return part (ROB-DEL) part of the ticket. No one has informed in my calls and mails about requirement to do the same. There was no communication whatsoever about this ticket to be able to reuse it.
6. On 21 March 2014, I have received one email confirming the booking of Mr Saraswati (as attached)
7. On 3 May 2014, I get an automated mail for the online check-in (as attached).
8. On 3rd May at checkin Kenya Station Manager ( CLARENCE CRABBE in Monrovia) has stopped Mr Sarawati from boarding that this ticket is not confirmed.

This mail is compensation demand for the hassle your people has created for us from this point on.

9. When asked first he has asked USD 394/-. But later we were informed that only Yatra can change this ticket.
10. I can send the proofs of my calls for more than 90 minutes in last 3 hours of checkin on 3rd May to Yatra. Yatra people has demanded about INR 12000/- for reissuing this ticket.
11. To protect our business and subsequent delays, we agreed to pay. But than Yatra people said they cannot change this booking as it was not showing to be changed.
12. Your station manager (Clarance Crabbe) would confirm that Mr Saraswati has waited whole 4 hours at the airport, if we were able to change the flight. And finally he had to leave to his hotel.
13. You can check with your systems that we were forced to take 5th May Flight only in Kenya Airway which was a separate booking.

14. Now, this mail is a demand for full refund of the same ticket. Yatra people has agreed to refund only INR 46128/-, while we have paid for this ticket INR 64412/-
15. We also demand 2 days stay of Mr Saraswati in Monrovia as USD 400/- plus all the calls made for this ticket.
16. When your website (see attached), mails on 21st March and 3rd May consistently inform us about the confirmed booking, we failed to understand the need of reconfirmation of this booking. Indeed we find it much harassing and frustrating that we are refunded much less for the booking we could not use, and we are made to suffer the additional accommodation cost in Monrovia and losses in business due to your lack of communication with your agents and customers. Moreover, they cannot change the ticket prior to the flight. Later they cannot change it same day of the flight. And they charge us heftily.
17. It is not passenger's responsibility to ensure the communication between service provider and the channels. It is also not on us to pay for lack of any communication from any of those to us. Once paid for the service contracted, we seek either full service with respect or a complete refund. In this case none of these delivered. .
18. We also failed to understand, why only Kenya Airways pushes its customers to agent for any change once the ticket is booked? All other respectable Airlines allows the changed directly with the airline even it was booked via Airline directly. It has been an experience when we make number of trip in Monrovia and Accra to your offices, but always turned-down.


In lack of complete refund and satisfactory reply of this mail within two weeks from today, I would be sharing this mail and your mal-practices online in all possible forums, including social medias. I would be compelled to take a legal action in Monrovia and India as well in respective consumer courts.

Dear Readers,

Please advice what further course of action we should go for.......