Kenya Airways CEO: New customer expectations are a 'big game changer'
Kenya Airways Group MD and CEO Allan Kilavuka, speaking at CAPA Live from Puerto Rico October 2021, stated (13-Oct-2021) new customer expectations are "the big game changer for us". Mr Kilavuka said customers are "demanding things differently and expecting products in light of the new realities", including additional hygiene measures and a preference for point-to-point services. Mr Kilavuka said: "We need to be very quick to respond to what they're asking for", noting that technology "will help us get the data we need" and "will help us to move faster". Mr Kilavuka predicted: "The traveller of the future, of course, is going to be looking for experiences that will make his life easier, safer, faster".