Senior Counsel Paul Muite and his family have issued a formal seven-day legal demand to Kenya Airways (KQ), seeking over KSh 3 million in compensation after being stranded at Abeid Amani Karume International Airport in Zanzibar due to a flight cancellation.
In a formal demand letter dated September 7, 2026, issued through Maina Ngaruiya & Company Advocates, the veteran lawyer accuses the national carrier of gross breach of contract, negligence, and total failure of customer care.
The legal dispute stems from an August 31 incident involving Flight KQ491, which was scheduled to fly Muite, his wife, two daughters, and two grandchildren back to Nairobi following an 11-day holiday.
The family arrived at the Zanzibar airport by 8:10 AM, completed check-in, obtained boarding passes, and cleared immigration after airline staff verbally assured them the flight was running on schedule.
Despite the flight being listed as “On Time” on KQ’s website and mobile application, the family later discovered that the inbound aircraft from Nairobi (Flight KQ490) had never departed Jomo Kenyatta International Airport.
The advocates claim the airline failed to provide basic refreshments, including drinking water, or food vouchers during the seven-and-a-half-hour ordeal, despite a three-year-old child being among the party.
Passengers were reportedly informed of the ultimate flight cancellation at roughly 3:45 PM by a local airport employee rather than a KQ official, and were directed to collect their luggage with no immediate alternative arrangements made.
Left with no clear resolution, the family spent USD 20,500 (approx. KSh 2.65 million) plus KSh 52,650 in related expenses to secure a private charter flight back to Nairobi.
Muite’s legal team has given Kenya Airways seven days from the receipt of the notice to accept liability, reimburse the costs, and provide a formal written explanation regarding how the situation was handled.
The lawyers warned that failure to comply will lead to immediate court action to recover the amounts claimed alongside general damages, interest, and legal costs.
