The COMESA Competition Commission (the “Commission:) has resolved passenger complaints against Ethiopian Airlines.
On 30th November 2018, the Commission received a complaint from passengers travelling on Ethiopian Airlines from Cairo Egypt to Nairobi, Kenya via Addis Ababa.
The passengers contended that on 11th November 2018, they were denied boarding their connecting flight due to overbooking by the airline.
The affected passengers informed the Commission that the airline offered to compensate them with a voucher equivalent to US$200, redeemable at the destination.
However, the affected passengers informed the Commission that the airline did not fulfil its commitment as they were compensated 50% of the voucher amount.
“The Commission considered the incident as a violation of consumer rights. This was an instance of false representation pursuant to Article 27 (1)(k) of the COMESA Competition Regulations,” said George Lipimile the COMESA Competition Commission Director & Chief Executive Officer.
Lipimile in a press release said the article provides that: “A person shall not, in trade or commerce, in connection with the supply or possible supply of goods or services or in connection with the promotion by any means of the supply or use of goods or services; make false or misleading representation concerning the existence, exclusion or effect of any condition, warranty, guarantee, right or remedy.”
He added that the Commission engaged Ethiopian Airlines and upon its admission, the consumers were fully compensated and the airline undertook measures to minimise the risk of similar occurrence in the future.
“However, the Commission is concerned that there is a high prevalence of misleading representation and unsatisfactory customer services in the air transport sector.
“In this regard, the Commission warned Ethiopian Airlines against such conduct and that in future the Commission may invoke relevant provisions of the Regulations to fine offenders.”
