NAIROBI, Kenya — Senior Counsel Paul Muite has issued a seven-day demand to Kenya Airways seeking more than Sh3 million after the cancellation of a flight from Zanzibar to Nairobi left him and his family stranded for several hours and forced them to charter a private aircraft.
Through lawyer Maina Ngaruiya, Muite and his family are seeking reimbursement of expenses, a partial refund of their air tickets and damages arising from the cancellation and alleged mishandling of Kenya Airways Flight KQ491 on August 31, 2026.
The demand letter, dated September 7, says Muite was travelling with his wife, two daughters and two grandchildren from Zanzibar to Nairobi.
The family had booked seats on KQ491, which was scheduled to depart Abeid Amani Karume International Airport at about 10:10 am.
Muite says flight was shown as ‘on time’
According to the demand letter, Muite and his family were aware of industrial action affecting Kenya Airways operations and had been monitoring the airline’s online platform before travelling to the airport.
They allegedly saw KQ491 listed as scheduled and “on time”, prompting them to proceed to the airport.
The lawyers say the family had checked in and received boarding passes when the airport information board changed the flight status to “DELAYED” at about 8:10 am.
Muite and other passengers allegedly remained at the airport for several hours without receiving adequate information about the status of the flight.
They were eventually informed at approximately 3:45 pm that the flight had been cancelled.
That was about five hours and 35 minutes after its scheduled departure time.
Family charters private jet to Nairobi
The demand letter alleges that Kenya Airways did not provide adequate alternative transportation or assistance after the cancellation.
The family subsequently arranged a private charter flight to return to Nairobi.
According to the lawyers, the charter cost US$20,500, with an additional Sh52,650 incurred in related charter expenses.
Using an exchange rate of approximately Sh129 to the US dollar, the US$20,500 charter cost is equivalent to about Sh2.64 million.
The combined charter and related expenses therefore amount to approximately Sh2.69 million.
Muite and his family are also seeking a 50 per cent refund of their Sh596,450 return-ticket cost, amounting to Sh298,225.
Based on the specific amounts listed in the demand letter, the quantified claim is therefore approximately US$20,500 plus Sh350,875, or roughly Sh2.99 million at an exchange rate of Sh129 to the dollar.
The lawyers are also seeking other documented expenses and general damages, which have not been quantified in the demand letter.
Muite seeks damages over disruption
The senior counsel says the flight disruption had consequences beyond the additional travel costs.
According to the demand, he arrived in Nairobi a day later than planned and was forced to postpone professional meetings he had scheduled.
He is seeking general damages for what the lawyers describe as inconvenience, frustration, distress and disruption caused by the cancellation.
The claim also includes reimbursement for any other reasonable and properly documented expenses arising from the incident.
Lawyers question Kenya Airways handling of flight
Muite’s lawyers are also demanding an explanation from Kenya Airways over the sequence of events surrounding KQ491.
They want the airline to explain why the flight allegedly continued to be displayed as operating “on time”, why passengers were allegedly assured that the flight would operate and why passengers were allowed to check in and proceed through immigration before being informed several hours later that the flight had been cancelled.
The lawyers have also questioned why passengers were allegedly not provided with alternative transportation, accommodation, food vouchers or other assistance following the cancellation.
The demand letter argues that the handling of the disruption caused passengers unnecessary inconvenience and additional financial losses.
Seven-day deadline issued
Muite’s legal team has given Kenya Airways seven days to resolve the matter.
The lawyers have warned that failure to settle the claim within that period will result in court proceedings.
If litigation is commenced, Muite would seek recovery of the claimed amounts together with damages, interest and legal costs.
The airline would have an opportunity to respond to the allegations and contest the amounts claimed or any assertion of liability.
