Jambojet clarifies claims of unprocedural cancelation of client's flight at the last minute

Lydia Mathia, a Youth Development Specialist based at the Nairobi County, on Sunday took to her Facebook page to narrate her harrowing experience with Jambojet, accusing the airline of misconduct after she was called back just when she was about to board the plane and told that her ticket had been cancelled.

A heartbroken Mathia went on to explain that, while in a rush to fly to Nairobi to be with her sick son, the officials at the Eldoret airport frustrated her efforts, leaving her to crumble into tears as she helplessly watched the plane take off.

She narrated: "I went past the security check and as I walked the tarmac towards the plane, I was called back. Of course I am a law abiding citizen, I walked back and they said they just needed to check my ticket."

"As they purported to type away on a computer and make dead end calls, the gate was closed… chain, padlock and all… and I watched in utter shock as the plane took off right before my eyes."

Mathia went on to say that she was later informed that someone at the Nairobi offices had cancelled her flight, a thing she said she hadn't ever imagined could happen.

However, Jambojet has clarified the confusion, saying that Mathia's flight was booked by a travel agent who was solely responsible for the incident.

Jambojet further revealed that the travel agent was the only authorized person who could change a booking through their portal while also adding that the said agent admitted to their mistake and that they agreed to take up the costs associated with the cancellation.

They wrote: "On Sunday 19th May 2024, a representative from the Travel Agent's office called our Helpdesk at 12:34 pm and requested a cancellation of the ticket."

"Since the ticket was booked by the Travel Agent, through the Business Partner Portal, our team proceeded with the cancellation request in accordance with our procedures. The call recording has been availed to the Travel Agent for their review."

Further revealing that the client was able to fly on the next available flight, Jambojet also said that per their safety regulations, only guests with a valid booking are permitted to board a flight - and Mathia's case did not meet the standards.

"The Travel Agent admitted the mistake, and agreed to take up the costs associated with the cancellation, and reinstatement of the ticket to the next available flight, JM8667 which departed Eldoret at 5:10 pm," they wrote.

"We further reiterate that the travel for the passenger was booked through a Travel Agent, who is the only authorized person to change any bookings made through our portal."

Mathia has since taken to her Facebook page to announce that she was eventually able to fly to Nairobi and was able to reunite with her sick son who she also revealed was doing just fine.

While sharing a few photos of him smiling, she wrote, "Cheerful… resilient… healing. Thank you for your empathy, ardent prayers, support and good wishes."

"Jas will be okay. CT scan was clean. The swelling will subside in a few days and he will make a full recovery."