- Jambojet has responded to a passenger complaint about being unable to board flight JM8665 from Eldoret to Nairobi on May 19th, citing a cancellation request from the travel agent as the cause
- The airline explained that the travel agent, who booked the ticket, requested the cancellation, leading to the invalidation of the boarding pass
- Jambojet ensured that the passenger was rebooked on the next available flight and emphasized the need for booking changes to be made through authorized agents only
Jambojet has issued a statement addressing a recent complaint from a passenger who was unable to board a scheduled flight from Eldoret to Nairobi on Sunday, May 19th.
The passenger, who was booked on flight JM8665, encountered an issue at the boarding gate, leading to frustration and inconvenience.
According to Jambojet, the passenger booked the one-way ticket through a travel agent on May 14, 2024, and checked in online, receiving a digital boarding pass.
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However, on the day of the flight, a representative from the travel agent contacted Jambojet’s helpdesk at 12:34 pm, requesting a cancellation of the ticket.
Following standard procedure, Jambojet’s team proceeded with the cancellation as the request came from the booking travel agent through the Business Partner Portal.
Upon arriving at the boarding gate, the passenger’s boarding pass was scanned and flagged as invalid.
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The Ground Operations team identified the cancellation and informed the passenger.
Unfortunately, due to the time required to resolve the Issue with the travel agent, the passenger missed the flight.
Jambojet confirmed that the travel agent admitted to the mistake and agreed to cover the costs associated with the cancellation and rebooking.
The passenger was accommodated on the next available flight, JM8667, which departed Eldoret at 5:10 pm.
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Jambojet emphasized that any booking changes must be made through the authorized travel agent as per their policies.
They also reiterated that safety regulations mandate only passengers with valid bookings are permitted to board.
The airline expressed Its sympathy for the inconvenience caused and extended heartfelt wishes for a speedy recovery to the guest’s son.
