By ETimes
HARARE – THE COMESA Competition Commission (the Commission) has officially launched an investigation into Zambia Airways (2014) Limited over alleged violations of consumer protection regulations.
According to a notice dated 24 January 2025, the probe concerns a suspected breach of Article 28 of the COMESA Competition Regulations, which prohibits businesses from engaging in unconscionable conduct in trade or commerce.
The investigation was triggered by complaints relating to an incident on 23 August 2024, when four passengers missed their connecting flights in Lusaka due to a six-hour delay of Zambia Airways Flight No. ZN 418.
The flight, scheduled to depart from Livingstone at 11:25 AM and arrive in Lusaka at 12:35 PM, was significantly delayed, causing the affected passengers to miss their onward connections.
Zambia Airways reportedly refused to rebook the passengers or provide accommodation and meals in Lusaka, despite the delay being attributed to the airline.
The Commission described the airline’s actions as “unconscionable,” citing unfair treatment of consumers, refusal to address legitimate complaints, and denial of passengers’ rights to redress.
It further stated that such conduct contradicts international aviation standards, including the Yamoussoukro Decision and the Montreal Convention.
“The commencement of investigations neither presupposes that the conduct being investigated is an unfair business practice nor that Zambia Airways has violated the Regulations,” the Commission clarified in its notice.
The Commission has invited interested stakeholders, including other affected consumers, to submit representations by 22 February 2025. All submissions will be treated with strict confidentiality and used solely for the purposes of the investigation.