Airtel Kenya Defends Data Bundle Changes Amid Customer Backlash

Airtel Kenya has addressed customer concerns following the reduction of data bundles for its Smarta subscribers. The move sparked discontent among users who felt the changes made internet access less affordable.

Customer Complaints

The issue gained public attention when a user named Brian criticized Airtel on X (formerly Twitter) after the telecom advertised a football data deal. Brian accused Airtel of increasing internet costs while continuing promotional campaigns, stating, "You make the internet more expensive, then come advertise that all is good."

Airtel’s Response

In reply, Airtel Kenya insisted that its pricing remains competitive and emphasized the quality and reliability of its network services. The company encouraged customers to check the updated plans via the USSD code *544# for more details.

Details of the Data Bundle Reductions

Starting August 18, 2026, Airtel revised its Smarta prepaid bundles without changing their prices, resulting in significant cuts in data, SMS, and calling minutes:

• The KSh 1,500 monthly plan saw a data reduction of 58GB and an 80% decrease in SMS allocation.
• Two weekly Smarta plans had their data allowances halved.
• On-net calling minutes dropped by up to 77%.

These adjustments primarily affected value-conscious users who had selected Smarta plans for their previously higher data volumes.

Context

The promotional campaign that triggered the complaint highlighted a football data deal offering 2.4GB at KSh 99, aimed at streaming English Premier League matches. Airtel’s attempt to attract football fans coincided with the bundle reductions, intensifying customer dissatisfaction.