Kenya Airways review: Transfer desk

I was a passenger who transited at Jomo Kenyatta International Airport on July 26th, arriving with Precision Air PW741 from Zanzibar to Nairobi (10:50 to 12:30) and departing with Freedom Airline 4F101 from Nairobi to Mogadishu (15:00 to 16:30).

As soon as I arrived at the Airport at around 13:00, I followed the sign of Transfer Desk and consulted the staff how should I self-transit. The Transfer Desk staff checked my next airline and flight, confirmed I was flying to Mogadishu with Freedom Airlines, and asked me to wait at the Gate 23, saying there will be someone to pick me up. I went to the Gate 23 and directly informed the staff present at the Gate that I came with the instruction of Transfer Desk for transit. She confirmed that the Transfer Desk should have informed someone to pick me up and I needed to wait.

At around 13:40, as I waited longer and longer, I confirmed again with another staff at the Gate (the former one was not present), and she assured me that the Transfer Desk should have called someone to pick me up.

At 14:00, only 1 hour before flight departure, I asked the same staff at Gate again when I will be picked up. She asked me to confirm with Transfer Desk. I went back to the Transfer Desk at around 14:05, and asked the staff what is the next step for my transit. Surprisingly, the Transfer Desk staff told me he only works for Kenya Airlines, and as my next flight is Freedom Airlines, he cannot help me. When I asked him who should I ask for help, regardless of my urgency, he repeatedly told me he only works for Kenya Airlines.

Then I sought help from the Info Desk beside the Transfer Desk at around 14:10. I asked them firstly who should I consult transfer-related information, and they informed me it should be the Transfer Desk. But when I told them that the Transfer Desk claims to help only Kenya Airlines passengers and I am about to miss my flight, the two female staff immediately understood my situation and called around to help me proceed with the transit. To make sure I would be picked up as soon as possible, one of them accompanied me to get back to Gate 23 at around 14:25 while the other waited at the Info Desk in case anything else arose. I finally got my boarding pass and boarded at around 14:45, only 15 minutes before the flight took off, even though I arrived at the airport and was proactively ready for transit almost 2 hours ago.

The above timeline and actions could be confirmed with all staff mentioned and surveillance camera records if any.

Without the support from the Info Desk staff, I could not have onboarded and finished my travel, and I want to express my sincere gratitude for their kindness, swiftness, and thoughtfulness.
At the same time, without the incorrect and irresponsible response from the Transfer Desk staff, I would not need to go through all these last-minute rush and anxiety.

I have to ask below questions:
If the Transfer Desk is only for Kenya Airlines, why is it not specified in the sign?
Why did the Transfer Desk staff instruct me to wait at Gate 23 for nothing if they only work for the Kenya Airlines, knew I would fly with Freedom Airlines, and did not refer my transit request?
Where should passengers of other airlines seek transfer support?

I believe that Jomo Kenyatta International Airport, as a significant airport, should not tolerate such irresponsible behaviours of the Transfer Desk and should provide clearer transfer procedures to passengers, including those who do not fly with the Kenya Airlines.

After reporting the information above to Kenya Airport Authorities [protected]@kaa.go.ke, I received only a short and patronizing response asking me to file a complaint at Kenya Airlines instead. However, my experience also shows a huge information and service gap of the Airport, especially my question 1 and 3 asked above. It is very disappointing how the Airport is dealing with complaints.