KENYA AIRWAYS   Customer Reviews and Passenger Trip Reports

KENYA AIRWAYS customer review : 22 December 2008 : by Johanna O'Connor

Customer Rating : 2/5

Very disappointed. Most disgraceful part was waiting for 7 hours in the airport and having to pay 20 dollars into a lounge because there was nowhere clean and air conditioned to wait. This 'first class lounge' was a joke. Kenya Airways did nothing for us in the 7 hour delay. The whole set up is a bit of a slap job. 'The pride of Kenya' - Kenya is not very proud then.

KENYA AIRWAYS customer review : 20 December 2008 : by Simon Maguire

Customer Rating : 2/5

DXB-NBO-ZNZ return. DXB-NBO was an old 767-200, we were delayed for an hour as the inbound flight was late arriving - plane was very old and worn with only a projector screen at the front. Served a drink after take off and a very poor breakfast before landing. Our connecting flight in Nairobi was cancelled and we had to wait in queue for about an hour to be put on the next flight which was 4 hours later, and was then itself delayed for a further 3 hours! NBO-ZNZ was a small Embraer jet very clean with excellent service. Return leg was the same, ZNZ-NBO was delayed by 2 hours but the ground staff provided food in the restaurant. 2 hour delay in NBO, good dinner service onboard the same dilapidated 767. Ticket was cheap we weren't expecting much from them. I find the fact that they are a flying blue partner slightly farcical.

KENYA AIRWAYS customer review : 24 November 2008 : by L Dore

Customer Rating : 2/5

I regularly travel from Harare to Amsterdam with KQ, as this is one of the few airlines still left in Zimbabwe. In general , Amsterdam to Nairobi flight is OK. Harare to Nairobi is a different story. Nearly always delayed, and never any information or apology. It surprises me that Flying Blue still keeps KQ as a partner!

KENYA AIRWAYS customer review : 30 October 2008 : by Natasha Kumar

Customer Rating : 1/5

I flew Kenya airways from Nairobi to Lagos return and Nairobi to Joburg. Each experience was bad! Be prepared to carry all of your luggage onto the place by yourself, as the terminal staff have no idea what they were doing. When I went to check in for my Lagos to Nairobi flight, I was told (last minute) that due to breakdown of a plane in Accra, Ghana we would have to detour to Accra first. Therefore, when I finally arrived in Nairobi, I had missed my connecting flights back to Australia. This was despite being told by numerous KS terminal and plane staff in Lagos and Accra that there was no way that we would be delayed. It only got worse after that. There were about 50 other international travellers that had also missed their connecting flights. We all had to band together and argue with staff to connect us with new flights and provide us with accomodation. I could go on forever, the TV screens were broken in each of the flights - Kenya Airways is certainly NOT the pride of Africa.

KENYA AIRWAYS customer review : 7 October 2008 : by R Bashir

Customer Rating : 1/5

First time travelling Kenya Airways and I already regret it. Due to not having daily flights from Lubumbashi to JNB on SAA I was forced to use KQ via NBO. Left Lubumbashi on 5th October - my travel agent ordered a Moslem meal and this was confirmed by the airline. Got into the flight and first had the experience of dealing with flight attendant with no experience. FA brought a Kosher meal to my seat before the flight take off - I was surprised first I ordered a Moslem meal and second how a FA can serve a meal while the aircraft is still taxi. I asked the FA about my choice of Moslem meal and the answer was eat this one if you wish and we cannot assist you further. NBO-JNB on the 5th October again unfriendly cabin crew - flight was delayed due to overbooking. Dinner was being served when I asked for my Moslem meal. FA just argued that no special meals were available on that flight and told me to be more clever next time and pre order special meals. I answered back that I had confirmation from Kenya Airways about my special meal and the boarding pass showed this: reply from her was eat this one or stay with no dinner. Kenya Airways needs to learn from SAA what a proud African airline is.

KENYA AIRWAYS customer review : 4 October 2008 : by S Omutere

Customer Rating : 4/5

Kenya Airways is a big disappointment to me on 3 occasions. From Dubai it was delayed because we had to wait for the aircraft which was on its way from China - instead of leaving at 0145 we left at 0400. All these flights ware late and the last one was the most annoying - after waiting for an hour we finally were able to check-in, only to be kept waiting for another 2 hours in the waiting room. We were told to go board the aircraft but again it was stopped because they had to sort out an engine problem. They need to go for time management training and keep to that.

KENYA AIRWAYS customer review : 1 October 2008 : by Charles Karobia

Customer Rating : 1/5

Is Kenya Airways turning into a bus service? Where they can just tell you that you cannot fly because the flight is full yet you have a ticket that is valid - KQ 463 from South Africa on 26/09 to Nairobi about 20-30 passengers are stranded at the airport and all the Station Manager could tell passengers is that the flight is full! The explanation given is unacceptable and tantamount to arrogance. Passengers take the time to re-confirm their flights, get to the check in counter at OR Tambo 2 hours before only to be told that the flight is full? I do not think you are the pride of Africa any longer! KQ needs to catch a serious wake up!

KENYA AIRWAYS customer review : 20 August 2008 : by John Peters

Customer Rating : 1/5

While I want to support Kenya Airways, the facts speak differently. On each of my last three travels, I have had at least one leg cancelled (Joburg-NBO, NBO-Dar, Lusaka-NBO), including two forced overnight stays at hotels and one complete re-routing. In each case, my delays amounted to at least 12 hours. I will now switch to other rooutes and operators.

KENYA AIRWAYS customer review : 12 August 2008 : by Jean-Louis Vergaert

Customer Rating : 3/5

Bangkok – Nairobi return World Premier: now here we talk about an old, derelict B 767. At each trip, something of my seat fell apart. On the way to Nairobi, the individual monitors only showed 2 programs with fuzzy image. On the way back, there was simply no individual monitor, and the main screen shows images in white and red, like the old 3-D movies which you had to watch with special glasses. The food was perfectly inedible on both trips. On the return trip, we had to disembark from the plane after a one hour waiting due to a technical reason. Ground staff was however very efficient, and they opened the business class lounge for us. We left with a 3 hours delay, which is not a bad industry standard after all. So, even if we take into consideration the friendly service and good wines, this is a definitively inferior business class product. The seats are wonderful, although they must be 15 years old I find they far superior to some recent “lie-flat” seats, and the 2-1-2 configuration provides plenty of space - at a price of US$ 2,200 for a 9 hours flight return, we should not complain: we have space, we can sleep, we can work, we can have a good wine served with a smile, so let us not worry about the food and the pieces falling around.

KENYA AIRWAYS customer review : 1 August 2008 : by N Rogers

Customer Rating : 2/5

Yet another flight delayed for 5 hours, Kenya to Tanzania - without apology or explanation. This is becoming more and more common.

KENYA AIRWAYS customer review : 25 June 2008 : by A Gori

Customer Rating : 4/5

NBO-AMS return, B777. Used online check-in facility both times and a real labour saver, particularly given long lines at check-in in Nairobi. Flights on time, with good service and friendly cabin crew. IFE options however were pretty limited on both flights, a slight disappointment.

KENYA AIRWAYS customer review : 21 June 2008 : by Mahul Shah

Customer Rating : 4/5

Johannesburg - Nairobi Business Class b777-200. Check in was quick, and then off to security and immigration. There is no fast track for premium passengers at Johannesburg Airport. We were airside within 20 minutes of clearing check in. Kenya Airways uses the Premium Services Lounge. It is a large lounge with sofas, smoking area, selection of reading material, work stations, etc. After 10:00 am they offer alcoholic beverages that include wine, sparkling wine, beer, spirits. Food included sandwiches, crisps, fresh fruit and nuts. The flight was full, 26 of the 28 J class seats were occupied. Ooboard, a tray of champagne, juice and water was taken around. Newspapers also handed out. The 777-200 has AVOD, so there was a good choice of movies and programmes. A lunch time service, there was a choice of entrée, main course and some cake for desert, followed by cheese and fresh fruit. Service lasted around one hour. It was friendly and professional. Kudos to the KQ staff. KQ have excellent Business Class seats. On arrival KQ’s famous priority tagging did not work again, so our bags took around 15 minutes after the conveyor belt started, and for the first time as far as I can remember, we were not stopped at Customs.

KENYA AIRWAYS customer review : 19 June 2008 : by M Shah

Customer Rating : 4/5

Nairobi - Johannesburg Business Class Boeing 767-300. Having used the Kenya Airways on-line check in the night before, we turned up at the airport at 6:00am - two security lines to get into the check- in areas. We waited around half an hour to get through. Two Business Class check in counters open, and we once again waited close to twenty minutes to get served. Immigration had 6 counters open, and we waited around 20 minutes there. By the time we got up into the departure hall, it was already 7:15 am, and the flight was being called. We were one of the last passengers to board. Offered a glass of juice or water and papers. After take off, given a breakfast menu (Fruit Salad, Cereal with cold milk, Fruit Yoghurt, poached eggs with Florentine potatoes or scrambled eggs in vol-au-vont and sausage, bread and croissants, tea and coffee.). At the same time, a tray of juice was brought around. We asked for Champagne, and were told it was not chilled, and would have to wait half an hour. However two glasses were brought 5 minutes later with an ice cube in each one. I found that quite odd. Individual Video players handed out, and a choice of around 10 movies, and some TV programmes. These worked well, except when you had your food tray on the table, the video player had to be carefully balanced on the armrest. We were also asked to give an order for drinks 90 minutes prior to landing. I said that I would order a drink if I was awake, and see what mood I was in, the stewardess did not like that and replied ‘if you are sleeping, we will not wake you’. Like I want to be woken for drink! Breakfast service was prompt and efficient. The champagne kept flowing (without ice cubes). The poached egg (not eggs) were tasty, and bread fresh. KQ Business Class seats are excellent for an African carrier on the 767 and 777. They are virtually flat, and being 6 foot, I was very comfortable. They need better pillows and blankets to make it a more comfortable seat to sleep in. We landed at a remote stand, and had to wait for the bus to fill up (J only had 12 passengers, so we had to wait for Y passengers). Immigration in JNB is messy with long snaking lines (everyone just jumped under the barriers). Immigration was quick. We waited around 20 minutes for the bags to appear (priority tagging worked its wonders and our bags were among the last to come off). Customs was a breeze, and we were out into a fresh sunny Johannesburg winter day.

KENYA AIRWAYS customer review : 3 June 2008 : by Vicky Taylor

Customer Rating : 1/5

We flew from London to Johannesburg via Nairobi in December 2007. We left the airport 1 hour late because the food service were still loading the food onto the plane! When we got to Nairobi, my 9 year old, my 7 year old and my 13 month old and I had to RUN across the runway to get to the waiting plane which was late due to us being late. We got to JHB at 1:30am to be told that our bags had all been left in Nairobi. With 3 children, no money and no formula or diapers, I was much less than impressed! On the way back, I spent 9 hours floating around the Nairobi airport waiting for the next flight after already having spent 7 hours on the plane with my 3 kids again. When it was time to board, I could not find my infant ticket and they refused me onto the plane. Even though I had a boarding pass and had already flown from JHB to Nairobi that same day! I begged them to help me and they simply refused, telling me I had to buy a second ticket. There I was, exhausted and alone with 3 children, pennyless and no one will help me! I paid a huge amount for the tickets and here they wont lift a finger. The airline was going to leave me in Nairobi rather than help me! One of the other passengers, a complete stranger, took pity on us and offered to buy my baby another ticket. He saved us - you pay the airline and they wont help you but a complete stranger will. What kind of people are they? Needless to say, it has now been 6 months and we are still waiting for a refund. I am starting to think that perhaps we will never see the refund. I dont want anyone else to suffer as I have, just because I chose to fly with an airline that doesn't care.

KENYA AIRWAYS customer review : 28 April 2008 : by Terry Wise

Customer Rating : 2/5

A word of warning to booking a seat via Kenya Airways website. Twice now I have booked Business Class seats from EBB-DAR and EBB-ZAN both via Nairobi. The first leg of both these trips were fine but on arrival at Nairobi I have been downgraded to Economy for the onward leg. Also my return journey from Nairobi to Entebbe have been in economy. Kenya Airways just tell you that either Business Class is overbooked or that I did not stipulate when booking via the internet that I wanted a Business Class seat on return. I mean, give me some credit Kenya Airways.

KENYA AIRWAYS customer review by Khoja Tansra

2 April 2008  Customer Trip Rating :

NBO-LHR on 27th march was a disaster. Firstly it took off 2 hours late. Reason torrential rain had closed the way to the airport! Than as we finally took off, the captain announced that he had to go back to JKI airport because the landing gear would not retract! When we arrived back at JKIA, there was chaos and uncertainty, leaving us stranded. We finally took off at 10.30 am the following morning.

KENYA AIRWAYS customer review by E Mensah

19 March 2008  Customer Trip Rating :

Refund Nightmare - I attempted to book a flight online through the Kenya Airways website, got almost to the end after entering my card details, only to receive an error message. I tried to re-book but the system wouldn't allow it. I abandoned the transaction and decided to go through a local travel agent only to subsequently discover that payment for the e-ticket was authorised AND taken from my account although an e-ticket was never sent to me. When I queried this I was told by the airline that the system couldn't identify my email address to which the ticket should be sent. This made no sense as the system managed to email me payment confirmation for a ticket it claims it couldn't send me. Bizarre. Since then, for almost TWO months, I've been trying to get my money back. I've completed the requisite refund claims and followed up, all to no avail thus far. The DRC (where I currently reside) KQ Country Manager isn't at all interested saying he cant help with online bookings. The online bookings manager passed me onto someone else, who has passed me onto someone else and so it goes on. Seems the airline is very quick to take your money but very reluctant to return it. I've now passed the matter onto Mastercard to recover what's owed to me. Moral of the story - 'caveat emptor'. From now on, any tickets I buy from this airline will be done the old fashioned way using cash at a travel agents. Be careful.

KENYA AIRWAYS customer review by A Fleming

19 March 2008  Customer Trip Rating :

I flew Kenya Airways between Accra and Freetown using business. After many years not using Kenya Airways I was impressed. The business cabin on the 737-800 has 16 seats in a 2-2 formation; seats comfortable and appeared to be recently upholstered. Champagne or juice is served after boarding, and a menu for a very light lite snack. Returning there was no menu and no pre departure drinks order but otherwise service was of a good quality and food was again good, but on the lite side. I was impressed and prices not overly excessive for the region. My only gripe was the limited amount of food and lack of choice in this area.

KENYA AIRWAYS customer review by Roy Blewett

12 March 2008  Customer Trip Rating :

LHR-NBO-Kinshasa return Premier World Class. Comfortable seats, good food and OK service. Overall, Kenya Airways represent good value for money in business class. Drawback is the small and rather shabby lounge in NBO but given there isn't one at all in Kinshasa, perhaps not much of a complaint. Top tip though is travel without hold luggage if you can, as some passenger baggage was left behind on the NBO-Kinshasa leg, while the inbound aircraft for the return Kinshasa-NBO flight arrived without any passenger baggage on board. I'm told this is not uncommon.

KENYA AIRWAYS customer review by E Mwangi

21 February 2008  Customer Trip Rating :

I am truly concerned because KQ has been my favourite airline. In my last 5 trips within a period of a few months, I am saddened by what I am seeing. Overbooking, late flights, cancelled flights so that passengers are off loaded to other flights, information pockets in the aircraft are torn, and no repairs done. Failing air conditioning before take off. Something needs to be done to restore your image which you have been enjoying for so long! I am Kenyan and wish I could say otherwise.

KENYA AIRWAYS customer review by V Newman

21 January 2008  Customer Trip Rating :

LHR-NBO. Helpful, courteous staff, good food and adequate IFE. Equally good experience NAI to Mombasa - and this was the day the election results were announced. We checked in early and two bags were in fact sent on inadvertently ahead of us but as soon as we arrived at Mombasa, they were produced. Return Mombasa to London started off as a nightmare as total chaos reigned at the airport, insufficient desks open, too many flights and no-one knew or was willing to share information. A policeman outside the airport offered to whizz us to the front of the queue but not wanting to encourage corruption, we refused - but we paid a price for our high-minded principles as we were bumped off the flight despite having confirmed two days before! After serious wrangling with the ground staff we were flown to Nairobi, given day rooms in the Intercontinental and got bulkhead seats for the flight home - and compensation. However, I don't think that any of this would have been forthcoming had we not made ourselves thoroughly unpleasant and refusing to go away. Would I fly them again? Yes, but would do online check-in as I gather that once you have your boarding pass they can't bump you off!

KENYA AIRWAYS customer review by Andrew Reid

17 January 2008  Customer Trip Rating :

CAI-NBO-CAI. Departures on time, planes relatively new (737-700 and 737-800) and service fine. Main drawback that it stops in KRT en route for 45 mins rather than a direct service, and also at NBO you have to walk across the tarmac to board/disembark the aircraft. No airbridge (even though available at the airport), no bus - a walk across the windy tarmac for a few hundred metres with 2 kids wasn't fun. Also, they couldn't seat our family together on the return leg so we had to sit in 2 groups.

KENYA AIRWAYS customer review by Fred Hodgson

15 January 2008  Customer Trip Rating :

Just back from first trip with Kenyan. Excellent service LHR-NBO-LUN and back. Indeed the only downside was the Simba lounge in NBO which is far too small. The Club Lounge in Lusaka was far better with a view over the apron so you check your incoming flight. FAs all very friendly and attentive on all four legs - no complaints. Food also excellent. I concur with comments about the transfer desk in NBO. this does let things down. Overall I will happily fly with them again. Definitely has the edge on BA for the money.

KENYA AIRWAYS customer review by Graham Wood

9 January 2008  Customer Trip Rating :

Dubai to Nairobi and Entebbe on 24/12. We boarded in Dubai an hour or so late. Boarding a scrum and people allowed huge hand luggage. Arriving in Nairobi I was rudely told to ‘hurry up’ as my connecting plane was waiting for me. Onboard we sat for 30 minutes and a few other people came on. Then hand luggage again had to be placed in the hold as there was simply too much. My bag failed to arrive in Entebbe, again. The airline was closed for the holiday and I was left to make trips to the airport over Christmas. 3 requests to the Entebbe KQ office have been unanswered. I went to the Entebbe office but made no progress. On 3JAN I left Entebbe. On the plane we were told me would make an unadvertised stop in Eldoret for 45 minutes en route to Nairobi. We stayed 2.5 hours in Eldoret while a burst tyre was fixed. There was an announcement after about 1.5 hours. Arriving late in Nairobi I assumed my connection to Dubai had gone. It hadn’t as they used the same plane I had just used. Happily I was upgraded to business and two hours later started an excellent flight with good food and service. Unfortunately even though my luggage had been on the plane earlier, someone took it off and left it in Nairobi. Now in Kabul without winter clothes and about to write another email to Kenya airways. Next time I will use another airline.

KENYA AIRWAYS customer review by Heather Wozniak

9 January 2008  Customer Trip Rating :

LHR-Nairobi-Lilongwe Premier World. Whilst the lounges were a little disappointing the flight was faultless, and outstanding value for money. I will be using them again!