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Kenya Airways Customer Reviews and Kenya Airways Passenger Trip Reports



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Kenya Airways Customer review :  29 January 2013 by J Huxley    (Australia)

Rating : 2/10

Score 2 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Nairobi to Bangkok. It was an overnight flight that was continuing to Guangzhou. An older aircraft, entertainment system didn't work, food was inedible. The staff however were delightful. Cheap tickets that got us to our destination - would definitely pay more in the future to avoid such an unpleasant experience.



Kenya Airways Customer review :  29 January 2013 by V Jury    (UK)

Rating : 7/10

Score 7 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

LHR-NBO-NDA, Flew 17 Dec. Boarding was quick and efficient. Flight was delayed leaving Heathrow due to baggage needing to be taken off the plane because of no passengers. An understandable security measure and the pilot entertained us with his flight plan. Food was good and staff were friendly and attentive. Landed on time in Nairobi. Second leg to Ndola was uncomfortable. Seated in emergency exit aisle with very straight seat unable to recline. Seat slipped forward so the metal was exposed. Return leg via Nairobi was good. Seat for Nairobi to London was broken so would not stay reclined. IFE was good both ways as was all food and drink served.



Kenya Airways Customer review :  24 January 2013 by V Richardson    (UK)

Rating : 8/10

Score 8 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

We travelled for the first time with Kenyan Airways, and found staff very friendly and helpful. The food on board was adequate and hot. The seats were not very comfortable, seat pitch poor and not much room. The return trip was on a newer aircraft I think, and the onboard entertainment system worked fine.



Kenya Airways Customer review :  7 January 2013 by Susan James    (USA)

Rating : 10/10

Score 10 out of 10

Cabin Flown

Business

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

More than happy with the service from Malindi to Nairobi. The travel agent messed up my ticket and did not have the ticket available at the airport. They were kind and patient and even came on board to make sure I was fine, I even was upgraded to business. It was such a short flight but the additional leg room was nice and seats were comfortable. Flight is only 40 minutes - time for a snack, hot towel, and soda.



Kenya Airways Customer review :  3 January 2013 by E K Kimani    (Kenya)

Rating : 9/10

Score 9 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

24 Dec 2012. Travelled KQ 484 from NBO-DAR. A midday flight, we boarded quite early and waited a long time to depart. Embraer-190 was very clean and new, had a delicious meal and arrived on-time and found our luggage. On our return flight, boarded on-time and we left 10 minutes earlier than scheduled. The passengers seated in front of me fully lowered his seat which made me quite uncomfortable during both trips, however the crew were kind.



Kenya Airways Customer review :  22 November 2012 by M West    (UK)

Rating : 2/10

Score 2 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Traveled to NBO on 31 Sep 2012. Flight delayed due to the fact that a jacket was found in a seat with no passenger attached to it. A few mumbled announcements were made to find the passenger. A security delay was announced followed by a need to re-fuel the aircraft before take-off. Many passengers missed their onward flights. Seats were incredibly uncomfortable. Felt like there was no padding and my seat cushion slipped forward revealing the metal base of the seat. Very uncomfortable. Inflight service did not work. No matter how many times they rebooted it, certain seats were still no-ops. Headphones were falling apart and the one pair that was not was of no use as the socket on the seat I was sitting in, and the one next to me, was broken. The meal service was similar to what you would expect on a charter flight. Very basic, breads cold to frozen and dry, salad was tired and limp. I will not be flying KQ in futre unless I can pay for a C class ticket.



Kenya Airways Customer review :  20 November 2012 by O Otieno    (France)

Rating : 2/10

Score 2 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

5 Nov 2012, KQ116 Nairobi to Amsterdam, Boeing 767, Morning flight. I booked to fly KLM for both out and inbound journeys but unfortunately found myself obliged to fly KQ for the return, seats and fittings equally dilapidated as the KQ flight to Paris that I now systematically avoid. Inflight entertainment was simply missing. I didn't think any airline would put these kind of flights on popular international routes. 2 hrs after take-off the breakfast trolley is rolling past, 1 hour later, flight attendant offers me a tray with bread, croissant, butter and juice, announcing continental breakfast. Half an hour later I'm still waiting for a hot drink. In the meantime the captain is apologising about late take-off from Nairobi, as if it was something to be proud of. Tea eventually comes 1 hour after 'continental breakfast'. Incidentally the temperatures in the cabin is kept glacial. This is nothing compared to lunch. After a terribly long wait to only to end up with a repeat of the earlier back and forth game of trolleys and trays, partially empty trays, trays with this or that missing. My salad comes with the inside of the already unsealed lid smeared with what looks like chocolate pudding? We are a long cry from the fancy looking menu proudly presented at the onset of flight. Between 2003 and 2007 KQ was my favourite company on this route but it will be a while before I choose KQ over other alternatives.



Kenya Airways Customer review :  10 October 2012 by K Billingsley    (UK)

Rating : 3/10

Score 3 out of 10

Cabin Flown

Business

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

I found the flight horrible. My partners T.V didn't work there and back). Seats not comfy, when we called the flight attendant it was over an hour before anyone came, that is after the bell was switched off several times. I was not sat with my partner and when I asked if it was possible if we could sit together, they couldn't be bothered to help.



Kenya Airways Customer review :  9 October 2012 by N Parsons    (Nigeria)

Rating : 2/10

Score 2 out of 10

Cabin Flown

Business

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Nairobi to Lagos after a 30 hours delay - yes 30 hours! But what was most annoying is that the Kenya Airways staff refused to explain what the problem was...was it mechanical or what? Turned out the cabin crew were staging industrial action to try to prevent non-Kenyan nationals working for the airline. But the refusal to explain anything only made passengers more and more angry. Never want to fly with them again.



Kenya Airways Customer review :  5 October 2012 by N Parsons    (UK)

Rating : 1/10

Score 1 out of 10

Cabin Flown

Business

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

To be honest I never got on the airplane, got to Nairobi for a flight to Lagos 05/10/2012 to be told the flight was cancelled and they had 'no spare airplanes'. We were told to 'try again the next day.' In the ensuing chaos, business class passengers with confirmed ticket for another flight (Nairobi to Addis) were told the flight was overbooked and full already. The airline reflects the airport which is among the worst I've encountered.



Kenya Airways Customer review :  25 September 2012 by M Shah    (Kenya)

Rating : 7/10

Score 7 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

KQ is on time. I have flown them 12 times over the last few weeks ex. NBO to MBA and EBB and they are on time. Boarding commences at least 30 minutes before departure, and you may have to sit on the plane for 15 minutes, but all flights were in time. Flights have been very full. Service has been good (no food service, just drinks), and priority luggage works. In EBB our bags were sitting near the conveyor belt having been off loaded first. Let's hope they can keep it up.



Kenya Airways Customer review :  14 September 2012 by J Lucas    (France)

Rating : 1/10

Score 1 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Flew KQ return flight from CDG to NBI Aug20/Sep4. Flights were about on time. But very old run down 767 (worse than Delta), with pathetic seats/comfort and non-existent inflight entertainment. Staff looked bored and food was poor. With all this you'd expect a discount but no: 900 euros return and the plane was half empty on 20th.



Kenya Airways Customer review :  14 September 2012 by J Muddeman    (UK)

Rating : 7/10

Score 7 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

We flew from Heathrow to Nairobi on 4th Sep, with the flight leaving on time. We managed to get extra legroom seats (row 12) as my husband is 6 ft. 5 and they were fine. Boarding was fairly structured and the food (an evening meal - I chose the veggie option - stuffed peppers) was pretty good - hot and tasty, with a snack just before landing for breakfast. I didn't expect much from the IFE from the reviews and wasn't bothered anyway. Some parts of the cabin were a bit frayed around the edges but no real complaints. Crew were fairly attentive. Both internal flights were also fine - a short hop between Nairobi and Mombassa and vice versa - the first left early, the second a few minutes late. On both there was time for a snack and a drink, with good crew service. Flying back on 13th from Nairobi to Heathrow was fine too - left on time, but no extra legroom seats this time so a bit cramped for my husband. IFE was very poor - his seatback TV didn't work and mine was hit and miss. Again, no complaints about food. Boarding this time was a bit more chaotic and JKIA is a horrible airport - cramped, chaotic and poor flight information. Luggage all arrived with no problems too. Maybe we were just lucky given all the other poor experiences but I can't say there was anything majorly wrong with any of our flights or the service we received.



Kenya Airways Customer review :  11 September 2012 by Carlyn Meyer    (USA)

Rating : 3/10

Score 3 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

I was scheduled to fly from Chicago to Brussels and take Brussels Air to Nairobi. July 5th ORD flight was late, missed connection, re-routed through London, London to Nairobi via Kenya Airlines. One checked bag did not arrive. Twice Kenya Air made arrangements to deliver bag while I was in country, twice they failed to show. Repeated attempts to contact them after I returned were futile. Six weeks later, United calls and says they have my bag.





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