Kenya Airways 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!
Kenya Airways review by A Shearer
7 December 2007 Customer Trip Rating : 
Agree with comment from I Holroyd. My teenage daughter was left overnight at Nairobi airport due to
a delayed Kenya airways flight. This led to her missing a connecting flight at Heathrow, and so
having to pay for a new connecting flight home. Despite emails, letters sent recorded delivery etc,
Kenya Airways will not reply to any. They also conveniently dont have a customer services number for
the Uk. Never again!
Kenya Airways review by Graham Wood
15 November 2007 Customer Trip Rating : 
I continue to find KQ extremely inconsistent. Recent flights from Dubai to Nairobi and Nairobi to
London were several hours late with no accurate information provided. On both flights the crew were
poor, mainly concerned with having their meals and chatting to one another. Food also seems to be
getting worse. On the London-Nairobi flight a very good crew made it much more pleasant. Nairobi to
Dubai turned into a nightmare as my bag had been tagged through on a non existent airline to Kabul.
I spend four hours trying to trace the bag in Dubai, missing my connection. The Nairobi transfer
desk remains an appalling experience and too many KQ staff simply make things up when they don’t
know or can’t be bothered to find out. I rarely feel as if my frequent custom is valued by them.
Good news that the Nairobi-Entebbe route now has some competition. I will certainly be trying them.
Kenya Airways review by I Holroyd
15 November 2007 Customer Trip Rating :
Appalling service delivered by poorly trained, exasperated and exasperating staff who are generally
friendly and courteous. Delayed flights at all stages of my journey to Mombasa via Nairobi from
Heathrow. The party I was travelling with (19 school girls) were left to overnight in Nairobi
Airport! Having confirmed the option of changing my ticket return date they failed to reissue the
ticket until a few minutes before the flight despite having had a month to do so. Return flight was
delayed and overbooked and we were bumped off it. All check-ins were desperately slow. Feedback and
complaint forms unavailable. They failed to keep their promises regarding seating and upgrades, and
have failed to respond to any of these points that have been brought to their attention. They
deserve no stars.
Kenya Airways review by J Tanner
1 November 2007 Customer Trip Rating : n/a
LHR-NBO-EBB return in Economy. Very cheap fare (less than £400 incl). Friendly and courteous service.
Boeing 777 very nice. Generous legroom and good entertainment. Very long layover in NBO (7 hours).
Could have had 2 hours but was £150 more expensive. Wouldn't recommend it that unless you're young or
flying blue silver/gold member as you can use the business lounge. The transit lounge was very busy
but lovely staff.
Kenya Airways review by Victor Miroro
9 October 2007 Customer Trip Rating : n/a
NBO-LHR. Checking-in was a turmoil. Boeing 777 looked new. IFE was OK but I expected more - there
should be a variety of movies to select instead of limited scheduled selections. The meals were good.
The only problem I encountered was with FAs manner of courtesy. Learning to put a bit of a smile on
the face doesn't cost a thing. Generally KQ needs to aim higher in its services but, I wouldn't mind
flying it again.
Kenya Airways review by Kirsten Duffy
27 July 2007 Customer Trip Rating :
London Heathrow - Nairobi - Lusaka with Kenya Airways. The flight to
Lusaka was delayed by about 7 hours with no explanation, meaning that we
missed a transfer from Lusaka. Our return flight the following week was
delayed by 8 hours, meaning that we missed our connecting flight. We
then queued at Nairobi airport for 2 hours to be told that there were no
hotel rooms left and we would have to sleep in the airport. We were
offered $100 dollars compensation which I do not consider sufficient as,
again, we had paid for a hotel which we were not able to stay in.
Overall, service was disorganised, there was a lack of concern from
staff and we wasted days of our honeymoon sitting around airports! Kenya
Airways and Nairobi Airport to be avoided in future.
Kenya Airways review by Kathryn Krohn
10 May 2007 Customer Trip Rating : 
I recently traveled from JHB to Douala and back again. My friend and I
accidently got off at the Younde airport instead of the Douala airport,
since this information is not on the ticket. Kenya airways took care of
us and took us to a hotel and we truly appreciated that. Also I loved
the friendliness of the staff while flying. I purchase everything to do
with travel via the internet. When I arrived at Douala airport to fly
to Nairobi to JHB they had no idea how to issue an e-ticket. They
wanted an e-ticket number and of course I don't have that because it's
an e-ticket! Than we almost missed our flight because they couldn't
figure out the ticket and almost would not allow me to check my bags
until I insisted. So they finally allowed us to check our bags but we
were responsible for getting them to the plane. Wow, that was a trip in
itself. I felt that because it was not our fault we were so late we
should have received a little more help. I will fly Kenya airways again
but I will also be prepared for the pandemonium at all boarding gates.
Kenya Airways review by Graham Fairclough
1 May 2007 Customer Trip Rating : n/a
Accra - Lusaka via Nairobi in business class. The overnight flight to
Nairobi was comfortable enough for a 737 with a good amenity kit. Seats
reclined adequately for some sleep and the crew were friendly. Flight on
777 from Nairobi to Lusaka was the most comfortable seats I've known
other than Virgin Upper Class suite. The problem with Kenya Airways is
that on the ground, it's chaos. Disembarking first flight and boarding
the next one were both seriously delayed because of heavy rain at
Nairobi and not enough umbrellas for people. Information about delays (2
hours) was poor. It's a shame that their service on the ground so lets
down great aircraft and crew in the air. I'd avoid any connecting flight
in future with them.
Kenya Airways review by Rathin Roy
28 April 2007 Customer Trip Rating : n/a
Kenya Airways BOM-NBO and then NBO-EBB Business Class 17 April. Flight
leaves Bombay at 0310 am. The Oberoi lounge in Bombay is comfortable,
not crowded and offers wireless broadband for 5 dollars. On board
excellent seats that recline fully with deep cushions and good lumbar
support. A quick drink and snack served promptly after takeoff and a
full breakfast before landing - which I skipped. Simba lounge in Nairobi
is very good - but small. Not much by way of breakfast but good espresso
coffee. A good full breakfast on the NBO-EBB sector (1 hour flying time
only). Overall a good experience except that all bags from Bombay were
for some bizarre reason sent to the cargo area instead of the arrivals
carousel Luckily by the time we filled our lost property reports they
rectified the error. I would rank my experience as four stars
Kenya Airways review by Nick Francis
9 January 2007
In addition to my comments below, I have had now had a reply from Kenya
Airways. They credited 2000 Flying Blue miles to my account and have
been extremely apologetic which is definitely a result. It is nice to
find an airline where complaints taken seriously!
Kenya Airways review by Nick Francis
3 January 2007
LHR-NBO-LHR Economy. It's a mixed bag between excellent and the worst
experience one could endure. Having recently returned from Zanzibar
(flying through Nairobi with Kenya Airways) it was exactly that. The
outbound services left T4 during the now infamous foggy spell that hit
the airport shortly before Christmas in 2006. The check-in was smooth,
short and the KLM check-in agent was very fast, efficient and friendly
(even calling the sales desk for me). The crew on board was by and large
jolly. The seats were comfy, food was excellent and IFE was modern, with
a mostly good film selection. The return was another story. Arriving at
NBO from ZNZ, we were told nothing of the impending doom that would
shortly befall us. Boarding was quite slow, but we were onboard
eventually. We sat on the tarmac for over 40 minutes, all passengers
seemingly boarded. No explanation at all was given by captain or crew,
and any questions were met with vague and evasive answers. Suddenly, an
influx of over 30 passengers burst onboard (we later found out from an
earlier flight to Paris which had been cancelled). The steward was
completely incompetant in dealing with this, leading the disgruntled
passengers up and down the plane, finding few seats available. This led
to a delay of over 2 hours (bear in mind that this was on New Years Eve)
with no explanation until a feeble apology shortly before take-off. If
the crew had had any sense they would have a) asked all passengers to
remain seated while they double checked and listed all spare seats, b)
allowed small numbers of transferred passengers on at a time and c) made
a formal announcement of what they were doing. The combination of none
of these being done caused massive upset and inconvenience to all.
If you're not keen on taking the risk, fly BA and save yourself the
hassle. I have yet to complain to KQ but if and when I get a response,
I'll post again!
Kenya Airways review by Peter Leposo
27 November 2006
I make an average 4 flights with KQ every month. They are good across
all sectors; cleanliness, service etc. However the costs of flying on
this airline are way above the roof especially when flying around
Africa. For instance it costs about $400 to fly return to Entebbe only
50mins away. This needs to be improved. Cant wait for the competition to
come in. I don't mind leaving the flying blue program behind.
Kenya Airways review by Ray Ward
2 November 2006
AMS-NAI then on to HAR. Originally booked with KLM. I thought flight and
service was very good. I would recommend Kenya Airways. Staff were very
friendly and helpful, both in the air and at NAI. I will fly again with
them.
Kenya Airways review by Marcelle Stobie
19 October 2006
My mother needed oxygen on a recent flight to Nairobi. She was
travelling in Business Class where none of the flight attendants had any
idea how to operate the individual oxygen supply. She had a feeling
that the individual oxygen was empty. No one offered any help at all
and she had to ask for an ambulance on landing in Nairobi. Surely it is
a basic requirement of an airline to be able to help people in medical
distress? We are very lucky that although 88 years old she is extremely robust.
Kenya Airways review by Ian Francis
2 October 2006
Have flown several times in the last year in business class. Usually
AMS-NBO and then onwards. Excellent seat (flat horizontal bed) and good
service but some problems that crop up time and again: Dinner service is
excrutiatingly slow, which cuts badly into sleeping time on an 8 hour
overnight. IntraAfrican flights are almost always delayed 1-2 hours.
Transfer desk staff in NBO are unfriendly. And once, the plane flew to
the wrong country: Malawi, when it was supposed to fly to Zambia.
Kenya Airways review by Philip Keating
30 September 2006
Dar Es Salaam to London Heathrow - I was expecting KLM as had booked
with them. My trip involved three flights my first one left 40 minutes
late. I was told the connecting flights would wait for me which I did
have my doubts abouts. When I got to Nairobi I got of my plane and got
straight onto the next plane which was waiting. The inflight service was
better than KLM which I used on my outward journey. The food was edible
and the staff handed you a drink with a smile if you wanted another one
unlike KLM on may outward journey. I was not expecting to fly Kenya
Airways but would recommend them.
Kenya Airways review by Sam Longair
13 September 2006
London to Johannesburg and back in economy on KQ. Overall I was fairly
unimpressed. At both London and Jo'burg there were delays due to
problems with the aircraft. The inflight service was OK, cabin crew
business-like rather than friendly and they did take about 3 hours to
serve dinner on the outward journey - not great for an 8 hour overnight
flight where everyone just wants to sleep. That said, their drinks
selection was good and dinners quite tasty, though their breakfasts were
almost inedible and very small. The seats on their 777 are excellent
with good IFE.
Kenya Airways review by Gunnar Hillgartner
8 September 2006
I fly with KQ on about 30 segments per year. I've seen and experienced
the rapid growth and expansion of the airline since 1996. The fleet
renewal plan has done the airline well in improving the product quality
and overall perception of the airline. Nevertheless, the poor quality
of some of the leased aircraft results in inconsistent cabin standards.
In general, inflight service consistently good but not exceptional.
There are many little things that cabin crew can do which, if done
consistently, can have a big impact on public perception of the airline.
Simple things like smiling, doing routine cabin checks to ask customers
if they need anything, chatting with frequent flyers to ask them for
feedback for improvement, etc. As for inflight catering, NAS meals
remain bland and repetitive. A bit more investment and creativity in the
in-flight food would improve the rating of the airline.
Kenya Airways review by Graham Wood
26 August 2006
Adrian Grieve below is spot on. Judge an airline when things go wrong. I
have flown more than 100 times on Kenyan Airways over the past few
years. Most flights have been punctual and satisfactory. However, when
thing go wrong, the airline seems unable to cope. Its communications are
bad and misinformation is frequently given just to keep you quiet. Any
slightly unusual request seems to cause problems. The cabin crews on the
London-Nairobi flight vary a lot. Some are simply idle and seem to want
to sleep their way through. Trying to ring the bell for service is a
waste of time. Little things, instant coffee served when they have the
real stuff, forgetting landing cards, are a problem. More importantly,
despite having the highest level frequent flyer card I am often given a
middle seat (usually can be changed after a fuss). I have found their
offices in Kampala, Khartoum and London generally poor in the level of
service, seat allocation etc again especially when things go wrong. The
Nairobi office has proved much better and I try and deal with them
wherever I am. Nairobi airport though is a very different matter.
Kenya Airways review by Linda Hibbert
26 August 2006
Recently flew Kenya Airways for the first time. Heathrow to Nairobi was
fine apart from the food. Limited choice and poor quality - especially
on the return leg. Expect much better quality when on a flight of 8
hours+ duration. Breakfast consisted of a stale roll, stale croissant,
muesli (without milk) and a yoghurt. Good range of entertainment on the
way out - but system didn't work on return. Appeared to be more leg room
on the domestic Nairobi/Mombasa flights - but again - food barely
edible. As a family of ten travelling together, we asked for 10 seats
together, as we had 4 children with us. This was no problem on each of
the 4 flights.
Kenya Airways review by Peggy Clyne
23 August 2006
We thoroughly enjoyed our recent flights on Kenya Airways. (London - Nairobi return. Economy
Class. The cabins were clean, staff pleasant, and the food the tastiest we've had on an airplane.
Kenya Airways review by Ian Beaumont
12 August 2006
Heathrow/Nairobi. Check in fine and allocated 3 seats together. Flight
on time in 777. Excellent plane condition and toilets immaculate. Food
and drink good served by friendly, helpful staff. Plenty of water/juice
without asking. Zanzibar/Nairobi. Lots of scroungers at Zanzibar
airport despite large notice indicating its an offence to beg for tips.
Most of the scroungers wearing "Zan" polo shirts. Authorities need to
get to grips on this. Nairobi/Heathrow. As before but delayed 1hr
waiting for passengers coming in on flight from Entebbe.
Kenya Airways review by Victoria Mitchell
6 July 2006
NBO-AMS Economy. Expected basic service and quality. Instead was pretty
impressed. New 777, good size seats, pleasant FAs and seat-back IFE.
Only disappointment was main meal, just about edible if you're hungry.
Yet to be impressed by any airline's food in economy with the exception
of Emirates which was better than average. Overall, enjoyed the flight
and the pilot sounded friendly which is always reassuring for nervous
passengers. Much better than the outbound KLM flight.
Kenya Airways review by Raske Shah
1 July 2006
BOM-NRB return. Dismal 767 plane which had obviously seen better days.
My seat wouldn't stay upright, the tray wouldn't close, one of the
toilets was out of service as the light wasn't working, the other toilet
was filthy and there was no AV entertainment on offer. To add insult to
injury, when the chap behind me asked the FA why there was nothing
playing on the central screen (no seat-back screens), he was told "its a
late flight, go to sleep". The service was virtually non existent.
Coming back, exactly the same problems as before, except that I was in a
different seat which fortunately wasn't broken. I'm told the NRB-LHR
flight is much better. This may be the case but I would avoid NRB-BOM
with KQ.
Kenya Airways review by John Shepherd
1 July 2006
LHR-NBO return Business Class in June. Very comfortable bed and they
didn't disturb me, exactly what I wanted. I would be happy to use this
service again. Inflight Entertainment a bit limited for a day flight.
Check in at Heathrow was easy, at Nairobi it was a nightmare. The
lounge at Nairobi is small and there is no priority for business class
passengers into the gate.
Kenya Airways review by John Shepherd
24 May 2006
I and my daughter have travelled with Kenya Airline twice on economy
class from Heathrow to Mombasa via Nairobi and return - including
internal flights, eight flights in all. Overall quite satisfied but on
only three of these flights have we been able to get adjoining seats,
these 3 booked at check in at Heathrow, nor were we alone. Many other
passengers were in similar situations including at least one family with
children. When I spoke to the Kenya check in staff they put it down to
their "computer" and were unable to do anything about it.
Kenya Airways review by Mweru Mwingi
2 April 2006
Much as I would love to be patriotic, the services on KQ, make it
difficult. On a trip AMS-NBO-JNB I arrived tired and flustered. Had no
blanket as they run out - I noted a mad rush for them at the back of
the plane. The FA could not be bothered to hand them out with courtesy.
The most disgusting thing is that we were asked to keep our plastic cups
for later use because they run out! Shame on you KQ, you should be doing
better than this.
Kenya Airways review by Nick Serpell
15 March 2006
LHR-NBO then return Mombasa-NBO/LHR. The flights to and from London were
on the airlines new 777s and the conditions in cattle class were
certainly as good as most of the opposition and better than BA. Service
was efficent on what were both full flights although somewhat lacking in
the personal touch. The FAs seemed determined to get the meal service
over and done with as quickly as possible on both flights. The one
bonus point here was that there was more time to sleep. Sleep would have
been easier without the ceiling television screens being left on showing
bright images of our route. Not sure why they need these when everyone
has a seat back screen. IFE had a good selection of films although I
would have expected a different set of films on the return journey to
LHR rather than the same ones we flew out with. The internal flight from
Mombasa to Nairobi was a short hop on a 737-200. Overall a good
experience and we would fly KQ again. perhaps the FA's could learn to
smile a bit more though.
Kenya Airways review by Johan Rebel
5 March 2006
AMS-NBO in economy and NBO-JNB in Premier World. Economy class on the
new 777s is slightly better than what the competition offers. The only
negative point is the very slow dinner service. Passengers are advised
to dine before departure if possible, and then just get some sleep on
the flight. Given the early arrival time, I would recommend skipping
breakfast as well. Premier World on the 737-700 is very good.
Comfortable seats with footrests in a 2+2 configuration, friendly
service and pretty good catering made the flight a pleasant experience.
Kenya Airways review by Mahul Shah
19 February 2006
I fly Kenya Airways Business Class at least 12 times a month. I pay for
the premium service because I expect a premium service. Most of my
flights are same day return flights, but the service in many cases is
lacking. Priority tagged luggage is usually the last to come off the
conveyor belt. In 2005, I tracked 63 flights either I flew on, or my
office staff flew on - 54 times, priority tagging did not work. They
offer a telephone check in service. Usually it takes between 5 - 10
minutes for them to answer the phone, and then you get put on hold for
another 5, before they check you in. Takes on average 15 minutes for a 1
minute service. However the hot meals on short flights are excellent,
and service is with a smile. This your airline has grown very quickly,
but service needs to be improved.
Kenya Airways review by Graham Elson
18 February 2006
NBO-AMS in Premier World. Check-in was friendly and efficient. Their
business class lounge is pleasant, comfortable with a good range of
drinks and snacks and 2 excellent shower rooms. Boarded the 777 on time.
Seat very comfortable and a true lie flat. Provided with pre take off
drink. After take off drinks and a canapes served and provided with an
amenity kit and menu. Meal served was not the best but acceptable and
served in an efficient manner by the all male FAs covering the Premier
World cabin. IFE film choice not brilliant, so as I had gotten up really
early that morning, I decided to take full advantage of the excellent
lie flat seat and catch up on some sleep. Served a sandwich based snack
before arrival in Amsterdam. First time I had flown Premier World with
Kenya Airways. Plus side was the very comfortable seat and the efficient
service. Downside was the poor choice of films and the mediocre food
served.
Kenya Airways review by V Llewellyn
7 February 2006
London to Nairobi return. We were pleased and impressed with everything,
especially cabin crew who served us. It was good to have minimal
announcements and information. So many fight crew like to hear the sound
of their own voices. Special praise to the young lady from KLM who
checked us in at Heathrow, for a cheerful and helpful disposition.
Kenya Airways review by Herbert Nuwamanya
10 January 2006
I wonder what has happened to Kenya Airways of late. In the last 4
months I have flown Kenya Airways more than 4 times first thru
Johannesburg - Nairobi and now Nairobi - Maputo route. I was so glad
when the Maputo - Nairobi route was introduced but it has become a night
mare to be on this flight. First of all the flight is always late and
what is surprising is that the Airline staff are never frank with the
customers and use the same excuse that there is no Crew! I have had this
excuse every time I travel on the Maputo - Nairobi route. Second issue
is that the flights are always overbooked. Even when you have confirmed
and re confirmed and re confirmed, you are never sure you will travel.
Off loading of passengers due to this over booking has become the "order
of the day". Third issue, I wonder whether the frequent flier program
formally "Flying Dutchman" now "Flyng Blue" is really of any benefit to
those members. I have never received a statement, the promises made on
the number of miles one has to accumulate to upgrade from "Ivory" to say
Silver or Gold etc never seems to happen. Kenya Airways, What is
happening? Are you beginning to take the Customer for granted. You have
done so well and are now forgetting who made you what you are today.
Kenya Airways review by Peter Ekakoro
6 January 2006
I have flown Kenya airways for the last three years, now nearly 80,000
airmiles, with Silver Elite Flying Blue membership. I sadly have to say
that I took my last flight with the airline on 30th Dec 2005, my return
leg to London. I was also caught up in the chaos that followed the
Nairobi crash on October 1st, when we spent nearly 14 hours ay Lusaka
airport, with only lunch provided the whole day. Came back to London and
tried to highlight my issues. I was shocked at the manner in which my
complaint was handled, with a pack of very false information. I
exchanged a number of emails with a customer services person in Heathrow
which proved to be a waste of time. Frankly speaking, some of the
responses to the issues I raised were pretty childish and very
unprofessional lies. As someone who used only KQ for the past three
years, and recommended it to ten people, many of whom have similar
membership like me, I am sorry to say Kenya Airways seems to have grown
fast and lost focus on customer service. For example, as a person who
frequently travels with my children, there is no longer any attention
paid to children facilities etc. As a regular traveller I have witnessed
the decline in service quality over the years and have taken a decision
to take my travelling pennies elsewhere. I am pretty sure that that
others will follow. One passenger is nothing, but a mountain is made of
grains of rock.
Kenya Airways review by Adrian Grieve
23 November 2005
One thing you'll notice from all these comments is that Kenya Airways is
a fine airline to travel on when everything goes according to plan -
however, one must really judge an airline on what happens when things do
NOT go according to plan! This approach is especially necessary when
travelling in Africa where things so often do not run on schedule. I
flew Kenya Airways from Johannesburg to Douala (via Nairobi) some time
ago. My JHB-NBO flight was cancelled, so they booked me on a different
one and gave me a voucher to stay overnight in Nairobi. However, when I
arrived at check-in in JHB, they wanted to charge me for changing my
flight! Also, they made a mistake in filling out my overnight voucher
and did not allow for any meals! On the way back the trip was much,
much worse. Firstly, I was told by Kenya Airways in Douala (both by
telephone and when I personally visited their office) that I did not
need to pay any airport tax at the airport. Of course, this was wrong -
fortunately for me I had the money anyway! Then the flight from Douala
to Nairobi actually originated in Abidjan and was about 4 hours late.
As a result, I missed my connecting flight to JHB. I spent 6 hours in
Nairobi airport trying to get a new boarding pass issued for an
alternative flight to JHB - 2 other South Africans and I were shunted
from one person to the next. Often the person dealing with the problem
would just disappear off and never come back, without handing us over to
somebody else or even telling us they were leaving - then we'd have to
start over again with another person (after waiting for some time,
wondering where this person and gone!). At one stage we were even sent
to a gate number which did not exist! To make life more difficult, I
had to catch a further flight from JHB to Cape Town, which was booked
separately. However, in Douala I was told that they would sort my Cape
Town flight out for me. In Nairobi they couldn't sort it out (despite a
further 2 hours of battling over the issue) - they were not even capable
of recognising an e-ticket, nor did they know how it worked. Eventually
they wrote a note for me to present in JHB to sort me out. By the time
I got to JHB it was too late to get on a flight to Cape Town, but
anyway, Kenya Airways in JHB refused to sort out my flight to Cape Town,
saying they had no legal obligation to do so because it was booked
separately - they refused to even take up the matter with BA (who the
flight was booked with) and speak to them on my behalf - and it was only
after I had rowed with them and complained that I had spent 12 hours in
2 different airports and would now spend another 12 hours or more in a
3rd and that I had a pregnant wife waiting at home in Cape Town who did
not know where in Africa I was that eventually I was offered a telephone
and a bed for the night! In the end a friend in BA sorted out my
problem, rather than Kenya Airways sorting it out! The bit that really
sticks out for me is the rudeness of the staff in Nairobi Airport and
their complete lack of concern for customers. Somebody who is not a
seasoned traveller and who does not know what to ask for or who does not
follow up with what is going on could easily find themselves in a lot of
difficulties.
Kenya Airways review by Jane Riles
24 October 2005
Flew Kenya Airways on 2nd Oct 2005 - our aircraft had been blocked in by the crash at Nairobi
airport and although we were meant to take the nightflight on 1st Oct., Kenya Airways put us up
overnight with instructions to be back at the airport for 5am. They must have known there was no
way we would leave that early and we had to hang around until departure at 11am, with adamant
promises that the onward Mombasa flight would wait for us.
For some reason, they did not allow us to book our luggage through to Mombasa so at Nairobi, we had
to queue for immigration, over an hour, queue to retrieve our luggage and eventually found ourselves
through security and in the Domestic departure terminal. More queuing to check in for the Mombasa
flight and after another hour we were told that the flight had gone but not to worry, as KA would
send a coach to take us to a hotel.
By now, it is after 9pm (English time, up since 4am), more waiting with nobody telling us anything.
Eventually a KA hostess came and told those within earshot to follow her - we were led all around
the back of buildings, up and down steep curbs with luggage trollies, the hostess did not wait, back
through security and we found ourselves where we first started, in the International Arrivals hall.
It was packed, a seething mass of humanity, and by some chance we found some fellow passengers who
had been dumped in a queue for accommodation. We joined the end with about 200 people ahead and
were told that the queue had not moved in 2 hours and that all the accommodation in Nairobi was
full. At about midnight, we decided to find some floor space. Any KA rep one spoke to always palmed one
on to someone else, nobody was at all interested that we, as transit passengers, were the
responsibility of KA and we ended up sleeping on a bench in Immigration, somewhat better than others
who went back and slept in Domestic departures, on the floor or on the luggage conveyor belt.
The lack of interest and assistance throughout was remarkable, the food on board the aircraft of a
very low standard, the inflight entertainment gave a poor choice and was the same outbound and
inbound with some not available - the PA system did not work properly, the space allowed on this
777 (Pride of Africa) appalling (and I am 5'3"). I only hope I never have the misfortune to
need to fly with Kenya Airways again.
Kenya Airways review by Jacqui Newby
8 October 2005
Flew Johannesburg to Nairobi and Nairobi to Heathrow on 1st October
2005. What a complete and utter nightmare. A cargo plane crash landed at
Nairobi (which couldn't be bulldozed off?) we were diverted to Mombasa
where we sat delayed for 11 hours on an ant infested concrete floor. The
only food we were offered was a Mars bar and no other arrangements were
made for hotels etc. Although the service staff did all they could to
help it seems the management of the delays was a complete shambles. No
flight information came until 8 hours into the delay and it seems we
were left to be the last re routed after the BA and KLM flights. On
arrival in Nairobi we were finally given a meal (after much complaining)
but were delayed for another 3 hours due to the fact that only one
member of staff was checking in the entire passenger list of over 300
people. All in all, you get what you pay for. We had a great time in SA
but this ruined our memories. We certainly will not be flying Kenya
Airways again!
Kenya Airways review by Martin Waddell
2 October 2005
Flew LHR-NBO and return in September this year (economy class), with a
short flight from Zanzibar in
between. One of the better airlines we've flown with. Being very tall,
we asked at LHR for extra
leg room, and found to our pleased surprise that not only did they give
us bulkhead seats for that
particular flight, but agreed to reserve similar seats for us for the
return flight, an arrangement
which was honoured by the Kenya Airways staff at NBO 2 weeks later.
Pleasant, polite staff at both
check-ins and also on the planes themselves; clean, well-kept toilets
and other facilities; pretty
good food during the flights; good range of in-flight entertainment. In
view of the bad reviews
which Kenya Airways has been given on this website, it's important to
give both sides of the story!
Kenya Airways review by David Haynes
9 September 2005
We travelled from Heathrow to Nairobi, then to Mombasa with the same
return journey 2 weeks later. We were on Kenya Airways as the BA flights
were fully booked, and my wife was a little apprehensive. Overall the
experience was a very pleasant surprise. The legroom was not excellent,
but apart from that everything else was very good. The flights were all
on time, the food and service were very good, checkin was smooth and
painless and the inflight entertainment program on the long haul flights
was also very good. We had an additional domestic flight to Manchester
from Heathrow that was BA, and even though our baggage had travelled all
the way from Mombassa to Heathrow safely on Kenya Airways, BA managed to
leave them at Heathrow.
Kenya Airways review by Sibiry Traore
30 August 2005
Bamako-Dakar return in Economy. For this 90mns hop to Dakar onward flight was delayed
3hrs (inbound from Nairobi), but the town office called to warn in advance. Quality
hot meal served on both onward and return legs - made a positive difference with
earlier food experience on Kenya Airways! Both flights were packed but airport and
cabin crew made a reasonably good job of fitting in everything - and everyone.
Impressed with the efficiency of airport crew in Dakar in cutting out excess cabin
luggage - not so common on African routes!
Kenya Airways review by Neville Muir
25
August 2005
I have rarely travelled on a worse airline. rubbish about seat configurations, my
travelling companion could not even fit into the seat. They had to ask 3 people in
the bulkhead section to move so that he could get in. Staff at Nairobi airport were
rude and incompetent. My name had been removed from the list in spite of the fact
that I had personally gone to the airport 4 days in advance to reconfirm. The
attitude was one of 'bad luck for you, there is nothing we can do'. After arguing for
nearly two hours, I was virtually thrown the tickets and told to board. Others were
in the same position so it was not an isolated case - I heard from part of our group
that the next day two others were denied boarding - even though they had confirmed
seats. 'Pride of Africa?" - nonsense. "Shame of Africa" more like it. We were flying
Nairobi-Bangkok, never again.
Kenya Airways review by Richard Muckleston
19
August 2005
London to Nairobi last in economy and was pleasantly suprised. The
economy class was very good, better than BA! The food and drink was excellent, and the cabin
crew were polite, helpful and smiling! Good selection of entertainment too. Only downside was
that Nairobi's Jomo Kenyatta airport is dreadful!
Kenya Airways review by Erik Kot
4
August 2005
Since 1998 I have travelled to Kenya every year with Kenya Airways. I arrived home
from my last trip and still I wonder. All years I have to go to Kenya Airways office
in Mombasa to refirm my ticket home to Denmark, and everytime I ask for an immigration
card, I am told they don't have any. Why?. It would be a good customer service if
customers could sit in a peaceful place instead of a buzy airport to fill the
immigration card. I can't be that difficult for Kenya Airways to offer that service.
My last complaint . I have been in contact with Kenya Airways in Copenhagen/Denmark by
e-mail, but no reply. Is it good service? I have complaint before to Kenya Airways
office in Mombasa, but still they don't have any Immigration Card. Why do I have to
pick up my luggage in Nairobi when I am travelling to Mombasa. When I check-in in
Mombasa my luggage is ready to be picked up in Copenhagen.
Kenya Airways review by Sibiry Traore
28
July 2005
Bamako-Nairobi R/T in Economy. On both legs left a bit ahead of schedule
and arrived more than 30mns ahead of schedule. Both 737-700 with
winglets comfortable and very smooth rides - would almost forget I was
on single-aisle planes. Service was friendly, but food was a bit on the
lower side (Ethiopian does better on this). Cockpit crew informative.
In a nutshell: fastest link between Dakar/Bamako and East Africa with
quick onwards connections to Asia.
Kenya Airways review by Michael Condon
21
April 2005
I think they were very good, and we even got vouchers for food as we were waiting for 7 hours in
between flight, Full three course meal in the restaurant! Very good.
Kenya Airways review by Antony Davies
21
April 2005
MBA-NBO-LHR. Check in agent at MBA friendly and did
not have to be prompted for choice of seats - and aisle seats were duly allocated for both flights
through to London, with bags checked through also.
Flight KQ615 departed and arrived on schedule, the aircraft a clean and comfortable B737-300 for the
quick 45 minute flight to NBO. Flight deck crew informative and cabin crew reasonably friendly and
efficient serving a snack of a tuna salad roll with a choice of beer or a limited selection or soft
drinks.
On arrival at NBO transfer passengers were lead a across the dark tarmac into a baggage shed to
await an agent to escort us into and through into a very dated terminal building.
Two hours prior to departure of KQ102 NBO-LHR the gate was opened and passengers were called into
the gate, but despite this the flight still left the gate ten minutes late - there are no facilities
in the gate area except for televisions and a reasonable amount of seating - so just as well I
didn't choose to go through into the gate until about an hour before departure.
On boarding the B777-200, I was greeted by a friendly crew member and made my way to my seat.
Again the flight crew on board the aircraft were informative regarding flight details etc.
On take off they were unable to dim the cabin lights fully due to a malfunction with the ceiling
lights which would not switch off - this problem was unable to be rectified so the whole flight to
LHR was carried out with the ceiling lights on making it difficult to get off to sleep. Added to
this some of the PTV movie channels were not working much to the frustration of myself and other
passengers, and I personally only had five out of the dozen or so music channels working - only two
of which were to my taste. The seating was reasonably comfortable for my 6'1" frame at around 32-33"
and a pillow and blanket was on each seat, but alas no eyeshades which under the circumstances might
have helped - although the captain did apologise for the problem with the ceiling lights.
45 mins after take off a small hot snack of beef or vegetarian curry with bread roll and a dessert
was offered together with drinks - the hot part of the snack was not particularly appetising in it's
presentation, but tasted better than it looked. This was offered with complimentary alcohol, soft
drinks and tea/coffee.
Tax free shopping was offered then two hours before landing into LHR a hot breakfast choice of beef
sausage or poached eggs together with a fruit salad, croissant , marmalade, juice, tea, coffee and
water. The breakfast again of average quality in terms of presentation and taste.
The cabin crew I had dealings with were on a whole friendly - however some of them could do with
smiling a bit more. One crew member in paricular seemed to be very good with the children.
What I found most disturbing though were some particularly bad lapses in cabin safety, such as no
lifejacket demonstration on either flight, curtains drawn across aisle blocking access to exits
whilst taxiing with crew members away from their seats, and virtually non existent seat belt checks
and monitoring of the cabin. A child was still standing on seats for landing in one case, after
landing at LHR three children were allowed to play in the aisles, also about three passengers stood
opening overhead lockers taking out their possessions even whilst a crew member walked by and said
nothing. A mother was also able to get up with a baby to change it's nappy in the toilet un-noticed
- all whilst taxiing at LHR. The Captain made an announcement to the passengers to remain seated,
but the cabin crew were non assertive and ineffective.
Overall the flight experience was very average, and the lack of cabin crew safety awareness
disturbing. The MBA-NBO flight was up to scratch, but from NBO-LHR i was disappointed with Kenya
Airways, and would probably prefer BA if given the choice.
Kenya Airways review by S Blanchard
1
March 2005
January 2005, LHR-Nairobi-Mombasa in economy. LHR-Nairobi in their new
777: Service on way there was excellent but I am 6"3 and the lack of leg room spoiled the trip! One
guy taller than me has to stand the whole flight as he couldn't fit in his seat. 3 weeks prior to
the flight, I requested the emergency seats and was told to arrive 3 hours before departure. When I
arrived all those seats were gone. On the way back I called 3 times Kenya airways to pre-book these
seats, but the same happened at the airport. What is really annoying is that they let "shorter"
people having those seats when they could make a "taller" person so pleased like Air New Zealand do.
Flight back was therefore the same nightmare. Next time I will fly BA Premium economy!
Kenya Airways review by J Rebel
14
November 2004
Amsterdam-Nairobi in Premier World.
Excellent product. Comfortable seats with horizontal lie-flat position in a
2+1+2 configuration (767). Friendly service, good crew to passenger ratio. Food quite good by
airline standards, presented on nice china. Distinctive amenity kit with all the necessary goodies.
Toilets kept clean throughout the flight. IFE system good, with plenty of choice.
Nairobi-Cape Town in Premier World.
Comfortable, wide seats with footrests in a 2+2 configuration (737-700). Good hot breakfast, service
fast, friendly and efficient. Audio and video IFE (bulkhead screen).
