Kenya Airways Customer Reviews and Kenya Airways Passenger Trip Reports

NBO-AMS. Checked in on-line baggage drop very efficient. B777-200 with relatively new interior and functioning IFE. Flight left on time and arrived in AMS 30 mins early. Cabin crew were friendly and informative. The food was well-seasoned and hot, drinks available throughout. Arrival in AMS was smooth and I had my baggage within 10 mins of landing. It is unfortunate that KQ is unable to provide this experience every single time. That accounts for the low ratings and terrible reviews.

Frequent traveller between NBO-EBB. Good mannered and helpful staff. Left 10 mins ahead of schedule and arrived on time. This is unique given frequent delays on this route. Will the improvement hold?

LHR to NBO. Boeing 777 could feel the seat framework through the upholstery, IFE didn't work, entire control unit in armrest out of action so when the cabin lights were switched off at 10pm I couldn't even switch the light on to read my book. Cabin staff unhelpful and surly. Drinks only offered with meals so only twice on a 9 hour flight. Return flight also 777, different experience completely - staff nice, seats fine, IFE worked, came round with drinks several times. Internal flights from Nairobi to Mombasa and return were fine.

LHR to Nairobi. Flight left on time and arrived early. Seat 31 back row but only 2 seats were comfortable enough and reclined ok. Food very good and FA's good. Night flight so not bothered about IFE. Return left on time and arrived early. Food not so good. Same excellent seats. All in all very pleasantly surprised after reading some awful comments. Would use again.

Johannesburg to Nairobi. Check-in at Oliver Tambo is a disaster. I had checked in online but despite this I had to check-in at the machine as well as the check-in counter. The printout from the online check-in as well as the boarding pass printed by the machine are both promptly torn up by the check-in agent who then prints the "final" boarding pass. Trolleys are not allowed in the queues "for security reasons" when all other airlines operating from the same terminal allow trolleys to be pushed right up to the check-in counter. Flight itself is poor. Old aircraft with many broken seats and badly trained staff.

Johannesburg from London. Fairly easy to book and good at check-in. Food served on London-Nairobi trip was awful - the local Ugali was served. This is not something you serve unless fresh and especially not on an airline. We were delayed disembarking in Nairobi, we waited on the tarmac for the buses to take us to the terminal! Worse was that it was a cold night. Would not recommend this airline in its current state. It needs urgent and drastic overhaul.

London to Nairobi was an OK experience, from there it went right down hill! Arrived at Nairobi to the news that my onward connection to Kigali had been cancelled; so an extended stay at the worst "international" airport I have ever been in. Combine that with less than helpful staff made for a very miserable 4.5 hours. Onward flight was in a modern comfortable airplane, but no compensation for the "Nairobi Experience". Will definitely be seeking an alternative route next time.

From Nairobi to Addis Ababa via Djibouti. I must say that was the worst flight that I have ever been on. The seats didn't recline enough for one to say that they were in business class. The seating was just uncomfortable and the seats were small. The cabin crew helped by providing a fairly good service. Other then that the flight was just a drag and when I landed in Addis Ababa my back was hurting. That was my first and definitely last time flying with Kenya Airways.

Flew from Kenya to Bangkok. Service and food was good. IFE was below average, half the channels did not work. The bathrooms at least this time had enough toilet paper and hand towels. Service has a long way to go before it reaches other airline levels. Jomo Kenyatta a very old and tired airport.

KGL via BJM. Well timed flights, good aircraft's - operated an embraer 190 jet, new and comfortable. Had a hot breakfast with an option of chicken, beef and veggie. The crew were young and friendly, captain kept us well informed on reports on turbulence.

London Heathrow to Nairobi on Christmas Day. The flight was cancelled and we flew the following morning. We were left in a fair amount of chaos, only by following other passengers did we find our way out of the airport to the Heathrow Hilton, our luggage was left overnight in the hold. The Hilton had more or less run out of food, there was one representative from the airline at the hotel reception to inform us of what was happening the following day. Once onboard the food was awful, stale breakfast when we should have had lunch (the food from the previous day), screens for entertainment didn't work. On our return flight the loos were blocked, awful food. This airline really needs to raise its game.

Business class between Nairobi and Heathrow good both ways. Charming staff, comfortable seats and a great effort to provide food for a gluten free vegetarian! Flights on time. Entertainment limited but overall pleasantly surprised.

LHR-NBO Economy. Sat on the plane for 3hrs at LHR while recurrent electrical problem was fixed, they kept us well informed of the situation but it turned an 8hr flight into an 11hr journey. All the negatives are well documented here, my conclusion, pay the extra for BA or VS or if you have time Emirates via Dubai. Economy product isn't up to much. NBO-LHR Business. Paid for a last minute upgrade at NBO, Business cabin is light and airy, with only 28 seats on the 777-200 with the cabin half empty. Comfortable, fully adjustable chair which turns into a 75 inch flat bed, meals served on china and of a good quality and drinks readily available. Only gripe is the awful AVOD. At $500 for the upgrade I felt this represented value for money and such a far cry from the outbound horrors in economy.

LHR-NBO-HRE. Flight from London to Nairobi was terrible, barely enough leg room, the entertainment system did not work, and the crew was rude and offish. Flight from Nairobi to Harare was much better, although there was no inflight entertainment. Overall, I would only recommend this airline if the flight is intra-continental rather than intercontinental.

DAR-NBO-AMS. Both flights departed on time. However, staff on both flights were not particularly friendly or thoughtful - what a difference with our inward flight to Nairobi with KLM. Food on NBO-AMS was a disappointment, with dry buns for breakfast and a salad for lunch. Received one drink directly after take off, but after that no more refreshments for 5 hours. Flight entertainment system on the 8 hrs NBO-AMS flight was not working - system spontaneously reset itself several times during the flight, or it didn't work at all. Overall very disappointing, and what a shame that Kenya Airways is a code sharing partner of KLM.

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