Kenya Airways Customer Reviews and Kenya Airways Passenger Trip Reports   Kenya Airways   138 reviews an official 3-Star Airline   Add your Kenya Airways customer review   Kenya Airways detailed 3-Star Ranking   Airline Reviews : A-Z Index   CHECK this airline's Quality Approval Status

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KENYA AIRWAYS customer review :  31 July 2010 by Susan Kimani   (UK)

LHR-NBO Return. Check-in in London was slow, the ground staff just seemed not to care. However on-board the cabin crew were friendly and very hepful. Had a young-born child with me and the crew members kept checking on me and assisting. Food was good though a little late. Return flight pretty much the same. Would recommend if travelling on a budget and want the most for your money.

KENYA AIRWAYS customer review :  24 June 2010 by J Iisakkila   (UAE)

Johannesburg-Nairobi-Dubai. Flight from Joburg was delayed from an hour but it was ok since the transit time in Nairobi was supposed to be 3hrs. Crew friendly, food was ok and plenty of wine served. Gate for Dubai flight was not known in Nairobi and when the departure time came, they finally announced that the flight has been cancelled. Big hassle to go to the hotel; no communication at all - also had to pay for my transit visa. We were supposed to be picked up at 6am but nobody was there; they have changed the pick up time to 9am. Flight was supposed to be in the early afternoon, finally departed at 6pm, basically delayed by 23hrs. No proper communication, always only promised that in next two hours the plain will take off. Also they were giving excuses like pilot is not well and there's rain in Mombasa. I agree that Kenya Airways needs to train its staff on how to handle flight cancellations! Won't be flying ever again with them from Dubai - unfortunately for some African flights you cannot avoid them but avoid if possible!

KENYA AIRWAYS customer review :  16 June 2010 by Savi Mull   (India)

Nairobi-Mombasa-Nairobi. Cancelled an earlier evening flight to put a B767 on a one hour flight to Mombasa which had a technical fault after passengers had boarded and that departed an hour later. Crew was not bothered, they announced meal service and only handed out nuts and drinks. Mombasa-Nairobi a 737, departure on time even if they had misplaced my PNR which was on an Emirates travel document. Had there been another airline in Kenya, would have chosen it. Planes tired and oblivious crew.

KENYA AIRWAYS customer review :  10 June 2010 by I Kankam-Boadu   (UK)

Check-in at LHR was fast, efficient though not friendly. Cabin staff were pleasant enough, food was good, if served late-ish. There could be more of it, and they could really serve another round of drinks. The entertainment system is a bit random, but it did work on most seats (however, it did not work on too many!) and the selection was good. However, the flight to Lusaka was a bit different - plane did seem a bit frayed and had notices in about five different languages everywhere (seems to have changed hands a few times), but to me appeared servicable. Food again was good. On the way back no problems, everything more or less on time, nice food and apart from 7 boring and hungry hours spend at the airport in Nairobi (which really isn't the best) I had a good flight. Staff on the way back were friendly and welcoming, much more so than on the way there. All-in-all a much better impression than I expected - however - had something gone wrong, delays etc, I would not be surprised if assistance, if any, was minimal.

KENYA AIRWAYS customer review :  11 April 2010 by Steve Watson   (UK)

Heathrow - Nairobi - Mombasa. The first leg departed two hours late from Heathrow which meant we missed our connection to Mombasa. The next available flight to Mombasa was cancelled (apparently this often happens if passenger numbers are low) so we had a four hour wait in Mombasa, an experience I wouldn't wish on my worse enemy. The aircraft was old and the entertainment system malfunctioned in many parts of the plane. The food was OK but the portions were small. Seats were very cramped. While my family were on the South coast we I travelled back to Nairobi on business. Both flights were over an hour late departing. On our return to London, the Mombasa - Nairobi flight was 60 minutes late leaving. That meant we had a two hour wait in Nairobi instead of three hours which was just as well as the departure lounge was very cramped, hot and uncomfortable. Kenya Airways seems to be run by amateurs who have don't know what customer service means. I won't be using them again.

KENYA AIRWAYS customer review :  3 April 2010 by James Smith   (UK)

London-Nairobi-Kilamanjaro. Late out of LHR resulted in 90 mins late into Nairobi so missed connection by seconds - why didnt they hold it? B777 was good and food as good as can be expected. Return was fine. Though why they pack you into every seat and leave empty rows is a mystery as ever. Breakfast was dreadful as was the coffee.

KENYA AIRWAYS customer review :  28 March 2010 by Paul Jones   (Egypt)

Cairo to Nairobi. Flight was canceled but nobody came to tell us until after the departure time and all the desk staff had run off. No attempts to rebook us for the next day or give us timely updates on what was going on. They did provide us a shuttle back home. Trying to get written confirmation from Kenya Airways about the cancellation most frustrating for my trip insurance as all they'd commit to was the flight was rescheduled and not offer the additional information requested by my insurance carrier. Kenya Airways needs to train its staff on how to handle flight cancellations.

KENYA AIRWAYS customer review :  27 March 2010 by C Harper   (UK)

It must depend on the day, good ones and bad ones. 14th March two of us arrived at Mombasa for flight to Nairobi, quick check in with four suitcases, two security checks, comfortable EM170, small snack of good quality served with can of Tuskers. First rate flight.

KENYA AIRWAYS customer review :  5 March 2010 by C Crouch   (UK)

A 30 hour wait for a flight from Nairobi to LHR last weekend. Having checked in at Kilimanjaro and flown the short distance to Nairobi for our connecting flight, we were shocked to find out that our re-arranged flight didn't exist and was apparently cancelled some time ago. We had received no notification form Kenya Airways or our agent)and weren't even booked on the next flight - 14 hours later. The staff at Nairobi couldn't care less and proved no help whatsoever. Having waited in a queue for nearly an hour, we received no apology. We were taken to a hotel and picked up hours later for our next attempt. Having finally boarded our next flight, we were further delayed on the tarmac without any notification and it was not until 2 hours later that we received a message from the captain informing us of a technical fault. Later on we were told that we would have to dis-embark and that the flight would be cancelled. We were informed that hotels had been booked and we would be transferred asap. We all left the plain, disappointed at the lack of communication, only to then be informed by the female ground crew that no hotels were available and the flight would take off in 30 mins. Chaos ensued for the next 2 hours with each member of staff giving different stories and taking back our boarding passes so we had no evidence that we were supposed to be on the flight. Therefore 300 people slept on the floor at Nairobi airport for the next 11 hours. Conflicting announcements and messages then followed. The attitude of the staff was shambolic and non cooperative. Eventually, 30 hours after arriving at Nairobi, we boarded our flight. This too was overbooked and the ground staff tried to kick people off the flight for not having boarding passes (that they had taken in before!). The whole experience was a shambles.

KENYA AIRWAYS customer review :  3 March 2010 by J Tydeman   (UK)

LHR to Nairobi return. Short but very slow moving queues at Heathrow were followed by check- in staff failing to check us all the way through to Kilimanjaro (our connecting flight with the same airline), meaning our seats from Nairobi to Kilimanjaro were sold and we were bumped to the evening flight, 10 hours later. The staff at Nairobi could not have been less helpful, unfriendly and just plain rude. Nobody cared about our plight whatsoever. The service onboard was shabby at best, very uncomfortable seats and fairly poor food. IFE was positively archaic and only worked intermittently, although as the choice was so poor this did not matter too much. Coming back, there was a delay of well over an hour, with no announcements or explanations and again the same outdated on board service. Never again.

KENYA AIRWAYS customer review :  7 February 2010 by N Tucker   (UK)

Their inflight entertainment system is lousy. I travel regularly and its always breaks down or is not fully operational - excuses like overheating and has to be switched off announcements by the pilot usually. It has its rewards though, usually 2000 air miles per complaint.

KENYA AIRWAYS customer review :  20 January 2010 by F Harle   (UK)

AMS-NBO-DAR Economy. Very busy flight from Amsterdam left an hour late, not helped by de-icing procedures at Amsterdam. Communication from flight deck (B777) was excellent and onboard crew really a pleasure. Served food last so chicken dish had finished, instead got fish masala - delicious! Good movie choice (overcomplicated system to get to grips with). As we approached Nairobi, a long list of connecting destinations were announced along with their gates. Sadly, this service was not maintained when we learnt that our flight to Dar had been delayed by 6 hours - no information, but offered cooked breakfast in restaurant but was chucked out by 10. Allowed into Business Lounge to send an email to warn of delayed arrival into Dar. Flight eventually departed in much smaller aircraft (Embraer rather than B737), leading me to believe that due to smaller number of passengers aircraft had been rearranged to inconvenience Dar passengers as they were fewer in number. Frequent flyers all said KQ delays were very common.

KENYA AIRWAYS customer review :  30 December 2009 by J Glover   (UK)

London to Lilongwe return. Our flights were on time, planes were clean and fairly comfortable, connecting in Nairobi is ok (although airport is hot, crowded and cramped) and staff were mostly friendly. Inflight entertainment works but is a bit limited. Food fine, crew generous with drinks and the beer is cold. Downsides were a late change of aircraft type from Lilongwe to Nairobi which meant seat reservations were confused, and one bag out of seven which didn't make the connection home via Amsterdam to London City (but it was found and delivered the next day). Overall a much better experience for instance than any major American airline.

KENYA AIRWAYS customer review :  28 December 2009 by Alan Brackley   (UK)

I can only concur with every word of Paul's comments. We were on the same flights and found that the "service" offered by Mombasa Airport, Kenya Airawys and Nairobi Airport was appalling. Had this happened in England or the USA, I'm sure lawyers would already be involved. The Kenya Airways manager on duty in Mombasa on the evening of the 22nd. was totally useless and should be removed from her post immediately! She spent most of the evening, night and the next morning in hiding! Her assistant proved equally inept. Children and elderly adults were left to sleep on the floor, the refreshments on offer could be described as inadequate as best and as for announcements about what was going on, forget it! The best advice the staff could offer was to the effect of go away and come back at eleven a.m. Where do you go outside Mombasa airport at 1 am? Nairobi Airport was little better - the entire place seemed to be full of frustrated passengers trying to find out what was going on - and nobody was being told anything. I could go on forever about the worst travel experience of our lives but suffice to say, we will never travel with Kenya Airways again and would recommend anyone who has the choice, no to do so. Finally, we have nothing but praise for our tour reps, the company itself, and the Foreign Office, who could not have been more helpful.