Kenya Airways Customer Reviews and Kenya Airways Passenger Trip Reports

ADD-NBO-ADD. Both flights on time. Easy check in. Wonderful new aircraft, the Embraer 190, lifts the whole experience above almost all medium haul flights in my entire life. I volunteered to downgrade on the ADD-NBO leg as the flight was sold out and I was only stand-by, despite having a booking. However, the ticket was issued for the following morning and I had the choice either to downgrade or to wait. But even the economy class was a very good experience despite being full: lots of food (2 food options + vegetarian), constant refill of drinks, and the aircraft completely clean and staff observant and kind and quick. Not denied anything. On the way back same excellent service, even the tax-free worked well. Very detailed, enjoyable, and interesting info from captain on both legs, the entire cockpit staff was introduced and likewise the chief purser. Nice seats, spacious, with power-outlets. A great experience. IFE seemed not working but who cares?

They have repeatedly failed to deliver service befitting their alleged title as "The Pride of Africa". Sydney to Nairobi via Bangkok in April and December 2012 and the experience was appalling. KQ took over from BKK and FAs were very rude, dismissive and rolled their eyes at simple and polite requests for essentials such as a blanket and water. When my first blanket request was ignored, I pushed the FA button, only for a passing FA to turn it off harshly and storm off while I was trying to explain what I needed. Eventually I gave up. There was no entertainment although this was a 15 or so hour flight! The seats were really uncomfortable and bathrooms were disgusting, but I have to say the food was the only highlight. Never flying KQ again though.

Flew from FBM to HKG, it was pretty old 767 aircraft. Half of the entertainment system didn't work. Always afraid of whether the baggage will arrive or not. Uncomfortable seats. One of the flight attendant behaviour flying out was very impolite.

Great overnight flight from LHR to Nairobi. On time. Delightful service. Good food. Generous with drinks. Only issue was shortish time between dinner and breakfast. Connection to Entebbe smooth. On time. New plane. Same quality of service. Baggage arrived. Absolutely no complaints.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

Flew on a 767 from CDG to NBO on July 19th, and then a 777 from NBO to AMS on August 17th. Flight from Paris to Nairobi showed as being "on time" for 11am departure, but bit by bit, departure was pushed back until 3pm, without any explanation whatsoever. Once on board 767, both AVOD devices did not work, making 8-hour journey feel even longer. Food was average (same as most US carriers) and service was kind. On return flight, we were once again delayed for one hour, without explanation, and once again AVOD in both seats did not work. Food on return flight was less than pleasant. I did not have high expectations, but Kenya Airways made even mainstream US carriers look luxurious.

I live in Kenya and I am a Flying Blue Gold member. Unfortunately I have to fly KQ frequently. I say "unfortunately" mainly due to the more than frequent delays without explanations, without anyone responsible and without real support as to what to do. You feel totally lost in the horrible JKIA. When flights get delayed over night, people are ferried to hotels in CBD instead of hotels closer to the airport. Apart from this standing joke on KQ unreliability of flights, I have to say that I have always received my luggage (touch wood). In-flight entertainment is a complete joke with old movies on the system that only works half the time. Twice in business NBO-Paris I had no in-flight entertainment at all and no apologies for it. Food is not too bad. Seats are old and uncomfortable. Now, if KQ would at least be a cheap airline I could accept all this, but given the pricing structure it is just annoying. $1,000 in Econ NBO to Maputo? I have seen worse, but I have also seen much better.

A pleasant surprise with this airline. I made sure I bought travel insurance and examined the policy wording after reading these reviews on this site. However, from HKG-BKK-HKG, it was clean, efficient and with good service. Outbound flight delayed by 45 minutes but inward was on time. Luggage and check-in fast and efficient too (although couldn't check-in online). The price we paid, made this a budget airline purchase effectively and we treated as such. Would be happy to fly with them again if we found a good deal.

Flew them last month from Lusaka-Nairobi and return on old Boeing 767's. While going, flight was via Lillongwe, and on return, via Harare. Both ways, seats were broken, and quite uncomfortable. Staff were not friendly at all. Cabin and toilets were quite dirty. Food both ways was also horrible. On return, in Nairobi, check-in staff gave me 2 boarding passes, one for the Nairobi-Harare flight, and the other for the Harare- Lusaka flight, meaning I had to change seats in Harare! Never seen that in any other airline. Recommend to avoid this airline if possible and use alternatives when flying to and from Africa such as SAA/ET.

Flight from Nairobi to Kigali cancelled with no notice and no reason. Rebooked on later flight via Bujumbura. Stayed on the ground at Bujumburra for 2 hours. No luggage on arrival and no one cared. Phone call on a Saturday resulted in "call back Monday we don't have staff to chase luggage on the weekend. In air service was good on all our Kenya Airways flights but poor schedule management and incredibly bad luggage management means I will not fly again if I can help it. Such a pity it could be a great airline.

Flew Dubai to Nairobi to Dubai. Both ways, cramped, stuffy, no IFE and filthy conditions. Also on return flight, no reading light and arm rest broken. Flight from Nairobi to Dubai had been cancelled a month before but not informed. Staff made us feel that it was our fault. Kept waiting for hours before we could speak to someone in authority. No genuine interest shown by staff. Will not be using the Pride Of Kenya again.

Flight to Johannesburg. Expected departure at 9.10, called KQ five minutes away from JKIA and informed of delayed departure (11.40). Checked in and informed of another delayed departure to 12 Noon. Boarded for departure at 12 noon, Captain announces that we must wait for passengers connecting from New Delhi. Crew advise that they have no idea how long this will take. We finally depart at 12.40. KQ did not know that there were passengers arriving from New Delhi all along? The flight scheduled for 7am had not left thus passengers booked for this flight still stuck with everyone else. What exactly is happening - now informed that the Johannesburg-Nairobi 10.55 never actually exist, and has never flown - but KQ will nevertheless book you on this flight and demand USD 80 for any attempt to change! Is this still the 'Pride' or the 'Embarrassment' of Africa in as far as this route is concerned. A number of Kenyans flying on this route frequently advise that you need to stay away from Kenya Airways. I hope that the return trip will be without delay.

I'm writing from the JKIA airport in Nairobi, still stuck for 24 hours without any explanation from management. There was a 5 hour delay for all flights, after that, operations at the airport resumed to normal. But Kenya Airways kept telling us we would depart every 3 hours, until 1am when passengers became angry and had to storm the First Class lounge of Kenya Airways so someone from Management could be called to explain the reason for the long delay. Needless to say, no one showed up. Some passengers with children have been stuck at the airport for 2 days. Some passengers - not all have been given food. On average I would say that in the last 24 hours, passengers have had 1 meal. Here we are, paying $1,100 from Nairobi to Accra but this service is pathetic.

Checked in with seats assigned near the front. Trip from the Seychelles back to Nairobi for our connection back to LHR on BA. Boarded, only to be told to forget the seat assignment, it became an Easyjet / Ryanair fiasco. This happened on the Nairobi-Seychelles route too! I fly a lot and I must say the crew were without doubt the most miserable and rudest crew I've come across. On a positive note the food was quite good and the movie for a short flight was welcome, the crew and boarding let the whole thing down. This was a 3 hour economy flight from Nairobi to Mahe both ways, torn between yes and no for recommendation as pro's and cons.

Very disappointing indeed! As a Kenyan, I wanted to believe that Kenya Airways is indeed the "pride of Africa". Perhaps it was at a time. Recently it is starting to be an "embarrassment of Africa". Service has deteriorated to poor levels. Our departure to Dubai was delayed for almost 3 hours. We were bundled out of the business lounge only to spend another hour waiting and without any Airline staff explaining the cause of delay or if indeed we were going to travel. They passed to and fro without having the courtesy to explain. My experience in the morning from Mombassa was a joke.

Update of my previous review. Rebooked flight out of Jo'burg at 11.15 on 17th April, was cancelled with no advance notice sent. Customer Service not at all fazed by further inconvenience to passengers. Given access to lounge after a vigorous complaint. Today, 27th April 2012, tried online check-in for return flight. Not too surprised to receive the message "your reservation does not exist". Called call centre in Nairobi only to be told my return reservation did not exist! Eventually, it was resolved, am now awaiting the "right" ticket by email.

A nightmare out of Johannesburg on 16th April. Flight due to take off at 13.20, at 13.45 the Captain announced 9 passengers needed to disembark the aircraft in order to balance the load. A few passengers opted for the US$500 voucher in exchange for disembarking. However, an hour later the aircraft hadn't moved. Chief FA then informs passengers that another 10 passengers have to be offloaded. Eventually all passengers had to disembark the aircraft and re-board so calculations could be reconciled with the regulations. At 16.30, after a frustrating 3 hour wait I voluntarily disembarked, was taken to the baggage hall to collect my bag, only to find all passengers’ baggage had not even been loaded onto the aircraft. Staff, lied and tried to pass the buck at every opportunity. I have now been rebooked on 17th April and am not expecting a better show from KQ.

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