✅ Trip Verified
| Entebbe to Mumbai via Nairobi connecting on Jet Airways to Colombo. The ground staff was acting completely arbitrarily, and each of them had different rules. Our main problem with Kenya Airways was not on board, but with the ground staff. My husband (Ugandan) and I (German) were booked on a flight to Colombo in Sri Lanka. It was a one-way ticket. Since the Sri Lankan Visa is only for 30 days, I had another flight booked with Malaysian Airlines to Cambodia within that period. My husband and I both had E-Visas for Sri Lanka. So when we came to Entebbe Airport, the Kenya Airways Lady at the Check-In counter didn't let us board the airplane. She claimed, that Ugandan citizens weren't allowed to go to Sri Lanka on an E-Visa (Our E-Visa was already granted and even certified by the Sri Lankan Embassy in Kampala). Also, she said that we had to have a flight from Sri Lanka back to our home countries and she couldn't let us go there on a one-way ticket. When I told her about our outbound flight with Malaysian, she said that there is "a rule, that every person has to return to their home countries within one year", so we had to show her a ticket back to our home countries, otherwhise she wouldn't check us in. As I said, she was acting totally arbitrarily. Unbelievable. So in the end I had to book a flight for each of us back to our home countries (which I of cause cancelled immediatly once arrived in Colombo). I did it right there and then at the airport, but she still had the opinion that our E-Visas weren't ok, so we missed the flight. Then, the lady took us to the Kenya Airways office at the airport and looked for another flight for us. But since "it was our mistake" that we missed it, we had to pay for the change fees. She then told us to go to the Sri Lankan High Comission in Kampala the next morning and apply for the normal visa. In general this lady was very rude, when I tried to explain to her that our E-Visas were already approved etc, she told me to shut up and that she was tired of dealing with people like us. So when we went to the embassy, we talked to the ambassador personally and he was completely shocked that they wouldn't let us board the airplane, since Ugandan citizens can go to Sri Lanka on an E-Visa and ours was already approved. He gave us his personal number, so that we could call im in case we would have any problems again. The next day the Check-In lady wasn't there and we had no problems to board the airplane, even though our visa was still the same and no one asked us for return tickets to our home countries. When I sent a customer complaint to the Kenya Airways Customer Service, they answered me that they received it and would forward it to someone from the Customer Service team. But after that, I didn't receive a reply for 1 month. So just recently I e-mailed them again, saying that I am still waiting for a reply, but nothing happend. I am deeply disappointed. This was my first experience with Kenya Airways, and it was the worst thing that ever happened to me in terms of flying. Never ever did I experience something like that with any other airline. I lost a lot of money and I didn't even receive an apologetic message from them, not even talking about compensation for the inconvenience. I would never recommend this airline to anyone! Don't fly with Kenya Airways if you don't want to have incidents like this, just save your time, money and energy and fly with other airlines like Qatar or Emirates.