✅ Verified Review
| Dar es Salaam to Bangkok via Nairobi. It is obvious why this airline is in deep financial trouble. None of the payment methods on their website work - we tried several different credit cards from different banks from accounts in different countries (including East Africa) and none of them worked. Flights need to be paid for (with an additional fee - they will not waive it even though their website has payment issues) over the phone or through third-party websites. We needed to change our business class tickets to the next day due to unforseeable changes. Although their website says you can do this online, you can't. Again, it wouldn't take any payment method even when we did a 3 way call between our banks and the airline. Their solution was to write an email to their tech department. All of the flight options the website showed were different from what the Kenya Airways representative could see on their end. All of the flight options the representative could see were hundreds of dollars more than what was being shown to us on their website. After several hours (12pm until 7pm) and dropped calls later, they finally booked us a ticket that ended up costing us significantly more and we ended up losing our business class seats. We couldn't pay over the phone and so we were told we could pay at the airport at no extra charge. Upon reaching the airport, the ticketing agent charged us even more than the price on the emailed ticked we had. She refused to call the manager and told us we could either pay the extra money or not get on the flight. Once finally reaching our destination, we tried reaching out to Kenya Airways several times to share our poor experience, hoping they would do something about it to avoid losing our business in the future as we fly into East Africa often to vist family & friends. Instead, we were met with a generic email replies telling us they were "looking into the situation." This airline and their customer service is a disappointment. Unfortunately they have a monopoly over the East African region, offering the only choice to fly between major cities. If you are flying into the area from outside of East Africa, there are plenty of other airlines based in the middle east, South Africa, and other continents which are far more reputable.