Kenya Airways

✅ Trip Verified | The boarding was late, the service onboard very average for a business class product, connecting flight was chaotic, onboard services hardly had options. What is concerning is the Captain of the flight had his 2 sons on the flight from Nairobi to Cape Town and allowed them access to the cockpit for both take off in Nairobi and landing in Cape Town on KQ784 for 18 January, so not even safety is respected.

✅ Trip Verified | This is our first time flying with Kenya airways & will be the last. We are in Africa for a 25th anniversary trip & we were flying (KQ flight 471) from Kigali to Nairobi on 19th Jan 2024. We arrived at the airport at 7 am for the 9.10 am flight. Minutes after take-off, the pilot announced that we were returning to the gate, as a "door latch wasn't closing" & they needed to have it looked at. At around 10 am, after half an hour sitting on the flight, they said we needed to get off & they would give us an update. After sitting around for 3 hours, at 1 pm, we were told that we would be put on a flight at 7 pm, and that they were going to bus us to a hotel for lunch & to wait. We had a flight to Zanzibar at 6.30 pm on Jan 19th, but since we weren't even supposed to leave Kigali till 7 pm, we knew we would not make our connection. The Kenya Airways rep assured all of us that all of us would "automatically" be booked onto connecting flights & we didn't have to worry about a thing. Since matters were out of our hands at that time, We left with our fellow passengers & were taken to a not so nice hotel, where we were told to have lunch & wait for an update. At around 5 pm, the reception informed us that Kenya Airways had updated them that we were no longer going on the 7 pm flight, but were going to be out on a 3.40 am flight to Nairobi, the next day, January 20th. It would be more 17 hours past our original departure time, but we had no option but to wait it out, as our bags were still at the airport. Somehow, we all made it to 1 am at night, when a bus arrived to take us back to Kigali airport. Upon arrival, we were told that the 3.40 am flight(KQ 479) was delayed till 4.40 am. To make things even more chaotic, our connecting flight to Zanzibar(KQ 490) was also already delayed from 8 am to 11.20 am. I'm writing this as I sit at the airport, hoping to finally get to Zanzibar today. The total flight time from Kigali to Nairobi & Nairobi to Zanzibar is 3 hours or so, and thanks to Kenya Airways, we have already spent 27 hours at the airport & the hotel & we still don't know if we will actually get to Zanzibar today. And if our bags will be on the Zanzibar flight. Time will tell. It's only now that I'm reading all the terrible reviews of Kenya Airways. We experienced the terrible customer service first hand, with agents not having any replies to questions, absolutely no apologies from any staff for the agony caused, and long lines of angry customers at every counter. The horror stories are real. Avoid this airline like the plague, if you value your peace of mind. Anyone can understand one aircraft having "operational issues". But from what we saw and experienced, cancellations, delays, no accountability & no apologies are a daily way of life for Kenya Airways. How can an airline get it so wrong, so many times? Bottom line-run as fast as you can from Kenya airways, you will thank yourself that you did. If you still choose to book with them after reading all these reviews..- well, you were warned.

✅ Trip Verified | Absolutely disgusting service. Our outbound flight from Johannesburg in December 2023 was delayed by 8 hours, only to land in Nairobi and be delayed a further hour. On arrival in Bangkok our luggage was missing. No help, response, or apology from Kenya Airways. Fortunately Bangkok luggage staff sorted out the issue after 4 days. Our return flight from Bangkok started with no sign of any staff at the closed boarding gate until 2 hours before an international flight. Patrons were left confused and uncertain of what next to do or if they could eat etc. On arrival at Nairobi in January 2024 our flight to Johannesburg was once again delayed. The staff are arrogant and not helpful. Horrible experience.

✅ Trip Verified | Do yourself a favour and don't ever fly Kenya Airways. The airline didn't load ANY of the passengers luggages onto the flight from Nairobi to Cape Town (which we later found from other passengers online that it is a frequent occurrence to anywhere). Neither did they inform the arrival airport so passengers were left waiting more than 3 hours after landing wondering what caused the baggage delay. To rub salt to the wound, Kenya Airways did not provide any update on luggages and was practically uncontactable via phone, its official whatsapp, email, social media, messenger. So we were left stranded with very little on us and no idea at all if our luggages will ever be delivered (they did eventually deliver after 3-4 days). Follow-up calls for documentation for insurance purposes also hit a brick wall. The airline simply ignores all customer service requests. Do yourself a favour and do not fly with Kenya Airways. Despite their promise of being customer centric it's all a lie and facade. t's simply not worth the anguish that you will experience.

✅ Trip Verified | Worst experience ever and the hostesses wasnt helpful. First flight from Dubai to Nairobi was delayed more than one hour. Second flight from Nairobi to Johannesburg delayed again, Charger on flight was not working. My food was disgusting. No communication as to why flight was delayed and no indication of time of departure. I requested to move my seat and i was told no. Arriving in Johannesburg my luggage wasn't on the flight. I had to wait 3 days to get my suitcase from the airline as it was left in Dubai. Being on vacation its absolutely horrid not having my personal essentials. Yesterday 5 January my flight was delayed. Flight to Nairobi was full and again very helpless Hostesses. Arrived late at Nairobi for the next flight and they made us wait, 1 and a half hours late for departure, no explanation as to why. I paid for the economy comfort seats on both flights. Second flight was horrid. Charger for my phone wasn't working again and when i informed the air hostess she asked me what do i want her to do about it, if its not working its not working. Asked for a blanket 4 times before eventually getting one.

Not Verified |   Worst experience ever, they change boarding and flight time without considering of the customers. Last minute changes. Also changing flights for long hours without providing an alternative solution. You can never trust them since one doesn't know what to expect. The airline is full of surprises

Not Verified | The worst airline you can opt for. I started from Mumbai last week that flight was delayed and they were not intimation it to to me. I had a connection flight to kilimanjaro last minute, they changed my flight to another carrier, same way I have been kept on dark about when my flight will depart for Mumbai as everybody including their staff are clueless.

Not Verified | Poor customer service and losing passenger luggage. 2 weeks on still waiting on my luggage. Every time I call the customer service line I am advised that they don't have an update on my luggage. The staff are rude and don't know how to respond to questions. KQ please put this as a disclaimer that a passengers luggage may not arrive at their destination. Your baggage contact line +254-20-3274747 is as good as not having a phone number as it doesn't work. If you want economy flight with zero customer service and don't care about losing your luggage this is the best airline for it.

✅ Trip Verified | I write this with so much anger and pain. My flight has been delayed for almost the whole day and I have a child. I will have to stay at Nairobi Airport from 8am - 10pm just to wait for a transfer. Least to say, previously my luggage was delayed by 2hrs to arrive, lost items at the airport. I never learnt my lesson! This is the last time I will be using Kenya Airways.

✅ Trip Verified | It is the worst airline. 2 hours delay at departure, 20 hours layover without the least assistance or consideration of clients, I had to wait for my departure from Nairobi to Douala the 12th December 2023 at 7:30am after I slept on the chair since 2pm on the 11 December that I arrived in Kenya airport, just to discover again that my flight is delayed for another 2 hours to Douala. I will not count the mediocrity of the ground staff at the airport in Nairobi that are not even ready to assist travelers. It took 3 staff 2 hours to tell me if the agency has some arrangements for me here at the airport because they are busy pressing their mobile phones and answering calls in their native languages. I witnessed many clients missed their flights because the ground staff were too too slow in serving them.