Kenya Airways

✅ Trip Verified | On July 2, my wife and I were scheduled to fly Nairobi to London on Kenya Airways, then on to the United States on Delta. I am a US citizen and my wife is a Kenyan citizen with a US permanent resident card (aka "green card"). All went smoothly until the agent checking paperwork at the gate immediately prior to boarding denied boarding to my wife based on the idea a transit visa was required in the UK, when in fact no transit visa is needed for our situation. To make matters worse, when my wife returned to the ticket counter for further assistance (as instructed by the gate agent), she was told there was nothing they could do for her and that she would need to purchase an entirely new ticket. She purchased a one way ticket on another airline for a sizable sum. Of course I immediately filed a complaint with Kenya Airways and insisted on reimbursement. After numerous inquiries into the status of my complaint, and being told an investigation was ongoing, I finally received an email on October 4 in which Kenya Airways admitted the situation was entirely their fault. They offered what amounted to only 20% of the cost of her ticket for compensation. After several more emails back and forth, I've concluded they will never make things right and accepted their offer. It's impossible to argue with an airline headquartered in a developing country with no real consequences for appalling customer service. Their 787 aircraft are nice, but I would stay far away from Kenya Airways. You never know what sort of shenanigans they will pull and there is no way to hold them accountable after the fact.

✅ Trip Verified | On the 10th July we were returning from Cairo to Johannesburg via Nairobi. Flight from Nairobi to Johannesburg was delayed and this resulted in additional costs been incurred by my family. The airline staff were very unhelpful and not interested in the implications caused for us caused by the delay resulting in the subsequent missing of our connecting flight to Port Elizabeth from Johannesburg. The representative merely stated that there was nothing he could do and that we had no recourse since the flight to Port Elizabeth was on a separate ticket and Kenya Airways contractual obligations ended in JHB. At the airport in Nairobi while we were seated on the plane it emerged that the pilot had not arrived for work, in the end Kenya Airways asked a pilot from another airline to fly the plane.

✅ Trip Verified | Johannesburg to Nairobi. This airline lost our luggage for 7 days. Our dream holiday was a disaster. Could not get hold of any of their baggage handling departments in either Johannesburg or Nairobi. Many many emails to customer services all went unreplied. According to hotel staff in Nairobi this is a very regular occurrence. To date, we have had no interaction nor an apology from this airline. Do not fly this airline if you can help it.

✅ Trip Verified | I can only recommend to anyone to avoid this airline. I would even pay a bit more, just to avoid Kenya Airways. First, our flight was canceled and we were given no information as to why. The next one went only 24h later. During this time, they provided us accommodation, but only two meals. When I asked for a third, they declined. When I said that I disagree, they simply said I could file a complaint to their main office. On board, our ordered special meals were missing. Once finally arrived, my bag was missing. They managed at least to get it to my hotel within 24h. When I wanted to introduce compensation claims (for the flight and baggage delays), they sent me from one office to another. Up to this date, the claims are still pending and I am not sure to get any form of compensation for the stress, energy and extra expenses.

Not Verified | On the 30-07-2018 my 2 year old granddaughter and I were on a return flight from Harare to Bristol via Lusaka, Nairobi and Paris. When we arrived in Lusaka (Zambia) we were informed that the plane was technically unfit to fly to Nairobi. This caused an unexpected 6 hour delay in Lusaka. In Lusaka no announcement was given in regards as to what was going to take. As a result of this delay we missed our connecting flight in Nairobi to France which was at 23:00 hrs on the the same day. On arrival in Nairobi the following morning 31-07-2018 we were informed that the next available flight was available causing in fact a further 15 hour delay in our travel. Kenya airways booked us on a flight with KLM to Amsterdam which was a change from Paris to Bristol in our original itinerary. All these delays and changes in our flights was extremely stressful.

✅ Trip Verified | Kigali to London via Nairobi. Lost Luggage I missed a connecting flight to London due to multiple delays. The departure time on the ticket is just a suggestion. I and my friend were on 4 different flights and all the flight were delayed which makes me think the issues with my flight was not an isolated or rare incident. After missing the flight I asked for my luggage, they said they couldn't get it for me but assured me that it would be put on the new (Kenya airways) flight that put me on for the next day. On getting to the airport I confirmed 3 times at different stages with the ground staff and they checked (or pretended to) their computer and confirmed that my luggage was on the flight only to get to Heathrow and find out that it was never put on the flight. Then the nightmare begins, their customer service phone doesn't work, it passes you through a couple of options and then automatically drops the line. Online chat doesn't work. You get intermittent help on twitter even though they are actively retweeting positive stories about the rubbish airline.

✅ Trip Verified | Entebbe to London via Nairobi. Overall a very average experience, with staff generally going through the motions, medicore food, limited drinks and three-star entertainment. Excellent baggage allowance and quick connecting times make this an acceptable option on the Uganda - UK routing if the price is right. My headphone socket was broke on the day time NBO - LHR flight which was really disappointing. No sparkling water available nor Amarula. Duty free items requested not available (and I tried to order in advance which also did not work properly). Totally full flight London - Nairobi departed with a 90 minute delay on the tarmac whilst awaiting ATC issues. Captain welcomed us with a 'Good Morning' (at 7 p.m. this was slightly disconcerting) and gave us very limited information about the delay. Cabin crew went round with water on one side of the cabin - but not on ours. On time arrival into Entebbe and luggage out quickly (reassuring considering the delay in London making the connection tighter than it should have been). A cooked breakfast on either the early morning arrival into Nairobi or the 8 a.m. arrival into Uganda would have been really welcomed. Nairobi still a much better transit airport than Addis, but both carriers way short of the standards set by Qatar Airways, Emirates and KLM which also compete on this route at good prices.

✅ Trip Verified | Johannesburg to Accra via Nairobi. My luggage went missing in Nairobi. Took three days to have my bags arrive in Johannesburg. When I got my luggage zips were broken, locks removed and my some of my stuff were not inside.

✅ Trip Verified | Amsterdam to Cape Town via Nairobi. It took Kenya Airways more than 4 days to cancel the flight I had booked for November 2018, because they found that the price was too cheap. In their app it is still confirmed. I will never fly this airline because they are just not reliable.

✅ Trip Verified | Bangkok to Guangzhou. I am writing to complain the poor services provided Kenya Airways. It is the most disappointed and frustrating journey. According to the flight information, the aircraft should have taken off at 3:00pm in Bankkok and arrived in Guangzhou at 7:00 pm on that day. However, once we checked in, we were told that the flight was delayed without detailed reason provided. Neither ground staff nor cabin crew could confirm the exact boarding time. We had been waiting restlessly for more than 5 hours without any notice or compensation. That is unacceptable. It was until 8:25 pm that the flight took off, which was 5 hours and 25 minutes later than it was supposed to be. That ruined our trip on that day. In addition, during the flight, one of passengers sitting behind me kept asking cabin crew for alcohol, it astonished me that the cabin crew continued to offer her more alcohol. Consequently, that overly-drunk lady was out of control, singing and laughing loudly. It annoyed all the other surrounding passengers and adversely affected the safety of the flight. I tried to summon assistance from the crew. It surprised me that the crew ignored my call for four times. I cannot tolerate such bad behaviour. This is the worst flight and airline that I have ever taken. I will never choose Kenya Airways for any single trip in future.