Kenya Airways

✅ Trip Verified | Kigali via Nairobi to Dar November 23; 2 short regional flights; first on a B738; next on Embraer 190. Benefitted a lot by being a Skyteam gold card holder: got the best seats and access to lounges in Kigali, Dar, Nairobi which all are good, varied with improved hot food options. Boarding easy and quick. Onboard, enjoyed special meals pre-ordered and given on both flights; an impressive gesture. Skyteam priority worked to some extend. Onboard, not recognised as elite status holder, but cannot complain as we were fairly well pampered. Call bell was answered if running short. 1st flight had serious landing attempts in Nairobi before succeeding. Worst nightmare was a repeated delay on flight NBO-DAR. A technical issue reoccurred even on a substituted aircraft instated. Eventually we took off but upon worries expressed by captain, we became forced to return back to Nairobi, despite we were almost already at Dar. 150 passengers then had to sit in the aircraft or debark into a bus on the tarmac in Nairobi. There were no proper announcements, no service, no toilet access, just waiting in limbo for hours. Some passengers refused to reboard as they lost faith in the airline and aircraft. Then these passengers luggage had to be offloaded, another hour went by. The whole night was completely destroyed; however, at last we took off but only arrived in Dar early morning instead of at midnight as scheduled. Five hours delay is serious and favour direct flights avoiding transits. The good thing was that we, and luggage as well, finally arrived and in one piece. For both flights, FAs and passengers were in general cooperative, extrovert, and sociable.

Not Verified | Zurich-Paris-Nairobi-Joburg on 17-18 Sep 23 on two Boeing 787-800. 1st leg operated by their Skyteam partner Air France. Boarding issued prior to departure from Zurich. Seamless check-in, and transfers. Onboard, food is improving. Ordered seafood meal and it was accommodated with pleasure and of good taste. Two meal services provided on the 8 hour flight to Nairobi. Drinks plenty, champagne and 4 acceptable wines. Only 1 beer offered, Tusker Lager which is waterish, cheap, and useless. Lost 1 of 2 inscribed bags, but it is being recovered, Kenya Airways did not load it from Nairobi for the last leg. Lounge access provided throughout, all were good. IFE and WiFi fine, not world class, but suffice. FA's are good, not patronising passengers, flexible, and humorous, especially the announcements were quite charming and funny. Transfer in Nairobi easy, even though disembarking included some walking and bussing. Good product, not overkill, but sufficient and less expensive than their competitors. Love their business class, not because it is extravagant, but the cabin space, their crew, and solid food provision, is adorable.

✅ Trip Verified | It is truly distressing for such a large company to see a total lack of respect and communication towards customers. I don't know if this is the case for other destinations outside the DRC, Kinshasa but the service is really disappointing. No luggage received and that, without any explanation or apology. Out of a total of 11 suitcases, none arrived and we then have to run after the company to get crumbs of information if the person receiving is willing and in the mood. The lack of consideration from customers is really disappointing, it's sad to see that the Pride of Africa slogan is only limited to the paint on planes and in advertising spots. Il est vraiment désolant pour une compagnie aussi grande de constater un manque total de respect et communication envers les clients. Je ne sais pas si c'est le cas pour d'autres destinations en dehors de la RDC, Kinshasa mais le service est vraiment decevant. Aucun bagages reçu et ça, sans aucune explication ni excuses. Sur un total de 11 valises, aucune n'est arrivée et nous devons par la suite courir derrière la compagnie pour avoir des miettes d'informations si la personne qui reçoit est disposé et d'humeur. Le manque de considération des clients est vraiment decevant, c'est triste de voir que le slogan de Pride of Africa ne se limite qu'à la peinture sur les avions et dans les spots publicitaires.

✅ Trip Verified | Dreadful airline - after emailing customer service to say both my wife and I had no entertainment system as both were broken and then no choice of food as they had run out - customer service totally uninterested and not replied. Had our money and don’t care Avoid

Not Verified | The lady at check-in was very rude and insisted on wanting to check in my colleague on a 4am flight with no alternative accommodation but a mere 200usd and we rejected the offer as it excluded accommodation. She refused to call the manager when we requested her to and brazenly carried on until we confronted her again. Only after waiting for 55 minutes then my colleague's seat was secured and we went through the boarding gates. As if that wasn't enough, the departure time was 30min late and no apology was received from the captain. To use Kenya Airways was the biggest blunder on my side ever committed. I am a frequent flyer and have never experienced such a distasteful and shabby treatment ever. I vow never to use this airline again.

✅ Trip Verified | Dismal from start to end. Not all of the staff and crew were rude, some were just sullen and disinterested. Food was consistently awful, drinks were ok. The hard product isn’t too bad (similar to what Turkish used to operate, i.e. dated, but comfortable enough), but everything else was dreadful - checkin, lounges, boarding etc, all service points were very poor. Nairobi airport was an awful experience all 4 times (we had stopovers in both directions), expect corruption, chaos and disorganisation. I’ll do all I can to avoid Kenya Airways in future.

Not Verified | Airline was 1 hour late to board passengers and to 1 hour late to depart without any explanation. Food was horrible, and to make matters worse, they lost the entire passengers' luggage without any explanation. The Swiss Port employee who was left to deal with the passengers had no clue what was going on and all he could do was give us forms to fill out. All perishable items that I carried will now be trashed since the man said the earliest we could get our bags is Wednesday 8/24. A passenger on the same flight who had air tagged her luggage indicated that the bag was still at JKIA! Last month they also lost my husband's luggage and when they tracked it, it was discovered to be at the Delta baggage office still in New York instead of Kenya. 4 days later when it was delivered. They did not even bother to refund us.

✅ Trip Verified | Kenya Airways has really disappointed me for a second time, it's never on time, it appears 30_40 minutes late. Am supposed to be setting off to Uganda from Kenya but the plane is not even here. Same applies from Dubai we left 26 minutes late that was even before we boarded.

✅ Trip Verified | JNB-NBO-AMS-ZRH on 14-15 August 23. Flights on time, despite being quite full. Good announcements. Check in on transfer desk in Jo-burg, all 3 BPs issued on spot. Kenya now uses the South African Airlines lounge, which is very high class lounge with sleepers and a very diverse buffet with high quality foods. The long haul flights were both on Boeing 787-9, business class is wonderfully furnished, spacious, in 2x2x2 configuration which is perfect. Low chair fenders allow you to overlook entire cabin when seated upright. Very ample leg space in the lie-flats. Spent night in Pride lounge, Nairobi. Preordered, hot seafood meals were provided thrice on the two flights, all different variants and tasty. Take-off champagne given. Not the most sublime business class catering in the skies: food in general is not extraordinary (apart from the pre-order options), no beer choices, only the watery national Tusker Lager offered. Meals robust and reliable, pre-ordered meal managed well. FAs active and smiley, though not well coordinated, despite being many. IFE is acceptable though narrow choices on movies. Nice beds with mattresses and pillows, 2 blankets per seat. Will fly again with KQ. KLMs 52 lounge in Amsterdam is huge and good, they printed out coming Boarding Passes for me. Amsterdam-Zurich on Embraer 190 aircraft operated by KLM, well synchronised with Kenya Airways and under their flight number. Flight full. Delayed ½ hour due to complicated, tedious loading of two giant dogs, a serious unnecessary delay causing delay for 200 people. Catering was surprisingly good: menu card, nice, large food box with 3 course meal, including my favoured seafood meal. Champagne, 4 wines, and lots of hot and soft drinks offered. Swift service. Seats are just economy seats but I was given 2 seats in front row and can’t complain.

✅ Trip Verified | Officially the worlds worst airline. 3hr + delay from SA to Burundi and coming home they call you to board and then tell you your flight is delayed by 2hrs+. No compensation. Rude cheeky staff with no customer service. They try to push the blame to customers and have a serious attitude issue. Everything about the airline is so disappointing from the aircraft to the meals to the staff to the compensation. Been on the airport for more than 10hrs. No empathy for ppl. They tell you to book a hotel at your own expense and they can’t even accommodate ppl in lounges. Pathetic. Stay away from this airline.